目　　录

Contents

模块 1 民航服务人员的认知拓展

项目 1 发展心智模式 ···········································································2

任务 1.1 探索自我 ········································································2

任务 1.2 发展成长型心智模式 ······················································· 11

项目 2 发展灵活性 ············································································ 16

任务 2.1 拓展释义 ······································································ 16

任务 2.2 资源取向思维 ································································ 26

模块 2 民航服务人员的情绪管理

项目 3 理解情绪 ··············································································· 31

任务 3.1 觉察情绪感受 ································································ 31

任务 3.2 理解情绪需求 ································································ 41

项目 4 调适情绪 ··············································································· 53

任务 4.1 改善情绪状态 ································································ 53

任务 4.2 掌握正念技术 ································································ 59

模块 3 民航服务人员的韧性培育

项目 5 培育心理韧性 ········································································· 66

任务 5.1 认知心理韧性 ································································ 66

任务 5.2 从认知维度调整韧性 ······················································· 71

项目 6 发展心理资本 ········································································· 76

任务 6.1 培育积极情感 ································································ 76

民航服务心理学

任务 6.2 整合抗逆资源 ································································ 82

模块 4 应用非语言进行沟通

项目 7　理解言语之外 ········································································· 90

任务 7.1 理解非语言沟通 ····························································· 90

任务 7.2 观察面部表情 ································································ 96

任务 7.3 观察身体姿势 ······························································100

项目 8 使用非语言传情达意 ·······························································104

任务 8.1 表达专注与友善 ····························································104

任务 8.2 调整柔和的语气 ····························································108

模块 5　应用心理学技能服务旅客

项目 9 在民航服务中应用倾听 ···························································· 114

任务 9.1 调整倾听的态度 ···························································· 114

任务 9.2 在服务中应用倾听 ·························································124

项目 10 在民航服务中应用同感共情 ····················································133

任务 10.1 理解同感共情 ·····························································133

任务 10.2 应用同感共情 ·····························································139

项目 11 应用心理学技能服务特殊旅客 ·················································154

任务 11.1 服务无成人陪伴儿童旅客 ··············································154

任务 11.2 服务孕妇旅客 ·····························································161

任务 11.3 服务老年旅客 ·····························································166

项目 12 应对民航服务中的特殊情境 ····················································171

任务 12.1 不正常航班下的心理应对 ··············································171

任务 12.2 不正常航班下的沟通协调 ··············································176

参考文献··························································································· 183

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