12级空乘1班彭旖旎毕业论文5月27日改1.docxVIP

编号：129390241145 本科毕业论文题 目：浅谈空乘人员的礼仪修养和职业道德----以中国南方航空公司为例学 院： 旅游与航空服务学院 专 业： 音乐表演（空乘与礼仪、安检方向） 年 级： 2012级空乘1班 姓 名： 彭旖旎 指导教师： 石孟旭 完成日期： 2016年5月10日 摘 要 礼仪修养是空乘服务人员职业素养的重要的组成部分。空乘服务人员热情、友善、大方的形象已经在人们心目中形成了固定的职业形象。因此，空乘服务人员更加要提高自己的礼仪修养，塑造美好的外在形象和良好的服务态度，提高服务质量和水平。礼仪修养在空乘服务过程中起到了沟通、协调、美化的作用，而当今社会浮躁，使这些基本原则丧失和忽视，空乘服务人员应该引起重视。 职业道德也是空乘服务当中相当重要的一部分，如今有很多空乘服务人员对乘客的语言和交流不切实际，没有对各个状态的乘客给予相对于乘客来说适当的服务，也有一些空乘服务人员语言与表情不一致，谈话面无表情，或者用一些命令式的语气和手势。也有很多空乘服务人员区别对待乘客，因乘客的各种原因，而对乘客区别对待，产生矛盾甚至激化矛盾，并且也有很大一部分空乘服务人员时常会把一些个人情绪代入到工作当中去。 本篇论文以现实现象为例子，浅谈一些关于空乘人员应该有一个怎么样的礼仪修养，和务必要重视到的空乘服务人员的职业道德问题。关键词：礼仪修养；职业道德；现实现象AbstractEtiquette is flight service personnel occupation literacy as an important part of. Flight attendants warm and friendly, generous image has formed a fixed occupation image in peoples minds. Therefore, flight attendants more to improve their etiquette training, create good external image and good service attitude, improve service quality and level. Etiquette training in flight service process to communication, coordination, the role of landscaping, and todays society impetuous, make these basic principles of loss and neglect, the flight attendant service personnel should pay attention to.Professional ethics is the flight attendant service is an important part of. Now there are many flight attendants to passengers on the language and communication impractical, not of each state give passengers with respect to the passengers for the appropriate service, also have some flight attendants language and express emotion inconsistent, talking face expressionless, or with some imperative tone of voice and gestures. There are many flight attendants to differentiate between passengers, passengers due to various reasons, and the difference of the passengers treat, contradictions and even conflicts and a large part of the flight attendants will often take some personal emotion to work to.This paper through the real phenomena, for example, on some regarding flight