空中乘务-论提升空乘学生服务意识的培养.docVIP

PAGE 15 论提升空乘学生服务意识的培养 摘要 服务意识在百度百科中是这样定义的，指企业全体员工在与一切企业利益相关的人或企业的交往中所体现的为其提供热情、周到、主动服务的欲望和意识。即自觉主动做好服务工作的一种观念和愿望，它发自服务人员的内心。服务意识是服务人员的一种本能、习惯，当今空乘专业的学生，大多个性张扬，比较自我，集体意识淡薄，责任心较差，服务意识欠缺。因此，如何培养空乘专业学生良好的服务意识是各大高校积极探索的问题。 我国航空服务专业教育为航空业输送了大批航空服务人才，促进了国内外航空业的发展。然而现阶段，我国中职航空服务教育专业设置较为错杂，人才培养不明确，课程教学模式单一，导致航空服务专业毕业生不能满足航空业的需求。民航旅客对服务质量有更高的期待和要求，要使旅客感到满意，民航服务人员首先要具备良好的服务意识。然而，服务意识不是熟读服务章程就可以养成，也不是一味埋头苦干就能培养，更不是用规章制度就能规定出来。这种发自内心的意识需要通过有意识的培养和引导而形成。现在空乘专业的学生，大多比较自我，责任意识薄弱，服务意识欠缺。因此在学习专业知识和技能的同时，还要注重空乘专业学生的服务意识的培养，使他们的职业素质得到完善，为走上空乘服务岗位作更好的准备。 关键词：空乘专业；服务意识；培养对策 abstract Service consciousness is defined in Baidu Encyclopedia in this way, which refers to the desire and consciousness of all employees of an enterprise to provide warm, thoughtful and active service to all people or enterprises related to the interests of the enterprise. That is, a kind of idea and desire to do a good job of service consciously and voluntarily, which originates from the heart of service personnel. Service consciousness is a kind of instinct and habit of service personnel. Most of todays flight attendants major students are self-conscious, self-conscious, weak in collective consciousness, poor in sense of responsibility and lack of service consciousness. At the present stage, the competition among airlines is becoming more and more fierce, more and more low-cost airlines are joining in, and the service awareness of airline flight attendants is becoming an indicator of passenger travel. Therefore, how to cultivate the good service consciousness of flight attendants major students is a problem actively explored by major higher vocational colleges. Professional education of aviation service in China has provided a large number of aviation service talents and promoted the development of aviation industry at home and abroad. However, at the present stage, aviation service education majors in secondary vocational schools in China are set up in a variety of ways, personnel training is not clear, and