本教材以“识认—识辨—识用”为模块主线，介绍了民航服务心理基础、旅客感知心理、旅客需要心理、旅客个性心理、旅客情绪心理、客我交往心理、民航突发事件旅客心理、旅客群体冲突与投诉心理、民航服务人员心理素质提升等学习模块。每个模块均设置学习目标、思维导图、案例导引、同步思考、课堂互动、课程思政小红星、知识巩固、技能训练等，引入通俗易懂的民航服务心理案例、服务设计方案、民航影视赏析、优秀作业视频等多元化的教学资源和颗粒化的教学微课，辅以全面系统、设计精美的教学PPT、教学大纲和教学任务书，既增加了教材内容的趣味性、可操作性和新颖性，又为广大授课教师与学习者提供了极大的使用便利。

郑菲菲，2011.7—至今 在南京旅游职业学院人文艺术学院任教，主讲课程：民航服务心理与实务、民航服务沟通等；主编校级重点教材：《民航服务心理学》《民航服务沟通技巧》。

模块一 认识服务心理与民航服务心理··································································.1
项目一 识认日常生活中的服务心理····························································.3
任务一 服务心理的理论价值与应用价值················································.3
任务二 服务心理的基本概念与流派······················································.5
任务三 服务心理与其他学科的联系····················································.10
项目二 识辨民航服务的工作性质·····························································.12
任务一 民航服务的概念与特征··························································.13
任务二 民航服务人员的职业要求·······················································.14
任务三 民航服务心理的主要内容·······················································.17
项目三 识用民航服务心理的实务方法·······················································.17
任务一 观察法···············································································.18
任务二 问询法···············································································.21
任务三 测试法与调查法···································································.21
任务四 工作实践法与实验法·····························································.24
课程思政小红星·····················································································.24
知识巩固······························································································.26
技能训练······························································································.26
模块二 旅客感知心理与民航服务······································································.27
项目一 识认旅客感知心理······································································.29
任务一 感知的概念与特征································································.29
任务二 影响旅客感知的主客观因素····················································.32
任务三 旅客感知的心理偏差与效应····················································.33
项目二 识辨旅客满意度测评···································································.36
任务一 建立旅客满意度测评内容·······················································.37
任务二 采集旅客满意度科学数据·······················································.39
任务三 分析旅客满意度的影响因素····················································.40
任务四 制订旅客满意度提升方案·······················································.41
项目三 识用旅客感知心理的体验设计·······················································.43
任务一 认识主题航班······································································.44
任务二 主题航班的方案设计·····························································.45
任务三 不同类型的主题航班方案解析·················································.49
课程思政小红星·····················································································.51
知识巩固······························································································.52
技能训练······························································································.52
模块三 旅客需要心理与民航服务······································································.53
项目一 识认旅客需要心理······································································.55
任务一 需要的概念与特征································································.55
任务二 需要的理论与分类································································.56
任务三 马斯洛需要层次理论及应用····················································.58
项目二 识辨一般旅客需要心理································································.61
任务一 饮食需要心理······································································.61
任务二 安全需要心理······································································.62
任务三 情感需要心理······································································.63
任务四 尊重需要心理······································································.64
项目三 识用特殊旅客需要心理································································.65
任务一 老年旅客的需要心理·····························································.66
任务二 儿童旅客的需要心理·····························································.69
任务三 病残旅客的需要心理·····························································.71
任务四 孕妇旅客的需要心理·····························································.73
任务五 重要旅客的需要心理·····························································.74
任务六 旅客需要判定与服务方案·······················································.75
课程思政小红星·····················································································.76
知识巩固······························································································.77
技能训练······························································································.77
模块四 旅客个性心理与民航服务······································································.78
项目一 识认旅客个性心理······································································.80
任务一 个性心理············································································.80
任务二 性格··················································································.82
任务三 气质··················································································.84
任务四 能力··················································································.86
项目二 识辨旅客个性心理评定································································.88
任务一 旅客行为评定······································································.88
任务二 旅客测验评定······································································.90
任务三 旅客用户画像评定································································.92
项目三 识用旅客个性心理与服务·····························································.93
任务一 基于气质的旅客心理与服务应用··············································.94
任务二 基于国家、地域的旅客心理与服务应用·····································.99
任务三 基于职业的旅客心理与服务应用·············································.101
课程思政小红星····················································································.103
知识巩固·····························································································.104
技能训练·····························································································.104
模块五 旅客情绪心理与民航服务·····································································.105
项目一 识认旅客情绪心理·····································································.107
任务一 情绪的概念、分类与功能······················································.107
任务二 旅客情绪心理的外部表现与识别·············································.110
任务三 旅客情绪心理的产生原因······················································.113
项目二 识辨旅客情绪心理的调适方法······················································.114
任务一 常见的旅客情绪安抚方法······················································.115
任务二 合理情绪疗法与应用····························································.122
任务三 放松方法与应用··································································.123
任务四 正念方法与应用··································································.125
项目三 识用旅客情绪心理的减压放松······················································.127
任务一 全身放松活动·····································································.127
任务二 面部放松活动·····································································.128
任务三 手指放松活动·····································································.130
课程思政小红星····················································································.131
知识巩固·····························································································.132
技能训练·····························································································.132
模块六 客我交往心理与民航服务·····································································.134
项目一 识认客我交往心理·····································································.136
任务一 客我交往的概念与特征·························································.136
任务二 客我交往心理状态的分类······················································.137
任务三 客我交往形式·····································································.138
项目二 识辨客我关系的方法··································································.142
任务一 客我关系建立······································································.142
任务二 建立良好客我关系的谈话技巧················································.144
任务三 建立良好客我关系的共情技巧················································.147
任务四 建立良好客我关系的倾听技巧················································.149
项目三 识用服务中的客我交往心理·························································.150
任务一 地勤服务的客我交往····························································.151
任务二 空勤服务的客我交往····························································.156
课程思政小红星····················································································.158
知识巩固·····························································································.159
技能训练·····························································································.159
模块七 民航突发事件旅客心理与民航服务·························································.160
项目一 识认民航突发事件·····································································.162
任务一 民航突发事件的概念和特征···················································.162
任务二 民航突发事件的分类、原因和影响··········································.163
项目二 识辨民航突发事件旅客心理·························································.165
任务一 一般突发事件的旅客心理······················································.166
任务二 严重突发事件的旅客心理······················································.167
项目三 识用民航突发事件旅客心理的服务应对··········································.171
任务一 大面积航班延误或取消·························································.172
任务二 机上扰乱行为或非法干扰行为················································.176
任务三 旅客突发疾病·····································································.177
任务四 客舱安全突发事件·······························································.179
课程思政小红星····················································································.180
知识巩固·····························································································.181
技能训练·····························································································.181
模块八 旅客群体冲突、投诉心理与民航服务······················································.183
项目一 识认旅客群体冲突心理·······························································.185
任务一 旅客群体冲突心理·······························································.185
任务二 群体冲突心理的行为表现与动力机制·······································.190
项目二 识辨旅客群体冲突心理的服务应对················································.193
任务一 群体冲突心理的阶段疏导······················································.194
任务二 群体冲突心理的服务策略······················································.197
项目三 识用旅客投诉心理的服务应对······················································.199
任务一 旅客投诉的事前预防····························································.200
任务二 旅客投诉的事中安抚····························································.203
任务三 旅客投诉的事后处理····························································.205
课程思政小红星····················································································.207
知识巩固·····························································································.207
技能训练·····························································································.207
模块九 民航服务人员心理素质提升··································································.208
项目一 识认民航服务人员心理素质·························································.210
任务一 心理素质的概念、分类与特征················································.210
任务二 服务人员的心理健康····························································.212
任务三 服务人员心理健康的判定······················································.213
项目二 识辨民航服务人员心理问题与辅导················································.215
任务一 新时期民航服务人员心理问题的判定与辅导······························.216
任务二 特殊事件后民航服务人员心理问题的判定与辅导························.217
项目三 识用民航服务人员心理健康提升路径·············································.220
任务一 个体身心发展·····································································.220
任务二 团体心理辅导·····································································.224
任务三 员工帮助计划·····································································.227
课程思政小红星····················································································.231
知识巩固·····························································································.232
技能训练·····························································································.232
参考文献·····································································································233