职业教育空中乘务专业国家教学74课件

职业教育空中乘务专业国家教学资源库WelcomeAboard客舱迎客职业教育空中乘务专业教学资源库WelcomeAboard客舱迎客职业教育空中乘务专业教学资源库·Knowledge知识目标Mastertheusefulvocabulariesandexpressionrelatedtoboardingservice.·Ability能力目标Couldfamiliarwiththeworkproceduresduringboardingservice;Couldmakedialoguesinthedirectpreparephasefluently.·Quality素质目标Mastertheetiquetteofwelcomingandseeing-offincabin;Practicetheconceptof“SincereService;Loveyourjobasacrewmember.LearningObjects学习目标TheEtiquetteofWelcomingPassengerinCabin迎客阶段礼仪及工作要点

·CheckingImage检查专业化形象·CheckingtheCabin旅客登机前客舱检查·PlayingMusic播放音乐··AdjustCabinEnvironment调节客舱环境·PreparePassengers'Supplies做好客舱服务的准备·PreparetheGeneralItemsforPassengersandAviationStuff机供品的准备PreparationWorkbeforeWelcoming迎接前的准备工作TheEtiquetteofWelcomingPassengerinCabin迎客阶段礼仪及工作要点

StandingPostureofWelcomingandSeeing-off迎送时的站姿Requirements:·straighthead·flateye·straightneck·chintuckedin.·flatshoulder·chestcast·bellyin·smileonthefacePreparetheGeneralItemsforPassengersandAviationStuff

机供品的准备·tissue·paper·soapandperfume·tea·coffee,cubesugarandcoffeemate.TheEtiquetteofWelcomingPassengerinCabin迎客阶段礼仪及工作要点

SmileatWelcomingandSeeing-off迎送时的微笑smileisthemostbeautifulexpression·giveothersafavor·communicatewithpeople'sheart·setupabridgeoffriendship·makeourcommunicationandworkevenbetter·asincereandgratefulattitudetopassengerssmileisthemostbeautifulexpression·Hello,welcometotakeourflight.·Showmeyourboardingpass,please.·YourseatisNo._____,Row_____.Moveinside,please.Thestewardincabinwillguideyoutoyourseat.·WhatcanIdoforyou?·Thankyouforchoosingourflight,lookingforwardtoserveyounexttime.TheEtiquetteofWelcomingPassengerinCabin迎客阶段礼仪及工作要点

BowatWelcomingandSeeing-off迎送时的鞠躬BowRequirements鞠躬要求·Bowwithasmile,naturalexpressionandappropriatelanguage.·Toshowrespect,bowshouldbewithkindeyesandaccurateactions.·Whenmakingabow,head,neck,andbackshouldbeinaline.·Bowatpassenger'sboarding,self-introduction,andseeing-off.BowClassification鞠躬分类·15°bow:Itisusedwhenthecrewarewelcomingandseeing-offthepassengerorsayhello.·30°bow:Itisusedwhenthecrewsmakeaself-introduction,orexpresstheirsincerethankstopassengers'support.·45°bow:Duetonegligenceorpoorservice,thestewardshouldmakeanapologytothepassenger.BowPosture鞠躬姿态·stewardess:

keep"T"step,putyourhandsbeforethebelly·steward:keepthefeetparallel,crossthehandsandkeepthemhalffist,andputthembeforethebellyorattheback·Lookstraightahead,withasmilingface,andwelcomepassengers'boarding.TheEtiquetteofWelcomingPassengerinCabin迎客阶段礼仪及工作要点

WelcomingandSeeing-offGesture迎送时的引导手势BasicRequirement基本要求·Actionshouldbesoftandnatural,withasmilingface,andbeinggraciousservice.·Whenever,waveamplitudecan'tbetoolargeortoohard,softnessisbetter.·Leadthepassengertoaheadortoseat.Usehands,eyesandwords.·Usebothhandstoremindpassengerswhencarryingoutsecurityinspection.·Inmoderaterhythm,gentleexpression,andeleganttemperament.ClassificationofGesture手势分类·Highposition:showupperitemstothepassenger.A.Handplacementisbetweenheadandshoulder;itgenerallylocatesattheeye,soitindicatestheitemisfartherthan5metersawayorinhigherplace.B.Keepstandardstanding,lefthanddownnaturally,swingthearmintherangeof120degrees.C.Onthebasisoftheperpendiculartotheground,therightpalmturnsup45°.Fivefingersstraighttogether,thethumbisclosetotheinnersideofthepointfinger.D.Headsrightat45degrees,theeyesightshouldfollowthedirectionofrighthandfingertip.E.Greetpolitely,“Hello,pleaseputyourluggageonluggagecarrier.”·Middleposition:toguidethepassenger.Itisagestureofshowingwalkingdirectionormakingaintroduction.A.Handplacementisbetweenwaistandshoulder;itgenerallylocatesatthechest.Itindicatestheitemisbetween2to5metersaway.B.Standatthepassenger'ssidewhenleadingthepassengertogoinside.Keepstandardstandingposture,upperbodyleansslightlyforward.C.Onthebasisoftheperpendiculartotheground,therightpalmshouldturnup45°.Fivefingersstraighttogether,thethumbisclosetotheinnersideofthepointfinger.D.Lethandfallsnaturally,raiserighthandfromrightside,swingthearmintherangeof90°,forearmparalleltotheground.E.Headsrightat45degrees,theeyesightshouldfollowthedirectionofrighthandfingertip.F.Greetpolitely,"Hello,pleasegoinside.""'Thisway,please."·（3）Lowposition:Itisusedwhenleadingthepassengertositortakeslide.A.Handplacementisunderthewaist,keepastandardstandingposture.B.Onthebasisoftheperpendiculartotheground,therightpalmshouldturnup45°,fivefingersstraighttogether,thethumbisclosetotheinnersideofthepointfinger.C.Lefthandfallsnaturally,raiserightarmintheangleof45degrees.D.Theeyeshouldfollowthedirectionofrighthandfingertip.E.Greetpolitely,"Sitdown,please.""Watchyourstep."Takecare."NonstandardInstructionintheWelcomingandSeeing-offService引导手势在迎送服务中的不规范指示·Itisnotgracefulwhenthefingerisnotstraightortogetherbutcurl.·Itseemsangularandstiffwhenthearmisstiffnesswithoutradian.·Itshowsanxietyandcouldn'tarouseattentionwhenthemovementistoofastwithnotransition.·Itisnotsincerewhenthegesturecan'tmatchwiththefacialexpressionandeyecontact.·Itisnotpoliteorculturedtopointotherswithyourfingersorchin.TheEtiquetteofWelcomingPassengerinCabin迎客阶段礼仪及工作要点

WelcomingandSeeing-offWordsinCabin客舱迎送服务用语（1）WelcomingWords欢迎语Hello,welcometotakeourflight.您好，欢迎乘坐本次航班。Goodmorn