铁路旅客的个性心理铁路旅客运输服务课件

铁路旅客的个性心理PersonalityPsychologyofRailwayPassengersRailwayPassengerTransportService铁路旅客运输服务根据旅客心理和行为表现特点划分Dividedaccordingtothecharacteristicsofpassengers'psychologicalandbehavioralperformance根据旅客出行目的和职业划分Dividedaccordingtothetravelpurposeandoccupationofpassengers根据旅客心理和行为表现特点划分Dividedaccordingtothecharacteristicsofpassengers'psychologicalandbehavioralperformance1.好奇型旅客好奇型旅客的特点是善问好动。客运人员应主动耐心地多介绍一些旅客列车的情况,如动车组座椅的调节和转动、小桌板使用等,会使他们感到满意。1.Curiouspassengers

Curiouspassengersarecharacterizedbybeinginquisitiveandactive.Passengertransportpersonnelshouldactivelyandpatientlyintroducemoreinformationaboutpassengertrains,suchastheadjustmentandrotationofseats,theuseofsmalltables,etc.,whichwillmakethemsatisfied.根据旅客心理和行为表现特点划分Dividedaccordingtothecharacteristicsofpassengers'psychologicalandbehavioralperformance2.文雅型旅客文雅型旅客的特点是举止文雅礼貌。客运人员可为他们挑选一些报纸、杂志等,满足他们对知识的渴求。2.Elegantpassengers

Elegantpassengersarecharacterizedbyelegantmanners.Passengertransportpersonnelcanselectsomenewspapersandmagazinesforthemtomeettheirthirstforknowledge.根据旅客心理和行为表现特点划分3.活跃型旅客活跃型旅客的特点是喜欢活动,爱在列车内走动,乐于助人。客运人员可主动介绍家乡情况,并帮助寻找同乡作为伴侣,服务效果更佳。3.Activepassengers

Thecharacteristicsofactivepassengersarethattheylikeactivities,lovetowalkaroundinthetrainandarewillingtohelpothers.Passengertransportpersonnelcantaketheinitiativetointroducethesituationoftheirhometownandhelpfindfellowtownsmenaspartners,sotheserviceeffectisbetter.Dividedaccordingtothecharacteristicsofpassengers'psychologicalandbehavioralperformance根据旅客心理和行为表现特点划分Dividedaccordingtothecharacteristicsofpassengers'psychologicalandbehavioralperformance4.满足型旅客满足型旅客的特点是大多无过高要求,较能体谅客运服务人员,易于满足。客运人员对他们要主动给以照顾和关心。4.Satisfiedpassengers

Thecharacteristicsofsatisfiedpassengersarethatmostofthemhavenoexcessiverequirements,aremoreconsiderateofpassengerservicepersonnel,andareeasytomeet.Passengertransportpersonnelshouldtaketheinitiativetotakecareofandcareforthem.根据旅客心理和行为表现特点划分Dividedaccordingtothecharacteristicsofpassengers'psychologicalandbehavioralperformance5.安静型旅客安静型旅客的特点是动作、反应较缓慢,易于疲劳。客运人员对其要给予较多的关心、照顾。在他们睡眠休息时,可为他们拉上窗帘、关上阅读灯(如有时)。5.Quietpassengers

Suchpassengersareslowtoreactandeasytobetired.Passengertransportpersonnelshouldpaymoreattentionandcaretothem.Whentheysleepandrest,passengertransportpersonnelcanclosethecurtainsandturnoffthereadinglight(ifany).根据旅客心理和行为表现特点划分Dividedaccordingtothecharacteristicsofpassengers'psychologicalandbehavioralperformance6.享受型旅客享受型旅客的特点是对旅途生活要求较高,比较讲究。客运人员应尽量提供有利条件,满足其需要,若条件达不到时应做耐心解释,切忌有急躁情绪和冷淡态度。6.Enjoyingpassengers

Thecharacteristicofenjoyingpassengersisthattheyhavehighrequirementsfortravellifeandpaymoreattentiontoit.Passengertransportpersonnelshalltrytheirbesttoprovidefavorableconditionstomeettheirneeds.Iftheconditionsarenotmet,theyshallexplainpatientlyandavoidimpatienceandcoldness.根据旅客心理和行为表现特点划分Dividedaccordingtothecharacteristicsofpassengers'psychologicalandbehavioralperformance7.抑郁型旅客抑郁型旅客的特点是往往沉默寡言,食欲和睡眠较差。客运人员应热心相待,主动关心,减轻其乘车心理压力。7.Depressedpassengers

Depressedpassengersarecharacterizedbysilence,poorappetiteandsleep.Passengertransportpersonnelshouldtreatthemwarmlyandtaketheinitiativetocare,soastoreducetheirpsychologicalpressure.根据旅客心理和行为表现特点划分Dividedaccordingtothecharacteristicsofpassengers'psychologicalandbehavioralperformance8.焦躁型旅客焦躁型旅客的特点是情绪不稳定,易于亢奋。客运人员对他们应见机行事,不一定要有过多接触。8.Anxiouspassengers

Anxiouspassengersarecharacterizedbyemotionalinstabilityandeasytogetexcited.Passengertransportpersonnelshouldactaccordingtotheircircumstancesanddonothavetohavetoomuchcontactwiththem.根据旅客心理和行为表现特点划分Dividedaccordingtothecharacteristicsofpassengers'psychologicalandbehavioralperformance9.挑剔型旅客挑剔型旅客的特点是性格外向,说话尖刻,好挑剔。客运人员应虚心接受其意见,避免发生争执。9.Pickypassengers

Pickypassengersarecharacterizedbyextroversion,sharpspeechandpickiness.Passengertransportpersonnelshallaccepttheiropinionswithanopenmindtoavoiddisputes.根据旅客出行目的和职业划分Dividedaccordingtothetravelpurposeandoccupationofpassengers1.公务出行者

公务出行者包括人大代表、政协委员及其他政府公务员等。1.OfficialtravelersOfficialtravelersincludedeputiestotheNationalPeople'sCongress,membersoftheCPPCCandothergovernmentcivilservants.2.BusinesstravelersTravelersofstate-ownedenterprisesforworkPrivateentrepreneursHawker2.商务出行者(1)国有企业公出旅客

(2)私营企业家(3)小商小贩根据旅客出行目的和职业划分Dividedaccordingtothetravelpurposeandoccupationofpassengers3.因私出行者(1)旅行结婚旅客(2)旅游观光旅客(3)求医治病旅客(4)奔丧的旅客3.PrivatetravelersTravelingmarriedpassengerTouristPassengersseekingmedicaltreatmentMourningpassengers根据旅客出行目的和职业划分Dividedaccordingtothetravelpurposeandoccupationofpassengers4.其他出行者(1)法律工作者(2)新闻记者(3)军人旅客(4)专家工程技术人员(5)老年旅客(6)妇女儿童