文献出处： Markus G. The language communication of civil aviation flight attendants service [J]. The TQM Journal, 2016, 5(2): 17-26.原文The language communication of civil aviation flight attendants serviceMarkus G.AbstractIn this paper, the linguistics, communication and the combination of civil aviation service psychology, from the oral communication, nonverbal communication, the use of bilingual intercultural communication, and the principle of language communication and so on research of civil aviation services, highlighting the role of language in the service, emphasis on a variety of integrated use of the way of language communication, by raising the level of language communication, to improve the quality of the civil aviation services, establish a good corporate image.Keywords: Language communication; Civil aviation services; Communicative principle; Flight attendants1 IntroductionWith the development of civil aviation services, air passenger as a social profession, work in the long-term practice has formed its own common language - cabin service term. Service in the process of language use, both reflect the level of service staff personal, and represent the spirit airlines, and even affect the development of the whole civil aviation. The success or failure of language communication, so to speak, the success or failure of a direct impact on the cabin service.2 The use of oral communicationIn the process of the cabin services, cabin crew language expression must not powerful and unconstrained style, want to say what you like, must according to the specific requirements of the civil aviation services and special rules. Its basic principle is: talk gently, clear; Language is concise, popular and lively; Smooth tone kind; Statement is fluent, textbook; Call right, talk with your respectful name; Speak politely and enthusiasm; the language standard, articulate.2.1 Greeting language artWelcome to language. Such as "welcome to take this flight" "service for you, I am very happy!" and so on. Greeting. Cabin crew, according to different object, time, place, situation, active greetings. Such as "a hard journey", "good morning" "wish you a pleasant journey," "good night" and so on. The courtesy call language is called language. Generally can be divided into your respectful name, collectively, modestly. Your respectful name is respect for people. When ask someone's name, it should be said surnames with " Mr ", such as " Mr Howard", "ambassador", "miss Mary", etc. Modest appellation is respect for each other. In daily communication, which has been rarely used. Ask for language. Cabin crew active use for language, can make the passengers feel respected. Such as: "you need a blanket, please?" "What I can do for you?" "Do you want to add some drinks?" wishes can be roughly divided into three categories, one is the holiday wishes. Such as "happy New Year to everyone traveler!" "I wish you all a merry Christmas!” etc. The second is birthday wishes, etc. The third is the general wishes. Such as "I wish you all a pleasant journey"2.2 Praise language artAbraham Lincoln once said: "everyone likes to be praised. “When the flight attendants see passengers do or get achievements worthy of praise, be sure to put it out. Such as: praised travelers dressed "you a nice sweater, especially the collar is very unique." Or praised passenger's children "your son is so cute!" OR praised behavior by the passenger, "I'm sorry to keep you waiting so long! You really have the patience". Appropriate praise can increase the satisfaction of passengers, but improper praise will bring bad effects, so the flight attendants in the use of praise, attention should be paid to the following aspects: praise to real, from the heart: false praise and counterproductive. Compliments are specific, in-depth and meticulous: abstract thing it is often difficult to determine its scope, and beautiful things should give is visible, tangible. The so-called in-depth and meticulous is at the time of praise, to excavate the potential of the other party, adding value to the other party, is the role of the more praise. Praise to see whether the object: in interpersonal interaction, each person's age, personality, culture, occupation, hobbies are different, the so-called "turnip greens, his taste," praise will vary from person to person. Praise to timing: language communication with strong timeliness, appropriate praise, multiplier effect; Praise early or too late will bring bad effect to praise. Praise also note scale: a moderate amount of praise can make each other feel gratified and exciting; Excessive compliment, empty flattery, or frequency is overmuch, can make each other uncomfortable, even embarrassing, disgusting, the results backfire.2.3 Language art of apologizingIn the process of the cabin services, cabin crew to avoid errors or unexpected trouble because of the job, discontent or unhappiness. Regardless of the cause of their unhap。