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1、=精选公文范文，管理类，工作总结类，工作计划类文档，欢迎阅读下载=民航服务空乘外文文献翻译最新译文文献出处：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 service Markus G. Abstract In this paper, the linguistics, c
2、ommunication 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
3、in the service, emphasis on a variety of integrated use of the way of language communication, by raising the level of =精选公文范文，管理类，工作总结类，工作计划类文档，欢迎阅读下载= language communication, to improve the quality of the civil aviation services, establish a good corporate image. Keywords: Language communication; C
4、ivil aviation services; Communicative principle; Flight attendants 1 Introduction With 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, bot
5、h 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 communicatio
6、n In the process of the cabin services, cabin crew language expression must not powerful and =精选公文范文，管理类，工作总结类，工作计划类文档，欢迎阅读下载= 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 ge
7、ntly, 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. Greeting language art Welcome to language. Such as to take this flightfor you, I am ver
8、y happy!and so on. Greeting. Cabin crew, according to different object, time, place, situation, active greetings. Such as nightand 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 peo
9、ple. When ask someones name, it should be said surnames with been rarely used. Ask for language. Cabin crew active=精选公文范文，管理类，工作总结类，工作计划类文档，欢迎阅读下载= use for language, can make the passengers feel respected. Such as: add some drinks?Such as New Year to everyone traveler!wish you all a merry Christmas!
10、” etc. The second is birthday wishes, etc. The third is the general wishes. Such as journey Praise language art Abraham Lincoln once said: 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 %unique.”
11、Or praised passengers children 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 h
12、eart: false praise and counterproductive. Compliments are specific, in-depth and meticulous: abstract thing it is often =精选公文范文，管理类，工作总结类，工作计划类文档，欢迎阅读下载= 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 p
13、raise, 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 persons age, personality, culture, occupation, hobbies are different, the so-called language communication with s
14、trong 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
15、uncomfortable, even embarrassing, disgusting, the results backfire. Language art of apologizing In the process of the =精选公文范文，管理类，工作总结类，工作计划类文档，欢迎阅读下载= cabin services, cabin crew to avoid errors or unexpected trouble because of the job, discontent or unhappiness. Regardless of the cause of their unh
16、appiness is subjective or objective, the flight attendants are disposed of properly. Must first master the art of good apology, a real apology is not entirely mistaken, but in order to eliminate the hatred and misunderstanding, get understanding, restore harmony relationship. The art of apology, lies
