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class="title">空姐该如何巧妙应用沟通应变术</h1><div class="newsInfoWrap"><div class="leftInfo"><span class="newsInfo">发表时间：2018-04-23 11:21</span></div></div><div class="line1"></div><div class="richContent richContent0"><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">空姐该如何巧妙应用沟通应变术</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">客舱是封闭的，<a href="https://web.archive.org/web/20211204225939/http://www.scjdgcxx.com/" src="http://www.scjdgcxx.com" style="color:#115970;text-decoration:none;" target="_blank">达州铁路学校</a>但不是静止的，来来往往的旅客，尽管借助飞机这个交通工具到达的目的地可能是一样的，但在或长或短的旅途中，每个旅客的所思所想所需不可能是完全一样的，除此以外，航班延误、机型老化、空地环节断链、乘务员工作失误等这些因素都会让旅客对客舱服务的评定产生负面印象，而在这其中，乘务员如果因为沟通不到位，给旅客带来不好的服务感受，可能更会让这些负面印象升级，甚至造成一种不可挽回的波澜局面。</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">那么作为一名被称为“客舱主人”的乘务员，如何通过主动性的沟通，化解危机，平息风波，同时在客舱里更好地尽到地主之谊，与旅客建立起良好的人际关系，形成和谐的客舱氛围，这其中沟通应变术的巧妙运用就显得十分有必要了。</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">汉语是一门博大精深的语言，许多词语的解释在不同的语境中会有不同的含义，而且词语中包含的字也可以通过组合，移花接木顺延出不同的诠释，乘务员可以借用这一特性，把具有消极影响的词意巧妙转成具有积极影响的词意，从而化解尴尬。</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">一、巧用比较，借题发挥转注意</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">旅客对于乘机感受的优劣评定常常是通过参照比较，然后得出一个较主观的结论，而他们的参照多为曾经有过的乘机经历，在这里，机型及客舱里的硬件设施是最易成为旅客先入为主的评定因素，而乘务员如果在沟通中能够巧用比较，借题发挥，不仅能转移旅客的注意，可能还会有出其不意的效果.</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">二、巧搭台阶，转移方向息战火</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">在客舱中，乘务员与旅客及旅客彼此之间大多是初次见面，对于陌生人，人们的包容和忍耐度相对会欠缺一点，常常会因为一点小事而引发出矛盾，如果劝阻不及时或沟通不当，甚至会蔓延成一场大的冲突，笔者就曾听说过旅客因为行李包箱而大打出手的事件。作为乘务员由于自身工作的失误或遭遇了旅客间的摩擦时，可以运用沟通应变术，巧搭下台台阶，以此来平息风波，浇灭战火</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">三、巧找突破，顺水推舟化危机</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">在培训中，培训师讲到沟通首先要教大家学会的就是破冰技巧，<a href="https://web.archive.org/web/20211204225939/http://www.scjdgcxx.com/" src="http://www.scjdgcxx.com" style="color:#115970;text-decoration:none;" target="_blank">达州铁路学校</a>破冰顾名思义就是打破人与人之间妨碍彼此沟通和交流的重重障碍，仿佛冰海行船，唯有突破那一层层厚实的坚冰，才能通行无阻，顺利地到达彼岸。乘务员在面对一些冲突和危机事件时，就应具备破冰能力，巧妙寻找有效的突破点，并顺水推舟让冲突与危机化解于无形之中.</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">四、巧转主体，换位思考赢赞誉</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">现代管理之父德鲁克针对有效沟通曾说过下面这句话</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">一个人必须知道该说什么，一个人必须知道什么时候说，一个人必须知道对谁说，一个人必须知道怎么说。这句话里涵盖了达成有效沟通的几个关键点：话题的定位，时机的掌握，沟通主体的确立及应变技巧的运用。在客舱服务中，我们面对一些问题的处理和解决时，如果能够先确立好真正的沟通主体是谁，并能换位思考想到对方的需求点，那么在问题的处置中可能就会达到事半功倍的效果。</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">五、巧选用字（词），提升服务创和谐.</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">马克·吐温曾说过：“恰当的用字极具威力，每当我们用对了字眼……我们的精神和肉体都会有很大的转变，就在电光石火之间”。的确如此在客舱服务中，乘务员小小一句话，一个用字的变换可能就会给客人带来不同的感受。</p><p style="margin:10px 0px 15px;padding:0px;color:#333333;font-family:Arial;line-height:25px;text-indent:24px;">总而言之，面对如今“最大的不变就是变化”的客舱服务，乘务员如果能够根据不同的场景与语境，恰到好处地巧妙运用沟通应变术，那么一定会给旅客带来更好的服务感受，为他们营造出一个温馨、和谐的“空中之家”。</p><p><br></p></div><div 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