5.3.1服務情感和意志品質（雙語）課件講解

（Railwaypassengertransportservices）鐵路旅客運輸服務內(nèi)容文字：≥16號層級序號

一、1.（1）01①（Psychologyofrailwaypassengerservicepersonnel）鐵路客運服務人員心理相關知識Therelevantknowledge二、意志（Waitingroomservice）三、意志和情感的關系（Passengerboardingandlanding）一、情感（Waitingroomservice）情

感01.Emotion鐵路客運服務人員心理Psychologyofrailwaypassengerservicepersonnel情緒與情感是人對于客觀事物是否符合自己的需要所產(chǎn)生的一種主觀體驗。短時間內(nèi)的主觀體驗叫情緒,比如喜悅、氣憤、憂愁等情緒;長時間內(nèi)與社會性需要相聯(lián)系的穩(wěn)定的體驗叫情感,如理智感、道德感、美感等。一、問詢處服務工作InformationdeskserviceEmotionandaffectionaresubjectiveexperiencesgeneratedbypeopleaboutwhetherobjectivethingsmeettheirneeds.Thesubjectiveexperienceinashorttimeiscalledemotion,suchasjoy,anger,sadnessandotheremotions;Thestableexperienceassociatedwithsocialneedsforalongtimeiscalledemotion,suchassenseofreason,senseofmorality,andsenseofbeauty.意

志02.Will鐵路客運服務人員心理Psychologyofrailwaypassengerservicepersonnel二、候車室服務工作意志就是人自覺地確定目的并支配其行動以實現(xiàn)預定目的的心理過程。它能夠自覺地確立目的,是人行為的特征之一,能夠有意識、有目的、有計劃地向著一定的和事先知道的目標前進。Willisthementalprocessinwhichmanconsciouslydetermineshispurposeandcontrolshisactionstoachievehisintendedpurpose.Itcanconsciouslyestablishthegoal,isoneofthecharacteristicsofhumanbehavior,canbeconscious,purposeful,plannedtowardsacertainandknowngoalforward.Waitingroomservice二、候車室服務工作意志對行動的調(diào)節(jié),有發(fā)動和制止兩個方面。前者在于推動人去從事達到預定目的所必需的行動,后者在于制止不符合預定目的的行動。Theadjustmentofwilltoactionhastwoaspects:startingandstopping.Theformeristomotivatepeopletotakeactionnecessarytoachieveapredeterminedend,andthelatteristopreventactionthatdoesnotconformtoapredeterminedend.Waitingroomservice意志不僅調(diào)節(jié)外部動作,還可以調(diào)節(jié)人的心理狀態(tài)。Thewillnotonlyregulatestheexternalaction,butalsoregulatesthepsychologicalstateofpeople.二、候車室服務工作意志對行為的調(diào)節(jié)和支配并不總是輕而易舉的,常會遇到各種外部的或內(nèi)部的困難,因此,意志行動的實現(xiàn)往往與困難的克服相聯(lián)系。Itisnotalwayseasyforthewilltoadjustanddominatethebehavior,anditoftenencountersvariousexternalorinternaldifficulties.Therefore,therealizationofthewillactionisoftenassociatedwiththeovercomingofdifficulties.Waitingroomservice服務人員良好的意志品質,表現(xiàn)為意志的自覺性、果斷性、堅持性和自制力。Thegoodwillqualityoftheservicepersonnelismanifestedastheconsciousness,decisiveness,persistenceandself-controlofthewill.意志和情感的關系03.Therelationshipbetweenwillandemotion鐵路客運服務人員心理Psychologyofrailwaypassengerservicepersonnel情感可以成為意志的動力，情緒也可以成為意志的阻力。由于意志本身執(zhí)行著調(diào)節(jié)功能,因此,對某項意志行動起阻礙作用的情緒實際上同時處于相互制約、此消彼長的關系之中。意志對情緒的影響,有時還表現(xiàn)為對情緒的直接控制。認識、情感和意志是密切聯(lián)系、彼此滲透。Emotioncanbetheforceortheresistanceofthewill.Becausethewillitselfperformstheregulatoryfunction,theemotionsthathinderacertainwillactionareactuallyintherelationshipofmutualrestrictionandmutualgrowthanddeclineatthesametime.Theinfluenceofwillonemotionissometimesexpressedasdirectcontrolofemotion.Knowledge,emot