民航客舱危机处置中言语表达和沟通艺术研究

Research on the Speech Expression Art and Communication in the Management of Civil Aviation Cabin Crisis

如今,民航客场安全管理工作最为关键的方式便是借助客舱安全有关人员口述内容,客舱广播以及客舱中标识语言或是其余书面材料实现同乘客之间的交流,即安全语言。而在飞机处于危机状态下,安全语言的作用至关重要,若其失效,客舱安全管理便无法进行,混乱的乘客反而使得危险程度进一步提高。为此,该文简要分析民航客舱危机处理过程中造成安全语言失效的主要原因,同时提出保持优秀的沟通心态以及合理运用说服技巧等具体方式,以期帮助乘务员明确如何在客舱危机之中掌握妥善的言语表达,提高乘务员的沟通艺术。

Nowadays,the most critical way of the away safety management of civil aviation is to realize the communication with passengers through the dictation of cabin safety personnel,cabin broadcast,cabin identification language or other written materials,namely safe language.When the plane is in a state of crisis,the role of safety language is crucial.If it fails,the cabin security management cannot be carried out,and the chaotic passengers further increase the degree of danger.To this end,the paper gives a brief analysis of civil aviation passenger cabin crisis due to safety in the process of language,the main reasons for the failure and keep good communication attitude and reasonable using specific ways such as persuasion skills,in order to help the flight attendants clear how to master proper words to express in the cabin crisis,improve the communication of the attendant art.