空乘人员投诉性危机处理策略浅谈

Flight Attendants’Strategies in Handling Complaint Crisis

投诉性危机是空乘人员遇到的最多的一类危机事件。处理此类危机总的原则是:大事化小,小事化了。本文主要以航班延误为例,具体阐述了空乘人员对投诉性危机的处理策略:平息怨气法;适当补偿法;欲擒故纵法。

Complaint crisis is one of the most ~equently happened crisis to flight attendants. The basic principle of handling this crisis is to try to make the problem sound less serious and then to eliminate it to nothing at all. This article takes flight delay as an example and explains the strategies in handling complaint crisis in detail. These strategies include calming down the anger, proper compensation, leaving the passengers at large to better apprehend them.