5.3.1服務(wù)情感和意志品質(zhì)（雙語）課件講解

（Railwaypassengertransportservices）鐵路旅客運(yùn)輸服務(wù)內(nèi)容文字：≥16號(hào)層級(jí)序號(hào)

一、1.（1）01①（Psychologyofrailwaypassengerservicepersonnel）鐵路客運(yùn)服務(wù)人員心理相關(guān)知識(shí)Therelevantknowledge二、意志（Waitingroomservice）三、意志和情感的關(guān)系（Passengerboardingandlanding）一、情感（Waitingroomservice）情

感01.Emotion鐵路客運(yùn)服務(wù)人員心理Psychologyofrailwaypassengerservicepersonnel情緒與情感是人對(duì)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(yàn)。短時(shí)間內(nèi)的主觀體驗(yàn)叫情緒,比如喜悅、氣憤、憂愁等情緒;長時(shí)間內(nèi)與社會(huì)性需要相聯(lián)系的穩(wěn)定的體驗(yàn)叫情感,如理智感、道德感、美感等。一、問詢處服務(wù)工作InformationdeskserviceEmotionandaffectionaresubjectiveexperiencesgeneratedbypeopleaboutwhetherobjectivethingsmeettheirneeds.Thesubjectiveexperienceinashorttimeiscalledemotion,suchasjoy,anger,sadnessandotheremotions;Thestableexperienceassociatedwithsocialneedsforalongtimeiscalledemotion,suchassenseofreason,senseofmorality,andsenseofbeauty.意

志02.Will鐵路客運(yùn)服務(wù)人員心理Psychologyofrailwaypassengerservicepersonnel二、候車室服務(wù)工作意志就是人自覺地確定目的并支配其行動(dòng)以實(shí)現(xiàn)預(yù)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(shí)、有目的、有計(jì)劃地向著一定的和事先知道的目標(biāo)前進(jìn)。Willisthementalprocessinwhichmanconsciouslydetermineshispurposeandcontrolshisactionstoachievehisintendedpurpose.Itcanconsciouslyestablishthegoal,isoneofthecharacteristicsofhumanbehavior,canbeconscious,purposeful,plannedtowardsacertainandknowngoalforward.Waitingroomservice二、候車室服務(wù)工作意志對(duì)行動(dòng)的調(diào)節(jié),有發(fā)動(dòng)和制止兩個(gè)方面。前者在于推動(dòng)人去從事達(dá)到預(yù)定目的所必需的行動(dòng),后者在于制止不符合預(yù)定目的的行動(dòng)。Theadjustmentofwilltoactionhastwoaspects:startingandstopping.Theformeristomotivatepeopletotakeactionnecessarytoachieveapredeterminedend,andthelatteristopreventactionthatdoesnotconformtoapredeterminedend.Waitingroomservice意志不僅調(diào)節(jié)外部動(dòng)作,還可以調(diào)節(jié)人的心理狀態(tài)。Thewillnotonlyregulatestheexternalaction,butalsoregulatesthepsychologicalstateofpeople.二、候車室服務(wù)工作意志對(duì)行為的調(diào)節(jié)和支配并不總是輕而易舉的,常會(huì)遇到各種外部的或內(nèi)部的困難,因此,意志行動(dòng)的實(shí)現(xiàn)往往與困難的克服相聯(lián)系。Itisnotalwayseasyforthewilltoadjustanddominatethebehavior,anditoftenencountersvariousexternalorinternaldifficulties.Therefore,therealizationofthewillactionisoftenassociatedwiththeovercomingofdifficulties.Waitingroomservice服務(wù)人員良好的意志品質(zhì),表現(xiàn)為意志的自覺性、果斷性、堅(jiān)持性和自制力。Thegoodwillqualityoftheservicepersonnelismanifestedastheconsciousness,decisiveness,persistenceandself-controlofthewill.意志和情感的關(guān)系03.Therelationshipbetweenwillandemotion鐵路客運(yùn)服務(wù)人員心理Psychologyofrailwaypassengerservicepersonnel情感可以成為意志的動(dòng)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(duì)某項(xiàng)意志行動(dòng)起阻礙作用的情緒實(shí)際上同時(shí)處于相互制約、此消彼長的關(guān)系之中。意志對(duì)情緒的影響,有時(shí)還表現(xiàn)為對(duì)情緒的直接控制。認(rèn)識(shí)、情感和意志是密切聯(lián)系、彼此滲透。Emotioncanbetheforceortheresistanceofthewill.Becausethewillitselfperformstheregulatoryfunction,theemotionsthathinderacertainwillactionareactuallyintherelationshipofmutualrestrictionandmutualgrowthanddeclineatthesametime.Theinfluenceofwillonemotionissometimesexpressedasdirectcontrolofemotion.Knowledge,emot