民航服务空乘外文文献翻译最新译文

文献出处：Markus G. The language communication of civil aviation flight attendants service [J]. The TQM Journal, 2016, 5(2): 17-26. 原文

The language communication of civil aviation flight attendants service

Markus G.

Abstract

In this paper, the linguistics, communication and the combination of civil aviation service psychology, from the oral communication, nonverbal communication, the use of bilingual intercultural communication, and the principle of language communication and so on research of civil aviation services, highlighting the role of language in the service, emphasis on a variety of integrated use of the way of language communication, by raising the level of language communication, to improve the quality of the civil aviation services, establish a good corporate image.

Keywords: Language communication; Civil aviation services; Communicative principle; Flight attendants 1 Introduction

With the development of civil aviation services, air passenger as a social profession, work in the long-term practice has formed its own common language - cabin service term. Service in the process of language use, both reflect the level of service staff personal, and represent the spirit airlines, and even affect the development of the whole civil aviation. The success or failure of language communication, so to speak, the success or failure of a direct impact on the cabin service.

2 The use of oral communication

In the process of the cabin services, cabin crew language expression must not powerful and unconstrained style, want to say what you like, must according to the specific requirements of the civil aviation services and special rules. Its basic principle is: talk gently, clear; Language is concise, popular and lively; Smooth tone kind; Statement is fluent, textbook; Call right, talk with your respectful name; Speak politely and enthusiasm; the language standard, articulate. 2.1 Greeting language art

Welcome to language. Such as \to take this flight\\for you, I am very

happy!\and so on. Greeting. Cabin crew, according to different object, time, place, situation, active greetings. Such as \night\and so on. The courtesy call language is called language. Generally can be divided into your respectful name, collectively, modestly. Your respectful name is respect for people. When ask someone's name, it should be said surnames with \\been rarely used. Ask for language. Cabin crew active use for language, can make the passengers feel respected. Such as: \add some drinks?\Such as \New Year to everyone traveler!\\wish you all a merry Christmas!” etc. The second is birthday wishes, etc. The third is the general wishes. Such as \journey\

2.2 Praise language art

Abraham Lincoln once said: \praised. “When the flight attendants see passengers do or get achievements worthy of praise, be sure to put it out. Such as: praised travelers dressed %unique.” Or praised passenger's children \long! You really have the patience”. Appropriate praise can increase the satisfaction of passengers, but improper praise will bring bad effects, so the flight attendants in the use of praise, attention should be paid to the following aspects: praise to real, from the heart: false praise and counterproductive. Compliments are specific, in-depth and meticulous: abstract thing it is often difficult to determine its scope, and beautiful things should give is visible, tangible. The so-called in-depth and meticulous is at the time of praise, to excavate the potential of the other party, adding value to the other party, is the role of the more praise. Praise to see whether the object: in interpersonal interaction, each person's age, personality, culture, occupation, hobbies are different, the so-called \language communication with strong timeliness, appropriate praise, multiplier effect; Praise early or too late will bring bad effect to praise. Praise also note scale: a moderate amount of praise can make each other feel gratified and exciting; Excessive compliment, empty flattery, or frequency is overmuch, can make each other uncomfortable, even embarrassing, disgusting, the results

backfire.

2.3 Language art of apologizing

In the process of the cabin services, cabin crew to avoid errors or unexpected trouble because of the job, discontent or unhappiness. Regardless of the cause of their unhappiness is subjective or objective, the flight attendants are disposed of properly. Must first master the art of good apology, a real apology is not entirely mistaken, but in order to eliminate the hatred and misunderstanding, get understanding, restore harmony relationship. The art of apology, lies in the following three aspects: indirect apology: in the work of flight, the flight attendants will inevitably because of some little things offend passenger, a public apology, and for some reason there is the inconvenience, this is can take circuitous apology. Attendant to a woman care too much, for example, temporarily ignored MS b, MS displeasure caused b, detect, and special care for MS b, the following aircraft help her, she say, all can make her understand your language contained in the apology, so as to achieve the aim of letting go. Etiquette to apologize, apologize for etiquette, because of the need for social occasions are generally. Such as Fujian, said: \service, and welcome aboard the flight again. “Or memorial gifts, said: \is a token of our airlines, hope you like it, and thank you for always support to us. “Sincerely apologize: sincerely apology if not many, but lies in whether sincerely to request understanding each other. As long as we are all in each other's shoes, contradictions will be resolved. So the key to the heartfelt apology is sincere, do have the sincerity. 3 The use of language communication

In the cabin vice language occupies an important role in the process of language communication, sometimes even better than the effect of oral communication. This independence of paralanguage also known as body language or language. Carter w. Becker, an American psychologist, put the body language is divided into three categories: one kind is dynamic in the first language of silent language, such as nodding, waving and smiling, eye contact, etc. The second type is static posture language, such as posture, clothing, hair style, etc. The third kind is the posture of the audio language, such as cough, sigh. In the process of the cabin services, the following are the main types of commonly used body language: 3.1 The head language

First language is by head's message of the event, including nodded, shook his head and

looked down, looked up, twist, etc., most of the world's countries and regions nationalities are useful habit of dedicating to the head. Someone had specifically examines the meanings have nodded in the first language of 13.In addition, the shaking table often negative, don't agree with, don't understand. Around slightly shaking doubt or don't have the heart to; Twist a head table often doubts and concerns; Look up table usually brave or proud; Back table often disappointed or weakness. Bowed their heads and said often depressed, sad, or obedience. 3.2 Sign language

Sign language is by hand and finger's message, it includes handshake, waved and finger gestures, etc. Its main effect is to enhance the spoken language expression expresses emotion. The use of sign language passenger warehouse service as follows:

Used to express the flight attendants emotions, visualization is spoken language. Such as aircraft turbulence, hovering in the sky, in order to appease passengers, flight attendants in the said: \don't worry, I can ensure the safety of the destination. “With the hand clap breast, can increase the tone of the guarantee degree. Used to indicate the specific objects. Such as \passengers, your oxygen mask is located in the top of the seat,\Can’t see the other person's eyes, will not be able to understand each other speak in what kind of state, and is also difficult to confirm each other for their own talk how to make a response. So in the civil aviation flight attendants and passengers to be normal in the process of communication, natural eye contact. 3.3 Smile

Language is by not phonate smile's message, it can not only become the \language communication, and is a silent \communication. It does not need to \it’s semantic. Smiles of cabin crew can always give a person with a kind, friendly, warm, make the person get feelings such as the spring breeze. As in service work appeared a little fault, smiled, contains \a person feel kind, trustworthy, sincerity. A smile can also cooperate with other non-verbal language, instead of the spoken language communication. If, when faced with difficult to accept things, can smile while shaking his head, politely declined, won't make a person feel very embarrassed.

3.4 Dress

Dress is relay information in clothing and accessories. It can show a person's temperament, hobbies, mental status, culture, social employment, living habits and ethnic customs and so on. Air cabin crew dress and make up the occupational is strong, has a unified requirements and regulations. An attendant costumes representing itself, airlines, the country's image, showing personality, neither, and the airline's reputation and dignity, also reflect the social civilization degree, level of morality, reflects the national and the style of The Times, as a result, the civil aviation flight attendants in clothing language must pay attention to the specification, neat, harmonious and modest. 4 Conclusions

Taken together, create a good environment for the civil aviation services, build high-quality civil aviation service brand, attract more service object is the goal of every airline struggle, while language communication is to achieve the goal of the key. In cabin service, flight attendants should not be limited to the language communication spoken language communication, but to the integrated use of a variety of communication methods. The verbal communication, body communication, communication, culture communication and so on, and according to different situations, different object, the flexible use of different communication principles. Only a comprehensive range of various language communication means in the application of civil aviation service, and with a sincere heart to treat every passenger, to impregnable in the fierce competition of the civil aviation services 译文

民航服务中空乘人员的语言交际

Markus G

摘要

本文把语言学, 交际学与民航服务心理学相结合, 从口语交际, 非语言交际, 跨文化双语交际的运用, 以及语言交际的原则等方面研究民航服务,突出语言在服务中的作用, 强调多种语言交际方式的综合运用, 通过提高语言交际水平, 来提升民航服务的质量, 树立良好的企业形象。

关键词：语言交际; 民航服务; 交际原则；空乘人员 1 引言

随着民航服务业的发展, 空中乘务作为一门社会职业, 在长期的工作实践中也形成了自己常用的语言——客舱服务用语。服务过程中语言的运用, 既体现服务人员个人的水准, 又代表着航空公司精神面貌, 甚至影响着整个民航业的发展状况。可以说语言交际的成败,直接影响着客舱服务的成败。 2口语交际的运用

在客舱服务过程中, 乘务人员的语言表达绝不能天马行空, 想说什么就说什么, 必须根据民航服务业的具体要求和专门的规则说话。其基本原则是: 谈吐文雅, 清楚明确; 用词简洁, 通俗活泼; 语调亲切平稳; 语句流畅, 合乎规范; 称呼恰当, 说话要用尊称; 说话方式委婉、热情; 语言标准, 发音清晰。 2.1招呼的语言艺术

欢迎语。如“欢迎乘坐本次航班” “为大家服务, 我非常愉快! ”等等。问候语。乘务人员根据不同的对象、时间、地点、情景, 主动问候。如“旅途辛苦了” “早上好”“祝您旅途愉快”“晚安”等等。称呼语是招呼语中的礼貌用语。一般可分为尊称、泛称、谦称。尊称是对人尊敬的称呼。在问别人姓名时应该说姓氏加“先生”, 如“霍华德先生”、 “大使先生”、“玛丽小姐”等。谦称是表示对对方的尊敬。在日常交际中, 已极少使用。征询语。乘务人员主动使用征询语, 能使旅客感到备受尊重。如:“请问, 您需要毛毯吗? ”“我还能为您做些什么呢? ”“您要增加些饮料吗? ”祝愿语大致可分为三类, 一是节日祝愿。如“祝各位旅客新年快乐! ”“祝大家圣诞快乐! ”等; 第二是生日祝愿等; 第三是一般性的祝愿。如“祝各位旅途愉快! ” 2.2赞美的语言艺术

美国总统林肯曾经说过: “每一个人都喜欢被赞美。”当乘务员看到旅客所做的事或所得到的成就值得赞美时, 一定要把它提出来。如:称赞旅客的衣着“您的毛衣真好看, 特别是衣领很独特。”; 或称赞旅客的小孩“您的儿子真是可爱! ”; 或称赞旅客的行为“对不起, 让您久等了! 您真有耐心”。恰当的赞美会增加旅客的满意度, 但是不恰当的赞美也会带来不良影响, 因此乘务员在使用赞美的时候, 要注意以下几个方面:赞美要真实, 发自内心: 虚假的赞美只会适得其反。赞美要具体、深入、细致: 抽象的东西往往很难确定它的范围, 而美的东西应给是看得见, 摸得着的。所谓深入、细致就是在赞美别人的时候, 要挖掘对方的潜质, 增加对方的价值感, 是赞美所起的作用更大。赞美要看对象: 在人际交往中, 每个人的年龄、性格、文化、职业、爱好都不同, 赞美也要因人而异。赞美要把握时机: （完整译文请到百度文库）交际语言有着浓厚的时效性, 适合的赞美, 效果倍增; 过早的赞美或过迟的赞

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