5.3.1服务情感和意志品质（双语）课件讲解

（Railwaypassengertransportservices）铁路旅客运输服务内容文字：≥16号层级序号

一、1.（1）01①（Psychologyofrailwaypassengerservicepersonnel）铁路客运服务人员心理相关知识Therelevantknowledge二、意志（Waitingroomservice）三、意志和情感的关系（Passengerboardingandlanding）一、情感（Waitingroomservice）情

感01.Emotion铁路客运服务人员心理Psychologyofrailwaypassengerservicepersonnel情绪与情感是人对于客观事物是否符合自己的需要所产生的一种主观体验。短时间内的主观体验叫情绪,比如喜悦、气愤、忧愁等情绪;长时间内与社会性需要相联系的稳定的体验叫情感,如理智感、道德感、美感等。一、问询处服务工作InformationdeskserviceEmotionandaffectionaresubjectiveexperiencesgeneratedbypeopleaboutwhetherobjectivethingsmeettheirneeds.Thesubjectiveexperienceinashorttimeiscalledemotion,suchasjoy,anger,sadnessandotheremotions;Thestableexperienceassociatedwithsocialneedsforalongtimeiscalledemotion,suchassenseofreason,senseofmorality,andsenseofbeauty.意

志02.Will铁路客运服务人员心理Psychologyofrailwaypassengerservicepersonnel二、候车室服务工作意志就是人自觉地确定目的并支配其行动以实现预定目的的心理过程。它能够自觉地确立目的,是人行为的特征之一,能够有意识、有目的、有计划地向着一定的和事先知道的目标前进。Willisthementalprocessinwhichmanconsciouslydetermineshispurposeandcontrolshisactionstoachievehisintendedpurpose.Itcanconsciouslyestablishthegoal,isoneofthecharacteristicsofhumanbehavior,canbeconscious,purposeful,plannedtowardsacertainandknowngoalforward.Waitingroomservice二、候车室服务工作意志对行动的调节,有发动和制止两个方面。前者在于推动人去从事达到预定目的所必需的行动,后者在于制止不符合预定目的的行动。Theadjustmentofwilltoactionhastwoaspects:startingandstopping.Theformeristomotivatepeopletotakeactionnecessarytoachieveapredeterminedend,andthelatteristopreventactionthatdoesnotconformtoapredeterminedend.Waitingroomservice意志不仅调节外部动作,还可以调节人的心理状态。Thewillnotonlyregulatestheexternalaction,butalsoregulatesthepsychologicalstateofpeople.二、候车室服务工作意志对行为的调节和支配并不总是轻而易举的,常会遇到各种外部的或内部的困难,因此,意志行动的实现往往与困难的克服相联系。Itisnotalwayseasyforthewilltoadjustanddominatethebehavior,anditoftenencountersvariousexternalorinternaldifficulties.Therefore,therealizationofthewillactionisoftenassociatedwiththeovercomingofdifficulties.Waitingroomservice服务人员良好的意志品质,表现为意志的自觉性、果断性、坚持性和自制力。Thegoodwillqualityoftheservicepersonnelismanifestedastheconsciousness,decisiveness,persistenceandself-controlofthewill.意志和情感的关系03.Therelationshipbetweenwillandemotion铁路客运服务人员心理Psychologyofrailwaypassengerservicepersonnel情感可以成为意志的动力，情绪也可以成为意志的阻力。由于意志本身执行着调节功能,因此,对某项意志行动起阻碍作用的情绪实际上同时处于相互制约、此消彼长的关系之中。意志对情绪的影响,有时还表现为对情绪的直接控制。认识、情感和意志是密切联系、彼此渗透。Emotioncanbetheforceortheresistanceofthewill.Becausethewillitselfperformstheregulatoryfunction,theemotionsthathinderacertainwillactionareactuallyintherelationshipofmutualrestrictionandmutualgrowthanddeclineatthesametime.Theinfluenceofwillonemotionissometimesexpressedasdirectcontrolofemotion.Knowledge,emot