服务人员的心理挫折铁路旅客运输服务课件

服务人员的心理挫折PsychologicalFrustrationofServicePersonnelRailwayPassengerTransportService铁路旅客运输服务心理挫折外在因素ExternalFactorsofPsychologicalFrustration心理挫折内在因素InternalFactorsofPsychologicalFrustration心理挫折PsychologicalFrustration在心理学上，挫折是指一种情绪状态，主要是指个体在从事有目的的活动过程中，由于遇到阻碍和干扰，使个人需要不能满足，动机无法实现而产生的紧张状态和情绪反应。心理挫折产生可分为外在因素和内在因素两类。

Inpsychology,frustrationreferstoanemotionalstate:sometensionandemotionalreactioncausedbytheinabilitytomeetpersonalneedsandrealizemotivationduetoobstaclesandinterferenceintheprocessofpurposefulactivities.

Thefactorscausingpsychologicalfrustrationcanbedividedintoexternalfactorsandinternalfactors.心理挫折外在因素ExternalFactorsofPsychologicalFrustration心理挫折外在因素又可分为实质环境与社会环境。实质环境是指个人能力无法克服的自然环境。社会环境是指所有个人在社会生活中所遭受到的政治、经济、道德、宗教、风俗习惯等人为的限制。

Theexternalfactorsofpsychologicalfrustrationcanbedividedintosubstantiveenvironmentandsocialenvironment.Substantiveenvironmentreferstothenaturalenvironmentthatcannotbeovercomebyindividualability.Socialenvironmentreferstothepolitical,economic,moral,religious,customsandotherman-maderestrictionsthatallindividualssufferinsociallife.心理挫折内在因素InternalFactorsofPsychologicalFrustration心理挫折内在因素包括个人的生理条件与动机的冲突。个人的生理条件,是指个人具有的智力、能力、容貌、身材以及生理上的缺陷疾病所带来的限制。动机的冲突,是指个人在日常生活中,经常同时产生两个或两个以上的动机,假如这些并存的动机无法同时获得满足,而且互相对立或排斥,其中某一个动机获得满足,其他动机受到阻碍,则产生难于做决择的心理状态。

Theinternalfactorsofpsychologicalfrustrationincludepersonalphysiologicalconditionsandtheconflictofmotives.Personalphysiologicalconditionsrefertothelimitationsbroughtbyanindividual'sintelligence,ability,appearance,figureandphysicaldefects.Theconflictofmotivesreferstothatindividualsoftenproducetwoormoremotivesatthesametimeintheirdailylife.Ifthesecoexistingmotivescannotbesatisfiedatthesametime,andtheyopposeorexcludeeachother,oneofthemissatisfiedandtheothermotivesarehindered,itwillproduceapsychologicalstatethatitisdifficulttomakeadecision.铁路客运人员的挫折因素主要有学习挫折、家庭挫折、人际挫折、恋爱挫折、病残挫折、感情挫折、专业选择挫折等。作为铁路客运职工，,当受到挫折后,其原因不论是属于外在因素还是内在因素，都不应该把愤怒、攻击、不安、冷漠等情绪上的反应带到工作中去。

Thefrustrationfactorsofrailwaypassengertransportpersonnelmainlyincludelearningfrustration,familyfrustration,interpersonalfrustration,lovefrustration,disabilityfrustration,emotionalfrustration,professionalchoicefrustrationandsoon.Asrailwaypassengertransportworkers,whentheyarefrustrated,thereasons,whetherex