1.实训目标

Training objectives

训练优美标准的职业仪态。

①具备航空服务专业形象的基本职业仪态。

②能灵活地对动作加以运用，并养成良好习惯。

Training graceful and standard professional deportment.

①To have the basic professional deportment of aviation services.

②To have flexible application of the action, and to develop good habits.

2.实训背景

Training background

从南宁飞往北京的CZ6283于18点起飞，机组成员进入登机前状态和飞行状态。

Flight CZ6283 from Nanning to Beijing will take off at 18:00, the cabin crew start to work in preparing mode of boarding and flying.

3.实训内容

Training content

模拟候机楼行走礼仪；模拟候机楼待机礼仪；模拟客舱迎客礼仪；模拟舱巡视礼仪；模拟舱餐饮服务。

Simulate the walking etiquette at passenger terminal; simulate standby etiquette at passenger terminal; simulate welcoming etiquette in the cabin; simulate the patrol etiquette in the cabin; simulate the catering services in the cabin.Please simulate the training process.

4.实训要求

Training Requirements

在模拟舱外走廊和模拟舱内，进行各种站姿、走姿、蹲姿、手势、鞠躬、微笑等仪态的训练，掌握动作规范,能自行纠错直至形成习惯。

每16人一组，6人模拟机组乘务员，其余人模拟乘客，然后互换角色。

模拟候机楼行走礼仪，含携物礼仪。女乘务员左肩挎包、右手拉箱；男乘务员左手提包，右手拉箱。通过候机楼时，纵队行进，步伐有韵律美感。注意不要甩动飞行箱或者身体摇晃，行进间不勾肩搭背，不可吃东西、打手机或者高声喧哗。

模拟候机楼待机坐姿，标准坐姿，集中就座，安静等候。不与乘客混坐，不可吃东西、嬉闹、补妆、打瞌睡，不跷二郎腿、不抖动双腿。飞行箱集中摆放整齐。禁止坐在窗台上、柜台上和台阶上。

模拟客舱迎客礼仪，乘务员站在客舱内指定位置，面对乘客呈45 °，恭候客人登机。标准站姿、鞠躬、手势、真诚甜美的微笑训练。

模拟舱巡视礼仪，乘务员在客舱走动，观察旅客需求、安全状况，处理特殊情况，提供及时周到的服务。在正确站姿的基础上，轻稳迈步，双手交叉握于腹部，手腕略微上抬，双臂微收。微笑前进。指示行李放置、检查起飞和降落时客人是否关闭电子设备，巡视客人在飞行期间有何需求，检查行李架，指示座位号码、座椅位置。

模拟舱餐饮服务礼仪，在模拟舱中进行模拟餐饮服务，让学生加上各种姿态。包括端、拿、倒、送、放、收、捡的标准动作。含走姿、微笑、指示、蹲式服务等。

对着镜子练习常用手势，包括请、招呼他人、挥手道别、指引方向、递接物品、展示物品等手势，站姿、走姿、蹲姿、微笑、眼神等仪态，互相纠正。

当一组同学模拟场景表演时，其他组的同学可为其进行监督和评估，老师可先制作评分表，由同学自己互相评分并在表演完毕后给予讲解。

Training a variety of postures and deportments，such as standing, walking，squatting，handsdown，bow，smile，etc.Deportment training in the cabin and ground.To master standardization movement, can correct errors by themselves until the correct postures and deportments become habits.Every 16 persons form a group, six simulate cabin crew, the rest simulate passengers, and then exchange roles.

Simulate the walking etiquette at passenger terminal,including etiquette of carrying things.Female flight attendants carry bag on left shoulder, pull case in right hand; male flight attendants carry bag in left hand, pull case in right hand, when walk through the terminal, moving in column with the pace of rhythm and beauty.Don’t swing flight case or shake body, don’t rub shoulders during walking, don’t eat or play cell phones or make loud noise.

Simulate sitting posture at terminal, sit with standard posture, sit together, wait quietly.Do not sit with passengers , don’t eat, frolic, makeup, doze, cross and shake legs.Put flight cases tidily.Prohibit sitting on the windowstill, counters and steps.

Simulate welcoming etiquette in the cabin, flight attendants stand at the specific location of the cabin, face to passengers at a 45 degree angle, waiting for passengers boarding.Training standard standing posture，bowing, gestures, sweet and sincere smile.

Simulate the patrol etiquette in the cabin; flight attendents walk in the cabin, observe passengers’ demand，security situation, deal with special circumstances, provide timely and thoughtful service.On the basis of the right standing posture，walk lightly and steady，shake hands folded in the abdomen, wrist slightly elevate, arms closed slightly, move forward with smile.Indicate luggage location, check whether passengers turn off their electronic equipments when aircraft takeoff and landing, inspect if passengers have any demands during the flight, check luggage rack, indicate the seat number, seat position.

Simulate catering services in cabin，train a variety of standard gestures, including how to carry, take, pour, send, collect, pick up, walk, smile, indicate, squat, etc.

Practice in front of a mirror, including how to invite, say hello to others, wave goodbye, guide the direction, pass and pick up, display items, standing, walking, squatting posture, smile, eyecontact, and correct each other.

When a group of students are performing simulation scenarios, students in other groups can monitor and evaluate.Teacher can make a grading sheet for students to grade each other, then explain and comments the process when performance is finished.