How flight attendants respond to the emotions of disgruntled passengers

Keep a low profile with a smile! I'm not as good as you to be a flight attendant. I worked as a cashier in a supermarket, and I met a lot of people who were very hungry and very low-class, but no matter what, I still smiled and answered, very simple, we are in this job, no way!

My personal advice is that if you encounter a passenger who is not doing something right, you can still smile from the perspective of concern or another way of saying it, or you can distance yourself a little, or praise other customers, I believe he should be self-aware, if this is not working, that. Give him still go out !!

If it's just coping, then self-comforting, tell yourself, don't take it to heart; After all, customers in the service industry have the right to complain about their grievances.

The most important thing is to resolve and dispel passengers' dissatisfaction or questions; This depends on your own professional service skills and your own industry knowledge.

May you all the best!! It is very good to resolve and relieve their dissatisfaction!!

Be silent when it matters. Silence is golden! Remember: the moment of truth!

Calm! With a smile, tactful and kind language, and a gentle attitude, be soft with him! Remember not to calm down, if you can't bear it, you will make a big plan!

Keep smiling and looking at him, listening to him make things difficult for you, smiling all the time, laughing sincerely.

Impress the other person with your smile and politeness.

Face with a smile and treat people with courtesy.

Summary. Hello dear, happy to answer for you: There are the following methods:

1. Be calm and do not face the other person's bad emotions head-on. Lower the voice, because the voice will have a catalytic effect on one's own feelings, so that the already impulsive expression will be more intense, causing undue consequences; Slow down the speed of speech, because once personal feelings are involved, the speed of speech will become faster, bringing about a high voice and causing impulsivity; The chest is straight, because people who are emotional and have a strong tone usually lean forward, once the chest is straight, it will dilute the impulsive tension, and when the body leans forward, it will bring their face closer to the other person, and this speech posture will artificially create tension, which will increase anger.

Well. Hello dear, happy to answer for you: There are the following methods:

1. Be calm and do not face the other person's bad emotions head-on. Lower the voice, because the voice will have a catalytic effect on one's own emotional skin, so that the already impulsive expression will be more intense, causing undue consequences; Slow down the speed of speech, because once personal feelings are involved, the speed of speech will become faster, bringing about a high voice and causing impulsivity; The chest is straight, because people who are emotional and have a fierce tone usually lean forward, once the chest is straight, it will dilute the tension of the impulsive celebration, and when the body leans forward, the difference will make their face close to the other person, and this speech gesture will artificially create tension, which will increase the anger.

2. Listen with your mouth shut If there is a quarrel in the middle of a slow hair, remember not to open your mouth. Listen to others first, and let others finish what they say. We must try our best to be humble and sincere, and reasonable.

3. Swapping roles In the process of communication between people, the psychological factor of Shixian plays an important role, and people hope that only they are right, and the other party must accept their own opinions. However, due to the different roles that people play in organizations and in life, when dealing with problems, they often have different opinions due to different perspectives and positions. If both sides insist on what they have seen and cannot rationally consider the other party's opinions, it is easy to cause conflict.

If both parties can exchange roles and put themselves in the shoes of each other when exchanging opinions, they will be able to understand each other's motives and goals in the comparison, and they will realize whether their opinions are correct and whether they should be accepted by the other party, and they will be able to avoid the anger of both parties. "Endure for a while, so as not to worry for a hundred days"Reasonable concessions will not only be beneficial to things, but will also earn the respect of the guests. Take a step back, heaven and earth are wide.

First of all, we must position ourselves, always keep in mind the professionalism of the high-speed rail crew, try to keep a smile when the situation is not very bad, get used to thinking about the problem from the perspective of passengers, put the interests of passengers first, and call the purser to help coordinate when you can't cope with it, and never have a head-on conflict with passengers. Secondly, we must strive to cultivate a peaceful state of mind, so that no matter what contradictions we encounter, we can solve them calmly, when this is not something that can be learned overnight, it takes a long time to slowly cultivate, and when you are usually fine, you can watch Wu Lu more to see some chicken soup for the soul about calming the mood, and listen to more soothing **, when you encounter contradictions, you can silently recite in your heart when you feel that you are about to be uncontrollable, "Anger and anger are still hurt in the end, the gains outweigh the losses, the gains outweigh the losses, endure the wind and waves." After a long time, it naturally became peaceful. There is also to learn to release stress, everyone has a bad mood, at this time, if you do not adjust in time, it will not only affect your physical and mental health, but also affect your family and work, making your life a mess.

So, when you're stressed and in a bad mood, you can take the time to climb a mountain, sing a song, or eat a big meal, etc. The bad mood is gone, and it is natural to get twice the result with half the effort when you work.

Hello dear, <>

I am honored to answer for you, thank you for your patience, and at present, I have inquired for you: The flight attendants eliminate the nervousness of passengers as follows: 1. Positive thinking methods and attitudes determine the direction of emotions, and strive to find good value from the epidemic and change cognition.

For example, the importance of health is experienced from the fear of illness; From the passive grounding, take the initiative to manage the relationship with the pro-Li people. 2. Emotional Diary MethodEmotions are a signal that needs to be received and soothed by consciousness. Keeping a daily record of what happened, what emotions arose, what thoughts, did or wanted to do at that time is what an emotional diary is about.

3. Relaxation techniques can effectively relax the tension caused by negative emotions through deep breathing, muscle relaxation, meditation, listening, etc. 4. Mindfulness focuses on the present without judgment. For example, when we eat, we don't have the consciousness of the Ministry of Rent and Reform to pay attention to the action of the food entering the mouth and chewing, the dry feeling, taste, and smell of the tongue.

Fifth, the intention method imagines emotions as something like something, such as anger like a balloon, depression like a black cloud, anxiety like an ant on a hot pot, etc., and then watch these things disappear in the mind little by little.

International travelers may be prone to anxiety due to problems such as language barriers and cultural differences that lead to reduced communication efficiency.

In order for international passengers to cooperate with the work of flight attendants happily and naturally during the journey, it is necessary for flight attendants to take the trouble to pay attention to and meet the reasonable needs of passengers, resolve problems and conflicts in a timely manner, and strive to create a positive problem-solving atmosphere to infect passengers. Especially when the flight is abnormal and the passengers are emotional, it is more necessary for the flight attendants to comfort or move the passengers with great patience.

First of all, we must know that in fact, most of the tourists in the big infiltration group have the same reasonable demands as us, and there are very few unreasonable passengers, and even if there are, they are very few. They also knew that airplanes could not fly for safety reasons. But the long wait can still make them anxious, and many times travelers will be dissatisfied, just because they are not taken seriously.

Therefore, we need to look at the problem from the perspective of passengers and put ourselves in their shoes.