（Railwaypassengertransportservices）鐵路旅客運輸服務內容文字：≥16號層級序號

一、1.（1）01①（Psychologyofrailwaypassengerservicepersonnel）鐵路客運服務人員心理相關知識Therelevantknowledge二、意志（Waitingroomservice）三、意志和情感的關系（Passengerboardingandlanding）一、情感（Waitingroomservice）情

感01.Emotion鐵路客運服務人員心理Psychologyofrailwaypassengerservicepersonnel情緒與情感是人對于客觀事物是否符合自己的需要所產生的一種主觀體驗。短時間內的主觀體驗叫情緒,比如喜悅、氣憤、憂愁等情緒;長時間內與社會性需要相聯系的穩定的體驗叫情感,如理智感、道德感、美感等。一、問詢處服務工作InformationdeskserviceEmotionandaffectionaresubjectiveexperiencesgeneratedbypeopleaboutwhetherobjectivethingsmeettheirneeds.Thesubjectiveexperienceinashorttimeiscalledemotion,suchasjoy,anger,sadnessandotheremotions;Thestableexperienceassociatedwithsocialneedsforalongtimeiscalledemotion,suchassenseofreason,senseofmorality,andsenseofbeauty.意

志02.Will鐵路客運服務人員心理Psychologyofrailwaypassengerservicepersonnel二、候車室服務工作意志就是人自覺地確定目的并支配其行動以實現預定目的的心理過程。它能夠自覺地確立目的,是人行為的特征之一,能夠有意識、有目的、有計劃地向著一定的和事先知道的目標前進。Willisthementalprocessinwhichmanconsciouslydetermineshispurposeandcontrolshisactionstoachievehisintendedpurpose.Itcanconsciouslyestablishthegoal,isoneofthecharacteristicsofhumanbehavior,canbeconscious,purposeful,plannedtowardsacertainandknowngoalforward.Waitingroomservice二、候車室服務工作意志對行動的調節,有發動和制止兩個方面。前者在于推動人去從事達到預定目的所必需的行動,后者在于制止不符合預定目的的行動。Theadjustmentofwilltoactionhastwoaspects:startingandstopping.Theformeristomotivatepeopletotakeactionnecessarytoachieveapredeterminedend,andthelatteristopreventactionthatdoesnotconformtoapredeterminedend.Waitingroomservice意志不僅調節外部動作,還可以調節人的心理狀態。Thewillnotonlyregulatestheexternalaction,butalsoregulatesthepsychologicalstateofpeople.二、候車室服務工作意志對行為的調節和支配并不總是輕而易舉的,常會遇到各種外部的或內部的困難,因此,意志行動的實現往往與困難的克服相聯系。Itisnotalwayseasyforthewilltoadjustanddominatethebehavior,anditoftenencountersvariousexternalorinternaldifficulties.Therefore,therealizationofthewillactionisoftenassociatedwiththeovercomingofdifficulties.Waitingroomservice服務人員良好的意志品質,表現為意志的自覺性、果斷性、堅持性和自制力。Thegoodwillqualityoftheservicepersonnelismanifestedastheconsciousness,decisiveness,persistenceandself-controlofthewill.意志和情感的關系03.Therelationshipbetweenwillandemotion鐵路客運服務人員心理Psychologyofrailwaypassengerservicepersonnel情感可以成為意志的動力，情緒也可以成為意志的阻力。由于意志本身執行著調節功能,因此,對某項意志行動起阻礙作用的情緒實際上同時處于相互制約、此消彼長的關系之中。意志對情緒的影響,有時還表現為對情緒的直接控制。認識、情感和意志是密切聯系、彼此滲透。Emotioncanbetheforceortheresistanceofthewill.Becausethewillitselfperformstheregulatoryfunction,theemotionsthathinderacertainwillactionareactuallyintherelationshipofmutualrestrictionandmutualgrowthanddeclineatthesametime.Theinfluenceofwillonemotionissometimesexpressedasdirectcontrolofemotion.Knowledge,emot