消費(fèi)心理主講人：旅游案例：8日晚五點(diǎn)左右，某倉(cāng)管員接到采購(gòu)部電話說(shuō)有物料到。但是他等到八點(diǎn)半仍然沒(méi)有見(jiàn)到供應(yīng)商來(lái)送貨。內(nèi)線未能聯(lián)系到采購(gòu)部人員之后，該倉(cāng)管員就放心地回家了。最后，因?yàn)槲锪衔茨芗皶r(shí)到位，給公司造成了嚴(yán)重的損失。導(dǎo)入Case:Atabout5:00p.m.onthe8th,awarehousekeeperreceivedacallfromthepurchasingdepartmentsayingthatsomematerialshadarrived.Buthedidn'tseethesupplierdeliverthegoodsuntilhalfpasteight.After

thewarehousekeeperfailedtocontactthepurchasingdepartmentusingtheinsideline,

hewenthomewithease.Finally,becausethematerialswerenotinplaceintime,itcausedseriouslossestothecompany.旅游工作的職業(yè)素養(yǎng)Professionalqualityoftourismwork[第一節(jié)]名詞術(shù)語(yǔ)zhíyèsùyǎng職業(yè)素養(yǎng)professionalqualityuniquefeaturejiānchí堅(jiān)持insist,persistpropagandazhǔdòng主動(dòng)initiativechéngshí誠(chéng)實(shí)honesthézuò合作cooperation;teamworkxuéxí學(xué)習(xí)study;learn[第二節(jié)]主要內(nèi)容(一)職業(yè)基本素養(yǎng)的內(nèi)涵職業(yè)基本素養(yǎng)大部分是隱性的,就如同冰山有十分之七存在于水底一樣,正是這十分之七的隱性素養(yǎng)部分支撐了一個(gè)員工的顯性素養(yǎng)部分。一、職業(yè)素養(yǎng)概述素養(yǎng)[sùyǎng]n.attainment;accomplishmentzhíyèsùyǎng職業(yè)素養(yǎng)professionalquality,professionalaccomplishment（1）TheconnotationofbasicprofessionalqualityMostofthebasicprofessionalqualityisrecessive.recessive英[r??ses?v]美[r??ses?v]adj.隱性的；逆行的；后退的n.隱性性狀1.素養(yǎng)人的素養(yǎng)結(jié)構(gòu)如表所示。外層中層社會(huì)文化素養(yǎng)Socialandculturalliteracy心理素養(yǎng)Psychologicalaccomplishment內(nèi)層自然生理素養(yǎng)Naturalphysiologyaccomplishment人的素養(yǎng)結(jié)構(gòu)Humanaccomplishmentstructure人的素養(yǎng)結(jié)構(gòu)層次類(lèi)別內(nèi)容形成特征外層社會(huì)文化素養(yǎng)科學(xué)精神、道德精神、審美精神后天習(xí)性中層心理素養(yǎng)認(rèn)知素質(zhì)和才能品質(zhì)需要層次與動(dòng)機(jī)品質(zhì)氣質(zhì)與性格、意志品質(zhì)自我意識(shí)與個(gè)性心理品質(zhì)先天生理因素與后天社會(huì)因素結(jié)合深層自然生理素養(yǎng)體制、體格、本能潛能、體能、智能先天遺傳、個(gè)體差異生物程序2.職業(yè)素養(yǎng)由“職業(yè)”和“素養(yǎng)”構(gòu)成職業(yè)素養(yǎng)。所謂職業(yè)是指?jìng)€(gè)人服務(wù)社會(huì)并從中獲得主要生活來(lái)源的工作。3.職業(yè)素養(yǎng)的三大核心:Thethreecoresofprofessionalismareasfollows:(1)職業(yè)信念Professionalbelief(2)職業(yè)知識(shí)技能Professionalknowledgeandskills(3)職業(yè)行為習(xí)慣Professionalbehaviorhabits(二)職業(yè)基本素養(yǎng)職業(yè)基本素養(yǎng)是職業(yè)素養(yǎng)的一部分,它排除了職業(yè)技能,包含個(gè)性、應(yīng)對(duì)能力、人生經(jīng)驗(yàn)、合作精神、積極態(tài)度、心理素質(zhì)等因素的綜合能力,以及通過(guò)這些綜合能力,對(duì)職業(yè)

發(fā)展進(jìn)行判斷的準(zhǔn)確性和契合度。（2）BasicprofessionalqualityBasicprofessionalqualityincludespersonality,copingability,lifeexperience,cooperationspirit,positiveattitude,psychologicalqualityandotherfactors.個(gè)性應(yīng)對(duì)能力人生經(jīng)驗(yàn)合作精神積極態(tài)度心理素質(zhì)ABCDEF1.職業(yè)基本素養(yǎng)個(gè)性[gèxìng]n.individuality;personality;character合作精神[hézuòjīngshén]

n.teamspirit人生經(jīng)驗(yàn)[rénshēngjīngyàn]lifeexperience積極態(tài)度[jījítàidù]positiveattitude表職業(yè)基本素養(yǎng)的十個(gè)核心要素序號(hào)職業(yè)基本素養(yǎng)核心要素1學(xué)會(huì)敬業(yè)從平凡到卓越敬業(yè)2學(xué)會(huì)誠(chéng)實(shí)結(jié)果就會(huì)不一樣誠(chéng)實(shí)3學(xué)會(huì)務(wù)實(shí)小行勝于大言務(wù)實(shí)4學(xué)會(huì)表達(dá)傾聽(tīng)、表達(dá)、溝通表達(dá)5學(xué)會(huì)協(xié)作1+1大于2協(xié)作6學(xué)會(huì)主動(dòng)不提拔也要干主動(dòng)7學(xué)會(huì)堅(jiān)持水滴石穿堅(jiān)持8學(xué)會(huì)學(xué)習(xí)一日不書(shū)，百事荒蕪學(xué)習(xí)9學(xué)會(huì)控制從學(xué)生到職業(yè)人的轉(zhuǎn)化自控10學(xué)會(huì)創(chuàng)新?lián)碛泻诵母?jìng)爭(zhēng)力創(chuàng)新職業(yè)基本素養(yǎng)的十個(gè)核心要素Tencoreelementsofprofessionalbasicquality敬業(yè)[jìngyè]dedicateoneselftowork;devotetowork誠(chéng)實(shí)[chéngshí]n.integrity;honestyadj.honestdedicate英[?ded?ke?t]美[?ded?ke?t]vt.致力；獻(xiàn)身；題獻(xiàn)integrity英[?n?teɡr?ti]美[?n?teɡr?ti]n.完整；正直；誠(chéng)實(shí)；廉正務(wù)實(shí)[wùshí]pragmatic,dealwithconcretemattersrelatingtowork;表達(dá)[biǎodá]n.expressionvt.voice;express協(xié)作[xiézuò]v.cooperatewithn.cooperation;collaboration;team;coordination主動(dòng)[zhǔdòng]n.initiativeadj.activepragmatic英[pr?ɡ?m?t?k]美[pr?ɡ?m?t?k]adj.實(shí)際的；實(shí)用主義的coordination英[k?????d??ne??n]美[ko????rd??ne??n]n.協(xié)調(diào)，調(diào)和；對(duì)等，同等initiative英[??n???t?v]美[??n???t?v]n.主動(dòng)權(quán)；積極性；首創(chuàng)精神；新方案；倡議adj.初步的，基礎(chǔ)的堅(jiān)持[jiānchí]stickto;insist;persistin;adhereto學(xué)習(xí)[xuéxí]n.studyvt.learn自控[zìkòng]self-control;autocontrol

創(chuàng)新[chuàngxīn]innovate,bringforthnewideas協(xié)作學(xué)會(huì)協(xié)作1+1大于2敬業(yè)學(xué)會(huì)敬業(yè)從平凡到卓越表達(dá)學(xué)會(huì)表達(dá)說(shuō)的要比唱的好34215誠(chéng)實(shí)學(xué)會(huì)誠(chéng)實(shí)結(jié)果就會(huì)不一樣務(wù)實(shí)學(xué)會(huì)務(wù)實(shí)小行勝于大言學(xué)習(xí)學(xué)會(huì)學(xué)習(xí)步步才會(huì)高堅(jiān)持學(xué)會(huì)堅(jiān)持水滴石穿主動(dòng)學(xué)會(huì)主動(dòng)不提拔也要干創(chuàng)新學(xué)會(huì)創(chuàng)新