合并

litian

2024-12-31 0fcbda11823ac21e26f6ec660d497749e6afd17f

 src/books/aviationEtiquette/view/components/chapter003.vue

@@ -211,6 +211,8 @@
              <p>
                在工作中，当民航服务人员遇到客人提出的要求或问题自身无法满足或解决时，该如何回答？
              </p>
              <textarea v-model="questionData.askAbout.one" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <h5 id="e081">（二）服务忌语</h5>
@@ -280,6 +282,8 @@
            </div>
            <div class="bj3">
              <p>在服务过程中，需要避免使用哪些手势？</p>
              <textarea v-model="questionData.askAbout.two" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <div class="bk4">
@@ -333,6 +337,8 @@
              <p>
                王鑫在忍不下去的时候，选择了告状。在这里，王鑫、总经理、李响三人犯了同样的错误，那就是没有坚持“对事不对人”，总经理做事也过于草率，没有起到应有的调节作用，他的一番批评反而加剧了二人之间的矛盾。正确的做法是把双方之间的误会、矛盾解开，秉着以事业为重，加强员工的沟通来处理这件事。这样做的话，结果肯定会好得多。
              </p>
              <textarea v-model="questionData.askAbout.three" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <p>
@@ -373,7 +379,11 @@
            </div>
            <div class="bj3">
              <p>1.请分析本案例中部门经理和上级沟而不通的原因。</p>
              <textarea v-model="questionData.askAbout.four" placeholder="请输入内容" rows="2"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
              <p>2.董总的解决办法有哪些问题？</p>
              <textarea v-model="questionData.askAbout.five" placeholder="请输入内容" rows="2"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <h4 id="d077">三、实训案例三 紧急迫降</h4>
@@ -395,6 +405,8 @@
            </div>
            <div class="bj3">
              <p>本案例中，请点评乘务人员的行为。哪些地方值得我们学习？</p>
              <textarea v-model="questionData.askAbout.six" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
        </div>
@@ -672,15 +684,57 @@
          <p>学完本项目内容，请谈谈你在生活学习中沟通的方法和不足之处。</p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·项目自测·</span></p>
          <p>1.简述与同事沟通的技巧。</p>
          <textarea v-model="questionData.projectOne.one.value" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
          <p>2.简述工作中分歧的处理方式。</p>
          <textarea v-model="questionData.projectOne.two.value" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
          <p>3.简述与生病旅客的沟通方法。</p>
          <textarea v-model="questionData.projectOne.three.value" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
          <p>4.民航服务人员与人沟通的原则应包括（　　）。（多选题）</p>
          <p>A.爱心</p>
          <p>B.责任心</p>
          <p>C.包容心</p>
          <p>D.同情心</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="A"
              id="1"
              v-model="questionData.projectOne.four.value"
              @change="setBookQuestion"
            />A.爱心</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="B"
              id="1"
              v-model="questionData.projectOne.four.value"
              @change="setBookQuestion"
            />B.责任心</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="C"
              id="1"
              v-model="questionData.projectOne.four.value"
              @change="setBookQuestion"
            />C.包容心</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="D"
              id="1"
              v-model="questionData.projectOne.four.value"
              @change="setBookQuestion"
            />D.同情心</p>
          <p>5.与重要旅客该如何沟通？谈谈你的见解。</p>
          <textarea v-model="questionData.projectOne.five.value" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
          <p>6.沟通中“五心服务”是指哪五心？</p>
          <textarea v-model="questionData.projectOne.six.value" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
        </div>
      </div>
    </div>
@@ -737,7 +791,11 @@
            </div>
            <div class="bj3">
              <p>1.您认为旅客的投诉有道理吗？</p>
              <textarea v-model="questionData.askAbout.seven" placeholder="请输入内容" rows="2"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
              <p>2.如果你是这名乘务长，你会怎么处理该投诉呢？</p>
              <textarea v-model="questionData.askAbout.eight" placeholder="请输入内容" rows="2"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
        </div>
@@ -819,9 +877,13 @@
            </div>
            <div class="bj3">
              <p>1.该案例中引发旅客投诉的原因是什么？</p>
              <textarea v-model="questionData.askAbout.nine" placeholder="请输入内容" rows="2"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
              <p>
                2.你觉得旅客投诉行为是否合理？民航服务企业该如何避免这种情况？
              </p>
              <textarea v-model="questionData.askAbout.ten" placeholder="请输入内容" rows="2"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <p>
@@ -847,7 +909,11 @@
            </div>
            <div class="bj3">
              <p>1.旅客对该事件提出投诉是否合理？导致投诉的原因是什么？</p>
              <textarea v-model="questionData.askAbout.eleven" placeholder="请输入内容" rows="2"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
              <p>2.航空公司后续应如何处理才能消除旅客的误解？</p>
              <textarea v-model="questionData.askAbout.twelve" placeholder="请输入内容" rows="2"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
        </div>
@@ -932,7 +998,11 @@
            </div>
            <div class="bj3">
              <p>1.航空公司对此事件是否应承担责任？</p>
              <textarea v-model="questionData.askAbout.thirteen" placeholder="请输入内容" rows="2"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
              <p>2.你作为航空公司的负责人该如何处理此事？</p>
              <textarea v-model="questionData.askAbout.fourteen" placeholder="请输入内容" rows="2"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <p>
@@ -997,6 +1067,8 @@
            </div>
            <div class="bj3">
              <p>该案例中，樊小姐投诉的原因是什么？</p>
              <textarea v-model="questionData.askAbout.fifteen" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <p>
@@ -1038,6 +1110,8 @@
              <p>
                对于保持信息公开以及积极采纳旅客投诉的途径，你还有哪些建议？
              </p>
              <textarea v-model="questionData.askAbout.sixteen" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <h5 id="e092">（三）积极沟通，主动承担原则</h5>
@@ -1094,6 +1168,8 @@
            </div>
            <div class="bj3">
              <p>从小张的经历中，你学到了什么呢？</p>
              <textarea v-model="questionData.askAbout.seventeen" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <h4 id="d082">二、民航旅客投诉处理的策略</h4>
@@ -1140,34 +1216,194 @@
          <p>
            1.民航服务过程中难免会出现一些不可预知的突发状况，而对这些突发状况的处置，有可能会引起投诉或其他连锁的反应。下列哪些属于民航旅客投诉的原因？（　　）（多选题）
          </p>
          <p>A.面对旅客投诉时管理滞后和不健全，使旅客投诉无用或投诉无门</p>
          <p>B.民航服务人员的服务意识不足，因为行为举止或语言导致矛盾产生</p>
          <p>C.民航服务人员颜值不高</p>
          <p>D.民航服务人员的专业知识水平不高及服务技能不足</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="A"
              id="1"
              v-model="questionData.projectTwo.one.value"
              @change="setBookQuestion"
            />A.面对旅客投诉时管理滞后和不健全，使旅客投诉无用或投诉无门</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="B"
              id="1"
              v-model="questionData.projectTwo.one.value"
              @change="setBookQuestion"
            />B.民航服务人员的服务意识不足，因为行为举止或语言导致矛盾产生</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="C"
              id="1"
              v-model="questionData.projectTwo.one.value"
              @change="setBookQuestion"
            />C.民航服务人员颜值不高</p>
          <p><input
              type="checkbox"
              name="ball2"
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              value="D"
              id="1"
              v-model="questionData.projectTwo.one.value"
              @change="setBookQuestion"
            />D.民航服务人员的专业知识水平不高及服务技能不足</p>
          <p>
            2.旅客投诉是一把双刃剑，当出现旅客投诉的时候，应遵循哪些处理的基本原则？（　　）（多选题）
          </p>
          <p>A.旅客为先、真诚服务的原则</p>
          <p>B.积极沟通、主动担责的原则</p>
          <p>C.事不关己、高高在上的原则</p>
          <p>D.及时解决、绝不拖延的原则</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="A"
              id="2"
              v-model="questionData.projectTwo.two.value"
              @change="setBookQuestion"
            />A.旅客为先、真诚服务的原则</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="B"
              id="2"
              v-model="questionData.projectTwo.two.value"
              @change="setBookQuestion"
            />B.积极沟通、主动担责的原则</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="C"
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            />C.事不关己、高高在上的原则</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="D"
              id="2"
              v-model="questionData.projectTwo.two.value"
              @change="setBookQuestion"
            />D.及时解决、绝不拖延的原则</p>
          <p>3.关于客户投诉对航司的意义，表述不正确的是（　　）。（单选题）</p>
          <p>A.可以挽留住顾客</p>
          <p>B.挽回客户对航司的信任</p>
          <p>C.增加航司知名度</p>
          <p>D.帮助企业及时发现问题</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
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              id="3"
              v-model="questionData.projectTwo.three.value"
              @change="setBookQuestion"
            />A.可以挽留住顾客</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="B"
              id="3"
              v-model="questionData.projectTwo.three.value"
              @change="setBookQuestion"
            />B.挽回客户对航司的信任</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="C"
              id="3"
              v-model="questionData.projectTwo.three.value"
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            />C.增加航司知名度</p>
          <p><input
              type="checkbox"
              name="ball2"
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              value="D"
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              @change="setBookQuestion"
            />D.帮助企业及时发现问题</p>
          <p>4.在投诉处理后，客服人员的工作不包括（　　）。（单选题）</p>
          <p>A.自我控制</p>
          <p>B.自我对话</p>
          <p>C.自我检讨</p>
          <p>D.自我安慰</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="A"
              id="4"
              v-model="questionData.projectTwo.four.value"
              @change="setBookQuestion"
            />A.自我控制</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="B"
              id="4"
              v-model="questionData.projectTwo.four.value"
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            />B.自我对话</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="C"
              id="4"
              v-model="questionData.projectTwo.four.value"
              @change="setBookQuestion"
            />C.自我检讨</p>
          <p><input
              type="checkbox"
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              v-model="questionData.projectTwo.four.value"
              @change="setBookQuestion"
            />D.自我安慰</p>
          <p>
            5.下列选项中不属于民航员工正确处理旅客投诉的原则的是（　　）。（单选题）
          </p>
          <p>A.迅速采取行动</p>
          <p>B.站在旅客的立场将心比心</p>
          <p>C.先处理事件，后处理情感</p>
          <p>D.耐心倾听旅客的抱怨</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="A"
              id="5"
              v-model="questionData.projectTwo.five.value"
              @change="setBookQuestion"
            />A.迅速采取行动</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="B"
              id="5"
              v-model="questionData.projectTwo.five.value"
              @change="setBookQuestion"
            />B.站在旅客的立场将心比心</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="C"
              id="5"
              v-model="questionData.projectTwo.five.value"
              @change="setBookQuestion"
            />C.先处理事件，后处理情感</p>
          <p><input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="D"
              id="5"
              v-model="questionData.projectTwo.five.value"
              @change="setBookQuestion"
            />D.耐心倾听旅客的抱怨</p>
        </div>
      </div>
    </div>
@@ -1195,74 +1431,66 @@
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          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
        },
        tableFive: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
        },
        tableSix: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
        },
        tableSeven: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
          six: "",
          seven: "",
          eight: "",
        },
        reading: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
          six: "",
          seven: "",
          eight: "",
          nine: "",
          ten: "",
          eleven: "",
        },

      },
      chapter003: {
        videoMd5: [
@@ -1288,7 +1516,7 @@
  },
  async mounted() {
    const bookQuestion = localStorage.getItem(
      "civilAviatyonSevervices-book-chapter03-table"
      "aviationEtiquette-book-chapter03-question"
    );
    if (bookQuestion) {
      this.questionData = JSON.parse(bookQuestion);
@@ -1330,7 +1558,7 @@

    setBookQuestion() {
      localStorage.setItem(
        "civilAviatyonSevervices-book-chapter03-table",
        "aviationEtiquette-book-chapter03-question",
        JSON.stringify(this.questionData)
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    },