测试

litian

2025-01-01 422f79125a3bdccc1e6444c8624451d0decb3dc6

 src/books/aviationEtiquette/view/components/chapter004.vue

@@ -5,7 +5,11 @@
      <div v-if="showPageList.indexOf(118) > -1">
        <ul class="fl al-c jc-fe mr-70 pad-t-55 mb-45">
          <li class="headerText pNum">112</li>
          <img class="headerImg mr-10" src="../../assets/images/yemei.png" alt="" />
          <img
            class="headerImg mr-10"
            src="../../assets/images/yemei.png"
            alt=""
          />
        </ul>
        <div class="bodystyle">
          <h1 id="a008">
@@ -14,23 +18,27 @@
          </h1>
          <h2 id="b008">项目一　候机楼服务礼仪</h2>
          <div class="tp-3">
            <p class="center">
            <p class="tl-f td-0">
              <img class="rwmb-4" alt="" src="../../assets/images/tb.png" />
            </p>
          </div>
          <div class="bk">
            <div class="bk1">
              <p><span class="bj1">■　项目描述　■</span></p>
            </div>
            <p>
            <p class="bj1-qjms fl al-c">
              <span class="span-box"></span
              ><span class="span-text">项目描述</span
              ><span class="span-box"></span>
            </p>
            <p class="fz-15">
              李丽即将和同学们一起去候机楼进行为期两个月的岗位学习。她迫切想知道候机楼服务的分类，需要掌握什么样的知识和技能，可能会遇到哪些旅客的疑问，该怎样处理。学习者通过本项目的学习，了解候机楼问询、导乘、值机和贵宾厅服务的职责要求及礼仪规范，形成对候机楼常见的几个主要岗位服务规范和操作流程的全面认知，提高对候机楼旅客的服务效率，为民航企业的服务品牌、服务印象管理做贡献，并通过优质服务，搭建良好的客户关系。
            </p>
          </div>
          <div class="bk">
            <div class="bk1">
              <p><span class="bj1">■　礼在身边　■</span></p>
            </div>
            <p>
            <p class="bj1-qjms fl al-c">
              <span class="span-box"></span
              ><span class="span-text">礼在身边</span
              ><span class="span-box"></span>
            </p>
            <p class="fz-15">
              2018年6月11日，下午两点半，一名外籍旅客焦急地来到问询台，服务人员小李立即起身迎接旅客并主动询问有什么能帮忙的。通过这名外籍旅客的表达，小李了解到，旅客在整理行李时，不慎把护照弄丢了。小李立即通知广播站进行失物招领播报，随后安抚旅客情绪，大概5分钟，就接到工作人员回复，找到了该名旅客的护照，而此时距离该名旅客乘坐的航班关闭还有6分钟。为了让旅客能够顺利乘坐航班，小李直接为这名外籍旅客安排了专门的导乘员，全程引导，在最后一刻旅客成功办理了值机手续。
            </p>
          </div>
@@ -46,9 +54,23 @@
              <p>
                1.案例中，外籍旅客顺利登机体现了候机楼服务中哪些岗位人员的优质服务呢？
              </p>
              <textarea
                v-model="questionData.askAbout.one"
                placeholder="请输入内容"
                rows="4"
                class="fz-16 textarea-box"
                @change="setBookQuestion"
              ></textarea>
              <p>
                2.机场问询服务岗位通常是候机楼中解答旅客疑难的重要窗口，你觉得在问询服务中我们应该注意哪些礼仪规范呢？
              </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>
@@ -61,9 +83,11 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">113</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <h3 id="c026">
@@ -86,14 +110,28 @@
          <p>
            根据问询服务提供方式的不同，问询服务可以分为现场问询（见图4-1-1）和电话问询（见图4-1-2）。现场问询是指旅客在柜台当面向服务人员提出问询。电话问询：又可以分为人工电话问询和自动语音应答问询。人工电话问询主要用来解决旅客提出的一些比较复杂或非常见的问题；自动语音应答则由旅客根据自动语音提示进行操作，通常能较好地解决旅客所关心的常见问题，它能大大地节省人力，提高服务效率。
          </p>
          <p class="center">
            <img class="img-c" alt="" src="../../assets/images/0119-1.jpg" />
          </p>
          <p class="img">图4-1-1 现场问询</p>
          <p class="center">
            <img class="img-c" alt="" src="../../assets/images/0119-2.jpg" />
          </p>
          <p class="img">图4-1-2 电话问询</p>
          <div class="fl al-fe mt-10">
            <span>
              <p class="center openImgBox">
                <img
                  class="img-b"
                  alt=""
                  src="../../assets/images/0119-1.jpg"
                />
              </p>
              <p class="img">图4-1-1 现场问询</p>
            </span>
            <span>
              <p class="center openImgBox">
                <img
                  class="img-b"
                  alt=""
                  src="../../assets/images/0119-2.jpg"
                />
              </p>
              <p class="img">图4-1-2 电话问询</p>
            </span>
          </div>
        </div>
      </div>
    </div>
@@ -102,8 +140,12 @@
      <div v-if="showPageList.indexOf(120) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">114</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">114</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
@@ -142,7 +184,7 @@
            （3）应答旅客的提问或征询时，语言应简洁、准确，语气婉转，音量适中，不能词不达意，应从容不迫，按先来后到的次序，分轻重缓急，一一回答，不能只顾一位旅客，而忽略了其他旅客的存在。
          </p>
          <p>
            （4）对于旅客提出的无理要求，需要沉住气，婉言拒绝，或巧妙回答，做到有修养、有风度、不失礼；对于旅客的批评指责要包容和谦虚。如果问题确实是我们的不当或失职导致的，应立刻向乘客赔礼道歉，对乘客的关注表示感谢，立即报告或妥善处理。如果旅客提出的批评指责是因为误会和误解，我们也要第一时间向旅客表达歉意，安抚旅
            （4）对于旅客提出的无理要求，需要沉住气，婉言拒绝，或巧妙回答，做到有修养、有风度、不失礼；对于旅客的批评指责要包容和谦虚。如果问题确实是我们的不当或失职导致的，应立刻向乘客赔礼道歉，对乘客的关注表示感谢，立即报告或妥善处理。如果旅客提出的批评指责是因为误会和误解，我们也要第一时间向旅客表达歉意，
          </p>
        </div>
      </div>
@@ -154,12 +196,14 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">115</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p>客情绪。</p>
          <p class="td-0">安抚旅客情绪。</p>
          <p>
            （5）遇到解决不了的问题时，应先向旅客表达歉意，并引导旅客到能提供有效服务的部门或岗位，禁止说一些否定句。
          </p>
@@ -167,8 +211,8 @@
          <p>
            解答完旅客的问询后，应面带微笑和旅客告别，站立目送旅客离开后方可坐下。
          </p>
          <p><span class="bj2">·触礼旁通·</span></p>
          <p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·触礼旁通·</span></p>
          <p class="block">
            某日，机场外晴空万里，旅客在候机楼耐心等待，这时广播站播报由于天气原因航班延误，旅客听到后立即查询出发地和目的地的天气，查到出发地和目的地的天气正常后，旅客对航班延误的原因产生怀疑，于是到问询台询问原因。
          </p>
          <div class="bk2">
@@ -184,6 +228,13 @@
              <p>
                分析：在机场，遇到航班延误，广播播报最多的是“天气原因”，而往往旅客眼前看到的是朗朗晴空，再去查看目的地的天气时，发现也显示晴朗，此时旅客难免会对航班延误的原因产生怀疑。事实上，“天气原因”有很多种情况：一是飞机因出发地天气状况不适宜起飞；二是飞机因目的地天气状况不适宜起飞；三是飞机因飞行航路上的天气状况不适宜起飞等。在全程航线上，只要有一个地方的天气状况出现异常，飞机就只能由于“天气原因”在原地停留。所以，晴空万里不代表飞行意义上的、旅客认为的正常天气。
              </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>
          <h5 id="e097">（二）电话问询服务礼仪</h5>
@@ -202,8 +253,12 @@
      <div v-if="showPageList.indexOf(122) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">116</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">116</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
@@ -236,7 +291,7 @@
          <p>
            （6）保持微笑服务。面部表情能够表达内心的情感。比如，微笑可以传递好感，沟通人们的心灵，架起友谊的桥梁，消除人们的误会。
          </p>
          <p><span class="bj2">·礼之实践·</span></p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·礼之实践·</span></p>
          <p class="center">
            <img class="img-0" alt="" src="../../assets/images/0122-1.jpg" />
          </p>
@@ -250,20 +305,22 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">117</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p><span class="bj2">·礼之反思·</span></p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·礼之反思·</span></p>
          <p>通过对问询服务的学习，同学们有何感悟和新颖的想法？</p>
          <h3 id="c027">
            <span class="h3-zt1">任务2</span
            ><span class="h3-bk">导乘服务礼仪实训　</span>
          </h3>
          <p><span class="bj2">·触礼旁通·</span></p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·触礼旁通·</span></p>
          <p class="center"><span class="cs1">背老人赶航班的“小跑哥”</span></p>
          <p>
          <p class="block">
            2014年5月18日20点左右，旅客苏女士由于随行的老人腿脚不方便，就自带了轮椅，但轮椅没办法通过安检，不得不返回柜台办理托运。等苏女士办理好托运并返回柜台的时候，该航班已经结载，旅客们即将登机。这时与苏女士一起的老人忽然摔倒在机场大厅，此时刚到柜台准备接班的值机导乘员小何看到这一幕立即冲了过去将老人扶起。在了解了旅客的详细情况后，小何二话不说，背起老人就往安检处跑。夜晚的闷热加上身体承载着一百多斤的重量，小何没有喊一声累，也没有放下老人，就这样一路小跑，直到登机口，在老人的执意要求下才把老人轻轻放下。苏女士和老人拿出随身的几百元现金感谢小何，被小何婉拒了。等老人登机后，小何露出了朴实的微笑。
          </p>
          <div class="bk2">
@@ -276,6 +333,13 @@
            </div>
            <div class="bj3">
              <p>通过上述描述，你认为在导乘服务中应注意什么？有什么作用？</p>
              <textarea
                v-model="questionData.askAbout.four"
                placeholder="请输入内容"
                rows="4"
                class="fz-16 textarea-box"
                @change="setBookQuestion"
              ></textarea>
            </div>
          </div>
          <p><b>任务目标：</b></p>
@@ -300,8 +364,12 @@
      <div v-if="showPageList.indexOf(124) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">118</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">118</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
@@ -342,13 +410,15 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">119</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p><span class="bj2">·触礼旁通·</span></p>
          <p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·触礼旁通·</span></p>
          <p class="block">
            小董是机场的一名值机人员。一天上午，她忙而有序地保障了一个又一个航班的顺利运行。一位老人推着另外一位行动不便的老人走向她的值机柜台，虽然到了中午就餐时间，但她并没有将两位老年旅客推托至其他柜台，而是起身朝他们迎去，动作娴熟地帮助他们把行李放至传送带上，见两位老人是藏族人，不太懂汉语，沟通有些吃力，小董便一字一句耐心地询问他们的出行航班，然后转身回到值机柜台帮他们办理值机手续，贴心地将座位安排至前排过道，并帮老人申请了轮椅服务，然后帮助他们去大件行李处办理托运，随后一路小跑将登机牌和行李小票送还至老人手中。这时，老人握住值机员小董的手，不停地表达感谢，引得周围同事和其他旅客投来一片赞许目光。
          </p>
          <div class="bk2">
@@ -361,7 +431,21 @@
            </div>
            <div class="bj3">
              <p>1.案例中，值机员小董为旅客提供了哪些暖心服务？</p>
              <textarea
                v-model="questionData.askAbout.five"
                placeholder="请输入内容"
                rows="4"
                class="fz-16 textarea-box"
                @change="setBookQuestion"
              ></textarea>
              <p>2.谈一谈，你从该案例中得到了哪些启示？</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>
          <h5 id="e100">（三）严守规范提升服务质量</h5>
@@ -382,8 +466,12 @@
      <div v-if="showPageList.indexOf(126) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">120</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">120</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
@@ -403,16 +491,79 @@
            </div>
            <div class="bj3">
              <p>请将刚才提到的服务忌语进行改进，变成温暖规范的服务用语。</p>
              <p>不说“不知道，不清楚”——我们可以说：_________________</p>
              <p>不说“你怎么还不明白”——我们可以说：_________________</p>
              <p>不说“刚才不是已经告诉你了吗”——我们可以说：_________</p>
              <p>不说“哪买的票哪退去，别找我们”——我们可以说：_______</p>
              <p>不说“急什么，别催我”——我们可以说：_________________</p>
              <p>不说“爱找谁找谁，我解决不了”——我们可以说：_________</p>
              <p>不说“挤什么挤，后面等着去”——我们可以说：___________</p>
              <p>
                不说“不知道，不清楚”——我们可以说：<input
                  type=""
                  name="ball1"
                  class="fz-16 input-box"
                  style="width: 200px"
                  v-model="questionData.askAbout.seven"
                  @change="setBookQuestion"
                />
              </p>
              <p>
                不说“你怎么还不明白”——我们可以说：<input
                  type=""
                  name="ball1"
                  class="fz-16 input-box"
                  style="width: 200px"
                  v-model="questionData.askAbout.eight"
                  @change="setBookQuestion"
                />
              </p>
              <p>
                不说“刚才不是已经告诉你了吗”——我们可以说：<input
                  type=""
                  name="ball1"
                  class="fz-16 input-box"
                  style="width: 130px"
                  v-model="questionData.askAbout.nine"
                  @change="setBookQuestion"
                />
              </p>
              <p>
                不说“哪买的票哪退去，别找我们”——我们可以说：<input
                  type=""
                  name="ball1"
                  class="fz-16 input-box"
                  style="width: 115px"
                  v-model="questionData.askAbout.ten"
                  @change="setBookQuestion"
                />
              </p>
              <p>
                不说“急什么，别催我”——我们可以说：<input
                  type=""
                  name="ball1"
                  class="fz-16 input-box"
                  style="width: 200px"
                  v-model="questionData.askAbout.eleven"
                  @change="setBookQuestion"
                />
              </p>
              <p>
                不说“爱找谁找谁，我解决不了”——我们可以说：<input
                  type=""
                  name="ball1"
                  class="fz-16 input-box"
                  style="width: 130px"
                  v-model="questionData.askAbout.twelve"
                  @change="setBookQuestion"
                />
              </p>
              <p>
                不说“挤什么挤，后面等着去”——我们可以说：<input
                  type=""
                  name="ball1"
                  class="fz-16 input-box"
                  style="width: 140px"
                  v-model="questionData.askAbout.thirteen"
                  @change="setBookQuestion"
                />
              </p>
            </div>
          </div>
          <p><span class="bj2">·礼之实践·</span></p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·礼之实践·</span></p>
          <p class="center">
            <img class="img-0" alt="" src="../../assets/images/0126-1.jpg" />
          </p>
@@ -438,16 +589,18 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">121</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p>
            客、查验旅客客票及证件、为旅客安排座位、收运托运旅客行李、和旅客告别。每一个流程，值机人员都应遵守相应的礼仪规范，为旅客提供满意的服务，以提高民航企业的形象，进而促进民航企业的发展。
          </p>
          <p><span class="bj2">·触礼旁通·</span></p>
          <p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·触礼旁通·</span></p>
          <p class="block">
            客票分为纸质客票和电子客票。纸质客票由财务联、出票人联、1～4张不等的乘机联、旅客联组成；电子客票是传统纸质客票的一种电子映像，是一种电子号码记录，“无纸”而不是“无票”。
          </p>
          <h4 id="d091">二、值机服务人员礼仪规范</h4>
@@ -455,14 +608,29 @@
          <p>
            值机人员在看到旅客距离值机台2～3米时，应该由坐姿转变为站姿迎接旅客，同时应面带微笑，用恰当的称呼向旅客致以真诚的问候。例如，当男性旅客到达值机台前时，值机人员对旅客可以这样表达：“您好，先生！”如果是早上，可以说“早上好，先生！”等（见图4-1-3、图4-1-4）。
          </p>
          <p class="center">
            <img class="img-c" alt="" src="../../assets/images/0127-1.jpg" />
          </p>
          <p class="img">图4-1-3 迎接旅客</p>
          <p class="center">
            <img class="img-c" alt="" src="../../assets/images/0127-2.jpg" />
          </p>
          <p class="img">图4-1-4 微笑</p>
          <div class="fl al-fe mt-10">
            <span>
              <p class="center openImgBox">
                <img
                  class="img-a"
                  alt=""
                  src="../../assets/images/0127-1.jpg"
                />
              </p>
              <p class="img">图4-1-3 迎接旅客</p>
            </span>
            <span>
              <p class="center openImgBox">
                <img
                  class="img-a"
                  alt=""
                  src="../../assets/images/0127-2.jpg"
                />
              </p>
              <p class="img">图4-1-4 微笑</p>
            </span>
          </div>

          <div class="bk2">
            <div class="zysx">
              <p>
@@ -473,6 +641,13 @@
            </div>
            <div class="bj3">
              <p>在检查旅客客票和证件时，应注意哪些方面？</p>
              <textarea
                v-model="questionData.askAbout.fourteen"
                placeholder="请输入内容"
                rows="4"
                class="fz-16 textarea-box"
                @change="setBookQuestion"
              ></textarea>
            </div>
          </div>
          <h5 id="e102">（二）查验旅客客票及证件礼仪</h5>
@@ -490,24 +665,28 @@
      <div v-if="showPageList.indexOf(128) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">122</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">122</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
          </li>
        </ul>
        <div class="bodystyle">
          <p class="center">
            <img class="img-c" alt="" src="../../assets/images/0128-1.jpg" />
          <p class="center openImgBox">
            <img class="img-d" alt="" src="../../assets/images/0128-1.jpg" />
          </p>
          <p class="img">图4-1-5 递接</p>
          <p>
            当值机人员查验旅客客票及证件时，应快速、高效地完成查验，缩短旅客等待的时间。查验完毕后，应向旅客确认航班信息和目的地。确认航班信息和目的地时应使用礼仪用语，例如：“请问您准备乘坐的是××点××分飞往××的航班吗？”
          </p>
          <p><span class="bj2">·触礼旁通·</span></p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·触礼旁通·</span></p>
          <p class="center"><span class="cs1">有效的身份证件</span></p>
          <p>
          <p class="block">
            有效身份证件包括：居民身份证、按规定可以使用的有效护照、军官证、警官证、士兵证、文职干部证或离休退休干部证明，16岁以下未成年人的学生证、户口簿等证件。公安出入境管理部门出具的“外国人取证回执单”不能作为有效乘机证明。但其上粘贴照片并加盖公安出入境管理部门的公章后可以作为有效乘机证明。
          </p>
          <h5 id="e103">（三）安排旅客座位礼仪</h5>
@@ -524,6 +703,8 @@
            </div>
            <div class="bj3">
              <p>你知道客舱座位的安排一般都遵循哪些原则吗？</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>
@@ -539,12 +720,14 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">123</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p>
          <p class="td-0">
            上有更加特殊的旅客，如公安机关需要押送的犯人旅客，不能安排在靠近紧急出口的座位上，也不能安排在靠窗的座位上，要保证公安人员的座位在犯人旅客座位的旁边。
          </p>
          <h5 id="e104">（四）收运托运旅客行李礼仪</h5>
@@ -580,6 +763,8 @@
            </div>
            <div class="bj3">
              <p>在递接客票、身份证及登机牌时，值机人员应注意哪些方面？</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>
          <div class="bk4">
@@ -598,15 +783,19 @@
      <div v-if="showPageList.indexOf(130) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">124</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">124</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
          </li>
        </ul>
        <div class="bodystyle">
          <p><span class="bj2">·礼之实践·</span></p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·礼之实践·</span></p>
          <p class="center">
            <img class="img-0" alt="" src="../../assets/images/0130-1.jpg" />
          </p>
@@ -631,7 +820,7 @@
            机场贵宾候机厅是贵宾离港时相对停留较长的区域，也是服务人员与贵宾接触时间较长、对服务个性化要求相对更高的区域。因此，服务人员需掌握独特的礼仪规范要求。贵宾厅服务人员的基本规范包括以下几方面。
          </p>
          <p>
            （1）“三轻”服务——说话轻、动作轻、走路轻。巡视时需脚步轻缓，使用无声设备。
            （1）“三轻”服务——说话轻、动作轻、走路轻。巡视时需脚步轻缓，使用无声
          </p>
        </div>
      </div>
@@ -643,29 +832,33 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">125</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p>对休息室内音量过大或行为不雅的旅客进行必要的提醒或有效干预。</p>
          <p class="td-0">
            设备。对休息室内音量过大或行为不雅的旅客进行必要的提醒或有效干预。
          </p>
          <p>
            （2）“循环式不间断服务”——在不打扰旅客的基础上，每15分钟巡视一次旅客休息区域。
          </p>
          <p>
            （3）“零呼唤管理”——在服务过程中应善于观察旅客动态，预知客人需求。
          </p>
          <p><span class="bj2">·触礼旁通·</span></p>
          <p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·触礼旁通·</span></p>
          <p class="block">
            4月21日，武汉机场一号贵宾区实习生小东收到一封表扬信。信中不仅对小东提供了热情贴心的服务表示感谢，更是对武汉机场的贵宾区称赞连连，表扬信中说：“武汉机场贵宾区环境安静，设施齐全，服务热情，让我非常愉悦、非常开心。希望下一次来到武汉出差的时候可以再次来到贵宾区休息。”
          </p>
          <p>
          <p class="block">
            原来，表扬信是从深圳到武汉出差的旅客张先生写的。他第一次到武汉机场贵宾区，对贵宾区内候机流程很不熟悉，而他的随身行李又很多，负责接待他的实习生小东不仅帮他拿行李，还将行李妥善地暂存在前台处。当时正是中午，小东引领张先生前往餐厅用餐。
          </p>
          <p>
          <p class="block">
            小东知道张先生对贵宾厅不熟悉，担心他用完餐后忘记回厅的路线，就一直在餐厅外等待张先生，等他用餐结束后陪伴他回到贵宾厅休息。
          </p>
          <p>
          <p class="block">
            在小东看来，他只是在贵宾厅的岗位上做了他应该做的事，却收获了这封“意外”的表扬信。不仅是他，贵宾厅所有的服务人员都感到了莫大的肯定和鼓励。
          </p>
          <div class="bk2">
@@ -680,6 +873,8 @@
              <p>
                从小东的服务故事中，你看出了贵宾厅服务的哪些内容？你觉得贵宾厅服务人员需要注意哪些礼仪呢？
              </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="d093">二、贵宾厅服务礼仪</h4>
@@ -689,7 +884,7 @@
          </p>
          <h5 id="e107">（二）电梯引导礼仪</h5>
          <p>
            （1）遵循先进后出原则。在引导旅客乘坐无人驾驶的电梯时，服务人员应先在电梯门
            （1）遵循先进后出原则。在引导旅客乘坐无人驾驶的电梯时，服务人员应先在电
          </p>
        </div>
      </div>
@@ -699,16 +894,20 @@
      <div v-if="showPageList.indexOf(132) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">126</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">126</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
          </li>
        </ul>
        <div class="bodystyle">
          <p>
            前按呼梯按钮，当电梯门打开后，服务人员先进入电梯，站在按操作键的地方，以便服务旅客。进入电梯后一手扶住电梯门一侧或者一手按开电梯门按钮（防止夹到或夹伤旅客），请旅客进入电梯。
          <p class="td-0">
            梯门前按呼梯按钮，当电梯门打开后，服务人员先进入电梯，站在按操作键的地方，以便服务旅客。进入电梯后一手扶住电梯门一侧或者一手按开电梯门按钮（防止夹到或夹伤旅客），请旅客进入电梯。
          </p>
          <p>
            出电梯时，应让旅客先出电梯，服务人员应一手做出请的动作，并按住开门按钮。等旅客走出电梯后，服务人员应立刻走出电梯，并引导旅客行进的方向。
@@ -755,9 +954,11 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">127</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p>
@@ -780,7 +981,7 @@
              通过对贵宾厅服务礼仪的学习，培养良好职业习惯，提升职业道德、自我修养，塑造服务精神。
            </p>
          </div>
          <p><span class="bj2">·礼之实践·</span></p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·礼之实践·</span></p>
          <p class="center">
            <img class="img-0" alt="" src="../../assets/images/0133-1.jpg" />
          </p>
@@ -792,46 +993,256 @@
      <div v-if="showPageList.indexOf(134) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">128</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">128</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
          </li>
        </ul>
        <div class="bodystyle">
          <p><span class="bj2">·项目自测·</span></p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·项目自测·</span></p>
          <p>1.候机楼问询服务根据提供方可分为（　　）。</p>
          <p>A.机场问询</p>
          <p>B.联合问询</p>
          <p>C.联合问询、航空公司问询、机场问询</p>
          <p>
            <input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="A"
              id="1"
              v-model="questionData.projectOne.one.value"
              @change="setBookQuestion"
            />A.机场问询
          </p>
          <p>
            <input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="B"
              id="1"
              v-model="questionData.projectOne.one.value"
              @change="setBookQuestion"
            />B.联合问询
          </p>
          <p>
            <input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="C"
              id="1"
              v-model="questionData.projectOne.one.value"
              @change="setBookQuestion"
            />C.联合问询、航空公司问询、机场问询
          </p>
          <p>2.候机楼现场问询服务礼仪有哪些？（　　）。</p>
          <p>A.迎接旅客礼仪</p>
          <p>B.应答旅客问题礼仪</p>
          <p>C.告别旅客礼仪</p>
          <p>D.以上都是</p>
          <p>
            <input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="A"
              id="2"
              v-model="questionData.projectOne.two.value"
              @change="setBookQuestion"
            />A.迎接旅客礼仪
          </p>
          <p>
            <input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="B"
              id="2"
              v-model="questionData.projectOne.two.value"
              @change="setBookQuestion"
            />B.应答旅客问题礼仪
          </p>
          <p>
            <input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="C"
              id="2"
              v-model="questionData.projectOne.two.value"
              @change="setBookQuestion"
            />C.告别旅客礼仪
          </p>
          <p>
            <input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="D"
              id="2"
              v-model="questionData.projectOne.two.value"
              @change="setBookQuestion"
            />D.以上都是
          </p>
          <p>
            3.直行带工作要求：排队超过（　　）人时，增加柜台；团队超过（　　）人时，增加柜台。
          </p>
          <p>A.4～5，6</p>
          <p>B.6～8，8</p>
          <p>C.8～10，9</p>
          <p>D.8～10，10</p>
          <p>4.候机楼值机服务的基本流程有（　　）。</p>
          <p>A.迎接旅客，收运、托运旅客行李</p>
          <p>B.查检旅客客票及证件，同旅客告别</p>
          <p>C.为旅客安排座位</p>
          <p>
            D.迎接旅客，检查旅客客票及证件，为旅客安排座位，收运托运旅客行李
            <input
              type="radio"
              name="QThree"
              :disabled="questionData.isComplete"
              value="A"
              id="3"
              v-model="questionData.projectOne.three.value"
              @change="setBookQuestion"
            />A.4～5，6
          </p>
          <p>
            <input
              type="radio"
              name="QThree"
              :disabled="questionData.isComplete"
              value="B"
              id="3"
              v-model="questionData.projectOne.three.value"
              @change="setBookQuestion"
            />B.6～8，8
          </p>
          <p>
            <input
              type="radio"
              name="QThree"
              :disabled="questionData.isComplete"
              value="C"
              id="3"
              v-model="questionData.projectOne.three.value"
              @change="setBookQuestion"
            />C.8～10，9
          </p>
          <p>
            <input
              type="radio"
              name="QThree"
              :disabled="questionData.isComplete"
              value="D"
              id="3"
              v-model="questionData.projectOne.three.value"
              @change="setBookQuestion"
            />D.8～10，10
          </p>
          <p>4.候机楼值机服务的基本流程有（　　）。</p>
          <p>
            <input
              type="checkbox"
              name="QFour"
              :disabled="questionData.isComplete"
              value="A"
              id="4"
              v-model="questionData.projectOne.four.value"
              @change="setBookQuestion"
            />A.迎接旅客，收运、托运旅客行李
          </p>
          <p>
            <input
              type="checkbox"
              name="QFour"
              :disabled="questionData.isComplete"
              value="B"
              id="4"
              v-model="questionData.projectOne.four.value"
              @change="setBookQuestion"
            />B.查检旅客客票及证件，同旅客告别
          </p>
          <p>
            <input
              type="checkbox"
              name="QFour"
              :disabled="questionData.isComplete"
              value="C"
              id="4"
              v-model="questionData.projectOne.four.value"
              @change="setBookQuestion"
            />C.为旅客安排座位
          </p>
          <p>
            <input
              type="checkbox"
              name="QFour"
              :disabled="questionData.isComplete"
              value="D"
              id="4"
              v-model="questionData.projectOne.four.value"
              @change="setBookQuestion"
            />D.迎接旅客，检查旅客客票及证件，为旅客安排座位，收运托运旅客行李
          </p>
          <p>5.酒水服务礼仪中，红葡萄酒应倒满杯子的（　　）。</p>
          <p>A.1/3</p>
          <p>B.2/3</p>
          <p>C.倒满</p>
          <p>
            <input
              type="radio"
              name="QFive"
              :disabled="questionData.isComplete"
              value="A"
              id="5"
              v-model="questionData.projectOne.five.value"
              @change="setBookQuestion"
            />A.1/3
          </p>
          <p>
            <input
              type="radio"
              name="QFive"
              :disabled="questionData.isComplete"
              value="B"
              id="5"
              v-model="questionData.projectOne.five.value"
              @change="setBookQuestion"
            />B.2/3
          </p>
          <p>
            <input
              type="radio"
              name="QFive"
              :disabled="questionData.isComplete"
              value="C"
              id="5"
              v-model="questionData.projectOne.five.value"
              @change="setBookQuestion"
            />C.倒满
          </p>
          <p>6.有效的身份证件包括什么？</p>
          <textarea
            v-model="questionData.projectOne.six.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
          <p>7.简述回答旅客问题的技巧。</p>
          <textarea
            v-model="questionData.projectOne.seven.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
          <p>8.简述贵宾厅服务中的“三轻服务”“循环式不间断服务”“零呼唤管理”。</p>
          <textarea
            v-model="questionData.projectOne.eight.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
          <p>9.电梯引导礼仪应遵循哪些原则？</p>
          <textarea
            v-model="questionData.projectOne.nine.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
        </div>
      </div>
    </div>
@@ -842,30 +1253,36 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">129</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <h2 id="b009">项目二　安检服务礼仪</h2>
          <div class="tp-3">
            <p class="center">
            <p class="tl-f td-0">
              <img class="rwmb-4" alt="" src="../../assets/images/tb.png" />
            </p>
          </div>
          <div class="bk">
            <div class="bk1">
              <p><span class="bj1">■　项目描述　■</span></p>
            </div>
            <p>
            <p class="bj1-qjms fl al-c">
              <span class="span-box"></span
              ><span class="span-text">项目描述</span
              ><span class="span-box"></span>
            </p>
            <p class="fz-15">
              在候机楼服务实习中，李丽看到一位旅客因为行李总是无法通过安检机而不满，李丽既需要向他做好解释和服务，更要确保民航安全，确保服务符合规范。李丽应该怎样做才能让她的安检服务获得旅客的认可呢？通过本项目的学习，了解安检服务的职责要求及服务礼仪规范，形成对安检服务的全面认知并及时有效地完成旅客安全检查，提高服务旅客的效率，避免安全隐患的发生，为旅客保驾护航。
            </p>
          </div>
          <div class="bk">
            <div class="bk1">
              <p><span class="bj1">■　礼在身边　■</span></p>
            </div>
            <p>
            <p class="bj1-qjms fl al-c">
              <span class="span-box"></span
              ><span class="span-text">礼在身边</span
              ><span class="span-box"></span>
            </p>
            <p class="fz-15">
              旅客张女士办理完登机手续准备进行安全检查，安检员要求其脱掉大衣再过检，由于张女士大衣里面只穿了无袖的T恤，便说不方便脱大衣。看到张女士不配合安检的要求，安检员很生气，就连接过张女士的手提行李时也没能控制自己的不满，随手将张女士的手提行李扔到传送带上。看到自己的行李被扔到传送带上，张女士非常生气地说：“为什么扔我的包？”安检员说：“你不配合我们的工作，我为什么不能扔！”两人发生了口角之争和肢体冲突。
            </p>
          </div>
@@ -879,6 +1296,8 @@
            </div>
            <div class="bj3">
              <p>你认为在安检服务中应怎样规范自己的言行举止？</p>
              <textarea v-model="questionData.askAbout.eighteen" placeholder="请输入内容" rows="4"
                        class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <p>
@@ -895,8 +1314,12 @@
      <div v-if="showPageList.indexOf(136) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">130</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">130</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
@@ -914,8 +1337,8 @@
          <p>
            人身安全检查主要是通过检查旅客身上是否携带枪支、易燃易爆物品、腐蚀性物品、有毒物品等，保障航空器及旅客的安全。人身安全检查不存在免检情况，必须在旅客登机前进行，否则不允许登机（见图4-2-1）。
          </p>
          <p class="center">
            <img class="img-c" alt="" src="../../assets/images/0136-1.jpg" />
          <p class="center openImgBox">
            <img class="img-d" alt="" src="../../assets/images/0136-1.jpg" />
          </p>
          <p class="img">图4-2-1 金属探测仪检查</p>
          <h4 id="d095">二、人身安全检查的分类</h4>
@@ -937,9 +1360,11 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">131</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p>
@@ -960,9 +1385,13 @@
              <p>
                1.上述案例中描述的是哪个安检岗位安检员的工作场景？当值安检员有哪些礼仪缺失的地方？
              </p>
              <textarea v-model="questionData.askAbout.nineteen" placeholder="请输入内容" rows="4"
                        class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
              <p>
                2.上述案例中，负责人身检查的安检员是否可以在一定程度上对因前序工作导致不满情绪的旅客进行安抚呢？如果可以，应该怎么做呢？
              </p>
              <textarea v-model="questionData.askAbout.twenty" placeholder="请输入内容" rows="4"
                        class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <h4 id="d096">三、人身安全检查服务的礼仪规范</h4>
@@ -997,8 +1426,12 @@
      <div v-if="showPageList.indexOf(138) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">132</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">132</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
@@ -1052,9 +1485,11 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">133</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p>
@@ -1070,8 +1505,8 @@
          <p>
            （6）当旅客质疑时，应耐心为旅客解答，不能避而不谈、训斥旅客、刁难旅客。
          </p>
          <p><span class="bj2">·触礼旁通·</span></p>
          <p>
          <p class="mb-10 mt-10 td-0"><span class="bj2">·触礼旁通·</span></p>
          <p class="block">
            违禁物品的分类：第一类是枪支弹药，第二类是管制刀具，第三类是钝器，第四类是易燃易爆物品，第五类是有毒物品。
          </p>
          <div class="bk4">
@@ -1082,16 +1517,66 @@
              通过对人身安全检查和开箱包检查的学习，让学生意识到安全的重要性，提高学生的安全意识，做到在执行安全检查时，更加精细化、规范化。
            </p>
          </div>
          <p><span class="bj2">·礼之实践·</span></p>
          <p class="mb-10 mt-10 td-0"><span class="bj2">·礼之实践·</span></p>
          <p class="center">
            <img class="img-0" alt="" src="../../assets/images/0139-1.jpg" />
          </p>
          <p><span class="bj2">·项目自测·</span></p>
          <p>1.开箱包检查的正确步骤是（　　）。（单选题）</p>
          <p>A.检查内层、检查箱包内物品</p>
          <p>B.观察外观、检查箱包内物品</p>
          <p>C.观察外观、检查内层和夹层、检查箱包内物品、善后处理</p>
          <p>D.观察外观、检查夹层、检查箱包内物品、善后处理</p>
          <p class="mb-10 mt-10 td-0"><span class="bj2">·项目自测·</span></p>
          <p>
            <input
              type="checkbox"
              name="ball2"
              :disabled="questionData.isComplete"
              value="A"
              id="1"
              v-model="questionData.projectTwo.one.value"
              @change="setBookQuestion"
            />1.开箱包检查的正确步骤是（　　）。（单选题）
          </p>
          <p>
            <input
              type="radio"
              name="QusOne"
              :disabled="questionData.isComplete"
              value="A"
              id="1"
              v-model="questionData.projectTwo.one.value"
              @change="setBookQuestion"
            />A.检查内层、检查箱包内物品
          </p>
          <p>
            <input
              type="radio"
              name="QusOne"
              :disabled="questionData.isComplete"
              value="B"
              id="1"
              v-model="questionData.projectTwo.one.value"
              @change="setBookQuestion"
            />B.观察外观、检查箱包内物品
          </p>
          <p>
            <input
              type="radio"
              name="QusOne"
              :disabled="questionData.isComplete"
              value="C"
              id="1"
              v-model="questionData.projectTwo.one.value"
              @change="setBookQuestion"
            />C.观察外观、检查内层和夹层、检查箱包内物品、善后处理
          </p>
          <p>
            <input
              type="radio"
              name="QusOne"
              :disabled="questionData.isComplete"
              value="D"
              id="1"
              v-model="questionData.projectTwo.one.value"
              @change="setBookQuestion"
            />D.观察外观、检查夹层、检查箱包内物品、善后处理
          </p>
        </div>
      </div>
    </div>
@@ -1100,8 +1585,12 @@
      <div v-if="showPageList.indexOf(140) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">134</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">134</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
@@ -1109,18 +1598,119 @@
        </ul>
        <div class="bodystyle">
          <p>2.开箱包检查时，以下哪些不是可疑物品？（　　）（单选题）</p>
          <p>A.电池</p>
          <p>B.粉状物</p>
          <p>C.固体状物</p>
          <p>D.导线</p>
          <p>
            <input
              type="radio"
              name="QusTwo"
              :disabled="questionData.isComplete"
              value="A"
              id="2"
              v-model="questionData.projectTwo.two.value"
              @change="setBookQuestion"
            />A.电池
          </p>
          <p>
            <input
              type="radio"
              name="QusTwo"
              :disabled="questionData.isComplete"
              value="B"
              id="2"
              v-model="questionData.projectTwo.two.value"
              @change="setBookQuestion"
            />B.粉状物
          </p>
          <p>
            <input
              type="radio"
              name="QusTwo"
              :disabled="questionData.isComplete"
              value="C"
              id="2"
              v-model="questionData.projectTwo.two.value"
              @change="setBookQuestion"
            />C.固体状物
          </p>
          <p>
            <input
              type="radio"
              name="QusTwo"
              :disabled="questionData.isComplete"
              value="D"
              id="2"
              v-model="questionData.projectTwo.two.value"
              @change="setBookQuestion"
            />D.导线
          </p>
          <p>3.常见的开箱包检查手法有（　　）（多选题）</p>
          <p>A.听</p>
          <p>B.嗅</p>
          <p>C.敲</p>
          <p>D.摸</p>
          <p>
            <input
              type="checkbox"
              name="QusThree"
              :disabled="questionData.isComplete"
              value="A"
              id="3"
              v-model="questionData.projectTwo.three.value"
              @change="setBookQuestion"
            />A.听
          </p>
          <p>
            <input
              type="checkbox"
              name="QusThree"
              :disabled="questionData.isComplete"
              value="B"
              id="3"
              v-model="questionData.projectTwo.three.value"
              @change="setBookQuestion"
            />B.嗅
          </p>
          <p>
            <input
              type="checkbox"
              name="QusThree"
              :disabled="questionData.isComplete"
              value="C"
              id="3"
              v-model="questionData.projectTwo.three.value"
              @change="setBookQuestion"
            />C.敲
          </p>
          <p>
            <input
              type="checkbox"
              name="QusThree"
              :disabled="questionData.isComplete"
              value="D"
              id="3"
              v-model="questionData.projectTwo.three.value"
              @change="setBookQuestion"
            />D.摸
          </p>
          <p>4.简述人身安全检查的分类。</p>
          <textarea
            v-model="questionData.projectTwo.four.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
          <p>5.简述人身安全检查服务人员执勤礼仪规范。</p>
          <textarea
            v-model="questionData.projectTwo.five.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
          <p>6.简述人身安全检查服务人员的仪容仪表礼仪规范。</p>
          <textarea
            v-model="questionData.projectTwo.six.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
        </div>
      </div>
    </div>
@@ -1131,30 +1721,36 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">135</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <h2 id="b010">项目三　客舱服务礼仪</h2>
          <div class="tp-3">
            <p class="center">
            <p class="td-0 tl-f">
              <img class="rwmb-4" alt="" src="../../assets/images/tb.png" />
            </p>
          </div>
          <div class="bk">
            <div class="bk1">
              <p><span class="bj1">■　项目描述　■</span></p>
            </div>
            <p>
            <p class="bj1-qjms fl al-c">
              <span class="span-box"></span
              ><span class="span-text">项目描述</span
              ><span class="span-box"></span>
            </p>
            <p class="fz-15">
              李丽的职业规划是成为一名空中乘务员，在候机楼的服务中她了解了空地联动的重要性，理解了地面服务与空中服务的关系。客舱服务是航空服务的关键实施阶段，要成为一名合格的空中乘务员，不仅需要掌握客舱服务的技能，更要用心锤炼客舱服务艺术。李丽迫切地需要将所学的沟通礼仪、着装礼仪、行为礼仪、姿态礼仪与空乘专业技能有效融合并呈现在客舱服务中。学习者通过本项目的学习，将前期所学的礼仪知识和技能融会贯通地运用到模拟实训中，提升对客舱服务礼仪的实战能力，养成良好的工作礼仪习惯，提升客舱服务素养。
            </p>
          </div>
          <div class="bk">
            <div class="bk1">
              <p><span class="bj1">■　礼在身边　■</span></p>
            </div>
            <p>
            <p class="bj1-qjms fl al-c">
              <span class="span-box"></span
              ><span class="span-text">礼在身边</span
              ><span class="span-box"></span>
            </p>
            <p class="fz-15">
              李丽的学姐李静通过面试成了航空公司的实习乘务员，经过培训后，她终于要走向自己的第一个执飞航班了。由于航班时刻较早，李静发现她的夏季制服裙清洗后未干，于是穿上秋季制服裙，并画上精致的妆容，还特意戴上了生日时妈妈送的运动手表。没想到召开准备会时乘务长却对她的着装和配饰都提出了批评。李静很难过，明明已经很用心整理了，为什么乘务长要批评她呢？
            </p>
          </div>
@@ -1168,8 +1764,14 @@
            </div>
            <div class="bj3">
              <p>1.作为李静的学妹，面对难过的李静，李丽可以跟她说些什么？</p>
              <textarea v-model="questionData.askAbout.twentyOne" placeholder="请输入内容" rows="4"
                        class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
              <p>2.关于乘务员航前的仪容仪表规范，我们了解多少呢？</p>
              <textarea v-model="questionData.askAbout.twentyTwo" placeholder="请输入内容" rows="4"
                        class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
              <p>3.航前准备阶段还需要掌握哪些礼仪规范呢？</p>
              <textarea v-model="questionData.askAbout.twentyThree" placeholder="请输入内容" rows="4"
                        class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <h3 id="c032">
@@ -1187,8 +1789,12 @@
      <div v-if="showPageList.indexOf(142) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">136</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">136</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
@@ -1238,12 +1844,14 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">137</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p>
          <p class="td-0">
            服时，也应按要求穿着制服，除此之外的其他时间、场合不能穿着制服，更不允许将制服借给他人使用。
          </p>
          <h4 id="d102">二、准备会礼仪规范</h4>
@@ -1274,8 +1882,8 @@
          <p>
            参会人员应按照号位级别就座，主位应留给召集会议的乘务长（乘务教员、乘务检查员）。就座后的姿态管理也非常重要，应当双手叠放于桌面，两腿呈90°，坐于椅子的前三分之一处，腰背挺直，不靠椅背，通过姿态向机组传递自己专心、专注、严谨的工作态度，团队良好精神状态可以相互感染，为航班的优质服务奠定基础。
          </p>
          <p><span class="bj2">·触礼旁通·</span></p>
          <p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·触礼旁通·</span></p>
          <p class="block">
            号位级别：在执行航班任务时，每个乘务员都有不同的号位，不同的号位代表不同的岗位职责区域，所以是不存在重复的号位的。分号位是为了让大家分工更加明确，从而能够更好地完成空中服务和安全保障工作。不同的机型，不同的号位职责也是不尽相
          </p>
        </div>
@@ -1286,15 +1894,19 @@
      <div v-if="showPageList.indexOf(144) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">138</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">138</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
          </li>
        </ul>
        <div class="bodystyle">
          <p>
          <p class="td-0 block">
            同的，规定相当细致复杂。不同号位的基本职责：负责几排到几排的服务，分发报纸，紧急脱离门、窗的操作，火情处置等。
          </p>
          <h5 id="e126">（四）会议的礼仪规范</h5>
@@ -1314,16 +1926,18 @@
            </div>
            <div class="bj3">
              <p>航前准备阶段的礼仪中融合了前面课程中的哪些重点知识？</p>
              <textarea v-model="questionData.askAbout.twentyThree" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <p><span class="bj2">·礼之实践·</span></p>
          <p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·礼之实践·</span></p>
          <p class="block">
            讨论航前准备会应注意的内容，5人组成一个乘务组，进行航前准备会礼仪模拟演练。
          </p>
          <p>
          <p class="block">
            场景：青岛—北京QH5866航班，1名乘务长、4名乘务员，进行1～5号位抽签。
          </p>
          <p>
          <p class="block">
            训练要求：从进入准备室开始，模拟演练见面礼仪、物品摆放礼仪、座序礼仪、会议礼仪。
          </p>
          <div class="bk4">
@@ -1347,7 +1961,11 @@
                刘慧是某航空公司的乘务员，在重庆飞往三亚的航班上，乘务长将刘慧安排在前登机门处迎客。由于正值三亚旅游旺季，此航班旅客非常多。站在舱门口迎客的刘慧觉得很热，没站一会儿刘慧就开始不耐烦了，可是此时才只有一小部分旅客登机。在接下来的迎客中，刘慧脸上的微笑慢慢消失，面对旅客的询问，她也只是随手一指，一副懒散不耐烦的样子。
              </p>
              <p>1.你觉得刘慧做得对吗？</p>
              <textarea v-model="questionData.askAbout.twentyFour" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
              <p>2.对于迎客的礼仪规范，你知道多少？</p>
              <textarea v-model="questionData.askAbout.twentyFive" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
        </div>
@@ -1360,9 +1978,11 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">139</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <h3 id="c033">
@@ -1395,6 +2015,8 @@
            </div>
            <div class="bj3">
              <p>旅客登机时，迎客的客舱乘务员应该站在哪里呢？</p>
              <textarea v-model="questionData.askAbout.twentySix" placeholder="请输入内容" rows="4"
              class="fz-16 textarea-box" @change="setBookQuestion"></textarea>
            </div>
          </div>
          <h5 id="e128">（二）迎客站位与站姿的规范</h5>
@@ -1420,15 +2042,19 @@
      <div v-if="showPageList.indexOf(146) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">140</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">140</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
          </li>
        </ul>
        <div class="bodystyle">
          <p>
          <p class="td-0">
            过旅客登机牌，并且手指并拢，手心朝上与水平面呈45°；拇指与食指轻拿登机牌边缘，迅速查看信息后交还旅客，同时根据旅客座位距离的远近，采用高、中、低位手势指引。
          </p>
          <h5 id="e130">（四）行礼的规范</h5>
@@ -1447,12 +2073,12 @@
          <p>
            迎客时要时刻协助旅客安放行李，整理周边的行李架。开关行李架时，应牢记安静原则，扣住行李架锁扣，轻轻开关，避免大力摁压发出声响。
          </p>
          <p><span class="bj2">·礼之实践·</span></p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·礼之实践·</span></p>
          <p><b>情境演练：</b></p>
          <p>
          <p class="block">
            “请乘坐QH4543航班由青岛飞往上海的旅客开始登机。”随着广播的播报，旅客们陆续开始登机。乘务员在客舱门口和客舱内迎接旅客。
          </p>
          <p>
          <p class="block">
            训练要求：15人为一组，分组模拟，10名同学模拟旅客，5名同学模拟客舱乘务员，根据情境模拟演练迎客站位、引导姿态、微笑及迎客语言。模拟后总结并互换角色。
          </p>
          <h4 id="d104">二、餐饮服务礼仪规范</h4>
@@ -1474,9 +2100,11 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">141</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <h6 id="f046">2.拿的礼仪规范</h6>
@@ -1516,7 +2144,7 @@
          </p>
          <h6 id="f051">7.推拉的礼仪规范</h6>
          <p>
            推餐车时，双手应扶在餐车上方左右两侧，双手略用力推动餐车，但不可用力过大、
            推餐车时，双手应扶在餐车上方左右两侧，双手略用力推动餐车，但不可用力过
          </p>
        </div>
      </div>
@@ -1526,16 +2154,20 @@
      <div v-if="showPageList.indexOf(148) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">142</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">142</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
          </li>
        </ul>
        <div class="bodystyle">
          <p>
            过快，以保持餐车上的物品平稳，注意不要撞到旅客的手脚和座椅扶手。
          <p class="td-0">
            大、过快，以保持餐车上的物品平稳，注意不要撞到旅客的手脚和座椅扶手。
          </p>
          <h5 id="e134">（二）餐饮服务语言的礼仪规范</h5>
          <p>
@@ -1556,12 +2188,12 @@
          <p>
            乘务员在使用规范的话术进行餐饮服务时，还要注意身体姿态，面带微笑注视和服务旅客，给旅客良好的体验。
          </p>
          <p><span class="bj2">·礼之实践·</span></p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·礼之实践·</span></p>
          <p><b>情境演练：</b></p>
          <p>
          <p class="block">
            “飞机已经到达平飞高度，现在乘务员将为您提供餐食，今日的餐食种类为咖喱鸡肉饭、牛肉面……”
          </p>
          <p>
          <p class="block">
            随着广播的播报，同学们开始进行餐饮服务练习，一组模拟旅客，另一组模拟乘务员，分别进行练习。（1）推餐车为旅客提供饮品、餐食。（2）使用托盘为旅客发放小吃、纸巾。
          </p>
          <h4 id="d105">三、航程中问询礼仪规范</h4>
@@ -1570,7 +2202,7 @@
          </p>
          <h5 id="e135">（一）对特殊旅客的称呼规范</h5>
          <p>
            对男性旅客我们称呼为“先生”，对女性旅客我们称呼为“女士”。在航班上乘务员会
            对男性旅客我们称呼为“先生”，对女性旅客我们称呼为“女士”。在航班上乘务
          </p>
        </div>
      </div>
@@ -1582,13 +2214,15 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">143</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p>
            提前获得一些重要旅客乘机的信息，对这类旅客的称呼要采用其最大的职务，如“首长您好”“处长您好”。服务商务舱的旅客时则要采用姓氏与职位相结合的尊称，如“李总您好”“王董您好”，在不确认旅客职位的情况下，可采用姓氏与性别相结合的方法，如“张先生您好”“王女士您好”。
          <p class="td-0">
            员会提前获得一些重要旅客乘机的信息，对这类旅客的称呼要采用其最大的职务，如“首长您好”“处长您好”。服务商务舱的旅客时则要采用姓氏与职位相结合的尊称，如“李总您好”“王董您好”，在不确认旅客职位的情况下，可采用姓氏与性别相结合的方法，如“张先生您好”“王女士您好”。
          </p>
          <h5 id="e136">（二）向要客介绍时的规范</h5>
          <p>
@@ -1609,9 +2243,9 @@
          <p>
            乘务员在任何时候应答旅客都要习惯性使用“您好”“请”“谢谢”“对不起”“再见”等礼貌用语，从而有效拉近乘务员和旅客之间的距离，实现有效沟通。
          </p>
          <p><span class="bj2">·触礼旁通·</span></p>
          <p class="mb-10 mt-10 td-0"><span class="bj2">·触礼旁通·</span></p>
          <p class="center"><span class="cs1">影响沟通的四个因素</span></p>
          <p>
          <p class="block">
            情绪因素：空乘服务的任何一方处于情绪不稳定状态，如高压力、愤怒、兴奋时，可能会出现词不达意、非语言行为过多的情况，从而影响沟通效果。
          </p>
        </div>
@@ -1622,22 +2256,26 @@
      <div v-if="showPageList.indexOf(150) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">144</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">144</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
          </li>
        </ul>
        <div class="bodystyle">
          <p>
          <p class="block td-0">
            表达技巧：不恰当地运用沟通技巧，会影响有效沟通，如改变话题，给旅客一种不愿与之沟通的感觉；主观判断或匆忙下结论常常会使沟通中断；虚假、不恰当的安慰，针对性不强的解释会给旅客一种敷衍了事、不负责的感觉。
          </p>
          <p>个人因素：个人表达能力不足时会产生沟通障碍。</p>
          <p>环境因素：客舱的光线、温度、噪声、整洁度等都会影响沟通的效果。</p>
          <p><span class="bj2">·礼之实践·</span></p>
          <p class="block">个人因素：个人表达能力不足时会产生沟通障碍。</p>
          <p class="block">环境因素：客舱的光线、温度、噪声、整洁度等都会影响沟通的效果。</p>
          <p class="td-0 mb-10 mt-10"><span class="bj2">·礼之实践·</span></p>
          <p><b>情境演练：</b></p>
          <p>
          <p class="block">
            请同学们互相扮演旅客和乘务员的角色，旅客向乘务员提问，乘务员作出应答。
          </p>
          <h4 id="d106">四、客舱安全检查的礼仪规范</h4>
@@ -1669,14 +2307,16 @@
          <li class="header-right-Number header-right-title">模块四</li>
          <li class="header-right-Number">民航专业礼仪实训</li>
          <li class="header-right-Number pNum">145</li>
          <li class="header-right-Number cloud"><img class=""  src="../../assets/images/yemei02.png" alt="" /></li>
          <li class="header-right-last" style=""><br></li>
          <li class="header-right-end" style=""><br></li>
          <li class="header-right-Number cloud">
            <img class="" src="../../assets/images/yemei02.png" alt="" />
          </li>
          <li class="header-right-last" style=""><br /></li>
          <li class="header-right-end" style=""><br /></li>
        </ul>
        <div class="bodystyle">
          <p><span class="bj2">·触礼旁通·</span></p>
          <p>为什么要进行安全检查？</p>
          <p>
          <p class="mb-10 mt-10 td-0"><span class="bj2">·触礼旁通·</span></p>
          <p class="block">为什么要进行安全检查？</p>
          <p class="block">
            起飞下降期间是飞机事故率最高的阶段。为降低无准备迫降的伤亡率，民航飞机在运行过程中要求在起飞和降落时进行安全检查。
          </p>
          <div class="bk4">
@@ -1687,32 +2327,142 @@
              在我国，礼仪文化中蕴含着责任担当。客舱安全检查工作是飞机飞行关键阶段的重点工作任务，作为一名民航从业人员，安全意识、责任意识永远是处于第一位的。掌握好客舱安全检查礼仪，能够培养民航从业人员的当代民航精神，凝聚民航人的职业自豪感和精气神，从而更高标准地完成安全检查相关工作。
            </p>
          </div>
          <p><span class="bj2">·礼之实践·</span></p>
          <p class="mb-10 mt-10 td-0"><span class="bj2">·礼之实践·</span></p>
          <p><b>情境演练：</b></p>
          <p>
          <p class="block">
            1.请结合本任务所学的安检的行走、手势、语言规范，在模拟舱开展安全检查情境模拟活动。
          </p>
          <p>
          <p class="block">
            2.安全检查期间，乘务员小李发现旁边的旅客正在使用手机打电话，此时小李应该如何进行沟通？
          </p>
          <p><span class="bj2">·项目检测·</span></p>
          <p class="mb-10 mt-10 td-0"><span class="bj2">·项目检测·</span></p>
          <p>1.制服统一规范要求中，服装的（　　）必须统一。</p>
          <p>A.大小、颜色、腰带</p>
          <p>B.配饰、鞋子、颜色</p>
          <p>C.季节、款式、配饰</p>
          <p>
            <input
              type="checkbox"
              name="ball1"
              :disabled="questionData.isComplete"
              value="A"
              id="1"
              v-model="questionData.projectThree.one.value"
              @change="setBookQuestion"
            />A.大小、颜色、腰带
          </p>
          <p>
            <input
              type="checkbox"
              name="ball1"
              :disabled="questionData.isComplete"
              value="B"
              id="1"
              v-model="questionData.projectThree.one.value"
              @change="setBookQuestion"
            />B.配饰、鞋子、颜色
          </p>
          <p>
            <input
              type="checkbox"
              name="ball1"
              :disabled="questionData.isComplete"
              value="C"
              id="1"
              v-model="questionData.projectThree.one.value"
              @change="setBookQuestion"
            />C.季节、款式、配饰
          </p>
          <p>2.着制服时，工号牌要佩戴在（　　）。</p>
          <p>A.右胸</p>
          <p>B.右胸正上方</p>
          <p>C.左胸正上方</p>
          <p>
            <input
              type="checkbox"
              name="ball1"
              :disabled="questionData.isComplete"
              value="A"
              id="2"
              v-model="questionData.projectThree.two.value"
              @change="setBookQuestion"
            />A.右胸
          </p>
          <p>
            <input
              type="checkbox"
              name="ball1"
              :disabled="questionData.isComplete"
              value="B"
              id="2"
              v-model="questionData.projectThree.two.value"
              @change="setBookQuestion"
            />B.右胸正上方
          </p>
          <p>
            <input
              type="checkbox"
              name="ball1"
              :disabled="questionData.isComplete"
              value="C"
              id="2"
              v-model="questionData.projectThree.two.value"
              @change="setBookQuestion"
            />C.左胸正上方
          </p>
          <p>3.手表是空勤人员必备的配饰，对手表的要求是必须具备（　　）。</p>
          <p>A.2针6刻度</p>
          <p>B.3针12刻度</p>
          <p>C.任意刻度</p>
          <p>
            <input
              type="checkbox"
              name="ball1"
              :disabled="questionData.isComplete"
              value="A"
              id="3"
              v-model="questionData.projectThree.three.value"
              @change="setBookQuestion"
            />A.2针6刻度
          </p>
          <p>
            <input
              type="checkbox"
              name="ball1"
              :disabled="questionData.isComplete"
              value="B"
              id="3"
              v-model="questionData.projectThree.three.value"
              @change="setBookQuestion"
            />B.3针12刻度
          </p>
          <p>
            <input
              type="checkbox"
              name="ball1"
              :disabled="questionData.isComplete"
              value="C"
              id="3"
              v-model="questionData.projectThree.three.value"
              @change="setBookQuestion"
            />C.任意刻度
          </p>
          <p>
            4.戴近视眼镜的乘务员在执行航班任务时，必须佩戴（　　），同时为防止突发情况，还需要备一副（　　）。
          </p>
          <p>A.隐形眼镜、框架眼镜</p>
          <p>B.彩色眼镜、隐形眼镜</p>
          <p>
            <input
              type="radio"
              name="Qusfour"
              :disabled="questionData.isComplete"
              value="A"
              id="4"
              v-model="questionData.projectThree.four.value"
              @change="setBookQuestion"
            />A.隐形眼镜、框架眼镜
          </p>
          <p>
            <input
              type="radio"
              name="Qusfour"
              :disabled="questionData.isComplete"
              value="B"
              id="4"
              v-model="questionData.projectThree.four.value"
              @change="setBookQuestion"
            />B.彩色眼镜、隐形眼镜
          </p>
        </div>
      </div>
    </div>
@@ -1721,28 +2471,107 @@
      <div v-if="showPageList.indexOf(152) > -1">
        <ul class="fl al-c jc-sb pad-t-55 pad-l-80 pad-r-80">
          <li class="header-left-Number">
               <span class="mr-10 pNum">146</span>
               <span><span class="span-box-title"></span>民航服务礼仪<span class="span-box-title"></span></span>
            <span class="mr-10 pNum">146</span>
            <span
              ><span class="span-box-title"></span>民航服务礼仪<span
                class="span-box-title"
              ></span
            ></span>
          </li>
          <li class="header-left-text">
            <img class="w80" src="../../assets/images/yemei01.png" alt="" />
          </li>
        </ul>
        <div class="bodystyle">
          <p>C.框架眼镜、美瞳</p>
          <p>
            <input
              type="radio"
              name="Qusfour"
              :disabled="questionData.isComplete"
              value="C"
              id="4"
              v-model="questionData.projectThree.four.value"
              @change="setBookQuestion"
            />C.框架眼镜、美瞳
          </p>
          <p>
            5.召开航前准备会时应该注意乘务员到场后，应先将箱包（　　）然后再落座。
          </p>
          <p>A.随意安放</p>
          <p>B.放在腿边</p>
          <p>C.整齐摆放至指定区域</p>
          <p>
            <input
              type="radio"
              name="Qusfive"
              :disabled="questionData.isComplete"
              value="A"
              id="5"
              v-model="questionData.projectThree.five.value"
              @change="setBookQuestion"
            />A.随意安放
          </p>
          <p>
            <input
              type="radio"
              name="Qusfive"
              :disabled="questionData.isComplete"
              value="B"
              id="5"
              v-model="questionData.projectThree.five.value"
              @change="setBookQuestion"
            />B.放在腿边
          </p>
          <p>
            <input
              type="radio"
              name="Qusfive"
              :disabled="questionData.isComplete"
              value="C"
              id="5"
              v-model="questionData.projectThree.five.value"
              @change="setBookQuestion"
            />C.整齐摆放至指定区域
          </p>
          <p>6.旅客登机时，迎客的客舱乘务员应该站在哪里迎客呢？</p>
          <textarea
            v-model="questionData.projectThree.six.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
          <p>7.请写一写迎客时或回答旅客登机的询问时应该说哪些语言。</p>
          <textarea
            v-model="questionData.projectThree.seven.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
          <p>8.请写一写端托盘时应注意哪些礼仪规范。</p>
          <textarea
            v-model="questionData.projectThree.eight.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
          <p>
            9.如果你是本次航班的头等舱乘务员，需要向旅客张总做自我介绍，请写出您的自我介绍内容。
          </p>
          <textarea
            v-model="questionData.projectThree.nine.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
          <p>10.请写一写在安全检查中乘务员需要注意哪些礼仪规范？</p>
          <textarea
            v-model="questionData.projectThree.ten.value"
            placeholder="请输入内容"
            rows="4"
            class="fz-16 textarea-box"
            @change="setBookQuestion"
          ></textarea>
        </div>
      </div>
    </div>
@@ -1770,62 +2599,7 @@
      collectResourceList: [],
      questionData: {
        isComplete: false,
        tableOne: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
        },
        tableTwo: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
        },
        tableThree: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
        },
        tableFour: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
          six: "",
          seven: "",
          eight: "",
        },
        tableFive: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
        },
        tableSix: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
        },
        tableSeven: {
          one: "",
          two: "",
          three: "",
          four: "",
          five: "",
          six: "",
          seven: "",
          eight: "",
        },
        reading: {
        askAbout: {
          one: "",
          two: "",
          three: "",
@@ -1835,6 +2609,104 @@
          seven: "",
          eight: "",
          nine: "",
          ten: "",
          eleven:'',
          twelve:'',
          thirteen:'',
          fourteen:'',
          fifteen:'',
          sixteen:'', 
          seventeen:'',
          eighteen:'',
          nineteen:'',
          twenty:'',
          twentyOne:'',
          twentyTwo:'',
          twentyThree:'',
          twentyFour:'',
          twentyFive:'',
          twentySix:'',
        },
        projectOne: {
          one: {
            value: [],
          },
          two: {
            value: [],
          },
          three: {
            value: "",
          },
          four: {
            value: [],
          },
          five: {
            value: "",
          },
          six: {
            value: "",
          },
          seven: {
            value: "",
          },
          eight: {
            value: "",
          },
          nine: {
            value: "",
          },
        },
        projectTwo: {
          one: {
            value: "",
          },
          two: {
            value: "",
          },
          three: {
            value: [],
          },
          four: {
            value: "",
          },
          five: {
            value: "",
          },
          six: {
            value: "",
          },
        },
        projectThree: {
          one: {
            value: [],
          },
          two: {
            value: [],
          },
          three: {
            value: [],
          },
          four: {
            value: "",
          },
          five: {
            value: "",
          },
          six: {
            value: "",
          },
          seven: {
            value: "",
          },
          eight: {
            value: "",
          },
          nine: {
            value: "",
          },
          ten: {
            value: "",
          },
        },
      },
      chapter004: {
@@ -1861,7 +2733,7 @@
  },
  async mounted() {
    const bookQuestion = localStorage.getItem(
      "civilAviatyonSevervices-book-chapter04-table"
      "aviationEtiquette-book-chapter04-question"
    );
    if (bookQuestion) {
      this.questionData = JSON.parse(bookQuestion);
@@ -1903,7 +2775,7 @@

    setBookQuestion() {
      localStorage.setItem(
        "civilAviatyonSevervices-book-chapter04-table",
        "aviationEtiquette-book-chapter04-question",
        JSON.stringify(this.questionData)
      );
    },