服務(wù)人員的心理挫折鐵路旅客運(yùn)輸服務(wù)課件

服務(wù)人員的心理挫折PsychologicalFrustrationofServicePersonnelRailwayPassengerTransportService鐵路旅客運(yùn)輸服務(wù)心理挫折外在因素ExternalFactorsofPsychologicalFrustration心理挫折內(nèi)在因素InternalFactorsofPsychologicalFrustration心理挫折PsychologicalFrustration在心理學(xué)上，挫折是指一種情緒狀態(tài)，主要是指?jìng)€(gè)體在從事有目的的活動(dòng)過(guò)程中，由于遇到阻礙和干擾，使個(gè)人需要不能滿足，動(dòng)機(jī)無(wú)法實(shí)現(xiàn)而產(chǎn)生的緊張狀態(tài)和情緒反應(yīng)。心理挫折產(chǎn)生可分為外在因素和內(nèi)在因素兩類。

Inpsychology,frustrationreferstoanemotionalstate:sometensionandemotionalreactioncausedbytheinabilitytomeetpersonalneedsandrealizemotivationduetoobstaclesandinterferenceintheprocessofpurposefulactivities.

Thefactorscausingpsychologicalfrustrationcanbedividedintoexternalfactorsandinternalfactors.心理挫折外在因素ExternalFactorsofPsychologicalFrustration心理挫折外在因素又可分為實(shí)質(zhì)環(huán)境與社會(huì)環(huán)境。實(shí)質(zhì)環(huán)境是指?jìng)€(gè)人能力無(wú)法克服的自然環(huán)境。社會(huì)環(huán)境是指所有個(gè)人在社會(huì)生活中所遭受到的政治、經(jīng)濟(jì)、道德、宗教、風(fēng)俗習(xí)慣等人為的限制。

Theexternalfactorsofpsychologicalfrustrationcanbedividedintosubstantiveenvironmentandsocialenvironment.Substantiveenvironmentreferstothenaturalenvironmentthatcannotbeovercomebyindividualability.Socialenvironmentreferstothepolitical,economic,moral,religious,customsandotherman-maderestrictionsthatallindividualssufferinsociallife.心理挫折內(nèi)在因素InternalFactorsofPsychologicalFrustration心理挫折內(nèi)在因素包括個(gè)人的生理?xiàng)l件與動(dòng)機(jī)的沖突。個(gè)人的生理?xiàng)l件,是指?jìng)€(gè)人具有的智力、能力、容貌、身材以及生理上的缺陷疾病所帶來(lái)的限制。動(dòng)機(jī)的沖突,是指?jìng)€(gè)人在日常生活中,經(jīng)常同時(shí)產(chǎn)生兩個(gè)或兩個(gè)以上的動(dòng)機(jī),假如這些并存的動(dòng)機(jī)無(wú)法同時(shí)獲得滿足,而且互相對(duì)立或排斥,其中某一個(gè)動(dòng)機(jī)獲得滿足,其他動(dòng)機(jī)受到阻礙,則產(chǎn)生難于做決擇的心理狀態(tài)。

Theinternalfactorsofpsychologicalfrustrationincludepersonalphysiologicalconditionsandtheconflictofmotives.Personalphysiologicalconditionsrefertothelimitationsbroughtbyanindividual'sintelligence,ability,appearance,figureandphysicaldefects.Theconflictofmotivesreferstothatindividualsoftenproducetwoormoremotivesatthesametimeintheirdailylife.Ifthesecoexistingmotivescannotbesatisfiedatthesametime,andtheyopposeorexcludeeachother,oneofthemissatisfiedandtheothermotivesarehindered,itwillproduceapsychologicalstatethatitisdifficulttomakeadecision.鐵路客運(yùn)人員的挫折因素主要有學(xué)習(xí)挫折、家庭挫折、人際挫折、戀愛(ài)挫折、病殘挫折、感情挫折、專業(yè)選擇挫折等。作為鐵路客運(yùn)職工，,當(dāng)受到挫折后,其原因不論是屬于外在因素還是內(nèi)在因素，都不應(yīng)該把憤怒、攻擊、不安、冷漠等情緒上的反應(yīng)帶到工作中去。

Thefrustrationfactorsofrailwaypassengertransportpersonnelmainlyincludelearningfrustration,familyfrustration,interpersonalfrustration,lovefrustration,disabilityfrustration,emotionalfrustration,professionalchoicefrustrationandsoon.Asrailwaypassengertransportworkers,whentheyarefrustrated,thereasons,whetherex