辽宁2010年自考饭店服务心理学考试大纲(Liaoning 2010 self taught hotel service psychology examination outline)
辽宁2010年自考饭店服务心理学考试大纲(Liaoning 2010 self
taught hotel service psychology examination outline)
Course number: 03958
Teaching materials: Psychology of hotel service, Wang Henan, publishing house of electronics industry, January 2009.
This syllabus is used for the hotel service psychology course of hotel management major.
Topic 1: basic knowledge of hotel service psychology
Task 1: understanding the development of Psychology
Understanding: the birth, rise and development of psychology. A
Understanding: the branch of psychology. A
Mastery: the definition of psychology. B
Task two: Psychology from the perspective of hotel service
Understanding: the object of general psychology and hotel service psychology. A
Understanding: the method of hotel psychology research. B
Understanding: the main method of studying hotel service psychology. B
Mastering: the necessity of hotel service psychology. B
Mastering: the principles that must be followed in the study of hotel psychology. C
Topic two perception of hotel services
Task 1: understanding perception
Understanding: the types of perception. A
Understanding: observation level. A
Mastery: the concept of perception. C
Mastery: the changes in feelings are shown in several ways. B
Mastery: the characteristic performance of perception. C
The service practical significance of task two sense perception
Understanding: the relationship between guest perception and hotel service. C
Understanding: from the perspective of interpersonal perception, summarize the impact of perception on guests in Hotel service. C
Mastery: the practical significance of perception to guests. D
Focus on: hotel staff accurate perception of guests. D
Topic three: memory and attention in hotel service
Task one: understanding memory and attention
Understanding: the classification of memory. A
Understanding: categories of attention. A
Understanding: the quality of human memory. A
Understanding: the function of attention. B
Mastery: the definition of memory and attention. C
Mastery: the characteristics of attention. C
Task two: the practical significance of memory and attention
Understanding: hotel guests pay attention to. B
Mastering: developing good memory. D
Mastery: cultivate good attention. D
Topic four needs and motivations in hotel service
Task one: understanding needs
Understanding: the types of needs. A
Understanding: the important theory needed. A
Mastery: the concept of need. B
Task two understand motivation
Understanding: types of motivation. A
Understanding: theories and methods of motivation. B
Mastery: the function of motivation. C
Mastery: the definition of motivation. C
The practical significance of task three and need and motivation
Mastery: the characteristics of hotel guests' needs. C
Master: how can the hotel meet the needs of the guests?. C
Focus on the impact of motivation on guests. D
Topic five emotion and emotion in hotel service
Task one understanding emotion
Understanding: the maturity sign of emotion. A
Understanding: the classification of emotions. A
Grasp: the basic concept of emotion B.
Mastery: the function of emotion. B
Task two understanding emotions
Understanding: the classification of emotions. A
Understanding: emotional expression. A
Mastery: the concept of emotion. B
Key points: the difference and connection between emotion and emotion. D
Task three emotional and emotional hotel service practice significance
Focus on: emotion, emotion and service manager's service practice. D
Topic six personality and character in hotel service
Task one: understanding individuality
Understanding: the characteristics of individuality. A
Understanding: the structure of personality. A
Mastery: the basic concept of personality. B
Task two: understanding character
Understanding: the structure of character. A
Understanding: the classification of character. A
Understanding: the relationship between personality and temperament. C
Understanding: the method of personality assessment. B
Mastery: the concept of character. B
Task three personality and personality of hotel service practice significance
Mastering: personality and personality requirements of service personnel. D
Topic seven front office service psychology
Task a facade in the hotel lobby
Understanding: the role of the front office. A
Mastering the elements of front office service quality. B
Mastering: the specific service function of the front office. B
Task two make good service according to guest psychology
Focus on: the general psychological needs of guests in the lobby. D
Focus on: beautify the lobby environment. C
Topic eight housekeeping Department Service psychology
One task creates second guest rooms -- housekeeping Department
Understanding: the role of housekeeping department. A
Understanding: housekeeping service procedures. A
Understanding: housekeeping department contact with departments. B
Task two make room service according to guest psychology
Master: the characteristics of room service. B
Master: the psychological needs of guests to guest room layout. C
Master: General Psychology of guest in guest room. C
Focus on: according to the guest's psychological good service work. D
Topic nine Restaurant Department Service psychology
Mission Hotel gourmet world -- catering department
Understanding: the characteristics of catering services. B
Understanding: food service quality management. A
Master: the position and function of the catering department in the hotel. B
Task two guests' psychological demand for restaurant service
Mastery: the general psychology of guests to catering service. C
Focus on: provide guests with satisfactory restaurant service. D
Topic ten the birth and development of management psychology
Task 1: the basic concepts of management psychology
Understanding: the background and development of management psychology. A
Mastering: the concept of managerial psychology. B
Task two the main research contents and tasks of management psychology
Mastering: the main research contents of management psychology. B
Mastering: several problems need to be considered in management psychology. B
Topic eleven marketing psychological management
Task one: the birth of marketing psychology
Understanding: the value of marketing psychology. A
Mastering: the concept of marketing psychology. B
Mastering: the main characteristics of marketing psychology. B
Task two research methods and basic principles of marketing psychology
Understanding: research methods in marketing psychology. A
Understanding: the basic principles of marketing psychology. B
Task three hotel marketing psychology
Understanding: the development stage of hotel marketing. A
Mastering: eight effects of hotel psychological marketing. C
Mastering: hotel marketing psychology strategy. D
Topic twelve interpersonal communication
Task one: the definition of interpersonal communication
Understanding: interpersonal attraction rules. A
Mastery: the concept of interpersonal communication. B
Mastery: influencing factors of interpersonal relationship. C
Mastery: interpersonal communication skills. C
Focus on mastering four aspects of effective communication. D
Task two interpersonal interaction and communication in hotel service
Mastering: the communication between Hotel staff. B
Mastering: communicating with guests. B
Focus on: common psychological barriers to interpersonal communication. D
Topic thirteen hotel staff motivation
Basic overview of task one motivation
Understanding: the type of motivation. A
Understanding: several theories of motivation. A
Mastery: the basic concept of motivation. B
Mastery: the basic principle of motivation. C
The practical application of task two motivation theory
Mastering: providing a good working environment. B
Mastering: pay attention to every employee. C
Focus on: building a positive working atmosphere. D
Topic fourteen hotel employees' labor psychology management
Task one work pressure
Understanding: the source of stress. A
Understanding: individual differences in stress. A
Mastery: the behavioral response to stress. C
Mastery: the psychological response to stress. B
Task two fatigue
Understanding: classification of fatigue. A
Understanding: the state of fatigue. A
Mastering: the meaning of fatigue. B
Mastery: the cause of fatigue. C
Task three: strategies to relieve work stress and fatigue
Mastering: the elimination of fatigue. C
Focus on: strategies to reduce stress. D
Topic fifteen after-sales service psychology of hotel enterprises
Task a guest's complaint psychology
Master: psychological analysis of guest complaints. D
Mastering: dealing with complaints skills. C
Key points: analysis of guest complaints. C
Task two after-sales service psychology
Understanding: after sales service methods. A
Mastering: after sale service. B
The self-study exam questions of hotel service psychology course
A single choice (the title of 15 items, each item of 1 points, a total of 15 points)
1. Founded the world's first psychology laboratory.
A, Wahson
B, Feng Te
C, Freud
D, Maslow
Two, multiple-choice questions (the big topic 5 items, each item of 2 points, a total of 10 points)
1. The function of motivation is ().
A, activation
B, drive
C, maintenance
D, pointing
E and coordination
Three, fill in the blanks (the title of 10 items, each item of 1 points, a total of 10 points)
1, marketing psychology formed in 1960s in ______.
Four, (the title glossary 5 items, each item of 3 points, a total of 15 points)
1, management psychology
Five, short answer questions (the big topic 6 items, each item of 5 points, a total of 30 points)
1. Briefly describe the characteristics of the communication between hotel staff and guests.
Six, discuss a problem (the problem of 2 items, each item of 10 points, 20 points)
1, try to describe the common interpersonal communication, millions of reading www.baiwandu.com psychological barriers.
Explanation: degree requirement: the proportion of understanding, mastering and focusing on the outline is 3:4:3
Expected difficulty: A is easy, B is medium difficulty, C is difficult, D is difficult, and the proportion of 2:3:3:2 in the outline
In the proposition, the proportion of the degree requirements and the expected difficulty requirements is basically the same as the requirements of the syllabus.
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