Construction And Verification Of Competency Model Of Civil Aviation Flight Attendants

With the rapid development of civil aviation industry,the demand for flight attendants is increasing day by day,especially the excellent flight attendants with high quality and high skill.The emergence of competency research helps to solve the traditional human resources management methods in the selection,employment and retention of people and other problems.Therefore,this study hopes to explore the key factors that affect the performance of the excellent flight attendants through the study of the competency of the excellent flight attendants,and to construct and verify the competency model of the excellent flight attendants in civil aviation.In order to provide theoretical support for career development,recruitment and training of civil aviation flight attendants.Based on the analysis of the previous literature and the training scheme of the flight attendants of an airline,the coding Dictionary of flight attendants competency has been compiled.In the later stage,the coding dictionary has been supplemented and perfected through the analysis of the text materials of the behavior event interview.Finally,the coding Dictionary of Airhostess competency with 33 competency elements is established through expert consultation.They are:smile service,active service,cabin service skills,security skills,medical knowledge and first aid skills,communication skills,language skills,observation ability,attention ability,persuasion ability,listening ability,emotional control ability,Calmness,psychological resilience,introspection,patience,creativity,enthusiasm,optimism,openness,affinity,self-confidence,internal cooperation,inter-departmental cooperation,decision-making power,teaching ability,command and coordination ability,Overall awareness,professionalism,responsibility,achievement orientation,job motivation,professional loyalty.Conduct event interviews with 20 civil airline flight attendants,including 12 excellent flight attendants and 8 ordinary flight attendants.This paper analyzes the interview text and extracts the competency elements of 15 excellent flight attendants.Then,a questionnaire survey on the importance of competency factors of excellent flight attendants was conducted to complement and perfect the competency factors of excellent flight attendants,and finally established the competency model of excellent flight attendants,including affinity,sense of responsibility,and so on,and finally established the model of competency of excellent flight attendants,including:affinity,sense of responsibility,Initiative,cooperation,emotion management,work enthusiasm,safety awareness,alertness,flexibility,psycho-elasticity,cabin service skills,first aid skills,language skills,a total of 13 items.Based on the factor analysis of the measured data by compiling the questionnaire of flight attendant competency,the model of flight attendant competency includes 4 dimensions and 13 factors.The four dimensions are:psychological quality,personal characteristics,cabin professional skills,work motivation and attitude.The psychological quality includes four factors:alertness,flexibility,resilience and emotion management.Personal traits include:affinity,responsibility,initiative and cooperation;Cabin professional skills include:cabin service skills,first aid skills,language skills 3 factors;Work motivation and attitude include work enthusiasm and safety consciousness.Based on the competency model of excellent flight attendants,the self-evaluation questionnaire of flight attendantsundefined competency is compiled,which is proved to have good reliability and validity.This questionnaire is used to verify the model,which proves the structure of the model is good,and generalizes the competency characteristics of the flight attendants.