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情绪对人的影响非常大,负面情绪会影响人的心理和身体,进而影响人的行为。在汽车站客运高峰时期,乘客容易出现各种负面情绪,从而影响汽车站的正常工作运行。本文分析了乘客负面情绪的来源,由于汽车站的环境、高峰时期的问题和工作人员的负面情绪,乘客容易出现负面情绪。汽车站需要加强高峰管理,提出有效应对乘客负面情绪的措施,加强工作人员对于负面情绪处理的培训,提高工作人员的沟通能力,为乘客营造一个更加轻松愉悦的乘车环境。
Emotions have a very big impact on people. Negative emotions can affect people’s psychology and body, thereby affecting people’s behavior. During the rush hour at the bus station, passengers are prone to various negative emotions, thus affecting the normal operation of the bus station. This paper analyzes the source of negative emotions for passengers. Passengers are prone to negative emotions because of the environment of the bus station, the problems during peak periods and the negative emotions of staff. Bus station need to strengthen peak management, put forward measures to effectively deal with passenger negative emotions, strengthen staff training for the handling of negative emotions, improve staff communication skills, for passengers to create a more relaxed and pleasant ride environment.