目 錄 模塊一 高速鐵路概述··································································································· 1 內(nèi)容一 國(guó)內(nèi)外高速鐵路發(fā)展概況··················································································· 2 內(nèi)容二 高速鐵路的技術(shù)優(yōu)勢(shì)························································································ 16 內(nèi)容三 高速鐵路發(fā)展趨勢(shì)··························································································· 24 模塊二 動(dòng)車(chē)組設(shè)備設(shè)施······························································································ 31 內(nèi)容一 CRH1型動(dòng)車(chē)組車(chē)內(nèi)設(shè)備設(shè)施··········································································· 32 內(nèi)容二 CRH2型動(dòng)車(chē)組車(chē)內(nèi)設(shè)備設(shè)施··········································································· 40 內(nèi)容三 CRH3型動(dòng)車(chē)組車(chē)內(nèi)主要設(shè)備設(shè)施···································································· 48 內(nèi)容四 CRH5型動(dòng)車(chē)組車(chē)內(nèi)設(shè)備設(shè)施··········································································· 55 內(nèi)容五 CRH380A型動(dòng)車(chē)組車(chē)內(nèi)設(shè)備設(shè)施····································································· 66 模塊三 動(dòng)車(chē)組客運(yùn)乘務(wù)人員基本要求··········································································· 77 內(nèi)容一 動(dòng)車(chē)組客運(yùn)乘務(wù)工作概述················································································· 78 內(nèi)容二 動(dòng)車(chē)組客運(yùn)乘務(wù)人員日常禮儀規(guī)范···································································· 83 內(nèi)容三 客流高峰期的旅客服務(wù)···················································································· 99 模塊四 動(dòng)車(chē)組列車(chē)客運(yùn)業(yè)務(wù)······················································································ 105 內(nèi)容一 動(dòng)車(chē)組列車(chē)服務(wù)質(zhì)量管理··············································································· 107 內(nèi)容二 列車(chē)移動(dòng)補(bǔ)票機(jī)與站車(chē)無(wú)線(xiàn)交互系統(tǒng)使用························································· 118 內(nèi)容三 鐵路運(yùn)輸收入管理和列車(chē)票務(wù)處理·································································· 142 內(nèi)容四 客運(yùn)記錄及電報(bào)···························································································· 155 模塊五 動(dòng)車(chē)組列車(chē)客運(yùn)乘務(wù)工作··············································································· 165 內(nèi)容一 動(dòng)車(chē)組列車(chē)始發(fā)乘務(wù)作業(yè)··············································································· 166 內(nèi)容二 動(dòng)車(chē)組列車(chē)途中乘務(wù)作業(yè)··············································································· 176 內(nèi)容三 動(dòng)車(chē)組列車(chē)終到乘務(wù)作業(yè)··············································································· 188 內(nèi)容四 動(dòng)車(chē)組列車(chē)接待服務(wù)標(biāo)準(zhǔn)··············································································· 193 模塊六 動(dòng)車(chē)組列車(chē)班組管理······················································································ 203 內(nèi)容一 動(dòng)車(chē)組列車(chē)班組管理······················································································ 204 內(nèi)容二 動(dòng)車(chē)乘務(wù)路風(fēng)管理························································································· 220 模塊七 動(dòng)車(chē)組列車(chē)安全與應(yīng)急處理············································································ 233 內(nèi)容一 動(dòng)車(chē)組列車(chē)安全管理······················································································ 234 內(nèi)容二 旅客發(fā)生急病和人身傷害事故的處理······························································· 252 內(nèi)容三 非正常情況的應(yīng)急處理··················································································· 266