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2016 年的一個夏天，惠州平潭機(jī)場。

乘務(wù)長周余蘭站在客艙門前，迎接飛往重慶的乘客。

在逐漸走近的人群身后，周余蘭發(fā)現(xiàn)了一位年輕女乘客，孤零零地坐在輪椅上，緩緩移動……

In a summer in 2016 at Huizhou Pingtan Airport.

Chief flight attendant Zhou Yulan stood in front of the cabin door to welcome the passengers to Chongqing.

Behind the approaching crowd, Zhou Yulan found a young female passenger, sitting alone in a wheelchair, slowly moving forward…

積小善成大愛Little Good Deeds Make Great Love

當(dāng)那名坐在輪椅上的乘客來到艙門時，周余蘭迅速接過輪椅，把她安排到了客艙第一排，也就是自己對面的位置。

“你需要上衛(wèi)生間么，不用擔(dān)心，我可以幫你?！憋w機(jī)起飛后，周余蘭試著與她溝通。

“不用，我有尿不濕。”旅客冷冷地回復(fù)，眼神里滿是絕望。

聽到這話，周余蘭心里咯噔了一下，小心地繼續(xù)和她溝通交流。

在聊到家庭和孩子時，乘客的情緒突然崩潰，緊緊地?fù)Пё≈苡嗵m，嚎啕大哭起來。

哭累以后，乘客向周余蘭講述了自己遭遇的一些列變故。

乘客原本有一個幸福美滿的三口之家，自己因一場車禍導(dǎo)致下半身癱瘓。車禍發(fā)生后，丈夫堅持要離婚，她剛與丈夫辦完離婚手續(xù)，準(zhǔn)備搭乘這趟飛機(jī)回重慶。

周余蘭添加了乘客的微信，還把飛機(jī)上的水果都送給了乘客。

這之后，周余蘭每個月都以給小孩買糖果的名義，資助這名乘客兩百元錢。

“我希望她明白，生活不全是陰霾，陰影里也總有陽光灑進(jìn)來?！狈e小善可以成大愛，周余蘭說，她希望能夠在力所能及的范圍內(nèi)，給人溫暖。

去年，這名乘客再次遭遇意外，她的兒子突發(fā)急性闌尾炎，乘客因照顧孩子，不慎從輪椅上跌倒，兩人的治療費(fèi)用需要兩萬多元。

得知消息后，周余蘭發(fā)動身邊的朋友獻(xiàn)愛心，三天不到就為那名乘客募集到了兩萬多醫(yī)藥費(fèi)。

在同事的眼里，周余蘭特別單純、特別善良，她自己常說，“我想做一束光，溫暖乘客短暫的旅途?！?/p>

When the passenger in the wheelchair came to the cabin door, Zhou Yulan quickly took the wheelchair and placed her in the first row of the cabin, opposite her staff seat.

"Let me know if you want to use the restroom. I can help you." After the plane took off, Zhou Yulan tried to comfort her.

"Don't bother. I've got the diapers." The passenger replied coldly, her eyes filled with despair.

Hearing this, Zhou Yulan's heart dropped, but still she tried to communicate with her with patience.

When talking about family and children, the passenger's emotions suddenly collapsed. She tightly held onto Zhou Yulan, crying aloud.

Exhausted, the passenger finally told Zhou Yulan about her experience.

The passenger used to have a happy family of three. In a car accident, however, her lower body became paralyzed. After the accident, her husband insisted on a divorce. So she and her husband have just got divorced and she is about to head for Chongqing by plane.

Zhou Yulan friended the passenger on WeChat and kindly gave her all the fruits on the plane.

After that, Zhou Yulan subsidized the passenger by 200 yuan each month in the name of buying candy for his child.

"I hope she understands that life is not hard. Every cloud has a silver lining." Zhou Yulan believes little good deeds will create great love and she hopes to help others as much as possible.

Last year, the passenger had another accident. Her son suffered from acute appendicitis. And the passenger fell from her wheelchair when caring for her child. The cost of treatment for the them both was more than 20,000 yuan.

Knowing this, Zhou Yulan called on her friends to help them. Within three days, she raised more than 20,000 yuan for the passenger's medical expenses.

01 空姐周余蘭

In the eyes of her colleagues, Zhou Yulan is very simple and kind. She often says, "I want to be a beam of light to illuminate passengers' short journey."

服務(wù)旅客要有“同理心”Air Attendant Should Have “Empathy” in Service

周余蘭有兩個孩子，或許是因為“同理心”的緣故，她會格外關(guān)注帶孩子的乘客。

“前不久，在拉薩飛重慶的航班上，我就遇到了一位老奶奶，她帶了三個孫子。”周余蘭回憶，三個孩子很小，不但在飛機(jī)里吵吵鬧鬧，還把面包屑灑得滿地都是。

來到孩子們面前，周余蘭拿出三條毛巾，像在家?guī)Ш⒆右粯樱秃⒆觽兺嫫鹆恕安恋匕濉钡挠螒?，還約定了“不可以大聲說話”的游戲規(guī)則。

游戲結(jié)束后，周余蘭把孩子們帶到乘務(wù)員休息區(qū)，和他們們玩起了“安靜拍照”的游戲。

時間在“游戲”里一分一秒地過去，飛機(jī)也順利落地。

“為旅客服務(wù)時，‘同理心’很重要，比如對飛機(jī)上的小孩，我們就要用更人性化的方式與他們溝通互動?！逼綍r的工作中，周余蘭會用最自然的舉動，既照顧到旅客的情緒，也讓旅客感受到貼心的服務(wù)。

Zhou Yulan has two children, so perhaps that's why she is "empathetic" and pays special attention to the passengers with children.

"Not long ago, on a flight from Lhasa to Chongqing, I met an old lady with three grandchildren." Zhou Yulan recalls that the three children were very small, not only making a scene in the plane, but also sprinkling crumbs all over the floor.

02 陪飛機(jī)上的老奶奶聊天

Zhou Yulan came to the children with three towels, and played the game of "cleaning the floor" like she always does at home with her children, and they also agreed upon the rules of the game that "one can not make a noise".

After the game, Zhou Yulan took the children to the flight attendant rest area, and they played a "quiet photo" game.

Time passed fast as the game went on, and the plane finally landed smoothly.

"'Empathy' is important when serving passengers, for example, we need to interact with children on the plane in a more humane way." Usually in service, Zhou Yulan will behave naturally, not only to care for the feelings of the passengers, but also to let the passengers feel thoughtful service.

“帶徒弟”要求練字帖Requires “Apprentice” to Practice Chinese Calligraphy

擁有11 年工作經(jīng)驗的周余蘭，在重慶航空空乘人員中算得上“老師傅”，她“帶徒弟”的方式也很有特色。

說到“帶徒弟”，周余蘭說自己并不嚴(yán)格。相反，她對徒弟很親和，即使犯了錯，也會和顏悅色地讓她們總結(jié)經(jīng)驗教訓(xùn)，“每個人都會犯錯，包括我自己，但犯錯不可怕，怕的是在工作中浮躁，對工作失去敬畏心?！?/p>

03 幫助行動困難旅客登機(jī)

平日里，周余蘭會和徒弟分享自己練習(xí)唇舌操和普通話的技巧，以及迎送乘客的站姿和為乘客制作冰飲的竅門……

除此而外，在周余蘭看來，她能教的，更多的是心態(tài)，要把心靜下來。

接手新徒弟前，周余蘭都會送她們一本字帖，“要想出師，除了公司規(guī)定的硬性要求外，還必須臨摹完這本字帖。”

這是周余蘭額外的要求，“字不一定要寫好看，但一定要工整，寫字最能反映人的心態(tài)。”

“靜下心來，才能知道自己是不是真的喜歡這份工作。一份工作，如果不是真心喜歡，那一定干不好?！?1 年來，周余蘭在工作中始終保持這樣的狀態(tài)。

也正是因為心靜了，周余蘭才能在工作中發(fā)現(xiàn)與人打交道的樂趣：陪八十歲高齡的老奶奶在等待轉(zhuǎn)機(jī)的間隙聊天，陪剛參加完比賽的孩子交流……

Zhou Yulan, with 11 years of working experience, can be regarded as an "old master" among the flight attendants in Chongqing Airlines, and her "apprenticeship" style is also very distinctive.

Speaking of "leading apprentices," Zhou Yulan says she is not strict. On the contrary, she is very friendly to her disciples. Even if they make mistakes, she will gently ask them to learn from their experiences and lessons. "Everyone makes mistakes, including myself, but making mistakes is not to be feared. What one should fear is that he will be impetuous in his work and lose his awe for the work."

On weekdays, Zhou Yulan shares with her apprentices her skills in lipand-tongue exercises and Mandarin, as well as her stand-up skills in welcoming and seeing off passengers and her tips on making ice drinks for them.

In addition, in Zhou Yulan's view, what she can teach is more about the state of mind and how to calm down.

Before taking over a new apprentice, Zhou Yulan would send them a copy of the Chinese calligraphy. "If you want to get started, you have to imitate the calligraphy in addition to the firm's mandatory requirements."

This is Zhou Yulan's additional requirement. "You don't have to write well, but you have to write neatly. Writing is most reflective of a person's state of mind."

"Only when you calm down will you know if you really like the job. If you don't really like your job, you can't do it right. "Zhou Yulan has been in this state at work for her entire career of 11 years.

It is also because of her peace of mind, Zhou Yulan can find the pleasure of dealing with people at work: to chat with an 80-year-old grandmother in waiting for a transfer, to accompany the children who have just participated in the competition and exchange program …