高維微

因為愛笑，唐雪耘給自己的微信取了個“唐笑笑”的昵稱。

笑，是唐雪耘的招牌：肉嘟嘟的小臉，上揚(yáng)的嘴角以及潔白的牙齒，給人一副溫柔可愛、人畜無害的模樣。

作為重慶航空的一名乘務(wù)員，標(biāo)志性的笑臉已成為唐雪耘在工作中化解難題的殺手锏。

Because she loves to laugh， Tang Xueyun got herself the WeChat nickname "Tang Xiaoxiao".

Smile is Tang Xueyun’s trump card： chubby little face， rising corners of the mouth and white teeth， coming across as a lovely， sweet-tempered and harmless girl.

As a flight attendant of Chongqing Airlines， the iconic smile has become Tang Xueyun’s trump card in resolving difficult problems in her work.

溫柔化解工作難題Resolving Work Challenges with Gentle

每當(dāng)我們走進(jìn)機(jī)艙，干練精神的空乘人員總讓人感覺踏實，有依賴感。不過，唐雪耘給人的印象卻并非如此，尤其是她那雙嬌滴滴的大眼睛，反倒讓人產(chǎn)生一種莫名的保護(hù)欲。“這種天生的氣質(zhì)形象，正是我順利化解工作中各種難題的武器。”

曾經(jīng)，飛機(jī)上有兩名乘客因為行李擺放發(fā)生了爭執(zhí)。通常情況下，空乘人員會在第一時間幫乘客調(diào)整行李位置，并理性勸和。唐雪耘卻不走尋常路，她把放不進(jìn)行李架的行李抱到懷中，然后無辜地看著爭執(zhí)中的乘客輕聲細(xì)語地問：“先生，可不可以請你們不要吵了。我?guī)湍銈儼堰@件行李放到后面去好不好？我?guī)湍銈兛粗碧蒲┰旁掃€沒說完，兩名乘客就停止了爭執(zhí)，還主動謙讓起來。

入職重慶航空兩年多來，唐雪耘說基本沒遇到過什么難題，很多乘客還因為她的乖巧和溫柔，多加呵護(hù)。

比如唐雪耘在幫乘客放行李時，乘客會主動幫她搭把手；發(fā)放餐食時，也會遇到乘客的寬慰，“小姑娘真不容易”；有一次飛機(jī)因天氣原因晚點，一位著急的乘客跟唐雪耘說話時嗓音有些高，一旁的乘客站出來維護(hù)：“天氣不好，我們大家多理解一下，小姑娘的工作也不容易?！?/p>

Whenever we enter the cabin， the capable flight attendants always make people feel steadfast and dependent. However， that’s not the impression gave by Tang Xueyun. Her big， delicate eyes especially raise an inexplicable desire for protection in people. "The temperament and image I’m born with is exactly my weapon to successfully deal with all kinds of difficulties in my work."

Once， two passengers on the plane had a dispute over luggage placement. Under normal circumstances， flight attendants will help passengers adjust their luggage positions in the first place and make rational peace. Tang Xueyun， however， has her own way. She took the luggage that could not be put into the luggage rack to her arms， then looked innocently at the passengers in the dispute and asked softly， "Sirs， could you please stop quarreling？ What about I put this luggage in the back？ I’ll help you keep an eye on it... " Before Tang Xueyun finished speaking， the two passengers stopped arguing and took the initiative to be humble.

In her more than two years service at Chongqing Airlines， Tang Xueyun seldom encountered any difficulties. Many passengers also take care of her because of her cleverness and gentleness.

For example， when Tang Xueyun is helping passengers with their luggage， passengers will take the initiative to give her a hand； When she distributing meals， they will also comfort her and say， "it’s really not easy for you little girl"； Once， a plane was delayed due to the weather， a worried passenger spoke loudly to Tang Xueyun. Another passenger stood around spoke for her： "The weather is not good. Let’s try to understand. It’s a hard job for a little girl like her."

撒起嬌來好辦事Playing the Woman Works

唐雪耘說話也很有特色，普通話里夾雜了很多語氣助詞，聽起來就像鄰家妹妹在撒嬌。

說到撒嬌，唐雪耘很坦然，“撒嬌挺好的呀！不管是生活還是工作，會撒嬌、會哄人，可以解決好多問題呢！”

因從小在奶奶身邊長大的緣故，唐雪耘很會哄老人開心。當(dāng)她把哄奶奶的招數(shù)“搬”到工作中時，她發(fā)現(xiàn)“撒嬌”這招也很管用。

不久前，在照顧一名無陪老人時，她就一邊哄，一邊跟老人撒嬌。有事沒事，她就找老人說話：“婆婆呀，一會兒你千萬不要一個人走下去喲，你一定要等我喲，我們一起下去好不好呀，這樣我可以幫你提行李……”

“很多老人記性都不太好，多提醒幾遍，他們就能記住了。老人嘛，很容易哄的，而且老人也很容易滿足，多和他們說說話，給他們送毛毯、端杯熱水，做好我們分內(nèi)的工作，他們就會感到溫暖?！痹谔蒲┰趴磥?，耐心和愛心能夠贏得老人們的歡心。

不過在工作中要“哄”的可不止老年人。唐雪耘給我們講述了一位中年乘客的故事：由于天氣原因，飛機(jī)在著陸前盤旋了一陣，耽擱了些時間。下飛機(jī)時，這位乘客急著往外走，不停催促前方的乘客?？吹竭@一幕，唐雪耘走過去“哄”他：“先生，不著急啦，前面很快就不堵了，馬上就可以出去了……”

聽到唐雪耘溫柔的聲音，這位乘客有點不好意思，“你這個小姑娘還真可愛，我女兒長大后要是和你一樣就好了?！?/p>

作為“溫柔和撒嬌的既得利益者”，唐雪耘特別強(qiáng)調(diào)自己的溫柔絕不是弱勢，“我的工作狀態(tài)是既溫柔又嚴(yán)肅，在服務(wù)時怎么溫柔都可以。但涉及到安全問題，我的聲音雖然溫柔，語氣也會嚴(yán)肅?！?/p>

Tang Xueyun’s speech is also very distinctive. Her Putonghua is mixed with many modal particles， which sounds like a girl next door being childish.

Tang Xueyun gets comfortable with playing the women， "It works in many occasions！ No matter in life or work， behaving in a spoiled manner can solve many problems！ "

Raised up by her grandmother， Tang Xueyun is very good at making the elderly happy. When she"borrowed" the tricks of coaxing her Grandma to her work， she found that they work quite well.

Not long ago， she coaxed and acted like a spoiled child when taking care of an unaccompanied old lady. She talked to her at every available moment： "Granny， you must wait for me for a while， let’s get off the plane together so that I can help you carry your luggage..."

"Many old people don’t have a good memory. But they will remember things when reminded several times. They are easy to coax and easily content. Just talk to them more， send them blankets， bring them a cup of hot water， and do our part well， and they will feel warm." In Tang Xueyun’s view， patience and love can win the favor of the old people.

However， it is not only the elderly who need to be "coaxed" at work. Tang Xueyun told us the story of a middle-aged passenger： Due to the weather， the plane circled for a while before landing， wasting some time. When getting off the plane， the passenger was in a hurry to go out， urging the passengers ahead. Seeing this， Tang Xueyun went over to "coax" him： "Don’t worry， sir， you could go out immediately..."

Hearing Tang Xueyun’s gentle voice， the passenger was a little embarrassed. "You are a lovely little girl. I wish my daughter were like you when she grew up."

Benefiting much from "gentleness"， Tang Xueyun stressed in particular that her gentleness is by no means her weak point. "I behave both gentle and serious in work. When serving the passengers， I will reveal my gentle side. But when it comes to safety issues， my voice will become serious."