温暖旅途的“那束光”

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2016 年的一个夏天，惠州平潭机场。

乘务长周余兰站在客舱门前，迎接飞往重庆的乘客。

在逐渐走近的人群身后，周余兰发现了一位年轻女乘客，孤零零地坐在轮椅上，缓缓移动……

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…

积小善成大爱Little Good Deeds Make Great Love

当那名坐在轮椅上的乘客来到舱门时，周余兰迅速接过轮椅，把她安排到了客舱第一排，也就是自己对面的位置。

“你需要上卫生间么，不用担心，我可以帮你。”飞机起飞后，周余兰试着与她沟通。

“不用，我有尿不湿。”旅客冷冷地回复，眼神里满是绝望。

听到这话，周余兰心里咯噔了一下，小心地继续和她沟通交流。

在聊到家庭和孩子时，乘客的情绪突然崩溃，紧紧地搂抱住周余兰，嚎啕大哭起来。

哭累以后，乘客向周余兰讲述了自己遭遇的一些列变故。

乘客原本有一个幸福美满的三口之家，自己因一场车祸导致下半身瘫痪。车祸发生后，丈夫坚持要离婚，她刚与丈夫办完离婚手续，准备搭乘这趟飞机回重庆。

周余兰添加了乘客的微信，还把飞机上的水果都送给了乘客。

这之后，周余兰每个月都以给小孩买糖果的名义，资助这名乘客两百元钱。

“我希望她明白，生活不全是阴霾，阴影里也总有阳光洒进来。”积小善可以成大爱，周余兰说，她希望能够在力所能及的范围内，给人温暖。

去年，这名乘客再次遭遇意外，她的儿子突发急性阑尾炎，乘客因照顾孩子，不慎从轮椅上跌倒，两人的治疗费用需要两万多元。

得知消息后，周余兰发动身边的朋友献爱心，三天不到就为那名乘客募集到了两万多医药费。

在同事的眼里，周余兰特别单纯、特别善良，她自己常说，“我想做一束光，温暖乘客短暂的旅途。”

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 空姐周余兰

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."

服务旅客要有“同理心”Air Attendant Should Have “Empathy” in Service

周余兰有两个孩子，或许是因为“同理心”的缘故，她会格外关注带孩子的乘客。

“前不久，在拉萨飞重庆的航班上，我就遇到了一位老奶奶，她带了三个孙子。”周余兰回忆，三个孩子很小，不但在飞机里吵吵闹闹，还把面包屑洒得满地都是。

来到孩子们面前，周余兰拿出三条毛巾，像在家带孩子一样，和孩子们玩起了“擦地板”的游戏，还约定了“不可以大声说话”的游戏规则。

游戏结束后，周余兰把孩子们带到乘务员休息区，和他们们玩起了“安静拍照”的游戏。

时间在“游戏”里一分一秒地过去，飞机也顺利落地。

“为旅客服务时，‘同理心’很重要，比如对飞机上的小孩，我们就要用更人性化的方式与他们沟通互动。”平时的工作中，周余兰会用最自然的举动，既照顾到旅客的情绪，也让旅客感受到贴心的服务。

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 陪飞机上的老奶奶聊天

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.

“带徒弟”要求练字帖Requires “Apprentice” to Practice Chinese Calligraphy

拥有11 年工作经验的周余兰，在重庆航空空乘人员中算得上“老师傅”，她“带徒弟”的方式也很有特色。

说到“带徒弟”，周余兰说自己并不严格。相反，她对徒弟很亲和，即使犯了错，也会和颜悦色地让她们总结经验教训，“每个人都会犯错，包括我自己，但犯错不可怕，怕的是在工作中浮躁，对工作失去敬畏心。”

03 帮助行动困难旅客登机

平日里，周余兰会和徒弟分享自己练习唇舌操和普通话的技巧，以及迎送乘客的站姿和为乘客制作冰饮的窍门……

除此而外，在周余兰看来，她能教的，更多的是心态，要把心静下来。

接手新徒弟前，周余兰都会送她们一本字帖，“要想出师，除了公司规定的硬性要求外，还必须临摹完这本字帖。”

这是周余兰额外的要求，“字不一定要写好看，但一定要工整，写字最能反映人的心态。”

“静下心来，才能知道自己是不是真的喜欢这份工作。一份工作，如果不是真心喜欢，那一定干不好。”11 年来，周余兰在工作中始终保持这样的状态。

也正是因为心静了，周余兰才能在工作中发现与人打交道的乐趣：陪八十岁高龄的老奶奶在等待转机的间隙聊天，陪刚参加完比赛的孩子交流……

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 …