《民航服務(wù)英語》課件

PPTcoursewareforCivilAviationServiceEnglish目錄contentsOverviewofCivilAviationServicesBasicknowledgeofcivilaviationserviceEnglishTheApplicationofEnglishinCivilAviationServiceProcessesCaseAnalysisofCivilAviationServiceEnglish目錄contentsCivilAviationServiceEnglishTrainingandEnhancementTheDevelopmentTrendsofFutureCivilAviationServiceEnglish01OverviewofCivilAviationServicesDefinitionCivilaviationservicesrefertotherangeofservicesprovidedbytheaviationindustrytomeetthetransportationandtravelneedsofpassengersandcargoTheseservicesincludeflightoperations,airportservices,aviationsafetyregulation,andmoreCharacteristicsCivilaviationservicesarecharacterizedbytheirhighstandards,rigorousorganization,andstringsafetyrequirementsTheyaimtoprovideefficiency,safety,andconvenienttransportationservicestomeettheneedsofsocietyandtheeconomyThedefinitionandcharacteristicsofcivilaviationservicesVSCivilaviationservicesplayavitalroleinpromotingeconomicdevelopmentandtradeTheyconnectremoteareaswithmajorcitiesandfacilitatethetransportationofgoodsandpeople,whichpromoteseconomicgrowthandsocialprogressSafetyandSecurityCivilaviationservicesalsoensurethesafetyandsecurityofpassengersandcargoduringtransportationTheaviationindustryhasestablishedstrictsafetyregulationsandstandardstominimizerisksandensurethesmoothoperationofflightsEconomicImpactTheImportanceofCivilAviationServicesEarlyDaysTheearlyhistoryofcivilaviationservicesBeganinthe19thcenturywiththefirstsuccessfulmannedflightbytheWrightbrothersin1903However,commercialaviationservicesdidnottakeoffuntilthe1930swiththedevelopmentofpassengerairlinesandairportsModernDevelopmentInrecentdecades,thecivilaviationindustryhasexperiencedrapidgrowth,withincreasingnumbersofairports,airlines,andflightsconnectingmorecountriesandregionsaroundtheworldThisgrowthhasbeensupportedbytechnologicaladvancementsinaircraftdesign,airtrafficcontrolsystems,andairportfacilitiesTheHistoryandDevelopmentofCivilAviationServices02BasicknowledgeofcivilaviationserviceEnglishsuchasboardinggates,securitycheckareas,baggageclaimareas,etc.AirportfacilitiesvocabularysuchasBoeing,Airbus,helicopters,etc.Aircrafttypevocabularysuchasdeparturetime,landingtime,delay,etc.Flightinformationvocabularysuchasairspace,route,altitude,etc.AviationterminologyvocabularyEnglishvocabularyforcivilaviationservicesWelcometoourairlineBoardinginstructions:suchas"Pleasetakeyourseatandfastyourseatbelt."Safetyreminder:suchas"Pleaseensureyourseatbackisintherightposition."Thankyouforflyingwithustoday01020304CommonexpressionsincivilaviationserviceEnglishUsesimplelanguageandavoidtechnicaljargontoensureattendeesunderstandinstructionsandinformationclearlyClearanddecidelanguageSpeakinapoleandprofessionalmanualtomaintainapositiveimageoftheairlineandcreateacomfortableatmosphereforpassersbyPoleandprofessionaltoneListencarefullytoattendees'questionsorconcernsandresponsepromptlyandeffectivelyActivelisteningBeabletoadapttodifferentsituationsandcommunicateeffectivelywithdiversegroupsofpeople,includingthosewhomayhavelimitedEnglishproficiencyAdaptabilityEnglishcommunicationskillsforcivilaviationservices03TheApplicationofEnglishinCivilAviationServiceProcessesSummaryAccurateexpressionDetaileddescriptionAccurateEnglishexpressioniscrucialforensuringtheaccuracyandfluencyofinformationtransmissionduringairportreceptionandsecuritychecks.Thisincludesclearlyconveyingflightinformation,boardinggateinstructions,luggagecheck-inregulations,etc.,aswellasansweringpassengers'questionscorrectly.TheEnglishexpressionofairportreceptionandsecuritycheckTheEnglishexpressionofairportreceptionandsecuritycheckProfessionalterminologySummaryDuringairportreceptionandsecuritychecks,usingprofessionalterminologycanreflecttheprofessionalcompetenceofservicepersonnelandensuretheaccuratetransmissionofinformation.Forexample,use"boardingpass"insteadof"ticket","carryonluggage"insteadof"handluggage",etc.DetaileddescriptionPolitelanguageSummaryUsingpolitelanguageduringairportreceptionandsecuritycheckscanimproveservicequalityandenhancepassengersatisfaction.Servicepersonnelshoulduseexpressionsofrespect,gratitude,andapologytodemonstrateaprofessionalandfriendlyattitude.DetaileddescriptionTheEnglishexpressionofairportreceptionandsecuritycheckSummaryCommunicationskills要點一要點二DetaileddescriptionGoodEnglishcommunicationskillsareessentialincabinservice.Servicepersonnelneedtobeabletoclearlyconveysafetyinstructions,cateringservices,entertainmentactivities,andotherinformation,andbeabletoeffectivelyaddresspassengerissuesandneeds.EnglishcommunicationincabinetservicesAdaptingtodifferentaccentsandlanguagehabitsSummaryIncabinservice,passengersmaycomefromdifferentcountriesandregions,withdifferentaccentsandlanguagehabits.Servicepersonnelshouldhavetheabilitytoadapttodifferentlanguageenvironments,understandandrespondtopassengerswithdifferentaccentsandlanguagehabits.DetaileddescriptionEnglishcommunicationincabinetservicesSummaryNonverbalcommunicationDetaileddescriptionIncabinservice,nonverbalcommunicationisalsoveryimportant.Servicepersonnelshouldestablishgoodinteractionandcommunicationwithpassengersthroughsmiles,eyecontact,gestures,andothermeanstoimprovetheircomfortandsatisfaction.EnglishcommunicationincabinetservicesSummaryCalmResponseDetaileddescriptionInemergencysituations,itiscrucialtoremaincalmandquicklyrespondwiththecorrectEnglish.Servicepersonnelshouldhavetheabilitytorespondtoemergencysituations,andbeabletoclearlyconveyinformationsuchasemergencysituations,evacuationinstructions,andcalmingpassengeremotions.EnglishresponseinemergencysituationsSummaryFamiliaritywithemergencyproceduresDetaileddescriptionServicepersonnelshouldbefamiliarwithvariousemergencyprocedures,includingbutnotlimitedtofirealarm,medicalfirstaid,lossofpressure,etc.Inemergencysituations,beabletoquicklyfollowemergencyprocedurestoensurethesafetyofpassengers.EnglishresponseinemergencysituationsCrossculturalcommunicationSummaryInemergencysituations,passengersmaybeinastateofpanic,andservicepersonnelshouldhavecross-culturalcommunicationskillstoeffectivelycommunicatewithpassengersfromdifferentculturalandlanguagebackgrounds,calmtheiremotions,andensurethattheyunderstandandfollowemergencyinstructions.DetaileddescriptionEnglishresponseinemergencysituations04CaseAnalysisofCivilAviationServiceEnglishAcertainairlinesuccessfullyimprovedcustomersatisfactionandloyaltybyprovidinghigh-qualitycustomerservice.SuccessCase1Anairportimproveditssecurityscreeningprocess,resultinginincreasedpassengertrafficefficiencyandsecuritysatisfaction.SuccessCase2Acertainairlinereducedflightdelayratesandimprovedpassengertravelexperiencebyoptimizingflightscheduling.SuccessCaseThreeSuccessCaseSharingFailureCase2Acertainairlinesufferedcustomerlossanddecreasedreputationduetopoorcustomerservicequality.FailurecasethreeThecumbersomesecuritycheckprocessatacertainairportresultedinlowpassengertrafficefficiencyanddissatisfaction.CaseOneofFailureAnairportexperiencedwidespreadflightdelaysduringpeakhours,resultinginpassengerdissatisfactionandcomplaints.ReflectiononfailedcasesLessonslearnedfromthecasestudyValuingcustomerservicequality:Airlinesshouldalwayspayattentiontocustomerneedsandexperiences,andprovidehigh-qualitycustomerservice.Optimizingprocessmanagement:Airportsandairlinesshouldcontinuouslyoptimizeprocessmanagementtoimproveworkefficiencyandpassengersatisfaction.Strengthenemployeetraining:Airportsandairlinesshouldattachimportancetoemployeetrainingandimprovetheirprofessionalqualityandservicelevel.Timelyresponsetoemergencies:Airportsandairlinesshouldestablishcomprehensiveemergencyplanstorespondtoemergenciesinatimelymanner,ensuringpassengersafetyandsmoothtravel.05CivilAviationServiceEnglishTrainingandEnhancementInhousetrainingConductingtrainingsessionswithintheorganization,eitherfacetofaceoronlineThiscanincludeinteractiveworkshops,roleplays,andsimulationsExternaltrainingEnrollinginexternalEnglishlanguagecoursesdesignedforcivilaviationpersonnelThesecoursesareoftencoveredwithspecificvocabularyandscenariosrelatedtotheindustrySelfstudyProvinglearnerswithmaterialssuchasbooks,onlineresources,andvideostostudyontheirownLearnerscanpracticetheirEnglishskillsthroughself-studyandseekguidancefrommentorsorteachersEnglishtrainingmethodsforcivilaviationservicesSkillsforimprovingEnglishlisteningandspeakingabilitiesActivelistening:PayingcloseattentiontothespeakerandprocessingtheinformationtheyarecommunicatingThisinvolvesunderstandingthemainpoints,askingclarifyingquestions,andconfirmingunderstandingParaphrasing:RestatingwhatthespeakerhassaidinyourownwordstodemonstratecomprehensionItalsohelpstoconfirmunderstandingandcanimprovelisteningskillsUsingappropriatelanguage:Usingclear,simplelanguagethatiseasytounderstandwhenspeakingandlisteninginEnglishAvoidingcomplexvocabularyandlongsensescanhelpcommunicateflowmoresmoothlyPracticingspeaking:EngaginginconversationpracticewithnativeEnglishspeakersorfollowinglearnersThiscanincludespeakingingroups,roleplays,oroneononepracticesessionsRecommendationofonlinelearningresourcesandtoolsDuolingo:ApopularlanguagelearningwebsiteandappthatoffersgamifiedlearningexperiencestohelplearnerspracticetheirEnglishskillsMemory:AwebsiteandappthatspecializeinmemoryexercisestohelplearnersretaininformationandvocabularyItofferscoursesspecificallydesignedforcivilaviationEnglishCoursera:AwellknownonlinelearningplatformthatofferscoursestaughtbyexperiencedprofessionalsinthefieldofcivilaviationEnglishThesecoursesareoftenacceptedandprovidecertificatesuponcompletionTEDed:Awebsitethatfeaturesengaging,educationalvideosonavarietyoftopics,includingcivilaviationinEnglishLearnerscanwatchvideos,practicelisteningcomprehension,andlearnnewvocabularythroughinteractiveexercises06TheDevelopmentTrendsofFutureCivilAviationServiceEnglishICAOrequirespilots,airtrafficcontrollers,andavoidanceinspectorstodemonstrateprofessionalisminEnglish,includingbothwrittenandspokecommunicationskillsICAOhaspublishedasetofEnglishlanguageproficiencystandardsthatdefinetheminimumlevelsofEnglishabilityrequiredfordifferentjobcategoriesintheaviationindustryTomeetICAOrequirements,PPTcoursewareforCivilAviationServiceEnglishshouldfocusondevelopingstudents'Englishproficiency,specificallyinlisteningandspeakingskillsInternationalCivilAviationOrganization'sRequirementsforCivilAviationServiceEnglishInthefuture,civilaviationserviceEnglishwillcontinuetoevolveandi