民航乘務(wù)英語- 課件Mission 8、9 處理應(yīng)急醫(yī)療事件、處理其他緊急事件

民航乘務(wù)英語EnglishforCabinCrewMission8HandlingMedicalEmergency任務(wù)八

處理應(yīng)急醫(yī)療事件Part1LearningObjectives知識目標(biāo)：掌握處理應(yīng)急醫(yī)療事件的標(biāo)準(zhǔn)程序及相關(guān)專業(yè)英語表達(dá)。能力目標(biāo)：1.運(yùn)用客艙應(yīng)急醫(yī)療處置要點(diǎn)進(jìn)行英文對話及相關(guān)服務(wù)。

2.具備進(jìn)行應(yīng)急醫(yī)療客艙廣播的能力。素質(zhì)目標(biāo)：彰顯人文關(guān)懷，強(qiáng)化職業(yè)擔(dān)當(dāng)精神。Mission8HandlingMedicalEmergencyPart2ConversationI.Pointsofservicelanguage.（1）Findingoutwhatiswrong發(fā)現(xiàn)問題，了解情況Excuseme,miss,youlookpale.What’swrongwithyou?女士，您看起來臉色蒼白。怎么了？Doyoufeeluncomfortable?您感到不舒服嗎？What’sthematter?怎么了？Doyouhaveanypain?您哪里痛嗎？Doyoufeelwellenoughtoanswermyquestion?您能聽到并回答我的問題嗎？Howareyoufeeling?您感覺怎么樣？Didyougethurt,sir?先生您受傷了嗎？Mission8HandlingMedicalEmergency（2）Caringforthepassengersinjuredbyturbulence照顧因顛簸受傷的旅客Letmegetthe?rstaidkitforyou.讓我為您取來急救箱。I’lltrytogetacompressoveryourcutting.我將試著給您的傷口敷上止血貼。I’lltrytostopyourbleeding.我將試著給您止血。Letmeputtheoxygenmaskforyou.讓我為您戴上氧氣面罩。Mission8HandlingMedicalEmergencyPart2ConversationI.Pointsofservicelanguage.（3）Askingthecolleagueforhelp向同事請求幫助Ineedsomehelp.我需要支援。Couldyouhelpmegivetheoxygentothesickpassenger?你能幫我給這位生病的旅客吸氧嗎？Let’smakethepassengerlyingonthe?oornow.讓我們幫這名旅客平躺在地板上。Canyougiveheraglassofwater,please?你能給她一杯水嗎？Mission8HandlingMedicalEmergencyPart2ConversationI.Pointsofservicelanguage.（3）Givinginstructionstocrewmembers給乘務(wù)員指令Grabtheoxygen.進(jìn)行吸氧。Get××tocallpurser.讓××呼叫乘務(wù)長。Tellthecaptain.告知機(jī)長。Makeanannouncementimmediately.立即進(jìn)行客艙廣播。Reporttothepurser,please.請告知乘務(wù)長。Getthe?rstaidkitimmediately.立即拿來急救箱。Mission8HandlingMedicalEmergencyII.Listentotheconversationand?llintheblanks.音頻P：PurserFA1/2/3：FlightattendantsPA1/2/3/4：PassengersD：DoctorMission8HandlingMedicalEmergencyPart2ConversationP：Ladiesandgentlemen.Dueto（1）

,theseatbeltsignhasbeenswitchedon.Pleasereturntoyourseatsimmediatelyandfastenyourseatbelts.We’resorrytotellyouthatthein-?ightservicehasbeensuspendedand（2）

aftertheturbulenceisover.FA1：Thereseemstobesomepassengersstandingaroundintherearcabin.I’llgoandseewhat’shappeningthere.Pleasebringthetrolleybacktothegalleybyyourself,OK?FA2：It’sallright.I’llassistyouafterIstowthetrolleysecurely.FA1：（Tothestandingpassengers）Excuseme,wouldyoupleasesitdownandfastenyourseatbelts?PA1：Thislady’sforeheadisbleeding.FA1：What’shappened?Hello,madam,areyouOK?Canyouhearme?PA1：Thisladyhasbeentothelavatoryandmaybeshehasbeenhurtduetotheturbulence.Scenario1Mission8HandlingMedicalEmergencyFA1：Thankyouforlettingmeknow.I’lltakecareoftheladynow.Pleasetakeyourseatand（3）

.（callsFA2）Ineedsomehelp.There’sa

womanintherearcabinbleeding.Getthe?rstaidkitassoonaspossible.FA2：OK.Purser,wehaveapassengerwithaheadinjury,FA1isdealingwiththat.（FA1isnowdealingwiththeunconsciouswoman.）FA1：Isshe?yingwithyou,madam?PA1：No,Idon’tthinkshe’sgotapartner.（Amomentlater）FA1：Hello,madam.Howareyoufeeling?PA2：Oh.I’mfeelingabitdizzy.FA1：Yourforeheadisbleeding.Doyouhaveanypain?Scenario1Mission8HandlingMedicalEmergencyPA2：Nottoobad.FA1：Letmehelpyouleanagainsttheseatback.IthinkI’mgoingtodealwiththewoundimmediately.PA2：Isthewoundserious?FA1：No,it’snotsoserious.FA2：（Comingwiththefirstaidkit）Here’sthefirstaidkit.Howisshe?FA1：She’sfeelingallrightnow.FA2：I’mgoingtodressthewoundand（4）

.PA2：Thanks,I’mfeelingmuchbetternow.FA2：Theseatbeltsignhasbeenswitchedon,soletmehelpyouintoyourseatandbuckletheseatbelt.PA2：It’sverykindofyou.FA2：You’rewelcome.Scenario1Mission8HandlingMedicalEmergencyPA3：Flightattendant,there’samanunconscious.FA3：Ohmygoodness!Hello,canyouhearme,sir?FA2,grabtheoxygenandade?brillator.Callthecaptainabouttheemergency.FA2：OK.FA2：Hello,captain.ThisisFA2herefromeconomycabin.We（5）

onboard.Amanisunconsciousintherearcabinandwearehandlingwiththat.FA3：Hello,sir,canyouhearme?[Tohiswife]Areyoutravellingwithhim,madam?PA4：Yes,thisismyhusband.Justnowhewantedtostanduptogetmybackpackfromtheoverheadlocker.Buthecollapsedunexpectedly.Whathappenedtohim?FA3：Oh,hispulseisveryweak.Let’sadjusthimonthe?oornow...（FA2andFA3administeredCPRandthemanisbreathingagain.）Oh,thankgoodness,he’sbreathingagain.Scenario2Mission8HandlingMedicalEmergencyPA4：I’vereallyappreciatedwhatyouhavedoneforme.FA3：Ourpleasure.Hasthiseverhappenedbefore?PA4：Never.Ishesufferingfrom（6）

?I’msoworried.FA3：Maybe.We’lltryourbesttotakecareofhim.FA2,helpmegetthemaskoverhishead.[Toillman]Canyouhearme?FA2,Ithinkadoctorisneededatthismoment.Canyou（7）

immediately?（Towife）Hashegotanydiseasebeforeandcanyoutellme（8）

?PA4：Yes,he’sgothypertensionandhyperlipidemia,andheisonmedicationeveryday.FA3：Igotit.Don’tworry.We’retakingcareofhim.Ishealwaysingoodhealth?PA4：Yes,buthe’sbeenworkingovertimeand（9）

atnightrecently.Scenario2Mission8HandlingMedicalEmergency（Announcement：Ladiesandgentleman,ifthereisadoctoronboard,pleasetellusandweneedyourhelp.Thankyou.）D：I’madoctor,what’swrong?PA4：Oh,that’sgreat.FA3：Thankyousomuchforcoming,doctor.Thispassengerisunconsciousandhestoppedbreathingforafewseconds.We（10）

,buthispulseisalsoveryweak.D：Letmehavealook.Hisbreathingisnormal,althoughhispulseisalsonotsostrong.Itseemsthathehasbeeninstablecondition.However,Ialsosuggestthatheshouldgetafurthermedicalexaminationandneedhospitalizationassoonaspossible.FA3：Iwillreporttothecaptainimmediately.Scenario2Mission8HandlingMedicalEmergency（Amomentlater）FA3：Ihavereportedtocaptainaboutthesituationandhedecidedanemergencylandingatthenearestairport.Wewilllandin20minutes.Sopleaseremainseatedandkeepyourseatbeltfastened.Wearedescendingnow.PA4：OK,Iwill.Thanksalot.Scenario2Mission8HandlingMedicalEmergencyIII.Listentotheconversationagainandanswerthefollowingquestions.（1）Whydidthe?rstpassengerhurt?（2）Whathastheinjuredpassengergot?（3）WhatdoesFA1wanttheinjuredpassengertodo?（4）Whathappenedtothesecondpassenger?（5）Whatkindofdiseasehasthesecondpassengergot?Mission8HandlingMedicalEmergencyIV．Practice.（1）Practicethedialogueabovewithyourpartner.（2）Performanewrole-playwithyourpartner.Mission8HandlingMedicalEmergencyPart3AnnouncementLookingforadoctor.Ladiesandgentlemen,

MayIhaveyourattention,please!Wehaveapassengerinneedofmedicalassistanceimmediately.Ifyouaremedicalpersonnel,pleasecontactus.Weneedyourhelp.

Thankyouverymuch.Mission8HandlingMedicalEmergencyPart3AnnouncementI.Lookingforadoctor.Ladiesandgentlemen,

Attention,please.

Wehaveapassengerwhoneedsurgentmedicalassistance.Ifyouareadoctorornurse,pleasekindlycontactour?ightattendants.Thankyou.Mission8HandlingMedicalEmergencyPart3AnnouncementII.Diversion.Ladiesandgentlemen,

Wehavebeeninformedthat,duetoaseriouslysickpassengeronboard,we’lldiverttoChongqingJiangbeiInternationalAirport.Weareexpectedtoarrivein20minutesandshallkeepyouupdatedaboutthelatestinformation.Weapologizeforanyinconveniencecausedbythis.Mission8HandlingMedicalEmergency民航乘務(wù)英語EnglishforCabinCrew民航乘務(wù)英語EnglishforCabinCrewMission9HandlingotherEmergencies任務(wù)九

處理其他緊急事件Part1：LearningObjectivesPart2：ConversationPart3：

AnnouncementPart1LearningObjectives知識目標(biāo)：掌握處理顛簸、客艙失火、客艙釋壓、緊急撤離等緊急情況的處置流程及

專業(yè)英文表達(dá)。能力目標(biāo)：1.運(yùn)用客艙緊急事件處置要點(diǎn)進(jìn)行英文對話及相關(guān)服務(wù)。

2.具備進(jìn)行緊急事件客艙廣播的能力。

3.能夠流利說出英文口令。素質(zhì)目標(biāo)：落實(shí)“三個敬畏”民航精神。Missio9HandlingOtherEmergenciesPart2ConversationI.Pointsofservicelanguage.（1）Dealingwiththeturbulence處理顛簸Weareexperiencingsometurbulence.我們正在經(jīng)歷顛簸。Foryoursafety,pleasereturntoyourseatimmediatelyandfastenyourseatbelts.為了您的安全，請您立即回到自己的座位并系好安全帶。Don’tworry,sir.Wehavethecon?dencethattheturbulenceisnormal.請不要擔(dān)心，先生。我們認(rèn)為這次顛簸是正常情況。Cabinservicewillbesuspendedduringturbulence.飛機(jī)顛簸期間將會暫?？团摲?wù)。Missio9HandlingOtherEmergencies（2）Dealingwiththe?reinthecabin處理客艙失火Don’tbeafraid,madam.Thereisaminorfireinthelavatory.Wearedealingwiththat.不要害怕，女士。洗手間出現(xiàn)了一個小火情。我們正在處理。Allour?ightattendantsarewell-trainedandwecanhandleit.所有乘務(wù)員都是訓(xùn)練有素并能處理該類情況的。Pleasetrustus.請相信我們。The?reisnowundercontrol.火情已處置。Missio9HandlingOtherEmergenciesI.Pointsofservicelanguage.Part2Conversation（3）Dealingwiththedepressurization處理釋壓Itwascausedbythechangeofairpressure.這是由于空氣壓力的變化引起的。Youcanrelievetheearachebyswallowing.您可以通過吞咽動作來緩解耳痛。Missio9HandlingOtherEmergenciesI.Pointsofservicelanguage.Part2Conversation（4）Dealingwiththeemergencylanding處理緊急情況Fastenyourseatbeltimmediatelyandremaininyourseats.請立即系好安全帶并坐好。Don’tworry.Ourcaptainhasfullcompetencetolandsafely.不要擔(dān)心，機(jī)長有能力進(jìn)行安全降落。We?ightattendantsarecapableforin-?ightemergencies.我們乘務(wù)有能力進(jìn)行機(jī)上緊急情況處理。Youmustadoptthebraceposition.您必須采取防沖擊姿勢。Youmustbendoverandplaceyourheadbetweenyourknees.您必須低頭彎腰緊迫用力，將頭部放于膝蓋之間。Missio9HandlingOtherEmergenciesII.Listentotheconversationand?llintheblanks.音頻P：PurserFA1/2/3/4：FlightattendantsPA1/2/3/4/5：PassengersMissio9HandlingOtherEmergenciesPart2Conversation（Theplaneisexperiencingmoderateturbulence.）P：Ladiesandgentlemen,weareexperiencingturbulence.Foryoursafety,pleaseremainseatedandfastenyourseatbelt.Thelavatoryhasbeenlockeduntiltheturbulenceisover.Cabinservicewillbesuspendedduringthisperiod.Wedoapologizeforanyinconvenienceand（1）

.PA1：Excuseme,whydoestheplanebump?FA1：Madam,weareexperiencingsometurbulence.Foryoursafety,pleaseremain

seatedandkeepyourseatbeltfastened.PA1：Willitbenormal?Scenario1Missio9HandlingOtherEmergenciesFA1：Don’tworry,Ma’am.We（2）

thattheturbulenceisnormal.PA1：ButcanIgotothelavatorynow?FA1：Sorry,Ma’am.Cabinservicewillbesuspendedduringturbulence.Wewillresumealltheservicesaftertheturbulence.Pleaselistentotheannouncementandfollowtheinstructions.PA1：OK,Iwill.FA1：Thankyouforyoucooperationandremembertokeepyourseatbeltfastenedallthetime.Scenario1Missio9HandlingOtherEmergenciesFA1：Didyoupressthecallbutton,madam?WhatcanIdoforyou?PA1：ItseemsthatIhavesmeltsomesmokehereinthecabin.Whathappened?I’mworriedaboutthat.FA1：Don’tbeafraid,madam.Thereisaminor?reinthelavatory.Wearedealingwiththat.PA1：Oh,mygod.Areyousurethatwillbeokay?FA1：Allour?ightattendantsare（3）

andwecanhandleit.Pleasetrustus.The?reisnowundercontrol.PA1：OK,thankyou.（Amomentlater）Scenario2Missio9HandlingOtherEmergenciesPA2：Hello,?ightattendant,Ifeelthatmyearshurt.Ifeeluncomfortable.FA2：Don’tworry,sir.Itwascausedby（4）

.Youcanrelievetheearachebyswallowing.Itwillnotlastforlong.PA2：Butafterawhileitwillhappenagain.FA2：Wouldyoulikeacupofteaoraglassofwaterplease?PA2：Aglassofwaterthen.FA2：Waitaminute,andIwilltakeitforyou.PA2：It’sverykindofyou.Scenario2Missio9HandlingOtherEmergencies（Theplanesuddenlyexperienceddecompressionbecauseofthetechnicalproblemsintwohoursintotheflight.Theoxygenhasjustdroppedfromtheoverheadcompartment.）FA1：（ToFA2）Ohdear,stopthecabinserviceimmediatelyandmovequicklyto?ndanearestseat.FA2：Yes.AndIhavealreadyslammedthebrakes.FA1：（Aftergrabbingtheoxygen,shoutingloudlyatthepassengers）Grabtheoxygenandbreathenormally,fastenyourseatbelt.（Toalittlechild）Letmehelpyouputonyouroxygenmask.Don’tbeafraid,andIwillbetogetherwithyou.（Toapassengerwithglassessittingnearby）Sir,pleasetakeoffyourglasses,putyourmaskoveryournoseandmouthandbreathenormally.Scenario3Missio9HandlingOtherEmergenciesP：Ladiesandgentlemen,wearewell-trainedprofessionalstokeepyousafeinsuchsituation.Pleasedolistentothe?ightattendants’instructions.Irepeat,pleasedolistentothe?ightattendants’instructions.Thankyou.（Severalminuteslater,theplanehasdescendedtoasafealtitude.Andtheflightattendantsarecheckingtheconditionsinthecabin.）FA2：Madam,isthereanythinguncomfortablewithyou?PA1：Myarmbruised.It’salittlebitaching.FA2：Letmecheckitforyou.Don’tworry,madam,it’snotsoseriousthen.Iwillputabandageoveryourbruise.PA1：Thankyousomuch.FA2：Mypleasure.Scenario3Missio9HandlingOtherEmergencies（Ladiesandgentlemen,ifthereareanyairlineemployees,lawenforcement,firefighters,militarypersonnelorhealthyandstrongmaleonboard,please（5）

toanearbyflightattendant.Weneedyourassistanceduringevacuation.Thankyou.）PA1：Hello,Iamapoliceman.PA2：AndIwasoncea?ightattendanttwoyearsago.PA3：Iamamilitarypersonnel.FA1：Oh,thankgoodness.Weneedyourhelp.AndnowIwillexplainhowtoassistour?ightattendantsduringevacuation.PA1：Iwilldomybesttohelp.Pleasemaketheinstructions.Scenario4Missio9HandlingOtherEmergenciesFA1：Whenyouheartheevacuationsignal,allofyoustandstillwitharms（6）

infront,blockingtheoncomingpassengerswhenIopenthedoor.WhenIdirecttheevacuation,you（ToPA2andPA3）willdisembark?rstandstandoneither

sideoftheslidestoassistintheevacuation.PA2/PA3：OK.FA1：Andyou（ToPA3）willthendisembarkanddirectthepassengersawayfrom

theaircraftontheground.Doyouunderstand?PA1：Yes,Ido.FA1：Thankyousomuchforyourassistance.Scenario4Missio9HandlingOtherEmergencies（Ladiesandgentlemen,attention,please!Thisisyourcaptainspeaking.Wearenowpreparingforemergencylanding.Allcrewmembersarewelltrainedforsuchkindofsituation.Thiswillbeanormalevacuation,butforyoursafetywewilluse（7）

whenlanding.Pleasefollowourinstructions.Thankyou.）FA1：Excuseme,madam,removeyourhigh-heeledshoespleaseforitmay（8）

.Thankyou.PA1：Yes,Iwill.FA2：Excuseme,sir.Pleasetakeoffyourwristwatchbecauseitis（9）

whichmayhurtyourselfortheslides.Thankyou.PA2：ButwhereshouldIputit?FA2：Youcanputitinyourownpocket,sir.PA2：OK,Iwill.Scenario5Missio9HandlingOtherEmergenciesFA3：Sir,weareabouttodescendnow.Pleasetakeoutthecleanbagintheseatpocketinfrontofyou.PA3：ButwhereshouldIputit?FA4：GiveittomeandIwilldealwithit.PA4：Hereyouare.PA5：IamsonervousandI’mreallyscared.FA4：Don’tworry.Ourcaptainhasfullcompetencetolandsafely.We?ightattendantsarewell-trainedforin-?ightemergencies.Fastenyourseatbeltimmediatelyandremaininyourseats.Wearetogetherwithyou.Youmustadopt（10）

.Youmustbendoverandplaceyourheadbetweenyourknees.PA5：Hopeeverythinggoeswell.FA4：De?nitely,wewillbeallright.Scenario5Missio9HandlingOtherEmergenciesIII.Listentotheconversationagainandanswerthefollowingquestions.（1）WhathappenedinScenario1?（2）Howdoesthe?ightattendantcalmdownthepassengerinScenario2?（3）HowmanyvolunteersaretheretoassistinScenario3andwhoarethey?（4）WhatdoesthePA3dotohelpthe?ightattendantinScenario4?（5）Whyshouldthewomenpassengertakeofftheirhigh-heeledshoesduringevacuation?Missio9HandlingOtherEmergenciesIV．Practice.（1）Practicethedialogueabovewithyourpartner.（2）Performanewrole-playwithyourpartner.Missio9HandlingOtherEmergenciesPart3AnnouncementI.FireinthecabinLadiesandgentlemen,

Weareputtingoutaminorfirethathasbrokenoutinthelavatory（thefront/themiddle/therear）ofthecabin.Passengersthere,pleasefollowthedirectionsofflightattendants,otherpassengerspleaseremaininyourse