《乘務(wù)英語(yǔ)》課件-7.特殊旅客服務(wù)與突發(fā)事件處理

VIP乘客服務(wù)VIPpassengerserviceVIP旅客的種類VVIP(veryveryimportantperson)最重要旅客VIP(veryimportantperson)一般重要旅客CIP(commercialimportantperson)工商界重要旅客

禮貌問(wèn)候Goodmorning/afternoon/evening，Sir./Madam.先生/女士，早上/中午/晚上好。WelcometotakeflightShangdongAirlinesSC1234.

歡迎您乘坐山東航空SC1234。禮貌確認(rèn)登機(jī)牌

MayIhaveyourboardingpass,please?初次見(jiàn)面介紹

MyNameis....I’mthepurserofthisflight。我是...，是本次航班乘務(wù)長(zhǎng)。

再次見(jiàn)面問(wèn)好It’sagreatpleasuretobebackwithyou.很榮幸再次見(jiàn)面。

餐食服務(wù)Diningservice介紹菜品

Hereisthewinelistandmenuforyou.Pleasehavealook.I’lltakeyourorderlater.

這是您的酒單和菜單。請(qǐng)看一看。我稍后為您點(diǎn)菜。Thisistheredwineforyou,Mr.Zhang.Pleasecheckit.

這是為您準(zhǔn)備的葡萄酒。請(qǐng)您確認(rèn)一下。詢問(wèn)是否有忌口Wouldyouhaveanyspecialrequest？

您有什么特殊要求嗎？征詢旅客意愿

Wouldyoulikesomecoffee?您要來(lái)點(diǎn)咖啡嗎？

預(yù)計(jì)等待時(shí)間

Thebridgehasn’tintherightposition.Pleasewaithereforawhile.稍后我們會(huì)對(duì)接廊橋，您需要在座位上等待一段時(shí)間。

真誠(chéng)致謝

It’sapleasuretohaveyouwithustoday.很高興共同度過(guò)寶貴時(shí)光。Thankyouforyoursupporttoourcompanyforlongtime.感謝您長(zhǎng)期以來(lái)對(duì)我們公司的支持。Wouldyoupleasegiveussome

valuablesuggestions?

請(qǐng)您留下寶貴意見(jiàn)。

溫馨提醒目的地天氣

Itisalittlecoldoutside.天氣有點(diǎn)涼。

真誠(chéng)道別

Thankyou/ThanksforchoosingShangdongAirlinesSC1234.

感謝您乘坐山東航空SC1234。Wearelookingforwardtoseeingyouagain.期待再次見(jiàn)到您。

六、Task作業(yè)任務(wù)作業(yè)：請(qǐng)同學(xué)們運(yùn)用這節(jié)課所學(xué)的術(shù)語(yǔ)和句子編寫(xiě)并模擬一段情景對(duì)話。1、單選

提示地面天氣寒冷。A.Itisalittlecoldoutside.B.Mr.Zhang,howdoyoulikeit?C.It'snicetomeetyou.D.Welcomeaboard,Mr.Zhang.2、單選（中譯英）請(qǐng)您留下寶貴意見(jiàn)。A.Thankyouverymuchforyourvaluableadvice.B.Couldyouletmeknow?C.Wouldyoupleasegiveussomevaluablesuggestions?D.Couldyoudomeafavor?3、詢問(wèn)是否有忌口時(shí)，可以說(shuō)：A.Theplaneisdescending.B.Wewillbetakingoff.C.Theplanewillbedelayedforawhile.D.Wouldyouhaveanyspecialrequest？無(wú)人陪伴兒童服務(wù)

UnaccompaniedMinor相關(guān)詞匯UM=UnaccompaniedMinor

無(wú)人陪伴兒童sick

不適，暈機(jī)overheadcompartment行李架seatbelt

安全帶comicbooks漫畫(huà)書(shū)boardingpass

登機(jī)證lavatory盥洗室，洗手間childmeal

兒童餐1.Confirmflightandseat確認(rèn)信息幫助入座ThisflightisfromBeijingtoShanghai.本次航班是從北京飛往上海。

MayIhaveyourboardingpass，please？I’llshowyou.請(qǐng)給我您的登機(jī)牌好嗎?我?guī)湍匆幌隆?.Assistwithsafetycheckbeforetakingoff幫助做好安全檢查

MayIhelpyouwithyoursmallbackbagintotheoverheadcompartment?我?guī)湍研”嘲胚M(jìn)上面的行李架好嗎?MayIhelpyouwithyourseatbelt?我?guī)湍蛋踩珟Ш脝?Didyoufeelsickduringtheflight？以前會(huì)暈機(jī)嗎？Herearecleanbagsforyou,youcanputtheminthechairpocketinfrontofyou.這是給您的干凈袋子，您可以放在您前面的椅子口袋里。Here’sthecallbuttonpressitifyoufeeluncomfortable，Iwillcomeassoonaspossible.這是呼叫按鈕，如果你覺(jué)得不舒服就按一下，我馬上就來(lái)。3.Providespecialserviceduringcruising航行期間留心關(guān)照

Wehavecomicbooks.Icantellyouastory.我們有漫畫(huà)書(shū)。我還可以給你講個(gè)故事。Here’schildmeal.Letmehelpyouputdownthetable，MayIhelpyouopenit?Becareful.這是兒童餐。讓我?guī)湍惴畔滦∽腊?。需要我?guī)湍蜷_(kāi)它嗎?請(qǐng)小心些。Comewithmetothelavatory，openthedoorlikethis.我領(lǐng)你去洗手間。門(mén)是這樣打開(kāi)的。

Haveyoufastenyourseatbelt？安全帶重新系好了嗎？Task作業(yè)任務(wù)作業(yè)：請(qǐng)同學(xué)們運(yùn)用這節(jié)課所學(xué)的術(shù)語(yǔ)和句子編寫(xiě)并模擬一段情景對(duì)話。1、單選UMrefersto().A.unavailableminorB.unaccompaniedmanC.unaccompaniedminorD.unavailableman2、多選Whatwouldbeprovidedforunaccompaniedchildontheplane?A.childpacksB.childmealC.milkpowderD.pacifier3、溝通是否有暈機(jī)現(xiàn)象。A.Haveyoufastenyourseatbelt？B.Here’schildmeal.C.Didyoufeelsickduringtheflight？D.Ourplanewillbedelayforaboutanhour.懷孕旅客服務(wù)Pregnantpassengerservice一、耐心解答相關(guān)規(guī)定Accordingtotheflightregulations按照飛行規(guī)定Passengerswhoarepregnantlessthan32weeksshouldbetransportedasgeneralpassengers.懷孕不足32周的旅客，按一般旅客運(yùn)輸。

Passengerswhoarepregnantbetween32to35weeksshouldholdacertificateissuedbythedoctor.孕周32周至35周的旅客，須持有醫(yī)生出具的證明。

Passengerswhoarepregnantover32weeksaregenerallynotaccepted.issuedbythedoctor.懷孕超過(guò)32周的旅客，一般不予接受。二、相關(guān)詞匯pregnantadj.懷孕的pregnantpassenger懷孕乘客certificaten.證明issuev.出具，開(kāi)具pillown.枕頭blanketn.毛毯belly

n.腹部thigh

n.腿三、實(shí)用句型Excuseme,areyoupregnant？

請(qǐng)問(wèn)，您懷孕了嗎？Congratulations!恭喜您。Howmanyweeksareyoupregnant？

您懷孕幾周了？Wouldyouhaveadoctorcertificatetofly?您有醫(yī)生開(kāi)的乘機(jī)證明嗎？四、提供溫馨的服務(wù)HerearethepillowandtwoblanketForyou.這是給您的一個(gè)枕頭和2條毛毯。LetmeHelpYouputthepillowaroundyourwaist.枕頭我來(lái)幫您墊在腰上。YoucanputOneblanketaroundyourbellly.Fastentheseatbeltaboveit.一條毛毯的您墊在腹部，安全帶扣在上面Coveryourthighswiththeotherone.另一條毯子可以蓋在腿上。

五、貼心周到的關(guān)懷

BeconsiderateAreyourfamilybewithYou?請(qǐng)問(wèn)有家人陪同嗎？

Pleasepressthecallbuttonaboveyourhead,ifanythingwecandoforyou.如需幫助，請(qǐng)按座位上方呼喚鈴。Iwillcometoyouassoonaspossible.我會(huì)第一時(shí)間過(guò)來(lái)。Icedcokeisnotgoodforanpregnantwoman，areyousure？你現(xiàn)在懷有寶寶確定要冰可樂(lè)嗎？六、Task作業(yè)任務(wù)作業(yè)：請(qǐng)同學(xué)們運(yùn)用這節(jié)課所學(xué)的術(shù)語(yǔ)和句子編寫(xiě)并模擬一段情景對(duì)話。課后練習(xí)1、單選懷孕多少周的旅客需要持有醫(yī)生出具的許可證明？A.16+gestationalweeksB.32+gestationalweeksC.23~35+gestationalweeksD.35+gestationalweeks2、單選（中譯英）請(qǐng)問(wèn)您有醫(yī)生開(kāi)具的可以乘坐飛機(jī)的證明嗎？A.Pleasepressthecallbuttonabove

yourhead,ifanythingwecandofor

you.B.Couldyoutaketheplane?C.Lavatoryisoverthere.D.Doyouhaveapermittoflybythe

doctor?3、如何確認(rèn)孕周？A.Congratulations!B.Excuseme,areyoupregnant？C.Howmanyweeksareyoupregnant？D.Wouldyouhaveadoctorcertificatetofly?實(shí)踐環(huán)節(jié)FAprovideservicetoexpectantpassengers.(1)詢問(wèn)旅客是否懷孕。Confirmwiththepassengerwhethersheispregnant.(2)確認(rèn)旅客孕周。Confirmhowmanyweeksthepassenger’sbeenpregnant.(3)詢問(wèn)其有無(wú)家人陪伴。Enquirewhetherthepassengerhasanycompanions，sayfamilymembers.(4)為其提供特別關(guān)照服務(wù)。Beconsiderateandprovidegoodservice.(5)孕周32周之內(nèi)/孕周32周以上35周以下Passengerswhoarepregnantmorethan32weeksandlessthan35weeks.(6)孕周32周以上35周以下的懷孕旅客持有/無(wú)醫(yī)院醫(yī)生開(kāi)具的允許乘機(jī)的證明.Passengerswhoarepregnantmorethan32weeksandlessthan35weekswith/withoutpermissionissuedbythedoctor.(7)為孕婦提供枕頭/毛毯/飲料等服務(wù)(注意飲料種類是否適合孕婦)Offerpillow/blanket/drinkstoexpectantpassengers.Makesuredrinksarefittoexpectantpassengers.SickPassengerService患病旅客服務(wù)010203“患病旅客服務(wù)”，英文譯為sickpassengerservice?！盎疾÷每头?wù)”是指乘務(wù)員為患病乘客提供治療，減少患病旅客的傷害。"SickPassengerservice"meansthatflightattendantsprovidemedicaltreatmenttosickpassengersandreducetheharmtosickpassengers.06Makeannouncement/informCAPT2通知CAPT2Renderfirstaid3實(shí)施急救Captainwillseekhelpfromdoctorsonground機(jī)長(zhǎng)會(huì)向地面醫(yī)生求助Landonthealternateairport在備降機(jī)場(chǎng)著陸Emergencymeasure緊急措施04暈機(jī)airsickness

心臟病heartdisease高血壓highbloodpressure暈倒fainting耳朵疼earache胃疼stomachache癲病epilepticseizure[eprleptik]Typeofdisease病癥類型05Firstaidmethod急救方法Disease病癥Symptoms癥狀Solution解決方法Airsickness暈機(jī)Dizzy頭暈Takeairsicktablets服用暈機(jī)藥Vomit嘔吐物Useairsicknessbag使用暈機(jī)袋Earache耳痛/Painsinears耳朵痛Swallowandeatsweets吞咽和吃甜食Chewinggums口香糖3.Holdbreathandswallowatthesametime

屏住呼吸，同時(shí)吞咽4.

Pinchnosewithfingersandblowyournose用手指捏鼻子和提鼻涕Heartdisease心臟病Chestpain胸痛Useportableoxygenbottle

使用便攜式氧氣瓶2.Givenitroglycerin

給予酸甘油Fainting昏暈Hardtobreath難以呼吸07oxygenbottle氧氣瓶medicineforfirst-aid急救藥箱first-aidkit急救醫(yī)療箱Unconscious

失去知覺(jué)的;無(wú)意識(shí)的Tofeelsick惡心Airsick

暈機(jī)Keywords11SituationalDialogue(F:Flightattendant;P:passenger)F:Excuseme,madam.Whathappened?Areyoualright?P:Ifeelpainsinmyearsaftertakeoff,nowitgetsworse.F:Well,youfeelearachebecauseofachangeinairpressure.I’Ilgetsomepeppermintcandiesforyou.P:I’vealreadyhadsome.ltdoesn'twork.F:Howaboutaglassofwater?Youcanholdyourbreathandswallowatthesametime.P:OK，thanks.F:Hereyouare.P:Thankyou.F:Howareyoufeelingnow?P:ltseemsabitbetter.F:That'sgood!We'llbelandingin20minutes.Youwillfeelmuchbettersoon.Youmayrepeatswallowingifyoufeeluncomfortable.P:okthankyouverymuch.F:Youarewelcome.12乘務(wù)員:打擾一下，女士。發(fā)生了什么事?你還好嗎?乘客：我起飛后覺(jué)得耳朵疼，現(xiàn)在更疼了。乘務(wù)員：嗯，你覺(jué)得耳朵疼是因?yàn)闅鈮旱淖兓?。我去給你拿些薄荷糖。乘客：有，我已經(jīng)吃過(guò)了。不管用乘務(wù)員：來(lái)杯水怎么樣?你可以屏住呼吸，同時(shí)吞咽。乘客：好的,謝謝。乘務(wù)員：給你。乘客：謝謝。乘務(wù)員：你現(xiàn)在感覺(jué)怎么樣?乘客：好一些了。乘務(wù)員：太好了!我們將在20分鐘后著陸。你很快就會(huì)好起來(lái)的。如果你覺(jué)得不舒服，你可以重復(fù)吞咽。乘客：好的，非常感謝。乘務(wù)員：不客氣。SituationalDialogue13I’Ilgetsomepeppermintcandiesforyou.我去給你拿些薄荷糖。Pleasedon‘tworry.Iwillmakeanannouncementtoseeifthereareanymedicalpersonnelonboard.別著急，我將廣播為您找大夫。Wecanmakesomearrangementifyouneedanairportambulance.Somechargewillbenecessaryfortheirservice.如果您需要，我們可以幫助您聯(lián)系機(jī)場(chǎng)救護(hù)車。他們會(huì)收取一定費(fèi)用。Thediscomfortcanberelievedbyswallowingsalivaorchewingcandy.Youwillgetbetterwhentheplanecomestothecruisinglevel.您可以通過(guò)香咽口水或吃點(diǎn)糖果減輕疼痛，等飛機(jī)平飛后您就會(huì)好一點(diǎn)。Itishelpfultopinchyournoseandblowairintoyourinnerearsortoopenyourmouthwide..如果您捏住鼻子鼓鼓氣或者張張嘴，會(huì)管用的。15作業(yè)（Assignment):請(qǐng)同學(xué)們以小組為單位，用本節(jié)課學(xué)到的術(shù)語(yǔ)，來(lái)準(zhǔn)備一段情景對(duì)話吧。Whatshouldyoudowhenapassengerhaslowbloodsugaronaplane?ComplaintsHandling

投訴處理36乘客在乘坐飛機(jī)時(shí)，總是避免不了會(huì)出現(xiàn)一些狀況。那么當(dāng)遇到投訴時(shí)，應(yīng)該如何用英語(yǔ)與乘客進(jìn)行溝通呢？Howtohandleproperlythecomplaintsfromthepassengersonboard?37投訴或抱怨產(chǎn)生的原因有很多，最根本的原因還是乘客沒(méi)有得到預(yù)期的服務(wù)，即實(shí)際情況與乘客期望值之間的差距，thegapbetweenexpectationandrealservice。具體的原因可能有：pooron-boardservice服務(wù)很差foodand/ordrinks

餐飲不滿treatedbadly/unfairly惡劣的對(duì)待/不公平的對(duì)待cabinfacilities

客艙內(nèi)的設(shè)施38ProcessofHandlingComplaintsStep1:listeningwithpatience傾聽(tīng)投訴Step2:apologiesfortheinconvenience道歉并感謝投訴Step3:gatheringinformation收集相關(guān)信息Step4:figuringoutasolution想出解決方案Step5:(ifnecessary)informingthecaptain（如有必要）告知機(jī)長(zhǎng)39視頻：道歉時(shí)常用的句子：40Words&Expressions:打翻、打擾；使...生氣upset表示“遺憾去做某事”regrettodo為某事道歉apologizeforsth不方便;麻煩;為難之處;麻煩事inconvenience意外或錯(cuò)誤mix-up疏忽,忽略oversight替換;更換;替代品replacement退款;返還款;償還金額refund政策;方針;原則policy打折、折扣discount41SituationalDialogue(H:hostess;P:passenger)H:Excuseme,sir.Isthisyourbag?I’mafraidyoucan'tputithere.P:Whynot?H:Youaresittingnexttotheemergencyexit.Yourbagmayblockthewayincaseofan

emergency.P:Well,wherecanIputit?Theoverheadcompartmentsarefull.H:I’llfindyouaplace.P:No,youcannotdothat.H:MayIhaveyourreason?P:Er,...becausethereissomethingvaluableinside.H:Ipromisewe’lltakegoodcareofyourbag.AndIdobelieveyou‘llcomplywithourpolicy.P:Don’tpushme,otherwise,I’llmakeacomplaintagainstyou.H:I’msorry,butIhopeyouobeytheruleandregulations.42乘務(wù)員：打擾一下，先生。這是您的包嗎？恐怕您不能放在這里。乘客：為什么不能呢？乘務(wù)員：您的座位在應(yīng)急出口旁邊。在緊急情況下您的行李可能會(huì)擋路。乘客：那我能放在哪里呢？行李架都放滿了。乘務(wù)員：我?guī)湍覀€(gè)地方。乘客：不行。乘務(wù)員：能告訴我為什么嘛?乘客：哦，是因?yàn)槔锩嬗匈F重的東西。乘務(wù)員：放心吧，先生。我們一定會(huì)小心看管的。再說(shuō)，我們有政策，不允許把行李放在應(yīng)急出口旁邊。乘客：你別逼我啊，不然，我要投訴你。乘務(wù)員：你可以投訴。但我還是希望您遵守機(jī)上的規(guī)定。43KeyPoints:Youaresittingnexttotheemergencyexit.Yourbagmayblockthewayincaseofanemergency.您的座位在應(yīng)急出口旁邊。在緊急情況下您的行李可能會(huì)擋路。emergencyexit

應(yīng)急出口block

阻擋；擋住incaseof

在....情況下44Ipromisewe’lltakegoodcareofyourbag.AndIdobelieveyou‘llcomplywithourpolicy.放心吧，先生。我們一定會(huì)小心看管的。再說(shuō)，我們有政策。takecareof...照看，看護(hù)。complywith......遵守，遵照。45Don’tpushme.Otherwise,I’llmakeacomplaintagainstyou.push

逼迫makeacomplaintagainstsb.

投訴某人46作業(yè)（Assignment):好，下面請(qǐng)同學(xué)們以小組為單位，用本節(jié)課學(xué)到的術(shù)語(yǔ)和句子，來(lái)模擬一次乘務(wù)員處理乘客投訴的情景對(duì)話吧。47In-flightEmergencyAnnouncement

飛行中遇緊急情況下的廣播48緊急廣播是空乘廣播的一個(gè)重要組成部分。當(dāng)飛機(jī)在飛行過(guò)程中遇到緊急情況，應(yīng)如何進(jìn)行廣播？Howtomakeinflightemergencyannouncements?4950示例：客艙中英文廣播飛行中遇到的緊急情況，大致有這樣幾種：turbulence亂流fireincabin客艙失火lookingfordoctors尋找醫(yī)生cabindepressurization客艙釋壓emergencylanding緊急降落51Featuresofemergencyannouncements緊急廣播的特點(diǎn)1.真實(shí)性。authenticity2.時(shí)效性。timeliness3.實(shí)用性。practicability52Words&Expressions:emergencyexits緊急出口seatbelt安全帶oxygenmask氧氣罩armrest座椅扶手blanket毛毯airsick暈機(jī)bumpyflight飛行顛簸altitude/height高度climbing/togainheight爬升totaxialong滑行alternate備用的53SituationalDialogue1(Turbulence)Ladiesandgentlemen,theCaptainhasturnedonthefastenseatbeltsign.Wearenowcrossingazoneofturbulence.Pleasereturntoyourseatsandkeepyourseatbeltsfastened.Thankyou.各位旅客請(qǐng)注意，機(jī)長(zhǎng)已打開(kāi)系好安全帶的標(biāo)志。我們正通過(guò)一段不穩(wěn)定的氣流，請(qǐng)您回到座位上并系好安全帶，謝謝。54KeyPoints:thecaptainhasturnedonthefastenseatbeltsign.機(jī)長(zhǎng)已打開(kāi)系好安全帶的標(biāo)志。captain機(jī)長(zhǎng)turnon打開(kāi)fastenseatbeltsign系好安全帶的標(biāo)志55Wearenowcrossingazoneofturbulence.我們正通過(guò)一段不穩(wěn)定的氣流。zone...(尤指有別于周圍的)部分;氣候帶。turbulence...(空氣和水的)渦流;亂流。56SituationalDialogue2(Lookingfordoctors)LadiesandGentlemen:MayIhaveyourattentionplease?Thereisasickpassengeronboard.Ifthereisadoctororanurseonthisflight,wouldyoupleasecontactusbypressingthecallbuttonimmediately!Thankyou!女士們、先生們：現(xiàn)在機(jī)上有一位重病人，你們當(dāng)中有哪一位是醫(yī)生或護(hù)士，請(qǐng)馬上與乘務(wù)員聯(lián)系。謝謝合作！57KeyPoints:

MayIhaveyourattentionplease?請(qǐng)大家注意。wouldyoupleasecontactusbypressingthecallbuttonimmediately!

請(qǐng)馬上按下呼叫按鈕。58作業(yè)（Assignment):今天的作業(yè)是，請(qǐng)同學(xué)們用本節(jié)課學(xué)到的內(nèi)容，進(jìn)行一段飛機(jī)遇到惡劣天氣時(shí)的廣播。59安全演習(xí)SafetyDrillsItaimstotesttheabilityofthereaction,organization,directionandcomprehensivesafeguardagainstterrorism.這項(xiàng)演習(xí)旨在體驗(yàn)處理恐怖襲擊事件的應(yīng)急反應(yīng)、組織能力、指揮能力和綜合保障能力。相關(guān)詞匯evacuationdrill疏散演習(xí)direction指令toxicfume有毒氣體crawl爬行breathesmoothly呼吸暢通firescene火災(zāi)現(xiàn)場(chǎng)escape逃生wettowel濕毛巾parachute降落傘常用句型

1.Itisourregularevacuationdrill.這是常規(guī)的疏散演習(xí)。2.Allthepassengersarerequiredtofollowourstaffs’direction.我們要求所有乘客聽(tīng)從我們的工作人員指揮。3.Nowpleaseleavefromthesafepassageorderly.現(xiàn)在請(qǐng)有序從緊急逃生通道撤離。常用句型

4.