《民航空乘英語》課件2

民航空乘英語歡迎參加民航空乘英語課程。本課程旨在提升空乘人員的英語溝通能力，確保為乘客提供優(yōu)質(zhì)服務(wù)。課程目標(biāo)及學(xué)習(xí)內(nèi)容概覽提升英語溝通能力掌握航空業(yè)特定詞匯和表達(dá)方式，增強(qiáng)與國際旅客的交流能力。熟悉航空服務(wù)流程學(xué)習(xí)從登機(jī)到下機(jī)全過程中的英語應(yīng)用，提高工作效率。應(yīng)對緊急情況培養(yǎng)在特殊情況下的英語應(yīng)變能力，確保乘客安全。提升服務(wù)質(zhì)量通過優(yōu)質(zhì)的英語服務(wù)，提高乘客滿意度和航空公司聲譽。航空公司服務(wù)標(biāo)準(zhǔn)及員工行為準(zhǔn)則服務(wù)標(biāo)準(zhǔn)遵循"安全第一，服務(wù)至上"的原則。保持微笑，態(tài)度友善，語言得體。行為準(zhǔn)則著裝整潔，儀態(tài)端莊。尊重乘客隱私，保持專業(yè)形象。遵守公司規(guī)章制度。航空英語口語技巧清晰發(fā)音注重單詞的準(zhǔn)確發(fā)音，特別是航空專業(yè)詞匯。適當(dāng)語速保持適中的語速，確保乘客能夠理解。語氣友善保持愉悅的語氣，傳達(dá)熱情和專業(yè)。登機(jī)過程中的英語表達(dá)1歡迎登機(jī)"Welcomeaboard.MayIseeyourboardingpass,please?"2引導(dǎo)座位"Yourseatis15A,ontheleftsideoftheaisle."3行李安置"Letmehelpyoustoreyourluggageintheoverheadcompartment."客艙內(nèi)服務(wù)英語餐飲服務(wù)"Wouldyoulikechickenorfishforyourmaincourse?"娛樂系統(tǒng)"Here'showtousethein-flightentertainmentsystem."舒適詢問"Isthetemperaturecomfortableforyou?"應(yīng)急情況下的英語應(yīng)對保持冷靜"Pleaseremaincalmandlistentothefollowinginstructions."氧氣面罩使用"Pullthemasktowardsyouandplaceitoveryournoseandmouth."安全帶指示"Fastenyourseatbelttightlyandstayinyourseat."疏散指令"Exittheaircraftusingthenearestemergencyexit."投訴處理英語1傾聽"Iunderstandyourconcern.Couldyoupleaseexplainthesituation?"2道歉"Isincerelyapologizefortheinconveniencecaused."3解決"LetmeseewhatIcandotoresolvethisissueforyou."4跟進(jìn)"I'llfollowupwithyoupersonallytoensureeverythingissatisfactory."機(jī)場工作人員英語交流行李處理"Couldyoupleasecheckifthisluggagehasarrived?"登機(jī)口變更"TheboardinggateforflightCA123hasbeenchangedtoG20."安檢溝通"Pleaseinformpassengerstoremovelaptopsfromtheirbags."航班延誤及取消情況下的英語溝通延誤通知"WeregrettoinformyouthatflightMU789hasbeendelayedduetoweatherconditions."取消安排"Yourflighthasbeencancelled.Wecanrebookyouonthenextavailableflight."行李交接英語1行李標(biāo)簽"Pleasemakesureyourluggagetagisclearlyvisible."2重量限制"Theweightlimitforcheckedbaggageis23kgperpiece."3特殊物品"Doyouhaveanyfragileorvaluableitemsinyourluggage?"4行李追蹤"Youcantrackyourluggagestatususingthisbaggageclaimnumber."安全檢查英語物品檢查"Pleaseremoveallelectronicdevicesandliquidsfromyourbag."安檢門"Stepthroughthemetaldetectorwhenthelightturnsgreen."隨身物品"PlaceyourbelongingsinthetrayforX-rayscreening."自我介紹及問候語初次見面"Hello,I'mLisa.I'llbeyourflightattendanttoday."日常問候"Goodmorning!Welcomeaboard.Howareyoutoday?"告別語"Thankyouforflyingwithus.Haveagreatday!"航班信息英語1航班號"ThisisChinaSouthernAirlinesflightCZ3103toBeijing."2飛行時間"Ourestimatedflighttimeis2hoursand30minutes."3天氣情況"Theweatheratourdestinationissunnywithatemperatureof25°C."4到達(dá)信息"We'reexpectedtoarriveatTerminal3ofBeijingCapitalInternationalAirport."指示牌和標(biāo)識英語機(jī)型介紹英語波音787"ThisBoeing787Dreamlinerfeatureslargerwindowsandimprovedcabinpressureforyourcomfort."空客A350"TheAirbusA350offersaquietercabinandadvancedairfiltrationsystem."航班起降英語起飛準(zhǔn)備"We'repreparingfortakeoff.Pleasefastenyourseatbelt."爬升階段"We'vereachedourcruisingaltitudeof10,000meters."下降階段"We'vebegunourdescent.Pleasereturntoyourseat."著陸"We'velanded.WelcometoShanghaiPudongInternationalAirport."餐飲服務(wù)英語菜單介紹"Today'smenuincludeschicken,fish,orvegetarianoptions."飲料服務(wù)"Wouldyoulikesometea,coffee,orjuice?"過敏詢問"Doyouhaveanyfoodallergiesweshouldbeawareof?"娛樂設(shè)備使用英語屏幕操作"Tooperatethetouchscreen,simplytaptheiconyouwanttoselect."耳機(jī)使用"Youcanfindtheheadphonejackonthearmrestofyourseat."節(jié)目選擇"Ourentertainmentsystemoffersmovies,TVshows,music,andgames."特殊服務(wù)需求英語1輪椅服務(wù)"We'vearrangedwheelchairassistanceforyouatthearrivalgate."2特殊餐食"Yourspecialmealrequestforagluten-freediethasbeennoted."3嬰兒搖籃"Wecanprovideabassinetforyourinfantduringtheflight."4醫(yī)療協(xié)助"Ifyouneedanymedicalassistance,pleasedon'thesitatetoask."旅客健康問題英語急救"Isthereadoctoronboard?Wehaveamedicalemergency."暈機(jī)"Ifyou'refeelingairsick,wehavemotionsicknessbagsavailable."氧氣需求"Doyouneedsupplementaloxygen?Wecanprovideanoxygenmask."行李重量及收費標(biāo)準(zhǔn)英語23kg經(jīng)濟(jì)艙限重Economyclasspassengersareallowedonepieceofcheckedluggageupto23kg.32kg商務(wù)艙限重Businessclasspassengerscancheckintwopieces,eachupto32kg.$50超重費用Excessbaggagefeeis$50perkilogramovertheweightlimit.艙內(nèi)廣播英語起飛前"We'reabouttotakeoff.Pleasefastenyourseatbeltandturnoffallelectronicdevices."巡航中"We'vereachedourcruisingaltitude.Youmaynowuseapprovedelectronicdevices."準(zhǔn)備降落"We'rebeginningourdescent.Pleasereturnyourseattotheuprightposition."到達(dá)后"WelcometoBeijing.Localtimeis2:30PM.Thankyouforflyingwithus."宗教及文化差異英語飲食禁忌"Weofferhalalandkoshermealoptions.Pleaseletusknowyourpreference."禮儀差異"Insomecultures,it'spolitetobowinsteadofshakinghands."語言障礙"Wehavetranslationservicesavailableifyouneedassistancecommunicating."航空英語語音練習(xí)1發(fā)音清晰Practice:"ThisisthefinalboardingcallforflightCZ3890toLosAngeles."2重音強(qiáng)調(diào)Emphasize:"ForyourSAFETY,pleasekeepyourseatbeltfastenedwhileseated."3語調(diào)變化Intonation:"Wouldyoulikechicken,beef,orvegetarianforyourmeal?"常見問題FAQ解答行李丟失"Ifyourluggageismissing,pleasereporttothelostandfoundcounter."轉(zhuǎn)機(jī)流程"Forconnectingflights,followthe'Transfer'signstoyournextgate."退票政策"Ourrefundpolicyallowscancellationsupto24hoursbeforedeparture."現(xiàn)場互動練習(xí)1角色扮演模擬登機(jī)、餐飲服務(wù)、應(yīng)急處理等真實場景。2情景對話練習(xí)處理投訴、解答疑問等常見情況。3發(fā)音糾正針對常見發(fā)音問題進(jìn)行一對一指導(dǎo)?？偨Y(jié)與反