城市軌道交通客運服務英語 第3版 課件 Chapter 15 Have a Good Journey4課時

Chapter15

HaveaGoodJourneyOBJECTIVESLearnthevocabulariesandsentenceforprovidinghigh-qualityservices.Canprovidehigh-qualityservicestopassengers.Helpothers,enthusiasticallyandthoughtfully.KnowledgeAbilityMoralityMetroFacilities地鐵設備MetroCulture地鐵文化ComplementaryReadingListeningandSpeakingExerciseReadingandWritingWarm-upCommunicativeActivityCONTENTSWarm-upWithChina’sfastdevelopment,moreandmoreforeignershavecometoChinaforfurtherstudyortravel.Assubwaystaff,WangDongandLilyknowtheyshouldofferhigh_x0002_qualityservicestopassengersandmakegreateffortstobe

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Cheerful

Attentive

Responsible

EmpatheticDialogueAI’mLookingForwardtoTheseWonderfulCultureJourneysActivity1:Listenandguess.1.WhydoesLilystepforwardtohelpthepassenger?____________________________________________________2.WhatotherhelpdoesthepassengerneedfromLily?____________________________________________________Becausesheseesaforeignercarryingheavyluggage.ThepassengerwantstoknowhowtobetterunderstandChineseculture.Lily:Goodmorning,sir.Yourluggageisquiteheavy,mayIhelpyou?Passenger:Thankyou,couldyouhelpmeputitinthewaitingarea?Lily:Sure,doyouneedanyotherhelp?Passenger:IjustcametoChina,canyoutellmehowtobetterunderstandChineseculture?Lily:Noproblem,BeijingsubwayyouaretakingisajourneyofChineseculture.EverysubwaylinepresentsacharacteristicofChineseculture.Passenger:Wow,it’sgreat.DialogueAI’mLookingForwardtoTheseWonderfulCultureJourneysLily:YoucanseetheblueandwhiteporcelaindecoratedinBeituchengStationonLine8.Passenger:Really?I’mlookingforwardtothesewonderfulculturaljourneys.Thankyousomuch,goodbye.Lily:It’smypleasure.Haveanicejourney.DialogueAI’mLookingForwardtoTheseWonderfulCultureJourneysDialogueAI’mLookingForwardtoTheseWonderfulCultureJourneysActivity2:Listenagainandtrytofillintheblanks.1.Couldyouhelpmeputitinthe____________?2.It’smy_________.Haveanice_________.waitingareapleasurejourneyDialogueAI’mLookingForwardtoTheseWonderfulCultureJourneysActivity3:Workinpairs.Practicethedialoguewithyourpartner.Activity4:Roleplay.Dialoguewithgivenwords.DialogueAI’mLookingForwardtoTheseWonderfulCultureJourneysDialogueBIWanttoBecomeanExcellentSubwayStaffActivity5:Thinkandanswer.1.Whataretheydiscussing?____________________________________________________2.Whataretheircareergoals?____________________________________________________Theyarediscussingtheirfutureworkprospectsinthesubway.Theywanttobecomeexcellentsubwaystaff.WangDong:Hi,Lily,howhaveyoubeenlately?Lily:Notbad,andyou?WangDong:I’mokeytoo,timefliessofast.Lily:Yes,thisperiodoftimeistrulyunforgettable.IamexcitedwhenIthinkaboutmyfutureworkintheBeijingsubway.WangDong:Yes,metoo.Iwilldomybesttoprovidehigh-qualityservicesforpassengers.Lily:Mythoughtsarethesameasyours.Wishingyousuccess.DialogueBIWanttoBecomeanExcellentSubwayStaffWangDong:Let’sworktogether.Ithinkthereisstillalottolearnaboutpassengerservice.Lily:Yes,tobecomeanexcellentsubwaystaff,onealsoneedstolearncivilityandetiquettefromdifferentcountries.WangDong:Notonlythat,youalsoneedtoshowasmileatlast.Lily:Iwill.Thankyou.DialogueBIWanttoBecomeanExcellentSubwayStaffDialogueBIWanttoBecomeanExcellentSubwayStaffActivity6:Listenagainandtrytofillintheblanks.1.Iwilldomybesttoprovide____________________forpassengers.2.________yousuccess.high-qualityservicesWishingDialogueBIWanttoBecomeanExcellentSubwayStaffActivity7:Workinpairs.Practicethedialoguewithyourpartner.Activity8:Roleplay.DialoguewithgivenwordsDialogueBIWanttoBecomeanExcellentSubwayStaffChooseProperWordstoFillintheBlanks1.Couldyouhelpmeputit_______thewaitingarea?(in/into)2.It’sverykind_______you.(of/to)3.Canyoutellmehowto_______understandChineseculture?(good/better)4.Beijingsubwayyouaretakingisa_______ofChineseculture.(journey/journeys)5.Have_______nicejourney.(a/an)6.Howhaveyou_______lately?(be/been)7.Ithinkthereisstillalottolearn_______passengerservice.(to/about)8.Civilityandetiquetteplay_______importantroleinourwork.(an/a)9._______yousuccess.(Wishing/Wished)

ExerciseChooseProperWordstoFillintheBlanks1.Couldyouhelpmeputit_______thewaitingarea?(in/into)2.It’sverykind_______you.(of/to)3.Canyoutellmehowto_______understandChineseculture?(good/better)4.Beijingsubwayyouaretakingisa_______ofChineseculture.(journey/journeys)5.Have_______nicejourney.(a/an)6.Howhaveyou_______lately?(be/been)7.Ithinkthereisstillalottolearn_______passengerservice.(to/about)8.Civilityandetiquetteplay_______importantroleinourwork.(an/a)9._______yousuccess.(Wishing/Wished)

ExerciseTranslatetheFollowingSentencesintoEnglish1.你最近怎么樣？2.文明禮儀在我們的工作中起著十分重要的作用。3.祝您成功。4.祝您旅途愉快。5.多么令人難以忘懷！6.我真的非常期待未來的工作。7.您真是太好了。8.您可以幫我把這個放到候車區(qū)那兒嗎？9.在你提供服務時，展示你迷人的微笑。10.我們?nèi)匀恍枰訌姺占寄芎椭R的培訓。

ExerciseTranslatetheFollowingSentencesintoEnglish1.Howhaveyoubeenlately?2.Civilityandetiquetteplayanimportantroleinourwork.3.Wishingyousuccess.4.Haveanicejourney.5.Howunforgettableitis!6.I’mreallylookingforwardtothejobinthefuture.7.It’sverykindofyou.8.Couldyouhelpmeputitoverthere,thewaitingarea?9.Showyourbeautifulsmilewhenyouareofferingaservice.10.Westillneedtostrengthenourtrainingforserviceskillsandknowledge.

ExerciseSubwayCouldDoMorefortheBlind

AblindmanfellfromtheplatformattheRailwayStationofsubwayLine4andontothetrackslastmonth.Hewasrescuedbytwopassengersbeforethetrain’sarrivalbuthesufferedsevereinternalinjuriesandhadtoundergoasurgery.

Thereasonsoftheincidentareunderinvestigation.Thelackoftheprotectivemeasuresfortheblindmaybeoneofthereasons.Soallthesubwaystationsshouldpaymoreattentiontotheprotectivemeasuresandfacilitiesfortheblind.

Transferringismoredifficultfortheblind.Itisalmostimpossiblefortheblindtotransferfromonelinetoanotherinsubway.Inaddition,it’shardforthemtoknowwhathappensespeciallyunexpectedmalfunctionwithoutanysignsandannouncementsinBrailleinthesubway.SubwayCouldDoMorefortheBlindSo,thesubwaycompanycoulddomorefortheblind.SubwayCouldDoMorefortheBlindActivity9:Readandanswer.Activity9:Readandanswer.1.Whatcouldthesubwaycompanydofortheblind?____________________________________________________2.Whyshouldallthesubwaystationspaymoreattentiontotheprotectivemeasuresandfacilitiesfortheblind?____________________________________________________Thesubwaycompanycoulddotheprotectivemeasuresandfacilitiesfortheblind.Thelackoftheprotectivemeasuresfortheblindmaybeoneofthereasons.SubwayCouldDoMorefortheBlind

Thesubwayhasstarted_______forCustomerRelationAssistantsinsignlanguagefordeafanddumbpeopletoensurethatsuch_______,whiletravelinginthesubwayarelookedafter,guidedand_______acomfortableride.

Thistraining_______willhelpthestaffinunderstandingsignlanguageofdisabledpeoplewhotravelinthesubway.Thesepersonscan_______assistance(幫助)fromthestationstaffbyinforminginadvancesothattheycanbeprovidednecessaryassistanceintime._______,thesubwaystaffarealsogivenspecialtraininginFirstAid,CustomerCare,SpokenEnglishandCommunication_______atthesubwaytraininginstitutebyspecialized(專門的)agencies.Thesubwaystaffalsohavethe_______programsinordertoofferhigh-quality_______forevery_______.SubwayTrainsitsStaffinSignLanguageforDeafandDumbActivity10:Readandwrite(Readthefollowingparagraphsandfillintheblankswithproperwords).trainingpassengerprovidedprogramseekPresentlyskillsspecialservicescommutersDiscussthefollowingtopicsingroupsoffive.Topic1:XiaoLijustarrivedinBeijingyesterdayandisnotfamiliarwiththesubwaysystem.Pleaseprovidehimwithassistance.Topic2:Claireisaninternationalstudentwhowantstobecomeavolunteerforsubwayservices.Whatadvicecanyougiveher?CommunicativeActivity

Beinganoutstandingemployeeisessentialwhenworkinginthesubwaysystem.Itrequiresastrongworkethic,excellentcommunicationskills,andacommitmenttoprovidingexceptionalservicestopassengers.Herearesometipsonhowtobecomeanexcellentsubwayemployee:(1)KnowledgeandSkills:Agoodsubwayemployeeshouldhaveathoroughunderstandingofthesubwaynetwork,includingdifferentlines,stations,andfaresystems.Theyshouldalsobeknowledgeableaboutsafetyproceduresandemergencyprotocols.Continuouslearningandupdateonnewdevelopmentsinthesubwaysystemarecrucialtoprovideaccurateinformationandassistpassengerseffectively.(2)CustomerService:Providingexceptionalcustomerserviceisparamount.Afriendlyandapproachabledemeanorwhendealingwithpassengersisessential.Beproactiveinhelpingpassengers,answeringtheirqueries,andassistingwithdirections.Patienceandempathyarekeyqualitiesthatcanmakeasignificantdifferenceincreatingapositiveexperienceforpassengers.HowtoBecomeanExcellentSubwayEmployee

(3)Communication:Effectivecommunicationskillsarecrucialforsubwayemployees.Theyshouldhaveclearandconciseverbalcommunicationtoaddresspassengerneedsandannounceupcomingstopsorstationinformation.Additionally,writtencommunicationskillsareessentialforcreatingsignageandinformativematerialsforpassengers.(4)Problem-solving:Quickthinkingandproblem-solvingabilitiesarevitalinhandlingunexpectedsituations.Beingabletothinkonyourfeetandfindsolutionstochallengeswillensurethesmoothoperationofthesubwaysystem.Remaincalmandcomposedduringemergencies,helpcoordinatewithrelevantauthorities,andtakeappropriateactionstoensurepassengerssafety.HowtoBecomeanExcellentSubwayEmployee

(5)Teamwork:Collaborationandteamworkarefundamentalinafast-pacedenvironmentlikethesubwaysystem.Coo