期末乘务英语听说考核方案

1、PAGE PAGE 910级乘务英语听说训练期末考核方案为实施对空中乘务专业学生的乘务英语听说训练课程的考核工作，我们结合分院空中乘务专业学生的专业实际需要，提高学生动手操作能力而设计本考核方案。一、总体目标综合实训按照工作过程导向的教学模式，基于“以培养职业能力为核心，以工作实践为主线，以项目为主体，用项目进行驱动的理念。实训方案设计基于工作过程，从对学生的技能培养、所涉及的相关知识、职业素养要求去考虑。使学生在了解乘务工作专业知识的背景下，能够熟练为乘客提供机上服务。二、实训地点模拟机舱三、考核教师吕娜，黄华，赵燕四、实训考核详细内容实训考核内容将以学生进行角色扮演的形式进行，6-7名学生

2、为一组，角色分别为一名乘务长，4-5名处于不同号位的乘务员，每组15-20分钟，依此顺序轮流进行。学生根据所设的英文情景，完成起飞前安全检查，检查内容包括安全带，椅背，窗遮板，行李架，紧急出口座位，电子设备；起飞后服务程序，包括致意，送报纸，杂志，餐前水，餐食供应，餐中水，餐后水等餐饮供应全过程。降落前安全检查，检查内容包括安全带，椅背，窗遮板，行李架。要求整个实训环节，学生全部用英语完成。乘务长职责PS1：在整个航班中，乘务长负责全组协调需要进行机上广播（包括航线介绍，餐食服务广播等），特殊情况的处理。负责和SS5送餐。2号乘务员职责（SS2）：协助PS1工作，送报纸，和SS3负责送餐前水，

3、SS2和SS5推餐车到前舱，SS2换PS1送餐。降落前收回报纸，杂志。3号乘务员职责（SS3）：负责Y舱（经济舱）旅客服务，送杂志，和SS2送餐前水,特殊旅客服务，和SS5收餐，供应餐后水。4号乘务员职责（SS4）：负责后厨房饮料准备，负责收杯子，和SS6负责送餐中水5号乘务员职责（SS5）：负责后厨房餐食准备，负责和PS1送餐, 和SS3收餐，供应餐后水.6号乘务员职责（SS6）:协助厨房工作，负责和SS4负责餐中水服务。负责降落前收杯子。五、总结学生实训考核情况最后，当所有的学生轮流考核完成后，考评老师对每组学生的优点进行点评，指出不足之处，并给予打分。工作流程（详细）起飞前检查1）PS1

4、播航线介绍广播， 同时，SS4和SS6回后厨房准备冷饮车（餐前水），SS5在后厨房准备餐食。SS2, SS3从前往后巡视客舱至后厨房。（SS2送报纸服务，SS3送杂志服务）。2）PS1 播供餐广播， 此时，SS2和SS3送餐前水（SS2在前，SS3在后）3）餐前水供应完，等SS2和SS3回到后厨房，SS4 收杯子（从前向后）4）SS4 收完杯子后，SS3特殊旅客服务（特殊餐食）5）SS2和SS5推餐车到前舱，SS2换PS1 送餐，SS2在前客舱值班做航线广播6）送餐结束后，SS4和SS6 送餐中水(SS4在前，SS6在后)，PS1从后往前迅速返回前客舱，处理特殊意外情况。7）餐中水供应结束后，

5、SS3和SS5收餐，并供应餐后水（SS3在前，SS5在后）8）SS4和SS5负责厨房整理，同时，PS1播下降广播，SS6收杯子。SS2收报纸和杂志。流程结束。Flight Information Aircraft B737-800航班信息Hangzhou Beijing Flight number CA1501 Destination: BeijingCapitalInternationalAirportDeparture time 1030Arrival time 1240PAX number: 7 Beverages and Drinks: Cola, Sprite, Orange Jui

6、ce, Apple Juice and Mineral water (Cold Drinks)/ Tea, Coffee (Hot Drinks)Main Course: 4 Chicken Rice, 3 Roast beef riceDessert: fresh fruit salad and ice creamSituation:Group1: （谢琳组）A passenger is smoking in the cabin before take-off. How do you stop him?A passenger wants to read a copy of local new

7、spaper.One of the passengers is thirsty and asks for something to drink and you list several kinds of drinks on board for him to choose.4. A mother with infant asks CAs to prepare some milk for her baby. Group 2: （卢敏朱组）The plane is going to take off. But a passenger wants to go to the lavatory. What

8、 would you say to him?A passenger wants to read an in-flight magazine.A passenger wants a gin and tonic which is not available on Economy Class. Explain to him and offer beer to him.There is a special passenger ordered VGML in advance, please identity her then introduce and offer VGML to her.Group 3

9、:（何盛兰组）A passenger reclines his seat back as soon as he gets on board. But he does not know how to return it to the upright position before take-off. How do you help him? A passenger wants to read New York Times which isnt available on board.A man complains he hasnt been served any drinks. The fact

10、is that he was sleeping while you served. Please explain to him and offer drinks to him.An old lady wants some congee because she has no appetite today, but there is no congee on board, please explain to him and offer other thing as the alternative.Group 4:（胡碟组）1. A passenger is using his mobile pho

11、ne prior to take-off. How do you stop him? 2.A passenger wants to read a copy of China Daily.3. A passenger wants more Roast beef rice, but actually there is no more roast beef left in the galley.4. A passenger tells the CAS that she is allergic to eggs when you are serving lunch, what should CAs do

12、?Group 5:（吴梦娜组）1.A passenger with a baby doesnt know how to fasten her seat belt. What would you say to help her?2. A passenger wants to read a copy of Financial Times.3.A young lady asks dessert after main course, and you introduce dessert to her.4. A passenger wants a MOML, but he didnt order it i

13、n advance, please give him something else as the alternative.Group 6:（张露莹组）1. A passenger putsher baggage near the emergency exit before take-off. Stop her and explain to this passenger.2.A passenger wants to read Phoenix Weekly which isnt available on board.3. A lady has asked many times for a cup

14、of tea, but she hasnt got it. Explain to this irritated passenger and settle the problem.4. A passenger order a KOML, please offer it to him.Group 7：（雷献君组）1.A passenger closes the window shade before take-off.Explain to this passenger.2. A passenger looks bored, a CA offers him something to read and

15、 give a brief introduction of different newspapers and in-flight magazines you have on board.3. You are serving a couple. The wife asks for a cup of plain coffee while the husband asks for some beer which has run out. You suggest them having some tea instead.4. A passenger asks a low calorie meal be

16、cause she is losing weight, please give her something as the best alternative.Group 8；（范昕昕组）1. A passenger puts down the tray table before take-off. Stop her and explain to this passenger.2. A passenger wants to read the CAAC in-flight magazine.3. There are no hot drinks on board because the water s

17、ystem is out of order. Please explain to a passenger who asks hot tea and give her something else as alternative.4. A passenger order a HNML, please identity her then introduce and offer HNML to him. Group 9：（张灿莲组）1. A passenger forgets to fasten her seat belt before take-off. Please remind her.2. A

18、 passenger wants to read a copy of French newspaper which isnt available on board.3.A passenger seems restless, a CA wants to offer him a cup of tea, but the passenger wants a glass of apple juice instead.4. A passenger wants her fruit salad with French dressing, actually there is only Thousand Isla

19、nd dressing on board.Please explain to her and settle the problem.注：打为每个乘务组的乘务长，负责整个乘务组的协调和沟通，组织本乘务组全体成员做好团队协作各项工作。2-6号位乘务员由乘务长或者团队协商自行分配，但是尽量平均每个成员的参与度，争取大家都能得到锻炼机会。7人组一位同学担任乘客角色。各组乘客扮演者，请组与组之间自行协调，（最好是同一批考试时间内其他组成员扮演乘客）确保客舱内有7名乘客即可。扮演特殊旅客的同学要配合好，准备好特殊旅客与乘务员间的对话。按照详细工作流程，整个餐饮过程中涉及以下几个广播词，请负责播报广播词的乘

20、务长和2号乘务员熟悉广播词内容，顺利播报广播词。情境表演中可能用到的机上广播词附后：评分将以小组形式进行，在小组团队分基础上结合每人表现上下加减分（每人表现包括职业形象、现场表现、英语会话等多方面）。下一组扮演特殊旅客的同学酌情加分。英文广播词1) 起飞前提醒Reminder (before take-off)Ladies and Gentlemen:As we are about to take off, please make sure that your seat belt is securely fastened. Please stow your tray table, footre

21、st and put up the window shades. Pleasenotethat electronic equipment with transmission devices is prohibited in the aircraft. All other electronic devices such as laptop, CD player must be off during take-off. Thank you!2)航线广播（ Introduction to Flight）Ladies and gentlemen:Our plane has left Hangzhou

22、for Beijing. On this air route, we will be passing over the provinces of Zhejiang, Jiangsu, Shangdong, Hebei, the cities of Hangzhou, Shanghai, Nanjing, Tianjing and well cross the Grant Canal, Yangzi River, Yellow River and the Taishan Mountain.This plane is a Boeing 737-800. It can carry 167 passe

23、ngers. The reading light and call button are above your head. Toilets are located in the front and the rear part of the cabin. Please do not smoke in the toilets and cabin.Well be servingbeverages and lunch on this route.For flight safety, please do not smoke and do not open the luggage compartment

24、above your head during turbulence, taking off, taxiing, descending and landing.We hope you will enjoy the flight! Thank you.3) 供餐广播Meal ServiceLadies and gentlemen:We will soon be serving lunch and beverages. Please put down the table in front of you. Seat backs should be returned to the upright pos

25、ition. Those passengers, who requested special meals, please press your call button to identify yourself. You are welcome to take your choice. Thank you !4) 飞越河流和山脉 Ladies and gentlemen:We are flying over the YangziRiver. YangziRiver is the longest river in China. It has the total length of 6380km and has the total drainage area of 1 million 800