《轨道交通服务英语（视听说智媒体版）》 课件 Unit 9 Emergency service、Unit 10 Customer Service

轨道交通服务英语（视听说智媒体版）Unit9EmergencyserviceUnit9Emergencyservice

UnitObjectives:Inthisunit,youwilllearnto:1.Mastertheusefulwordsandexpressionsaboutemergencyservicesatwaitinghall,platformorcarriages;

2.Dealwithemergencysituationsproperly;3.Providepassengerswithfirstaids.CareerSkillDescriptionUnit9EmergencyservicePartI

WarmingupTask1MatchthewordswiththepicturesA.

Firstaid

B.Tablet

C.SafetyhammerD.Firealarm

E.Emergencybrake

F.Fireextinguisher

(1)___C___(2)___D___(3)___A___

(4)___F___(5)___B___(6)___E___Unit9EmergencyserviceTask2PairworkPartI

WarmingupHaveyougottenfirstaidtraining?Doyouknowhowtotakecareofsickpeople?Unit9EmergencyservicePartII

ReadingMaterialscarriage['kæridʒ]n.客车厢；运费attendant[ə'tendənt]n.服务员，侍者；随员，陪从available

[ə'veiləb(ə)l]adj.可获得的，有空的infirm

[ɪnˈfɜːm]adj.衰弱的；意志薄弱的；不坚固的prior['praiə]adj.优先的；在先的，在前的NewWordsandPhrasespregnant['preɡnənt]adj.怀孕的；富有意义的barrier-free无障碍treatment['triːtmənt]n.治疗，疗法；处理；对待foldable[ˈfəuldəbəl]adj.可折叠的；可合拢的diaper[ˈdaiəpə]n.尿布designated

['deziɡneitid]adj.特指的；指定的liquidcrystaldisplay液晶显示屏Unit9EmergencyservicePartII

ReadingMaterials1.Healthservice

Allpassengersontrainhavefirst-aidkitsandconductorswithbasicfirstaidtrainingtohelpthesickinChina,butanurseoradoctorislesscommonlyavailableinthecrew.Medicalserviceonboardisfreebutlimited.Whenapassengerisseriouslyhurtorill,thechiefconductorwillgetintouchwiththenextrailwaystation,whileseekinghelpfromtheotherpassengerstroughthebroadcastontrain.Itisprobablethatadoctororanursepassengerwillofferhelp.Butpassengersshouldbeawareoftheirownhealthandsafetyonjourney.TextA:EmergencyServiceonChinaHighSpeedTrains.Unit9EmergencyservicePartII

ReadingMaterialsTextA2.Serviceforspecialpassengers

Thereisfreespecialcarefortheelderly,infirmsick,disabledandpregnantonHighSpeedTrains.Buttheserviceisrequiredtobeorderedinadvance(24hourspriortodeparture).Thebarrier-freewashroomsandsomewashroomswithwesternstyletoiletareequippedwithaSOSbutton.Onceyouareinemergency,youcanpressitandgetthehelpfromtheattendants.Afoldablediaperchangingtableisavailableinthetoilet.Trainattendantscanguidemotherstodesignatedbreast-feedingareas.

Unit9EmergencyservicePartII

ReadingMaterialsTextA

3.

Safetyfacilities

Duringatrip,allthecarriagesareclosedandequippedwithsmokealarms,sosmokingisbanned,notevenintheconnectionsofcarsortoilets.Eachcarriagealsohasanemergencyhammerandfireextinguishers.Inaddition,therearetworedbuttonsundertheliquidcrystaldisplayineverycarriage:theleftoneisusedforfirealarmingandtherightoneisforemergencybraking.Unit9EmergencyservicePartII

ReadingMaterialsTextA

4.Emergencyescape

Incaseofemergencieslikefire,passengerscouldpressthealarmbuttonorpulltheemergencybrakinglevertotriggerthebuzzerandsendthealarmtothedriver'scabandtheattendants’cabin,sothatthetrainstaffcanrespondtimely.Inaddition,thereareescapewindowslocatedatthefourcornersofthecarriageandahammercanbefoundonthewallorundertheluggagerackbesideeachwindow.Passengerscanusethehammertobreaktheemergencyescapewindowtoescapefromthecarinanemergency,whenthetrainhascometoUnit9EmergencyservicePartII

ReadingMaterialsTextA

afullstop.Butpleaseremember,emergencyescapewindowsandhammersareonlyavailableforemergencyescape.

Duringthejourney,thecrewmembersarealwaysreadytoservethepassengers,andwhat’smore,theywilltakeeffectivemeasurestoprovidehigh-qualityservicesinacourteous,warmandculturedmanner.Unit9EmergencyservicePartII

ReadingMaterialsgut

[ɡʌt]n.勇气；直觉；胆量victim['vɪktɪm]n.受害人；牺牲品；牺牲者alert

[əˈlɜːt]adj.警惕的，警觉的；留心的possession[pə'zeʃən]n.拥有；财产；领地；wary['weəri]adj.谨慎的；机警的；violence

['vaɪələns]n.暴力；侵犯precipitated

[pri'sipiteitid]adj.沉淀的NewWordsandPhrasesprone

[prəʊn]adj.有…倾向的，易于…的spill[spɪl]vi.溢出，流出random['rændəm]adj.[数]随机的；任意的generic[dʒɪ'nerɪk]adj.类的；一般的wit[wit]n.智慧；才智；智力suspicious[sə'spɪʃəs]adj.可疑的；怀疑的；多疑的yell[jel]vi.大叫，叫喊Unit9EmergencyservicePartII

ReadingMaterialsassailant

[əˈseilənt]n.攻击者victimize['vɪktɪmaɪz]vt.使受害；使牺牲transit['trænsɪt]n.运输；经过oblivious

[ə'bliviəs]adj.健忘的；不注意的snatch[snætʃ]vi.抢走；vt.夺得NewWordsandPhrasescommuter

[kə'mjuːtə]n.通勤者，经常乘公共车辆往返者sacrificial[sækrɪ'fɪʃəl]adj.牺牲的；献祭的commotion[kə'məʊʃən]n.骚动；暴乱distraction[dɪ'strækʃən]n.注意力分散；消遣；心烦意乱Unit9EmergencyservicePartII

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TextB:SubwayStationSafetyTips

ListedbelowaresomegeneralsafetytipsfortheNewYorkSubwaythatwillprotectpassengers.Somebasicsafetytipsthatapplytoallsituationsare:Unit9EmergencyservicePartII

ReadingMaterialsTextB

1.Trustyourgut.2.Don’tlooklikeavictim.3.Stayalertandawareofyoursurroundings.4.Donotactdrunk.5.Donotflashpossessions,jewelryormobilephones.6.Donotflashcash.7.Maintainasafespacefromothers.8.Bewaryofpeopleactingstrangely.Unit9EmergencyservicePartII

ReadingMaterialsTextB

SubwayStationViolence:

CrimedatasuggeststhatpassengersaremorelikelytomeetwithviolenceataNYCSubwaystationiftheyaretherelateatnightorintheearlyhoursofthemorning,asviolenceisoftenprecipitatedbyalcohol.CertainneighborhoodsinNYCarealsomorepronetoviolentattacksandthatviolencecanoftenspillintotheSubwaystation.Havingsaidthat,someoftheworstrandomviolentattacksontheSubwayhaveactuallyhappenedduringrushhouratbusystations,sothesekindsofrandomviolentattacksmaybehardtoavoidbyusingsomegenericsafetytips,butpassengersstillneedtokeeptheirwitsaboutthematalltimeswhenontheNewYorkSubwaySystem.Unit9EmergencyservicePartII

ReadingMaterialsTextB

1.Donotgetinvolvedinanargument,walkawayfromtrouble.2.Keepyourdistancefromsuspiciousindividuals.3.Avoideyecontactonthetrain,whichcanleadtotroubleinthestation.4.Startyellingforhelpifattacked.5.Donotstandnear,orontheedgeofthetrack–crazypeopleliketopushpassengersontothetraintracks.6.RecordassailantswithyourmobilephoneifpossibleandreportanyincidentstothePolice.Helpstopothersbeingvictimized.Unit9EmergencyservicePartII

ReadingMaterialsTextB

SubwayStationRobberyandTheft:

TheNewYorkCitySubwaystationbeingthelargestrapidtransitintheworldmayalsobeoneofthemost“dangerous”intermsoftheftandrobbery.NYCSubwaystationsareoftenfilledwithobliviouspassengerswhoareloadedwithvaluablesintheirbagsandwalletsaremorelikelytobetargeted.

Pickpocketing,pursesnatchingandviolentrobberiesareverycommonespeciallywherethousandsoflocalcommutersandunsuspectingtouristsfromallovertheworld

gather,stickingoutlikeATMmachines.

Unit9EmergencyservicePartII

ReadingMaterialsTextB

Pickpocketingmostlyhappensonbusierstationswherethereisacrowd,whilerobberiesaremorecommonlateatnightwheretherearelesspassengersaround.BepreparedbeforeyougototheSubwaystationinordertominimizethechancesofyourpersonalbelongingsbeingstolen.Ifyouarenotconstantlyawareofyoursurroundings,youmaybecomearobberyvictim.Unit9EmergencyservicePartII

ReadingMaterialsTextB

1.Donotdisplayyourpossessions2.Keepexposedpocketsemptyandbagssecureatalltimes3.Alwaysavoidwalkingalone,especiallylateatnight4.ConsidercarryingasparesacrificialwalletwithacoupleofDollarsinsideit5.Stayalerttoyoursurroundingsespeciallyinacrowd6.AvoidcommotionsbecausethievesoftenusesthisdistractionstrategyinordertostealyouritemsUnit9EmergencyservicePartIII

SituationalDialoguesdizzy['dɪzi]adj.晕眩的；使人头晕的blanket

[ˈblæŋkɪt]n.毛毯，毯子temporary['tempərəri]adj.暂时的，临时的身份证delay[dɪ'leɪ]vi.延期；耽搁crew

[kruː]n.队，组；全体人员NewWordsandPhrasescooperation[kəʊ‚ɒpə'reɪʃən]n.合作，协作consideration[kən‚sɪdə'reɪʃən]n.考虑；原因bound

[baʊnd]adj.必定的；受约束的genuine['dʒenjuɪn]adj.真实的，真正的buckle[ˈbʌkəl]n.皮带扣，带扣passport['pɑːspɔːt]n.护照，通行证Unit9EmergencyserviceA=StaffB=PassengerA:Excuseme.Isthereanythingwrongwithyou?B:IfeelsickandIkeepfeelingdizzy.A:Areyoucold?B:Yes,Ihaveaheadacheandcoughedalot.A:Howlonghaveyoubeenfeelinglikethis?B:Aboutoneday.Wouldyoupleasecalladoctorforme?A:I’mverysorry.Thereisnodoctoronthetrain.Wejusthavesomemedicine.B:Itdoesn’tmatter.IthinkIhavecaughtabadcold.PartIII

SituationalDialogues:Dialogue1FirstaidUnit9EmergencyserviceA:Wehavemedicineforcold.B:Thankyou.A:AndIwilltakeyouablanketandsomehotwater.Takethemedicineandhaveagoodrest.B:Thankyousomuch.A:Youarewelcome.Thereisahospitalatthenextstation.Ifyoudon’tfeelbetteraftertakingmedicine,you’dbettergetoffthetraintoseeadoctor.B:Iwill.PartIII

SituationalDialogues:Dialogue1Firstaid

Unit9EmergencyserviceA=PassengerB=StaffA:Excuseme.Isthereanyemergency?B:It’satemporarystop.I’msorryfortheinconvenience.A:Why?Isthereanythingwrongwiththetrain?Iamalittlebitnervous.B:No.ThoughIdon’tknowtheexactreason,thereisnoneedtoworry.We’llinformyouassoonaswegetthenews.A:Hopeeverythingisok.B:Dearpassengers,thetrainisdelayedbecauseofthesignalsystemproblem.Wemakeanapologytoyouallsincerelyandthanksforyourcooperation.PartIII

SituationalDialogues:Dialogue2TemporarystopUnit9EmergencyserviceA:Youmeanwearewaitingforthegreenlight?B:Notquitebutalmost.A:Whatshouldwedo?B:Pleasecalmdown,followthedirectionsofourcrewmembersandmaintaingoodorder.Ibelievethattheproblemwillbesolvedsoon.A:oh,Ihopeso!B:Thanksforyourconsideration.A:Isthattheemergencyhammer?B:Yes,butwedon’tneedone.Takeitdown.A:Allright.PartIII

SituationalDialogues:Dialogue2TemporarystopUnit9EmergencyserviceA=PassengerB=StaffA:Excuseme.ItseemsthatIhaveleftmyhandbagonthetrain.B:Don’tworry.Wouldyoupleasetellmethetimeanddirectionofthetrain?A:Yes.Thetrainjustpulledoutofthestationaminuteagowhichisboundforairport.B:Okay.Whendidyouseeyourhandbagforthelasttime?A:UM…maybeontheseat.Iamnotsure.B:I’msorrytohearthat.Whatdoesitlooklike?A:Itisarectangularbagmadeofblackgenuineleatherwithagoldenbuckleinthefront.B:MayIknowwhatinsideyourbagis?PartIII

SituationalDialogues:Dialogue3EmergencyserviceUnit9EmergencyserviceA:Mypassport,awallet,alipstickandabook.A:Thankyouverymuch.B:Isee.Wouldyoupleasetellmeyournameandphonenumber?A:MynameisJuliaChristian,andmyphonenumberis1360227588.B:Gotit.Takeiteasy,madam.We’lltryourbesttofindyourbag.A:Thanks,andpleaseletmeknowassoonasyoufindit.B:Forsure.A:Thankyouverymuch.PartIII

SituationalDialogues:Dialogue3EmergencyserviceUnit9EmergencyservicePartIII

SituationalDialogues:UsefulExpressions1.IfeelsickandIkeepfeelingdizzy.我觉得不舒服，头晕。2.Howlonghaveyoubeenfeelinglikethis?您有这种感觉多长时间了？3.Wouldyoupleasecalladoctorforme?您可以帮我叫个医生吗？4.Ifyoudon’tfeelbetteraftertakingmedicine,you’dbettergetoffthetraintoseeadoctor.如果您吃了药后觉得没有缓解，最好下车去看医生。Unit9EmergencyservicePartIII

SituationalDialogues:UsefulExpressions5.It’satemporarystop.I’msorryfortheinconvenience.现在是临时停车。非常抱歉给您带来了不便。6.ThoughIdon’tknowtheexactreason,thereisnoneedtoworry.We’llinformyouassoonaswegetthenews.虽然我还不知道具体原因，但您没必要担心。一旦得到具体消息我们会马上通知大家。7.Dearpassengers,thetrainisdelayedbecauseofthesignalsystemproblem.Wemakeanapologytoyouallsincerelyandthanksforyourcooperation.亲爱的乘客们，由于信号系统问题列车被延误。我们向您表示诚挚的歉意，谢谢您的配合。Unit9EmergencyservicePartIII

SituationalDialogues:UsefulExpressions8.Notquitebutalmost.您可以这么说。9.Pleasecalmdown,followthedirectionsofourcrewmembersandmaintaingoodorder.Ibelievethattheproblemwillbesolvedsoon.请冷静，听从工作人员的指引，保持良好的秩序，我相信问题很快会被解决的。10.Thetrainjustpulledoutofthestationaminuteagowhichisboundforairport.就是一分钟前刚刚出站的那列开往机场的列车。11.Itisarectangularbagmadeofblackgenuineleatherwithagoldenbuckleinthefront.是一个黑手的长方形真皮手袋，前面有一个金色的搭扣。Unit9EmergencyservicePartIV:ExercisesTask1Fillintheblankswiththewordsgiveninthebox.Changetheformifnecessary.1.The________istoonarrowforthewheelchairtopassthrough.2.Stoppingthetrainbetween________willonlymakeitharderforhelptoarrive.3.PressSOSbuttonsfor________incaseofemergenciesinrestrooms.4.Donotleanagainstthedoortoprevent________.5.Thisistherailwaypolicemanonthetrain.Wewillcarryout________check.6.Toiletforthedisabledisequippedwith________callbutton.assistancesecurityticketgateemergencystationsinjuryticketgatestationsassistanceinjurysecurtiyemergencyUnit9EmergencyservicePartIV:ExercisesTask2Role-playSituation1:Supposeyouareanattendantonthetrain.Aforeignerissickandyouneedtohelphimorher.Trytoaskforsymptomsandfindadoctorforhimorher.Situation2:Afirehasbrokenoutinthetunnel.Thetrainoperatorhastostopthetrain.Youareacrewmemberandisgivingevacuationinstructionstopassengers.

Unit9EmergencyservicePartIV:ExercisesTask3TranslatethefollowingsentencesintoEnglish1.你的血压有点高，我马上通知车站医生。2.在车厢发生火灾、犯罪事件或者乘客突发疾病等情况下是不应该拉紧急制动拉手的。3.我已经打了120，救护车马上就到。Yourbloodpressureisalittlehigh,Iwillinformourresidentdoctorfightaway.Thebrakeshouldbeavoidedincaseoffire,crimeorasickpassenger.I’vecalled120,andtheambulancewillbehereinamoment.

Unit9EmergencyservicePartIV:ExercisesTask3TranslatethefollowingsentencesintoEnglish4.按绿色按钮把门打开，然后进去后按红色按钮把门锁上。5.如车上有医生，请告知列车工作人员。6.请按照车站工作人员的指示，离开车站。Pressthegreenbuttontoopenthedoor,andthenpresstheredbuttontolockitaftergettingin.Ifthereisadoctoronhoard,pleasemakeyourselfknowntotrainstaff.Pleasefollowtheinstructionofstationstaffsandleavethestationinorder.轨道交通服务英语（视听说智媒体版）Unit10CustomerServiceUnit10CustomerService

UnitObjectives:Inthisunit,youwilllearnto:1.Mastertheusefulwordsandexpressionsaboutcomplaints;

2.Mastertheusefulwordsandexpressionsaboutlostandfound;3.Masterthescheduleofdealingwithcomplaints,lostandfound.

CareerSkillDescriptionUnit10CustomerServicePartI

WarmingupTask1Matchthewordswith

thecorrecttranslations

(1)___b___(2)___d___(3)___e___

(4)___c___(5)___f___(6)___a___ColumnA

1.bedsidelamp2.closedcircuitTVsystem3.air-conditioning4.briefcase5.passenger’scomments6.escalatorColumnBa.电梯b.床头灯c．公文包d．闭路电视e．空调f．旅客意见簿Unit10CustomerServiceTask2PairworkPartI

Warmingup1.Discusswithyourpartneraboutyourownexperienceoflookingforyourlostbelongingsinthetrainorsubway.2.Doyouknowhowtomakeyourcomplaintifyouarenotsatisfiedwiththeserviceinthetrainorsubway?Unit10CustomerServicePartII

ReadingMaterialsconflictn.冲突；战斗；矛盾；斗争solutionn.解决；答案complainvi.埋怨；投诉definiteadj.明确的；一定的proceduren.程序，手续；步骤compensationn.补偿；报酬；赔偿sincerelyadv.真诚地；诚恳地NewWordsandPhrasessympathyn.同情；同情心；同感apologyn.道歉inconveniencen.不便；麻烦dealwith处理CustomerServiceDepartment客服部payattentionto关注，重视Unit10CustomerServicePartII

ReadingMaterials

TextA:DealingwithComplaints

CustomerServiceDepartmentisaveryimportantdepartmentinbothMetroCompanyandRailwayAdministration.ThedailydutiesofCustomerServiceDepartmentincludedealingwithcomplaints,LostandFound,apology,suggestionandsoon,amongwhichdealingwithcomplaintsmaybethemostdifficultone.Unit10CustomerServicePartII

ReadingMaterialsTextA

SomepassengersmayconflictwithMetroortrainclerkswhentheyarenotsatisfiedwiththeservice.Inthatcase,clerkshouldkeepacoolheadandfindthesolutiontotheproblem.IfyouareaCustomerServiceemployee,firstlyyou’dbettermakeclearaboutwhatthecustomerwantstogetbycomplainingwhenyoudealwithcomplaints.Generallyspeaking,thecustomershopetogetthefollowingsolutionsthroughcomplaining.

1.

Theyhopeclerkscanpayattentiontotheirproblems;

2.Theirproblemscanbesolvedassoonaspossible;

3.Theycangetclearanddefiniteproceduresofhowtodealwiththeproblems;Unit10CustomerServicePartII

ReadingMaterialsTextA

4.Theycangetcompensation;

5.Noextratrouble.

Ifyouaretheemployee,thefollowingarethetipsfordealingwiththecomplaints.

1.

Listeningtotheirproblemssincerely;

2.

Showingyoursympathyfortheirproblems;

3.

Askingthecustomerwhatkindofcompensationhewants;

4.

Offeringthesolutionassoonaspossible;

5.

Makinganapologyfortheinconvenienceyoucause.Unit10CustomerServicePartII

ReadingMaterialsbelongingn.[常用复数]所有物；行李clerkn.

职员；办事员responsibleadj.尽责的;

负有责任的carriagen.（旧时载客的）四轮马车;〈英〉火车客车车厢realizevt.

实现；了解；意识到officialadj.

正式的；官方的；公务上的NewWordsandPhrasescolumnn.纵队，列；专栏clickvt.点击homepage主页subwaystation地铁站LostandFoundOffice失物招领处indetail详细地Unit10CustomerServicePartII

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TextB:Losingitemsonthetrainorsubway

Manypeoplehavetheexperiencesoflosingitemsonthetrainorsubway.Ifyouloseyourbelongingsatthesubwaystationoronthesubway,youjustneedtogototheCustomerServiceOfficewhichcanbefoundineverysubwaystation,andoffertheinformationofyourlostitemindetailtotheclerkthere.Ifyoulosesomethingatthetrainstation,theprocedureoflookingforitisthesameastheabove.JustrememberthatitisLostandFoundOfficethatisresponsibleforfindingcustomers’lostitems.However,ifyoulosesomethingduringthejourneyintherailwaycarriage,itwillbenotsoUnit10CustomerServicePartII

ReadingMaterialsTextB

easytofindit.Whenpassengersrealizethattheyhavelostsomething,thetrainmayhavebeenawayforalongtime.Atthistime,thepassengercanlookforthelostitemthroughthefollowingways:1.YoucangotoLostandFoundOfficeintheTrainStation;2.Youcancall12306whichistheofficialtelephonenumberofRailwayCustomerServiceCenterofChinatoasktheclerkforhelp;

3.YoucanlogontotheofficialwebsiteofRailwayCustomerServiceCenterofChina(www.Unit10CustomerServicePartII

ReadingMaterialsTextB

12306.cn).ThereisacolumncalledLostItemsonthehomepage.Clickitandfillintheinformationofyourlostitemandyourself.

You’dbetterrememberyourTrainNumber,anddescribeyourlostitemasdetailedaspossible,whichishelpfulforfindingit.Unit10CustomerServicePartIII

SituationalDialoguesattendant

n.乘务员air-conditioningn.空调briefcase

n.公文包direction

n.方向；指导；用法说明checked

adj.（衣服，织物）方格子图案的oval

adj.椭圆形的buckle

n.搭扣NewWordsandPhrasesleather

n.皮革nuisancen.讨厌的人（东西或情况）complaintn.投诉，牢骚conductorn.列车员ServiceCenter服务中心pullout出发，驶离pullinto驶入，到站bedsheet床单Unit10CustomerServiceApassengerisreportingalostbriefcasetoaServiceCenterclerk.P=PassengerM=MetroemployeeM:Hello.MayIhelpyou?P:Ileftmylaptop.M:I’msorrytohearthat.Doyourememberwhereyoulostit?P:IthinkIleftitonthetrain.M:Okay.Doyouknowthetimeanddirectionofthetrain?P:Oh...thetrainjustleftaminuteago.M:Canyoudescribeyourlaptopbriefly?PartIII

SituationalDialogues:Dialogue1Unit10CustomerServiceP:ThebrandisIBMandthemodelisPT300.M:Andwhatcolorofit?P:Black.Iwillmakeapresentationthismorning,andallofmymaterialsareinit.Ohmygod!M:Takeiteasy,Sir.We’lltryourbesttofindit.Wouldyoupleasetellmeyournameandphonenumber?P:Myname’sGeorgeBrownandmynumberiM:Ok,wewillletyouknowassoonaspossible.P:Thankyouverymuch.M:You’rewelcome.PartIII

SituationalDialogues:Dialogue1Unit10CustomerServiceApassengeriscomplainingtoaServiceCenteremployeeabouttheair-conditioning.P=PassengerM=MetroemployeeP:Hello,Iwanttomakeacomplaint.Thereseemstobesomethingwrongwiththeair-conditioning.It’stoohotonthetrain!M:Oh,I’msorry,sir.You’reright.I’mafraidtheair-conditioningcan’tworkeffectivelynow,becausethetrainistoocrowded.P:What’swrongwithit?M:Theagingofair-conditioningsystemmaybethemainreason.P:Everyone’sdrenchedinsweatonthetrain.Ihopeyou’llhaveitfixedassoonaspossible.PartIII

SituationalDialogues:Dialogue2Unit10CustomerServiceM:Yes.Asamatteroffact,we’reupgradingourair-conditioningsystemnow,andIthinkitshouldbeworkingproperlynextweek.P:Okay.That’sgoodnews.PartIII

SituationalDialogues:Dialogue2Unit10CustomerServiceP=PassengerC=ClerkP:Excuseme,Miss.C:Yes?CanIhelpyou?P:I’mafraidtheremustbesomethingwronghere.Iwasveryunhappyaboutit.C:Whatisit,madam?P:Mybedsheetisquitedirty.Itseemsthatithasbeenused.C:Well.Letmetakealookatit.(Afteralittlewhile)C:I’mverysorry,it’sourfault.Theconductorhasn’tbroughtyouthenewsheet.I’llhavePartIII

SituationalDialogues:Dialogue3Unit10CustomerServicethissheetchangedimmediately.P:Thankyou.C:Don’tmentionit.It’sjustpartofmyjob.(Afteralittlewhile)C:Sorrytohavekeptyouwaiting.I’lltrytomakesurethatitdoesn’thappenagain.Iwanttosaysorryagainfortheinconveniencewecause.PartIII

SituationalDialogues: