民航客舱服务实用英语教程 课件 project02 Passenger Reception

PracticalEnglishForCivilAviationCabinService民航客舱服务实用英语教程Project2PassengerReceptionBackgroundGreetingpassengersisoneofthemostimportantaspectsofin-flightservice.Thistaskincludeshelpingpassengerschecktheirboardingpasses,guidingthemtotheirseatsandassistingthemwiththeirbaggage.TasksPart1LeadingPassengersTask2.1AnnouncementTask2.2LeadingPassengersPart2BaggageHandlingTask2.3AnnouncementTask2.4HelpingPassengersHandleBaggageLearningObjectivesKnowledgeandSkills:tobeabletocommunicatewithpassengersinEnglish;tobeabletomakeanannouncementwhenpassengersboard;toknowtheproceduresofleadingpassengersandhelpingpassengershandlebaggage.ProcessandMethods:tolearnaboutworkflowsandworkcontentthroughTypicalTask;toacquirethecoreskillsofleadingpassengersandhelpingpassengershandlebaggagethroughLearningandDoing,FurtherTaskandInnovativeTask;toevaluatelearningoutcomesthroughclassroomexercisesandpost-classassessments,forminglearningreflections.EmotionalAttitudesandValues:tocultivatetheawarenessofculturalconfidence;tocultivatetheawarenessofactiveservice;tocultivatetheawarenessofteam-work;tocultivatetheawarenessofresponsibility.ExpectedLearningOutcomesOutcomePresentation:Workingasflightattendants,studentsaresupposedtouseEnglishastheworkinglanguage,leadingpassengersandhelpingpassengershandllebaggage.OutcomeAssessment:EnglishProficiencyTestforFlightAttendants(Listening,Oral&WrittenTest);1+XAviationEducationTest.LearningSuggestions:LearnfromTypicalTask;doasTypicalTaskdoes;solveproblemscreatively.PassengerReceptionProject2TasksAnnouncementTypicalTaskFurtherTaskInnovativeTaskTaskDescription播报迎接旅客登机的广播词引导旅客就座引导特殊旅客就座播报安全须知及评估应急出口座位旅客TaskRequirements用英语播报迎接旅客登机的广播词；在线音频展示；独立完成。用英语引导普通旅客就座;线下课堂展示；小组协作完成。用英语引导特殊旅客就座在线音频或视频展示；小组协作完成。用英语播报安全须知及评估应急出口座位旅客；在线音频或视频展示；小组协作完成。KnowledgeObjectives熟悉迎接旅客登机的广播词认识客舱座位号；掌握引导旅客就座的流程；3.掌握引导旅客就座的常用表达。.掌握服务特殊旅客的工作要点；掌握引导特殊旅客就座的注意事项；掌握引导特殊旅客就座的常用表达。了解应急出口座位安排的相关规定；掌握评估应急出口座位旅客的流程；掌握评估应急出口座位旅客的常用表达。AbilityObjectives能准确、熟练地播报迎接旅客登机的广播词能用正确手势引导旅客入座；能规范、熟练地引导旅客就座。1.能准确、快速识别特殊旅客；2.能规范、熟练地引导特殊旅客就座。能准确、熟练地介绍应急出口座位；能正确评估旅客是否符合应急出口就座条件并根据情况协调处理。QualityObjectives.树立“旅客至上”的服务理念；培养严谨的工作态度。树立文化自信；培养和蔼友善的工作态度。培育敬业奉献的职业操守；2.强化共情服务意识。.内化严谨科学的专业精神；培养安全第一的职业意识。Part1LeadingPassengers“迎接旅客登机”产出任务单Part1LeadingPassengersUsefulExpressionsboard登机boardingpass登机牌indicate显示edge边缘approach接近assignedseat指定座位onlinecheck-in网上值机considerate考虑周到的assess评估emergencyexitseat应急出口座位evacuate撤离safetyinstruction安全须知WelcomeBoardingLadiesandgentlemen,WelcomeaboardChongqingAirlines.Pleasetakeyourseataccordingtotheseatnumberonyourboardingpass.Thenumberisindicatedontheedgeoftheoverheadcompartment.Pleasedonotchangeseatsbyyourselves.Ifyouneedanyhelp,pleasefeelfreetoapproachanyofourcabincrew.Thankyouforyourcooperation!Task2.1AnnouncementTask2.2LeadingPassengers2.2.1TypicalTask:LeadingPassengers(Apassengerisaskingaflightattendanttohelphimfindhisassignedseat.)FA:Goodmorning,Sir.Welcomeaboard.PAX:Goodmorning.Couldyoutellmewheremyseatis?FA:Sure.MayIseeyourboardingpass,please?PAX:Hereyouare.FA:Youseatnumberis21C.Theseatnumberisindicatedontheedgeoftheoverheadcompartment.Thisway,please.I’llshowyouyourseat.PAX:Thankyou.FA:Mypleasure.Task2.2LeadingPassengers2.2.1TypicalTask:LeadingPassengersTheProcedureforLeadingPassengersStepsActionsStep1GreetapassengerStep2AskthepassengertoshowtheboardingpassStep3DirectthepassengertotheassignedseatTask2.2LeadingPassengers2.2.2LearningandDoing:SimulatingLeadingPassengersSupposeyouareaflightattendantontoday’sflightwhichdepartsfromSingaporetoChongqing.Nowapassengerisboardingandasksyoutohelphimfindhisassignedseat.Putthedescription(s)anddialoguesinorderaccordingtotheprocedureandthenwritethenumbersinthefollowingtable.Makeadialogueaccordingtothesituationgivenabove.(1)FA:Thisway,please.Iwillleadyoutoyourseat.PAX:Thankyou.FA:Hereisyourseat,19A.PAX:Thankyou.(2)PAX:Couldyoudirectmetomyseat?FA:Sure,mayIseeyourboardingpass?PAX:Hereyouare.FA:Yourseatis19A.(3)FA:Goodmorning,sir.Welcomeaboard.LeadingPassengersStepsActionsExpressionsStep1Greetapassenger

Step2Askthepassengertoshowtheboardingpass

Step3Directthepassengertotheassignedseat

Task2.2LeadingPassengers2.2.3FurtherTask:LeadingaPregnantWomantoHerSeat(Apregnantwomancomesuptoaflightattendant.)FA:Madam,whatcanIdoforyou?PAX:CouldyoupleasetellmeWheremyseatis?FA:What’syourseatnumber?PAX:It’s22F.FA:Pleasecomewithme.CanIhelpyouwithyourbag?PAX:Thankyouverymuch.FA:Mypleasure.(Thepregnantwomansettlesintoherseat.)FA:Thisisthecallbutton.Ifyouneedhelp,pleasepushit.PAX:Thankyou.It’sconsiderateofyou.FA:You’rewelcome.Task2.2LeadingPassengers2.2.4InnovativeTask:AssessingEmergencyExitSeatPassengersFA:Sir,hereistheemergencyexitseatofthisaircraft.Emergencyexitareashouldbeclearofbaggage.Pleasedon’ttouchtheexitcontrolhandleinnormalsituation.Wouldyouliketohelpusbyopeningthisexitandhelpotherpassengersevacuate?Hereistheemergencyexitsafetyinstruction.Pleasereaditcarefully.Ifyouhaveanyquestions,pleasecontactus.Thankyou!PAX:You’rewelcome.TasksAnnouncementTypicalTaskFurtherTaskInnovativeTaskTaskDescription播报安放行李的广播词协助旅客安放行李协助旅客安放超大行李处理未登机旅客行李TaskRequirements用英语播报安放行李的广播词；在线音频展示；独立完成。用英语协助旅客安放行李；线下课堂展示；

小组协作完成。用英语协助旅客安放超大行李；在线音频或视频展示；小组协作完成。1.用英语处理未登机旅客行李；2.在线音频展示；3.小组协作完成。KnowledgeObjectives熟悉安放行李的广播词掌握协助旅客安放行李的流程；掌握协助旅客安放行李的常用表达。熟悉协助旅客安放超大行李的要求；掌握协助旅客安放超大行李的注意事项；掌握协助旅客安放超大行李的常用表达。熟悉未登机旅客行李处理的广播词；掌握突发情况的处理流程及常用表达。AbilityObjectives能准确、熟练地播报安放行李的广播词能规范、熟练地协助旅客安放行李能规范、熟练地协助旅客安放超大行李能规范、熟练地处理未登机旅客行李QualityObjectives内化工匠精神；培养职业亲和力。内化劳动精神；提升协作能力。

培育敬业奉献的职业操守；2.提高解决问题的能力。树立制度自信；培养处理突发事件的能力。Part2BaggageHandling“协助旅客安放行李”产出任务单Part2BaggageHandlingUsefulExpressionsbaggagearrangement行李安放carry-onbaggage手提行李keep...clear保持...通畅aisle过道convenience方便，便利personalbelongings私人物品suitcase行李箱stow把...收好remove去除，去掉delivery递送，运载BaggageArrangementLadiesandgentlemen,Pleaseputyourcarry-onbaggageintheoverheadcompartmentorundertheseatinfrontofyou.Donotputanybaggageneartheemergencyexits.Pleasekeeptheaislesandemergencyexitsclearfortheconvenienceofothers.Youarealsoremindedtotakecareofyourpersonalbelongings.Wewillassistyouifyouneedanyhelp.Thankyouforyourcooperation!Task2.3AnnouncementTask2.4HelpingPassengersHandleBaggage2.4.1TypicalTask:HelpingPassengersHandleBaggageFA:Excuseme,Madam.WhatcanIdoforyou?PAX:Idon’tknowwhereIcanputmybaggage.FA:Smallbagscanbeputundertheseatinfrontofyou.Thesuitcaseisbig,anditcanbeputintheoverheadcompartmentaboveyou.PAX:OK.ButIcan’tputitintotheoverheadcompartment.FA:Don’tworry.I’llhelpyouwiththat.PAX:Thanksalot.FA:You’rewelcome.Task2.4HelpingPassengersHandleBaggage2.4.1TypicalTask:HelpingPassengersHandleBaggageTheProcedureforHelpingPassengersHandleBaggageStepsActionsStep1OfferhelpStep2InformpassengerstoputbaggageintheoverheadcompartmentorundertheseatinfrontofthemStep3HelppassengerstoputbaggageinproperplacesTask2.4HelpingPassengersHandleBaggage2.4.2LearningandDoing:SimulatingHelpingPassengersHandleBaggageSupposeyouareaflightattendantontoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouarehelpingpassengershandlebaggage.Putthedescription(s)anddialoguesinorderaccordingtotheprocedureandthenwritethenumbersinthefollowingtable.Makeadialogueaccordingtothesituationgivenabove.(1)FA:Madam,wouldyoumindifIputthebigsuitcaseintotheoverheadcompartment?PAX:No.Thanks.(2)FA:Thebigsuitcasecanbeputintheoverheadcompartmentaboveyouandsmallbagscanbeputundertheseatinfrontofyou.(3)FA:WhatcanIdoforyou,Madam?PAX:IdonotknowwhereIcanputmybaggage.HelpingPassengersHandleBaggageStepsActionsExpressionsStep1Offerhelp

Step2Informpassengerstoputbaggageintheoverheadcompartm