民航乘务英语- 课件Mission 8、9 处理应急医疗事件、处理其他紧急事件

民航乘务英语EnglishforCabinCrewMission8HandlingMedicalEmergency任务八

处理应急医疗事件Part1LearningObjectives知识目标：掌握处理应急医疗事件的标准程序及相关专业英语表达。能力目标：1.运用客舱应急医疗处置要点进行英文对话及相关服务。

2.具备进行应急医疗客舱广播的能力。素质目标：彰显人文关怀，强化职业担当精神。Mission8HandlingMedicalEmergencyPart2ConversationI.Pointsofservicelanguage.（1）Findingoutwhatiswrong发现问题，了解情况Excuseme,miss,youlookpale.What’swrongwithyou?女士，您看起来脸色苍白。怎么了？Doyoufeeluncomfortable?您感到不舒服吗？What’sthematter?怎么了？Doyouhaveanypain?您哪里痛吗？Doyoufeelwellenoughtoanswermyquestion?您能听到并回答我的问题吗？Howareyoufeeling?您感觉怎么样？Didyougethurt,sir?先生您受伤了吗？Mission8HandlingMedicalEmergency（2）Caringforthepassengersinjuredbyturbulence照顾因颠簸受伤的旅客Letmegetthefirstaidkitforyou.让我为您取来急救箱。I’lltrytogetacompressoveryourcutting.我将试着给您的伤口敷上止血贴。I’lltrytostopyourbleeding.我将试着给您止血。Letmeputtheoxygenmaskforyou.让我为您戴上氧气面罩。Mission8HandlingMedicalEmergencyPart2ConversationI.Pointsofservicelanguage.（3）Askingthecolleagueforhelp向同事请求帮助Ineedsomehelp.我需要支援。Couldyouhelpmegivetheoxygentothesickpassenger?你能帮我给这位生病的旅客吸氧吗？Let’smakethepassengerlyingonthefloornow.让我们帮这名旅客平躺在地板上。Canyougiveheraglassofwater,please?你能给她一杯水吗？Mission8HandlingMedicalEmergencyPart2ConversationI.Pointsofservicelanguage.（3）Givinginstructionstocrewmembers给乘务员指令Grabtheoxygen.进行吸氧。Get××tocallpurser.让××呼叫乘务长。Tellthecaptain.告知机长。Makeanannouncementimmediately.立即进行客舱广播。Reporttothepurser,please.请告知乘务长。Getthefirstaidkitimmediately.立即拿来急救箱。Mission8HandlingMedicalEmergencyII.Listentotheconversationandfillintheblanks.音频P：PurserFA1/2/3：FlightattendantsPA1/2/3/4：PassengersD：DoctorMission8HandlingMedicalEmergencyPart2ConversationP：Ladiesandgentlemen.Dueto（1）

,theseatbeltsignhasbeenswitchedon.Pleasereturntoyourseatsimmediatelyandfastenyourseatbelts.We’resorrytotellyouthatthein-flightservicehasbeensuspendedand（2）

aftertheturbulenceisover.FA1：Thereseemstobesomepassengersstandingaroundintherearcabin.I’llgoandseewhat’shappeningthere.Pleasebringthetrolleybacktothegalleybyyourself,OK?FA2：It’sallright.I’llassistyouafterIstowthetrolleysecurely.FA1：（Tothestandingpassengers）Excuseme,wouldyoupleasesitdownandfastenyourseatbelts?PA1：Thislady’sforeheadisbleeding.FA1：What’shappened?Hello,madam,areyouOK?Canyouhearme?PA1：Thisladyhasbeentothelavatoryandmaybeshehasbeenhurtduetotheturbulence.Scenario1Mission8HandlingMedicalEmergencyFA1：Thankyouforlettingmeknow.I’lltakecareoftheladynow.Pleasetakeyourseatand（3）

.（callsFA2）Ineedsomehelp.There’sa

womanintherearcabinbleeding.Getthefirstaidkitassoonaspossible.FA2：OK.Purser,wehaveapassengerwithaheadinjury,FA1isdealingwiththat.（FA1isnowdealingwiththeunconsciouswoman.）FA1：Issheflyingwithyou,madam?PA1：No,Idon’tthinkshe’sgotapartner.（Amomentlater）FA1：Hello,madam.Howareyoufeeling?PA2：Oh.I’mfeelingabitdizzy.FA1：Yourforeheadisbleeding.Doyouhaveanypain?Scenario1Mission8HandlingMedicalEmergencyPA2：Nottoobad.FA1：Letmehelpyouleanagainsttheseatback.IthinkI’mgoingtodealwiththewoundimmediately.PA2：Isthewoundserious?FA1：No,it’snotsoserious.FA2：（Comingwiththefirstaidkit）Here’sthefirstaidkit.Howisshe?FA1：She’sfeelingallrightnow.FA2：I’mgoingtodressthewoundand（4）

.PA2：Thanks,I’mfeelingmuchbetternow.FA2：Theseatbeltsignhasbeenswitchedon,soletmehelpyouintoyourseatandbuckletheseatbelt.PA2：It’sverykindofyou.FA2：You’rewelcome.Scenario1Mission8HandlingMedicalEmergencyPA3：Flightattendant,there’samanunconscious.FA3：Ohmygoodness!Hello,canyouhearme,sir?FA2,grabtheoxygenandadefibrillator.Callthecaptainabouttheemergency.FA2：OK.FA2：Hello,captain.ThisisFA2herefromeconomycabin.We（5）

onboard.Amanisunconsciousintherearcabinandwearehandlingwiththat.FA3：Hello,sir,canyouhearme?[Tohiswife]Areyoutravellingwithhim,madam?PA4：Yes,thisismyhusband.Justnowhewantedtostanduptogetmybackpackfromtheoverheadlocker.Buthecollapsedunexpectedly.Whathappenedtohim?FA3：Oh,hispulseisveryweak.Let’sadjusthimonthefloornow...（FA2andFA3administeredCPRandthemanisbreathingagain.）Oh,thankgoodness,he’sbreathingagain.Scenario2Mission8HandlingMedicalEmergencyPA4：I’vereallyappreciatedwhatyouhavedoneforme.FA3：Ourpleasure.Hasthiseverhappenedbefore?PA4：Never.Ishesufferingfrom（6）

?I’msoworried.FA3：Maybe.We’lltryourbesttotakecareofhim.FA2,helpmegetthemaskoverhishead.[Toillman]Canyouhearme?FA2,Ithinkadoctorisneededatthismoment.Canyou（7）

immediately?（Towife）Hashegotanydiseasebeforeandcanyoutellme（8）

?PA4：Yes,he’sgothypertensionandhyperlipidemia,andheisonmedicationeveryday.FA3：Igotit.Don’tworry.We’retakingcareofhim.Ishealwaysingoodhealth?PA4：Yes,buthe’sbeenworkingovertimeand（9）

atnightrecently.Scenario2Mission8HandlingMedicalEmergency（Announcement：Ladiesandgentleman,ifthereisadoctoronboard,pleasetellusandweneedyourhelp.Thankyou.）D：I’madoctor,what’swrong?PA4：Oh,that’sgreat.FA3：Thankyousomuchforcoming,doctor.Thispassengerisunconsciousandhestoppedbreathingforafewseconds.We（10）

,buthispulseisalsoveryweak.D：Letmehavealook.Hisbreathingisnormal,althoughhispulseisalsonotsostrong.Itseemsthathehasbeeninstablecondition.However,Ialsosuggestthatheshouldgetafurthermedicalexaminationandneedhospitalizationassoonaspossible.FA3：Iwillreporttothecaptainimmediately.Scenario2Mission8HandlingMedicalEmergency（Amomentlater）FA3：Ihavereportedtocaptainaboutthesituationandhedecidedanemergencylandingatthenearestairport.Wewilllandin20minutes.Sopleaseremainseatedandkeepyourseatbeltfastened.Wearedescendingnow.PA4：OK,Iwill.Thanksalot.Scenario2Mission8HandlingMedicalEmergencyIII.Listentotheconversationagainandanswerthefollowingquestions.（1）Whydidthefirstpassengerhurt?（2）Whathastheinjuredpassengergot?（3）WhatdoesFA1wanttheinjuredpassengertodo?（4）Whathappenedtothesecondpassenger?（5）Whatkindofdiseasehasthesecondpassengergot?Mission8HandlingMedicalEmergencyIV．Practice.（1）Practicethedialogueabovewithyourpartner.（2）Performanewrole-playwithyourpartner.Mission8HandlingMedicalEmergencyPart3AnnouncementLookingforadoctor.Ladiesandgentlemen,

MayIhaveyourattention,please!Wehaveapassengerinneedofmedicalassistanceimmediately.Ifyouaremedicalpersonnel,pleasecontactus.Weneedyourhelp.

Thankyouverymuch.Mission8HandlingMedicalEmergencyPart3AnnouncementI.Lookingforadoctor.Ladiesandgentlemen,

Attention,please.

Wehaveapassengerwhoneedsurgentmedicalassistance.Ifyouareadoctorornurse,pleasekindlycontactourflightattendants.Thankyou.Mission8HandlingMedicalEmergencyPart3AnnouncementII.Diversion.Ladiesandgentlemen,

Wehavebeeninformedthat,duetoaseriouslysickpassengeronboard,we’lldiverttoChongqingJiangbeiInternationalAirport.Weareexpectedtoarrivein20minutesandshallkeepyouupdatedaboutthelatestinformation.Weapologizeforanyinconveniencecausedbythis.Mission8HandlingMedicalEmergency民航乘务英语EnglishforCabinCrew民航乘务英语EnglishforCabinCrewMission9HandlingotherEmergencies任务九

处理其他紧急事件Part1：LearningObjectivesPart2：ConversationPart3：

AnnouncementPart1LearningObjectives知识目标：掌握处理颠簸、客舱失火、客舱释压、紧急撤离等紧急情况的处置流程及

专业英文表达。能力目标：1.运用客舱紧急事件处置要点进行英文对话及相关服务。

2.具备进行紧急事件客舱广播的能力。

3.能够流利说出英文口令。素质目标：落实“三个敬畏”民航精神。Missio9HandlingOtherEmergenciesPart2ConversationI.Pointsofservicelanguage.（1）Dealingwiththeturbulence处理颠簸Weareexperiencingsometurbulence.我们正在经历颠簸。Foryoursafety,pleasereturntoyourseatimmediatelyandfastenyourseatbelts.为了您的安全，请您立即回到自己的座位并系好安全带。Don’tworry,sir.Wehavetheconfidencethattheturbulenceisnormal.请不要担心，先生。我们认为这次颠簸是正常情况。Cabinservicewillbesuspendedduringturbulence.飞机颠簸期间将会暂停客舱服务。Missio9HandlingOtherEmergencies（2）Dealingwiththefireinthecabin处理客舱失火Don’tbeafraid,madam.Thereisaminorfireinthelavatory.Wearedealingwiththat.不要害怕，女士。洗手间出现了一个小火情。我们正在处理。Allourflightattendantsarewell-trainedandwecanhandleit.所有乘务员都是训练有素并能处理该类情况的。Pleasetrustus.请相信我们。Thefireisnowundercontrol.火情已处置。Missio9HandlingOtherEmergenciesI.Pointsofservicelanguage.Part2Conversation（3）Dealingwiththedepressurization处理释压Itwascausedbythechangeofairpressure.这是由于空气压力的变化引起的。Youcanrelievetheearachebyswallowing.您可以通过吞咽动作来缓解耳痛。Missio9HandlingOtherEmergenciesI.Pointsofservicelanguage.Part2Conversation（4）Dealingwiththeemergencylanding处理紧急情况Fastenyourseatbeltimmediatelyandremaininyourseats.请立即系好安全带并坐好。Don’tworry.Ourcaptainhasfullcompetencetolandsafely.不要担心，机长有能力进行安全降落。Weflightattendantsarecapableforin-flightemergencies.我们乘务有能力进行机上紧急情况处理。Youmustadoptthebraceposition.您必须采取防冲击姿势。Youmustbendoverandplaceyourheadbetweenyourknees.您必须低头弯腰紧迫用力，将头部放于膝盖之间。Missio9HandlingOtherEmergenciesII.Listentotheconversationandfillintheblanks.音频P：PurserFA1/2/3/4：FlightattendantsPA1/2/3/4/5：PassengersMissio9HandlingOtherEmergenciesPart2Conversation（Theplaneisexperiencingmoderateturbulence.）P：Ladiesandgentlemen,weareexperiencingturbulence.Foryoursafety,pleaseremainseatedandfastenyourseatbelt.Thelavatoryhasbeenlockeduntiltheturbulenceisover.Cabinservicewillbesuspendedduringthisperiod.Wedoapologizeforanyinconvenienceand（1）

.PA1：Excuseme,whydoestheplanebump?FA1：Madam,weareexperiencingsometurbulence.Foryoursafety,pleaseremain

seatedandkeepyourseatbeltfastened.PA1：Willitbenormal?Scenario1Missio9HandlingOtherEmergenciesFA1：Don’tworry,Ma’am.We（2）

thattheturbulenceisnormal.PA1：ButcanIgotothelavatorynow?FA1：Sorry,Ma’am.Cabinservicewillbesuspendedduringturbulence.Wewillresumealltheservicesaftertheturbulence.Pleaselistentotheannouncementandfollowtheinstructions.PA1：OK,Iwill.FA1：Thankyouforyoucooperationandremembertokeepyourseatbeltfastenedallthetime.Scenario1Missio9HandlingOtherEmergenciesFA1：Didyoupressthecallbutton,madam?WhatcanIdoforyou?PA1：ItseemsthatIhavesmeltsomesmokehereinthecabin.Whathappened?I’mworriedaboutthat.FA1：Don’tbeafraid,madam.Thereisaminorfireinthelavatory.Wearedealingwiththat.PA1：Oh,mygod.Areyousurethatwillbeokay?FA1：Allourflightattendantsare（3）

andwecanhandleit.Pleasetrustus.Thefireisnowundercontrol.PA1：OK,thankyou.（Amomentlater）Scenario2Missio9HandlingOtherEmergenciesPA2：Hello,flightattendant,Ifeelthatmyearshurt.Ifeeluncomfortable.FA2：Don’tworry,sir.Itwascausedby（4）

.Youcanrelievetheearachebyswallowing.Itwillnotlastforlong.PA2：Butafterawhileitwillhappenagain.FA2：Wouldyoulikeacupofteaoraglassofwaterplease?PA2：Aglassofwaterthen.FA2：Waitaminute,andIwilltakeitforyou.PA2：It’sverykindofyou.Scenario2Missio9HandlingOtherEmergencies（Theplanesuddenlyexperienceddecompressionbecauseofthetechnicalproblemsintwohoursintotheflight.Theoxygenhasjustdroppedfromtheoverheadcompartment.）FA1：（ToFA2）Ohdear,stopthecabinserviceimmediatelyandmovequicklytofindanearestseat.FA2：Yes.AndIhavealreadyslammedthebrakes.FA1：（Aftergrabbingtheoxygen,shoutingloudlyatthepassengers）Grabtheoxygenandbreathenormally,fastenyourseatbelt.（Toalittlechild）Letmehelpyouputonyouroxygenmask.Don’tbeafraid,andIwillbetogetherwithyou.（Toapassengerwithglassessittingnearby）Sir,pleasetakeoffyourglasses,putyourmaskoveryournoseandmouthandbreathenormally.Scenario3Missio9HandlingOtherEmergenciesP：Ladiesandgentlemen,wearewell-trainedprofessionalstokeepyousafeinsuchsituation.Pleasedolistentotheflightattendants’instructions.Irepeat,pleasedolistentotheflightattendants’instructions.Thankyou.（Severalminuteslater,theplanehasdescendedtoasafealtitude.Andtheflightattendantsarecheckingtheconditionsinthecabin.）FA2：Madam,isthereanythinguncomfortablewithyou?PA1：Myarmbruised.It’salittlebitaching.FA2：Letmecheckitforyou.Don’tworry,madam,it’snotsoseriousthen.Iwillputabandageoveryourbruise.PA1：Thankyousomuch.FA2：Mypleasure.Scenario3Missio9HandlingOtherEmergencies（Ladiesandgentlemen,ifthereareanyairlineemployees,lawenforcement,firefighters,militarypersonnelorhealthyandstrongmaleonboard,please（5）

toanearbyflightattendant.Weneedyourassistanceduringevacuation.Thankyou.）PA1：Hello,Iamapoliceman.PA2：AndIwasonceaflightattendanttwoyearsago.PA3：Iamamilitarypersonnel.FA1：Oh,thankgoodness.Weneedyourhelp.AndnowIwillexplainhowtoassistourflightattendantsduringevacuation.PA1：Iwilldomybesttohelp.Pleasemaketheinstructions.Scenario4Missio9HandlingOtherEmergenciesFA1：Whenyouheartheevacuationsignal,allofyoustandstillwitharms（6）

infront,blockingtheoncomingpassengerswhenIopenthedoor.WhenIdirecttheevacuation,you（ToPA2andPA3）willdisembarkfirstandstandoneither

sideoftheslidestoassistintheevacuation.PA2/PA3：OK.FA1：Andyou（ToPA3）willthendisembarkanddirectthepassengersawayfrom

theaircraftontheground.Doyouunderstand?PA1：Yes,Ido.FA1：Thankyousomuchforyourassistance.Scenario4Missio9HandlingOtherEmergencies（Ladiesandgentlemen,attention,please!Thisisyourcaptainspeaking.Wearenowpreparingforemergencylanding.Allcrewmembersarewelltrainedforsuchkindofsituation.Thiswillbeanormalevacuation,butforyoursafetywewilluse（7）

whenlanding.Pleasefollowourinstructions.Thankyou.）FA1：Excuseme,madam,removeyourhigh-heeledshoespleaseforitmay（8）

.Thankyou.PA1：Yes,Iwill.FA2：Excuseme,sir.Pleasetakeoffyourwristwatchbecauseitis（9）

whichmayhurtyourselfortheslides.Thankyou.PA2：ButwhereshouldIputit?FA2：Youcanputitinyourownpocket,sir.PA2：OK,Iwill.Scenario5Missio9HandlingOtherEmergenciesFA3：Sir,weareabouttodescendnow.Pleasetakeoutthecleanbagintheseatpocketinfrontofyou.PA3：ButwhereshouldIputit?FA4：GiveittomeandIwilldealwithit.PA4：Hereyouare.PA5：IamsonervousandI’mreallyscared.FA4：Don’tworry.Ourcaptainhasfullcompetencetolandsafely.Weflightattendantsarewell-trainedforin-flightemergencies.Fastenyourseatbeltimmediatelyandremaininyourseats.Wearetogetherwithyou.Youmustadopt（10）

.Youmustbendoverandplaceyourheadbetweenyourknees.PA5：Hopeeverythinggoeswell.FA4：Definitely,wewillbeallright.Scenario5Missio9HandlingOtherEmergenciesIII.Listentotheconversationagainandanswerthefollowingquestions.（1）WhathappenedinScenario1?（2）HowdoestheflightattendantcalmdownthepassengerinScenario2?（3）HowmanyvolunteersaretheretoassistinScenario3andwhoarethey?（4）WhatdoesthePA3dotohelptheflightattendantinScenario4?（5）Whyshouldthewomenpassengertakeofftheirhigh-heeledshoesduringevacuation?Missio9HandlingOtherEmergenciesIV．Practice.（1）Practicethedialogueabovewithyourpartner.（2）Performanewrole-playwithyourpartner.Missio9HandlingOtherEmergenciesPart3AnnouncementI.FireinthecabinLadiesandgentlemen,

Weareputtingoutaminorfirethathasbrokenoutinthelavatory（thefront/themiddle/therear）ofthecabin.Passengersthere,pleasefollowthedirectionsofflightattendants,otherpassengerspleaseremaininyourse