《城市轨道交通客服英语》-Project2 Task4

PartIDialoguePartIIusefulexpressionPartIIITextPartIVexercisecontentTeachingobjective1.Abilityobjective（1）Beabletohelppassengersdealwithconflicts能帮助旅客处理冲突。（2）Beabletohelphandlecomplaintsproperly能妥善处理投诉。（3）Beabletohelphandleemergenciesproperlyandcalmly.能冷静妥善处理紧急情况。2.KnowledgeObjective（1）Mastertheusefulexpressionsaboutthanksandapologies.掌握关于感谢和道歉的有用表达。（2）Masterexpressionsabouthandlingconflictsandemergencies掌握处理乘客矛盾和紧急情况的常用表达。（3）Masterthemethodsofhandlingpassengerdisputes.掌握乘客纠纷处理方法。3.Qualityobjective（1）Beproactiveandenthusiastictohelppassengers要主动热情，积极帮助乘客。（2）Bepatient,respectful,courteousandcaring.要友善耐心，做到尊重、礼貌与关心。（3）Cultivatetheawarenessofsafetyandemergencyresponse具有安全和应急处理意识TaskdescriptionDuringtherushhour,thesubwaystationhasalargepassengerflow.Therewasanargumentbetweentwopassengersbecauseofwaitinginlinetobuytickets.Atthistime,Lily,astaffmember,Howshouldhesolvethefollowingproblems?下班高峰期，地铁站客流较大。有两名乘客因为排队购票产生争执，此时，身为工作人员的莉莉应该如何解决以下问题呢？1.Atthismoment,thetwopassengersarequiteemotional.HowshouldLilyfirstappeasethepassengers?此时，两位乘客情绪比较激动，莉莉应该先如何安抚乘客？2.Bothpassengersfeelthattheyhavedonenothingwrong.HowshouldLilyresolvetheconflictbetweenthetwosides?两位乘客都觉得自己没有做错，莉莉应该怎么化解双方矛盾？3.Duringpeakpassengerflow,pleaseexpressinEnglishhowstaffshouldoptimizemeasurestoavoidtheabovecontradictions?客流高峰期，请用英语表达工作人员应该如何优化措施避免上述矛盾？PartIDialogueDialogueAPassenger:Whathappened?Whyistheresomuchsmoke?Clerk:Thereisafireoverthere.Passenger:what?Sowhatshouldwedonow?Clerk:Don'tpanic,pleasefollowtheinstructionsofthestaff.Passenger:Howdoweleavetheplatform?Clerk:Therearestairshere.Pleasefollowthesafetyevacuationsign.Passenger:Thankyou.Clerk:You'rewelcome.Point1.CopingwithemergenciesDialogueBPassenger:What'sgoingon?Whyarethelightsout?Clerk:I'llcalltheemergencycenterstaff.Passenger:Whatshouldwedo?Clerk:Don'tworry,pleasewaitpatiently.(Oneminutelater)Clerk:Itistheproblemofpowerequipmentfailure,thestaffisworkingtorepair,pleasedonotpanic,waitinplace.Passenger:Howlongwillittake?Clerk:About15minutes.DialogueCPassenger:Excuseme,doyouhaveanyband-Aids?Clerk:Yes,whathappened?Passenger:Icutmyhandbyaccidentjustnow.Clerk:Justamoment,please.I'llgetthefirstaidkit....Hereyouare.Passenger:Thankyou.Clerk:

Wheredidyoubreaktheglass?Passenger:Attheendoftheplatform.Clerk:Okay,I'llcleanituptoavoidcausingharmtootherpassengers.DialogueDClerk:WhatcanIdoforyou?Passenger:Isuddenlyfeltdizzyandcouldn'tstandClerk:LetmehelpyoutoseatforawhilePassenger:ThankyouClerk:Doyouhaveahistoryofillness?Andareyoutakinganymedication?Passenger:No,Ihavealwaysbeenprettyhealthybefore.Clerk:Pleasedon'tworry.I'llcalltheemergencycenterrightaway.Passenger:There'snoneedtodoit.Ishouldhavelowbloodsugar.Clerk:Areyousure?Passenger:Yes,Ijustneedtotakeabreak.（Broadcast:Attentionplease!Line1isabouttobeclosed.Pleasetakeanotherlineortransfertoanothermodeoftransportation.Sorryfortheinconveniencecaused.)Passenger:Excuseme,Whathappened?WhydidLine1suddenlyclose?Clerk:Pleasedon'tworry.DuetothehighpassengerflowonLine1today,wehavetocontrolthepassengerflowinordertoensurethesafetyoftransportation.Passenger:Whencoulditopen?Clerk:Thetimeisuncertain.Passenger:Thenwhatshallwedo?Clerk:Pleaselistentothebroadcastingcarefullyandfollowtheinstructionstoleavethestation.Youcantakeotherformsoftransportation.Passenger:IsthereabusnearbythatgoestothecentralHospital?Clerk:Yes,thereisabusstopontherightofthestation.Youcantakebus26totheCentralHospital.Passenger:Well,it'stakinguptoomuchtime.Clerk:I'mreallysorryfortheinconvenience.Passenger:IstheNo.26busstillopennow?Clerk:Thelastbusisat8:30,andyoushouldbeabletocatchit.Passenger:CouldItakeataxithere?Clerk:It'salsopossible.Ittakesabout15minutestotakeataxitothecentralhospital.Passenger:OK.DialogueAClerk:(Seeingtwopassengersarguing)Excuseme,Sir.pleasedon'targuehere.Whathappened?PassengerA:Iqueueduptoenterthestation,butheinsistedonpushingforwardandevensteppedonme.PassengerB:I'mreallysorry,Ididn'tmeantodothat.Clerk:I'msorry,it'speakpassengerflownow.Pleaseunderstandeachotherandqueueupinanorderlymannertoenterthestation.PassengerA:Igotit.PassengerB:I'lltakecarenexttimePoint2.CopingwithconflictsDialogueBClerk:Excuseme,Sir,pleaseopenyourbackpackforourinspection.Passenger:Why?ThebackpackisfullofmypersonalbelongingsClerk:Youmayhavealcoholinyourbackpack.Accordingtotheregulations,thiskindofflammableandexplosivematerialisnotallowedtobringintothestation.Passenger:It'simpossible!Clerk:Themachineshowsthatthereisindeedsuspiciousliquidinyourbag.Passenger:Ireallydidn'tcarryit.Clerk:Foreveryone'ssafety,pleasecooperatewithustocheckit.Passenger:AllrightDialogueC(Successfullydissuadestwopassengersfromarguingontheplatform)Clerk:Pleasekeepcalminpublic,Sir.Misunderstandingscanbeexplained.PassengerA:Iwaswaitinginlineatthedesignatedarea,andhecamerunningfrombehindinahurry,nearlyknockingmeoverwithapackage.PassengerB:Iwasinahurry,anddidn'tmeantobumpintoyou,butyourattitudewasreallyirritating.Clerk:Thestationisapublicplace.Pleasetolerateeachother.And,foreveryone'ssafety,pleasedon'trunontheplatform.PassengerA:Isee..PassengerB:Iwilltakecarenexttime.DialogueDClerk:Excuseme,isthisboyyourchild?Passenger:Yes,what'sthematter?Clerk:Hewasretrogradeontheescalatorjustnow.Fortunately,Idiscovereditintime,otherwiseitwouldbeeasyforasafetyaccidenttooccur.Passenger:I'mreallysorry.Iwasjustonthephoneanddidn'tnoticehisbehavior.Clerk:Forhissafety,pleasemakesuretotakegoodcareofyourchild.Passenger:Isee.Clerk:Sir,youcan'tsmokeinthesubway.It'sillegal.Passenger:Whynot?Ijustwanttosmoke.It'snoneofyourbusiness.Clerk:Sorry,thesubwayisapublicplace.SmokingisnotallowedPassenger:That'stroublesome.Isn'titasmallmatter?Clerk:It'snotatrivialmatter.Smokingwilldoharmtothehealthofotherpassengers,anditmaycauseafireandamajorsafetyaccident.Pleasecooperatewithustokeeptheairfresh.Passenger:Well,whatifIreallywanttosmoke?Clerk:I'msorry,thereisnodesignatedsmokingareainourstationorsubway.Ifyouneedtosmoke,youcanfindasmokingareaoutsidethestation.Atthesametime,wehopeyoucanunderstandandsupportusinmaintainingagoodridingenvironment.Passenger:CouldIjustfinishsmokingthiscigarette?Clerk:I'mreallysorry,sir.Pleasecooperatewithusandextinguishthesmokeimmediately.Passenger:There'snoneedtoexaggeratelikethis!Clerk:Therearerelevantregulationsinthesubway,andsmokingisindeedprohibited.Passenger:OK,Ihavealreadyextinguishedthesmoke.Clerk:Thankyouforyourcooperation.Haveaniceday.PartIIUsefulsentencesIt'sourfault.这是我们的过失。Thankyouforyourunderstanding.谢谢您的理解。Pleasedon'tpanicandwaitwhereyouare.请不要惊慌，在原地等候。Takeiteasy.Wewilldoourbesttohelpyousolvetheproblem.请放心，我们一定尽力帮您解决问题。Pleasefollowtheinstructionsofthestaff.请听从工作人员指示。I'llcontacttheemergencyservicesforyou我帮您联系急救中心。Weapologizeforthis对此我们深表歉意。I'mreallysorryfortheinconvenience.给您造成不便，真的很抱歉。Pleasetakegoodcareofthechildrenavoidgettinghurt.请您看管好小朋友，以免受伤。I'llgetthefirstaidkitforyou.我去拿急救箱给您。PartIIITextPassengersonthesubwaycomefromdifferentregions,receivedifferenteducationandhavedifferentpersonalities.Theymaycomeintoconflictwithstaffwhentheyarenotsatisfiedwiththeirservice.Inthatcase,thestaffshouldkeepacoolheadandfindawaytosolvetheproblem.Theyneedtoadapttothenewsituationofpassengertransportation,improvetheirservicelevel,andavoidpassengerdisputes.Themethodsareasfollows:(1)Themethodofsinging,receiving,andpaying.Inordertoavoiddisputes,theticketingsystemofsinging,receiving,andpayingshouldbestrictlyimplementedtoavoidticketdisputeswhenpassengerspurchasetickets.(2)Smileservicemethod.Smilingcanenhanceserviceeffectivenessandinvisiblyreducemanyproblems(3)Thegentlebreezeandgentlerainmethod.Whenencounteringcomplaints,donotarguewithpassengersaboutreasons,activelysearchfordeficienciesandhandlethemproperly(4)Quickhandlingmethod.Attentionshouldbepaidtopassengercomplaints,quickhandling,andaddressingpassengerneeds(5)Transpositionthinkingmethod.Conflictsoftenariseduetoalackofunderstandingbetweenbothparties,andweneedtodomoreempathytobetterunderstandtheneedsandemotionsofpassengers.Intheprocessofpassengertransportationservices,itisnecessarytomaintainthefaceofpassengersatalltimes,donotharmtheirself-esteem,donotarguewithpassengersaboutrightorwrong,justpatientlyexplain,toleratepassengers,andstriveforthebestresults(6)Opinionanalysismethod.Theopinionsofpassengersarethebiggestsourceofimprovingservices.Behumbleandaccepttheopinionsofpassengers,analyzeandtransformthemmorefrequently(7)Themethodofhandlingpeoplefromdifferentplaces.Whenpassengersaredissatisfiedwiththeserviceprovidedbyacertainservicepersonnel,theycanresolvethedisputebychangingthehandlinglocationandpersonnel.Inadditiontoavoidingpassengerdisputes,itisalsonecessarytomastermethodstoresolvepassengerconflicts.(1)Donotcareabouttheattitudeofpassengers.Servicepersonnelshouldalwaysmaintainhumilityandpoliteness,demonstratecalmnessandpatience,anduselanguagearttoguide,advise,andpersuadepassengers,soastoresolveconflictsinthebud(3)Takeresponsibilityproactively.Whenencounteringdissatisfactionfrompassengers,thefirstthingtolearnistosay'I'msorry'manytimes,asingleapologycancalmthedissatisfactionofpassengersTaskimplementation【Task4】HandlingPassengersDisputeTaskNameHandlingpassengerconflictsProjectStationEmergencyServiceTaskProject1.masterthewordsandexpressionsforhandlingpassengerconflicts2.Cultivatetheabilityfordealingwithconflictsproperly.StudentName

TaskDescriptionDuringtherushhour,thesubwaystationhasalargepassengerflow.Therewasanargumentbetweentwopassengersbecauseofwaitinginlinetobuytickets.Atthistime,Lily,astaffmember,Howshouldhesolvethefollowingproblem?1.Atthismoment,thetwopassengersarequiteemotional.HowshouldLilyfirstappeasethepassengers?2.Bothpassengersfeelthattheyhavedonenothingwrong.HowshouldLilyresolvetheconflictbetweenthetwosides?3.Duringpeakpassengerflow,pleaseexpressinEnglishhowstaffshouldoptimizemeasurestoavoidtheabovecontradictions?Directions:1.Pleaseworkwithyourpartnertowritethescript2.completetheroleplay.3.TakethevideoabouttheroleplayScriptWriting

QRcodeofthevideo

Taskevaluation

EvaluationFormEvaluationCriteriaItemValueself-evaluation（20%）peerreviewing（30%）teacherevaluation（50%）scoreBadAverageGood

SkillstandardsBeabletouseexpressionsaboutthanksandapologies141620

Accuratepronunciationandstandardservice91315

Beabletohelppassengersdealwithconflicts567

Beabletohelphandleemergenciesproperlyandcalmly478

QualitystandardsStrongsenseofresponsibility6810

Subjectiveinitiative6810

Communicationskill6810

Teamwork6810

VideostandardsClearvideoquality235

Sounddesignofscene235

Total6080100

Teacher'ssignature：

Date:Score

Extendedexcise一、在空格中填入恰当的句子或单词，完成句子。1.I

toenterthestation.2.We

forthis,itisourfault.3.Ifthereis

moreyouneed,pleaseletusknow4.Thischildfelldownwhentaketheescalatorandhadacutonhishand,sopleasegetthe

rightaway.5.I'mreallysorryforthe

.二、请把下列中文翻译成英文。1.打扰一下，请问发生什么事了？2.很抱歉给您造成不便。3.谢谢您的理解。4.我们一定尽力帮您解决问题。5.先生，请您保持冷静，不要在公共场合吵架。6.请听从工作人人员指引进站。7.我帮您联系急救中心。8.不要惊慌。9.我去给您拿急救箱。10.先生，公共场所禁止吸烟。三、阅读理解Duringthesubwayride,theremayinevitablybesomepassengerdisputes,andsubwaystaffusuallytrytheirbesttoresolvetheconflictsbetweenthetwoparties,maintaintheorderoftherideandthesafetyofpassengers.Thekeyistoremaincalmandrational,andsolveproblemsthroughreasonablecommunicationandpeacefulnegotiation.Case1:CompetingforseatsDuringthepeakhoursofthesubway,passengerXiaoMingfoundanemptyseatonacrowdedtrain.However,ashewasabouttositdown,anotherpassenger,XiaoHong,alsowalkedtowardsthatseatandclaimedtohavearrivedfirst.Thetwostartedarguingandblamingeachother.Handlingmethod:(1)Staycalm:Asasubwayworker,firstandforemost,staycalmandintervenewithacalmattitude.Acalmattitudecanhelppreventthesituationfromescalatingfurther.(2)NegotiateResolution:Attempttoresolvedisputesthroughnegotiation.Firstly,askthetwopassengersfortheiropinionsandhelpthemfindacompromisesolution.Youcansuggestthatoneofthemwaitforthenextstationorfindanotheremptyseat.(3)Ruledescription:subwaystaffcanexplainthesubway'sseatrulestotwopassengers,suchaswhethertherearepreferentialseatsorseatgivingrules.Thishelpseliminatedisputesandhelpspassengersbetterunderstandtherules.(4)Fairnessandimpartiality:Whenhandlingsimilardisputes,itisnecessarytoensuretheprinciplesoffairnessandimpartiality.Notfavoringeitherpartyandstrivingtofindafairandreasonablesolutiontoensuretheprotectionofpassengers'rights.Case2SqueezingandCrowding:(1)Calmdissuasion:Ifwitnessingsqueezingandcollisionbetweenpassengers,calmdissuasioncanbeusedtoremindthemtomaintainorderandpoliteness.(2)Adjustingthecrowdingsituationofcarriages:Subwaystaffcanarrangemoretrainsorstrengthenpatrolsduringpeakhourstoreducethedegreeofcrowdingincarriages.(3)Guidingpassengerstogetonandoff:Subwaystaffcanguidepassengerstogetonandoffinanorderlymanner,avoidingcongestionandpushingeachother.Case3DisruptingOrder:(1)Remindpassengerstocomplywithregulations:Ifanypassengersengageinviolations,theycanbepolitelyremindedtocomplywithsubwayregulations,suchasprohibitingeating,drinkingbeverages,spitting,andsmoking.(2)Strengthenpatrolsandmonitoring:Subwaystaffcanstrengthenpatrolsandmonitoringinsidethecarriagestopromptlydetectandstopviolations.1.Readthepassageanddecideifthefollowingsentencesaretrueorfalse(Tfortrue,Fforfalse)(1)Duringsubwaytransportation,thereareoftenpassengerdisputesthatstaffdonotneedtopaymuchattentionto.()(2)Thekey