《轨道交通英语口语实训教程》课件 1-1 Enquiry Service 问讯服务、1-2 Ticket Service 票务

Task1EnquiryService

问讯服务PartIStationService车站服务CONTENTSTrainingObjectives培训目标Leadin导入SampleDialogues情景对话Words&Sentences实用词汇与句型Evaluation评估标准CaseDiscussion案例讨论PracticalTips实用小贴士Exercises练习Summary总结TrainingObjectivesBeabletotellpassengershowtobuyreplacementticketsattheticketwindowinEnglish.BeabletotellpassengerswheretogethotwaterinEnglish.BeabletotellpassengerswheretheticketvendingmachineisinEnglish.StationstaffprovidingenquiryserviceTraining实训任务PartALead-inWorkingasastationclerk,doyouknowhowtohelppassengersdealwithallkindsofemergencysituationattheinquiryoffice?Writedowntheemergencysituationandcorrespondingsolutions.GroupDiscussionActivity:Pleasediscussingroups.Thinkaboutpossiblescenariosandbrainstormsolutions.PartBSampleDialoguesSample1Clerk:Goodmorning!WhatcanIdoforyou?Peter:Yes,please.Ilostmyticket.Ineedyourhelp.Clerk:Don’tworry.Youcanbuyareplacementticketattheticketofficewithreal-nameID.Peter:Areplacementticket?Clerk:Yes.Youneedtofinishtheprocedureatleast20minutesbeforecheck-in.Theservicefeeis2yuan.Peter:OK.Thenwhat?Clerk:Thenyoucanboardwiththereplacementticket.Notethatitcanbehandledonlyonce.Peter:Thankyouverymuch.Questions:WhenPeterenteredthestation,whatproblemdidheencounter?Supposeyouarethestationclerk,howdoyouhelpPetersolvetheproblem?Whatdoesastationclerkpayattentiontowhenhe/shehelppassengerbuyreplacementticket?Situation:Peterlosthisticket.Histrainisduetoleaveinanhour.Heisafraidthathecan’tgetonthetrain.Heisaskingforhelpattheinquiryoffice.PartBSampleDialoguesSusan:Excuseme,whereshouldIgetthehotwater?Clerk:Electricwater-heaterisoverthere.Pleasefollowme.Hereitis.Susan:ButIdon’tknowhowtouseit.Clerk:Justpresstheredbutton.Thewaterishot,becareful.Susan:What’swrong?Ican’tgetanywater.Clerk:Sorry,it'sbroken.Pleaseusetheoppositeone.StationElectricWaterHeaterSample2Questions:1.WhenSusanenteredthestation,whatproblemdidsheencounter?2.Supposeyouaretheclerk,howdoyouhelpSusansolvetheproblem?3.Whatdoesaclerkpayattentiontowhenhelpingapassengergethotwater?Situation:Susandoesn’tknowwheretogetthehotwater,andsheisaskingthestationclerkforhelp.PartBSampleDialoguesSituation:Sallywantstobuyahigh-speedtrainticket,butshedoesn’tknowwheretheticketvendingmachineis.Sally:Excuseme,I’dliketobuyahigh-speedtrainticket.Butwhereistheticketvendingmachine?Clerk:Gostraightinthisdirection.Turnleftwhenyoucometothestationhall.It’snexttotheelevator.Sally:Thankyouverymuch.Bytheway,shouldItakemyIDcard?Clerk:Yes,second-generationIDcard.Sally:OK,thanks.Iwanttotakeahigh-speedtrainfromNanjingtoHangzhou.WhichtrainshallItake?Clerk:G7625.Itleavesat6:50.Thereis20minutesleft.Ifyouwanttotakethistrain,youshouldhurryup.Sally:Thankyouverymuch.Clerk:Youarewelcome.Sample3Questions:WhenSallyenteredthestation,whatproblemdidsheencounter?Supposeyouarethestationclerk,howdoyouhelpSallysolvetheproblem?Whatdoesastationclerkpayattentiontowhenhe/shehelppassengerfindtheticketvendingmachine?PartCTrainingItemsItemOne:RolePlayWorkinpairs:oneaspassenger,oneasstationclerk.Practicethedialoguescenarioswejustlearned.ItemTwo:GroupResearchResearchotheremergencysituationsatinquiryoffice.Createandpresentanewdialogueinclass.LearningObjectives:Consolidatevocabularyandsentencestructuresthroughpracticalapplicationandcreativethinking.UsefulWordsandExpressionsreal-nameticket实名车票replacementticket补票replacementprocedure补票手续servicefee手续费railwaystaff铁路工作人员stationclerk车站工作人员electricwater-heater电热水炉ticketvendingmachine自动售票机inquiryoffice问讯处elevator电梯ticketagency代理售票处depart发车temporarily临时地check-in检票expresstrain特快列车stationhall车站大厅掌握这些核心词汇，提升专业服务能力UsefulSentencesStationClerk(Offeringservices)1.Goodmorning/afternoon/evening!CanIhelpyou?2.Apassengerwholosthis/herreal-nameticketcangototheticketofficetobuyareplacementticket.3.Youshouldfinishthereplacementprocedureatleast20minutesbeforetheystopcheck-in.4.Electricwater-heaterisoverthere.Justpresstheredbuttonandherecomesthewater.5.Gostraightinthisdirection.Turnrightwhenyoucometothestationhall.It’snexttotheelevator.Passenger(Commoninquiries)1.Ilostmyticket.Idon’tknowwhatIshoulddo.2.Excuseme,wherecanIgetthehotwater?3.What’sthematterwiththiselectricwater-heater?4.Excuseme,isthistheinquiryoffice?5.Excuseme,I’dliketobuyahigh-speedtrainticket.Butwhereistheticketvendingmachine?Tip:Practicethesesentencesinpairstoimproveyourcommunicationskillsatthestation.PartDEvaluationAppearance10%BodyLanguage-10%LinguisticCompetence40%Content-15%Expression-15%Fluency-5%Accuracy-5%Knowledge20%RelatedKnowledge-10%ReadytoServe-10%ProblemSolving20%QuicktoRespond-10%QuicktoSolve-10%Teamwork20%Participation-3%Interaction-2%Materials-5%EvaluationFocus:Comprehensiveassessmentcoveringprofessionalconduct,linguisticproficiency,subjectexpertise,practicalproblem-solvingcapabilities,andcollaborativeteamwork.II.CaseDiscussion案例讨论CaseScenario情景模拟David’sfirsttimetakinghigh-speedtrain.Ticketboughtbyfriend,lostafterenteringstation.Littletimeleftbeforeboarding.DiscussionQuestion讨论问题Ifyouwerethestationclerk,howwouldyouhandlethesituation?Pleaseconsiderpossiblesolutions.GroupActivity:Discussinteamsof4for10minutesIII.PracticalTips小贴士PhysicalEnquiryOfficesCommoninpublicserviceareassuchashospitals,railwaystations,andairportsforface-to-facehelp.TelephoneInformationDesks(China)Serviceslike“114”and“12580”providesimilarenquiryfunctionsoverthephone.KeyTakeaway:Enquiryservicesaredesignedtoassistthepublicefficiently.Knowingwheretofindthem(in-personorviaphone)cansavetimeandreducestress.IV.Exercises练习TranslatethefollowingChineseintoEnglish您可以在中国火车站的任何售票窗口买到车票。候车室里有饮水机，您可以免费取水。您的车票丢了，需要补票。顺便问一下，这趟车什么时候到达重庆？售票处在候车室的西侧。TranslatethefollowingEnglishintoChineseIwanttotakethehigh-speedtrainfromHengyangtoGuangzhou.Youcanbookaticketbytelephone,onlineorataticketagency.IstheIDcardtheonlydocumenttobuyhigh-speedtrainticket?Theexpresstrainwillnotstopatyourdestinationstation.Pleaserefertoourofficialwebsiteformoredetails.Practicemakesperfect.熟能生巧。Exercises-ChinesetoEnglish

您可以在中国火车站的任何售票窗口买到车票。1.YoucanbuyaticketatanyticketwindowatarailwaystationinChina.2.候车室里有饮水机，您可以免费取水。2.Thereisanelectricwater-heaterinthewaitingroom,andyoucangetwaterforfree.3.您的车票丢了，需要补票。3.Ifyouloseyourticket,youwillneedtobuyareplacementticket.Exercises-ChinesetoEnglish

4.顺便问一下，这趟车什么时候到达重庆？4.Bytheway,whendoesthistrainarriveinChongqing?5.售票处在候车室的西侧。5.Theticketofficeisonthewestsideofthewaitingroom.Exercises-EnglishtoChineseIwanttotakethehigh-speedtrainfromHengyangtoGuangzhou.1.我想乘坐从衡阳到广州的高铁。2.Youcanbookaticketbytelephone,onlineorataticketagency.2.您可以通过电话、网络或代售点预订车票。3.IstheIDcardtheonlydocumenttobuyhigh-speedtrainticket?3.购买高铁票的证件只有身份证吗？Exercises-EnglishtoChinese4.Theexpresstrainwillnotstopatyourdestinationstation.4.这趟特快列车不在您的目的地车站停靠。5.Pleaserefertoourofficialwebsiteformoredetails.5.更多详情请查阅我们的官方网站。V.Summary总结EnquiryServicesLearntoofferprofessionalenquiryservicesatthestation.Rules&RegulationsBefamiliarwithrailwayoperationstandardsandrules.EmergencySkillsDevelopcommunicationskillsforhandlingemergencies.ProfessionalAttitudeMaintaineyecontact,warmsmile,politenessandeloquence.“ServicewithaSmile”Professionalism&WarmthThankYouTask2TicketService

票务PartIStationService车站服务CONTENTSTrainingObjectives培训目标Leadin导入SampleDialogues情景对话Words&Sentences实用词汇与句型Evaluation评估标准CaseDiscussion案例讨论PracticalTips实用小贴士Exercises练习Summary总结TrainingObjectivesBeabletotellpassengershowtobuytrainticketsattheticketwindowinEnglish.BeabletotellpassengershowtorefundticketsinEnglish.BeabletotellpassengershowtorebookticketsinEnglish.PracticalServiceScenarioTraining实训任务PartALead-inTask:WritedowntheinformationoftrainticketinEnglish.1.DepartureStation2.DepartureDate&Time3.TicketPrice4.IDcardNo.5.TrainNo.6.ArrivalStation7.SeatNo.8.SecondClassSeat9.QRCode/QuickResponseCodePartBSampleDialoguesSample1Clerk:Goodmorning!WhatcanIdoforyou?Edward:Hello!IwanttobooktwoberthticketsforthetraintoBeijingat8pm.Clerk:Iwillcheck.(twominuteslater).Sorry,theticketsofthattimehavebeensoldout?Wouldyoulikeothertime?Edward:Iwouldliketohavetwonon-stopticketsforBeijing.Clerk:Non-stopticketsaresoldout.Thelastdirecttrainhasalreadyleft.Edward:WhattimedoesthelasttrainleaveforBeijing?Clerk:At9p.m.Sir,thisisourtainschedule.Wehaveanexpresstraineverymorningoranovernighttrainat9pm.OryoucanjusttakethetraintoTianjin,andthentakeintercitytraintoBeijingthere.TheintercitytraingoesbetweenBeijingandTianjinatintervalofroughly20minutes.Edward:Really?Thatsoundsgood.Thanksforyouradvice.Clerk:Notatall.Questions:WhichkindofticketwouldEdwardliketobuy?Supposeyouaretheticketclerk,howdoyouhelpEdwardsolvetheproblem?WhatsuggestiondidtheticketclerkgivetoEdward?Situation:EdwardisbuyingticketsforBeijingattherailwayticketoffice.Heisaskingforhelpattheticketoffice.PartBSampleDialoguesAron:Excuseme,Iwanttoapplyforrefundofticketbecauseofemergency.Ican’tcatchthetrainforShenzhen.MayIobtainarefundformyticket?Thisticketisvalidfordateofissueonly.StationClerk:Don’tworry.Passengersmayrefundtheirticketsatanyrailwaystationbeforedeparture.Whenisthetrainduetoleave?Aron:Well.At17:05tomorrowafternoon.StationClerk:Oh,Thereare16hoursbeforethetrain’sdeparturetimeandyoucangettherefundforhim.Butaccordingtotheregulation,youhavetopayarefundservicecharge.Aron:OK.Noproblem.Howmuchisthefee?StationClerk:It’s20%oftheticketfareiftherefundiscompletedwithin24hoursbeforedeparture.Accordingtothepriceoftheticketyouowned,youshouldpay129.8yuan.Aron:Hereisthemoney.Thankyou.StationClerk:Youarewelcome.Sample2Questions:1.WhatdoesAronapplyforandwhy?2.Supposeyouarethestationclerk,howdoyouhelpAronsolvetheproblem?3.Howmuchistheservicechargefortherefund?Situation:Aronishurryingtotheticketrefundwindowattherailwaystationduetoanemergencyandaskstheclerkforhelp.PartBSampleDialoguesSituation:Sally’strainhadalreadyleftwhenhearrivedathigh-speedtrainstation.Heisrebookinghisticketattherebook&refundwindowofhigh-speedtrainstation.Sally:Excuseme,TrainG6020hadalreadyleftwhenIarrivedatthestation.CanIrebookmyticket?TicketAgent:Accordingtothelatestregulation,youcanrebooktheticketbeforemidnight(24:00)onthesameday.Showmeyourticket,please.Sally:Sorry,Iwasinahurry,therewasnotimeformetocollectmyticket.TicketAgent:OK,pleaseshowmeyourIDcard.Sally:Hereyouare.TicketAgent:Whichtrainwouldyouliketotake?Sally:IwanttotakeTrainG1128forChangsha.Itleavesat17:07.TicketAgent:Letmecheck,Sorry,therearenoticketsavailableforthistrain.Howaboutsomeothertrains?G1130?Itleavesat17:37.Sally:That’sallright.DoIhavetopayextrafeeforthenewticket?TicketAgent:No,there’snocharge.Sally:OK,rebookthisticketforme,please.TicketAgent:Hereyouare.TrainG1130,itleavesat17:37.Sally:Thankyou.TicketAgent:Youarewelcome.Sample3Questions:WhathappenedwhenSallyarrivedatthestation?Cansherebooktheticket?Supposeyouarethestationclerk,howdoyouhelpSallysolvetheproblem?DoesSallyhavetopayextrafeeforthenewticket?PartCTrainingItemsItemOne:RolePlayWorkinpairsfortheroleplay.Oneactsasapassengerandtheotherasaticketagenttosimulatetheservicescenario.ItemTwo:GroupResearchWorkingroups.Divideclassintoseveralgroups.SurftheInternettofindinformationaboutothersituationmayoccurattheticketoffice.Theneachgroupshouldselectonepairtopresenttheirtopicwithadialoguetotheclass.LearningObjectives:Consolidatevocabularyandsentencestructuresthroughpracticalapplicationandcreativethinking.UsefulWordsandExpressionsticketagent(售票员)second-classseat(二等座)windowseat(靠窗座位)fullfare(全价票)one-wayticket(单程票)round-tripticket(往返票)trainnumber(车次)refund(退款)refundservicecharge(退票手续费)rebookandrefundwindow(改签和退票窗口)extrafee(额外费用)Tip:Practicethesetermsinrole-playscenarios.UsefulSentencesStationClerk(Offeringservices)TheofficialticketbookingwebsiteisWhichkindofticketwouldyouliketobuy?Youcanselectthedestinationstationandchoosedeparturedate.Passengersmayrefundtheirticketsatanyrailwaystationbeforedeparture.Accordingtotheregulation,youhavetopayarefundservicecharge.Therefundservicechargeis20%oftheticketfareiftherefundiscompletedwithin24hoursbeforedeparture.5.Gostraightinthisdirection.Turnrightwhenyoucometothestationhall.It’snexttotheelevator.Passenger(Commoninquiries)Excuseme,Iwanttorebook/changemyticket.DoIhavetopayextrafeeforthenewticket?CanIgetarefundformyticket?I’dliketobuyahigh-speedtrainticketforGuangzhoutomorrow.CanIusemybankcardtobuytheticket?Tip:Practicethesesentencesinpairstoimproveyourcommunicationskillsatthestation.PartDEvaluationAppearance10%BodyLanguage-10%LinguisticCompetence40%Content-15%Expression-15%Fluency-5%Accuracy-5%Knowledge20%RelatedKnowledge-10%ReadytoServe-10%ProblemSolving20%QuicktoRespond-10%QuicktoSolve-10%Teamwork20%Participation-3%Interaction-2%Materials-5%EvaluationFocus:Comprehensiveassessmentcoveringprofessionalconduct,linguisticproficiency,subjectexpertise,practicalproblem-solvingcapabilities,andcollaborativeteamwork.II.CaseDiscussion案例讨论CaseScenario情景模拟Lily’shusbandboughtahigh-speedrailwayticketforBeijingtomorrow,butsomethingunexpectedhashappened,sohewantstoapplyforarefundofhisticket.HiswifeLilyisapplyingforarefundofticketforherhusbandattherefundwindowoftherailwaystation.DiscussionQuestion讨论问题Ifyouwerethestationclerk,howwouldyouhandlethesituation?Pleaseconsiderpossiblesolutions.GroupActivity:Discussinteamsof4for10minutesPracticalTipsTipsforTicketServiceOnNov.23,2017,WeChatPaywasputintotrialoperationat.PassengerswithWeChatPayaccountsmaychoosethisoptionwhenbuyingticketsonlineorviamobileclient.Additionally,WeChat’s“ScantoPay”isalsoavailableatticketofficesandself-servicemachinesinmajorcities.WeChatPayIntegrationKeyTakeaway:EnhancepassengerexperiencebyguidingthemtousetheconvenientWeChatPayoptionsavailablebothonlineandofflineatrailwaystations.IV.Exercises练习TranslatethefollowingChineseintoEnglish1.中国火车票在高峰期很难购买，如黄金周和春节。2.寒暑假期间学生票才能打7.5折。3.如果在距离发车时间48小时以上完成退票手续，退票手续费为票价的5%。4.根据最新规定，您可以在当日24点前改签。5.您可以在自动售票机上购票。TranslatethefollowingEnglishintoChineseOnlyChineseMainlandSecondGenerationIDCardcanbeusedtobuyticketsfromTVM.YoucanuseChineseMainlandIDCard,passport,MainlandTravelPermitforHongKong,MacauandTaiwanpassengerstobuyticketsattheticketofficeorattheofficialticketbookingwebsitewiththesecertificates.Theworkingtimeof7:00a.m.-23:00p.m.Youcanpayincash,orbyUnionpayCardwhenbuyingticketsfromTVM.Youmayrefundyourticketatanyrailwaystationbeforedeparture.Ifthetrainhasleft,youcan’trefundbutrebooktheticket.Practicemak