《轨道交通英语口语实训教程》课件 2-2 Dining Car Servive 餐车服务、2-3 Emergency Handling Service 应急服务

Task2DiningCarService

餐车服务PartIITrainService列车服务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TrainingObjectivesBeabletotakeordersforpassengersinEnglish.BeabletowaitonpassengersinthediningcarinEnglish.

BeabletorenderserviceswhenpassengerspaytheirbillsinEnglish.Training实训任务PartALead-inWorkingasatrainattendant,doyouknowhowtooffertableservicesindiningcar?Writedownthecommonrequirementsofpassengersinthediningcar.GroupDiscussionActivity:Pleasediscussingroups.Thinkaboutpossiblescenariosandbrainstormsolutions.PartBSampleDialoguesSample1Attendant:

Goodmorning,sir.Doyoumindsharingatable?David:Certainlynot.Whatdoyouhavetoday?Pleaserecommendmesomethingdelicious.Attendant:Hereisthemenu.David:Well,letmehavealook.Iwantsweetandsourfishandscrambledeggs.Attendant:Yes,sweetandsourfishandscrambledeggs.Willyoutakesomesoup?David:Slicedchickensoup.Attendant:

Whatkindofdrinksdoyouprefer?David:I’dliketohaveabeer.Attendant:

Yes,abeer.Anythingelse?David:No,thankyou.Questions:DidDavidmindsharingatablewithothers?WhatkindoffooddidDavidhave?WhatkindofdrinkdidDavidhave?Situation:Davidiswaitingforordering.PartBSampleDialoguesSusan:Excuseme,doyouservemealsonthetrain?Attendant:I’msorry.Wedon’tprovidemeals.Butwehavesnacksanddrinksinthediningcar.Ihopeyouwilllikethem.Susan:Excuseme,whatdoyouoffertoday?Attendant:Pleasehavealook.Therearecakes,hotdrinks,colddrinksandotherbeverages.Susan:

I’dliketohaveabeer.Attendant:Howmanybottleswouldyoulike?Susan:2bottles,please.Howmucharethey?Attendant:30yuan.Pleaseenjoyyourself.Susan:Doyouacceptforeigncurrency?Attendant:Sorry,wedon’t.Susan:OK.Hereis30yuan.ThankyouverymuchAttendant:It’smypleasuretoserveyouandwelcometotakeourtrainagain.Sample2Questions:1.Whatdotheyserveinthediningcaronthistrain?2.Howmuchisabottleofbeer?3.Isforeigncurrencyacceptedontrain?Situation:Theattendantisservingthedishes.PartBSampleDialoguesSituation:Davidispayingthebill,butthereisamistakewithit.David:Waiter,check,please.Attendant:

Certainly,sir.Justamoment,please.(Returnsoon)Hereisyourbill,sir.ThetotalisRMB160yuan.David:(Examiningthebill)Well,what’sthisfor?Attendant:Thischargeisforoneboxofmilk.David:

Ididn’torderthat.Youmustbemistaken.Attendant:I’msorry,sir.Justamoment,please.I’llcheckitforyou,sir.David:

Allright.Idon’tmindwaiting.Attendant:

(Comeback)I’mterriblysorry,sir.Wemighthavechargedthebilltothewrongtablebymistake.I’vecorrectedit.ThetotalshouldbeRMB135yuan.Wouldyoupleasecheckit,sir?David:

Youshouldbemorecareful.Attendant:

Yes,sir.Pleaseacceptmyapology.David:

That’sallright.Here’s150yuan.Attendant:

Thankyou,sir.Haveaniceevening.Sample3Questions:Dothepassengersneedtopaybeforehavingthefood?Whatistheproblemwiththebill?3,Supposeyouaretheattendant,howdoyouhelpDavidsolvetheproblem?PartCTrainingItemsItemOne:RolePlayWorkinpairsfortheroleplay.Oneactsasapassengerandtheotherasadiningcarattendant.ItemTwo:GroupResearchWorkingroups.Divideclassintoseveralgroups.SurftheInternettoproduceotherconversationsmayoccurinthediningcar.Theneachgroupshouldselectonepairtopresenttheirtopicwithadialoguetotheclass.LearningObjectives:Consolidatevocabularyandsentencestructuresthroughpracticalapplicationandcreativethinking.UsefulWordsandExpressionsshare分享；分摊recommend推荐；劝告；使受欢迎；托付scramble炒（蛋）snack快餐，点心beverage饮料foreigncurrency外币charge费用；掌管；指控；收（费）；承担apology道歉；辩护UsefulSentencesDiningCarAttendant(Offeringservices)1.Goodmorning/afternoon/evening!CanIhelpyou?2.CanItakeyourorder?3.Doyoumindsharingatable?4.Whatkindofdrinksdoyouprefer?5.Howmanybottleswouldyoulike?6.ThetotalshouldbeRMB135yuan.Passenger(Commoninquiries)1.Whatdoyouhavetoday?Pleaserecommendmesomethingdelicious.2.Yes,please3.Notatall4.I’dliketohaveabeer.5.Two,please.6.Hereisthemoney.Tip:Practicethesesentencesinpairstoimproveyourcommunicationskillsatthestation.PartDEvaluationAppearance10%BodyLanguage-10%LinguisticCompetence40%Content-15%Expression-15%Fluency-5%Accuracy-5%ProfessionalKnowledgeandSkills20%RelatedKnowledge-10%ReadytoServe-10%ProblemSolvingSkills20%QuicktoRespond-10%QuicktoSolve-10%TeamworkSkills20%Participation-3%Interaction-2%Materials-5%EvaluationFocus:Comprehensiveassessmentcoveringprofessionalconduct,linguisticproficiency,subjectexpertise,practicalproblem-solvingcapabilities,andcollaborativeteamwork.II.CaseDiscussion案例讨论CaseScenario情景模拟Lilyhasheardofthetake-outfoodonhigh-speedtrain,andshewantstotrysomethingdifferentforlunch.DiscussionQuestion讨论问题Ifyouareahigh-speedtrainattendant,howwouldyouhelpLily?GroupActivity:Discussinteamsof4for10minutesIII.PracticalTips小贴士WhereistheDiningCarofHigh-SpeedTrain?LongTrainUsuallyatCarriageNo.9(orNo.8)ShortTrainUsuallyatCarriageNo.5(orNo.6)DoubleShortTrainsUsuallyatNo.5&No.13(orNo.6&No.14)Tips:Ifyouareunsure,youcanalsochecktheelectronicdisplayinthecarriageoraskthetrainattendant.IV.Exercises练习TranslatethefollowingChineseintoEnglish请问您有什么需要？我们也提供零食、水果和饮料。列车的餐车在8号车厢，您可以去那里用餐。我们不接受外币。这是您的账单，一共90元。TranslatethefollowingEnglishintoChineseWhatdoyouoffertoday?Whatkindofdrinksdoyouprefer?Pleaseenjoyyourself.CanIhavethebill,please?Hereisyourchangeandkeepyourreceipt.Practicemakesperfect.熟能生巧。Exercises-ChinesetoEnglish

1.请问您有什么需要？1.WhatcanIdoforyou?2.我们也提供零食、水果和饮料。2.Wealsooffersnacks,fruit,andbeverages.3.列车的餐车在8号车厢，您可以去那里用餐。3.ThediningcarisonCarriageNo.8andyoucangotheretohaveyourmeal.Exercises-ChinesetoEnglish

4.我们不接受外币。4.wecan’tacceptforeigncurrency.5.这是您的账单，一共90元。5.Hereisyourbill.Thetotalis90yuan.Exercises-EnglishtoChineseWhatdoyouoffertoday?1.你们今天供应什么？2.Whatkindofdrinksdoyouprefer?2.您想要什么饮料？3.Pleaseenjoyyourself.3.请慢用。Exercises-EnglishtoChinese4.CanIhavethebill,please?4.请问可以给我账单吗？5.Hereisyourchangeandkeepyourreceipt.5.这是找给您的钱，收据请拿好。V.Summary总结DiningCarServiceLearnedhowtoofferservicesindiningcarontrain,focusingonprofessionalprocedures.ProductKnowledgeMustbefamiliarwithnamesofdishes,snacks,anddrinksprovidedontrain.CommunicationSkillsDevelopskillsforhelpingpassengersorderandpayefficientlyandpolitely.ProfessionalQualitiesMaintaineyecontact,warmsmile,politeness,eloquence,andknowledge.KeyTakeaway:Masteryoftheseskillsensuresahigh-qualityexperienceforpassengersandreflectstheprofessionalismoftherailwayserviceteam.V.Summary总结EnquiryServicesLearntoofferprofessionalenquiryservicesatthestation.Rules&RegulationsBefamiliarwithrailwayoperationstandardsandrules.EmergencySkillsDevelopcommunicationskillsforhandlingemergencies.ProfessionalAttitudeMaintaineyecontact,warmsmile,politenessandeloquence.“ServicewithaSmile”Professionalism&WarmthThankYouTask3EmergencyHandlingService

应急服务PartIITrainService列车服务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TrainingObjectivesBeabletohelpdisabledpassengersorpassengerswhocannotwalktoomuchinEnglish.BeabletohelppassengerstofindkidsorrelativeswhogetlostinEnglish.

BeabletohelpandtakecareofsickpassengersinEnglish.Training实训任务PartALead-inWorkingasaclerk,doyouknowhowtohelppassengersdealwithallkindsofemergencysituationonthetrain?Writedowntheemergencysituationandcorrespondingsolutions.GroupDiscussionActivity:Pleasediscussingroups.Thinkaboutpossiblescenariosandbrainstormsolutions.PartBSampleDialoguesSample1Mark:Excuseme.Couldyoudomeafavor?Clerk:Ofcourse.WhatcanIdoforyou?Mark:Icannotwalktoomuch.What’smore,Ifeelalittledizzyandveryttired.CouldyoupleasegetmeawheelchairwhenIgettothestation?Clerk:Noproblem.I’llarrangeawheelchairforyou.Thewheelchairwillbewaitingforyouontheplatform.Mark:Thankyou.It'sveryconvenient!Bytheway,whereistheaccessiblelift?Clerk:Sir,pleasewaitformeoutsidethiscarriageafterwegettothestation.I’lltakeyoutotheaccessiblelift.Mark:Great!Thankyouforyourhelp.Clerk:Mypleasure,Pleaseleaveusyourcarriagenumberandcontactnumber.Mark:Carriage16.Wewillgetoffthetrainfromthefrontdoorofcarriage16.Clerk:Ok,Carriage16.seeyousoon.Mark:Seeyousoon.Questions:WhenMarkonthetrain,whatproblemdidheencounter?Supposeyouaretheclerk,howdoyouhelpMarksolvetheproblem?Whatdoesaclerkpayattentiontowhenhe/shehelpspassengerarrangeawheelchair?Situation:Markcannotwalktoomuchandfeelsverytired.Markisinquiringwhethertheycangetawheelchairwhentheygettothestation.PartBSampleDialoguesLily:Iamsorrytointerruptyou.Couldyoudomeafavor?Clerk:Sure.Whatiswrongwithyou?Lily:Ican’tfindmyson.My4-year-oldsonAndyislost.WhatshouldIdo?Clerk:Pleasedon’tworry.Icanhelpyoufindyoursonbybroadcastinganannouncement.Pleasewritedowntheboy’sname,yourownname,contactnumberandyourcarriagenumber,Aboveall,Whatarecharacteristicsofyourson.Forexample:Whatishewearing

today?Lily:Ok,Heisfouryearsold.Heiswearingablueshirtandjeans.Letmewritedowntheinformationonthepaper.Clerk:Ok.Madam,I’llmakeanannouncementtolookforyourchild.Iwillinformyouassoonaswehaveanynews.Lily:Thankyou.Waitamoment….(Dearpassengers,nowwearelookingforafour–yearoldlittleboynamedAndywholostfromherfamily.Theboy,withablueskirtandjeans.PleasetaketheboytocarNo.6ifyoumeethim.HermotheriswaitingforhimincarNo.6.)Lily:Thankyouverymuch.Clerk:IbelieveyouwillseeyoursonsoonLily:Ihopeso.Thankyouforyourhelp.Clerk:It’smypleasure.Sample2Questions:1.WhenLilyonthetrain,whatproblemdidsheencounter?2.Supposeyouaretheclerk,howdoyouhelpLilysolvetheproblem?3.Whatdoesaclerkpayattentiontowhenhe/shehelpspassengerfindherchild?Situation:Lilyisstunnedandanxious,becauseher4-year-oldsonislost.Sheisaskingaclerkforhelp.PartBSampleDialoguesSituation:Jennylooksratherpale,shehaveafeverandaheadacheonthetrain,aclerkistakingcareofher.Clerk:Excuseme,Isthereanythingwrongwithyou?Jenny:Yes,Ihaveafeverandaheadache.Isthereanydoctoronthetrain?Clerk:Iamsorry.Thereisnodoctoronthetrain.Wehavesomemedicine.Howlonghaveyoubeenfeelinglikethis?Jenny:30minutesago.IthinkIcatchabadcold.Doyouhavesomemedicineforcold?Clerk:Yes,wehave.I’lltakesomemedicineandwaterforyou.Jenny:Thanksforyourexcellentservice.Clerk:Itwasmypleasure.Sample3Questions:1.WhenJennyonthetrain,whatproblemdidsheencounter?2.Supposeyouarethestationclerk,howdoyouhelpJennysolvetheproblem?3.Whatdoesastationclerkpayattentiontowhenhe/shehelpssickpassenger?PartCTrainingItemsItemOne:RolePlayWorkinpairsfortheroleplay.Oneactsasapassengerandtheotherasaclerk.ItemTwo:GroupResearchWorkingroups.Divideclassintoseveralgroups.SurftheInternettofindinformationaboutotheremergencysituationmayoccuronthetrain.Theneachgroupshouldselectonepairtopresenttheirtopicwithadialoguetotheclass.LearningObjectives:Consolidatevocabularyandsentencestructuresthroughpracticalapplicationandcreativethinking.UsefulWordsandExpressionsEmergencyService

应急服务wheelchair

轮椅accessiblelift

无障碍电梯accessibletoilet

无障碍厕所broadcast

广播characteristics

特征temporarystop

临时停车have/runafever

发烧stretcher

担架ambulance

救护车faint

晕倒first-aidbox

急救箱getscald

烫伤fireextinguisher

灭火器Emergencyhandbrake

紧急制动手柄Emergencyhammer

应急锤Emergencyescapewindow

紧急逃生窗UsefulSentencesStationClerk-OfferingServices1.Goodmorning!CanIhelpyou?2.I’llarrangeawheelchairforyou.3.Pleasewaitformeoutsidethiscarriageafterwegettothestation.I’lltakeyoutotheaccessiblelift.4.Pleaseleaveusyourcarriagenumberandcontactnumber.5.Icanhelpyoufindyoursonbybroadcastinganannouncement.6.Whatarethecharacteristicsofyourson.Forexample:Whatisshewearing

today?Passenger(Commoninquiries)1.Excuseme.Couldyoudomeafavor?2.Couldyoupleasegetusawheelchairwhenwegettothestation?3.Couldyoutellmetheclosestexit?4.Ican’tfindmyson.My4-year-oldsonAndyislost.WhatshouldIdo?5.Letmewritedowntheinformationonthepaper.6.Ihaveafeverandaheadache.7.Isthereanydoctoronthetrain?8.Doyouhavesomemedicineforcold?Tip:Practicethesesentencesinpairstoimproveyourcommunicationskillsatthestation.UsefulSentencesStationClerk-OfferingServices7.I’llmakeanannouncementtolookforyourchild.Iwillinformyouassoonaswehaveanynews.8.Dearpassengers,nowwearelookingforafour–yearoldlittleboynamedAndywholostfromhisfamily.Theboy,withablueshirtandjeans.PleasetaketheboytocarNo.6ifyoumeethim.HismotheriswaitingforhimincarNo.6.9.Excuseme,Isthereanythingwrongwithyou?10.Wehavesomemedicine.Howlonghaveyoubeenfeelinglikethis?11.I’lltakesomemedicineandwaterforyou.Passenger(Commoninquiries)1.Excuseme.Couldyoudomeafavor?2.Couldyoupleasegetusawheelchairwhenwegettothestation?3.Couldyoutellmetheclosestexit?4.Ican’tfindmyson.My4-year-oldsonAndyislost.WhatshouldIdo?5.Letmewritedowntheinformationonthepaper.6.Ihaveafeverandaheadache.7.Isthereanydoctoronthetrain?8.Doyouhavesomemedicineforcold?Tip:Practicethesesentencesinpairstoimproveyourcommunicationskillsatthestation.PartDEvaluationAppearance10%BodyLanguage-10%LinguisticCompetence40%Content-15%Expression-15%Fluency-5%Accuracy-5%ProfessionalKnowledgeandSkills20%RelatedKnowledge-10%ReadytoServe-10%ProblemSolvingSkills20%QuicktoRespond-10%QuicktoSolve-10%TeamworkSkills20%Participation-3%Interaction-2%Materials-5%EvaluationFocus:Comprehensiveassessmentcoveringprofessionalconduct,linguisticproficiency,subjectexpertise,practicalproblem-solvingcapabilities,andcollaborativeteamwork.II.CaseDiscussion案例讨论CaseScenario情景模拟Steven’sgrandfather-Jasonsuddenlyslippedandsprainedhisankleonthetrain.Hisfootisbadlyswollen,sohecanhardlywalknow.Heneedssomemedicinenowandneedshelpwhenhereachesthestation.DiscussionQuestion讨论问题Ifyouaretheclerk,howwouldyouhandlethesituation?GroupActivity:Discussinteamsof4for10minutesIII.PracticalTips小贴士WhereistheDiningCarofHigh-SpeedTrain?LongTrainUsuallyatCarriageNo.9(orNo.8)ShortTrainUsuallyatCarriageNo.5(orNo.6)DoubleShortTrainsUsuallyatNo.5&No.13(orNo.6&No.14)Tips:Ifyouareunsure,youcanalsochecktheelectronicdisplayinthecarriageoraskthetrainattendant.III.PracticalTips小贴士MindtheDoor车门安全Donotpush,lean,orplacehandsonthedooredgeorcarriagejunctionstoavoidinjury.SafetyEquipment安全设备Donotmisusefireextinguishers,alarms,oremergencybrakeswithoutvalidreasons.CabAccess驾驶室规定Donotlingeraroundorenterthedriver'scabwithoutexplicitpermissionfromstaff.EmergencyWindow紧急破窗Inanemergency,usethehammertostriketheredpointtobreakthewindowafterstopping.EmergencyResponse

应急响应Staycalm,followstaffinstructions,andmaintainorder.Staffwillimplementemergencyplansimmediatelytoensurepassengersafety.IV.Exercises练习TranslatethefollowingChineseintoEnglish打扰一下，车上的无障碍厕所在哪节车厢?到站后，您随我来，我帮助您乘坐无障碍电梯出站。我的手提电脑落在餐车了，怎么办？

请留下您的联系方式，有消息我马上通知你。我们有些药，我去给您拿。亲爱的旅客朋友们

，现在广播找人。杰森先生，听到广播后请到6号车厢，你的朋友莎莉在这等你。TranslatethefollowingEnglishintoChinese1.Letmehelpyouwithyourbaggage.2.Icontactthestationstaffandaskthemtoarrangeawheelchairforyourfatheratonce.3.Inanemergency,pleasefollowthedirectionoftrainstaff.4.IgotscaldedmyhandwhenIfilledmycupwithhotwater,doyouhavemedicineforscald?5.Don’tworry,I’llfindyourfriendbybroadcastinganannouncement.Practicemakesperfect.熟能生巧。Exercises-ChinesetoEnglish

打扰一下，车上的无障碍厕所在哪节车厢?1.Excuseme,whichcarriageistheaccessibletoiletonthetrain?2.到站后，您随我来，我帮助您乘坐无障碍电梯出站。2.Pleasefollowmeafterarrival,Iwillhel