1、航空乘务英语,客舱会话,课程介绍,本课程介绍了机上最常用的服务用语与对话。通过对本课程的学习，使学员熟悉航空乘务工作的基本内容，并具有基本的英语沟通能力。本课程的培训程序是：主题介绍 (main instruction) 关键词汇 (key words)运用技巧 (using skill)分组讨论 (discussion)运用练习 (practice),Unit One: Boarding - Main Instruction,Unit One: BoardingKey Words,aboard aisle green-colored in the middle of boarding pas
2、s row indicate overhead compartment allow go through window seat,在（车）上，在（船）上 通道，过道 绿色的 在前面 登机牌 排，行 指示，显示 行李架（舱） 允许，承认 通过 靠窗的座位,Unit One: BoardingUsing Skill,greeting: The main purpose of greeting is to build up and maintain good relationship. find seat: make sure the seat number-explain ask others f
3、or help: must start the conversation politly. sentence pattern:Excuse me, Sir -Please -Thanks. - Youre welcome, Sir.May I -Excuse me, Could (would) you please -Please let us know if there is anything we can do for you.,Unit One: Boarding-Discussion,How would you greet the passengers when they board
4、the plane? A passengers seat number is 12A. How can you help him to find his seat? When passengers are boarding, one of them is blocking the way in the cabin. What do you say to him? Will passengers be able to change seats freely duing the flight?,Unit One: BoardingPractice,Unit Two: Seating- Main I
5、nstruction,Unit Two: Seating- Key Words,together window seat legroom restrict stretch balance,共同，一起 靠窗的座位 放脚空间, 踏脚处 限制 伸展 平衡,Unit Two: Seating- Using Skill,offer help: This is social behavior.Cabin attendants always offer help to their customers if they want to give good service.Those who accept hel
6、p may feel grateful and express their thanks. sentence pattern:Excuse me, I want to -. Can you help me to -?Ill - if -.too -to -Would you please -?Im sorry - .Im afraid that -.Thank you for -.,Unit Two: Seating- Discussion,When a passenger wants to change seat with others, how do you help him? When
7、a passenger wants to take a empty seat, what would you say? When a passenger take the wrong seat, what would you do?,Unit Two: Seating- Practice,Unit Three: Seating - Main Instruction,Unit Three: Seating- Key Words,instruction go over willing assistance enlist in case of available pull out manage co
8、mplicate properly in that case regulation evacuate upon signal,知识，用法说明书 仔细检查，复习 乐意的, 自愿的 帮助万一，假设 有用的，可用的 拉出 处理，应付，操纵 复杂 恰当的，适当的 在那种情况下 规章，规则 疏散，撤出 依附于，按照 信号,Unit Three: Seating- Using Skill,The seat beside the emergency exit: its very important to make sure that there is somebody can help the crew i
9、n case of emergency.They should do upon the crews instruction. sentence pattern:Excuse me, your seat is just beside -. Are you willing to offer the assistance -?Im not sure if I can -. Could you show me -?You are kindly requested to -.,Unit Three: Seating- Using Skill,Your seat is just beside the em
10、ergency exit，would you please help the crew to open this door when in the emergency situation？So please read this safety instruction now.您正好坐在紧急出口座位上，当发生紧急情况时，您是否愿意帮助机组成员打开这个出口？请您现在阅读一下出口座位须知卡。,Unit Two: Seating- Discussion,What would you say to the passenger whose seat is just beside the emergency
11、exit? What would you do if that passenger is not willing to help crew to do something? How would you do if the seat beside the emergency exit is empty?,Unit Three: Seating- Practice,Unit Four: Baggage - Main Instruction,Unit Four: Baggage- Key Words,allow block regulation emergency galley prepare,允许
12、，承认 防碍, 阻塞 规则, 规章, 调节, 校准 紧急情况, 突然事件 狭长船, 大型划船, 船上厨房 准备,Unit Four: Baggage- Using Skill,Ask for help：People may ask others for help when they are in trouble or in need, but before they do so, they must start the conversation politely. sentence pattern:Would you mind doning -?No, I dont mind.Im afrai
13、d we are not allowed to do -.Im afraid you cant do -.too - to -,Unit Four: Baggage- Discussion,When a passenger wants to put baggage in the galley, what would you say? A passenger,s bag is too big to put in the compartment or under the seat, how do you help him? A passenger leave the bag by the emer
14、gency exit, how would you do?,Unit Four: Baggage- Practice,Unit Five: Before Take-off - Main Instruction,Unit Five: Before Take-off - Key Words,champagne towel thirsty hang up closet certainly valuable wallet supplementary comfortable,香槟酒，香槟色 毛巾 口渴的，渴望的 挂断, 拖延, 把.挂起来 壁橱, 储藏室 的确, (口语)当然, 行 贵重的，有价值的 皮
15、夹，钱夹 增补物，辅助的 舒适的,Unit Five: Before Take-off - Using Skill,People ask for directions or locations when they are in a new place. It is important for flight attendants to make a good service before take-off, because its a good beginning of the flight. sentence pattern:Would you like -?That sounds a goo
16、d idea.Would that be all right?That would be fine, thank you.Would you like me to do - for you?,Unit Five: Before Take-off - Discussion,What kind of service should we offer to the passengers before take off? A passenger with a baby doesnt know how to fasten her seat belt. What would you day to help
17、her? A passenger asks something to drink before take off, what would you say?,Unit Five: Before Take-off-Practice,Unit Six: Before Take-off - Main Instruction,Unit Six: Before Take-off - Key Words,reach cruise altitude journal electronic equipment interfere navigation cigarette immediately forbid ch
18、ewing gum,到达，达到 巡游，巡航 高度 定期刊物, 杂志 电子的 设备 妨碍，干扰 领航，导航 香烟 立刻，马上 禁止，不许 口香糖,Unit Six: Before Take-off - Using Skill,There are sth. can not be done in the airplane. The flight attendants should ask the passengers not to do sth,sometimes. But they should be politely, and explain the reason as possible as
19、they can. sentence pattern:-You will have to do sth. until -Would you like to do -Im afraid we dont have that on board.-You are not allowed to do sth.-It might interfere with sth.,Unit Six: Before Take-off - Discussion,The plane is going to take off, but a passenger wants to go to the lavatory. What
20、 would you say to him? A passenger is using his mobile phone prior to take-off. How do you stop him? A passenger is smoking in the cabin, how do you stop him? How do you offer the newspaper to the passengers?,Unit Six: Before Take-off-Practice,Unit Seven: Drink Service - Main Instruction,Unit Seven:
21、Drink Service - Key Words,available mineral prefer plain straight coffee cocktail chaser instead,可利用的, 有用的 狂舞，矿石 更喜欢，宁愿 简单的，平常的 纯咖啡 鸡尾酒 烈酒后饮品 代替,Unit Seven: Drink Service - Using Skill,When people face choices, they need to know more about the things. Its important to be familiar with a basic range
22、of drinks for the flight attendants. sentence pattern:-Would you like sth. to drink?-We have -.-How do you like your -?-Would you care for sth. to drink?-Im afraid we dont have that on board.,Unit Seven: Drink Service - Discussion,How do the cabin attendants tell the passengers what drinks available
23、? How do the cabin attendants serve the coffee to the passengers? How do the cabin attendants serve the cocktail to the passengers?,Unit Seven: Drink Service-Practice,Unit Eight: Meal Service - Main Instruction,Unit Eight : Meal Service - Key Words,set roast main course steak tasty hors doeuvre salm
24、on lobster delicacy typically,放，置 烤，烘 主菜 肉排，牛排 好吃的，可口的 (正餐前的)开胃食品 鲑鱼, 大马哈鱼 龙虾 美味佳肴 代表性地, 作为特色地,Unit Eight:Meal Service - Using Skill,People give advice to those who ask for it or seem to need it. There are various kinds of advice. Giving advice is helping. sentence pattern:- What would you like for
25、-?- Im afraid we are all out off sth.- Would you care for - ?- What kind of sth. do you have?- Id like to try -.- You ordered -, is that right?,Unit Eight:Meal Service - Using Skill,Taking advice and suggestions: - That would be very nice.- That would be a good idea.- That sounds good.- Id like that
26、 very much. Rejecting advice and suggestions:- I regret to say I cant accept your advice.- That would be very pleasant, but I cant -.- I dont think I will, but thank you all the same.- Well, Id rather not, if you dont mind.,Unit Eight: Meal Service - Discussion,Generally, what is the main dish on bo
27、ard? A passenger wants chicken for his main course, but actually there is no more chicken left in the galley. What would you say? When passengers are offered meals on board, beside the main dish, what else can they be served? If a cabin attendant wants to pass the tray to the passengers by the windo
28、w, who are out of her reach, what should she do?,Unit Eight: Meal Service - Practice,Unit Nine: Other Cabin Service - Main Instruction,Unit Nine: Other Cabin Service - Key Words,bassinet soil feed disturb grateful dizzy suffer airsickness tablet vomit thoughtful,婴儿摇篮 弄脏，变脏 喂 打扰 感激的，感谢的 (指人)晕眩的, 昏乱 遭
29、受, 经历, 忍受 晕机 药片 吐出, 呕吐 体贴的, 关切的,Unit Nine: Other Cabin Service - Using Skill,Infants are special passengers on board. The passengers with baby need more care. Its the best service to do sth. for the this kind of passengers before the ask for help. sentence pattern:- Ill be glad to.- Do you think -?-
30、 Would you like me to do -?- Will you be able to do -?- Did you order - for -?- If there is anything I can do for you, please let me know.- Ill help you with -.- Im feeling -.,Unit Nine: Other Cabin Service - Discussion,How the cabin attendant should do when the passenger with the baby is boarding?
31、When a passenger ask for the milk for her baby, what kind of things should cabin attendant should ask? When we can set up the bassinet? And when we should take down it? How can we take care of the passenger who is suffering from airsickness?,Unit Nine: Other Cabin Service - Practice,Unit Ten: Other
32、Cabin Service - Main Instruction,Unit Ten: Other Cabin Service - Key Words,headset pop music classical music folk music light clasic fill out immigration unaccompanied,耳机 流行音乐 古典音乐 民间音乐 轻音乐 填写 移民局 无伴侣的, 无随从的,Unit Ten: Other Cabin Service - Key Words,exceed tax-free limit in advance customs eardrop p
33、retty sure dafinitely itinerary description,超过 免税 限度，限制 提前 海关 耳环 非常确定 明确地，干脆地 旅程，旅行线路 描述,Unit Ten: Other Cabin Service - Using Skill,Passengers may be not familiar with the airplane. So when the cabin attendants introduce the facilities of the plane, they should be slowly and clearly. Describing per
34、sons or things is useful way of communication. The dedcription gives useful information to the other person. People often describe lost persons or things.,Unit Ten: Other Cabin Service - Using Skill,sentence pattern:- I enjoy doing -.- You will need it when you -. - Do you have - exceeding the duty-
35、free limit? - I seem to -.- Im sorry to hear that, madam.- When do you think you -?- Would you mind doing -?,Unit Ten: Other Cabin Service - Discussion,When a passenger tell you he lost sth. in the cabin, what should you do? How do the cabin attendants introduce the cabin facilities to the passenger
36、s, just like: seat back, reading light -? A paasenger has just filled out several forms. He asks:“When do I need these forms? Do I have to return them to you? ” What do you say?,Unit Ten: Other Cabin Service - Practice,Unit Eleven: Information - Main Instruction,Unit Eleven: Information - Key Words,
37、condition unfavorable fog lift perhaps local international Date Line complicated sightseeing recommend ancient,条件，环境 不宜的，不顺利的 雾 （云、雾等）消散 可能 当地的，地方的 国际日更线 复杂的, 难解的 观光 推荐，介绍 远古的，旧的,Unit Eleven: Information - Using Skill,People may ask for information almost everyday. Information about train schedules,
38、 flight schedules, weather conditions, and so on is frequently asked about. Asking for information has become one of the favorite topics of our daily conversations. sentence pattern:- Im sorry to tell you that -.- Whats the matter?- it is going to take sb. some time to do sth.,Unit Eleven: Informati
39、on - Discussion,When the passengers ask for the information about the weather of the destination, how would you answer them? How do you introduce the cities and some famous place to the passengers?,Unit Eleven: Information - Practice,Unit Twevel: Before Landing - Main Instruction,Unit Twevel: Before
40、 Landing - Key Words,tray table knob properly wonder connection pick up carousel baggage claim area public limousine cheap,小桌板 旋钮 适当地, 完全地 想知道、惊奇 连接 捡起, 获得 行李传送带 行李提取处 公众的 大型轿车，豪华轿车 便宜,Unit Twevel: Before Landing - Using Skill,Befor take-off and landing, the cabin attendants should carry out the saf
41、ety procedure. They should make the announcements, and they should make sure that the passengers do these safety procedure, just like: fasten seat belt, return the seat back to the upright position. sentence pattern:- I dont know how to do -?- Could you tell me -?- Iv been wondering if -?- Where can
42、 I find -?,Unit Twevel: Before Landing - Discussion,The plane is desending now, a passenger wants to go to the toilet, what should you do? A passenger asks: “ Where is the Baggage Claim Area? ”, what do you say? A passenger asks: “ How can I get to the city center?”, what do you say?,Unit Twevel: Before Landing - Practice,THANK YOU!,
