航空服务客舱会话课件.ppt

1、 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)aboardaislegreen-coloredin the middle ofboarding passrowindicateoverhead compartmentallowgo throughwindow seat在（车）上，在（船）上通道，过道绿色的在前面登机牌排，行

2、指示，显示行李架（舱）允许，承认通过靠窗的座位greeting:The main purpose of greeting is to build up and maintain good relationship.find seat:make sure the seat number-explainask others for help:must start the conversation politly.sentence pattern:Excuse me,Sir-Please-Thanks.-Youre welcome,Sir.May I-Excuse me,Could(would)yo

3、u please-Please let us know if there is anything we can do for you.How would you greet the passengers when they board 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

4、passengers be able to change seats freely duing the flight?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 offer help:This is social behavior.Cabin attendants always offer help to their customers if they want to give good service.Those who accept help may feel grateful

5、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-.When a passenger wants to change seat with others,how do you help him?When a passenger wants to take a empty seat,what would you say?When a pas

6、senger take the wrong seat,what would you do?instruction go overwillingassistanceenlistin case ofavailablepull outmanagecomplicateproperlyin that caseregulationevacuateuponsignal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 The seat beside the emergency exit:its ver

7、y important to make sure that there is somebody can help the crew in 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-.您正好坐在紧急

8、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。What would you say to the passenger whose seat is just beside the emergency 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?allow block regulation eme

9、rgency galley prepare允许，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 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 afraid we are not allowed to do

10、-.Im afraid you cant do-.too-to-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 emergency exit,how would you do?champagne towel thirsty hang up closet

11、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，有价值的皮夹，钱夹增补物，辅助的舒适的 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

12、flight.sentence pattern:Would you like-?That sounds a good idea.Would that be all right?That would be fine,thank you.Would you like me to do-for you?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 d

13、ay to help her?A passenger asks something to drink before take off,what would you say?reachcruisealtitudejournalelectronicequipmentinterferenavigationcigaretteimmediatelyforbidchewing 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 There are sth.can not be done in the airplane.The flight attend

14、ants should ask the passengers not to do sth,sometimes.But they should be politely,and explain the reason as possible as 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.The

15、plane is going to take off,but a passenger wants to go to the lavatory.What 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?available mineral pref

16、er 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 When people face choices,they need to know more about the things.Its important to be familiar with a basic range of drinks for the flight attendants.sentence pattern:-Would you like sth.to drink?-We have-.-How do

17、 you like your-?-Would you care for sth.to drink?-Im afraid we dont have that on board.How do the cabin attendants tell the passengers what drinks available?How do the cabin attendants serve the coffee to the passengers?How do the cabin attendants serve the cocktail to the passengers?set roast main

18、course steak tasty hors doeuvre salmon 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 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-?-Im afraid we are

19、 all out off sth.-Would you care for-?-What kind of sth.do you have?-Id like to try-.-You ordered-,is that right?Taking advice and suggestions:-That would be very nice.-That would be a good idea.-That sounds good.-Id like that very much.Rejecting advice and suggestions:-I regret to say I cant accept

20、 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.Generally,what is the main dish on board?A passenger wants chicken for his main course,but actually there is no more chicken left in the galley.What would you sa

21、y?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 window,who are out of her reach,what should she do?bassinet soil feed disturb grateful dizzy suffer airsickness tablet vomit thoughtful婴

22、儿摇篮弄脏，变脏喂打扰感激的，感谢的(指人)晕眩的,昏乱遭受,经历,忍受晕机药片吐出,呕吐体贴的,关切的 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-?-Would you like me to do-?-Will

23、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-.How the cabin attendant should do when the passenger with the baby is boarding?When a passenger ask for the milk for her baby,what kind of things should cabin attendant s

24、hould 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?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 exceed tax-free limit in advan

25、ce customs eardrop pretty 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 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 persons or things is useful way of comm

26、unication.The dedcription gives useful information to the other person.People often describe lost persons or things.sentence pattern:-I enjoy doing-.-You will need it when you-.-Do you have-exceeding the duty-free limit?-I seem to-.-Im sorry to hear that,madam.-When do you think you-?-Would you mind

27、 doing-?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 passengers,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

28、you?”What do you say?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 People may ask for information almost everyday.Information about train schedules,flight schedules,weather condit

29、ions,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.When the passengers ask for the information about the weather of

30、 the destination,how would you answer them?How do you introduce the cities and some famous place to the passengers?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 Befor take-off and landing,the ca

31、bin attendants should carry out the safety 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 I find-?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?