《民航服务英语》课件

PPTcoursewareforCivilAviationServiceEnglishxx年xx月xx日目录CATALOGUEOverviewofCivilAviationServicesBasicknowledgeofcivilaviationserviceEnglishTheApplicationofEnglishinCivilAviationServiceProcesses目录CATALOGUECivilAviationServiceEnglishResponsetoEmergenciesImprovementandTrainingofCivilAviationServiceEnglish01OverviewofCivilAviationServicesDefinitionCivilAviationServices(CAS)refertotheservicesprovidedbyaviationindustrytomeetthetransportationandotherneedsofpassengersandcargoFeaturesCivilAviationServicesarecharacterizedbysafety,efficiency,andcomplianceTheyaimtoprovideasafe,effective,andconvenientairtransportationexperienceforpassengersThedefinitionandcharacteristicsofcivilaviationservicesCivilAviationServicesplayanimportantroleinpromotingsocialandeconomicdevelopmentTheyconnectpeopleandmarkets,facilitatetradeandinvestment,andpromotetourismandculturalexchangeSocialimpactCivilAviationServicesalsoserveasacriticalsafetynetfordisasterreliefandemergencyresponseTheycanquicklytransportrescueteams,medicalsupplies,andotheressentialresourcestoaffectedareasSecuritymeasuresTheImportanceofCivilAviationServicesCommercialaviationservicesincludepassengersandcargoflightsoperatedbyairlinesforthetransportationofpeopleandgoodsTheseservicesareprovidedonaregularbasisandaremarketorientedGeneralaviationservicesrefertotheaviationservicesprovidedbynoncommercialoperators,suchasflighttraining,charterflights,andaviationworkTheseservicesarenotprovidedonaregularbasisandarecustomizedtomeetspecificneedsMilitaryaviationservicesareprovidedbythemilitarytomeettheirowntransportationandotherneedsTheseservicesarehighlyconfidentialandarenotopentothepublic010203ClassificationofCivilAviationServices02BasicknowledgeofcivilaviationserviceEnglishsuchasboardinggates,securityareas,luggageconveyors,etc.Airportfacilitiesvocabularysuchasaircraft,takeoffandlanding,cabin,etc.Aircraftrelatedvocabularysuchasticketbooking,baggagecheck-in,securitycheck,etc.Passengerservicevocabularysuchasflightdelays,cancellations,baggagecompensation,etc.AviationregulationsvocabularyEnglishvocabularyforcivilaviationservicessuchaswelcomeaboard,wishingyouapleasantjourney,etc.PolitelanguageEmergencylanguageNotificationlanguageServicelanguagesuchasemergencyexit,emergencymedicalassistance,etc.suchasflightdelay,cancellation,rescheduling,etc.suchasprovidingservicessuchasbeverages,food,blankets,etc.CommonexpressionsincivilaviationserviceEnglishABCDEnglishcommunicationskillsforcivilaviationservicesClearanddecidelanguageUsesimplelanguageandavoidtechnicaljargonVoiceregulationUseafriendlyandprofessionaltonewhencommunicatingwithpassengersProposalSpeakclearlyandavoidaccountsordialoguesthatmaybemisunderstoodActivelisteningListencarefullytopassengersandresponseappropriatelyApplicationscenariosofcivilaviationserviceinEnglishGreetingpassengersattheairportUseappropriatelanguagetowelcomeandassistpassengersAssistingpassengersduringcheckinAnswerquestions,provideinformation,andhandleanyissuesInformationpassenge…Notifypassengerspromptandclearlyaboutanyflightdelays,cancellations,ordiversionsHandlingpassengercomplaintsListentopassengerconcerns,apologize,andtrytoresolvetheissueasquicklyaspossible03TheApplicationofEnglishinCivilAviationServiceProcessesSummaryMastertheEnglishlanguageusedtocheckinandensurethesmoothboardingofpassengers.DetaileddescriptionWhencheckingin,staffneedtocommunicatewithpassengersinEnglish,includingconfirmingtheiridentity,inquiringabouttheirseatpreferences,andcheckinginluggage.StaffneedtomasterrelevantEnglishexpressionsinordertoaccuratelyandfluentlycommunicatewithpassengersandensuretheirsmoothboarding.CheckinserviceEnglishSummaryFamiliarizeyourselfwiththeEnglishlanguageusedinthesecuritycheckprocesstoensurethatpassengerspassthroughthesecuritychecksafely.DetaileddescriptionDuringtheairportsecurityprocess,staffneedtoexplainthesecurityprocesstopassengersinEnglish,includingrequiringpassengerstotakeofftheirshoes,removetheirbelts,andremoveelectronicdevices.StaffneedtomasterrelevantEnglishexpressionsinordertoclearlyconveysecurityrequirementstopassengersandensuretheirsafepassagethroughsecuritychecks.SecurityServiceEnglishWaitingServiceEnglishMastertheEnglishlanguageofwaitingroomservicesandprovidecomfortableservicesforpassengers.SummaryInthewaitingroom,staffneedtouseEnglishtoprovideservicestopassengers,includingprovidingdrinks,distributingmeals,answeringpassengerinquiries,etc.StaffneedtomasterrelevantEnglishexpressionsinordertomeettheneedsofpassengersandprovidecomfortableservices.DetaileddescriptionSummaryFamiliarizeoneselfwiththeEnglishlanguageofonboardservicesandprovidepassengerswithhigh-qualityonboardservices.DetaileddescriptionOntheplane,flightattendantsneedtouseEnglishtoprovideservicestopassengers,includingintroducingflightsafetyinstructions,providingblanketsandpillows,answeringpassengers'questions,etc.FlightattendantsneedtomasterrelevantEnglishexpressionsinordertocommunicatefluentlywithpassengersandprovidethemwithhigh-qualityonboardservices.OnboardserviceEnglishSummary:MastertheEnglishlanguageforthearrivalprocessandassistpassengersinleavingtheairportsmoothly.Detaileddescription:Aftertheplanelands,staffneedtouseEnglishtoassistpassengersinleavingtheairport,includingguidingthemtothebaggageclaimarea,assistingpassengersinhandlingexitprocedures,etc.StaffneedtomasterrelevantEnglishexpressionsinordertoaccuratelyandfluentlycommunicatewithpassengersandassisttheminleavingtheairportsmoothly.ArrivalServiceEnglish04CivilAviationServiceEnglishResponsetoEmergencies"Weapologizeforthedelay,buttheweatherconditionsarenotsuitablefortakeoff.Wewillkeepyouupdatedonanychanges.""Theflightisdelayedduetomechanicalissues.Weareworkingtoresolvetheproblemassoonaspossible.""Theflightisdelayedduetotrafficcontrolrestrictions.Wewillprovidefurtherupdatesassoonaspossible."Englishexpressionsfordealingwithflightdelays

Englishexpressionforhandlingpassengercomplaints"I'msorrytohearthatyouarenotsatisfiedwithourservice.Couldyoupleasetellmewhatwentwrongandhowcanweimprove?""Iapologizefortheinconveniencecaused.Wewillmakesuretoaddressyourconcernsandimproveourservice.""Thankyouforyourfeedback.Wevalueyouropinionandwilltakeitintoconsiderationwhenimprovingourservice."EffectivecommunicationbetweengroundandflightcreditsisessentialduringemergenciestoensurequickandcoordinatedactionClearandconsensuscommunicationiscrucialtoensurethatallpartiesinvolvedunderstandthesituationandknowtheirrolesandresponsibilitiesRegulartraininganddrillsshouldbeconductedtoimprovecommunicationandcoordinationinemergencysituations,aswellastofamiliarizeindividualswithemergencyproceduresCommunicationandcoordinationinemergencysituations05ImprovementandTrainingofCivilAviationServiceEnglishWaystoimprovetheEnglishproficiencyincivilaviationservicesPracticeinreallifescenarios:ProvidepracticalscenarioswhereemployeescanuseEnglishinasimulatedrealworldenvironment,suchasdealingwithpassersby,handlinginquiries,ormanagingflightoperationsLanguageimmersion:EncourageemployeestoincorporatethemselvesinthelanguagebylisteningtoEnglishpodcasts,watchingEnglishmoviesorTVshows,andreadingbooksorarticlesinEnglishFeedbackandcorrection:Regularlyprovidefeedbackonemployees'languageuseandcorrectanymissestheymakeThiscanbedonethroughindividualorgroupsessionswithalanguageexpertTechnologybasedlearning:Usetechnologybasedtoolslikeonlinecourses,languagelearningapps,orAIpoweredlanguageassistantstoprovideconventionandeffectivelanguagelearningresourcesTheImportanceofCivilAviationServiceEnglishTrainingGlobalConnectivity:Englishisthelanguageofinternationalaviationandisessentialforeffectivecommunicationbetweenairports,airlines,andotheraviationstakeholdersSafetyandSecurity:ClearandaccuratecommunicationiscrucialforensuringflightsafetyandsecurityEnglishproficiencyhelpspreventmisunderstandingsandguaranteessmoothoperationsCustomerService:Englishisthelanguageusedbythemajorofinternationaltravelers,an