民航客舱服务实用英语教程 课件 project03 Safety Demonstration、project04 Catering Service

PracticalEnglishForCivilAviationCabinService民航客舱服务实用英语教程Project3SafetyDemonstrationandSafetyCheckBackgroundAfterpassengersboardandtaketheirseats,flightattendantswillconductsafetydemonstration,showingpassengerstheuseoflifevests,oxygenmasksandseat-beltsandthelocationofemergencyexits.Afterthedemonstration,flightattendantswillconductsafetycheckandremindthemtosecurelyfastentheirseatbelts,stowtraytables,securefootrests,switchoffmobilephonesorsetthemtoairplanemode,etc.TasksPart1Safety

DemonstrationTask3.1AnnouncementTask3.2ConductingSafetyDemonstrationPart2SafetyCheckTask3.3AnnouncementTask3.4ConductingSafetyCheckLearningObjectivesKnowledgeandSkills:toknowallsafetyregulationsandin-flightpreparationproceduresbeforetake-off;tobeabletomakeannouncementsforsafetydemonstrationandsafetycheck;tobeabletoconductsafetydemonstrationandsafetycheckinEnglish.ProcessandMethods:tolearnaboutworkflowsandworkcontentthroughTypicalTask;toacquirethecoreskillsofconductingsafetydemonstrationandconductingsafetycheckthroughLearningandDoingandFurtherTask;toevaluatelearningoutcomesthroughclassroomexercisesandpost-classassessments,forminglearningreflections.EmotionalAttitudesandValues:tocultivatetheawarenessofserviceandteam-work;tocultivatetheawarenessofculturalconfidence;tocultivatetheawarenessofresponsibility.ExpectedLearningOutcomesOutcomePresentation:Wokingasflightattendants,studentsareexpectedtouseEnglishastheworkinglanguage,conductingsafetydemonstrationandconductingsafetycheck.OutcomeAssessment:EnglishProficiencyTestforflightattendants(Listening,Oral&WrittenTest);1+XAviationEducationTest.LearningSuggestions:LearnfromTypicalTask;doasTypicalTaskdoes;solveproblemscreatively.SafetyDemonstrationandSafetyCheckProject3TasksAnnouncementTypicalTaskFurtherTaskTaskDescription播报实施安全演示的广播词实施安全演示为特殊旅客介绍应急出口Task

Requirements用英语播报实施安全演示的广播词；2.在线音频展示；3.独立完成。用英语实施安全演示；在线课堂展示；小组合作完成。用英语为特殊旅客介绍应急出口；在线音频或视频展示；小组协作完成。

KnowledgeObjectives

熟悉实施安全演示的广播词掌握客舱救生衣、氧气面罩、安全带、应急出口的英文名称;掌握实施安全演示的流程；掌握实施安全演示的常用表达。掌握为不同特殊旅客实施安全演示的注意事项；掌握为特殊旅客实施安全演示的常用表达。AbilityObjectives能准确、熟练地播报实施安全演示的广播词能规范、熟练地实施安全演示能为不同的特殊旅客提供特定的安全演示服务；能规范、熟练地为特殊旅客实施安全演示。QualityObjectives培育忠诚担当的政治的品格；培养优质服务意识。1.树立国家安全观；2.提升团结协作能力。内化严谨科学的专业精神；培养恪尽职守的工作品质。Part1SafetyDemonstration“安全演示”产出任务单Part1LeadingPassengersUsefulExpressionssafetydemonstration安全演示lifevest救生衣pouch袋strap橡皮筋cord绳、线inflate使充气mouthpiece吹口oxygenmask氧气面罩automatically自动地decompression释压insert插入emergencyexit应急出口rear后面的indicationlight指示灯trackinglight跟踪灯illuminate照明SafetyDemonstrationLadiesandgentlemen,Nowthecabindoorhasbeenclosed.Ourflightattendantswillnowdemonstratetheuseoflifevests,oxygenmasksandseatbelts,andshowyouthelocationofemergencyexits.Thankyou!Task3.1AnnouncementTask3.2ConductingSafetyDemonstration3.2.1TypicalTask:ConductingSafetyDemonstration(Fightattendantsconductsafetydemonstration.)Yourlifevestislocatedinapouchunderyourseat.Wheninstructedtodoso,removeitfromthepouch,andslipthelifevestoveryourhead.Passthestrapsaroundyourwaistandadjustatthefront.Fastenthebucklesandtightenitbypullingoutwards.Toinflatethelifevest,pullfirmlyontheredcordandperformthisprocedureonlywhenleavingtheaircraft.Toinflatefurther,blowintothesemouthpieces.Task3.2ConductingSafetyDemonstration3.2.1TypicalTask:ConductingSafetyDemonstrationYouroxygenmaskislocatedinacompartmentaboveyourseat.Itwilldropautomaticallyincaseofdecompression.Pullthemaskdownfirmlytoactivatetheflowofoxygen.Placethemaskoveryournoseandmouth,andtightenitbypullingtheendofthestrap.Inafewseconds,theoxygenwillbegintoflow.Task3.2ConductingSafetyDemonstration3.2.1TypicalTask:ConductingSafetyDemonstration(Fightattendantsconductsafetydemonstration.)Yourseat-beltcontainstwopieces.Tofastenit,insertthemetalfittingsoneintotheother,andtightenitbypullingontheendofthestrap.Pleasekeepyourseatbeltssecurelyfastenedwhenseated.Task3.2ConductingSafetyDemonstration3.2.1TypicalTask:ConductingSafetyDemonstrationThereare8emergencyexitsontheaircraft.Theyarelocatedinthefront,themiddleandtherearofthemaincabin(andontheupperdeck).Pleasedonottouchtheemergencyoperatinghandlesunlessspecificallyinstructedbyourcrewmembersintheemergencysituations.Theemergencyindicationlightsarelocatedalongtheaisleandattheexits.Intheunlikelyeventofanevacuation,pleasefollowtheemergencyindicationlightstothenearestexit,anddonotcarryanyhandluggagewithyou.Thesafetyinstructioncardislocatedinyourseatpocket.Pleasereaditcarefully.Thankyou!Task3.2ConductingSafetyDemonstration3.2.1TypicalTask:ConductingSafetyDemonstrationTheProcedureforConductingSafetyDemonstrationStepsActionsStep1DemonstratehowtouselifevestsStep2DemonstratehowtouseoxygenmasksStep3DemonstratehowtouseseatbeltsStep4DemonstratetheplacesofemergencyexitsTask3.2ConductingSafetyDemonstration3.2.2LearningandDoing:SimulatingConductingSafetyDemonstrationSupposeyouareaflightattendantontoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouareconductingsafetydemonstration.Putthedescription(s)anddialoguesinorderaccordingtotheprocedureandthenwritethenumbersinthefollowingtable.(1)OxygenMasksYouroxygenmaskislocatedinacompartmentaboveyourseat.Itwilldropautomaticallyincaseofdecompression.Pullthemaskdownfirmlytoactivatetheflowofoxygen.Placethemaskoveryournoseandmouth,andtightenitbypullingtheendofthestrap.Inafewseconds,theoxygenwillbegintoflow.(2)SeatbeltsYourseatbeltcontainstwopieces.Tofastenit,insertthemetalfittingsoneintotheother,andtightenitbypullingontheendofthestrap.Pleasekeepyourseatbeltssecurelyfastenedwhenseated.Task3.2ConductingSafetyDemonstration3.2.2LearningandDoing:SimulatingConductingSafetyDemonstrationSupposeyouareaflightattendantontoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouareconductingsafetydemonstration.(3)LifeVestsYourlifevestislocatedinapouchunderyourseat.Wheninstructedtodoso,removeitfromthepouch,andslipthelifevestoveryourhead.Passthestrapsaroundyourwaistandadjustatthefront.Fastenthebucklesandtightenitbypullingoutwards.Toinflatethelifevest,pullfirmlyontheredcord,andperformthisprocedureonlywhenleavingtheaircraft.Toinflatefurther,blowintothesemouthpieces.(4)EmergencyExitsThereare8emergencyexitsontheaircraft.Theyarelocatedinthefront,themiddleandtherearofthemaincabin(andontheupperdeck).Pleasedonottouchtheemergencyoperatinghandlesunlessspecificallyinstructedbyourcrewmembersintheemergencysituations.Theemergencyindicationlightsarelocatedalongtheaisleandattheexits.Intheunlikelyeventofanevacuation,pleasefollowtheemergencyindicationlightstothenearestexit,anddonotcarryanyhandluggagewithyou.Task3.2ConductingSafetyDemonstration3.2.2LearningandDoing:SimulatingConductingSafetyDemonstrationSupposeyouareaflightattendantontoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouareconductingsafetydemonstration.ConductingSafetyDemonstrationStepsActionsExpressionsStep1Demonstratehowtouselifevests

Step2Demonstratehowtouseoxygenmasks

Step3Demonstratehowtouseseatbelts

Step4Demonstratetheplacesofemergencyexits

2.Makeadialogueaccordingtothesituationgivenabove.Task3.2ConductingSafetyDemonstration3.2.3FurtherTask:ConductingSafetyDemonstrationforaSpecialPassenger(Theflightattendantintroducesemergencyexitstoapregnantpassenger)PAX:Excuseme,wherearetheemergencyexits?FA:Thereare8emergencyexitsinthefront,middleandrearofthecabinrespectively.Pleasenoteyournearestexit.Incaseofanemergency,tracklightingwillilluminatetoleadyoutoanexit.Whitelightsleadtoredlightswhichindicatethenearestexit.PAX:Igotit!FA:AccordingtotherelevantregulationsoftheCivilAviationAdministrationofChina,pregnantwomencannotbearrangedattheemergencyexit.Wouldyoulikemetochangeyourseatforyou?PAX:Thankyou!FA:Youarewelcome.TasksAnnouncementTypicalTaskFurtherTaskTaskDescription播报实施安全检查的广播词实施安全检查为特殊旅客提供安全检查

TaskRequirements用英语播报实施安全检查的广播词；在线音频展示；独立完成。用英语实施安全检查；线下课堂展示；小组协作完成。用英语为特殊旅客实施安全检查；在线音频或视频展示；小组协作完成。

KnowledgeObjectives

熟悉实施安全检查的广播词掌握实施安全检查的流程；掌握实施安全检查的常用表达。1.掌握为特殊旅客实施安全检查的注意事项；2.掌握为特殊旅客实施安全检查的常用表达。AbilityObjectives能准确、熟练地播报实施安全检查的广播词能规范、熟练地实施安全检查。能根据情况判断特殊旅客服务需求;能规范、熟练地为特殊旅客实施安全检查

QualityObjectives内化“敬畏规章”的民航精神内核；培养恪尽职守的工作品质。培育严谨科学的专业精神；培养沟通协调能力。1.内化劳动精神；2.强化共情服务意识。Part2SafetyCheck“实施安全检查”产出任务单Part2SafetyChecksafetycheck安全检查pushback后推take-off起飞seatback座椅靠背tray

table小桌板footrest脚踏板armrest座椅扶手windowshade遮光板switchoff关掉，切断airplanemode飞行模式stow收起lithiumbattery锂电池buckle搭扣item项目；物品；一则abdomen腹部departure

离开cockpitinstruments

驾驶舱仪器navigation

system导航系统UsefulExpressionsTask3.3AnnouncementSafetyCheckLadiesandgentlemen,Aswearepreparingfortake-off,pleaseputyourseat-backupright,secureyourtraytableandfootrest,andputyourarmrestsdown.Pleasemakesurethatyourseatbeltissecurelyfastened,andyourwindowshadesarefullyopen.Allmobilephonesmustremainswitchedofforsettoairplanemode.Portableelectronicdevicesincludinglaptops,tabletsmustbeswitchedoffandstowedproperlythroughouttheflight.Meanwhile,lithiumbatterychargersmustbeturnedofffortheentiredurationofthisflight.Incaseofanemergency,pleasefollowtheinstructionsgivenbyourcrewmembers.Donotcarryyourhandluggagewithyouduringanevacuation.Cabincrewpleasestartsafetycheck.Thankyou!Task3.4ConductingSafetyCheck3.4.1TypicalTask:ConductingSafetyCheck(Afterpassengerssitdown,flightattendantsconfirmoverheadcompartmentsclosedandconductsafetycheck.)FA:Pleasefastenyourseatbelt.PAX1:HowdoIfastenmyseatbelt?FA:Insertthemetaltipintothebuckle,andthenpullthestraptightaroundyourwaist.PAX1:Isee.Thankyou!Task3.4ConductingSafetyCheck3.4.1TypicalTask:ConductingSafetyCheck(Theflightattendantnoticesthatawindowshadeisnotopenandtheseatbackisnotupright)FA:Excuseme,Sir.Wouldyoupleaseopenthewindowshadeandadjusttheseatbacktoanuprightposition?PAX2:OK.FA:Thankyou.Task3.4ConductingSafetyCheck3.4.1TypicalTask:ConductingSafetyCheck(Theflightattendantnoticesapassengerusinghermobilephone.)FA:Excuseme,Madam.Wouldyoukindlyswitchoffyourmobilephoneorsetittoairplanemode?PAX3:OK.I’lldoitrightnow.Task3.4ConductingSafetyCheck3.4.1TypicalTask:ConductingSafetyCheck(Apassengerwantstousethelavatory.)PAX4:Madam,canIusethelavatorynow?FA:I’msorry,Sir.Nooneisallowedtousethelavatorybeforetake-off.PAX4:Isee.Thankyou!Task3.4ConductingSafetyCheck3.4.1TypicalTask:ConductingSafetyCheck(Theflightattendantreportstothepurser.)FA:Cabinready.Purser:OK.Task3.4ConductingSafetyCheck3.4.1TypicalTask:ConductingSafetyCheckTheItemsofConductingSafetyCheckItemsActionsItem1ConfirmoverheadcompartmentsclosedItem2OpenthewindowshadesItem3Putseat-backsuprightItem4FastentheseatbeltItem5StowtraytablesItem6StowfootrestsandputarmrestdownItem7SwitchoffthemobilephonesorsettoairplanemodeItem8ClearallaislesItem9CheckthegalleyItem10CheckthelavatoryTask3.4ConductingSafetyCheck3.4.2LearningandDoing:SimulatingConductingSafetyCheckSupposeyouareaflightattendantontoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouareconductingsafetycheck.Addappropriateverb(s)toeachsafetycheckitemtocompletesafetycheckexpressionsinthefollowingtable.

ConductingSafetyCheckItemsActionsExpressions

Item1overheadcompartmentsConfirmoverheadcompartmentsclosed.Item2windowshades

Item3seat-backs

Item4seat-belts

Item5traytables

Item6footrests&armrests

Item7mobilephones

Item8aisles

Item9galleys

Item10lavatories

2.Makeadialogueaccordingtothesituationgivenabove.Task3.4ConductingSafetyCheck3.4.3FurtherTask:ConductingSafetyCheckforaYoungWomanwithanInfant(4months).(Aflightattendantishelpingayoungwomanwithaninfanttofastentheseatbelt.)FA:Excuseme,Madam.Wouldyoupleasefastenyourseatbelt?Wearegoingtotakeoff.PAX:Sorry,Idon’tliketofastenit.Ifeeluncomfortablewiththeseatbelt.FA:Takeiteasy.Letmefastenitforyou.Theseatbeltcangreatlyreducethechanceoftheplanebumpingintotheabdomen.PAX:ButI’mworriedthatthebabymaynotadapttotheseatbelt.FA:Liftupthetopofthebuckleandrelaxtheseatbelt.Ifnecessary,Icanprovideyouwithanonboardcabinbabycradle.PAX:Gotit.Thankyouverymuch.PracticalEnglishForCivilAviationCabinService民航客舱服务实用英语教程PracticalEnglishForCivilAviationCabinService民航客舱服务实用英语教程Project4CateringServiceCateringServiceProject4

BackgroundDuringthecruisingperiod,aflightattendantistoofferfoodandbeveragestopassengers.Alargenumberofdifferentbeveragesareservedthroughtheflight,rangingfromteaandcoffeetoalcoholicdrinks.Onshort-haulorregionalflights,therearesimplesnackssuchassandwiches,biscuitsornuts;whileonlong-haulflightsorinternationalflights,avastrangeofmeals,includingbreakfast,lunchordinner,willbeserved.

TasksPart1BeverageServiceTask4.1AnnouncementTask4.2OfferingBeverageServicePart2SpecialMealServiceTask4.3OfferingSpecialMealServicePart3MealServiceTask4.4AnnouncementTask4.5OfferingMealServiceLearningObjectivesKnowledgeandSkills:toknowtypesandproceduresofbeveragesandmeals;tobeabletomakeannouncementsforcateringservice;tobeabletocommunicateinEnglishwhileofferingcateringservice.ProcessandMethods:tolearnaboutworkflowsandworkcontentthroughTypicalTask;toacquirethecoreskillsofbeverageserviceandmealservicethroughLearningandDoing,FurtherTaskandInnovativeTask;toevaluatelearningoutcomesthroughclassroomexercisesandpost-classassessments,forminglearningreflections.EmotionalAttitudesandValues:tocultivatetheawarenessofserviceandteam-work;tocultivatetheawarenessofculturalconfidence;toknowdifferentfoodculturesaboutspecialmeals.ExpectedLearningOutcomesOutcomePresentation:Workingasflightattendants,studentsaresupposedtoofferpassengerscateringserviceinaprofessional,secureandconsideratewaybyusingEnglishasaworkinglanguage.OutcomeAssessment:EnglishProficiencyTestforFlightAttendants(Listening,Oral&WrittenTest);1+XAviationEducationTest.LearningSuggestions:LearnfromTypicalTask;doasTypicalTaskdoes;solveproblemscreatively.Part1BeverageService“提供饮料服务”产出任务单TasksAnnouncementTypicalTaskFurtherTaskInnovativeTaskTaskDescription播报提供饮料服务的广播词提供饮料服务为特殊旅客提供饮料服务处理饮料泼洒的突发事件

TaskRequirements

用英语播报提供饮料

服务的广播词；2.在线音频展示；3.独立完成。

用英语为旅客提供饮料服务；

线上课堂展示；

小组协作完成。

用英语为特殊旅客提供饮料服

务；2.在线音频或视频展示；3.小组协作完成。

用英语处理饮料泼洒到旅客身上

的突发事件；2.在线音频或视频展示；3.小组协作完成。KnowledgeObjectives熟悉提供饮料服务的广播词

掌握客舱各种饮料名称；

掌握提供饮料服务的流程；

掌握提供饮料服务的常用表达。

掌握特殊旅客的分类；2.

掌握为特殊旅客提供饮料服务

的注意事项；3.

掌握为特殊旅客提供饮料服务

的常用表达。

掌握处理突发事件的流程；2.

熟悉处理突发事件的常用表达。AbilityObjectives能准确、熟练地播报提供饮料服务的广播词能规范、熟练地为旅客提供饮料服务

能根据情况判断特殊旅客服务

需求；2.能规范为特殊旅客提供饮料服

务。

能及时回应突发事件中旅客的需

求；2.

能及时、准确地处理突发事件。Quality

Objectives

培育劳动精神；

培养严格遵循工作流

程的工作习惯。

树立文化自信；

强化及时回应旅客需求的服务

意识。内化工匠精神；培养上进的工作品质。

内化敬业奉献的职业操守；2.

培养发现并解决问题的能力。Part1LeadingPassengersUsefulExpressionsEnglishChineseEnglishChinesebeverage饮料mineralwater矿泉水trolley手推车refill再装满collect收回unaccompaniedminor无人陪伴儿童spill泼洒apologize道歉blanket毛毯available可使用的BeverageServiceLadiesandgentlemen,

Nowwearegoingtoserveyoudrinks.Weshallbeservingtea,coffee,Cola,Sprite,fruitjuiceandmineralwater.Youarewelcometotakeyourchoice.Pleaseputdownthetraytableandputyourseatbeltuprightforthecomfortofthepassengersbehindyou.Hopethatyouenjoyourcabinservice.Thankyou.Task4.1AnnouncementTask4.2OfferingBeverageService4.2.1TypicalTask:OfferingBeverageService(Apassengerasksfordrinks.)PAX:Excuseme,Madam.Whenwillyoubeservingdrinks?I’mfeelingalittlebitthirsty.FA:Wearecurrentlypreparingthem.Pleasebearwithusforamoment.(Amomentlater,twoflightattendantscomeupwithatrolley.)FA:Excuseme,Sir.Ontoday’sflight,wehavepreparedtea,coffee,Cola,Sprite,Seven-up,fruitjuiceandmineralwater.Whatwouldyouliketodrink?PAX:Acupoftea,please.FA:Greenteaorblacktea?PAX:Iprefergreentea.Task4.2OfferingBeverageService4.2.1TypicalTask:OfferingBeverageServiceFA:Howdoyoulikeyourtea,weakorstrong?PAX:Weak.FA:OK.Hereyouare.PAX:Thanks.(Thirtyminuteslater...)FA:Excuseme,Sir.Wouldyoulikemetorefillyourtea?PAX:No,thanks.FA:MayItakeawayyourcup?PAX:Thanks.Hereyouare.Task4.2OfferingBeverageService4.2.1TypicalTask:OfferingBeverageServiceTheProcedureforOfferingBeverageServiceStepsActionsStep1PreparethetrolleywithdrinksStep2IntroducethedrinksStep3AskpassengerstheirchoiceStep4PourandhandthedrinkStep5CollecttheusedcupTask4.2OfferingBeverageService4.2.2LearningandDoing:SimulatingOfferingBeverageService

Supposeyouareaflightattendantontoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouareprovidingbeverageservicetothepassenger.Apassengerisaskingforacupofjuice.Putthedescription(s)anddialoguesinorderaccordingtotheprocedureandthenwritethenumbersinthefollowingtable.Makeadialogueaccordingtothesituationgivenabove.(1)FA:Whichonedoyoulike?PAX:Juice.(2)FA:Hereyouare.PAX:Thankyou.(3)FA:Ontoday’sflight,wehavepreparedtea,coffee,fruitjuiceandmineralwater.(4)FA:MayItakeawayyourcup?PAX:Thanks.Hereyouare.(5)Flightattendantsarepreparingthetrolleywithdrinks.OfferingBeverageServiceStepsActionsExpressionsStep1Preparethetrolleywithdrinks.

Step2Introducethedrinks.

Step3Askpassengers’choice.

Step4Pourandhandthedrink.Step5Collecttheusedcup.Task4.2OfferingBeverageService4.2.3FurtherTask:OfferingBeverageServiceforaSpecialPassenger(AflightattendantisprovidingdrinksforanunaccompaniedminornamedKangkang.)FA:Excuseme,Kangkang.Ontoday’sflight,wehavepreparedtea,mineralwater,juiceandcoffee.Whichonedoyoulike?PAX:En...Letmesee.Iamverythirsty.FA:OK.Hereyouare.PAX:Thanks.(Kangkangdrinksthewaterandputsitonthearmrest.)FA:Wouldyouliketodrinkmore?PAX:Yes,butnotnow.FA:Let’sputitonthetraytable.Becarefulnottospillittowetyourclothes.Task4.2OfferingBeverageService4.2.4InnovativeTask:DealingwithBeverageSpilling(AladyasksforacupoforangejuiceThedialoguesceneisshowninFig.4.4.)PAX:Madam,mayIhaveacupoforangejuice?FA:OK.Waitamoment.I’llgetitforyou.FA:Madam,hereyouare.Task4.2OfferingBeverageService4.2.4InnovativeTask:DealingwithBeverageSpilling(Theflightattendantaccidentallyspillsthejuiceonthepassenger’slap.)FA:I’mterriblysorry,Madam.PAX:Oh,mygod.FA:Idoapologize,Madam.Herearesometowelsforyou.PAX:Thanks.FA:MayIofferyousomeblanketsandpillowstocovertheseat?PAX:No,Iwanttochangemyseat.FA:I’msosorry.Iwillchecktoseeifthereisanotherseatavailableinthecabin.Part2SpecialMealService“提供特殊餐食服务”产出任务单TasksAnnouncementTypicalTaskInnovativeTaskTaskDescription提供特殊餐食服务提供特殊餐食的替代方案提醒旅客预约返程的特殊餐食TaskRequirements

用英语为旅客提供特殊餐食服

务；2.线下课堂展示；3.小组协作完成。

用英语为旅客提供特殊餐食的替代方案；

在线音频或视频展示；

小组协作完成。

用英语提醒旅客预约返程的特殊餐食；2.在线音频或视频展示；3.小组协作完成。

KnowledgeObjectives

掌握特殊餐食代码；

掌握提供特殊餐食服务的流程；

掌握提供特殊餐食服务的常用表达。

掌握特殊餐食的特点及相应食材；2.掌握特殊餐食的常用替代方案及常用语言表达。

掌握旅客心理和需求；

掌握预约特殊餐食的流程；

掌握预约特殊餐食的常用表达。AbilityObjectives能规范、熟练地为旅客提供特殊餐食服务

能及时回应旅客的需求；

能解释未能满足顾客需求的原因；

能提供特殊餐食的替代方案。能规范、熟练地指导旅客预约特殊餐食QualityObjectives

内化劳动精神；

培养认真履职的工作品质。

培育敬业奉献的职业操守；

培养解决问题的能力。

树立规则意识；

培养主动思考的工作习惯。Part2SpecialMealServiceUsefulExpressionsEnglishChineseEnglishChinesespecialmeal特殊餐食confirm确认supply提供；供应diabeticmeal糖尿病餐order命令；订购；点（酒菜）Moslemmeal穆斯林餐childmeal儿童餐babymeal婴儿餐religiousmeal宗教餐healthmeal保健餐vegetarianmeal素食餐alternative可替代的；替代物book预定；预约inadvance提前Hindumeal印度教餐prearrange预先安排feature有......特征passengermanifest旅客名单Task4.3OfferingSpecialMealService4.3.1TypicalTask:OfferingSpecialMealService(Afterconfirmingthespecialmealsupply,aflightattendantasksthepassengerforarecheckofthespecialmeal.)FA:Excuseme.IsthisMr.Zhanginseat30B?PAX:Yes,that’sme.What’swrong?FA:Mr.Zhang,haveyouorderedadiabeticmealbeforetheflight?PAX:Yes,Ihave.FA:OK.Iwillbringittoyoubeforethemealservice.PAX:Thankyou.Task4.3OfferingSpecialMealService4.3.1TypicalTask:OfferingSpecialMeals(Theflightattendantoffersspecialmealservice.)FA:Mr.Zhang,thisisthediabeticmealyouordered.Pleasebecareful.It’shot.PAX:Thankyouverymuch.FA:You’rewelcome.Pleaseenjoyit.(Mr.Zhangfinisheshismeal.)FA:Excuseme,Mr.Zhang.MayIclearupyourtablenow?PAX:Yes,thanks.FA:Whatdoyouthinkoftoday’sspecialmeal?PAX:Quitegood.Task4.3OfferingSpecialMealService4.3.1TypicalTask:OfferingSpecialMealsTheProcedureforOfferingSpecialMealServiceStepsActionsStep1ConfirmthespecialmealsupplyStep2ConfirmspecialmealswithpassengersStep3HandspecialmealstopassengersStep4CollectuseddishesStep5Askforpassengers’feedbackTask4.3OfferingSpecialMealService4.3.2LearningandDoing:SimulatingOfferingSpecialMealService

Supposeyouareaflightattendantontoday’sflightwhichdepartsfromSingaporetoChongqing.NowyouareprovidingspecialmealservicetothepassengerwhohasorderedaMoslemmeal.Putthedescription(s)anddialoguesinorderaccordingtotheprocedureandthenwritethenumbersinthefollowingtable.(1)FA:MissHan,thisistheMoslemmealyou’veordered.Pleasebecareful.It’shot.PAX:Thankyouverymuch.(2)FA:Excuseme,Madam.IsthisMissHaninseat20B?PAX:Yes,it’sme.FA:MissHan,haveyouorderedaMoslemmealbeforetheflight?PAX:Yes.FA:Iwillbringittoyoubeforethemealservice.PAX:Thankyou.(3)Theflightattendantconfirmsthespecialmealsupply.(4)FA:MissHan,whatdoyouthinkoftoday’sspecialmeal?PAX:Quitegood.(5)FA:Excuseme,MissHan.MayIclearupyourtablenow?PAX:Yes,thanks.Task4.3OfferingSpecialMealService4.3.2LearningandDoing:SimulatingOfferingSpecialMeals

Supposeyouareaflightattendantontoday’sflightwhichdepartsfromSingaporetoChongqing.NowyouareprovidingspecialmealservicetothepassengerwhohasorderedaMoslemmeal.OfferingSpecialMealServiceStepsActionsExpressionsStep1Confirmthespecialmealsupply

Step2Confirmspecialmealswithpassengers

Step3Handspecialmealstopassengers

Step4CollectuseddishesStep5Askforpassengers’feedback2.Makeadialogueaccordingtothesituationgivenabove.Task4.3OfferingSpecialMealService4.3.3FurtherTask:OfferingAlternativestoSpecialMealsPAX:Excuseme,Madam.DoyouhaveanyMuslimmealstoday?FA:Sir,haveyouorderedthatwhenyoubookedtheticket?PAX:Sorry,Iforgottoordermymealinadvance.FA:I’msorrytoinformyouthatwedidn’tprepareanyMuslimmealsfortoday.However,wedohavevegetarianoptionsavailable.Wouldyouliketotryoneofthoseinstead?PAX:That’sverykindofyou.I’dlikesomevegetables.FA:Pleasewaitamoment.Iwillgetitforyou.Task4.3OfferingSpecialMealService4.3.4InnovativeTask:RemindingPassengerstoOrderSpecialMealsPAX:Excuseme,Madam.Whatwillyouserveforlunch?Ican’teatpork,forIamaMuslim.FA:HaveyoubookedaMuslimmeal?PAX:No.ShouldI?FA:I’mafraidso.Wecanprovidespecialmealsdesignedaroundspecificdietssuchasvegetarian,diabeticandHindumeals.Thesemustbeprearrangedatthetimeofbookingtheflightandfeaturedonpassengermanifest.PAX:Sorry,Idon’tknow.FA:Don’tworry.Icancheckitforyou.Ifnot,Icanorderyouspecialmealforyourflighthome.PAX:Thanksforthetrouble.FA:You’rewelcome.Task4.3OfferingSpecialMealService4.3.4InnovativeTask:RemindingPassengerstoOrderSpecialMealsPart3MealService“提供餐食服务”产出任务单TasksAnnouncementTypicalTaskFurtherTaskInnovativeTaskTaskDescription播报提供餐食服务的广播词提供餐食服务为头等舱旅客提供餐食服务为特殊旅客提供餐食服务TaskRequirements用英语播报提供餐食服务的广播词；2.在线用音频展示;3.独立完成。用英语为旅客提供餐食服务；2.线下课堂展示；3.小组协作完成。用英语为头等舱旅客提供餐食服务；2.在线音频或视频展示；3.小组协作完成。用英语为特殊旅客提供餐食服务；在线音频或视频展示；3.小组协作完成。KnowledgeObjectives熟悉提供餐食服务的广播词掌握机上餐食名称；掌握提供餐食服务的流程；3.掌握提供餐食服务的常用表达。掌握头等舱旅客的餐食服务要点；掌握为头等舱旅客提供餐食服务的流程；掌握为头等舱旅客提供餐食服务的常用表达。掌握为特殊旅客提供餐食服务的注意事项；掌握为特殊旅客提供餐食服务的常用表达。AbilityObjectives能准确、熟练地播报提供餐食服务的广播词能规范、熟练地提供餐食服能规范、熟练地为头等舱旅客提供餐食服务能规范、熟练地为特殊旅客提供餐食服务Qu