民航客舱服务实用英语教程 课件 project01 Preparation for the Flight、project02 Passenger Reception

PracticalEnglishForCivilAviationCabinService民航客舱服务实用英语教程Project1PreparationfortheFlightBackgroundPre-flightpreparationissocrucialthatitdetermineswhetherflightattendantscanperformtheassignmentsmoothlyandefficiently.Itmainlyincludesconfirmingflightassignment,havingpre-flightbriefingandcarryingoutpre-fightcheck.TasksPart1Pre-flightBriefingTask1.1ConfirmingFlightAssignmentTask1.2HavingPre-flightBriefingPart2Pre-flightCheckTask1.3CheckingEquipmentTask1.4CheckingSuppliesLearningObjectivesKnowledgeandSkills:tounderstandtheprocessandcontentofpre-flightpreparation;tobeabletocarryoutthepre-flightpreparation;tobeabletocommunicateinEnglishinthepre-flightpreparationprocess.ProcessandMethods:tolearnaboutworkflowsandworkcontentthroughTypicalTask;toacquirethecoreskillsofthepre-flightpreparationthroughLearningandDoing,FurtherTask;toevaluatelearningoutcomesthroughclassroomexercisesandpost-classassessments,forminglearningreflections.EmotionalAttitudesandValues:todeveloptheawarenessofservicestandards;tocultivatetheawarenessofteamspirit;tocultivatetheawarenessofculturalconfidence.ExpectedLearningOutcomesOutcomePresentation:Workingasflightattendants,studentsaresupposedtoperformstandardworkflowstocompletepre-flightpreparationtasksbyusingEnglishasaworkinglanguage.OutcomeAssessment:EnglishProficiencyTestforFlightAttendants(Listening,Oral&WrittenTest);1+XAviationEducationTest.LearningSuggestions:LearnfromTypicalTask;doasTypicalTaskdoes;solveproblemscreatively.PreparationfortheFlightProject1Part1Pre-flightBriefing“召开航前准备会”产出任务单TasksTypicalTaskTypicalTaskFurtherTaskTaskDescription确认飞行任务召开航前准备会明确特殊旅客服务TaskRequirements查看看英文飞行任务书；做好个人准备；线下课堂展示；个人独立完成用英语召开航前准备会；2.线下课堂展示；3.小组协作完成。用英语明确特殊旅客情况；在线音频或视频展示；小组协作完成。KnowledgeObjectives掌握查看航班任务的流程；掌握个人准备物品的标准和要求。掌握召开航前准备会的流程；掌握召开航前准备会的常用表达掌握特殊旅客的分类；了解服务特殊旅客的要求和常用表达。AbilityObjectives能严格遵守相关要求确认航班任务；能规范开展航前个人准备。能规范开展航前准备工作；能严格按流程召开航前准备会议。能根据情况判断特殊旅客服务需求；能规范开展特殊旅客服务。QualityObjectives树立中国特色社会主义道路自信；培养自律的工作习惯。树立中华文化自信；培养团结协作的工作作风内化劳动精神；强化共情服务意识。UsefulExpressionspre-flightbriefing航前准备会flightassignment飞行任务(书）backup后补的；支持性的personalpreparation个人准备CAACCrewPass中国民航空勤登机证trainingcertificate训练合格证medicalcertificate体检合格证validityperiod有效期frameglasses框架眼镜contactlenses隐形眼镜staffcertificate工作证UnsafeIncidentManual不安全事件手册purser乘务长interrupt打断；打扰schedule安排时间，预定weatherforecast天气预报temperature温度passengerloading载客量makeup化妆，妆容sync/synchronization同时，同步unaccompanied无人陪伴的pregnant怀孕的flightattendant空中乘务员firstclass头等舱economyclass经济舱nickname昵称Part1Pre-flightBriefing1.1.1TypicalTask:ViewingFlightAssignment

Weeklyflightplanofthedaywillbereleasedatfixedtimeeveryday.Flightattendantsshouldvoluntarilyconfirmtheflightofthenextday.Thenextdaybackuppersonnelmustconfirmthenextday’sflighttasksbeforethefixedtimeeveryday.

Task1.1ConfirmingFlightAssignmentTask1.1ConfirmingFlightAssignment1.1.2TypicalTask:TakingPersonalPreparation1.MakesurethedateofCAACCrewPass,trainingcertificateandmedicalcertificatewithinthevalidityperiod.2.Makesurethecabindooroperatingcard(nodamageandclearhandwriting),flashlight,watch(60scalesandthreepins),backupframeglasses(backupcontactlensespreferred)tomeettherequirementsofthemanual.Additionally,anIDcardisrequiredforovernightflights.3.DownloadthelatestelectronicversionmanualfromthemanualAPPofChongqingAirlines,andconfirmthattheofflinestatecanbeconsulted,andthebatteryofthephoneisabove80%.4.DownloadthemanualAPPofChongqingAirlinesandmakeclearthelistofpersonalresponsibilities.5.Makesurethepictureofyourstaffcertificatecanbeconsultedatanytime.6.MakesureUnsafeIncidentManual(thelatestversion)canbeaccessedatanytime.

CheckinAdvance:Task1.1ConfirmingFlightAssignment1.1.2TypicalTask:TakingPersonalPreparationNo.CertificatesDateofExpiry1FlightAttendantTrainingCertificateofCivilAviationChina中国民用航空客舱乘务员训练合格证2CivilAviationMedicalCertificate民航航空人员体检合格证3CAACCrewPass空勤登机证Task1.2HavingaPre-flightBriefing1.2.1TypicalTask:HavingaPre-flightBriefing(PS=purser;FA=flightattendant;FAs=flightattendants;)PS:Goodmorning,I’mXuHua,thepurserfortoday’sflight.Now,let’sbeginourbriefing.Nicetomeetyou.FAs:Nicetomeetyou,too.PS:Nowlet’sgettoknoweachother.Let’sstartoverhere.FA1:MynameisLiMei.FA2:I’mWangFang.FA3:Myname’sZouLing.FA4:I’mLiuJing.Task1.2HavingaPre-flightBriefing1.2.1TypicalTask:HavingaPre-flightBriefingPS:OK.WeareboundforSingaporeonanAirbus320byFlightCQ023HONGYAN.Theflightisscheduledtodepartat8:25a.m.andarriveat1:35p.m.Theflighttimeis5hoursand10minutes.FA2:I’msorrytointerruptyou,MissXu.How’stheweatherinSingapore?PS:Well,accordingtotheweatherforecast,it’ssunnyinSingapore.Thetemperaturerisesto28℃

anddropsto22℃.

FA3:MissXu,howmanypassengershascheckedinfortoday’sflight?PS:109.Wehave9checkedinfirstclass,100ineconomyclass.FA3:Oh,Isee.That’salightpassengerloading.PS:Beforecheckingtheequipment,pleasecheckeachother’shair,makeup,fingernails,andsyncwatches.FAs:OK.TheProcedureforHavingaPre-flightBriefingStepsActionsStep1Doself-introduction.Step2Informtheflightroute.Step3Informtheweatherofthedestination.Step4Informthepassengerloading.Step5Checkprofessionalimage.Task1.2HavingaPre-flightBriefing1.2.1TypicalTask:HavingaPre-flightBriefingTask1.2HavingaPre-flightBriefing1.2.2LearningandDoing:SimulatingHavingaPre-flightBriefingSupposeyouareflightattendantsoftoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouarehavingpre-flightbriefing.1.Putthedescription(s)anddialoguesinorderaccordingtotheprocedureandthenwritethenumbersinthefollowingtable.(1)PS:WeareboundforChongqingonanAirbus320byFlightCQ023HONGYAN.Theflightisscheduledtodepartat3:35p.m.andarriveat8:45p.m.Theflighttimeis5hoursand10minutes.(2)PS:Nowlet’sgettoknoweachother.Let’sstartoverhere.FA1:MynameisLiMei.FA2:I’mWangFang.FA3:Myname’sZouLing.FA4:I’mLiuJing.Task1.2HavingaPre-flightBriefing1.2.2LearningandDoing:SimulatingHavingaFlightBriefing(3)FA1:MissXu,howmanypassengershavecheckedinfortoday’sflight?PS:108.Wehave9checkedinfirstclass,99ineconomyclass.FA1:Oh,Isee.That’salightpassengerloading.(4)FA2:MissXu,how’stheweatherinChongqing?PS:Well,accordingtotheweatherforecast,it’ssunnyinChongqing.Thetemperaturerisesto33℃anddropsto25℃.(5)PS:Beforecheckingtheequipment,pleasecheckeachother’shair,makeupandfingernails.FAs:OK.Supposeyouareflightattendantsoftoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouarehavingpre-flightbriefing.1.Putthedescription(s)anddialoguesinorderaccordingtotheprocedureandthenwritethenumbersinthefollowingtable.Task1.2HavingaPre-flightBriefing1.2.2LearningandDoing:SimulatingHavingaFlightBriefingHavingaPre-flightBriefingStepsActionsExpressionsStep1Doself-introduction.

Step2Informtheflightroute.

Step3Informtheweatherofthedestination.

Step4Informthepassengerloading.

Step5Checkprofessionalimage.2.Makeadialogueaccordingtothesituationgivenabove.Task1.2HavingaPre-flightBriefing1.2.3FurtherTask:DistributingSpecialPassengerServicePS:Goodmorning,everyone.Todaythereisanunaccompaniedminor(6yearsold),apregnant

woman(25weeks),ayoungwomanwithaninfant(4months),ablindman,1senior

passenger,

2passengerswithspecialmealsandaVIP(Mr.Davis)flyingwithusfromChongqingtoSingapore.IwilltakefirstclasswithFA1,andtheotherswillbeineconomyclass.FAs:OK.PS:FA2,pleaseensurethatthechild’stravellingdocumentsareloadedinatransparentbaglikethiswithhisnameattachedtothebag.FA2:Okay.MayIhavehisnamenow?PS:HisnameisLiKang,andthenicknameisKangkang.Hisparentswillbedrivinghimhereinaboutfifteenminutes.Whentheyarrive,pleasebringthemtomefirstandthentakethechildthroughallthenecessaryformalities.Task1.2HavingaPre-flightBriefing1.2.3FurtherTask:DistributingSpecialPassengerServiceFA2:Noproblem.PS:FA3,pleasehelpthepregnantpassenger,andassistthepassengerwithaninfant.FA3:OK!PS:FA4,pleasehelptheblindmanandtheseniorpassengerduringthejourney.Inaddition,youareinchargeofthespecialmealserviceof2passengers.Hereistheinformationofthepassengers.FA4:OK!PS:FA1,Mr.DaviswillbetravelingwithustoSingapore.HeistheGoldCardpassengerofourairline.FA1:Isee.PS:Thanksforyourcooperation!Haveagoodjourney.Task1.2HavingaPre-flightBriefingSpecialPassengerCode四字代码释义四字代码释义BLND视觉残疾的旅客INF婴儿旅客BSCT婴儿摇篮服务MEDA伤病旅客CHD儿童旅客MAAS需要引导和/或协助办理手续的旅客DEAF听觉残疾的旅客SVAN客舱运输导盲犬/助听犬DEPA有人押送的遣返旅客ESAN客舱运输精神抚慰犬DEPU无人押送的遣返旅客STCR担架服务DNPA肢体残疾但无需轮椅的旅客UMNR无成人陪伴儿童DPNA智力残疾或精神残疾的旅客WCHC机上轮椅服务INAD被拒绝入境旅客WCHR地面轮椅服务LEGL左腿受损的旅客WCHS登机轮椅服务LEGR右腿受损的旅客Task1.2HavingaPre-flightBriefingUnaccompaniedMinorRequestedForCarriage-handlingAdvice无成人陪伴儿童乘机申请书To至

Date日期

NameofMinor儿童姓名

Gender性别

DateofBirth出生年月

Age年龄

Routing航程From从To至FlightNo.航班号Class等级Date日期

Station航站NameofPersonAccompanying接送人姓名Address&TelephoneNo.地址、电话OnDeparture始发站

StopoverPoint中途分程站

StopoverPoint中途分程站

StopoverPoint中途分程站

OnArrival到达站

Name,AddressandTelephoneNo.ofParent/Guardian儿童父母或监护人姓名、地址、电话Task1.2HavingaPre-flightBriefingPart2Pre-flightCheck“实施航前检查”产出任务单TasksTypicalTaskTypicalTaskFurtherTaskTaskDescription检查客舱设备检查客舱用品清舱检查TaskRequirements分析检查客舱设备流程；用英语模拟检查客舱设备；线下课堂展示；小组协作完成。分析检查客舱用品流程；用英语模拟检查客舱用品；线下课堂展示；小组协作完成。分析实施清舱检查流程；用英语实施清舱检查；在线视频展示；小组协作完成。KnowledgeObjectives掌握客舱设备的词汇；掌握检查客舱设备的流程；掌握检查客舱设备的常用表达。认识客舱用品的词汇；掌握检查客舱用品的流程；掌握检查客舱用品的常用表达。了解清舱内容；掌握实施清舱检查的流程掌握实施清舱检查的常用表达。AbilityObjectives

能准确、迅速地说出客舱设备的英文名称；能规范、熟练地检查客舱设备。能准确、迅速地说出客舱用品的英文名称；能规范、熟练地检查客舱用品。能规范、熟练地实施清舱检查。QualityObjectives.内化以“三个敬畏”为核心的民航精神；培养恪尽职守的工作品质。.内化严谨科学的专业精神；强化安全责任意识

培育敬业奉献的职业操守；养成规范操作的职业习惯。Part2Pre-flightCheckUsefulExpressionsENGLISHCHINESEENGLISHCHINESEseniority资历qualification资格entertainmentequipment娱乐设备emergencyequipment应急设备megaphone扩音器liferaft救生筏cabinsupplies客舱用品galley（船或飞机上的）厨房lavatory卫生间amenities便利设施overheadcompartment头顶行李舱clearanceinspection清舱检查underway进行中的copythat收到（口语）locker储物柜rearcabin后舱Task1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipment(Thepurserassignstasksandasksflightattendantstohaveapreflightcheckofequipmentforthecomingflight.)

PS:Goodmorning,everyone.NowIwillassigntasksbyseniorityandqualificationforthecomingflight.IwilltakefirstclasswithFA1.Therestofyouwillbeineconomyclass.FA2,wouldyoupleasechecktheentertainmentequipment,includingcallbuttons,videosandaudiosandreadinglights,toseeifitcanfunctionnormally?FA2:OK.PS:FA3,pleasechecktheemergencyequipment.Wouldyoupleasetelluswhatyoushouldcheck?Task1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentFA3:OK.Ishouldcheckfireextinguishers,first-aidkits,lifevests,oxygenmasks,megaphones,andliferafts.PS:Everyoneshouldreviewtheemergencyproceduresandpayattentiontosafety.Incaseofemergency,weneedtofirstprotectourselves,butalsocareforthepassengers.Iftheyarenervous,whatshouldwesay?FA4:Don’tworry.We’rewelltrainedforthissituation.Don’tbescared.PS:OK.Thankyouforyourcooperation.Task1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentTheProcedureforCheckingEquipmentStepsActionsStep1Purserassignsgeneraltasks.Step2Specifytheentertainmentsystemcheck.Step3Specifytheemergencyequipmentcheck.Step4Purseremphasizesemergencyprocedures.Task1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentCabinCrewPositionMainResponsibilitiesNo.1（PS）01号1.Confirmtheworksituationofthecabincrewmembers,andberesponsibleforthebroadcastduringthewholeflight;2.Signtheloadsheet(loadandbalancesheet),cargomanifest,onboardsupplylist,andpassengernumberhandoverform;3.Beresponsibleforcheckingthenumberofpassengers;4.BeresponsiblefortheL1doorslide,entertainmentsystemmanagement,andfrontcabinservice1.确认好号位乘务员工作情况，负责全程广播；2.签收舱单（载量平衡表）、货单、机供品配备清单、旅客人数交接单；3.负责核对人数；4.负责L1门滑梯、娱乐系统管理、前舱服务No.2（FA1）02号1.Checktheemergencyequipment,serviceequipment,hygienecondition,onboardsupply,mealinventory,andsafetydemonstrationsuppliesintheresponsiblearea;2.Cooperatewiththepurserinthefrontcabinwork(galley,cockpit,andlavatory);3.BeresponsiblefortheR1doorslide,welcomingandsendingoffpassengers,andsafetydemonstration;4.Beresponsibleforthefineserviceandcateringserviceinthefrontcabin1.检查负责区域的应急设备、服务设备、卫生状况、机供品、餐食清点、安全演示用品；2.配合乘务长前舱工作（厨房、驾驶舱、卫生间）；3.负责R1门滑梯、迎送旅客、安全演示；4.负责前舱细微服务、餐饮服务Task1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentCabinCrewPositionMainResponsibilitiesNo.3（FA2）03号1.Checktheemergencyequipment,serviceequipment,hygienecondition,onboardsupply,andsafetydemonstrationsuppliesintheresponsiblearea;2.Cooperatewiththe4thcabincrewmembertocompletetherearcabinwork(galleyandlavatory);3.Beresponsibleforguidingpassengerstotheirseats,takingcareofspecialpassengers,andsafetydemonstration;4.Beresponsibleformanagingthewingexit1.检查负责区域的应急设备、服务设备、卫生状况、机供品、安全演示用品；2.配合4号乘务员完成后舱工作（厨房、卫生间）；3.负责引导旅客入座、照顾特殊乘客，安全演示；4.负责管理翼上出口No.4（FA3）04号1.Checktheemergencyequipment,serviceequipment,hygieneconditionintheresponsiblearea,andreporttherearcabininspectionitemstotheground;2.Beresponsibleforthereargalleywork,inventorytheonboardsupply,welcomeandsendoffpassengers,andconfirmtheexitseats;3.BeresponsiblefortheL2doorslideoperationandsafetydemonstration;4.Assistthepurserinmanagingtherearcabin,assistthe3rdcabincrewmemberincompletingtherearcabinservice1.检查负责区域的应急设备、服务设备、卫生状况，负责后舱检查事项的汇报；2.负责后厨房工作、清点机供品、迎送客和出口座位确认；3.负责L2门滑梯操作，安全演示；4.协助乘务长对后舱的管理，协助3号乘务员完成后舱服务No.5（FA4）05号1.Checktheemergencyequipment,serviceequipment,hygienecondition,andmealinventoryintheresponsiblearea.Beresponsibleforreportingtherearcabinmealsituation;2.Beresponsibleforthereargalleywork,inventorytheonboardsupply,welcomeandsendoffpassengers;3.BeresponsiblefortheR2doorslideoperation;4.AssistthecabincrewFA3andFA4indoingagoodjoboftherearcabinservice1.检查负责区域的应急设备、服务设备、卫生状况、餐食清点；负责后舱餐食情况的汇报；2.负责后厨房工作、清点机供品、迎送客；3.负责R2门滑梯操作；4.协助乘务员FA3、FA4做好后舱服务工作Task1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustration1海伦灭火器HalonFireExtinguisher2水灭火器WaterFireExtinguisher3氧气瓶OxygenBottle4发报机Transmitter5呼吸防护设备（PBE）ProtectiveBreathingEquipment6急救药箱First-aidKit7洗手间烟雾探测器SmokeDetector8手电筒Flashlight9救生衣LifeVest10舱门Hatch11滑梯分离器SlideSeparator12客舱应急撤离指示灯EmergencyIndicationLightTab.1.4EmergencyEquipmentTask1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustration1行李架LuggageRack2阅读灯ReadingLight3呼唤铃CallButton4通风孔Vent5遮光板WindowShade

6座椅Seat7小桌板TrayTableTab.1.5ServiceEquipmentTask1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustration8安全带Seatbelt9脚踏板Footrest10客舱通道CabinAisle11客舱灯光CabinLight12娱乐设备EntertainmentEquipment13通话设备InterphoneTab.1.5ServiceEquipmentTask1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustration1断路器CircuitBreaker2烧水器WaterBoiler3餐车Trolley4乘务员座椅JumpSeat5垃圾箱WasteCompartment6烤箱OvenTab.1.6GalleyEquipmentTask1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustration1坐便器Toilet2洗手池Sink3保温器WarmerTab.1.7LavatoryEquipmentTask1.3CheckingEquipment1.3.2LearningandDoing:SimulatingCheckingEquipmentSupposeyouarecrewmembersoftoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouarecheckingtheequipmentbeforepassengersboardingwiththeinstructionofthechiefpurser.Putthedescription(s)anddialoguesinorderaccordingtotheprocedureandthenwritethenumbersinthefollowingtable.(1)PS:Everyoneshouldreviewtheemergencyproceduresandpayattentiontosafety.Incaseofemergency,weneedtofirstprotectourselves,butalsocareforthepassengers.Iftheyarenervous,whatshouldwesay?FAs:Don’tworry.We’rewelltrainedforthissituation.Don’tbescared.(2)PS:Attention,please.NowIwillassigntasksaccordingtothequalification.IwilltakethefirstclasswithFA1,andtheotherswillbeineconomyclass.FAs:OK.(3)PS:Yang,pleasechecktheentertainmentsystemtoseeiftheycanfunctionnormally.Yang:Noproblem.Iwillcheckcallbuttons,videosandaudiosandreadinglightscarefully.(4)PS:Lin,pleasechecktheemergencyequipment?Lin:Yes,Iwillcheckthefireextinguishers,first-aidkits,lifevests,oxygenmasks,megaphones,andliferafts.Task1.3CheckingEquipment1.3.2LearningandDoing:SimulatingCheckingEquipmentSupposeyouarecrewmembersoftoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouarecheckingtheequipmentbeforepassengersboardingwiththeinstructionofthechiefpurser.2.Makeadialogueaccordingtothesituationgivenabove.CheckingEquipmentStepsActionsExpressionsStep1Purserassignsgeneraltasks.

Step2Specifytheentertainmentsystemcheck.

Step3Specifytheemergencyequipmentcheck.

Step4Purseremphasizesemergencyprocedures.Task1.4CheckingCabinSupplies1.4.1TypicalTask:CheckingCabinSuppliesPS:FA1,wouldyoupleasecheckthegalleyandthelavatory?FA1:Noproblem.Iwillchecktheoven,thewaterboilerdrinks,andmealsinthegalley.Next,Iwillmakesurethelavatoryamenitiesareinpositionandsufficient,wastebinsareclean,andflushbuttonsworknormally.PS:Well,pleasecheckthemwithcare.FA3andFA4,checkthecabintomakesureitemsinseatpocketsareincorrectsequence,theseat-beltsarecrossed,traytablesarestowed,armrestsaredown,allthewindowshadesareupandalloverheadcompartmentsareopen.FAs:We’repleasedtodothis.

(Thechiefpurserassignstasksandasksflightattendantstohaveapre-flightcheckofcabinsuppliesbeforepassengers’boarding.)Task1.4CheckingCabinSupplies1.4.1TypicalTask:CheckingCabinSuppliesTheProcedureforCheckingCabinSuppliesStepsActionsStep1Checksuppliesinthegalley.Step2Checksuppliesinthelavatory.Step3Checksuppliesinthecabin.Task1.4CheckingCabinSupplies1.4.2LearningandDoing:SimulatingCheckingCabinSuppliesSupposeyouarecrewmembersoftoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouarecheckingcabinsupplies.Putthedescription(s)anddialoguesinorderaccordingtotheprocedureandthenwritethenumbersinthefollowingtable.(1)PS:Pleasepayattentiontothedetailsinservice.Keepsmilingandprovidegoodservice.FAs:Noproblem.(2)PS:Howaboutthegalleyandthelavatory?FA1:Ihavecheckedovens,waterheaters,drinks,andmealsinthegalley.Thelavatoryamenitiesareinpositionandsufficient,wastebinsareclean,andflushbuttonsworkwell.(3)PS:Wouldyoupleasecheckthecabin?FA2:Gotit.Theitemsintheseatpocketareincorrectsequence,seatbeltsarecrossed,traytablesarestowed,armrestsaredown,allthewindowshadesareupandalloverheadcompartmentsremainopen.Task1.4CheckingCabinSupplies1.4.2LearningandDoing:SimulatingCheckingCabinSuppliesSupposeyouarecrewmembersoftoday’sflightwhichdepartsfromSingaporetoChongqing.Nowyouarecheckingcabinsupplies.2.Makeadialogueaccordingtothesituationgivenabove.TheProcedureforCheckingCabinSuppliesStepsActionsExpressionsStep1Checksuppliesinthegalley.

Step2Checksuppliesinthelavatory.

Step3Checksuppliesinthecabin.

Task1.4CheckingCabinSupplies1.4.3FurtherTask:InspectingClearancePS:Allflightattendants,pleasepayattention.Clearanceinspectionisnowunderway.FAs:Copythat.PS:FA1andFA2,pleasecheckluggageracks,seats,frontovens,lockers,servicecounters,andtrashbags.FAs:Allcheckedout.Nostrangers.Noforeignobjects.PS:OK.Flightattendantsintherearcabin,pleasechecklockers,washrooms,cloakroomsandsoon.FA3:Therearcabinareahasbeenchecked.Nostrangers.Noforeignobjects.PS:OK.Thecabinisclearedandpleasegetreadytowelcomepassengersaboard.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Project2PassengerReceptionBackgroundGreetingpassengersisoneofthemostimportantaspectsofin-flightservice.Thistaskincludeshelpingpassengerschecktheirboardingpasses,guidingthemtotheirseatsandassistingthemwiththeirbaggage.TasksPart1LeadingPassengersTask2.1AnnouncementTask2.2LeadingPassengersPart2BaggageHandlingTask2.3AnnouncementTask2.4HelpingPassengersHandleBaggageLearningObjectivesKnowledgeandSkills:tobeabletocommunicatewithpassengersinEnglish;tobeabletomakeanannouncementwhenpassengersboard;toknowtheproceduresofleadingpassengersandhelpingpassengershandlebaggage.ProcessandMethods:tolearnaboutworkflowsandworkcontentthroughTypicalTask;toacquirethecoreskillsofleadingpassengersandhelpingpassengershandlebaggagethroughLearningandDoing,FurtherTaskandInnovativeTask;toevaluatelearningoutcomesthroughclassroomexercisesandpost-classassessments,forminglearningreflections.EmotionalAttitudesandValues:tocultivatetheawarenessofculturalconfidence;tocultivatetheawarenessofactiveservice;tocultivatetheawarenessofteam-work;tocultivatetheawarenessofresponsibility.ExpectedLearningOutcomesOutcomePresentation:Workingasflightattendants,studentsaresupposedtouseEnglishastheworkinglanguage,leadingpassengersandhelpingpassengershandllebaggage.OutcomeAssessment:EnglishProficiencyTestforFlightAttendants(Listening,Oral&WrittenTest);1+XAviationEducationTest.LearningSuggestions:LearnfromTypicalTask;doasTypicalTaskdoes;solveproblemscreatively.PassengerReceptionProject2TasksAnnouncementTypicalTaskFurtherTaskInnovativeTaskTaskDescription播报迎接旅客登机的广播词引导旅客就座引导特殊旅客就座播报安全须知及评估应急出口座位旅客TaskRequirements用英语播报迎接旅客登机的广播词；在线音频展示；独立完成。用英语引导普通旅客就座;线下课堂展示；小组协作完成。用英语引导特殊旅客就座在线音频或视频展示；小组协作完成。用英语播报安全须知及评估应急出口座位旅客；在线音频或视频展示；小组协作完成。KnowledgeObjectives熟悉迎接旅客登机的广播词认识客舱座位号；掌握引导旅客就座的流程；3.掌握引导旅客就座的常用表达。.掌握服务特殊旅客的工作要点；掌握引导特殊旅客就座的注意事项；掌握引导特殊旅客就座的常用表达。了解应急出口座位安排的相关规定；掌握评估应急出口座位旅客的流程；掌握评估应急出口座位旅客的常用表达。AbilityObjectives能准确、熟练地播报迎接旅客登机的广播词能用正确手势引导旅客入座；能规范、熟练地引导旅客就座。1.能准确、快速识别特殊旅客；2.能规范、熟练地引导特殊旅客就座。能准确、熟练地介绍应急出口座位；能正确评估旅客是否符合应急出口就座条件并根据情况协调处理。QualityObjectives.树立“旅客至上”的服务理念；培养严谨的工作态度。树立文化自信；培养和蔼友善的工作态度。培育敬业奉献的职业操守；2.强化共情服务意识。.内化严谨科学的专业精神；培养安全第一的职业意识。Part1LeadingPassengers“迎接旅客登机”产出任务单Part1LeadingPassengersUsefulExpressionsboard登机boardingpass登机牌indicate显示edge边缘approach接近assignedseat指定座位onlinecheck-in网上值机considerate考虑周到的assess评估emergencyexitseat应急出口座位evacuate撤离safetyinstruction安全须知WelcomeBoardingLadiesandgentlemen,WelcomeaboardChongqingAirlines.Pleasetakeyourseataccordingtotheseatnumberonyourboardingpass.Thenumberisindicatedontheedgeoftheoverheadcompartment.Pleasedonotchangeseatsbyyourselves.Ifyouneedanyhelp,pleasefeelfreetoapproachanyofourcabincrew.Thankyouforyourcooperation!Task2.1AnnouncementTask2.2LeadingPassengers2.2.1TypicalTask:LeadingPassengers(Apassengerisaskingaflightattendanttohelphimfindhisassignedseat.)FA:Goodmorning,Sir.Welcomeaboard.PAX:Goodmorning.Couldyoutellmewheremyseatis?FA:Sure.MayIseeyourboardingpass,please?PAX:Hereyouare.FA:Youseatnumberis21C.Theseatnumberisindicatedontheedgeoftheoverheadcompartment.Thisway,please.I’llshowyouyourseat.PAX:Thankyou.FA:Mypleasure.Task2.2LeadingPassengers2.2.1TypicalTask:LeadingPassengersTheProcedureforLeadingPassengersStepsActionsStep1GreetapassengerStep2AskthepassengertoshowtheboardingpassStep3DirectthepassengertotheassignedseatTask2.2LeadingPassengers2.2.2LearningandDoing:SimulatingLeadingPassengersSupposeyouareaflightattendantontoday’sflightwhichdepartsfromSingaporetoChongqing.Nowapassengerisboardingandasksyoutohelphimfindhisassignedseat.Putthedescription(s)anddialoguesinorderaccordingtotheprocedureandthenwritethenumbersinthefollowingtable.Makeadialogueaccordingtothesituationgivenabove.(1)FA:Thisway,please.Iwillleadyoutoyourseat.PAX:Thankyou.FA:Hereisyourseat,19A.PAX:Thankyou.(2)PAX:Couldyoudirectmetomyseat?FA:Sure,mayIseeyourboardingpass?PAX:Hereyouare.FA:Yourseatis19A.(3)FA:Goodmorning,sir.Welcomeaboard.Le