城市轨道交通客运服务英语（第二版）课件 Unit 5 Disposal of PassengerSpecial Affairs 乘客特殊事务处理

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用语Part2TicketAffairs

票务事务Part3ServiceInTheConcourse站厅服务Part4ServiceInthePlatform站台服务Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理Task5.1DealingwithComplaints

投诉处理

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理一、UsefulExpressionsMakingaComplaint1.I’mafraidIhaveacomplaint.Thereseemstobesomethingwrongwith(theair-conditioning).

我想投诉。（空调）有问题。2.Excuseme.I’vegotabitofaproblemhere.Yousee,

(theticketgateistoonarrowforthewheelchairtopass

through).

对不起，我有个问题,（闸机门太窄了，轮椅无法通过）。3.I’msorrytohavetosaythis,but(you’vemadetoomanymistakesinyourreport).

不好意思，我不得不说，（你的报告里面错误太多了）。4.Iwanttomakeacomplaintabout(thelaptopIboughtlastweek)我想投诉（我上周买的笔记本电脑）。MakingaComplaint5.Doyouthinkyoucould(turnyourmusicdown)?

你是否可以（把音量调小一些）？6.Wouldyoumind(turningyourmusicdown)?

你是否介意（把音量调小一些）？7.Ifyoudon’tchangeit,I’mafraidI’llhavetoreporttothemanager.

如果你不改的话，恐怕我得向经理汇报了。8.Idon’twanttobringthisup,butyoureallycan’tgoonlikethis,youknow.

我不想提这事，但是你真得不能这样下去了。

ExercisesA.Fillintheblankswiththewordsgiveninthebox.

Thenreadthepassageoutloud.air-conditioningaccessibilitydisableddrenchedstep-freeupgrading

Myname’sLiRan.Iworkatasubwaystation.Today,Idealtwithtwocomplaints.Thefirstpassengercomplainedaboutthe__________onboard.Hesaiditwassohotonthetrainthateveryonewas__________insweat.Ifeltsorryaboutit,andItoldhiman__________projectwasunderway,andhopefullywewouldhaveacoolertrainintwoweeks.ThesecondcomplaintwasmadebytwocollegestudentsfromLondon.Theycomplainedaboutthe__________ofthesubwaystations.Theyfounditinconvenientfor__________peopletotakethesubway.Itooktheircomplaintsseriously,andIthinkweneedtomaketheMetromoreaccessibletoeveryoneandincreasethenumberof__________stations,wherepassengerscangetfromstreettoplatformlevelwithoutusingstairsorescalators,fortheconvenienceofwheelchairusers.

1.blockthedoorway3.eatafullmeal2.turnyourmusicdown4.moveovera________

b________c________

d_________

B.Whatarethemissingwordsineachpicture?Matchthepicturewiththewordsinthebox.Roleplay

A.Workwithyourpartnertocreateadialogbasedonthegivensituation.

SupposeyouareaMetroemployeeandhavetodealwithacomplaintfromapassengerwhotriedtoescapethesecuritycheckbutwasstoppedbythesecurityguards.Hefeltangryandcomplainedtoyouaboutthebadattitudeofthesecurityguardsandtherepeatedsecuritychecksonthesameday.

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用语Part2TicketAffairs

票务事务Part3ServiceInTheConcourse站厅服务Part4ServiceInthePlatform站台服务Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理

Task1.2DealingwithComplaints

投诉处理

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理Acceptingacomplaint1.Oh,I’msorryaboutthat.

我很抱歉。2.Ican’ttellyouhowsorryIam.

我真是太抱歉了。3.Iwishithadneverhappened.

真希望这件事没有发生过。4.Ohdear,I’mawfullysorry.

噢，我的天，我太抱歉了。5.I’msosorry,Ididn’trealizeit.

对不起，我没有意识到这一点。Puttingoffacomplaint1.Isuggestyouleaveitwithusandwe’llseewhatwe

cando.

我建议您把东西留在这里，我们会处理。2.Isuggestyouleaveitwithusandwe’llseewhatcan

bedone.

我建议您把东西留在这里，我们会处理。3.I’mafraidthemanager/bossisn’tinatthemoment.

Couldyoucalllater?

恐怕经理现在不在。您能否晚些时候再打电话？C.Herearefour

subwaypostersthat

remind

peopleaboutinappropriatesubwaybehavior.Whatis

eachposterdrivingat?Matchtheposterswiththe

sentencesinthebox.1.Pleasebeconsideratetothosearoundyouonthetrain.2.Pleasedonotrushintothetrain.3.Pleaserefrainfromdrunkenbehavior.4.Pleaserefrainfromputtingonmake-uponthetrain.a________

b________c________

d_________B.Usethequestionsbelowtointerview

yourpartner.Thenchangeroles.1.Whichstationdoyouworkat?2.Howmanycomplaintsdoyouhavetodealwithonanaverageday?3.Whatarethetopthreecomplaintsthatpassengers

usuallymake?Howdoyoudealwiththem?

RoleplayUrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用语Part2TicketAffairs

票务事务Part3ServiceInTheConcourse站厅服务Part4ServiceInthePlatform站台服务Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理

Task2.1TheLargeNumberofPassenger大客流

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理一、UsefulExpressionsA.Stationinstructions车站提示

1.Distinguished

passengers,

please

wait

for

the

train

in

accordance

with

the

ground

down

and

up.After

you

get

on

the

train,please

make

a

way

from

the

doors,

thank

you.

各位尊敬的乘客，请您按照站台地面标识排队候车，先下后上，上车后，往车厢中部走，多谢合作！2.Pleasefollowthedirectionofstationstaffandleavethestationinorder.

请按车站工作人员的指引有次序地离开车站。3.Followthedirectionsofstationstafftoleavethetrainorstationassoonaspossible.

听从工作人员指引，尽快离开车厢、车站。4.We'renowatGZRailwayStation

.Pleasegetreadytoalightfromtheleftside.

广州火车东站到了，下车的乘客请提前做好准备，从左门下车。5.Thetrainwillstartsoon,pleaseboardthetrainwithoutdelay.

列车马上就要开车了，请抓紧时间上车。6.Thecariscrowed,pleasetakecareofyourbelongings.

车上人多，请保管好您的行李物品。Roleplay

A.Workwithyourpartnertocreateadialogbasedonthegivensituation.

Situation

SupposeyouareaMetrostationstaff，andapassengerisnowcomplainingaboutgreatcapacity.Pleasedescribethemethodsforgreatcapacitycontrol.

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用语Part2TicketAffairs

票务事务Part3ServiceInTheConcourse站厅服务Part4ServiceInthePlatform站台服务Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理Task2.2TheLargeNumberofPassenger大客流

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理一、UsefulExpressionsB.Waitinginline有序排队

1.Norushing,please.别挤。2.Gothroughthegateonebyone,please.请一个个有序地过闸机。3.Pleasemoveforward.请您尽量往前站。4.Pleaselineup(inorder).

请(按顺序)排好队。5.Noloitering,stationcrowded站内拥挤，请勿逗留。

此级标题建议中英文对照，全书统一。Dialogue1TheTrainOutOfService地铁停运P:What’sup?Thestationisthrongedwithpassengers,butnotasingletrainisinsight.

怎么了？车站里都是人，但一辆车也见不到。S:Sorry,greatcapacityknockedoutserviceontheline10minutesago.

对不起，10分钟前大客流导致地铁停运。P:Howlongwillittaketorestorethepower?

那多久才能修复呢？S:Thepowerwasresumedjustamomentago,butitmaytakeabout25minutesforthetraintoarrive.

电力刚恢复了，但是列车还需25分钟才能到达啊。P:Oh,that’stoolong,Ican’twait.Whataboutmyticket?

太长时间了，我等不了那么久。那我的票怎么办呢？S:YoucangetarefundattheServiceCenter.

您可以到服务中心领取退款。P:Isee.

明白了。S:Goodbye,andsorryagainfortheinconvenience.

再见，对于给您造成的不便再次表示抱歉。Notes:PreferstoPassengerSreferstoSubwayStaffP代表乘客S代表地铁员工Trytothinkanduse

TrytothinkandusePleasetrytousethephrasesbelowtoformsomesentencesthatcanbeusedinthemetroforlargernumberofpassengers..1.lineup2.assoonaspossible3.priority

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用语Part2TicketAffairs

票务事务Part3ServiceInTheConcourse站厅服务

Part4ServiceInthePlatform站台服务

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理

Task3.1Breakdowns

地铁故障

Part4ServiceInthePlatform站台服务一、WordsandPhrasesinquirev.

打听，询问throngv.

（人群）在……聚集insight看得见的powerfailure断电Knockout破坏，使不能运转restorev.

恢复resumev.

（中断后）重新开始，继续refundn.

退款inconveniencen.

不方便signaln.

信号suspendv.

暂停onone’swayto在去……的途中incase以防万一jamv.

使挤入，使塞满mobilizev.

调动divertv.

转移WordsandPhrases二、UsefulExpressionsInquiringaboutabreakdown1.What’sup?

出了什么事？2.Notasingletrainisinsight!

一辆列车也看不到。3.Howlongwillittaketorestorepower?

多久才能修复供电？ Roleplay.

Workwithyourpartnertocreateadialogbasedonthegivensituation.Ayoungmanisonhiswaytowork.Unfortunately,thesubwayservicehasbeensuspendedduetoapower

failure,andhehastotakethebusinstead.Heasksforarefundandaletterofapology.UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用语Part2TicketAffairs

票务事务Part3ServiceInTheConcourse站厅服务

Part4ServiceInthePlatform站台服务Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理

Task3.2Breakdowns

地铁故障

Part4ServiceInthePlatform站台服务二、UsefulExpressionsReplyingtoinquiries1.Apowerfailureknockedoutserviceontheline20minutesago.20分钟以前线路停电导致地铁停运。2.Somethingiswrongwiththesubwaysignalsystem,andtheserviceissuspendedfornow.Ithinkit’sbetterforyoutotakeabus.

地铁信号系统出现故障，目前列车停运。您最好改乘公交车。3.YoucangetarefundandaletterofapologyattheServiceCenter.您可以到服务中心领取退款和致歉信。4.Here’saletterofapology,youcantakeitjustincase.

这里有一封致歉信，请拿好以防万一。5.Thereareanybusesoutsidethestationwaitingtotakepassengers.Somewilltakeyoutosubwaystationsnearbythatareinservice.

站外很多公交车在等候载客。其中一些会带你去附近运营正常的车站。6.80busesweremobilizedtodivertpassengers,sotheywon’tbeverycrowded.

我们调运了80辆公交车来转移乘客，所以车上并不太挤。

C.Fillintheblankswiththewordsgiveninthebox.Thenreadthepassageoutloud.automaticcollidedinjuredcollapsedsignalcrushed

AfatalaccidentoccurredinWashingtonD.C.onJune22,2009,onitsextensivesubway,thesecondbusiestandoneofthenewestintheU.S.Atrain________intotherearofanotherwhichhadstoppedatanabove-groundstation.

Thefrontcarofthemovingtrain_________.Ninepeopleinthatcarwerekilled,and52inbothtrainswere______.Theimmediatecauseoftheaccidentwasthefailureofthe_________traincontrolsystemtodetectthestationarytrainandsenda________forthemovingtraintostop.Peoplewerekilledbecausethefrontofoneofthecarswas________duetostructuraldesignflaws.

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用语Part2TicketAffairs

票务事务Part3ServiceInTheConcourse站厅服务

Part4ServiceInthePlatform站台服务

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理

Task3.3Breakdowns

地铁故障

Part4ServiceInthePlatform站台服务三、ExercisesA.VocabularylinkHerearesomecommoncausesofsubwaybreakdowns.MatchtheChinesewiththeEnglish.

停电 electricalfaults刹车故障 escalatormalfunction电力故障 failureofthesignalsystem信号系统故障failureoftheautomatictrain

controlsystem自动扶梯故障 powerfailure列车自动控制系统故障 failureofthebrakesystemB.Here’sapicturetakenfromChinaDaily.Discusswithyourpartnerthefollowingquestions.1.Wherewasthepicturetaken?2.Whatarethesepeopledoing?3.Whyaretheresomanypeople?Pleasesuggestatlastonereasonthatcouldleadtosuchasituation.I.Usethequestionsbelowtointerviewyourpartner.Thenchangeroles.1.Doyouoftenhavetodealwithsubwaybreakdownsatwork?2.Whatarethecommoncausesofbreakdownsatyourstation?3.Howdoesyourstationusuallyrespondtobreakdowns?4.Howdoyouusuallyreassureanxiouspassengersdelayedbyabreakdown? Roleplay.WordsforReferenceelectricalfaults

escalatormalfunctionpowerfailure failureofthesignalsystemfailureofthebrakingsystemfailureoftheautomatictraincontrolsystemcollide crushrefund letterofapologymobilizebusestodivertpassengerstakepassengerstonearbystationssomethinggoeswrongwith…knockoutservice Servicehasbeensuspended.Servicewillberesumedinabout20minutes.UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用语Part2TicketAffairs

票务事务Part3ServiceInTheConcourse站厅服务

Part4ServiceInthePlatform站台服务

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事务处理

Task4.1Emergencies

紧急事件

Part4ServiceInthePlatform站台服务一、WordsandPhrasesoperator

n.

（设备、机器的）操作员car

n.

（列车）车厢emergencyn.

紧急情况brake

n.

刹车，制动装置faint

v.

昏厥，晕倒scare

v.

使害怕,使惊恐pullv.

拉heartattack 心脏病ambulance

n.

救护车resetv.

重新设定，重新设置brakingsystem 刹车系统incaseof 假如发生，万一dragv.

拉，拽，拖crew

n.

(船、飞机、火车上的)工作人员evacuationn.

疏散evacuatev.

疏散transferv.

转移collide v.

碰撞electricaladj.

电的minoradj.

较小的，次要的collisionn.

碰撞injurev.

受伤

Exercise:A.WhataretheycalledinEnglish?

a_______________b_______________

c_______________d_______________e________________f_________________1.emergencybrake2.emergencydoorhandle3.firealarm4.fireextinguisher5.passengerintercom6.safetyhammer

Exercise:B.Howtouseafireextinguisher?Discussitwithyourpartnerandfillintheblanks.Whatarethefourmajorpartsofafireextinguishercalled?Matchthenumbersinthepicturewiththewordsinthetable.pinlevernozzlehandleWhataretheproceduresforoperatingafireextinguisher?Arrangethefollowingsentencesinorder.Pullthepin.Squeezethelever.Sweepfromsidetoside.Aimatthebaseofthefire.Roleplay.

Workwithyourpartnertocreateadialogbasedonthegivensituation.

Afirehasbrokenoutinthetunnel.Thetrainoperatorhas

tostopthetrain,butthefirstthreecarsareinthetunnelandtherestareinthestation.Heguidespassengerstotheportionofthetrainthatisinthestation,wheretheystepoutofthesidedoors,safely

ontotheplatform.UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.Beabletoanswerandexplainrelevantsubwayregulations