《民航空乘英语》课件2

民航空乘英语欢迎参加民航空乘英语课程。本课程旨在提升空乘人员的英语沟通能力，确保为乘客提供优质服务。课程目标及学习内容概览提升英语沟通能力掌握航空业特定词汇和表达方式，增强与国际旅客的交流能力。熟悉航空服务流程学习从登机到下机全过程中的英语应用，提高工作效率。应对紧急情况培养在特殊情况下的英语应变能力，确保乘客安全。提升服务质量通过优质的英语服务，提高乘客满意度和航空公司声誉。航空公司服务标准及员工行为准则服务标准遵循"安全第一，服务至上"的原则。保持微笑，态度友善，语言得体。行为准则着装整洁，仪态端庄。尊重乘客隐私，保持专业形象。遵守公司规章制度。航空英语口语技巧清晰发音注重单词的准确发音，特别是航空专业词汇。适当语速保持适中的语速，确保乘客能够理解。语气友善保持愉悦的语气，传达热情和专业。登机过程中的英语表达1欢迎登机"Welcomeaboard.MayIseeyourboardingpass,please?"2引导座位"Yourseatis15A,ontheleftsideoftheaisle."3行李安置"Letmehelpyoustoreyourluggageintheoverheadcompartment."客舱内服务英语餐饮服务"Wouldyoulikechickenorfishforyourmaincourse?"娱乐系统"Here'showtousethein-flightentertainmentsystem."舒适询问"Isthetemperaturecomfortableforyou?"应急情况下的英语应对保持冷静"Pleaseremaincalmandlistentothefollowinginstructions."氧气面罩使用"Pullthemasktowardsyouandplaceitoveryournoseandmouth."安全带指示"Fastenyourseatbelttightlyandstayinyourseat."疏散指令"Exittheaircraftusingthenearestemergencyexit."投诉处理英语1倾听"Iunderstandyourconcern.Couldyoupleaseexplainthesituation?"2道歉"Isincerelyapologizefortheinconveniencecaused."3解决"LetmeseewhatIcandotoresolvethisissueforyou."4跟进"I'llfollowupwithyoupersonallytoensureeverythingissatisfactory."机场工作人员英语交流行李处理"Couldyoupleasecheckifthisluggagehasarrived?"登机口变更"TheboardinggateforflightCA123hasbeenchangedtoG20."安检沟通"Pleaseinformpassengerstoremovelaptopsfromtheirbags."航班延误及取消情况下的英语沟通延误通知"WeregrettoinformyouthatflightMU789hasbeendelayedduetoweatherconditions."取消安排"Yourflighthasbeencancelled.Wecanrebookyouonthenextavailableflight."行李交接英语1行李标签"Pleasemakesureyourluggagetagisclearlyvisible."2重量限制"Theweightlimitforcheckedbaggageis23kgperpiece."3特殊物品"Doyouhaveanyfragileorvaluableitemsinyourluggage?"4行李追踪"Youcantrackyourluggagestatususingthisbaggageclaimnumber."安全检查英语物品检查"Pleaseremoveallelectronicdevicesandliquidsfromyourbag."安检门"Stepthroughthemetaldetectorwhenthelightturnsgreen."随身物品"PlaceyourbelongingsinthetrayforX-rayscreening."自我介绍及问候语初次见面"Hello,I'mLisa.I'llbeyourflightattendanttoday."日常问候"Goodmorning!Welcomeaboard.Howareyoutoday?"告别语"Thankyouforflyingwithus.Haveagreatday!"航班信息英语1航班号"ThisisChinaSouthernAirlinesflightCZ3103toBeijing."2飞行时间"Ourestimatedflighttimeis2hoursand30minutes."3天气情况"Theweatheratourdestinationissunnywithatemperatureof25°C."4到达信息"We'reexpectedtoarriveatTerminal3ofBeijingCapitalInternationalAirport."指示牌和标识英语机型介绍英语波音787"ThisBoeing787Dreamlinerfeatureslargerwindowsandimprovedcabinpressureforyourcomfort."空客A350"TheAirbusA350offersaquietercabinandadvancedairfiltrationsystem."航班起降英语起飞准备"We'repreparingfortakeoff.Pleasefastenyourseatbelt."爬升阶段"We'vereachedourcruisingaltitudeof10,000meters."下降阶段"We'vebegunourdescent.Pleasereturntoyourseat."着陆"We'velanded.WelcometoShanghaiPudongInternationalAirport."餐饮服务英语菜单介绍"Today'smenuincludeschicken,fish,orvegetarianoptions."饮料服务"Wouldyoulikesometea,coffee,orjuice?"过敏询问"Doyouhaveanyfoodallergiesweshouldbeawareof?"娱乐设备使用英语屏幕操作"Tooperatethetouchscreen,simplytaptheiconyouwanttoselect."耳机使用"Youcanfindtheheadphonejackonthearmrestofyourseat."节目选择"Ourentertainmentsystemoffersmovies,TVshows,music,andgames."特殊服务需求英语1轮椅服务"We'vearrangedwheelchairassistanceforyouatthearrivalgate."2特殊餐食"Yourspecialmealrequestforagluten-freediethasbeennoted."3婴儿摇篮"Wecanprovideabassinetforyourinfantduringtheflight."4医疗协助"Ifyouneedanymedicalassistance,pleasedon'thesitatetoask."旅客健康问题英语急救"Isthereadoctoronboard?Wehaveamedicalemergency."晕机"Ifyou'refeelingairsick,wehavemotionsicknessbagsavailable."氧气需求"Doyouneedsupplementaloxygen?Wecanprovideanoxygenmask."行李重量及收费标准英语23kg经济舱限重Economyclasspassengersareallowedonepieceofcheckedluggageupto23kg.32kg商务舱限重Businessclasspassengerscancheckintwopieces,eachupto32kg.$50超重费用Excessbaggagefeeis$50perkilogramovertheweightlimit.舱内广播英语起飞前"We'reabouttotakeoff.Pleasefastenyourseatbeltandturnoffallelectronicdevices."巡航中"We'vereachedourcruisingaltitude.Youmaynowuseapprovedelectronicdevices."准备降落"We'rebeginningourdescent.Pleasereturnyourseattotheuprightposition."到达后"WelcometoBeijing.Localtimeis2:30PM.Thankyouforflyingwithus."宗教及文化差异英语饮食禁忌"Weofferhalalandkoshermealoptions.Pleaseletusknowyourpreference."礼仪差异"Insomecultures,it'spolitetobowinsteadofshakinghands."语言障碍"Wehavetranslationservicesavailableifyouneedassistancecommunicating."航空英语语音练习1发音清晰Practice:"ThisisthefinalboardingcallforflightCZ3890toLosAngeles."2重音强调Emphasize:"ForyourSAFETY,pleasekeepyourseatbeltfastenedwhileseated."3语调变化Intonation:"Wouldyoulikechicken,beef,orvegetarianforyourmeal?"常见问题FAQ解答行李丢失"Ifyourluggageismissing,pleasereporttothelostandfoundcounter."转机流程"Forconnectingflights,followthe'Transfer'signstoyournextgate."退票政策"Ourrefundpolicyallowscancellationsupto24hoursbeforedeparture."现场互动练习1角色扮演模拟登机、餐饮服务、应急处理等真实场景。2情景对话练习处理投诉、解答疑问等常见情况。3发音纠正针对常见发音问题进行一对一指导。总结与反