民航服務(wù)英語 教案 電子 14 Irregular Passengers Service

項(xiàng)目（任務(wù)）IrregularPassengersService授課班級(jí)授課教師地點(diǎn)課時(shí)/累計(jì)審批/日期講授教學(xué)目標(biāo)知識(shí)目標(biāo)能力（技能）目標(biāo)UsefulexpressionsforirregularpassengersHowtodoserviceforirregularpassengers.重難點(diǎn)及解決方法重點(diǎn)：Servicesforirregularpassengers:compensation,refund,etc.難點(diǎn)：Irregularpassengers:overbooked,no-shows解決方法：學(xué)生練習(xí)以及教師講解能力訓(xùn)練任務(wù)及案例Groupwork:role-play:Howtodotheserviceforirregularflightpassengers?教學(xué)過程設(shè)計(jì)：StepThisisChinaEasternAirlinesBookingOffice.?Tdliketo_onFlightCA981onJanuary31th.A:.JohnSmith.A:Doyouwanta,orticket?B:Economyticket.OK.Westillhavesomeseatsonthatflight._or?AreturnticketbacktoBeijing.Good.Nowr11repeatyourreservation.I'veconfirmedoneeconomyclassseatonFlightCA981leavingBeijingforNewYorkonJan.31th.That5sareturnticket.Isthatcorrect?Yes.Thankyou.WhatcanIdoforyoumakeareservationMayIknowyournamefirstclassbusinessclasseconomyclassone-wayReturnStep2Matchthepictureswiththeshortconversations(answers)(5)S:WhatcanIdoforyou?P:Iwanttoreserveaticket.P:Canyoutellmewhereisthetoilet?S:Thiswayplease.c.P:Hi.WhenwilltheFlightCA1573arrive?S:About14:00.D.P:Hello,lady.IwanttobuyatickettoBeijingforthisafternoon.S:Pleasewaitforawhile.①B②C③A④DStep3Makeupdialogues1講解情景模擬中涉及到的語言點(diǎn)(15-20)2教師示范服務(wù)過程(25)3學(xué)生了解對(duì)話內(nèi)容，并且分組以及為情景表演準(zhǔn)備表演稿(30)RobertLeewantstobooktwoone-wayeconomyclassseatsfromBeijingtoSanFrancisco.HestartshisjourneynextWednesday.SohecallstoChinaSouthernBookingOfficetomakehisreservation.LilywantstogotoSanyafortravailingwithherfriendsinwinterholidays.ShehasmadeaneconomyclassseatonFlightCA4454onJanuary10刊onewaytoSanya.Butnowshecan'tgotherebecauseofhealthproblems.Soshecomestotheticketofficetorefundherticket.Mr.SmithhasmadetworeservationsonFlightCA925toBeijingnextWednesdaywithhiswife.Buthehastostayherefor3moredaysnowbecau