民航客艙服務(wù)實用英語教程 課件 project03 Safety Demonstration、project04 Catering Service

PracticalEnglishForCivilAviationCabinService民航客艙服務(wù)實用英語教程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播報實施安全演示的廣播詞實施安全演示為特殊旅客介紹應(yīng)急出口Task

Requirements用英語播報實施安全演示的廣播詞；2.在線音頻展示；3.獨立完成。用英語實施安全演示；在線課堂展示；小組合作完成。用英語為特殊旅客介紹應(yīng)急出口；在線音頻或視頻展示；小組協(xié)作完成。

KnowledgeObjectives

熟悉實施安全演示的廣播詞掌握客艙救生衣、氧氣面罩、安全帶、應(yīng)急出口的英文名稱;掌握實施安全演示的流程；掌握實施安全演示的常用表達。掌握為不同特殊旅客實施安全演示的注意事項；掌握為特殊旅客實施安全演示的常用表達。AbilityObjectives能準確、熟練地播報實施安全演示的廣播詞能規(guī)范、熟練地實施安全演示能為不同的特殊旅客提供特定的安全演示服務(wù)；能規(guī)范、熟練地為特殊旅客實施安全演示。QualityObjectives培育忠誠擔(dān)當(dāng)?shù)恼蔚钠犯瘢慌囵B(yǎng)優(yōu)質(zhì)服務(wù)意識。1.樹立國家安全觀；2.提升團結(jié)協(xié)作能力。內(nèi)化嚴謹科學(xué)的專業(yè)精神；培養(yǎng)恪盡職守的工作品質(zhì)。Part1SafetyDemonstration“安全演示”產(chǎn)出任務(wù)單Part1LeadingPassengersUsefulExpressionssafetydemonstration安全演示lifevest救生衣pouch袋strap橡皮筋cord繩、線inflate使充氣mouthpiece吹口oxygenmask氧氣面罩automatically自動地decompression釋壓insert插入emergencyexit應(yīng)急出口rear后面的indicationlight指示燈trackinglight跟蹤燈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播報實施安全檢查的廣播詞實施安全檢查為特殊旅客提供安全檢查

TaskRequirements用英語播報實施安全檢查的廣播詞；在線音頻展示；獨立完成。用英語實施安全檢查；線下課堂展示；小組協(xié)作完成。用英語為特殊旅客實施安全檢查；在線音頻或視頻展示；小組協(xié)作完成。

KnowledgeObjectives

熟悉實施安全檢查的廣播詞掌握實施安全檢查的流程；掌握實施安全檢查的常用表達。1.掌握為特殊旅客實施安全檢查的注意事項；2.掌握為特殊旅客實施安全檢查的常用表達。AbilityObjectives能準確、熟練地播報實施安全檢查的廣播詞能規(guī)范、熟練地實施安全檢查。能根據(jù)情況判斷特殊旅客服務(wù)需求;能規(guī)范、熟練地為特殊旅客實施安全檢查

QualityObjectives內(nèi)化“敬畏規(guī)章”的民航精神內(nèi)核；培養(yǎng)恪盡職守的工作品質(zhì)。培育嚴謹科學(xué)的專業(yè)精神；培養(yǎng)溝通協(xié)調(diào)能力。1.內(nèi)化勞動精神；2.強化共情服務(wù)意識。Part2SafetyCheck“實施安全檢查”產(chǎn)出任務(wù)單Part2SafetyChecksafetycheck安全檢查pushback后推take-off起飛seatback座椅靠背tray

table小桌板footrest腳踏板armrest座椅扶手windowshade遮光板switchoff關(guān)掉，切斷airplanemode飛行模式stow收起lithiumbattery鋰電池buckle搭扣item項目；物品；一則abdomen腹部departure

離開cockpitinstruments

駕駛艙儀器navigation

system導(dǎo)航系統(tǒng)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民航客艙服務(wù)實用英語教程PracticalEnglishForCivilAviationCabinService民航客艙服務(wù)實用英語教程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“提供飲料服務(wù)”產(chǎn)出任務(wù)單TasksAnnouncementTypicalTaskFurtherTaskInnovativeTaskTaskDescription播報提供飲料服務(wù)的廣播詞提供飲料服務(wù)為特殊旅客提供飲料服務(wù)處理飲料潑灑的突發(fā)事件

TaskRequirements

用英語播報提供飲料

服務(wù)的廣播詞；2.在線音頻展示；3.獨立完成。

用英語為旅客提供飲料服務(wù)；

線上課堂展示；

小組協(xié)作完成。

用英語為特殊旅客提供飲料服

務(wù)；2.在線音頻或視頻展示；3.小組協(xié)作完成。

用英語處理飲料潑灑到旅客身上

的突發(fā)事件；2.在線音頻或視頻展示；3.小組協(xié)作完成。KnowledgeObjectives熟悉提供飲料服務(wù)的廣播詞

掌握客艙各種飲料名稱；

掌握提供飲料服務(wù)的流程；

掌握提供飲料服務(wù)的常用表達。

掌握特殊旅客的分類；2.

掌握為特殊旅客提供飲料服務(wù)

的注意事項；3.

掌握為特殊旅客提供飲料服務(wù)

的常用表達。

掌握處理突發(fā)事件的流程；2.

熟悉處理突發(fā)事件的常用表達。AbilityObjectives能準確、熟練地播報提供飲料服務(wù)的廣播詞能規(guī)范、熟練地為旅客提供飲料服務(wù)

能根據(jù)情況判斷特殊旅客服務(wù)

需求；2.能規(guī)范為特殊旅客提供飲料服

務(wù)。

能及時回應(yīng)突發(fā)事件中旅客的需

求；2.

能及時、準確地處理突發(fā)事件。Quality

Objectives

培育勞動精神；

培養(yǎng)嚴格遵循工作流

程的工作習(xí)慣。

樹立文化自信；

強化及時回應(yīng)旅客需求的服務(wù)

意識。內(nèi)化工匠精神；培養(yǎng)上進的工作品質(zhì)。

內(nèi)化敬業(yè)奉獻的職業(yè)操守；2.

培養(yǎng)發(fā)現(xiàn)并解決問題的能力。Part1LeadingPassengersUsefulExpressionsEnglishChineseEnglishChinesebeverage飲料mineralwater礦泉水trolley手推車refill再裝滿collect收回unaccompaniedminor無人陪伴兒童spill潑灑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“提供特殊餐食服務(wù)”產(chǎn)出任務(wù)單TasksAnnouncementTypicalTaskInnovativeTaskTaskDescription提供特殊餐食服務(wù)提供特殊餐食的替代方案提醒旅客預(yù)約返程的特殊餐食TaskRequirements

用英語為旅客提供特殊餐食服

務(wù)；2.線下課堂展示；3.小組協(xié)作完成。

用英語為旅客提供特殊餐食的替代方案；

在線音頻或視頻展示；

小組協(xié)作完成。

用英語提醒旅客預(yù)約返程的特殊餐食；2.在線音頻或視頻展示；3.小組協(xié)作完成。

KnowledgeObjectives

掌握特殊餐食代碼；

掌握提供特殊餐食服務(wù)的流程；

掌握提供特殊餐食服務(wù)的常用表達。

掌握特殊餐食的特點及相應(yīng)食材；2.掌握特殊餐食的常用替代方案及常用語言表達。

掌握旅客心理和需求；

掌握預(yù)約特殊餐食的流程；

掌握預(yù)約特殊餐食的常用表達。AbilityObjectives能規(guī)范、熟練地為旅客提供特殊餐食服務(wù)

能及時回應(yīng)旅客的需求；

能解釋未能滿足顧客需求的原因；

能提供特殊餐食的替代方案。能規(guī)范、熟練地指導(dǎo)旅客預(yù)約特殊餐食QualityObjectives

內(nèi)化勞動精神；

培養(yǎng)認真履職的工作品質(zhì)。

培育敬業(yè)奉獻的職業(yè)操守；

培養(yǎng)解決問題的能力。

樹立規(guī)則意識；

培養(yǎng)主動思考的工作習(xí)慣。Part2SpecialMealServiceUsefulExpressionsEnglishChineseEnglishChinesespecialmeal特殊餐食confirm確認supply提供；供應(yīng)diabeticmeal糖尿病餐order命令；訂購；點（酒菜）Moslemmeal穆斯林餐childmeal兒童餐babymeal嬰兒餐religiousmeal宗教餐healthmeal保健餐vegetarianmeal素食餐alternative可替代的；替代物book預(yù)定；預(yù)約inadvance提前Hindumeal印度教餐prearrange預(yù)先安排feature有......特征passengermanifest旅客名單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“提供餐食服務(wù)”產(chǎn)出任務(wù)單TasksAnnouncementTypicalTaskFurtherTaskInnovativeTaskTaskDescription播報提供餐食服務(wù)的廣播詞提供餐食服務(wù)為頭等艙旅客提供餐食服務(wù)為特殊旅客提供餐食服務(wù)TaskRequirements用英語播報提供餐食服務(wù)的廣播詞；2.在線用音頻展示;3.獨立完成。用英語為旅客提供餐食服務(wù)；2.線下課堂展示；3.小組協(xié)作完成。用英語為頭等艙旅客提供餐食服務(wù)；2.在線音頻或視頻展示；3.小組協(xié)作完成。用英語為特殊旅客提供餐食服務(wù)；在線音頻或視頻展示；3.小組協(xié)作完成。KnowledgeObjectives熟悉提供餐食服務(wù)的廣播詞掌握機上餐食名稱；掌握提供餐食服務(wù)的流程；3.掌握提供餐食服務(wù)的常用表達。掌握頭等艙旅客的餐食服務(wù)要點；掌握為頭等艙旅客提供餐食服務(wù)的流程；掌握為頭等艙旅客提供餐食服務(wù)的常用表達。掌握為特殊旅客提供餐食服務(wù)的注意事項；掌握為特殊旅客提供餐食服務(wù)的常用表達。AbilityObjectives能準確、熟練地播報提供餐食服務(wù)的廣播詞能規(guī)范、熟練地提供餐食服能規(guī)范、熟練地為頭等艙旅客提供餐食服務(wù)能規(guī)范、熟練地為特殊旅客提供餐食服務(wù)Qu