民航客艙服務實用英語教程 課件全套 田靜 project01 Preparation for the Flight-project07 Landing Service and Post-flight Commentary

PracticalEnglishForCivilAviationCabinService民航客艙服務實用英語教程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“召開航前準備會”產出任務單TasksTypicalTaskTypicalTaskFurtherTaskTaskDescription確認飛行任務召開航前準備會明確特殊旅客服務TaskRequirements查看看英文飛行任務書；做好個人準備；線下課堂展示；個人獨立完成用英語召開航前準備會；2.線下課堂展示；3.小組協(xié)作完成。用英語明確特殊旅客情況；在線音頻或視頻展示；小組協(xié)作完成。KnowledgeObjectives掌握查看航班任務的流程；掌握個人準備物品的標準和要求。掌握召開航前準備會的流程；掌握召開航前準備會的常用表達掌握特殊旅客的分類；了解服務特殊旅客的要求和常用表達。AbilityObjectives能嚴格遵守相關要求確認航班任務；能規(guī)范開展航前個人準備。能規(guī)范開展航前準備工作；能嚴格按流程召開航前準備會議。能根據情況判斷特殊旅客服務需求；能規(guī)范開展特殊旅客服務。QualityObjectives樹立中國特色社會主義道路自信；培養(yǎng)自律的工作習慣。樹立中華文化自信；培養(yǎng)團結協(xié)作的工作作風內化勞動精神；強化共情服務意識。UsefulExpressionspre-flightbriefing航前準備會flightassignment飛行任務(書）backup后補的；支持性的personalpreparation個人準備CAACCrewPass中國民航空勤登機證trainingcertificate訓練合格證medicalcertificate體檢合格證validityperiod有效期frameglasses框架眼鏡contactlenses隱形眼鏡staffcertificate工作證UnsafeIncidentManual不安全事件手冊purser乘務長interrupt打斷；打擾schedule安排時間，預定weatherforecast天氣預報temperature溫度passengerloading載客量makeup化妝，妝容sync/synchronization同時，同步unaccompanied無人陪伴的pregnant懷孕的flightattendant空中乘務員firstclass頭等艙economyclass經濟艙nickname昵稱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中國民用航空客艙乘務員訓練合格證2CivilAviationMedicalCertificate民航航空人員體檢合格證3CAACCrewPass空勤登機證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四字代碼釋義四字代碼釋義BLND視覺殘疾的旅客INF嬰兒旅客BSCT嬰兒搖籃服務MEDA傷病旅客CHD兒童旅客MAAS需要引導和/或協(xié)助辦理手續(xù)的旅客DEAF聽覺殘疾的旅客SVAN客艙運輸導盲犬/助聽犬DEPA有人押送的遣返旅客ESAN客艙運輸精神撫慰犬DEPU無人押送的遣返旅客STCR擔架服務DNPA肢體殘疾但無需輪椅的旅客UMNR無成人陪伴兒童DPNA智力殘疾或精神殘疾的旅客WCHC機上輪椅服務INAD被拒絕入境旅客WCHR地面輪椅服務LEGL左腿受損的旅客WCHS登機輪椅服務LEGR右腿受損的旅客Task1.2HavingaPre-flightBriefingUnaccompaniedMinorRequestedForCarriage-handlingAdvice無成人陪伴兒童乘機申請書To至

Date日期

NameofMinor兒童姓名

Gender性別

DateofBirth出生年月

Age年齡

Routing航程From從To至FlightNo.航班號Class等級Date日期

Station航站NameofPersonAccompanying接送人姓名Address&TelephoneNo.地址、電話OnDeparture始發(fā)站

StopoverPoint中途分程站

StopoverPoint中途分程站

StopoverPoint中途分程站

OnArrival到達站

Name,AddressandTelephoneNo.ofParent/Guardian兒童父母或監(jiān)護人姓名、地址、電話Task1.2HavingaPre-flightBriefingPart2Pre-flightCheck“實施航前檢查”產出任務單TasksTypicalTaskTypicalTaskFurtherTaskTaskDescription檢查客艙設備檢查客艙用品清艙檢查TaskRequirements分析檢查客艙設備流程；用英語模擬檢查客艙設備；線下課堂展示；小組協(xié)作完成。分析檢查客艙用品流程；用英語模擬檢查客艙用品；線下課堂展示；小組協(xié)作完成。分析實施清艙檢查流程；用英語實施清艙檢查；在線視頻展示；小組協(xié)作完成。KnowledgeObjectives掌握客艙設備的詞匯；掌握檢查客艙設備的流程；掌握檢查客艙設備的常用表達。認識客艙用品的詞匯；掌握檢查客艙用品的流程；掌握檢查客艙用品的常用表達。了解清艙內容；掌握實施清艙檢查的流程掌握實施清艙檢查的常用表達。AbilityObjectives

能準確、迅速地說出客艙設備的英文名稱；能規(guī)范、熟練地檢查客艙設備。能準確、迅速地說出客艙用品的英文名稱；能規(guī)范、熟練地檢查客艙用品。能規(guī)范、熟練地實施清艙檢查。QualityObjectives.內化以“三個敬畏”為核心的民航精神；培養(yǎng)恪盡職守的工作品質。.內化嚴謹科學的專業(yè)精神；強化安全責任意識

培育敬業(yè)奉獻的職業(yè)操守；養(yǎng)成規(guī)范操作的職業(yè)習慣。Part2Pre-flightCheckUsefulExpressionsENGLISHCHINESEENGLISHCHINESEseniority資歷qualification資格entertainmentequipment娛樂設備emergencyequipment應急設備megaphone擴音器liferaft救生筏cabinsupplies客艙用品galley（船或飛機上的）廚房lavatory衛(wèi)生間amenities便利設施overheadcompartment頭頂行李艙clearanceinspection清艙檢查underway進行中的copythat收到（口語）locker儲物柜rearcabin后艙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號1.Confirmtheworksituationofthecabincrewmembers,andberesponsibleforthebroadcastduringthewholeflight;2.Signtheloadsheet(loadandbalancesheet),cargomanifest,onboardsupplylist,andpassengernumberhandoverform;3.Beresponsibleforcheckingthenumberofpassengers;4.BeresponsiblefortheL1doorslide,entertainmentsystemmanagement,andfrontcabinservice1.確認好號位乘務員工作情況，負責全程廣播；2.簽收艙單（載量平衡表）、貨單、機供品配備清單、旅客人數交接單；3.負責核對人數；4.負責L1門滑梯、娛樂系統(tǒng)管理、前艙服務No.2（FA1）02號1.Checktheemergencyequipment,serviceequipment,hygienecondition,onboardsupply,mealinventory,andsafetydemonstrationsuppliesintheresponsiblearea;2.Cooperatewiththepurserinthefrontcabinwork(galley,cockpit,andlavatory);3.BeresponsiblefortheR1doorslide,welcomingandsendingoffpassengers,andsafetydemonstration;4.Beresponsibleforthefineserviceandcateringserviceinthefrontcabin1.檢查負責區(qū)域的應急設備、服務設備、衛(wèi)生狀況、機供品、餐食清點、安全演示用品；2.配合乘務長前艙工作（廚房、駕駛艙、衛(wèi)生間）；3.負責R1門滑梯、迎送旅客、安全演示；4.負責前艙細微服務、餐飲服務Task1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentCabinCrewPositionMainResponsibilitiesNo.3（FA2）03號1.Checktheemergencyequipment,serviceequipment,hygienecondition,onboardsupply,andsafetydemonstrationsuppliesintheresponsiblearea;2.Cooperatewiththe4thcabincrewmembertocompletetherearcabinwork(galleyandlavatory);3.Beresponsibleforguidingpassengerstotheirseats,takingcareofspecialpassengers,andsafetydemonstration;4.Beresponsibleformanagingthewingexit1.檢查負責區(qū)域的應急設備、服務設備、衛(wèi)生狀況、機供品、安全演示用品；2.配合4號乘務員完成后艙工作（廚房、衛(wèi)生間）；3.負責引導旅客入座、照顧特殊乘客，安全演示；4.負責管理翼上出口No.4（FA3）04號1.Checktheemergencyequipment,serviceequipment,hygieneconditionintheresponsiblearea,andreporttherearcabininspectionitemstotheground;2.Beresponsibleforthereargalleywork,inventorytheonboardsupply,welcomeandsendoffpassengers,andconfirmtheexitseats;3.BeresponsiblefortheL2doorslideoperationandsafetydemonstration;4.Assistthepurserinmanagingtherearcabin,assistthe3rdcabincrewmemberincompletingtherearcabinservice1.檢查負責區(qū)域的應急設備、服務設備、衛(wèi)生狀況，負責后艙檢查事項的匯報；2.負責后廚房工作、清點機供品、迎送客和出口座位確認；3.負責L2門滑梯操作，安全演示；4.協(xié)助乘務長對后艙的管理，協(xié)助3號乘務員完成后艙服務No.5（FA4）05號1.Checktheemergencyequipment,serviceequipment,hygienecondition,andmealinventoryintheresponsiblearea.Beresponsibleforreportingtherearcabinmealsituation;2.Beresponsibleforthereargalleywork,inventorytheonboardsupply,welcomeandsendoffpassengers;3.BeresponsiblefortheR2doorslideoperation;4.AssistthecabincrewFA3andFA4indoingagoodjoboftherearcabinservice1.檢查負責區(qū)域的應急設備、服務設備、衛(wèi)生狀況、餐食清點；負責后艙餐食情況的匯報；2.負責后廚房工作、清點機供品、迎送客；3.負責R2門滑梯操作；4.協(xié)助乘務員FA3、FA4做好后艙服務工作Task1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustration1海倫滅火器HalonFireExtinguisher2水滅火器WaterFireExtinguisher3氧氣瓶OxygenBottle4發(fā)報機Transmitter5呼吸防護設備（PBE）ProtectiveBreathingEquipment6急救藥箱First-aidKit7洗手間煙霧探測器SmokeDetector8手電筒Flashlight9救生衣LifeVest10艙門Hatch11滑梯分離器SlideSeparator12客艙應急撤離指示燈EmergencyIndicationLightTab.1.4EmergencyEquipmentTask1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustration1行李架LuggageRack2閱讀燈ReadingLight3呼喚鈴CallButton4通風孔Vent5遮光板WindowShade

6座椅Seat7小桌板TrayTableTab.1.5ServiceEquipmentTask1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustration8安全帶Seatbelt9腳踏板Footrest10客艙通道CabinAisle11客艙燈光CabinLight12娛樂設備EntertainmentEquipment13通話設備InterphoneTab.1.5ServiceEquipmentTask1.3CheckingEquipment1.3.1TypicalTask:CheckingEquipmentSerialNo.NameIllustrationSerialNo.NameIllustrationSerialNo.NameIllustration1斷路器CircuitBreaker2燒水器WaterBoiler3餐車Trolley4乘務員座椅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保溫器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民航客艙服務實用英語教程PracticalEnglishForCivilAviationCabinService民航客艙服務實用英語教程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播報迎接旅客登機的廣播詞引導旅客就座引導特殊旅客就座播報安全須知及評估應急出口座位旅客TaskRequirements用英語播報迎接旅客登機的廣播詞；在線音頻展示；獨立完成。用英語引導普通旅客就座;線下課堂展示；小組協(xié)作完成。用英語引導特殊旅客就座在線音頻或視頻展示；小組協(xié)作完成。用英語播報安全須知及評估應急出口座位旅客；在線音頻或視頻展示；小組協(xié)作完成。KnowledgeObjectives熟悉迎接旅客登機的廣播詞認識客艙座位號；掌握引導旅客就座的流程；3.掌握引導旅客就座的常用表達。.掌握服務特殊旅客的工作要點；掌握引導特殊旅客就座的注意事項；掌握引導特殊旅客就座的常用表達。了解應急出口座位安排的相關規(guī)定；掌握評估應急出口座位旅客的流程；掌握評估應急出口座位旅客的常用表達。AbilityObjectives能準確、熟練地播報迎接旅客登機的廣播詞能用正確手勢引導旅客入座；能規(guī)范、熟練地引導旅客就座。1.能準確、快速識別特殊旅客；2.能規(guī)范、熟練地引導特殊旅客就座。能準確、熟練地介紹應急出口座位；能正確評估旅客是否符合應急出口就座條件并根據情況協(xié)調處理。QualityObjectives.樹立“旅客至上”的服務理念；培養(yǎng)嚴謹的工作態(tài)度。樹立文化自信；培養(yǎng)和藹友善的工作態(tài)度。培育敬業(yè)奉獻的職業(yè)操守；2.強化共情服務意識。.內化嚴謹科學的專業(yè)精神；培養(yǎng)安全第一的職業(yè)意識。Part1LeadingPassengers“迎接旅客登機”產出任務單Part1LeadingPassengersUsefulExpressionsboard登機boardingpass登機牌indicate顯示edge邊緣approach接近assignedseat指定座位onlinecheck-in網上值機considerate考慮周到的assess評估emergencyexitseat應急出口座位evacuate撤離safetyinstruction安全須知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