Contents
Part Ⅰ
At an Airport 1
Unit 1 Introductions
to a Flight Schedule航班行程时刻表介绍 2
1.1
24-hour System 12-hour Clock Time. 2
1.2
An Airport City Code机场代码与城市代码 5
1.3
Airline Designator Codes 航空公司代码 5
1.4
Aircraft Types 机型 9
1.5
Business Class公务舱 10
Words and Expressions. 11
Practice. 12
Part Ⅱ
Conversations Onboard.. 27
Unit 2 Service
Onboard机上服务 28
2.1
Greeting and Assisting to the Seat登机引导 28
2.2
Jackets or Coats挂衣服 28
2.3
Hot Towel热毛巾 28
2.4
Drinks迎宾饮料 28
2.5
Offering Pajamas, Slippers and Amenity Kits 供休闲服、拖鞋、盥洗包 29
2.6
Newspaper 送报纸 29
2.7
Menu Introduction介绍餐谱 29
2.8
Drinks Offer侍酒饮 29
2.9
Clearing Glasses收杯子 30
2.10 If a
Passenger Doesnt Like the Wine 如果旅客不喜欢这款酒 30
2.11 Table Preparation摆餐桌 31
2.12 Meals供餐 31
2.13 Closure 开餐结束语 31
2.14 Tray Collection收餐盘 31
2.15 Collection 整理餐桌 31
2.16 In-flight Refreshments 点心服务 32
2.17 Headsets娱乐系统耳机 32
2.18 Turnover铺床 32
2.19 Communication after the Rest醒后沟通 32
2.20 Offering CIQ Forms提供CIQ表格 32
Words and Expressions. 32
Practice. 34
Unit 3 Dealing with Special Situation 特殊情况处理 43
3.1
Case Analysis : The Crew Seems to Be Ignoring Me! 个案分析：乘务员忽略我！ 43
3.2
Case Analysis: I cant Sit by My Colleague! 个案分析：我不能和同事坐在一起！ 46
3.3 Case Analysis: The Service on this Flight is
Terrible!
个案分析：这个飞机上的服务太糟糕了！ 47
Words and Expressions. 48
Practice. 49
Unit 4 Communication
with Passengers 与乘客沟通 50
4.1 Boarding登机 50
4.1.1 Greetings欢迎 50
4.1.2 Seating座位 51
4.1.3 Belongings随身物品 52
Words and Expressions. 53
4.2 Before Take-off起飞前 54
4.2.1 Safety Check安全检查 54
4.2.2 Cabin getting Ready客舱准备 55
Word and Expressions. 55
4.3 In-flight Service空中服务 55
4.3.1 General常规的 55
4.3.2 Safety安全 57
4.3.3 Beverages饮料 57
4.3.4 Meal供餐 59
4.3.5 Duty Free Sales免税品销售 62
4.3.6 Phoenix Miles and Change for Hope知音卡和零钱捐赠 63
4.3.7 Air Bar空中酒廊 64
4.3.8 CIQ海关移民局检疫 64
4.3.9 Relaxation娱乐休息 65
Words and Expressions. 67
4.4 Landing落地 69
4.4.1 Disembarkation下客 69
4.4.2 Airport and Destination机场和目的地 70
4.4.3 China Beijing中国北京 71
4.4.4 Airport Service机场服务 72
Words and Expressions. 73
4.5
Special Situations特殊情况 74
4.5.1 Explanation and Service安抚 74
4.5.2 Disembarkation下客 76
4.5.3 Complaint投诉 76
4.5.4 Lost Found失物招领 78
4.6
Special Passengers特殊旅客 78
4.6.1 UM无人陪伴儿童 78
4.6.2 CIP常旅客 79
4.6.3 Disabled Passengers残疾旅客 79
4.6.4 Infants婴儿 81
4.6.5 Sickness不适或疾病 81
4.7
Emergency紧急情况 82
Words and Expressions. 82
Practice. 83
Part Ⅲ
Announcements. 105
Unit 5 Domestic Cabin
Announcements国内机舱广播 106
5.1 Prior to Take-off起飞前 106
5.1.1 Welcome欢迎词 106
5.1.2 Safety Demonstration安全演示 107
5.1.3 Prior to Take-off起飞前 108
5.1.4 Domestic Order of Service国内航线及服务介绍 109
Words and Expressions. 110
5.2 Prior to Landing着陆前 111
5.2.1 Prior to Landing着陆前 111
5.2.2 Farewell and Thanksgiving着陆前致意 112
5.2.3 Video Demonstration of the Transit Procedures 中转流程的视频 112
5.2.4 Announcement of Transit Flights中转航班通告 112
5.2.5 Seatbelt Confirmation before Landing 落地前确认系好安全带 113
5.2.6 Transit中途着陆 113
5.2.7 Landing终点着陆 114
Words and Expressions. 115
Practice. 116
Unit 6 International
Cabin Announcements 国际机舱广播 123
6.1 Prior to Take-off起飞前 123
6.1.1 Welcome欢迎词 123
6.1.2 Safety Demonstration安全演示 124
6.1.3 Prior to Take-off起飞前确认系好安全带 125
6.1.4 International Order of
Service国际航线及服务介绍 126
6.1.5 Quarantine General[检疫规定通用] 127
6.1.6 Quarantine in Italy意大利检疫规定 127
6.1.7 Quarantine in Australia澳大利亚检疫规定 128
6.1.8 Quarantine in Japan日本检疫规定 128
6.1.9 Entry Documents and Immigration Regulations 入境及海关规定 129
6.1.10 Completion of Landing Forms美国申报单填写 129
6.1.11 Japanese Immigration Regulations日本入境规定 130
6.1.12 German Immigration Regulations德国入境规定 130
Words and Expressions. 131
Practice. 131
6.2.1 Cruising平稳航行中 132
6.2.2 Duty Free Sales出售免税品广播 132
6.2.3 Health Video健康养生视频 133
6.2.4 Conclude the Duty Free Sales停止出售免税品广播 133
6.2.5 Spray for Disinfection喷药 134
6.2.6 2030 Minutes Prior to Landing着陆前2030分钟 134
6.2.7 Farewell and Give Regards着陆前致意 135
6.2.8 Video Demonstration of the Transit Procedures
视频演示中转流程 135
6.2.9 Announcement of Transit Flights中转航班通告 136
Words and
Expressions. 137
6.3 Prior to Landing落地前 138
6.3.1 Seatbelt Fastened确认系好安全带 138
6.3.2 Terminal Landing终点着陆 139
6.3.3 International-domestic Connecting国内经停 140
6.3.4 International Connecting国际经停 141
6.3.5 International Connecting-pax国际经停，旅客机上等候 143
Words and
Expressions. 144
Practice. 144
Unit 7 Special
Occasions Announcements 特殊情况广播 154
7.1 Brief Introduction简要介绍 154
7.1.1
Organizations各类团体 154
7.1.2
Maiden Flight首航 155
7.1.3
Anniversary of Air China中国国际航空周年纪念日 156
7.1.4
Merged Flights合并航班 156
7.1.5
Take-off中途起飞 157
Words
and Expressions. 157
7.2 In the Cabin舱内情况 158
7.2.1
Prior to Door Closing登机 158
7.2.2
Pick up Duty-free Merchandise领取免税品 158
7.2.3
Head Count清点旅客 159
7.2.4
Passenger Cancel Journey因旅客临时取消航班而清舱 159
7.2.5
Temporarily Adjusting Seats临时调整座位 160
7.2.6
Auxiliary Power Supply Failure and Increase of Cabin TemperatureAPU故障，
客舱温度过高 160
7.2.7 Delay Departure延误起飞 161
7.2.8 Delay Congestion[延误飞机排队等待起飞] 161
7.2.9 Extended Delay继续延误 162
7.2.10 Having all Passengers Rest
and Wait in the Terminal 回候机室休息 162
7.2.11 Change Aircraft换乘飞机 162
7.2.12 Cancelled Flight航班取消 163
7.2.13 Safety Check安全检查 163
7.2.14 Taxiing滑行 164
7.2.15 Cabin Installations客舱设备介绍 164
7.2.16 Equip with Telephone卫星电话 165
7.2.17 Immigration FormCustoms FormQuarantine
Regulations Form on Board Unavailable
机上未配备目的地入境卡、海关申报单、检疫申明卡 165
7.2.18 Video System Failure娱乐系统故障 166
7.2.19 Clogged Toilet卫生间故障 166
Words and Expressions. 167
7.3 Before Disembark. 168
7.3.1 Water Supply System
Failure供水系统故障停止供应热饮 168
7.3.2 Lost And Found失物认领 168
7.3.3 Request for Medical
Assistance找医生 168
7.3.4 Suspension of Hot Drink
Service Due to Turbulence 颠簸，暂停提供热饮 169
7.3.5 Turbulence Suspension of
Cabin Service [颠簸暂停服务] 169
7.3.6 Headset Collections回收耳机 170
7.3.7 Flying Directly直飞 170
7.3.8 Circling空中盘旋 171
7.3.9 Delay延误着陆 171
7.3.10 Landing in Advance提前着陆 172
7.3.11 Return Alternate Flight返航备降 172
7.3.12 Returning to
AirportsArriving in Alternate Airports 到达返航备降机场 173
7.3.13 Pax May Leave Belongings
on Board行李不拿下飞机 173
7.3.14 Taxiing after Landing着陆后滑行 174
7.3.15 Delay Parking Area[等待停机位] 174
7.3.16 Tail Support货物太重加支尾撑杆 174
7.3.17 Delay Transit Bus[等待摆渡车] 175
7.3.18 Taking the Transit Bus停靠远机位，乘坐摆渡车 175
7.3.19 Waiting for Inspecting
Officer联检单位未到 176
7.3.20 Disembark下机 176
7.3.21 Prompting of Getting Passports Ready for Check 提示乘客持护照下机接受检查 177
7.3.22 Reporting a Theft Case to
the Security Authorities 偷盗报案 177
Words and Expressions. 178
Practice. 178
Unit 8 Emergency
Announcements. 185
8.1 Fire in the Cabin客舱失火 185
8.1.1 Decompression客舱释压 185
8.1.2 Fire in the Cabin客舱失火 186
8.1.3 Fire Extinguished灭火后 186
8.1.4 Emergency Landing
Ditching[陆地海上迫降] 186
8.1.5 Emergency AnnouncementsOn
Behalf of the Captain [紧急广播代表机长] 187
Words and Expressions. 187
8.2 Announcements by the Crew Chief乘务长广播 188
8.2.1 Cabin Tidying and Seatback Table Fastening 客舱整理、固定好座椅靠背小桌板 188
8.2.2 Introduction to the Exit紧急出口介绍 188
8.2.3 Aid Donors Selection选择援助者 189
8.2.4 Taking Away Sharp Objects取下尖锐物品 189
8.2.5 Safety Position防冲击姿势说明 190
8.2.6 Demonstration of the Usage
of a Life Vest 救生衣使用演示 190
8.2.7 Safety Instructions
Leaflet介绍安全说明书 191
8.2.8 Security Tips安全提示 191
8.2.9 Cabin Lights Diming关闭客舱灯光 192
8.2.10 Upper Deck Exits Boeing
747B747飞机上舱紧急出口 192
8.2.11 Before Emergency Landing着陆前防冲击警告广播 192
Words and Expressions. 193
Practice. 193
Unit 9 Airport
Announcements机场广播 198
9.1
Paging Departure登机广播 198
9.2
Commencement of Check-in办理登机手续广播 199
9.3
Check-in Closing登机手续即将完毕广播 199
9.4
Commencement of Boarding开始登机广播 200
9.5
Final Boarding Call登机最后一次广播 200
9.6
Boarding Announcement for Delayed Departure 航班延误后的登机广播 201
9.7
Irregularity Delay Due to Weather Indefinite Time 因天气原因，航班非正常延误广播 201
9.8 Irregularity Delay Due to
Weather Definite Departure Time 因天气原因而航班延误，
起飞时间确定的广播 202
9.9
Refreshments are Offered Due to Delay 因延误而提供免费餐饮的广播 202
9.10 Delay Due to Maintenance 因飞机维修而航班延误的广播 203
9.11 Delay Due to Technical Reasons 因技术原因而航班延误的广播 203
9.12 Anticipated Diversion or Return 航班预计改航或回航的广播 203
9.13 Cancellations航班取消广播 204
9.14 Connecting Passenger Information联程航班广播 204
9.15 Paging Departure通知旅客登机广播 205
9.16 Paging for Standby Passenger通知候补旅客广播 205
9.17 Paging for Claiming Baggage通知认领行李广播 205
9.18 Customs Clearance办理结关手续广播 206
9.19 Customs Clearance and Baggage Claimed 办理结关手续并认领行李广播 206
9.20 Bus Service Available班车服务广播 206
Words and Expressions. 207
Practice. 208
Bibliography参考文献. 215
內容試閱：
Part ⅡConversations Onboard
Unit 2 Service Onboard机上服务
2.1 Greeting and Assisting to the Seat登机引导
1. Good afternoon, sir. Welcome aboard.
Would you like me to take you to your seat?
2. Good morning, Madam. How are you today?
Would you like me to show you to your seat?
3. Its a pleasure to see you again. May I
show you to your seat?
4. Good afternoon, Madam. Its nice to see
you again. May I assist you to your seat?
2.2 Jackets or Coats挂衣服
1. May I assist you with your jacket, sir?
2. Sir, may I hang your jacket in the
closet?
3. Excuse me, sir, would you like me to take
your coat?
4. Are there any valuable items in the
pockets that you would like to keep with you?
5. I will bring it back to you before
landing.
2.3 Hot Towel热毛巾
1. Excuse me, sir, would you care for a hot
towel? ...Here you are. Please be careful, its hot.
2. Sorry
to disturb you, sir. May I offer you a hot towel? The towel is quite hot.
Please be careful.
2.4 Drinks迎宾饮料
1. Excuse
me, sir, welcome aboard. Would you care for a drink? Would you like something
to drink? Today we have orange juice, mineral water and champagne.
2. 旅客选好饮料后 A glass of champagne,
certainly.
3. Its
nice to see you on board today, sir. May I offer you a drink? Would you like a
glass of chilled champagne, orange juice, mineral water, or would you prefer to
try one of our specially made cocktails?
4. I hope
you enjoy your drink.
2.5 Offering Pajamas,
Slippers and Amenity Kits
提供休闲服、拖鞋、盥洗包
1. Sir,
we have prepared pajamas for you in order to make you feel more comfortable on
this flight.
2. Sir,
here is our new casual wear for you. What size do you prefer?
3. Sir,
I''m sorry, that size is not available. May I offer you a ...size instead?
4. Sir,
we have prepared slippers for you to make you feel more comfortable during the
flight. May I open it for you now?
5. Well
then, I11 put the slippers into the seat pocket in front of you for your
convenience.
6. Madam,
would you care for a LOCCITANE amenity kit?
7. Madam,
may I present you with a complimentary amenity kit by LOCCITANE?
2.6 Newspaper 送报纸
1. Excuse me, sir, we have a wide selection.
Would you like
2. Sir. may
I offer you a newspaper or a magazine? We have
3. Excuse
me, sir, would you care for a newspaper? We have Economics Daily and China
Daily. Besides newspapers, we
have a selection of magazines as well.
2.7 Menu Introduction介绍餐谱
Sir, my name is Jerry. Im glad to be at
your service. Here is the menu, wine list and tea list. Three main course options
are shown on this page. Please take a look at the menu first. I will be back to
take your order later.
2.8 Drinks Offer侍酒饮
1. Sir, may
I offer you a cocktail or perhaps a glass of wine?
2. Im
sorry to disturb you, sir. Would you like a drink? We have a selection of
alcoholic and non-alcoholic beverages.
3. Excuse
me, sir, may I offer you something to drink? We have a selection of wine,
cocktails, and soft drinks.
4. Would
you like a cocktail, sir? Id like to recommend our signature cocktails, the
Dream of Jiangnan and the Dancing Phoenix with Auspicious Clouds. We also have champagne
and a wide selection of wine.
5. Sir,
may I offer you a glass of wine to accompany your fried cod fish?
6. Would
you care for a glass of wine with your lunch, sir? We have a selection of white
and red wine to compliment your meal.
7. May I
offer you a glass of wine to go with your dinner? We have a fine selection of
red and white wines.
8. May I
offer you another glass of Spirit of Nature?
9. Sir,
would you like to continue with your wine or another selection?
10.
Excuse me, sir, would you like to taste this wine?
11. Thank you, may I top up for you?
2.9 Clearing Glasses收杯子
1. Excuse me, sir, how was your cocktail?
2. Excuse
me, sir, did you enjoy your cocktail? Im glad you enjoyed it.
3. Im
happy to hear you like the wine.
4. It is
a popular choice.
5. Would you care for another glass?
6. May I
clear your glass?
7. May I
clear your table?
8. May I
prepare your table for dinner?
9. May I
lay the linen for you now?
10. I
will come back in a moment to prepare your table for dinner.
11. I
will serve your drink as soon as possible.
2.10 If a Passenger Doesnt Like the Wine
如果旅客不喜欢这款酒
1. Im sorry its not to your liking. Would
you like to select another one?
2. May I show you the wine list again to
get another selection?
3. Im
sorry you dont like this wine. Would you like to try a new bottle or a
different selection?
4. Im
sorry you dont like this choice. May I offer you Petit Chablis from the north
of Burgundy
instead?
2.11 Table Preparation摆餐桌
1. Sir, may I prepare your table now? Thank
you.
2. Sir, we are about to start the dinner
service. May I prepare your table?
3. Sir,
may I lay your table for the dinner service?
4. Sir, may
I dress your table for lunch?
5. May I
layout your cutlery now?
2.12 Meals供餐
1. Madam, may I serve you the main course
now?
2. Sir,
did you enjoy your fried cod fish?
3. Thank
you. Shall I prepare your table for cheese and dessert?
4. Im
happy glad to hear that. Would you like to continue with cheese and dessert?
5. We
will be serving cheese and fruit soon. Perhaps youd like that?
2.13 Closure 开餐结束语
1. Enjoy
your meal lunch dinner please.
2. I hope
you enjoy your lunch, sir.
3. Bon
appetite. Good appetite.
2.14 Tray Collection收餐盘
1. Was the meal to your liking, sir? May I
prepare your table for cheese and dessert?
2. Excuse
me, Ms. Ana, how was your dinner?
2.15 Collection 整理餐桌
1. Sir, may I offer you another cup of
coffee or tea?
2. Sir,
did you enjoy your dessert?
3. Thank
you. May I clear your table?
4. Excuse
me, sir, how was your orange chocolate mousse cake?
5. Im
glad you enjoyed it. Please excuse me while I clear your table.
2.16 In-flight Refreshments 点心服务
Snacks are available throughout the flight.
Anytime you need them, just let me know.
2.17 Headsets娱乐系统耳机
1. Excuse me sir, here is the entertainment
system guide. May I offer you a headset?
2. Hope
youll enjoy our in-flight programs.
2.18 Turnover铺床
1. Sir,
would you like to have a rest now? Let me make the bed for you.
2. Here
is the quilt which will make you feel warm and comfortable.
3. Sir,
may I help you make your bed now or later?
4. Have a
good rest night.
2.19 Communication after the Rest醒后沟通
1. Good
morning, sir, how was your rest? Here is the hot towel. Would you like some
iced orange juice or mineral water to refresh yourself ?
2. Good
morning. Did you have a good sleep, sir? May I offer you something to drink?
3. Good
morning, madam. Did you have a good rest? We have prepared toothpaste and
mouthwash for you in the amenity kit.
2.20 Offering CIQ Forms提供CIQ表格
1. Excuse
me, sir, may I offer you a landing card an arrival form? Thank you.
2. May I
offer you a landing card? Thank you.
Words and Expressions
mineral [?m?n?r?l] n. 矿物；矿石；矿物质；汽水
adj. 矿物的，似矿物的
champagne [?m?pe?n] n.
香槟酒；香槟酒色
pajama [p?''d?ɑ:m?] n. 睡衣，宽长裤
available [??ve?l?bl] adj. 可获得的；有空的；可购得的；能找到的
slipper [?sl?p?r] n. 拖鞋，室内便鞋
convenience [k?n?vi:ni?ns] n. 方便，便利；便利设施；个人的舒适或利益；公共厕所
L''OCCITANE 欧舒丹，是一家专门制造及售卖个人护理产品的国际零售企业，主要生产基地设于法国马诺斯克Manosque。
amenity [??mi:n?ti] n. 愉快；礼仪，举止；环境等的舒适；便利设施
kit [k?t] n. 衣物和装备；成套用品；配套元件
complimentary [?k?mpl??mentri] adj. 表示敬意的；赞美的；恭维的；赠送的
option[??p?n] n. 选择的自由；选项；选择权；选择能力
alcoholic [?lk??h?l?k] adj. 酒精的，含酒精的；酒精中毒的
non-alcoholic adj.
不含酒精的
beverage [?bev?r?d?] n. 饮料
cocktail [?k?kte?l] n. 鸡尾酒；餐前开胃菜；混合物
recommend [?rek??mend] vt. 推荐；劝告
signature[?s?gn?t??r] n. 签名；署名；识别标志，鲜明特征
auspicious [?:?sp???s] adj. 有前途的；有希望的；有利的；吉利的
accompany [??k?mp?ni] vt. 陪伴，陪同；附加，补充；与共存
compliment [?k?mpl?m?nt] n. 恭维；敬意；道贺，贺词；致意
vt. 向道贺；称赞；向致意
clearing [?kl??r??] n. 小块空地，林中空地；结算；清扫
top up vt. 给加满
Burgundy [''b?:ɡ?nd?] n. 勃艮第法国东南部地方的地名，该地产的红葡萄酒
dessert [d??z?:t] n. 餐后甜食；甜点
refreshment [r??fre?m?nt] n. 提神，精神恢复；提神物；点心，茶点
cutlery [?k?tl?ri] n. 刀具，刀叉
closure [?kl????r] n. 关闭；结束
mousse [mu:s] n. 奶油冻
in-flight adj. 在飞行中的
headset [?hedset] n. 头戴式耳机，耳麦
entertainment [?ent??te?nm?nt] n. 娱乐，消遣
turnover [?t?:n??v?r] n. 翻滚，翻倒，弄翻，逆转
quilt [kw?lt] n.
被子，棉被
mouthwash [?ma?w??] n. 漱口水
CIQ abbr.
custom, immigration, quarantine 海关，移民局和检疫
Ⅰ. Look and Say
Tell the names of the items according to the given
pictures, both in English and in Chinese.
1
2
3
4
5
6
7
8
9
Ⅱ. Word Matching
Match the words in Column A with their interpretations in
Column B.
Column
B
Column A
option
assist
available
beverage
auspicious
complimentary
alcoholic
convenience
Amenity
recommend
1 to give help or support to,
especially as a subordinate or supplement; aid 给帮助或支持，尤指作为隶属或补充
2 present and ready for use; at hand;
accessible可用的；现实可用的；手边的；可获得的
3 the quality of being suitable to ones
comfort, purposes, or needs适合某人的舒适、目的或需要的性质
4 the quality of being pleasant or
attractive; agreeab-leness使人愉快或吸引人的性质；使人愉快
5 expressing, using, or resembling a
compliment表达、运用或类似赞美方式的
6 the act of choosing选择的行为
7 related to or resulting from alcohol与酒精有关的或由酒精制成的
8 any one of various liquids for
drinking, usually excluding water任一种饮用的液体，通常不包括水在内
9 to praise or commend one to another
as being worthy or desirable; endorse向另外一个人称赞或推荐某人或物，认为其有价值或合人心意
10 attended by favorable circumstances;
propitious 伴随着有利情况的；有利的
Ⅲ. Dialogue Completion
In the following dialogues, some sentences have been
removed. Choose the most suitable one from the list to fit into each of the
numbered blank, and then work in pairs and act as the passenger and the crew
according to the dialogue.
Dialogue 1
A. Thank you.
B. And
our menu offers a selection of Asian and Western cuisine.
C. May I offer you the menu and wine list
now?
Crew: Excuse me, sir, Im sorry to disturb you. 1
Passenger: Yes，sure.
Crew: Thank you. Here is
our wine list which features a wide selection of fine international wines. 2
Passenger: Great, thank you.
Crew: Please take a look at it first and I will come back to take your
order later. 3
Dialogue
2
A. Which one would
you prefer?
B. Would you care to sample the
wine, sir?
C. Sir, may I offer you something to drink? We have
wine, cocktails, fresh juices, and soft drinks.
D. Please enjoy your drink, sir.
Crew: Excuse me, 1
Passenger: Yes, Ill have a glass of white wine please.
Crew: Certainly. For white
wine, one selection is from Languedoc, the other one is from Bordeaux, 2
Passenger: The Bordeaux, thanks.
Crew: That would be
Chateau Jacquet 2008. While pouring a little wine in the passengers glass 3
Passenger: Thank you. After a sipIts very nice.
Crew: Im glad you like it. Its a popular choice. 4
Dialogue 3
A. May I prepare your table for dinner?
B. Would you care for
another glass?
C. Sir, how was your cocktail?
Crew: Excuse me, 1
Passenger: Its very nice
Crew: Thank you. 2
Passenger: No, thank you.
Crew: Certainly, 3
Passenger: Yes, please. I am hungry.
2. Now, check your answers, and then practice with your
partner to make up short dialogues according to the translated sentences.
1 May I recommend the wine to go with
your main course? We have a variety of AOC level French wine that are selected
for our distinguished first class passengers by three wine tasters.
2 Mr. we have two kinds of French white
wine. One is Spirit of Nature produced in the Domaine de Petit Roubie in
Languedoc, and the other is Bordeaux Blanc, Chateau Jacquet 2008. Which one
would you prefer?
3 Mr. we have two kinds of wine made of
Chardonnay, which are both produced in Burgundy. One is Bourgogne Premiere
Cuvee, Domaine Martin 2008 from the south of Burgundy, and the other is Petit
Chablis White Wine from the north of Burgundy.
4 Mr. Petit Chablis won Bronze at
Decanter World Wine Awards in London in 2009, which is one of the most
important international wine awards, especially for white wine. Therefore, its
a superb wine and really worth tasting.
Ⅴ. Individual Work
Figure out the meaning of words that you dont know in
the following CIQ forms and try to complete them.
Unit 3 Dealing
with Special Situation
特殊情况处理
3.1 Case Analysis : The Crew Seems to Be Ignoring
Me!
个案分析：乘务员忽略我！
How would you like to deal with the following
situation?
Passenger: Im really disappointed with your
service. I have asked for a drink 3 times and Im still waiting. The crew seems
to be ignoring me!
Communication is
a process that you can learn to master and be more effective at carrying out.
Understanding the steps of the communication process is essential to became a
better communicator. Once you understand the basic steps in the process, you
can make a conscious effort to communicate more effectively. While there are
differing opinions as how many steps there are in the communication process, a
basic five-step communication process is the most useful and easiest to
understand.
There are five steps
of communication:
1 Adjust Your
Mindset;
2 Listen
Actively;
3 Repeat Their
Concerns, Show Empathy and Acknowledge anger and Apologize;
4 Present a
SolutionOption and Appreciate Feedback;
5 Take Action
and Follow-up Assurance.
Possible
solutions to the complaint：
Step 1: Adjust Your Mindset
Once youre
aware that your passenger is unhappy then your first priority is to put
yourself into a customer service mindset.
This means that
you set aside any feelings you might have that the situation isnt your fault,
or that your passenger has made a mistake, or that he or she is giving you
unfair criticism.
All that matters
is that you realize that your passenger is upset, and that its up to you to
solve the problem. Adjust your mindset so that youre giving 100 percent of
your focus to your passenger, and to the current situation.
Step 2: Listen Actively
The most important step in the whole of
this process is listening actively to what your passenger is saying he wants to be heard, and to air his grievances.
Start the dialogue with a neutral
statement, such as, Lets go over what happened, or Please tell me why
youre upset. This subtly creates a partnership between you and your passenger,
and lets him know that youre ready to listen.
Resist the temptation to try to solve the situation right away, or to
jump to conclusions about what happened. Instead, let your passenger tell you
his or her story. As hes talking, dont plan out what youre going to say when
hes done this isnt active listening!
Also, dont
allow anything to interrupt this conversation. Give your passenger all of your
attention.
Step 3: Repeat Their
Concerns, Show Empathy and Acknowledge anger and Apologize
Once hes had
time to explain why hes upset, repeat his concerns so youre sure that youre
addressing the right issue. If you need to, ask questions to make sure that youve
identified the problem correctly.
Use calm,
objective wording. For example, As I understand it, you are, quite rightly, upset
because we didnt deliver the food that we should have delivered to you on time.
Repeating the
problem shows the passenger you were listening, which can help lower his anger
and stress levels. More than this, it helps you agree on the problem that needs
to be solved.
Whats more, you
can show your empathy and acknowledgement to the passenger. For example,
Mr. Leeds, I can appreciate this must be very disappointing for you.
I can understand why you are feeling so upset.
I agree that its not acceptable to be kept waiting for such a long
time.
I understand why youre upset. I would be too. Im very sorry that
we didnt get the in-fight food to you on time, especially since its caused
these problems."
Mr. Leeds, Im terribly sorry to hear that you are disappointed with
our service today.
I apologize that weve kept you waiting, Mr. Leeds.
Mr. Leeds, I am very sorry that our in-flight service today has not
met your expectations.
Step 4: Present a SolutionOption and Appreciate Feedback
Now you need to
present the passenger with a solution.
I will be back with your drink as soon as I can. Would you like some
warm nuts to accompany your drink?
May I know
what drink you have requested and Ill be back with it immediately. May I also
offer you some cheese and fruit to go with your drink?
Thank passenger for
their feedback:
Thank you for bringing this to my attention. We do appreciate your
feedback.
Thank you for letting me know. We always like to hear comments from
our passengers.
Then you could
say, If my solution doesnt work for you, Id love to hear what will make you
happy. If its in my power Ill get it done, and if its not possible, we can
work on another solution together.
Step 5: Take Action and Follow-up Assurance
Once youve both
agreed on a solution, you need to take action immediately. Explain every step
that youre going to take to fix the problem to your passenger.
Once the
situation has been resolved, follow up with your passenger over the next few
hours to make sure that he or she is happy with the resolution. Whenever you
can, go above and beyond his or her expectations. For instance, you can send
her a hand-written apology，or you can express your follow-up assurance:
We will do whatever we can to ensure that the rest of your flight is
pleasurable.
I will share your comments with the crew and if there is anything
else we can do for you, please do not hesitate to press the call button.
On behalf of the team, I can
assure you that well do our best to make this journey pleasant for you.
Please let us know if there is anything else we can assist you with during the
flight.
Further Tips
Its important
to handle difficult customers professionally. Learning how to stay calm and how
to stay cool under pressure can help you get through challenging situations
with grace and professionalism.
If your passenger
is especially angry, then talk slowly and calmly, and use a low tone of voice.
This will subtly help lower the tension, and ensure that you dont escalate the
situation by visibly getting stressed or upset yourself.
3.2 Case Analysis: I cant Sit by My Colleague!
个案分析：我不能和同事坐在一起！
How would you
like to deal with the following condition?
Passenger: I have been flying Air China for
years and now I find I cant sit by my colleague. We were expecting to get a
lot of work done on this flight.
Possible solution to the complaint：
1. Acknowledgement
Mr. Freeman, thank you very much for your support over the years. We
appreciate that youve chosen to fly with us.
Its a pleasure to see you again, Mr. Freeman and Im sorry for this
inconvenience.
2. Empathy
I can see why you would find it frustrating if you were expecting to
be sitting next to your colleague.
I understand that the discussion is very important to you.
3. Solutions
I will look
around the cabin to see if there are two vacant seats together.
Thank you very much for your
feedback, Mr. Freeman, we do appreciate your comments
4. Assurance of
service
If there is anything we can do for you, please dont hesitate to let
us know.
3.3 Case Analysis: The Service on this Flight is Terrible!
个案分析：这个飞机上的服务太糟糕了！
How would you
like to deal with the following condition?
Passenger: The service
on this flight is terrible. The dinner service was very rushed and none of the
crew smiled once. I may as well be in Economy Class!
Possible solution
to the Complaint：
1. Acknowledgement
Mr. Paul, please
accept my apologies. I am sorry to hear that our service is not up to standard.
2. Empathy
I can understand that you feel quite disappointed about the service.
I can feel that you are very upset about the service.
3. OptionsAlternatives
May I ask if
there is anything else you would care to try?
Would you
care for another
4. Thank
passenger for their feedback
I appreciate your comments regarding the service today.
Thank you very much for taking the time to share your concerns for
the service today, we do appreciate your feedback.
5. Assurance
of service
Mr. Paul, if there is anything else we can do for you, please do not
hesitate to let us know.
6. Follow up
service
Excuse me, we will be starting our breakfast service shortly. May I
reserve the meal for you first?
Words and Expressions
mindset [''ma?ndset] n. 心态；倾向；习惯；精神状态
priority [pra?''?r?t?] n. 优先；优先权；优先考虑的事
unfair [?n''fe?] adj. 不公平的，不公正的
criticism [''kr?t?s?z?m] n. 批评；考证；苛求
grievance [''gri?v?ns] n.
不满，不平；委屈；冤情
temptation [temp''te???n] n. 引诱；诱惑物
objective [?b''d?ekt?v] adj. 客观的；目标的；宾格的
wording [''w??d??] n. 措辞；用语；语法
subtly [''s?tli] adv. 精细地；巧妙地；敏锐地
partnership [''pɑ?tn???p] n. 合伙；合伙企业；合作关系；合伙契约
resist [r?''z?st] vi. 抵抗，抗拒；忍耐 vt. 抵抗；忍耐，忍住
rightly [''ra?tl?] adv. 正确地；恰当地；公正地；合适地
option [''?p??n]z n. [计] 选项；选择权；买卖的特权
assurance [?''???r?ns] n.保证，担保；人寿保险；确信
resolution [rez?''lu???n] n.决议；解决；决心
expectation [?ekspek?te??n] n.期待；预期；指望
grace [gre?s] n.优雅；恩惠魅力；慈悲
subtly [''s?tli] adv. 精细地；巧妙地；敏锐地
tension [''ten??n] n. 张力，拉力；紧张，不安
Practice
How would you like to deal with the following
condition?
Work
in groups, and discuss the following issues given to find the solutions. Thereafter each group shares their result with the class, and other
groups can supplement with new ideas. Play the roles of the flight attendant
and the passenger respectively.
1. You are supposed to be a flight attendant, and a passenger was complaining loudly, The food on this flight is
disgusting！I should have
taken another flight! How would you like to deal with the following condition?
2. You are supposed to be a flight attendant. A man complains he hasnt
been served any drinks. The fact is that he was sleeping while you served. How
would you like to explain to him? How would you like to deal with the following
condition?
3. You are supposed to be a flight attendant. A lady asks for hot
drinks but there are no hot drinks on board because the water system is out of
order. How would you like to explain to her? How would you like to deal with
the following condition?
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