民航空乘英语.pptx

Warm Up,Announcements,Part,1,Part,2,Dialogues in Cabin,Reading and Writing,Part,3,Part,4,Warm Up,Announcements,Part,1,Part,2,Dialogues in Cabin,Reading and Writing,Part,3,Part,4,Learn the following words and label the boarding pass with these words.,1,airlineflight numberdate,gate numberboarding timeseat number,airline,flight number,destination,passengers name,seat number,boarding time,boarding pass1magazine2seat pocket3,tray table4monitor5overhead locker6 remote control7,Match the following words or phrases with pictures given.,2,1._,2._,boarding pass,overhead locker,4._,3._,monitor,remote control,7._,5.,_,6._,magazine,tray table,Seat pocket,Work in pairs.Read the following things the cabin attendants should do and classify them according to the hint.,3,1.Make sure the aircraft safety instruction cards in the back of the,every passenger seat.,2.Help passengers put their luggage in the overhead lockers.,3.Check the toilets.,4.Hurry the passengers to their seats.,5.Check whether your uniform is smart.,6.Greet the passengers with a smile.,7.Hand out the arrival immigration forms to complete.,8.Give special attention to older passengers.,9.Ask the children not to leave their seats.10.Make sure everyone has a blanket.,11.Check the number of meals.,12.Make coffee for the cabin attendants.,Before passengers come on board:,When passengers are boarding:,1,3,5,11,12,2,4,6,7,8,9,10,Warm Up,Announcements,Part,1,Part,2,Dialogues in Cabin,Reading and Writing,Part,3,Part,4,Listen to the announcements and fill in the blanks.,1,Short Announcements,Ladies and gentlemen,This is China Eastern Airlines flight MU5085 from Hangzhou to Kunming.Would you please check your passenger _ and _ once again and make sure of your flight number.,Thank you for your cooperation.,ticket,boarding pass,Ladies and gentlemen,Welcome aboard China Southern Airlines flight from Changchun to Sanya via1 Nanjing.Please take your seat according to your seat number.If you cannot find your seat,please ask the cabin attendants for help.Your seat number is on the _ of the overhead locker.Please make sure your hand baggage is stored in the overhead locker.Small articles2 can be put _ the seat in front of you.Please take your seat as soon as possible to keep the aisle _ for others to go through.,Thank you!,edge,under,clear,Good afternoon,ladies and gentlemen,Welcome aboard Hainan Airlines flight HU482 from Boston to Beijing.Our flight will take 24 hours and 55 minutes.To be safe,passengers are not allowed to use _ _,remote controlled toys and other electronic devices throughout4 the flight,and the laptop computers are not allowed to use during _ and landing.We will take off immediately.Now the cabin attendants are going to have a _ check.Please be seated,_ your seat belt and make sure your seat back is straight up5,your tray table is closed and your carry-on6 items7 are securely stowed8 in the overhead locker or under the seat in front of you.This is a _ flight.Please do not smoke on board.,We hope you enjoy the flight!Thank you!,mobile,take-off,security,phones,fasten,non-smoking,Short Announcements,Oral practice.Discuss with your partner about the following questions.,2,1.Why do you ask your passengers to recheck the ticket and boarding pass?,2.How do you usually start an in-flight announcement as soon as passengers boarding the plane?,3.What would you do if someone is standing in the aisle and has blocked the way?,Listen to the departure announcement and learn the following words or phrases.,1,Long Announcements,Vocabulary Band,distance dst()nsn.,距离,instruction card,说明卡，指令卡,reseat risitvt.,使重新坐下；使坐在新座位上,remote control toy,遥控玩具,duration djre()nn.,持续的时间，期间,interfere with,干涉，干扰；妨碍,navigational nvge()n()l adj.,航行的，航运的,Listen to the departure announcement and learn the following words or phrases.,1,Vocabulary Band,cruising kruzadj.,（飞机）以经济巡行速度行驶的,altitude lttjudn.,高度，海拔,notify ntfavt.,告知，通知,prohibit pr()hbtvt.,阻止，禁止,lavatory lvt()rn.,厕所，盥洗室,hesitate heztetvt.&vi.,犹豫，踌躇,chief purser,乘务长,Long Announcements,Read the departure announcement and decide whether the following behaviors,are right or not.,2,Long Announcements,1.Turn off all cellular phones,radios and remote controlled toys,etc.before take-off.,2.Move about during take-off and landing.,3.Smoke in the lavatory.,4.Stop moving when the seat belt sign is on.,5.Place luggage on the aisle or the exits.,6.Close the tray table during take-off.,7.Stow the carry-on luggage in the overhead bin or under the seat in front of you.,T,F,F,T,F,T,T,Oral practice.Discuss with your partner about the following questions.,3,1.How do you begin with the departure announcement?,2.How do you help the passenger who doesnt want to sit next to the emergency exit?,3.How do you stop the passengers who are talking on the phone or playing with electronic devices when the plane is just about take-off?,4.What should you ask the passengers to check before take-off?,5.How do you express yourself if you are ready to help your passengers?,Warm Up,Announcements,Part,1,Part,2,Dialogues in Cabin,Reading and Writing,Part,3,Part,4,Listen to the dialogues and fill in the blanks.,1,CA:Welcome aboard,sir.Im Tracy,the chief _ of this flight.My serve number is 26.If there is,anything I can do for you,just let me know.Which _ are you flying?,M:My ticket says its business class1.,CA:OK.The business class is in the front of 2 the plane.Just go straight3 and you will find the _,saying business class.,M:Where can I sit exactly?,CA:Let me see your ticket,please.,M:Here you are.,CA:Seat number 6A.Then its a window seat4.,M:A window seat?But I dont like the window seat.Im afraid of _ the window.I,will feel sick.,purser,class,sign,looking out ofCA:Oh,I see.We have a blind5 over the window.You can put it down or you can _ the service,button to call our cabin attendants to help you put it down.,M:Well,err.but I still want to change a seat.Could you help me with that?,CA:Alright.Please follow me.Lets go to the business class and Ill see whether there is someone who,wants to change seat with you.Is that OK?,M:OK.Thats very kind of you!,press,2,CA:Good morning,sir.What can I do for you?,M:Im looking for my seat.Could you _ me to my seat?,CA:Sure.Your boarding pass,please.,M:Here it is.,CA:Your _ is 21B.Its in the _ of the cabin,the third row6 from the last,the,one in the middle.This way,please.Ill show you your seat.Just walk along7 the aisle.,M:Thank you very much.,guide,seat number,back,Listen to the dialogues and fill in the blanks.,3,CA:Sir,can I put your _ into the baggage holder8 overhead?,M:I dont want to do that.,CA:Luggage is not _ to be put in the aisle.,M:I always put it in my sight,or else I dont feel very well.,CA:I understand.But it will cause _ when someone goes across the aisle because it takes up9 too,much room.,M:But I dont feel safe if it is put in the _.,CA:Dont worry,sir.Every baggage holder has a lock.And the key is in your hand.It will be very safe.,M:Is it like this?Then I will try.,CA:Let me help you,sir.,M:OK,thank you.,CA:Thank you for your cooperation,sir.,luggage,allowed,trouble,overhead locker,Listen to the dialogues and fill in the blanks.,Oral practice.Read the dialogues and discuss the following questions with your partner.,1.How will you greet your passengers when you are meeting them at the cabin door?,2.If the passenger cannot find his seat,what can you do for him?,3.If a passenger says thank you for what you have done for him,what will you say?,Work in pairs.Choose one of the following situations to make a dialogue with your partner according to the dialogues above.,Situation 1:A passenger cant find his seat.,Situation 2:A passenger doesnt want to sit next to the emergency exit.,Situation 3:A passenger puts his baggage in the aisle for his insecurity.,Warm Up,Announcements,Part,1,Part,2,Dialogues in Cabin,Reading and Writing,Part,3,Part,4,Cabin Crew,Cabin crew is the people who are working with the passengers in the cabin.They attend to passengers needs throughout the flight,serving refreshments and sell duty-free goods,so customer service is vital.They are expected to be friendly,enthusiastic and courteous at all times.Cabin crew can also be divided into two groups:the senior member is called chief director or purser and those who work under the senior member are called cabin attendants.,Text 1,A qualified cabin must be with the lofty goal and passion.But thats not enough.High level of professionalism and hard-working attitude are a must.Language is also important,and an excellent cabin crew must be able to communicate with passengers in English fluently who are not sharing the same language.,Cabin attendants should carry out a range of duties:,Attending a pre-flight briefing,concerning weather,altitudes,routes,emergency procedures,crew coordination,food and beverage services offered,and numbers of passengers.Clear respective tasks for the coming flight.,Checking to ensure that food,beverages,blankets,reading materials,first-aid kits,emergency equipment,and other supplies are aboard and are in adequate supply.,A qualified cabin must be with the lofty goal and passion.But thats not enough.High level of professionalism and hard-working attitude are a must.Language is also important,and an excellent cabin crew must be able to communicate with passengers in English fluently who are not sharing the same language.,Cabin attendants should carry out a range of duties:,Attending a pre-flight briefing,concerning weather,altitudes,routes,emergency procedures,crew coordination,food and beverage services offered,and numbers of passengers.Clear respective tasks for the coming flight.,Checking to ensure that food,beverages,blankets,reading materials,first-aid kits,emergency equipment,and other supplies are aboard and are in adequate supply.,Verifying that first-aid kits and other emergency equipment,including fire extinguishers and oxygen bottles,are in working order.,Welcoming passengers on board and directing them to their seats.Assisting passengers in placing carry-on luggage in overhead or under-seat storage.,Determining special assistance needs of passengers such as small children,the elderly,or the disabled.,Demonstrating safety procedures to passengers.,Checking all passenger seat belts are secure prior to take-off.,Making announcements on behalf of the pilot and answering passengers questions during the flight.,Serving meals and refreshments to passengers.,Reassuring passengers when situations such as turbulence are encountered.,Completing paperwork,including writing a flight report.,The work of cabin crew can be stressful and demanding,but it can also be varied,interesting and rewarding.,Learn the words in the box and then complete the sentences with them.Change the,form if necessary.,1,courteousadequatesupply encounter,dividedirectprior to announcement,1.The _ of food and beverages should be verified before the flight takes off.,2.The cabin crew can be _ into the chief director and cabin attendants.,3.The passengers became anxious when the flight _ turbulence.,4.Cabin attendants smile and _ behaviors can make the passengers relax.,supplies,divided,encountered,courteous,5.“Good afternoon,ladies and gentlemen.Welcome aboard China Eastern Airlines flight MU3516 from Beijing to Shanghai.”the flight director _.,6.It is the cabin crews duty to check whether all passengers safe belts have been secured _ take-off7.After boarding,the cabin attendants will _ the passengers to their seats.,8.There are some _ beverages in the flight.If you want to buy,you can ask the cabin attendants for help.,announced,prior to,direct,duty-free,Read the text again and decide whether the following statements are T(true)or F(false).,2,1.Cabin crew should have professional knowledge and good working attitude.,2.Only the pilot can make announcements during the whole flight.,3.Cabin attendants receive their tasks in the pre-flight briefings.,4.As soon as passengers leave the flight,cabin crew accomplish their duties.,5.The writers attitude towards the work of cabin crew is positive.,T,F,T,F,T,Think about the questions below and then write a passage.,3,1.Whats your opinion of cabin attendants?,2.What should you do if you want to be a qualified cabin attendant?,Text,2,Cabin Service,Cabin attendants make face-to-face,1,contact with passengers.Their professional,2,image,3,reflects,4,the airlines service image.Passengers opinion of an airline is based on,5,their words,behaviors and service standard,6,.,Cabin attendants should possess,7,essential,8,qualifications,9,for their work,as well as the rigid,10,physical,11,requirements such as height and vision,12,.The quality of cabin service is judged,13,on the friendliness,14,courtesy,15,and appearance,16,of the cabin attendants.,First,cabin attendants should enjoy their work.They are doing an exciting and challenging,17,job.They should be friendly and helpful to passengers.They must keep smiling during their work,for a smile is a good way to help passengers relax.They must also provide courteous and efficient service to the passengers.Second,a warm concern,18,for the passengers is a necessary qualification for passenger service work.Dignity,19,warmth and a sincere liking for the passengers are the best qualities.,Read the text and choose the best answer.,1,1.How do passengers get their opinions of the airlines?,A.Cabin attendants speech.,B.Cabin attendants behavior.,C.Cabin attendants service standard.,D.All of the above.,2.The excellent quality of cabin service is NOT judged on _.,A.the request of the passengers,B.the friendliness of the cabin attendants,C.the courtesy of the cabin attendants,D.the height and vision of the cabin attendants,D,D,3.Why should cabin attendants keep smiling during their work?,A.Because they like smiling.,B.Because the smile is a good way to help passengers relax.,C.Because the passengers ask them to smile.,D.Because it can make their faces thinner when smiling.,4.The phrase“a necessary qualification for passenger service work”in paragraph 3 means _.,A.rigid physical requirements,B.a courteous and efficient service to the passengers,C.a warm concern for the passengers,D.good professional image,5.According to this passage,we can know that the cabin attendants work is NOT _.,A.easyB.necessary,C.challengingD.demanding,B,C,A,Translate the following sentences into Chinese.,2,乘客对航空公司的看法是基于空乘人员的言语、行为和服务标准。,客舱服务的质量是根据空乘人员的友好、礼貌和外表来判断的。,他们在工作中必须保持微笑，因为微笑是帮助乘客放松的好方法。,1.Passengers opinion of an airline is based on their words,behaviors and service standard.,_,2.The quality of cabin service is judged on the friendliness,courtesy and appearance of the cabin attendants.,_,3.They must keep smiling during their work,for a smile is a good way to help passengers relax.,_,