民航客舱服务实用英语 Unit 6
民航客舱服务实用英语 Unit
Warm-up
1、What is the cabin attendant doing in the picture 2、Is the preflight check important Why 3、Before the passengers board the aircraft, what should cabin attendants check
lavatory amenities 厕所便利 设施 smoke detector 烟雾探测器 window shade 遮光帘 oven 烤箱 water heater 煮水器 boarding music 登机音乐 hand baggage 手提行李 assigned seat 指定座位 fire extinguisher 灭火器 megaphone 扩音器
seat pocket 椅袋 emergency equipment 紧急设 备 checklist 检查单 entertainment system 娱乐系 统 call button 呼唤铃 audio 音频 demonstrator kit 示范包 life jacket 救生衣 seat belt 安全带 tray table 小桌板
医学资料
• 仅供参考,用药方面谨遵医嘱
Usefyl Expressions
1、I wonder if you can help me check equipment on board. 2、Make sure all equipment is secure or in position available and serviceable. 3、I've just checked all in-flight aocuments. 4、Please help me check entertainment system. 5、I've just finished checking the demonstrator kits. 6、I'm going to check the galley. 7、I've just aranged the magazines and newspapers in good order. 8、It's time to switch on the boarding music.
民航服务英语听力教学课件u6
The chief stewardess: Good morning, ladies and gentlemen. Welcome you ________ China ________ Airlines to Shenzhen, Please make sure that your seatbelt is fastened, your seat is upright, and your ________ is closed. Your cabin baggage should be in the ________ compartment or under the seat in front of you. No smoking will be ________ on this flight.
6
D.Reading light
Part B Listening Task
3.Which of the following equipment is NOT mentioned in the dialogue? A.Micro-TV B.Music system C.Ventilation D.Portable computer 4.Where is the ventilation? A.On the armrest B.Above the head C.Under the seat D.Beside the window seat 5.What does “catering system” mean? A.The activity of serving food and drinks B.The activity of helping the handicapped C.The activity of attending UM D.The activity of providing entertainment
民航客舱服务英语作文范文
民航客舱服务英语作文范文Chapter 1: IntroductionCivil aviation cabin service plays a crucial role in ensuring passengers' comfort and satisfaction during their flight experiences. This paper aims to explore the various aspects of cabin service in civil aviation, including its importance, challenges faced by cabin crew, and strategies to improve passenger satisfaction. By understanding the significance of cabin service, it becomes possible to enhance the overall travel experience for passengers.Chapter 2: Importance of Civil Aviation Cabin ServiceThe cabin service provided by airlines is essential for creating a positive experience for passengers. It involves ensuring safety and security, providing quality meals, offering entertainment options, and maintaining cleanliness. Cabin service is not limited to merely serving meals and drinks; it extends to making passengers feel comfortable, addressing their needs promptly, and ensuring a pleasant journey. It directly impacts customer satisfaction, loyalty, and even the reputation of the airline. Therefore, it is crucial for airlines to invest in training cabin crew and constantly upgrading their cabin services.Chapter 3: Challenges Faced by Cabin CrewCabin crew members face numerous challenges when delivering quality cabin service. Firstly, they have to deal with diverse passenger needs and preferences. Some passengers may require special assistance, while others may have dietary restrictions.Additionally, cabin crew must manage conflicts among passengers and handle emergency situations effectively. Moreover, cabin crew often work long hours, deal with jet lag, and face challenging working conditions. All these factors make the job of cabin crew demanding and require them to possess excellent interpersonal and problem-solving skills.Chapter 4: Strategies to Improve Passenger SatisfactionTo enhance passenger satisfaction, airlines can implement several strategies. Firstly, airlines should ensure that their cabin crew members receive comprehensive training to enhance their service skills. This includes training in communication, conflict resolution, and emergency response. Secondly, airlines should regularly upgrade their onboard facilities to meet passengers' expectations. For example, providing comfortable seating, modern entertainment systems, and offering a variety of high-quality meals can significantly improve the overall travel experience. Lastly, airlines should take passenger feedback seriously and make necessary improvements based on suggestions received. This will demonstrate that the airline values its passengers' opinions and strive to enhance their experience.In conclusion, civil aviation cabin service plays an integral role in ensuring passengers' comfort and satisfaction during their travel experience. By understanding the importance of cabin service, exploring the challenges faced by cabin crew, and implementing strategies to improve passenger satisfaction, airlines can elevate the overall travel experience for passengers. This will result in increased customer loyalty and positive word-of-mouth, ultimatelybenefiting the airline's reputation.Chapter 5: Training and Development for Cabin CrewComprehensive training and development play a significant role in equipping cabin crew with the necessary skills and knowledge to provide excellent cabin service. Airlines should invest in implementing training programs that cover various aspects, including safety procedures, customer service, communication skills, and conflict resolution. These training programs should be conducted regularly to keep cabin crew updated with the latest industry standards and best practices.To ensure the effectiveness of training programs, airlines can use a combination of theoretical and practical training methods. Theoretical training can be conducted in classrooms or online platforms to provide cabin crew with the necessary knowledge about emergency procedures, regulatory requirements, and passenger service. Practical training can be conducted in simulated environments, such as mock cabins or emergency evacuation drills, to enhance cabin crew's ability to handle real-life situations efficiently.Additionally, airlines should focus on developing cabin crew's interpersonal skills. Effective communication and conflict resolution skills are crucial for cabin crew to address passenger needs, manage conflicts among passengers, and handle challenging situations. Training programs can include role-playing exercises and scenarios to help cabin crew practice their communication and problem-solving skills.Chapter 6: Enhancing Onboard FacilitiesTo improve passenger satisfaction, airlines should continuously upgrade their onboard facilities. This includes investing in comfortable seating arrangements, spacious legroom, and adjustable headrests to ensure passengers have a pleasant and comfortable journey. Airlines should also provide a variety of entertainment options, such as in-flight movies, music, and games, to cater to different passenger preferences.Moreover, the quality of onboard meals is an important aspect of cabin service. Airlines should consider offering a wide range of meal options to accommodate different dietary preferences and restrictions. Collaborating with renowned chefs or partnering with local food establishments can further enhance the quality of onboard meals.Maintaining cleanliness and hygiene onboard is another crucial factor in improving passenger satisfaction. Airlines should establish rigorous cleaning protocols and ensure that cabin crew members regularly clean and disinfect the cabin. Additionally, providing amenities such as blankets, pillows, and personal hygiene products can contribute to a more pleasant journey for passengers.Chapter 7: Listening to Passenger FeedbackOne of the most effective ways to improve cabin service and enhance passenger satisfaction is to listen to their feedback. Airlines should encourage passengers to provide feedback throughvarious channels, such as online surveys, feedback forms, or social media platforms. This feedback can provide valuable insights into areas that require improvement and help airlines identify trends and patterns.Airlines should take passenger feedback seriously and use it as a basis for making necessary improvements. This can include addressing specific issues raised by passengers, implementing changes suggested by them, or introducing new services based on their preferences. Regular communication with passengers, such as through newsletters or email updates, can also help keep them engaged and informed about any enhancements or changes made to the cabin service.Chapter 8: ConclusionEnhancing cabin service in civil aviation requires a holistic approach that encompasses training and development for cabin crew, upgrading onboard facilities, and actively listening to passenger feedback. By investing in comprehensive training programs, airlines can equip cabin crew with the necessary skills and knowledge to provide excellent service. Upgrading onboard facilities, such as seating arrangements, entertainment options, and meal quality, can significantly improve passenger satisfaction. Lastly, actively listening to passenger feedback and making necessary improvements based on their suggestions will demonstrate that the airline values customer opinions and aims to provide an exceptional travel experience.By implementing these strategies, airlines can elevate the overalltravel experience for passengers, resulting in increased customer loyalty, positive word-of-mouth, and a strong reputation in the industry. Cabin service is not just about serving meals and drinks; it is about creating a comfortable and memorable experience for passengers throughout their journey.。
民航机务职业英语口语Unit Six
Speaking Practice
Prepare dialogues on the following situations:
One of your classmates advises you to see the oral English competition with him, but you have another appointment, so you reject his advice.
Rejecting advice and suggestions
I regret to say I can’t accept your advice. That would be very pleasant, but I can’t … I don’t think I will, but thank you all the same.
3. “It” centered
It would probably / might be a good idea to …. Would it be better to ….? / Would it be a good idea to …? It would be just as well for you to …. How about going to …? / What about …?
航空服务英语口语教程课件Unit 6
transportation
new Monitor ensure
recruits smoothly
operations Analysis
new
tasks
daily implement
Extended Reading
Professional Terms for Further Study
THANK YOU
check. I’m afraid I’ll miss my flight. O: According to the rules, you should come to the airport at least two hours in advance. P: Yes, but too many passengers are lining up today. There are only two passengers in
Dialog 2
(O = Officer P = Passenger) O: Passengers, please remain in an orderly line. P: (appearing worried) Excuse me. What should I do? O: What’s wrong? May I help you? P: My flight’s in half an hour, but there are so many people waiting for the security
ID card
driving license
student’s identity card
Teacher Certification
Model Dialogs
Dialog 1
民航专业英语unit6
Section A: Speaking
Relevant Announcements
Ladies and gentlemen, We are sorry to inform you that we cannot serve you hot drinks on
this flight because the water system is out of order. However, we will be able to serve cold drinks.
persuading him to drink something healthier. 3. An old lady seems allergic to the pineapple juice.
Section B: Listening
Section B: Listening
Announcements
tea and coke.Please stay still in your seat. Our crew will bring them to you with cart soon. Please put down the table in front of you. For the convenience of the passenger behind you, please return your seat back to the upright position.
Section B: Listening
Dialogue
Listen to the dialogue carefully and try to fill in the blanks. (The cabin attendant carelessly spills some drink on the passenger.) (P=Passenger, F=Flight Attendant) F: Excuse me, Madam, would you __li_k_e__ a drink? P: Yes, please. I’d like to have _c_o_k_e___ , please. F: Certainly, Madam, your coke with ice, please. (The CA accidentally __sp_i_ll_s_ the drink on the passenger’s clothes.) P: Oh, my god!
《民航客舱服务英语》课件Unit 6
Drink and Meal Service （II）
Unit 6 Drink and Meal Service
II. Cabin Announcements -- Drink and Meal Service
餐饮服务
1. Listen to the announcements and fill in the blanks.
Warm-up
Discuss the following questions in groups
1. If you fail to bring the passenger his meal in time, what do you say to him to show your apology? 2. A passenger was sleeping while you were serving. After he wakes up, he complains he hasn’t got a meal. What would you say to him? 3. What is the difference between the meal service of First class and Economy class ? 4. Could you list several kinds of special meals? 5. What’s your recommendation to a vegetarian passenger if he does not eat the food you served?
as.sistance.
Thank you for your understanding and cooperation.
Cabin Announcements
民航客舱服务实用英语-Unit-6 Beforce Take-off 3
Useful expressions
We are preparing for take-off. We are getting the cabin ready for landing. We are about to take off. Would you kindly return to your seat? Would you please switch off your mobile phone? May I ask you to raise the window shade? Would you please put your seat in the upright position and stow away your table
Dialogues
A passenger reclines
her seat back before
3
take-off.
A passenger doesn't put up the
window shade prior to take-off.
1
A passenger is sending a text
room.( ) 3.The smoking rooms are downstairs.( ) 4.There are 2 smoking rooms on that floor.( ) 5.The elevator is far away from where the two speakers are standing.( )
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
Key words and expressions
We are preparing for take-off. We are getting the cabin ready for landing. We are about to take off. Would you kindly return to your seat? Would you please switch off your mobile phone? May I ask you to raise the window shade? Would you please put your seat in the upright position and stow away your table
2
message on his mobile phone.
A passenger is using a laptop and
4
another passenger wants to go to the
lavatory before take-off.
5 A passenger is smoking in the cabin and another passenger has taken out the life vest.
Show a passenger who has reclined his seat back how to return his seat back to the normal position before take-off?
Announcementsf
A passenger is asking for a blanket when the 6 captain requests the crew to be seated.
Exercises
How to advis a passenger who wants to go to the toilet when the plane is about to take off?
Sentence Patterns 句型
Would you mind....? Would you like to...? May I suggest....? Would you please ....? I have to ask you to... I need to ask you to... I must ask you to...
女士们、先生们;
Ladies and Gentlemen,
我们的旅程即将开始，请您 系好安全带，并确认例如手机等 电子装置是否关闭。
谢谢您的合作！
As we are preparing for takeoff, please fasten your seat belt and confirm that your electronic devices such as mobile phone have been switched off.
Dialogues
A passenger reclines
her seat back before
3
take-off.
A passenger doesn't put
1
up the window shade
prior to take-off.
A passenger is sending a text
How to stop a passenger who is still working his computer as the plane is taking off soon?
What will the cdabin attendant do when she/he sees a passenger talking on his mobile phone prior to take-off？
Key words and expressions
navigation instrument 导航设备 cruising level 巡航高度 turbulence 颠簸 cabin ready 客舱乘务员各就各位 seat belt sign安全带指示灯 electronic device 电子设备 ISM(in-flight service manager) 机上服务经理 prior to 在...之前 interfere with 干扰
Thank you for your cooperation!
Announcements
航线及服务介绍
Route and Service
女士们、先生们：
Ladies and Gentlemen,
欢 迎 乘 坐 ___! 我 是 乘 务 长___,代表我们的机长欢迎您。 此次前往__的航班飞行时间大约 为__小时__分钟。我们预期到达 时间为当地时间___.我们马上给 您提供早餐（中餐/晚餐/快餐） 和饮料。
民航客舱服务实用英语
Unit 6 Before Take-off 3 By Rui Zhou
Warm-up
1、What is the cabin attendsnt doing bofore take-off according to the picture? 2、Why is this procedure so important?
and footrest as we are preparing for take-off? Sir, please remain seated untill the seat belt sign has been switched off. Sir, for your safety, I have to ask you to return to your seat. May I ask you to stow your bag under the seat in front of you?