铁路客运服务英语车箱篇(Project Fourteen)
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10
Part 2 Skills Development
Dialogue 1 A lady needs to put stroller and change her baby’s diaper.
Passenger: Excuse me, my baby needs her diaper changed. Is diaper changing table
known to train staff. 如车上有医生/护士，请告知列车工作人员。 13. If there is anything I can do for you, please don’t hesitate to
tell me/ please let me know. 如果有需要的话，请您随时跟我说。
RAILWAY PASSENGER SERVICE ENGLISH
铁路客运服务英语
14 Project
Special Care Passenger Service
重点旅客服务
2
Part 1 Warming Up
What kind of passengers are considered special care travellers in China?
down and hurt his leg. If you are a medical doctor, please contact any of our train staffs
immediately. Thank you.)
14
Part 2 Skills Development
Dialogue 3 A senior passenger fell down onboard.
Passenger: Thanks.
Staff: My pleasure.
11
Part 2 Skills Development
Dialogue 2 This is service for the disabled.
Passenger: Excuse me, my friend has trouble to walk. Could you please get us a wheelchair when boarding? Staff: No problem. Could you please tell me his name, departure date and train number? Passenger: John Smith, train G23 from Beijing West to Nanjingnan on Oct. 21. Staff: I've got it. Please inform us before he gets to the station. The wheelchair will be waiting for him to board. Passenger: Thank you. (After boarding) Excuse me, would you please arrange a convenient seat for my friend? He has trouble walking.
Staff: I am sorry for having kept you waiting so long. Follow me, please. Here it is. Take the
first row please and it’s more convenient. If you need any help, please tell us. We will be
passengers in wheelchairs.
Passenger: Would you please take me there?
Staff: Sure. Follow me, please. Here it is. An auto-door is used. Inside the washroom
toilet?
Passenger: Thank you. It’s very kind of you. By the way, where can I put my stroller?
Staff: Madam, it can be put at the Left Luggage Storage. Let me help you.
equipped with a large wash basin, a western-style toilet, hand rails and emergency call
button.
13
Part 2 Skills Development
Dialogue 3 A senior passenger fell down onboard.
Passenger: Ouch! It hurts terribly. What should I do?
Staff: Don’t worry, I’ll find a doctor for you right now.
(Ladies and gentlemen, may I have your attention, please? There is a passenger who fell
Staff: What’s happened?
Passenger: I fell down just now.
Staff: Did you hurt?
Passenger: I felt a sharp in my left leg, and I am afraid I may break it.
Staff: Let me help you get back to your seat. Please raise your right foot slowly, no rush.
4
Part 2 Skills Development
5
Part 2 Skills Development
6
Part 2 Skills Development
Sentence Patterns
1. There is a foldable diaper changing table in the barrier-free toilet in carriage 5. You can change the baby’s diaper there. 在5号车厢 的无障碍卫生间里有折叠的婴儿护理台，那可以换尿布。 2. I am sorry for having kept you waiting so long. 抱歉让您久等了 。 3. The wheelchair will be waiting for you to board. 我们会准备好轮椅方便您乘车。 4. Take the first row please and it’s more convenient. 坐第一排这儿吧，更方便些。 5. I think you are suffering from motion sickness. Here is a cleaning bag. I’ll take you some hot water.
cordially at your service.
Passenger: Excuse me, where is the toilet?
Staff: Sir, there is a barrier-free toilet available in No.5 carriage. It is specially designed for
Passenger: Oh, I see. Is there any toilet paper in the toilet?
Staff: Yes, Madam. Washbasins are also equipped there. May I assist you to the accessible
available onboard?
Staff: Yes, Madam. There is a foldable diaper changing table in the accessible toilet in
carriage 5. You can change the baby’s diaper there.
7
Part 2 Skills Development
Sentence Patterns
6. This is the barrier-free toilet, equipped with handrails and Emergency call button. 这就是无障碍卫生间，设有扶手和紧急呼叫按钮。 7. Please take good care of your child. Don’t run in the car, in order to avoid any accident. 请照顾好您的孩子，不要在车厢内奔跑，以免发生意外。 8. Sir, don’t worry. Board the train first and I’ll take the luggage for you. 老先生，别着急，您先上车，我来帮您拿行李，请注意脚下安全。 9. Don’t worry. I’ll remind you before reaching your station. 您放心，到站前我会提示您的。 10. Excuse me, Sir! Please wake up! We are arriving at your destination. 您好，先生，醒一醒，您快要到站了。
Staff: How are you feeling now? Passenger: No better. Staff: I’m sorry to tell you there’s no doctor or nurse on board. Passenger: No luck for me. Staff: But we have informed the next station to arrange an ambulance car to take you to the hospital as soon as we arrive there. Is that all right? Passenger: That’s fine. I sincerely appreciate what you’ve done for me. Staff: That’s all right. If you need any help, please tell us immediately. Passenger: All right. I will.
14. Madam, may I help you with your infant?
女士，需要帮您抱孩子吗？
9
Part 2 Skills Development
Dialogue 1 A lady needs to put stroller and change her baby’s diaper.
12
Part 2 Skills DevelopmetDialogue 2
This is service for the disabled.
Staff: Don’t worry, sir. Just a minute, I’ll arrange a seat for him.
Passenger: Thank you.
8
Part 2 Skills Development
Sentence Patterns
11. What’s your trouble? / What’s the matter? / Is there
anything wrong with you? 您怎么了？哪不舒服？
12. If there is a doctor/a nurse on board, please make yourself
3
Part 1 Warming Up
In general, more and more railway stations and trains in China are catering to passengers with disabilities and special needs. Do you have any suggestions for railway passengers service, especially for special care passengers?
Part 2 Skills Development
Dialogue 1 A lady needs to put stroller and change her baby’s diaper.
Passenger: Excuse me, my baby needs her diaper changed. Is diaper changing table
known to train staff. 如车上有医生/护士，请告知列车工作人员。 13. If there is anything I can do for you, please don’t hesitate to
tell me/ please let me know. 如果有需要的话，请您随时跟我说。
RAILWAY PASSENGER SERVICE ENGLISH
铁路客运服务英语
14 Project
Special Care Passenger Service
重点旅客服务
2
Part 1 Warming Up
What kind of passengers are considered special care travellers in China?
down and hurt his leg. If you are a medical doctor, please contact any of our train staffs
immediately. Thank you.)
14
Part 2 Skills Development
Dialogue 3 A senior passenger fell down onboard.
Passenger: Thanks.
Staff: My pleasure.
11
Part 2 Skills Development
Dialogue 2 This is service for the disabled.
Passenger: Excuse me, my friend has trouble to walk. Could you please get us a wheelchair when boarding? Staff: No problem. Could you please tell me his name, departure date and train number? Passenger: John Smith, train G23 from Beijing West to Nanjingnan on Oct. 21. Staff: I've got it. Please inform us before he gets to the station. The wheelchair will be waiting for him to board. Passenger: Thank you. (After boarding) Excuse me, would you please arrange a convenient seat for my friend? He has trouble walking.
Staff: I am sorry for having kept you waiting so long. Follow me, please. Here it is. Take the
first row please and it’s more convenient. If you need any help, please tell us. We will be
passengers in wheelchairs.
Passenger: Would you please take me there?
Staff: Sure. Follow me, please. Here it is. An auto-door is used. Inside the washroom
toilet?
Passenger: Thank you. It’s very kind of you. By the way, where can I put my stroller?
Staff: Madam, it can be put at the Left Luggage Storage. Let me help you.
equipped with a large wash basin, a western-style toilet, hand rails and emergency call
button.
13
Part 2 Skills Development
Dialogue 3 A senior passenger fell down onboard.
Passenger: Ouch! It hurts terribly. What should I do?
Staff: Don’t worry, I’ll find a doctor for you right now.
(Ladies and gentlemen, may I have your attention, please? There is a passenger who fell
Staff: What’s happened?
Passenger: I fell down just now.
Staff: Did you hurt?
Passenger: I felt a sharp in my left leg, and I am afraid I may break it.
Staff: Let me help you get back to your seat. Please raise your right foot slowly, no rush.
4
Part 2 Skills Development
5
Part 2 Skills Development
6
Part 2 Skills Development
Sentence Patterns
1. There is a foldable diaper changing table in the barrier-free toilet in carriage 5. You can change the baby’s diaper there. 在5号车厢 的无障碍卫生间里有折叠的婴儿护理台，那可以换尿布。 2. I am sorry for having kept you waiting so long. 抱歉让您久等了 。 3. The wheelchair will be waiting for you to board. 我们会准备好轮椅方便您乘车。 4. Take the first row please and it’s more convenient. 坐第一排这儿吧，更方便些。 5. I think you are suffering from motion sickness. Here is a cleaning bag. I’ll take you some hot water.
cordially at your service.
Passenger: Excuse me, where is the toilet?
Staff: Sir, there is a barrier-free toilet available in No.5 carriage. It is specially designed for
Passenger: Oh, I see. Is there any toilet paper in the toilet?
Staff: Yes, Madam. Washbasins are also equipped there. May I assist you to the accessible
available onboard?
Staff: Yes, Madam. There is a foldable diaper changing table in the accessible toilet in
carriage 5. You can change the baby’s diaper there.
7
Part 2 Skills Development
Sentence Patterns
6. This is the barrier-free toilet, equipped with handrails and Emergency call button. 这就是无障碍卫生间，设有扶手和紧急呼叫按钮。 7. Please take good care of your child. Don’t run in the car, in order to avoid any accident. 请照顾好您的孩子，不要在车厢内奔跑，以免发生意外。 8. Sir, don’t worry. Board the train first and I’ll take the luggage for you. 老先生，别着急，您先上车，我来帮您拿行李，请注意脚下安全。 9. Don’t worry. I’ll remind you before reaching your station. 您放心，到站前我会提示您的。 10. Excuse me, Sir! Please wake up! We are arriving at your destination. 您好，先生，醒一醒，您快要到站了。
Staff: How are you feeling now? Passenger: No better. Staff: I’m sorry to tell you there’s no doctor or nurse on board. Passenger: No luck for me. Staff: But we have informed the next station to arrange an ambulance car to take you to the hospital as soon as we arrive there. Is that all right? Passenger: That’s fine. I sincerely appreciate what you’ve done for me. Staff: That’s all right. If you need any help, please tell us immediately. Passenger: All right. I will.
14. Madam, may I help you with your infant?
女士，需要帮您抱孩子吗？
9
Part 2 Skills Development
Dialogue 1 A lady needs to put stroller and change her baby’s diaper.
12
Part 2 Skills DevelopmetDialogue 2
This is service for the disabled.
Staff: Don’t worry, sir. Just a minute, I’ll arrange a seat for him.
Passenger: Thank you.
8
Part 2 Skills Development
Sentence Patterns
11. What’s your trouble? / What’s the matter? / Is there
anything wrong with you? 您怎么了？哪不舒服？
12. If there is a doctor/a nurse on board, please make yourself
3
Part 1 Warming Up
In general, more and more railway stations and trains in China are catering to passengers with disabilities and special needs. Do you have any suggestions for railway passengers service, especially for special care passengers?