最新民航客舱服务实用英语 Unit2
航客舱服务实用英语Unit
Informative elements: The welcome message provides essential information about the flight, so as the flight number, destination, and estimated time of arrival It also includes information about medical services, in light entertainment options, and any announcements that will be made during the flight
Other service requirements
Customer relationships
The ability to establish and maintain positive relationships with passersby, being friendly and approachable while also being attentive to their needs and requests
02
Cabinet services
Order service
01
Ordering food and drinks
The ability to understand and communicate a variety of food
and drink orders from passersby, including special dietary
04
Introduction to Cabinet Entertainment
Facilities
《-民航空乘英语》2PPT优秀课件
life vest3 safe belt sign
life vest
emergency exit
Unit 2 Safety Service
4
oxygen mask1 safe belt
emergency exit2 safety demonstration4
life vest3 safe belt sign
Ⅰ. Listen to the dialogues and fill in the blanks.
1
M: Excuse me, madam. I’d like to remind you that passengers are not allowed to _r_em__o_v_e_ emergency equipment by themselves. Please put back the __l_if_e_v_e_s_t___.
Part
Part
1
2
3
4
Warm Up Announcements
Dialogues in Cabin
Reading and Writing
1
Match the following words and pictures.
ห้องสมุดไป่ตู้
oxygen mask1 safe belt
emergency exit2 safety demonstration4
safe belt
oxygen mask
Unit 2 Safety Service
5
oxygen mask1 safe belt
emergency exit2 safety demonstration4
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.。
unit2 座位安排
Section A: Speaking
pass indicate edge seat back armrest cushion seat pocket
登机牌 v. 表明，标示 n. 边缘
座椅靠背 n. 扶手 n. 坐垫
座椅口袋
Section A: Speaking
Section B: Listening
Section B: Listening
Announcements
Listen to the following announcements carefully and try to f ill in the blanks.
Announcement I Ladies and gentlemen,
weight and balance for the aircraft when it takes off. Thank you for your cooperation.
Section A: Speaking
Situational Dialogues
Situation: A passenger is asking the flight attendant where his seat is. (P=Passenger, F=Flight Attendant) P: Excuse me, where can I f ind my seat? F: May I see your boarding pass? P: Here you are. F: Your seat number is 4A. Please take this aisle to the fourth row. The number is indicated on the overhead compartment. P: Thank you very much. F: You are welcome, Sir.
民航英语Unit2PPT课件
_______ ________, _______,where she is _______ to and the ______ of the person who is going to______ him up ___ the _______. • P: Sure. • S: ______ your _______. • P: Thank you.
2021/7/23
5
• S: Good morning,sir. _____ i have your ticket and passport, please?
• P: I'm ________ in for my daughter today. • S: How old is your daughter? • P: She is ten years od. • S: Ok. You will have to _____ in a form with detail,
2021/7/23
• 办理登机手续 • 柜台 • 在机场 • 机票 • 护照 • 填表格 • 详情，细节 • 联系电话 • 地址 • （开车）接人
2
• at the airport • counter • passport • ticket • contact number • pick up • fill in a form • detail • address • check-in
民航客舱服务英语-的课件-unit 2
Please listen to dialogue one check the equipment
How to offer helering help
Can I help you? What can I help you? Is there anything I can do for you? Do you need a hand?
Dialogue six reporting to the purser
When should the boarding music be switched on? It’s time to switch on the boarding music and welcome passengers board the aircraft.
What contents does the preflight checking consist of?
Dialogue four talking about checking the cabin
What contents does checking the cabin consist of? After you check, please come to the galley and help me check the galley.
Dialogue five checking galley
What should cabin attendants pay attention to during checking the galley? Report to 向谁汇报 I report to sales manager.
Listen to dialogue two check the entertainment system on board
民航乘务英语Unit2教案
湖南外国语职业学院教案首页Period 1-2ⅠLead-inReview1 Translate the words, phrases and sentences below:1) 航站楼2) 有效护照3) 分配位子4) 问讯处5) 乘机手续台6) 护照检查处7) 安检处8) 行李认领9) 健康证明、接种证明和海关申请表10) 被隔离11) 外币兑换处12) 地勤人员13) 称行李14) 超重行李15) 候机室16) 头等舱/商务舱/经济舱17) 行李箱18) 登机19) 当班地勤人员20) 国内航线21) 排队22) 插队25) 告诉某人做某事26) 监视屏幕27) 检查可疑物品28) 假设某位旅客携带有金属制品，金属监测仪就会叫。
29) 任何旅客都享有免税商品限额。
30) 约在起飞前一小时，旅客到达登机口。
2 Fill in the forms:1 Check ______Check-in desk ①_______2 Weigh luggage ②_______③_______3 ____________2 if they ____ the metal detector ____ to use hand- held metal_______ .1 _________Departure lounge 2 _________3 _________1 one hour before departure, ______ .Boarding 2 show _______ .3 _______ before boarding the aircraft.1 Luggage reclaim①______Arrival ②______2 Immigration and customs ③______④______⑤______3 ______________.ⅡGeneral Ideas about Unit 2:Aims：1 to get some ideas of the categories of airli ne personnel and each class’s responsibilities, etc.〔了解航空工作人员的分类及每类人员的工作职责；〕2 to learn the key words and expressions.Teaching’s important points and difficulties(教学重点与难点)：1 some key words and expressions:accelerate加速, arm使…处于可用状态, altitude海拔,pre-flight briefing起飞前会议, flight deck / cockpit驾驶舱,co-pilot / second officer副驾驶, chute滑道, ditching水上迫降, domestic国内的, elevator升降舵, eligible符合条件的,evacuation疏散, exit使离开, fasten系紧,fuselage机身, galley机上厨房, hydraulics液压的,inflate使膨胀, initiative首要的判断力, instruct发出指令,lavatory机上卫生间, prohibit禁止, purser乘务长,release释放, roar吼叫, rudder方向舵,steer控制…的方向, steward男乘务员, stewardess女乘务员,stow装载, taxi滑行, undercarriage起落架aerodrome controller机场管制, air traffic controller空管, air tug拖车, area controller地区管制, charter flight包机, control column操纵杆,cross check交叉检查, emergency equipment急救装置, first officer大副, flight engineer机上机械员, flight schedule飞行计划, flight service director主任乘务长, food and beverage supplies餐饮供给, fuel transfer换油,gear up收起落架, jump seat乘务员座椅, life vest救生衣,long haul长途〔旅行/ 运输〕short haul短途〔旅行/ 运输〕,main landing gear/ undercarriage主起落架, nose landing gear前起落架,on board在飞机上, parking stand停机坪, personality traits个性特征,pick up增加, public address system广播系统, pull up收起,put… full on把…全部加上, safety demonstration安全演示,seat- configuration座椅规格, seat- pitch座位间距, steering control方向控制, stretch out伸展, take off, touch down落地, wing flap翼襟2 Main roles of cabin attendants3 Long Sentences1) Airline Personnel is a generic term for people who work with aircraft in one capacity or another, whether they fly the aircraft, serve passengers or maintain an aircraft. 航空工作人员通常指的是以一种或另一种身份与航空工作有关系的工作人员，无论是飞机驾驶员，空乘服务人员，还是维修人员，都统称为航空工作人员。
航客舱服务实用英语 Unit
0
How do the cabin attendants greet crew members?
What contents does the preflight briefing consist of?
1
If you are a cabin attendant, could you say something about the weather condition in a destination city?
➢ special passenger特殊 乘客
➢ VIP重要人士 ➢ announcement广播词 ➢ cabin check客舱检查 ➢ procedure程序 ➢ Airbus340空客340 ➢ aircraft飞机 ➢ pilot飞行员 ➢ flight deck驾驶舱
Sentence Patterns
•The cabin crew discuss the flight information at the preflight briefing.
•The cabin crew discuss the weather condition at the preflight briefing.
•The purser assigns the task for the coming flight.
Dialogues
•The cabin crew greet each other at the pflight briefing.
•The cabin crew discuss the flight route at the preflight briefing.
•The cabin crew discuss the passenger information at the preflight briefing.
民航客舱服务英语教程课件
➢boarding card =boarding pass
登机牌
e.g.： Excuse me. May I see your boarding pass/card?
打扰一下，我可以看一下您的登机牌吗？
luggage 【英国英语】行李= baggage 【美国英语】行李 carry-on luggage 随身携带的行李 hand luggage 手提行李 luggage rack 行李架 luggage tag 行李牌 trunk （旅行）大衣箱
What do flight attendants need to do during the flight?
The main responsibility is the safety of passengers on that flight. Besides ensuring the safety of passengers flight attendants should provide a comfortable service.
Introduction to Cabin Services
Check cabin safety 1. Check the water extinguisher. 2. Check the service equipment. 3. Check all the emergency exit.
Procedures for the cabin service 1. Check all things in the cabin before boarding. 2. welcome to the passengers. 3. Take good care of the special passengers such as VIP,CIP, disabled person. 4. Drink and meal service 5. For the first and business class, we should offer name service. For economy class, we should turn
民航客舱服务英语综合教程PPT unit 2 Preflight Check
□2.Help the passengers put their baggage in the overhead lockers.
□3.Check the emergency equipment at their crew stations, in
lavatories, in overhead bins, in cupboards and under seats. □4.Change seats for passengers. □5.Check the uniform is smart.
□6.Write any discrepancies on the emergency equipment
checklist.
□7.Make sure food and duty-free items are on board. □8.Count passenger meals and crew meals. □9.Check waste bins, galley lockers, trolleys and toilets. □10.Report any suspicious items to the senior crew member.
Also check on the interphone and make sure it is functioning properly.
CA: All right.
民航客舱服务英语综合教程
Section 2 Conversations
Dialogue 2 Checking Demonstrator Life Jackets and Oxygen Masks Useful Expressions
民航客舱服务实用英语 Unit2教学文案
Dialogues
The purser asks a cabin attendant to check the enquipment on board.
The purser asks a cabin attendant to chec the entertainment system on board.
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.
Sentence Patterns
01 Can I help you?/ What can I do for you?
02 Is there anything I can do for you?
03 Would you like me to help? 04 Do you need a hand?
《民航实用英语》课件02Passenger Reception
Quiz Directions：Please fill in the blanks with the appropriate words. 1． Can I take a look at your ________ pass, Sir? 2． There are a lot of people, who stand in a ________ please. 3． I prefer a ________ seat when taking an airplane, because I can enjoy the beautiful views outside. 4． The red seats in a bus are for ________ and the senior.
Dialogues Dialogue A (CC=Cabin Crew, P=Passenger) CC： Good morning, Miss. Welcome aboard! P： Good morning. Where can I find my seat? CC： Could you show me your boarding pass, Miss? P： OK. Here you are. CC： It’s 14F. That will be a window seat. This way, please. P： Thank you.
Dialogue B CC： Good afternoon, Sir. May I see your boarding pass, please? P： Here you are. CC： Sorry, Sir. This is your passport. P： Oh, really? Is there any difference? CC： Yes. As a matter of fact, you can’t board the plane if you don’t have the boarding pass. P： Oh, my god. I must have left it in the waiting lounge.
《民航服务英语》最新版教学课件Unit2 At the information Desk
Annoucements
Ladies and gentlemen,
feature 英 ['fiːtʃə] 美 ['fitʃɚ] n. 特色，特征；容貌；特写或专
To enrich your experience onboard, we will s oon turn on the personal entertainment syst em. We have prepared movies, selected TV f eatures, music, games, route map and Air Ch ina Product Introduction. For more details, pl ease refer to the <Inflight Entertainment Gui de> in your seat pocket. Thank you.
题节目
refer to 参考
Activity 3 Task A Pair work
A:Excuse me, madam. Can I help you?
B: Yes, where is the nearest washroom？
A: Not too far away, go east for 50 meters and turn left, there it is.
lounge
n. [laʊn(d)ʒ]
well-groomed adj. ['wel'ɡru:md]
single
adj. ['sɪŋg(ə)l]
commercial adj. [kə'mɜːʃ(ə)l]
industrial adj. [ɪn'dʌstrɪəl]
民航空乘英语Unit2
请将您的手提行李放在头顶上方的行李架上。
heavy items, fruits and easy-broken items should be stowed under the seat as quickly as possible and keep the aisle clear for oபைடு நூலகம்hers to be seated.
唐芳梅
1. Welcome aboard / on board. 2. We are happy to be of service to you. 3. May I have a look at your boarding card? 4. It’s an aisle seat on the left. This way, please. If there is anything I can do for you, please don’t hesitate to tell me.
Welcome aboard Shenzhen Airlines.
欢迎乘坐深圳航空班机。
Please take your seat according to your seat number.
当您登机后，请对号入座。
Place your hand baggage in the overhead compartments;
重物,水果和容易碎物品应尽快放在座椅下方，请 保持客舱通道畅通以便其他旅客就坐。
Please do not touch any emergency equipment marked with red signs.
请勿触摸红色标识应急装置。
Passengers next to the emergency exit, please keep away from the emergency door handles.
民航客舱服务实用英语-Unit2 Preflight Check
民航客舱服务实用英语
Unit 2 Preflight Check
01 Warm-up 02 Key words and expressions 03 Sentence Patterns
04 Dialogues and Exercises
05 Announcements
contents
06 Self-check&Homework
tray table 小桌板
• seat pocket
• checklist • call button • life jacket • seat belt • tray table
• 紧急设备 • 娱乐系统 • 示范包
Key words
lavatory amenities 厕所便利设施
smoke detector 烟雾探测器
in-flight document 机上文件
overhead compartment 头等上方的行李架
flush button 冲水按钮
• 航前检查 • 氧气面罩 • 冲水按钮 • 扩音器
• supplementary reading light • safty instruction card • in-flight document • overhead compartment
• 16.Please _____your baggage properly under seat or in the overhead storage bin.
• 17.Smoking is _____in the cabin.
interference altitude
Supplementary Reading
•B
民航客舱服务实用英语Unit
Dialogues
The cabin crew greet each other at the pflight briefing.
The cabin crew discuss the flight route at the preflight briefing.
The cabin crew discuss the passenger information at the preflight briefing.
I'd lIke to introduce our new member. Let's begin our briefing. I'm the purser of today's flight.
Let's look at today's flight route. We are bound for Sydney. The temperature rises to 25℃ and drops to 12℃ with breeze. We have 8 passengers checked in first class and 84 in economy class. Cabin service in today's flight is drinks service with lunch service. I'll take business class with Fu; the others will be in economy class.
➢ special passenger特殊乘客 ➢ VIP重要人士 ➢ announcement广播词 ➢ cabin check客舱检查 ➢ procedure程序 ➢ Airbus340空客340 ➢ aircraft飞机 ➢ pilot飞行员 ➢ flight deck驾驶舱
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call button 呼唤铃
boarding music 登机音乐
audio 音频
hand baggage 手提行李
demonstrator kit 示范包
assigned seat 指定座位
life jacket 救生衣
fire extinguisher 灭火器
seat belt 安全带_________________________m__e_g__a__p_h__o_n__e__扩___音____器___ tray table 小桌板
3 、 What should cabin attendants pay attntion to
Dialogues
05
Two cabin attendants are talking about their
preflight check.
06
A cabin attendants reports to the purser after preflight check.
__________________________________________________
01
02
03
04
__________________________________________________
Twocabin attendants are talking about their preflight check.
The purser and a cabin attentant are talking about the preflight check.
_______________________________________________
30%
40%
50%
preflight check 航前检查 crew station 乘务员服务区
supplementary reading light 辅助阅读灯 viedo 视频 loudspeaker 扩音器 oxygen mask 氧气面罩 safty instruction card 安全须 知卡 in-flight document 机上文件 overhead compartment 头等 上方的行李架 flush button 冲水按钮
__________________________________________________
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.
galley 厨房 flight plan 飞行计划 switch 开关 seat number 座位号码 emergency exit 紧急出口 captain 机长 first-aid kit 急救箱 liferaft 救生筏 cockpit 驾驶舱 cruising altitude 巡航高度
2016
民航客舱服务实用英语
Unit 2 Preflight Check By Rui Zhou
__________________________________________________
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?
Sentence Patterns
01 Can I help you?/ What can I do for you?
02 Is there anything I can do for you?
03 Would you like me to help? 04 Do you need a hand?
seat pocket 椅袋
lavatory amenities 厕所便利
emergency equipment 紧急设 设施
备
smoke detector 烟雾探测器
checklist 检查单
window shade 遮光帘
entertainment system 娱乐系 oven 烤箱
统
water heater 煮水器
__________________________________________________
Dialogues
The purser asks a cabin attendant to check the enquipment on board.
The purser asks a cabin attendant to chec the entertainment system on board.
Exercises
65%
1、What kind of equipment do the cabin attendants
check before the passengers board the aircraft?
2、What does the demonstrator kit consist of ?