民用航空实务英语_张力刘茗翀杨桂芹苗俊霞_9787302429258

民用航空实务英语

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丛书名：高等院校民航服务专业系列教材

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本书共三个部分：第一部分为航班时刻表的英语表达法，以及城市、机场、航空公司、机型的英语表达法；第二部分，主要训练机舱服务人员面对常规及特殊情况时运用英语的能力；第三部分为英语广播词，主要分为国内广播词、国际广播词、特殊情况广播词、紧急情况广播词和机场广播词等。本书专有名词均配有汉语注释，各单元均配有词汇表和练习，可供学生查阅和练习使用。本书为民航服务专业本科英语教材，可供空中乘务等相关专业使用，同时也可作为对航空英语感兴趣的读者的参考用书。

Ⅰ. Look and Say

Tell the names of the items according to the givenpictures, both in English and in Chinese.


1	2	3


4	5	6

Ⅱ. Word Matching

Match the words in Column A with their interpretations inColumn 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 one’s 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 beenremoved. Choose the most suitable one from the list to fit into each of thenumbered blank, and then work in pairs and act as the passenger and the crewaccording to the dialogue.

Dialogue 1

A. Thank you.

B. Andour menu offers a selection of Asian and Western cuisine.

C. May I offer you the menu and wine listnow?

Crew: Excuse me, sir, I’m sorry to disturb you. (1)

Passenger: Yes，sure.

Crew: Thank you. Here isour 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 yourorder later. (3)

Dialogue2

A. Which one wouldyou prefer?

B. Would you care to sample thewine, sir?

C. Sir, may I offer you something to drink? We havewine, cocktails, fresh juices, and soft drinks.

D. Please enjoy your drink, sir.

Crew: Excuse me, (1)

Passenger: Yes, I’ll have a glass of white wine please.

Crew: Certainly. For whitewine, one selection is from Languedoc, the other one is from Bordeaux, (2)

Passenger: The Bordeaux, thanks.

Crew: That would beChateau Jacquet 2008. (While pouring a little wine in the passenger’s glass) (3)

Passenger: Thank you. (After a sip)It’s very nice.

Crew: I’m glad you like it. It’s a popular choice. (4)

Dialogue 3

A. May I prepare your table for dinner?

B. Would you care foranother glass?

C. Sir, how was your cocktail?

Crew: Excuse me, (1)

Passenger: It’s very nice

Crew: Thank you. (2)

Passenger: No, thank you.

Crew: Certainly, (3)

Passenger: Yes, please. I am hungry.

Ⅳ. Translation and Practice

1. Translate the following sentences into English.

(1) 根据您选择的主菜，特别向您推荐最新的几款优质法国葡萄酒。这是今年特别聘请法国最知名的3位品酒师为头等舱旅客精选的法国AOC级的葡萄酒。

____________________________________________________________________

(2) 先生，我们今天配备了两款进口的白葡萄酒，都产自法国。一款是产自朗格多克区的自然之春干白，一款是产自波尔多区的雅戈酒庄2008干白，您看您选用哪种呢？

____________________________________________________________________

(3) 先生，今天我们为您准备了两种霞多丽葡萄酒，它们都产自法国的勃良第地区。这瓶是产自勃良第南部马丁酒庄的勃良第一级佳酿2008干白，这瓶是产自勃良第北部地区的小夏布利干白。

____________________________________________________________________

(4) 先生，您选的这款小夏布利干白曾在2009年伦敦德康特世界葡萄酒大赛中获得过铜奖。伦敦德康特世界葡萄酒大赛是全世界最重要的葡萄酒大赛之一，尤其偏重白葡萄酒，因此这是一款不可多得的好酒。

____________________________________________________________________

2. Now, check your answers, and then practice with yourpartner to make up short dialogues according to the translated sentences.

(1) May I recommend the wine to go withyour main course? We have a variety of AOC level French wine that are selectedfor our distinguished first class passengers by three wine tasters.

(2) Mr. we have two kinds of French whitewine. One is Spirit of Nature produced in the Domaine de Petit Roubie inLanguedoc, and the other is Bordeaux Blanc, Chateau Jacquet 2008. Which onewould you prefer?

(3) Mr. we have two kinds of wine made ofChardonnay, which are both produced in Burgundy. One is Bourgogne PremiereCuvee, Domaine Martin 2008 from the south of Burgundy, and the other is PetitChablis White Wine from the north of Burgundy.

(4) Mr. Petit Chablis won Bronze atDecanter World Wine Awards in London in 2009, which is one of the mostimportant international wine awards, especially for white wine. Therefore, it’sa superb wine and really worth tasting.

Ⅴ. Individual Work

Figure out the meaning of words that you don’t know inthe following CIQ forms and try to complete them.

Ⅵ. Further Study

霞多丽葡萄酒

霞多丽(Chardonnay)葡萄，是白葡萄中的皇后。它的魅力在于其多变的风格和广泛的适应性，在任何气候条件下，它的质量始终如一。从寒凉的法国北部的Chablis到炎热的阿根廷的Mendoza和南澳大利亚的Barossa Valley，霞多丽呈现出从带有柑橘类水果到充满热带水果和异国情调的不同风姿。它也是香槟酒和起泡酒调和成分中最重要的一分子。霞多丽具有特制的香气。在寒凉的产地它的酸度较高，因而呈现出柠檬、橙子等柑橘类水果的香气。随着气候的变暖，它会有桃、梨、杏等的香气，以至于在炎热的气候出现菠萝、芒果等热带水果的香气。

霞多丽是世界上风格最多样，种植范围最广泛的酿酒葡萄。从80年代末期在国际上开始流行，不仅仅是因其非常容易种植，长势旺盛，酿成的酒相对温和、圆润的特点，酸度不是很高，容易被消费者接受。

它可以用来酿制风格多样的葡萄酒，从酒体丰满浓郁的索诺玛葡萄酒，到酒体轻盈剔透的白中白香槟，都是它的杰作。

Unit 3 Dealingwith Special Situation

(特殊情况处理)

3.1 Case Analysis : The Crew Seems to Be IgnoringMe!

(个案分析：乘务员忽略我！)

How would you like to deal with the followingsituation?

Passenger: I’m really disappointed with yourservice. I have asked for a drink 3 times and I’m still waiting. The crew seemsto be ignoring me!

Communication isa 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 abetter communicator. Once you understand the basic steps in the process, youcan make a conscious effort to communicate more effectively. While there arediffering opinions as how many steps there are in the communication process, abasic five-step communication process is the most useful and easiest tounderstand.

There are five stepsof communication:

(1) Adjust YourMindset;

(2) ListenActively;

(3) Repeat TheirConcerns, Show Empathy and Acknowledge anger and Apologize;

(4) Present aSolution/Option and Appreciate Feedback;

(5) Take Actionand Follow-up Assurance.

Possiblesolutions to the complaint：

Step 1: Adjust Your Mindset

Once you’reaware that your passenger is unhappy then your first priority is to putyourself into a customer service mindset.

This means thatyou set aside any feelings you might have that the situation isn’t your fault,or that your passenger has made a mistake, or that he or she is giving youunfair criticism.

All that mattersis that you realize that your passenger is upset, and that it’s up to you tosolve the problem. Adjust your mindset so that you’re giving 100 percent ofyour focus to your passenger, and to the current situation.

Step 2: Listen Actively

The most important step in the whole ofthis 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 neutralstatement, such as, “Let’s go over what happened,” or “Please tell me whyyou’re upset.” This subtly creates a partnership between you and your passenger,and lets him know that you’re ready to listen.

Resist the temptation to try to solve the situation right away, or tojump to conclusions about what happened. Instead, let your passenger tell youhis or her story. As he’s talking, don’t plan out what you’re going to say whenhe’s done ——this isn’t active listening!

Also, don’tallow anything to interrupt this conversation. Give your passenger all of yourattention.

Step 3: Repeat TheirConcerns, Show Empathy and Acknowledge anger and Apologize

Once he’s hadtime to explain why he’s upset, repeat his concerns so you’re sure that you’readdressing the right issue. If you need to, ask questions to make sure that you’veidentified the problem correctly.

Use calm,objective wording. For example, “As I understand it, you are, quite rightly, upsetbecause we didn’t deliver the food that we should have delivered to you on time.”

Repeating theproblem shows the passenger you were listening, which can help lower his angerand stress levels. More than this, it helps you agree on the problem that needsto be solved.

What’s more, youcan 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 it’s not acceptable to be kept waiting for such a longtime.

—I understand why you’re upset. I would be too. I’m very sorry thatwe didn’t get the in-fight food to you on time, especially since it’s causedthese problems."

—Mr. Leeds, I’m terribly sorry to hear that you are disappointed withour service today.

—I apologize that we’ve kept you waiting, Mr. Leeds.

—Mr. Leeds, I am very sorry that our in-flight service today has notmet your expectations.

Step 4: Present a Solution/Option and Appreciate Feedback

Now you need topresent the passenger with a solution.

—I will be back with your drink as soon as I can. Would you like somewarm nuts to accompany your drink?

—May I knowwhat drink you have requested and I’ll be back with it immediately. May I alsooffer you some cheese and fruit to go with your drink?

Thank passenger fortheir feedback:

—Thank you for bringing this to my attention. We do appreciate yourfeedback.

—Thank you for letting me know. We always like to hear comments fromour passengers.

Then you couldsay, “If my solution doesn’t work for you, I’d love to hear what will make youhappy. If it’s in my power I’ll get it done, and if it’s not possible, we canwork on another solution together.”

Step 5: Take Action and Follow-up Assurance

Once you’ve bothagreed on a solution, you need to take action immediately. Explain every stepthat you’re going to take to fix the problem to your passenger.

Once thesituation has been resolved, follow up with your passenger over the next fewhours to make sure that he or she is happy with the resolution. Whenever youcan, go above and beyond his or her expectations. For instance, you can sendher 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 ispleasurable.

—I will share your comments with the crew and if there is anythingelse we can do for you, please do not hesitate to press the call button.

—On behalf of the team, I canassure you that we’ll 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 theflight.

Further Tips

It’s importantto handle difficult customers professionally. Learning how to stay calm and howto stay cool under pressure can help you get through challenging situationswith grace and professionalism.

If your passengeris 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 don’t escalate thesituation by visibly getting stressed or upset yourself.

3.2 Case Analysis: I can’t Sit by My Colleague!
(个案分析：我不能和同事坐在一起！)

How would youlike to deal with the following condition?

Passenger: I have been flying Air China foryears and now I find I can’t sit by my colleague. We were expecting to get alot 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. Weappreciate that you’ve chosen to fly with us.

—It’s a pleasure to see you again, Mr. Freeman and I’m sorry for thisinconvenience.

2. Empathy

—I can see why you would find it frustrating if you were expecting tobe sitting next to your colleague.

—I understand that the discussion is very important to you.

3. Solutions

I will lookaround the cabin to see if there are two vacant seats together.

—Thank you very much for yourfeedback, Mr. Freeman, we do appreciate your comments

4. Assurance ofservice

—If there is anything we can do for you, please don’t hesitate to letus 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 youlike to deal with the following condition?

Passenger: The serviceon this flight is terrible. The dinner service was very rushed and none of thecrew smiled once. I may as well be in Economy Class!

Possible solutionto the Complaint：

1. Acknowledgement

Mr. Paul, pleaseaccept 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. Options/Alternatives

—May I ask ifthere is anything else you would care to try?

—Would youcare for another…

4. Thankpassenger for their feedback

—I appreciate your comments regarding the service today.

—Thank you very much for taking the time to share your concerns forthe service today, we do appreciate your feedback.

5. Assuranceof service

—Mr. Paul, if there is anything else we can do for you, please do nothesitate to let us know.

6. Follow upservice

—Excuse me, we will be starting our breakfast service shortly. May Ireserve 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 [tem(p)'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 followingcondition?

Workin groups, and discuss the following issues given to find the solutions. Thereafter each group shares their result with the class, and othergroups can supplement with new ideas. Play the roles of the flight attendantand the passenger respectively.

1. You are supposed to be a flight attendant, and a passenger was complaining loudly, “The food on this flight isdisgusting！I should havetaken 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 hasn’tbeen served any drinks. The fact is that he was sleeping while you served. Howwould you like to explain to him? How would you like to deal with the followingcondition?

3. You are supposed to be a flight attendant. A lady asks for hotdrinks but there are no hot drinks on board because the water system is out oforder. How would you like to explain to her? How would you like to deal withthe following condition?

Contents

2.1 Greeting and Assisting to the Seat(登机引导)

2.2 Jackets or Coats(挂衣服)

2.3 Hot Towel(热毛巾)

2.4 Drinks(迎宾饮料)

2.5 Offering Pajamas,Slippers and Amenity Kits

(提供休闲服、拖鞋、盥洗包)

2.6 Newspaper (送报纸)

2.7 Menu Introduction(介绍餐谱)

2.8 Drinks Offer(侍酒饮)

2.9 Clearing Glasses(收杯子)

2.10 If a Passenger Doesn’t Like the Wine

(如果旅客不喜欢这款酒)

2.11 Table Preparation(摆餐桌)

2.12 Meals(供餐)

2.13 Closure (开餐结束语)

2.14 Tray Collection(收餐盘)

2.15 Collection (整理餐桌)

2.16 In-flight Refreshments (点心服务)

2.17 Headsets(娱乐系统/耳机)

2.18 Turnover(铺床)

2.19 Communication after the Rest(醒后沟通)

2.20 Offering CIQ Forms(提供CIQ表格)

Words and Expressions

Ⅰ. Look and Say

Ⅱ. Word Matching

Column B

Dialogue 1

Dialogue2

Dialogue 3

Ⅳ. Translation and Practice

1. Translate the following sentences into English.

2. Now, check your answers, and then practice with yourpartner to make up short dialogues according to the translated sentences.

Ⅴ. Individual Work

Ⅵ. Further Study

3.1 Case Analysis : The Crew Seems to Be IgnoringMe!

(个案分析：乘务员忽略我！)

Step 1: Adjust Your Mindset

Step 2: Listen Actively

Step 3: Repeat TheirConcerns, Show Empathy and Acknowledge anger and Apologize

Step 4: Present a Solution/Option and Appreciate Feedback

Step 5: Take Action and Follow-up Assurance

Further Tips

3.2 Case Analysis: I can’t Sit by My Colleague!(个案分析：我不能和同事坐在一起！)

Possible solution to the complaint：

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！)

1. Acknowledgement

2. Empathy

3. Options/Alternatives

4. Thankpassenger for their feedback

5. Assuranceof service

6. Follow upservice

3.2 Case Analysis: I can’t Sit by My Colleague!
(个案分析：我不能和同事坐在一起！)