民航乘务英语口语教程

民航服务英语口语CONVERSATIONALENGLISHFORAIRLINE PASSENGERSERVICECall-center2008.8务ContentsUnit One Flight Information(航班务务) (3)Lesson One Flight Information(航班务务) (3)Lesson Two Travel Inquiry(航空旅游务务) (5)Lesson Three Documents(旅行文件) (6)Lesson Four Direct and Connecting Flights(直航班务程航班达与) (8)Unit Two Airline Reservations(务票) (9)Lesson One Reservations(务票) (9)Lesson Two Onward Reservations(务务程票) (10)Lesson Three Reservation Change(务票改务) (12)Lesson Four Delay and Cancellation(延务取消与) (13)Lesson Five Standby(候务) (14)Unit Three Ticketing and Fares(出票票价与) (16)Lesson One Ticketing(出票) (16)Lesson Two Fares and Means of Payments(票价支付方式与) (17)Lesson Three Lost Ticket and Refund(机票务失退票与) (18)Unit Four Reconfirmation(再务务) (19)Unit Five Check In(务理登机手务) (20)Lesson One Normal Check-in(务理登机手务) (20)Lesson Two Ticket and Passport(机票务照与) (22)Lesson Three Seat Preference and Baggage(座位务务行李与) (23)Lesson Four At the Check-in Counter(在行李交台运柜) (24)Unit Six At the Information Counter(在务务务) (25)Lesson One Passenger List(旅客务务) (25)Lesson Two At the Information Counter(在务务务) (26)Unit Seven Arrivals(到达) (28)Lesson One Transit Passengers(务境旅客) (28)Lesson Two Baggage Handling(行李务理) (29)Unit Eight Hotel and Ground Transportation(旅务地面交通与) (30)Lesson One Hotel(旅务) (30)Lesson Two Ground Transportation(地面交通) (31)Unit Nine A Charter Flight(包机) (33)Unit One Flight InformationLesson OneFlight InformationNotes1.How are you doing? 你好务,务是一句务候务。

民航英语口语教案一、教学背景和目标1. 教学背景随着全球民航业的发展和民航人员国际交流的增加，掌握一定的民航英语口语能力对于从事民航工作的人员来说至关重要。

本教案旨在帮助学习者提高民航英语口语表达能力，达到应对常见情景的交流和沟通要求。

2. 教学目标本教案的教学目标如下：•学习与处理乘客需求、航班安排和机上服务相关的英语口语表达•学习与应对常见突发事件相关的英语口语表达•提高学习者的听说能力，使其能够在实际工作场景中流利、准确地进行英语口语交流二、教学内容和方法1. 教学内容1.1 乘客需求和航班安排•预订机票和座位的口语表达•抵达和登机手续的口语表达•询问和提供航班信息的口语表达•确认和更改乘客信息的口语表达1.2 机上服务•介绍和提供飞行中的餐食和饮料的口语表达•座位调整和特殊服务的口语表达•解答乘客疑问和提供帮助的口语表达1.3 突发事件应对•应对航班延误和取消的口语表达•处理乘客投诉和问题的口语表达•协助处理紧急情况的口语表达2. 教学方法•结合实际场景设计情景对话，让学习者通过模拟对话练习口语表达•收集相关的真实对话素材，让学习者听写和模仿，并进行角色扮演练习•利用录音和录像设备，进行听力训练和自我评估三、教学过程1. 课前准备•收集相关的民航英语口语对话素材，准备课堂教学材料•设计情景对话练习题，以确保学习者能够在模拟场景中熟练运用口语表达2. 教学步骤2.1 情景对话练习步骤：1.分组进行角色扮演，模拟真实的航空场景对话2.每个小组根据所给情景，设计对话，并练习多次3.教师带领学生进行对话练习，纠正发音和语法错误4.学生彼此之间进行对话交流，提高流利度和准确性2.2 听写和模仿练习步骤：1.教师播放录音，学生听写所听到的对话内容2.学生模仿录音中的对话，重复练习，直到能够流利地模仿并理解对话内容2.3 口语评估和反馈步骤：1.学生自我评估自己的口语表达能力，并记录在评估表上2.教师依据评估表，对学生的口语表达进行评估和反馈3.学生根据教师的反馈，进行口语表达能力的改进和提高四、教学评估本教案将通过以下方式对学生的学习成果进行评估：•课堂角色扮演和情景对话的表现评估•听写和模仿练习的准确性评估•口语表达能力的自我评估和教师评估五、教学反思和改进通过对教学过程和评估结果的分析，教师将及时反思教学的得失，针对学生的不足之处进行调整和改进，以提高教学效果和学生的口语表达能力。

《英语口语》授课授课设计章节课题授课种类授课目的重点难点Unit 1 Booking Tickets 课次序号 1 理论授课时间2018 年 3 月 6 日学时数 2Teaching objectives:1.To learn how to enquire about flight Information.2.To get the idea of telephone reservation.3.To learn the change of reservations4.To master ticketing and change of tickets5.To learn how to deal with refunding the tickets bookedand paying for the cancellation.Teaching key points ：1.Some key words and expressions.2.To know the pricing structure for air tickets.Teaching difficult points ：1.Some key words and expressions.2.To know the pricing structure for air tickets.教具multimedia复习与导 1. Introduction of the learning plan.入1. Introduction of the learning plan. (10 mins)[Activity ：T explains.]教学授课过内容程与方法II. New words and phrases learning (15 mins)Step1. Listen to the recording of the words andphrases twice. (2 mins)Step2. T explains the phonetic symbols and the meaning of the words and phrases.(3 mins)Step3. Ss try to remember the meaning and the pronunciation of the words and phrases. (5 mins)Words and Phrases: available, alternative, reconfirm, stopover, round trip ticket, one way ticket, non-stop flight..Step4. T lets Ss read the words and phrases and correct the wrong pronunciation.(5 mins)Ⅲ. Exercise 2 & Exercise 3(40 mins)Step1. T explains the phonetic symbols and the meaning of the terms.(15 mins)Step2. Read after T twice. (5 mins)课堂总结部署作业备注Step3. Ss try to remember the meaning and thepronunciation of the words and phrases. (10 mins)Terms: 航班号，售票代理，往返机票，经济舱，集体票，承运人， direct flight, waiting list, original fare, ticket counter, overbooked flight, cancellation fee etc.Step4. T lets Ss read the words and phrases and correctthe wrong pronunciation.(10 mins)IV. Dialogues (20 mins)Step1.Listen to the recording of the dialogues twice, thenT asks Ss the main idea of the dialogues. (8 mins)Step2. T explains the difficult points of each dialogue; T lets Ss do exercise 1; T and Ss summarize the general meaning ofthe structures in each dialogue together. (5 mins)Step3. Ss role-play each dialogue and T corrects thewrong pronunciation. (7 mins)V. Summary(2 mins)1.We have learnt the new words and terms in unit ；12.We have learnt how to book tickets.Ⅵ. Assignments (3 mins)1.Review the new words and terms;2.Preview the dialogues we haven’tlearnt;3.Do exercise 4 and exercise 7.Blackboard designUnit 1 Booking TicketsⅠ. Introduce the learning planⅡ. New words and phrases learningⅢ . Exercise 2 & Exercise 3IV. DialoguesV.SummaryⅥ . Assignments1.We have learnt the new words and terms in unit ；12.We have learnt how to book tickets.1. Review the new words and terms;2. Preview the dialogues we haven’ t learnt;3. Do exercise 4 and exercise 7.。

1.民航乘务英语会话-基本句型Part One : Self-introductionGood morning, class! I am very happy to see all of you at the beginning of this term. From now on, I will be your oral English teacher. That is my great honor! Actually, I should say I don’t think my duty is to offer you large amount of information. I am just a guide to help you improve your listening and speaking.Of course, first of all, I will give you a short introduction of myself. My name is written like this-余姜玮.Just like a boy’s name, right? You can also call me sammi. You can see, I am still young lady, righ? And we are all young people, I can communicate with you easily for there are not many generation gaps between us. Right? Although I am young, I am not a green hand for teaching. I have several year teaching experience in different courses. My bachelor degree is about English education and my master’s degree is about Second language acquisition. To be your English teacher is my great honor. I hope we can get along well with each other, and make progress together.Ok. who is monitor? And who is in charge of this course?Well, during the 10-minute break, I will ask you for the name list and the ways of contact.By the way, I ‘d like to divide the whole class into several groups according to your rooms, that means your roommates will be your group mates. Because there will be some group works during the activities. It needs you to study together and to learn how to cooperate with your group mates.……Now. You have your roommates. There is the first task of this term. I will give you 15 minutes for you to discuss about what you want in this class. And after 15 minutes, every group will choose one of your members to present your group ideas. Before presenting, you’d better first introduce yourself briefly. When presenting, you’d better list requirements on the blackboard to let all of us see more clearly.What do you think of this book?What is your expectation of this course?Do you have any suggestions for this course or for me?In this way, I hope I can let you know you do be the hosts of the class, but not me, the teacher. Once again, I should mention that, as a teacher, I am just the guide to help you. You, everybody is the center.……Ok. Thank you so much for giving me so many requirements. I will arrange them and make my efforts to satisfy you.Do you have any New Term Resolutions?(When you want to do sth or at the beginning of a term or a year, you should have a plan in your mind. That will remind you what you should do during the whole term or during the whole year.)1.sleep and get up regularly everyday2.learn to cook3. read more good books4.find a dream job5.get the scholarship6.travel sp./ have a trip once a year民航乘务英语会话Lecture 1 IntroductionI 接待客⼈的四种基本英语会话句型May I ~ ? (我可以~ 吗？)Could you ~ ? (我可以~ 吗？)Would you ~ ? (您愿意 ~ 吗？)Shall I ~ ? (我可以 ~ 吗？)1.⾃⼰想做某事时，⽤ May I ~ ?May I have your name, please? 请问贵姓？May I have your check-out time, please? 请问您什么时候要结账退房May I see your passport, please? 请让我看看您的护照，好吗？May I know your nationality, please? 请问您的国籍？2.有求于客⼈时，⽤Could you ~ ?Could you fill out the form, please?请填写这张表格好吗？Could you write that down, please? 请写下来好吗？Could you draft the telegram, please? 请拟好电报的草稿好吗？Could you hold the line, please? 请不要挂断电话好吗？3.询问客⼈的喜好或意愿时，⽤Would you ~ ?Would you like + N. ?Would you like + to do sth. ?Would you mind + doing sth. ?Eg: Would you like tea or coffee? 你要茶还是咖啡？Would you like to take a taxi? 您要不要搭计程车？Would you mind filling out this form?您介意填这张表吗？疑问词 + would you like to do sth. ?疑问词 + would you do sth. ?（⽤于询问客⼈的希望）Eg: When would you like to have dinner?您想何时⽤餐？Where would you like to have dinner?您想在哪⾥⽤餐？Who would you like to contact? 您想和谁联络？Why would you like to visit Wuhan? 您为什么想游览武汉？Which kind of room would you prefer? 您喜欢哪⼀种房间？How would you like to settle your bill? 您想⽤什么⽅式付账？How long would you like to stay? 您要停留多久？4.提供建议或者服务给客⼈的时候，⽤Shall I ~ ? / Would you like me to do ~ ？Shall I make the resercation for you?要我替您订房间吗？Shall I open/ draw the curtains?要我把窗帘打开/拉上吗？Shall I draw you a map?要我画张地图给您吗？II 打招呼Good morning, ~ . （早上好）Good afternoon, ~ . （下午好，12时以后）Good evening, ~ . （下午6时以后）Eg: Good afternoon, sir. Welcome to Yangtze Hotel.Good evening, madam. May I help you?Good morning, sir. Are you checking out?先⽣，早安，您要结账吗？在电话的对答中，可以在后⾯直接加上公司名或部门名称，如：Good morning, sir. This is Air China Booking Office. May I help you?III 回答1.肯定的回答在与客⼈对话的过程中，有时候必须随声附和表⽰认同：I see, sir.有时候必须确认客⼈所说的话：Certainly, sir.2.要拒绝客⼈所求时，在没有办法符合客⼈的要求，⽽想加以拒绝的时候，不可以直接说No, ⽽应该⽤以下的说法，并在其后加上理由说明。