Part Ⅰ At an Airport
Unit 1 Introductions to a Flight Schedule(航班行程时刻表介绍)
1.1 24-hour System & 12-hour Clock Time
1.2 An Airport / City Code(机场代码与城市代码)
1.3 Airline Designator Codes (航空公司代码)
1.4 Aircraft Types (机型)
1.5 Business Class(公务舱)
Words and Expressions
Practice
Part Ⅱ Conversations Onboard
Unit 2 Service Onboard(机上服务)
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 (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
Practice
Unit 3 Dealing with Special Situation (特殊情况处理)
3.1 Case Analysis : The Crew Seems to Be Ignoring Me! (个案分析：乘务员忽略我！)
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！)
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！)
Words and Expressions
Practice
Unit 4 Communication with Passengers (与乘客沟通)
4.1 Boarding(登机)
4.1.1 Greetings(欢迎)
4.1.2 Seating(座位)
4.1.3 Belongings(随身物品)
Words and Expressions
4.2 Before Take-off(起飞前)
4.2.1 Safety Check(安全检查)
4.2.2 Cabin getting Ready(客舱准备)
Word and Expressions
4.3 In-flight Service(空中服务)
4.3.1 General(常规的)
4.3.2 Safety(安全)
4.3.3 Beverages(饮料)
4.3.4 Meal(供餐)
4.3.5 Duty Free Sales(免税品销售)
4.3.6 Phoenix Miles and Change for Hope(知音卡和零钱捐赠)
4.3.7 Air Bar(空中酒廊)
4.3.8 CIQ(海关移民局检疫)
4.3.9 Relaxation(娱乐休息)
Words and Expressions
4.4 Landing(落地)
4.4.1 Disembarkation(下客)
4.4.2 Airport and Destination(机场和目的地)
4.4.3 China Beijing(中国北京)
4.4.4 Airport Service(机场服务)
Words and Expressions
4.5 Special Situations(特殊情况)
4.5.1 Explanation and Service(安抚)
4.5.2 Disembarkation(下客)
4.5.3 Complaint(投诉)
4.5.4 Lost & Found(失物招领)
4.6 Special Passengers(特殊旅客)
4.6.1 UM(无人陪伴儿童)
4.6.2 CIP(常旅客)
4.6.3 Disabled Passengers(残疾旅客)
4.6.4 Infants(婴儿)
4.6.5 Sickness(不适或疾病)
4.7 Emergency(紧急情况)
Words and Expressions
Practice
Part Ⅲ Announcements
参考文献
