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民用航空實務英語

民用航空實務英語

定     價：¥48

中 教 價：¥32.64  (6.80折）

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叢 書 名：高等院校民航服務專業系列教材

  • 作者：張力 劉茗翀 楊桂芹 苗俊霞
  • 出版時間：2016/2/1
  • ISBN：9787302429258
  • 出 版 社：清華大學出版社
  • 中圖法分類：F56 
  • 頁碼：232
  • 紙張：膠版紙
  • 版次：1
  • 開本：16開
  • 商品庫位：
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本書共三個部分：第一部分為航班時刻表的英語表達法，以及城市、機場、航空公司、機型的英語表達法；第二部分，主要訓練機艙服務人員面對常規及特殊情況時運用英語的能力；第三部分為英語廣播詞，主要分為國內廣播詞、國際廣播詞、特殊情況廣播詞、緊急情況廣播詞和機場廣播詞等。本書專有名詞均配有漢語注釋，各單元均配有詞匯表和練習，可供學生查閱和練習使用。本書為民航服務專業本科英語教材，可供空中乘務等相關專業使用，同時也可作為對航空英語感興趣的讀者的參考用書。

Ⅰ. Look and Say

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


 

 

 

 

 


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

 

 

 

 

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2

3

 

 

 

 

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5

6

 


 

7

 

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9


 

 

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 (給……幫助或支持，尤指作為隸屬或補充)

(2) present and ready for use; at hand; accessible(可用的；現實可用的；手邊的；可獲得的)

(3) the quality of being suitable to one’s comfort, purposes, or needs(適合某人的舒適、目的或需要的性質)

(4) the quality of being pleasant or attractive; agreeab-leness(使人愉快或吸引人的性質；使人愉快)

(5) expressing, using, or resembling a compliment(表達、運用或類似贊美方式的)

(6) the act of choosing(選擇的行為)

(7) related to or resulting from alcohol(與酒精有關的或由酒精制成的)

(8) any one of various liquids for drinking, usually excluding water(任一種飲用的液體，通常不包括水在內)

(9) to praise or commend (one) to another as being worthy or desirable; endorse(向另外一個人稱贊或推薦(某人或物)，認為其有價值或合人心意)

(10) attended by favorable circumstances; propitious (伴隨著有利情況的；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) 根據您選擇的主菜，特別向您推薦最新的幾款優質法國葡萄酒。這是今年特別聘請法國最知名的3位品酒師為頭等艙旅客精選的法國AOC級的葡萄酒。

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(2) 先生，我們今天配備了兩款進口的白葡萄酒，都產自法國。一款是產自朗格多克區的自然之春干白，一款是產自波爾多區的雅戈酒莊2008干白，您看您選用哪種呢？

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(3) 先生，今天我們為您準備了兩種霞多麗葡萄酒，它們都產自法國的勃良第地區。這瓶是產自勃良第南部馬丁酒莊的勃良第一級佳釀2008干白，這瓶是產自勃良第北部地區的小夏布利干白。

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(4) 先生，您選的這款小夏布利干白曾在2009年倫敦德康特世界葡萄酒大賽中獲得過銅獎。倫敦德康特世界葡萄酒大賽是全世界最重要的葡萄酒大賽之一，尤其偏重白葡萄酒，因此這是一款不可多得的好酒。

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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.

 

1


 

2


 

3


Ⅵ. Further Study

 
 

 


霞多麗葡萄酒

霞多麗(Chardonnay)葡萄，是白葡萄中的皇后。它的魅力在于其多變的風格和廣泛的適應性，在任何氣候條件下，它的質量始終如一。從寒涼的法國北部的Chablis到炎熱的阿根廷的Mendoza和南澳大利亞的Barossa Valley，霞多麗呈現出從帶有柑橘類水果到充滿熱帶水果和異國情調的不同風姿。它也是香檳酒和起泡酒調和成分中最重要的一分子。霞多麗具有特制的香氣。在寒涼的產地它的酸度較高，因而呈現出檸檬、橙子等柑橘類水果的香氣。隨著氣候的變暖，它會有桃、梨、杏等的香氣，以至于在炎熱的氣候出現菠蘿、芒果等熱帶水果的香氣。

霞多麗是世界上風格最多樣，種植范圍最廣泛的釀酒葡萄。從80年代末期在國際上開始流行，不僅僅是因其非常容易種植，長勢旺盛，釀成的酒相對溫和、圓潤的特點，酸度不是很高，容易被消費者接受。

它可以用來釀制風格多樣的葡萄酒，從酒體豐滿濃郁的索諾瑪葡萄酒，到酒體輕盈剔透的白中白香檳，都是它的杰作。

 

Unit 3    Dealingwith Special Situation

(特殊情況處理)

3.1  Case Analysis : The Crew Seems to Be IgnoringMe!

(個案分析：乘務員忽略我！)

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!
(個案分析：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!

(個案分析：這個飛機上的服務太糟糕了！)

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. 心態；傾向；習慣；精神狀態

priority [pra?'?r?t?] n. 優先；優先權；優先考慮的事

unfair [?n'fe?] adj. 不公平的，不公正的

criticism ['kr?t?s?z(?)m] n. 批評；考證；苛求

grievance ['gri?v(?)ns] n.不滿，不平；委屈；冤情

temptation [tem(p)'te??(?)n] n. 引誘；誘惑物

objective [?b'd?ekt?v] adj. 客觀的；目標的；賓格的

wording ['w??d??] n. 措辭；用語；語法

subtly ['s?tli] adv. 精細地；巧妙地；敏銳地

partnership ['pɑ?tn???p] n. 合伙；合伙企業；合作關系；合伙契約

resist [r?'z?st] vi. 抵抗，抗拒；忍耐 vt. 抵抗；忍耐，忍住

rightly ['ra?tl?] adv. 正確地；恰當地；公正地；合適地

option ['?p?(?)n]z n. [計] 選項；選擇權；買賣的特權

assurance [?'???r(?)ns] n.保證，擔保；(人壽)保險；確信

resolution [rez?'lu??(?)n] n.決議；解決；決心

expectation [?ekspek?te??n] n.期待；預期；指望

grace [gre?s] n.優雅；恩惠魅力；慈悲

subtly ['s?tli] adv. 精細地；巧妙地；敏銳地

tension ['ten?(?)n] n. 張力，拉力；緊張，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?


 

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