期末乘务英语听说考核方案最新.docx
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期末乘务英语听说考核方案最新
期末乘务英语听说考核方案最新
为实施对空中乘务专业学生的«乘务英语听说训练»课程的考核工作,我们结合分院空中乘务专业学生的专业实际需要,提高学生动手操作能力而设计本考核方案。
一、总体目标
综合实训按照工作过程导向的教学模式,基于〝以培养职业能力为核心,以工作实践为主线,以项目为主体,用项目进行驱动的理念。
实训方案设计基于工作过程,从对学生的技能培养、所涉及的相关知识、职业素养要求去考虑。
使学生在了解乘务工作专业知识的背景下,能够熟练为乘客提供机上服务。
二、实训地点
模拟机舱
三、考核教师
吕娜,黄华,赵燕
四、实训考核详细内容
实训考核内容将以学生进行角色扮演的形式进行,6-7名学生为一组,角色分别为一名乘务长,4-5名处于不同号位的乘务员,每组15-20分钟,依此顺序轮番进行。
学生依照所设的英文情形,完成起飞前安全检查,检查内容包括安全带,椅背,窗遮板,行李架,紧急出口座位,电子设备;起飞后服务程序,包括致意,送报纸,杂志,餐前水,餐食供应,餐中水,餐后水等餐饮供应全过程。
降落前安全检查,检查内容包括安全带,椅背,窗遮板,行李架。
要求整个实训环节,学生全部用英语完成。
乘务长职责PS1:
在整个航班中,乘务长负责全组和谐需要进行机上广播〔包括航线介绍,餐食服务广播等〕,专门情形的处理。
负责和SS5送餐。
2号乘务员职责〔SS2〕:
协助PS1工作,送报纸,和SS3负责送餐前水,SS2和SS5推餐车到前舱,SS2换PS1送餐。
降落前收回报纸,杂志。
3号乘务员职责〔SS3〕:
负责Y舱〔经济舱〕旅客服务,送杂志,和SS2送餐前水,专门旅客服务,和SS5收餐,供应餐后水。
4号乘务员职责〔SS4〕:
负责后厨房饮料预备,负责收杯子,和SS6负责送餐中水
5号乘务员职责〔SS5〕:
负责后厨房餐食预备,负责和PS1送餐,和SS3收餐,供应餐后水.
6号乘务员职责〔SS6〕:
协助厨房工作,负责和SS4负责餐中水服务。
负责降落前收杯子。
五、总结学生实训考核情形
最后,当所有的学生轮番考核完成后,考评老师对每组学生的优点进行点评,指出不足之处,并给予打分。
工作流程〔详细〕
起飞前检查
1〕PS1播航线介绍广播,
同时,SS4和SS6回后厨房预备冷饮车〔餐前水〕,
SS5在后厨房预备餐食。
SS2,SS3从前往后巡视客舱至后厨房。
〔SS2送报纸服务,SS3送杂志服务〕。
2〕PS1播供餐广播,
现在,SS2和SS3送餐前水〔SS2在前,SS3在后〕
3〕餐前水供应完,等SS2和SS3回到后厨房,SS4收杯子〔从前向后〕
4〕SS4收完杯子后,SS3专门旅客服务〔专门餐食〕
5〕SS2和SS5推餐车到前舱,SS2换PS1送餐,SS2在前客舱值班做航线广播
6〕送餐终止后,SS4和SS6送餐中水(SS4在前,SS6在后),PS1从后往前迅速返回前客舱,处理专门意外情形。
7〕餐中水供应终止后,SS3和SS5收餐,并供应餐后水〔SS3在前,SS5在后〕
8〕SS4和SS5负责厨房整理,同时,PS1播下降广播,SS6收杯子。
SS2收报纸和杂志。
流程终止。
FlightInformation
AircraftB737-800
航班信息
Hangzhou——BeijingFlightnumberCA1501
Destination:
BeijingCapitalInternationalAirport
Departuretime1030Arrivaltime1240
PAXnumber:
7
BeveragesandDrinks:
Cola,Sprite,OrangeJuice,AppleJuiceandMineralwater(ColdDrinks)/Tea,Coffee(HotDrinks)
MainCourse:
4ChickenRice,3Roastbeefrice
Dessert:
freshfruitsaladandicecream
Situation:
Group1:
〔谢琳组〕
1.Apassengerissmokinginthecabinbeforetake-off.Howdoyoustophim?
2.Apassengerwantstoreadacopyoflocalnewspaper.
3.Oneofthepassengersisthirstyandasksforsomethingtodrinkandyoulistseveralkindsofdrinksonboardforhimtochoose.
4.AmotherwithinfantasksCAstopreparesomemilkforherbaby.
Group2:
〔卢敏朱组〕
1.Theplaneisgoingtotakeoff.Butapassengerwantstogotothelavatory.Whatwouldyousaytohim?
2.Apassengerwantstoreadanin-flightmagazine.
3.ApassengerwantsaginandtonicwhichisnotavailableonEconomyClass.Explaintohimandofferbeertohim.
4.ThereisaspecialpassengerorderedVGMLinadvance,pleaseidentityherthenintroduceandofferVGMLtoher.
Group3:
〔何盛兰组〕
1.Apassengerreclineshisseatbackassoonashegetsonboard.Buthedoesnotknowhowtoreturnittotheuprightpositionbeforetake-off.Howdoyouhelphim?
2.ApassengerwantstoreadNewYorkTimeswhichisn’tavailableonboard.
3.Amancomplainshehasn’tbeenservedanydrinks.Thefactisthathewassleepingwhileyouserved.Pleaseexplaintohimandofferdrinkstohim.
4.Anoldladywantssomecongeebecauseshehasnoappetitetoday,butthereisnocongeeonboard,pleaseexplaintohimandofferotherthingasthealternative.
Group4:
〔胡碟组〕
1.Apassengerisusinghismobilephonepriortotake-off.Howdoyoustophim?
2.ApassengerwantstoreadacopyofChinaDaily.
3.ApassengerwantsmoreRoastbeefrice,butactuallythereisnomoreroastbeefleftinthegalley.
4.ApassengertellstheCASthatsheisallergictoeggswhenyouareservinglunch,whatshouldCAsdo?
Group5:
〔吴梦娜组〕
1.Apassengerwithababydoesn’tknowhowtofastenherseatbelt.Whatwouldyousaytohelpher?
2.ApassengerwantstoreadacopyofFinancialTimes.
3.Ayoungladyasksdessertaftermaincourse,andyouintroducedesserttoher.
4.ApassengerwantsaMOML,buthedidn’torderitinadvance,pleasegivehimsomethingelseasthealternative.
Group6:
〔张露莹组〕
1.Apassengerputsherbaggageneartheemergencyexitbeforetake-off.Stopherandexplaintothispassenger.
2.ApassengerwantstoreadPhoenixWeeklywhichisn’tavailableonboard.
3.Aladyhasaskedmanytimesforacupoftea,butshehasn’tgotit.Explaintothisirritatedpassengerandsettletheproblem.
4.ApassengerorderaKOML,pleaseofferittohim.
Group7:
〔雷献君组〕
1.Apassengerclosesthewindowshadebeforetake-off.Explaintothispassenger.
2.Apassengerlooksbored,aCAoffershimsomethingtoreadandgiveabriefintroductionofdifferentnewspapersandin-flightmagazinesyouhaveonboard.
3.Youareservingacouple.Thewifeasksforacupofplaincoffeewhilethehusbandasksforsomebeerwhichhasrunout.Yousuggestthemhavingsometeainstead.
4.Apassengerasksalowcaloriemealbecausesheislosingweight,pleasegivehersomethingasthebestalternative.
Group8;〔范昕昕组〕
1.Apassengerputsdownthetraytablebeforetake-off.Stopherandexplaintothispassenger.
2.ApassengerwantstoreadtheCAACin-flightmagazine.
3.Therearenohotdrinksonboardbecausethewatersystemisoutoforder.Pleaseexplaintoapassengerwhoaskshotteaandgivehersomethingelseasalternative.
4.ApassengerorderaHNML,pleaseidentityherthenintroduceandofferHNMLtohim.
Group9:
〔张灿莲组〕
1.Apassengerforgetstofastenherseatbeltbeforetake-off.Pleaseremindher.
2.ApassengerwantstoreadacopyofFrenchnewspaperwhichisn’tavailableonboard.
3.Apassengerseemsrestless,aCAwantstoofferhimacupoftea,butthepassengerwantsaglassofapplejuiceinstead.
4.ApassengerwantsherfruitsaladwithFrenchdressing,actuallythereisonlyThousandIslanddressingonboard.Pleaseexplaintoherandsettletheproblem.
注:
1.打★为每个乘务组的乘务长,负责整个乘务组的和谐和沟通,组织本乘务组全体成员做好团队协作各项工作。
2.2-6号位乘务员由乘务长或者团队协商自行分配,然而尽量平均每个成员的参与度,争取大伙儿都能得到锤炼机会。
7人组一位同学担任乘客角色。
3.各组乘客扮演者,请组与组之间自行和谐,〔最好是同一批考试时刻内其他组成员扮演乘客〕确保客舱内有7名乘客即可。
扮演专门旅客的同学要配合好,预备好专门旅客与乘务员间的对话。
4.按照详细工作流程,整个餐饮过程中涉及以下几个广播词,请负责播报广播词的乘务长和2号乘务员熟悉广播词内容,顺利播报广播词。
情境表演中可能用到的机上广播词附后:
5.评分将以小组形式进行,在小组团队分基础上结合每人表现上下加减分〔每人表现包括职业形象、现场表现、英语会话等多方面〕。
下一组扮演专门旅客的同学酌情加分。
英文广播词
1)起飞前提醒Reminder(beforetake-off)
LadiesandGentlemen:
Asweareabouttotakeoff,pleasemakesurethatyourseatbeltissecurelyfastened.Pleasestowyourtraytable,footrestandputupthewindowshades.
Pleasenotethatelectronicequipmentwithtransmissiondevicesisprohibitedintheaircraft.Allotherelectronicdevicessuchaslaptop,CDplayermustbeoffduringtake-off.
Thankyou!
2)航线广播〔IntroductiontoFlight〕
Ladiesandgentlemen:
OurplanehasleftHangzhouforBeijing.Onthisairroute,wewillbepassingovertheprovincesofZhejiang,Jiangsu,Shangdong,Hebei,thecitiesofHangzhou,Shanghai,Nanjing,Tianjingandwe’llcrosstheGrantCanal,YangziRiver,YellowRiverandtheTaishanMountain.
ThisplaneisaBoeing737-800.Itcancarry167passengers.Thereadinglightandcallbuttonareaboveyourhead.Toiletsarelocatedinthefrontandtherearpartofthecabin.Pleasedonotsmokeinthetoiletsandcabin.
We’llbeservingbeveragesandlunchonthisroute.
Forflightsafety,pleasedonotsmokeanddonotopentheluggagecompartmentaboveyourheadduringturbulence,takingoff,taxiing,descendingandlanding.
Wehopeyouwillenjoytheflight!
Thankyou.
3)供餐广播MealService
Ladiesandgentlemen:
Wewillsoonbeservinglunchandbeverages.Pleaseputdownthetableinfrontofyou.Seatbacksshouldbereturnedtotheuprightposition.Thosepassengers,whorequestedspecialmeals,pleasepressyourcallbuttontoidentifyyourself.Youarewelcometotakeyourchoice.
Thankyou!
4)飞越河流和山脉
✧Ladiesandgentlemen:
WeareflyingovertheYangziRiver.YangziRiveristhelongestriverinChina.Ithasthetotallengthof6380kmandhasthetotaldrainageareaof1million800thousandssquarekm.
Thankyou.
✧Ladiesandgentlemen:
WeareflyingovertheTaishanMountain.TaishanMountainlocatesintheeastofShangdongprovince.ThehighestpeakofTaishanMountainiscalledYuhuangPeak,whichis1545metershigh.
Thankyou.
✧Ladiesandgentlemen:
WeareflyingovertheYellowRiver.YellowRiverhasthetotallengthof5464kmandhasadrainageareaof750thousandssquarekm.
Thankyou.
5)下降广播BeforeLanding
LadiesandGentlemen:
We’llbelandingatBeijingCapitalInternationalAirportinabout20minutes.Nowwehavestartedourdescent.Sopleasefastenyourseatbeltandstowyourtraytableandfootrest.Pleasekeepyourseatbackinuprightpositionandputupthewindowshade.
Electronicdevicesmayinterferewiththenavigationsystem,pleasemakesuretheyareturnedoff.
Thankyou!
民航与旅行分院
乘务英语课程组
2011-6-10