空乘英語培訓課件

FlightAttendantEnglishTrainingCoursewareBasicknowledgeofflightattentionEnglishEnglishcommunicationskillsforflightattendantsEmergencyhandlingofflightattentioninEnglish目錄CrossculturalcommunicationinflightattentionEnglishSimulationofpracticalapplicationscenariosforflightattentioninEnglish目錄01BasicknowledgeofflightattentionEnglishwordslike"Goodmorning,""Welcomeaboard,""Haveaniceday,"etcGreetingandliteracywordstermsrelatedtofood,drink,seating,etcServicerelatedwordstermsrelatedtoevaluation,seatbelt,oxygenmask,etcSafetyrelatedwordstermslike"terminal","gate","takeoff","landing",etcAirportandflightrelatedwordsFlightattentionEnglishvocabularyExpressionsforwelcomepassengers:"Welcomeaboard(theairlinename)"Expressionsforservingfoodanddrink:"Wouldyoulikesomethingtodrink?""Wouldyoulikesomemore(food/drink)?"Expressionsforseatingpassengers:"MayIshowyoutoyourseat?"Expressionsforannouncements:"Wewillbelandingshortly""Wearenowtakingtotherunway"CommonexpressionsinflightattentionEnglishFlightAttendantEnglishListeningComprehensionUnderstandingpassengerrequestsandinstructions:beingabletounderstandandrespondtopassengers'requestsandfollowingtheinstructionsoftheflightdeckUnderstandingsafetyannouncements:beingabletounderstandandexplainsafetyprocedurestopassengersduringflightandemergencysituationsUnderstandingairportgroundcontrolinstructions:beingabletounderstandandrespondtoinstructionsfromgroundcontrol,suchastaxing,takeoff,andlandingUnderstandingairlinepoliciesandprocedures:beingabletounderstandandexplainairlinepoliciesandprocedurestopassengers,suchasseatbeltrules,useofelectronicdevices,etc02EnglishcommunicationskillsforflightattendantsBasicgreetingsandintroductionsFlightattendeesshouldbeabletousebasicgreetingsandintroductions,including"Goodmorning/afternoon/evening"and"MayIintroducemyselfasyourflightattention?"InlightservicevoucherFlightattendeesshouldbefamilywithcommoninlightservicevoucher,suchas"Wouldyoulikecoffeeortea?"and"Wouldyouliketopurchaseheadphonesfortheinlightentertainmentsystem?"ClearanddecideinstructionsFlightattendantsshouldbeabletogiveclearanddecideinstructionstopassersby,suchas"Pleasefastyourseatbelt"and"Pleaseextendinganyelectronicdevices."SpokenEnglishexpressionforflightattendeesFlightattendantscanpracticetheirEnglishcommunicationskillsthroughroleplayingexercises,wheretheyactoutdifferentscenarios,suchasdealingwithapassengerwhoisfeelingunwellorhandlingarequestforspecialassistanceFlightattendeescanlearnscripteddialoguesforcommonsituations,suchasdealingwithalossitemoraddressingapassengerwhoiscausingadisturbanceThesedialoguescanbeusedasastartingpointfortheirowncommunicationFlightattendeescanrecordtheirownEnglishdialoguesandthenlistenbacktothem,identifyingareaswheretheycouldimprovetheirpromotionorfluencyRoleplayingScripteddialoguesAudiorecordingsFlightAttendantEnglishDialoguePracticeActivelisteningFlightattendeesshouldpracticeactivelistening,ensuringtheirunderstandingofpassersby'needsandconcernsThisinvolvesparaphrasingwhatthemessengerhassaidtoconfirmunderstandingNonverbalcommunicationFlightattendantsshouldbeawareoftheimportanceofnonverbalcommunication,suchaslegalexpressionsandbodylanguage,inadditiontotheirspokedEnglishTheyshouldaimtobefriendly,approachableandprofessionalAdaptivelanguageuseFlightattendantsshouldbeabletoadapttheirlanguageusetodifferentpassengerneedsandbackgrounds,usingsimplerlanguagewhennecessaryandbeingawareofculturaldifferencesincommunicationstylesEnglishcommunicationstrategiesforflightattendants03EmergencyhandlingofflightattentioninEnglishCommunicationskillsinemergencysituationsFlightattendantsshouldbeabletocommunicatevitalinformationquicklyandeffectively,usingsimpleanddirectlanguagethatiseasytounderstandPropertypromotionAccuratepromotionisessentialtoensurethatpassengerscanunderstandinstructionsandimportantinformationVoiceprojectionTheflightattendantsshouldhaveastrongandclearvoicethatcanbeheardthroughthecabinet,evenoverthesoundofenginesorotherbackgroundnoiseClearandconsistentlanguage010203PrioritizingsafetyInemergencysituations,theflightattention'primaryresponsibilityistoensurethesafetyofthepassengersAllotherservicesshouldbesecondaryProperlyinstallingpassengersFlightattendantsneedtohaveclearandaccurateknowledgeofhowtoinstallpassengersonemergencyprocedures,suchasevaluationprocedures,useoflifevests,andoxygenmasksHandlingpanicandanxietyFlightattentionshouldbeabletoremaincalmandcomposedduringemergencysituationsandhelpdiffusepanicandanxietyamongpassersbyServiceprocessinemergencysituations要點三AssistingdisabledpassengersFlightattendantsshouldbetrainedtoassistdisabledorelderlypassengersduringemergencysituations,ensuringthattheycanevaluatetheplanesafely要點一要點二OfferingemotionalsupportFlightattendeesshouldbeabletoofferemotionalsupportandcomforttoattendeesduringemergencysituations,helpingthemtoremaincalmandfocusedontheirownsafetyPostemergencycareAfteranemergencysituation,flightattendantsshouldprovidebasicfirstaidandcomforttoattendees,aswellasassistanceinunitingfamiliesandfriends要點三Emergencypassengercomfort04CrossculturalcommunicationinflightattentionEnglishUnderstandingculturaldifferencesItisessentialforflightattentiontounderstandtheculturaldifferencesbetweendifferentnationalitiesandregions,includinglanguage,values,beliefs,andsocialnormsAwarenessofnonverbalcommunicationNonverbalcommunicationplaysasignificantroleincrossculturalcommunicationFlightattendantsshouldbeawareofdifferentnon-verbalcupsandtheirmeansindifferentculturesRespectforculturaldifferencesExaminingandadaptingtotheculturaldifferencesofpassersbyiscriticalincrossculturalcommunicationFlightattendantsshouldbesensitivetotheneedsandpreferencesofeachpassengerBasicknowledgeofcrossculturalcommunicationLanguagebarrierscanvarywhenflightattentionandpassersbydonotshareacommonlanguageEffectivecommunicationbenefitschallenging,leadingtomisunderstandingsanddissatisfactionPeoplefromdifferentculturesmayhavedifferentcommunicationstyles,suchasdirectvs.indirectcommunicationThesedifferencescanleadtomisinterpretationandconflictDifferentcultureshavedifferenttablesorsensitivetopicsItisimportantforflightattendantstobeawareofthesetaboosandoiddiscussingthemwithpassersbytooidofferingthemLanguagebarriersDifferentcommunicationstylesCulturaltablesCommonissuesincrossculturalcommunicationUseofsimplelanguageToovercomelanguagebarriers,flightattendantsshouldusesimplelanguageandavoidcomplexvocabulariesandjargonTheyshouldalsospeakclearlyandslowlytoensurepassersbyunderstandingAdaptationtodifferentcommunicationstylesFlightattentionshouldbeflexibleandadapttheircommunicationstyletomatchthatofthepassengersTheyshouldbesensitivetoindirectcommunicationandtrytounderstandtheunderlyingmessageAwarenessofculturaltablesFlightattentionshouldfamiliarizethemselveswiththeculturaltablesofdifferentnationalitiesandregionstoavoidanypotentialofferorconflictTheyshouldalsobesensitivetoanyculturaldifferencesinbehaviororetiquetteStrategiesforcrossculturalcommunication05SimulationofpracticalapplicationscenariosforflightattentioninEnglish

OnboardserviceEnglishsimulationGreetingattendeesSimulatemeetingattendeesinEnglishwithawarmandfriendlytoneServicerequestsPracticehandlingservicerequestsinEnglish,suchasfood,drink,entertainment,dutyfreeitems,etcComplainthandlingSimulatehandlingpassengercomplaintsi