城市軌道交通客運服務英語（第二版）課件 Unit 5 Disposal of PassengerSpecial Affairs 乘客特殊事務處理

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用語Part2TicketAffairs

票務事務Part3ServiceInTheConcourse站廳服務Part4ServiceInthePlatform站臺服務Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理Task5.1DealingwithComplaints

投訴處理

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理一、UsefulExpressionsMakingaComplaint1.I’mafraidIhaveacomplaint.Thereseemstobesomethingwrongwith(theair-conditioning).

我想投訴。（空調(diào)）有問題。2.Excuseme.I’vegotabitofaproblemhere.Yousee,

(theticketgateistoonarrowforthewheelchairtopass

through).

對不起，我有個問題,（閘機門太窄了，輪椅無法通過）。3.I’msorrytohavetosaythis,but(you’vemadetoomanymistakesinyourreport).

不好意思，我不得不說，（你的報告里面錯誤太多了）。4.Iwanttomakeacomplaintabout(thelaptopIboughtlastweek)我想投訴（我上周買的筆記本電腦）。MakingaComplaint5.Doyouthinkyoucould(turnyourmusicdown)?

你是否可以（把音量調(diào)小一些）？6.Wouldyoumind(turningyourmusicdown)?

你是否介意（把音量調(diào)小一些）？7.Ifyoudon’tchangeit,I’mafraidI’llhavetoreporttothemanager.

如果你不改的話，恐怕我得向經(jīng)理匯報了。8.Idon’twanttobringthisup,butyoureallycan’tgoonlikethis,youknow.

我不想提這事，但是你真得不能這樣下去了。

ExercisesA.Fillintheblankswiththewordsgiveninthebox.

Thenreadthepassageoutloud.air-conditioningaccessibilitydisableddrenchedstep-freeupgrading

Myname’sLiRan.Iworkatasubwaystation.Today,Idealtwithtwocomplaints.Thefirstpassengercomplainedaboutthe__________onboard.Hesaiditwassohotonthetrainthateveryonewas__________insweat.Ifeltsorryaboutit,andItoldhiman__________projectwasunderway,andhopefullywewouldhaveacoolertrainintwoweeks.ThesecondcomplaintwasmadebytwocollegestudentsfromLondon.Theycomplainedaboutthe__________ofthesubwaystations.Theyfounditinconvenientfor__________peopletotakethesubway.Itooktheircomplaintsseriously,andIthinkweneedtomaketheMetromoreaccessibletoeveryoneandincreasethenumberof__________stations,wherepassengerscangetfromstreettoplatformlevelwithoutusingstairsorescalators,fortheconvenienceofwheelchairusers.

1.blockthedoorway3.eatafullmeal2.turnyourmusicdown4.moveovera________

b________c________

d_________

B.Whatarethemissingwordsineachpicture?Matchthepicturewiththewordsinthebox.Roleplay

A.Workwithyourpartnertocreateadialogbasedonthegivensituation.

SupposeyouareaMetroemployeeandhavetodealwithacomplaintfromapassengerwhotriedtoescapethesecuritycheckbutwasstoppedbythesecurityguards.Hefeltangryandcomplainedtoyouaboutthebadattitudeofthesecurityguardsandtherepeatedsecuritychecksonthesameday.

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用語Part2TicketAffairs

票務事務Part3ServiceInTheConcourse站廳服務Part4ServiceInthePlatform站臺服務Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理

Task1.2DealingwithComplaints

投訴處理

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理Acceptingacomplaint1.Oh,I’msorryaboutthat.

我很抱歉。2.Ican’ttellyouhowsorryIam.

我真是太抱歉了。3.Iwishithadneverhappened.

真希望這件事沒有發(fā)生過。4.Ohdear,I’mawfullysorry.

噢，我的天，我太抱歉了。5.I’msosorry,Ididn’trealizeit.

對不起，我沒有意識到這一點。Puttingoffacomplaint1.Isuggestyouleaveitwithusandwe’llseewhatwe

cando.

我建議您把東西留在這里，我們會處理。2.Isuggestyouleaveitwithusandwe’llseewhatcan

bedone.

我建議您把東西留在這里，我們會處理。3.I’mafraidthemanager/bossisn’tinatthemoment.

Couldyoucalllater?

恐怕經(jīng)理現(xiàn)在不在。您能否晚些時候再打電話？C.Herearefour

subwaypostersthat

remind

peopleaboutinappropriatesubwaybehavior.Whatis

eachposterdrivingat?Matchtheposterswiththe

sentencesinthebox.1.Pleasebeconsideratetothosearoundyouonthetrain.2.Pleasedonotrushintothetrain.3.Pleaserefrainfromdrunkenbehavior.4.Pleaserefrainfromputtingonmake-uponthetrain.a________

b________c________

d_________B.Usethequestionsbelowtointerview

yourpartner.Thenchangeroles.1.Whichstationdoyouworkat?2.Howmanycomplaintsdoyouhavetodealwithonanaverageday?3.Whatarethetopthreecomplaintsthatpassengers

usuallymake?Howdoyoudealwiththem?

RoleplayUrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用語Part2TicketAffairs

票務事務Part3ServiceInTheConcourse站廳服務Part4ServiceInthePlatform站臺服務Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理

Task2.1TheLargeNumberofPassenger大客流

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理一、UsefulExpressionsA.Stationinstructions車站提示

1.Distinguished

passengers,

please

wait

for

the

train

in

accordance

with

the

ground

down

and

up.After

you

get

on

the

train,please

make

a

way

from

the

doors,

thank

you.

各位尊敬的乘客，請您按照站臺地面標識排隊候車，先下后上，上車后，往車廂中部走，多謝合作！2.Pleasefollowthedirectionofstationstaffandleavethestationinorder.

請按車站工作人員的指引有次序地離開車站。3.Followthedirectionsofstationstafftoleavethetrainorstationassoonaspossible.

聽從工作人員指引，盡快離開車廂、車站。4.We'renowatGZRailwayStation

.Pleasegetreadytoalightfromtheleftside.

廣州火車東站到了，下車的乘客請?zhí)崆白龊脺蕚?，從左門下車。5.Thetrainwillstartsoon,pleaseboardthetrainwithoutdelay.

列車馬上就要開車了，請抓緊時間上車。6.Thecariscrowed,pleasetakecareofyourbelongings.

車上人多，請保管好您的行李物品。Roleplay

A.Workwithyourpartnertocreateadialogbasedonthegivensituation.

Situation

SupposeyouareaMetrostationstaff，andapassengerisnowcomplainingaboutgreatcapacity.Pleasedescribethemethodsforgreatcapacitycontrol.

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用語Part2TicketAffairs

票務事務Part3ServiceInTheConcourse站廳服務Part4ServiceInthePlatform站臺服務Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理Task2.2TheLargeNumberofPassenger大客流

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理一、UsefulExpressionsB.Waitinginline有序排隊

1.Norushing,please.別擠。2.Gothroughthegateonebyone,please.請一個個有序地過閘機。3.Pleasemoveforward.請您盡量往前站。4.Pleaselineup(inorder).

請(按順序)排好隊。5.Noloitering,stationcrowded站內(nèi)擁擠，請勿逗留。

此級標題建議中英文對照，全書統(tǒng)一。Dialogue1TheTrainOutOfService地鐵停運P:What’sup?Thestationisthrongedwithpassengers,butnotasingletrainisinsight.

怎么了？車站里都是人，但一輛車也見不到。S:Sorry,greatcapacityknockedoutserviceontheline10minutesago.

對不起，10分鐘前大客流導致地鐵停運。P:Howlongwillittaketorestorethepower?

那多久才能修復呢？S:Thepowerwasresumedjustamomentago,butitmaytakeabout25minutesforthetraintoarrive.

電力剛恢復了，但是列車還需25分鐘才能到達啊。P:Oh,that’stoolong,Ican’twait.Whataboutmyticket?

太長時間了，我等不了那么久。那我的票怎么辦呢？S:YoucangetarefundattheServiceCenter.

您可以到服務中心領取退款。P:Isee.

明白了。S:Goodbye,andsorryagainfortheinconvenience.

再見，對于給您造成的不便再次表示抱歉。Notes:PreferstoPassengerSreferstoSubwayStaffP代表乘客S代表地鐵員工Trytothinkanduse

TrytothinkandusePleasetrytousethephrasesbelowtoformsomesentencesthatcanbeusedinthemetroforlargernumberofpassengers..1.lineup2.assoonaspossible3.priority

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用語Part2TicketAffairs

票務事務Part3ServiceInTheConcourse站廳服務

Part4ServiceInthePlatform站臺服務

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理

Task3.1Breakdowns

地鐵故障

Part4ServiceInthePlatform站臺服務一、WordsandPhrasesinquirev.

打聽，詢問throngv.

（人群）在……聚集insight看得見的powerfailure斷電Knockout破壞，使不能運轉restorev.

恢復resumev.

（中斷后）重新開始，繼續(xù)refundn.

退款inconveniencen.

不方便signaln.

信號suspendv.

暫停onone’swayto在去……的途中incase以防萬一jamv.

使擠入，使塞滿mobilizev.

調(diào)動divertv.

轉移WordsandPhrases二、UsefulExpressionsInquiringaboutabreakdown1.What’sup?

出了什么事？2.Notasingletrainisinsight!

一輛列車也看不到。3.Howlongwillittaketorestorepower?

多久才能修復供電？ Roleplay.

Workwithyourpartnertocreateadialogbasedonthegivensituation.Ayoungmanisonhiswaytowork.Unfortunately,thesubwayservicehasbeensuspendedduetoapower

failure,andhehastotakethebusinstead.Heasksforarefundandaletterofapology.UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用語Part2TicketAffairs

票務事務Part3ServiceInTheConcourse站廳服務

Part4ServiceInthePlatform站臺服務Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理

Task3.2Breakdowns

地鐵故障

Part4ServiceInthePlatform站臺服務二、UsefulExpressionsReplyingtoinquiries1.Apowerfailureknockedoutserviceontheline20minutesago.20分鐘以前線路停電導致地鐵停運。2.Somethingiswrongwiththesubwaysignalsystem,andtheserviceissuspendedfornow.Ithinkit’sbetterforyoutotakeabus.

地鐵信號系統(tǒng)出現(xiàn)故障，目前列車停運。您最好改乘公交車。3.YoucangetarefundandaletterofapologyattheServiceCenter.您可以到服務中心領取退款和致歉信。4.Here’saletterofapology,youcantakeitjustincase.

這里有一封致歉信，請拿好以防萬一。5.Thereareanybusesoutsidethestationwaitingtotakepassengers.Somewilltakeyoutosubwaystationsnearbythatareinservice.

站外很多公交車在等候載客。其中一些會帶你去附近運營正常的車站。6.80busesweremobilizedtodivertpassengers,sotheywon’tbeverycrowded.

我們調(diào)運了80輛公交車來轉移乘客，所以車上并不太擠。

C.Fillintheblankswiththewordsgiveninthebox.Thenreadthepassageoutloud.automaticcollidedinjuredcollapsedsignalcrushed

AfatalaccidentoccurredinWashingtonD.C.onJune22,2009,onitsextensivesubway,thesecondbusiestandoneofthenewestintheU.S.Atrain________intotherearofanotherwhichhadstoppedatanabove-groundstation.

Thefrontcarofthemovingtrain_________.Ninepeopleinthatcarwerekilled,and52inbothtrainswere______.Theimmediatecauseoftheaccidentwasthefailureofthe_________traincontrolsystemtodetectthestationarytrainandsenda________forthemovingtraintostop.Peoplewerekilledbecausethefrontofoneofthecarswas________duetostructuraldesignflaws.

UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用語Part2TicketAffairs

票務事務Part3ServiceInTheConcourse站廳服務

Part4ServiceInthePlatform站臺服務

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理

Task3.3Breakdowns

地鐵故障

Part4ServiceInthePlatform站臺服務三、ExercisesA.VocabularylinkHerearesomecommoncausesofsubwaybreakdowns.MatchtheChinesewiththeEnglish.

停電 electricalfaults剎車故障 escalatormalfunction電力故障 failureofthesignalsystem信號系統(tǒng)故障failureoftheautomatictrain

controlsystem自動扶梯故障 powerfailure列車自動控制系統(tǒng)故障 failureofthebrakesystemB.Here’sapicturetakenfromChinaDaily.Discusswithyourpartnerthefollowingquestions.1.Wherewasthepicturetaken?2.Whatarethesepeopledoing?3.Whyaretheresomanypeople?Pleasesuggestatlastonereasonthatcouldleadtosuchasituation.I.Usethequestionsbelowtointerviewyourpartner.Thenchangeroles.1.Doyouoftenhavetodealwithsubwaybreakdownsatwork?2.Whatarethecommoncausesofbreakdownsatyourstation?3.Howdoesyourstationusuallyrespondtobreakdowns?4.Howdoyouusuallyreassureanxiouspassengersdelayedbyabreakdown? Roleplay.WordsforReferenceelectricalfaults

escalatormalfunctionpowerfailure failureofthesignalsystemfailureofthebrakingsystemfailureoftheautomatictraincontrolsystemcollide crushrefund letterofapologymobilizebusestodivertpassengerstakepassengerstonearbystationssomethinggoeswrongwith…knockoutservice Servicehasbeensuspended.Servicewillberesumedinabout20minutes.UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.BeabletoanswerandexplainrelevantsubwayregulationsinEnglish.TeachingObjectivesCONTENTSPart1StationReceptionEnglish接待用語Part2TicketAffairs

票務事務Part3ServiceInTheConcourse站廳服務

Part4ServiceInthePlatform站臺服務

Part5DisposalofPassenger’sSppecialAffairs

乘客特殊事務處理

Task4.1Emergencies

緊急事件

Part4ServiceInthePlatform站臺服務一、WordsandPhrasesoperator

n.

（設備、機器的）操作員car

n.

（列車）車廂emergencyn.

緊急情況brake

n.

剎車，制動裝置faint

v.

昏厥，暈倒scare

v.

使害怕,使驚恐pullv.

拉h(huán)eartattack 心臟病ambulance

n.

救護車resetv.

重新設定，重新設置brakingsystem 剎車系統(tǒng)incaseof 假如發(fā)生，萬一dragv.

拉，拽，拖crew

n.

(船、飛機、火車上的)工作人員evacuationn.

疏散evacuatev.

疏散transferv.

轉移collide v.

碰撞electricaladj.

電的minoradj.

較小的，次要的collisionn.

碰撞injurev.

受傷

Exercise:A.WhataretheycalledinEnglish?

a_______________b_______________

c_______________d_______________e________________f_________________1.emergencybrake2.emergencydoorhandle3.firealarm4.fireextinguisher5.passengerintercom6.safetyhammer

Exercise:B.Howtouseafireextinguisher?Discussitwithyourpartnerandfillintheblanks.Whatarethefourmajorpartsofafireextinguishercalled?Matchthenumbersinthepicturewiththewordsinthetable.pinlevernozzlehandleWhataretheproceduresforoperatingafireextinguisher?Arrangethefollowingsentencesinorder.Pullthepin.Squeezethelever.Sweepfromsidetoside.Aimatthebaseofthefire.Roleplay.

Workwithyourpartnertocreateadialogbasedonthegivensituation.

Afirehasbrokenoutinthetunnel.Thetrainoperatorhas

tostopthetrain,butthefirstthreecarsareinthetunnelandtherestareinthestation.Heguidespassengerstotheportionofthetrainthatisinthestation,wheretheystepoutofthesidedoors,safely

ontotheplatform.UrbanRailwayTransitOperationandServiceEnglishENTER1.graspthemainwordsandphrases，understandthecorrectexpressionsinthesubwaystation.2.mastertypicalsentencesaboutstationservicework，beabletocommunicatewithpassengersinEnglish.3.Beabletoanswerandexplainrelevantsubwayregulations