機場地勤英語口語總復(fù)習(xí)課件歡迎來到機場地勤英語口語總復(fù)習(xí)課件，本課程將帶您全面掌握機場地勤工作所需的英語溝通技巧。課程目標提升英語溝通能力通過學(xué)習(xí)和練習(xí)，提升您在機場工作環(huán)境中用英語與乘客、同事以及其他工作人員進行有效溝通的能力。熟悉常用詞匯和短語掌握機場地勤工作中常用的英語詞匯和短語，例如問候語、自我介紹、詢問個人信息、指示方向、表達需求、解釋流程、表示感謝、表達歉意、宣布信息等。應(yīng)對各種場景學(xué)習(xí)應(yīng)對各種機場地勤工作場景，例如航班信息表達、航班延誤、登記和值機、行李登記和托運、安全檢查、登機引導(dǎo)、乘客問詢、投訴處理、航班取消和應(yīng)急處理等。為什么要掌握地勤英語?提供優(yōu)質(zhì)服務(wù)掌握地勤英語可以使您更好地理解乘客需求，提供優(yōu)質(zhì)的客戶服務(wù)，讓乘客感到舒適和滿意。提高工作效率清晰有效的溝通可以提高工作效率，避免誤解和錯誤，確保航班順利運行。增強職業(yè)競爭力掌握地勤英語可以提升您的職業(yè)競爭力，在航空領(lǐng)域獲得更多發(fā)展機會。地勤英語的使用場景航班信息表達如航班起降時間、目的地、航班號等。航班延誤溝通如解釋延誤原因、告知預(yù)計延誤時間等。登記和值機流程如辦理登機手續(xù)、行李托運等。安全檢查過程如引導(dǎo)乘客進行安檢、解釋安檢規(guī)則等。航班信息的表達航班號Flightnumber:CA1234起飛時間Departuretime:10:00am目的地Destination:London登機口Gate:23航班延誤的溝通1解釋延誤原因Weapologizeforthedelay.Thisisduetobadweatherconditions.2告知預(yù)計延誤時間Theestimateddelayis1hour.3提供乘客服務(wù)Wewillprovidesnacksanddrinkstopassengersduringthedelay.登記和值機流程1出示證件Pleaseshowmeyourpassportandboardingpass.2辦理登機手續(xù)Yourboardingpassisready.Haveaniceflight.3行李托運Pleaseputyourluggageonthebelt.行李登記和托運行李標簽Pleaseattachyourluggagetags.行李重量Pleasechecktheweightofyourluggage.行李托運Yourluggagehasbeencheckedin.安全檢查過程取出物品Pleaseremoveyourshoes,belt,andelectronicdevices.通過安檢門Pleasewalkthroughthemetaldetector.行李掃描Yourluggagewillbescanned.登機引導(dǎo)和輔助引導(dǎo)至登機口Followme,please.1提供登機幫助Icanhelpyouwithyourluggage.2協(xié)助乘客登機Pleasetakeyourseats.We'llbeboardingsoon.3空中服務(wù)問詢1飲料Wouldyoulikeadrink?2餐食Whatwouldyouliketoeat?3其他服務(wù)IsthereanythingelseIcanhelpyouwith?乘客投訴和應(yīng)對1傾聽乘客Iunderstandyourfrustration.2道歉I'msorryfortheinconvenience.3解決問題Iwilldomybesttohelpyou.航班取消和應(yīng)急處理1通知乘客Yourflighthasbeencancelled.2安排住宿Wewillprovideyouwithaccommodation.3協(xié)調(diào)改簽Wewillhelpyourescheduleyourflight.常見問候語早上好Goodmorning.下午好Goodafternoon.晚上好Goodevening.自我介紹詢問個人信息姓名MayIhaveyourname,please?航班號Whatisyourflightnumber?目的地Whereareyougoing?指示方向1直走Gostraightahead.2左轉(zhuǎn)Turnleft.3右轉(zhuǎn)Turnright.詢問需求需要幫助CanIhelpyou?有什么問題Doyouhaveanyquestions?需要什么WhatcanIdoforyou?說明操作流程第一步First,youneedtocheckin.第二步Then,youneedtogothroughsecurity.第三步Finally,youcanboardtheflight.表示感謝謝謝Thankyou.非常感謝Thankyouverymuch.謝謝你的幫助Thankyouforyourhelp.表達歉意對不起I'msorry.1抱歉Excuseme.2請原諒Pleaseforgiveme.3宣布信息注意Attention,please.請注意MayIhaveyourattention,please?引導(dǎo)客人1請跟我來Pleasefollowme.2這邊請Thisway,please.3請走這邊Gothisway,please.回答查詢1確認信息Letmecheckforyou.2提供信息Yourflightisontime.3結(jié)束對話IsthereanythingelseIcanhelpyouwith?處理投訴1傾聽投訴Iunderstandyourconcern.2道歉Iapologizefortheinconvenience.3解決方案Iwilltrymybesttohelpyou.航班托運行李標簽Hereareyourluggagetags.行李重量Yourluggageiswithintheweightlimit.托運行李Yourluggagehasbeencheckedin.安全檢查取出物品Pleaseremoveyourshoes,belt,andelectronics.通過安檢門Pleasewalkthroughthemetaldetector.行李掃描Yourluggagewillbescanned.登機協(xié)助引導(dǎo)乘客I'lltakeyoutoyourgate.1協(xié)助乘客登機Letmehelpyouwithyourluggage.2提供幫助Icanhelpyoufindyourseat.3乘客問詢1航班信息WhatisthedeparturetimeforFlightCA1234?2行李托運WherecanIcheckinmyluggage?3登機口Whatisthegatenumberformyflight?航班延誤解釋原因Weapologizeforthedelay.Thisisduetobadweatherconditions.告知時間Theestimateddelayis1hour.乘客服務(wù)Wewillprovidesnacksanddrinksduringthedelay.航班取消1通知乘客Yourflighthasbeencancelled.2安排住宿Wewillprovideyouwithaccommodation.3改簽航班Wewillhelpyourescheduleyourflight.常見問候語匯總1早上好Goodmorning.2下午好Goodafternoon.3晚上好Goodevening.自我介紹范例正式Hello,mynameisJohn.Iamagroundstaffmember.非正式Hi,I'mJane.Nicetomeetyou.詢問個人信息模板姓名MayIhaveyourname,please?航班號Whatisyourflightnumber?目的地Whereareyougoing?指示方向用語1直走Gostraightahead.2左轉(zhuǎn)Turnleft.3右轉(zhuǎn)Turnright.表達需求用語需要幫助CanIhelpyou?有什么問題Doyouhaveanyquestions?需要什么WhatcanIdoforyou?解釋流程詞匯第一步First,youneedtocheckin.第二步Then,youneedtogothroughsecurity.第三步Finally,youcanboardtheflight.感謝用語謝謝Thankyou.非常感謝Thankyouverymuch.謝謝你的幫助Thankyouforyourhelp.道歉表達對不起I'msorry.1抱歉Excuseme.2請原諒Pleaseforgiveme.3信息發(fā)布詞匯注意Attention,please.請注意MayIhaveyourattention,please?引導(dǎo)客人短語1請跟我來Pleasefollowme.2這邊請Thisway,please.3請走這邊Gothisway,please.回答查詢技巧1確認信息Letmecheckforyou.2提供信息Yourflightisontime.3結(jié)束對話IsthereanythingelseIcanhelpyouwith?處理投訴措辭1傾聽投訴Iunderstandyourconcern.2道歉Iapologizefortheinconvenience.3解決方案Iwilltrymybesttohelpyou.航班托運用語行李標簽Hereareyourluggagetags.行李重量Yourluggageiswithintheweightlimit.托運行李Yourluggagehasbeencheckedin.安檢流程詞匯取出物品Pleaseremoveyourshoes,belt,andelectronics.通過安檢門Pleasewalkthroughthemetaldetector.行李掃描Yourluggagewillbescanned.登機協(xié)助措辭引導(dǎo)乘客I'lltakeyoutoyourgate.1協(xié)助乘客登機Letmehelpyouwithyourluggage.2提供幫助Icanhelpyoufindyourseat.3乘客問詢用語1航班信息WhatisthedeparturetimeforFlightCA1234?2行李托運WherecanIcheckinmyluggage?3登機口Whatisthegatenumberformyflight?延誤應(yīng)對表達解釋原因Weapologizeforthedelay