期末乘务英语听说考核方案最新.docx

10级乘务英语听说训练期末考核方案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按照工作作过程导导向的教教学模式式，基于于“以培养养职业能能力为核核心，以以工作实实践为主主线，以以项目为为主体，用用项目进进行驱动动的理念念。实训训方案设设计基于于工作过过程，从从对学生生的技能能培养、所所涉及的的相关知知识、职职业素养养要求去去考虑。使使学生在在了解乘乘务工作作专业知知识的背背景下，能能够熟练练为乘客客提供机机上服务务。二、实训地地点模拟机舱三、考核教教师吕娜，黄华华，赵燕燕四、实训考考核详细细内容实训考核内内容将以以学生进进行角色色扮演的的形式进进行，66-7名名学生为为一组，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，依此顺序轮流进行。学生根据所设的英文情景，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。乘务长职责责PS11：在整个航班班中，乘乘务长负负责全组组协调需需要进行行机上广广播（包包括航线线介绍，餐餐食服务务广播等等），特殊情情况的处处理。负负责和SSS5送送餐。2号乘务员员职责（SSS2）：协助PS11工作，送报纸，和SSS3负责责送餐前前水，SSS2和和SS55推餐车车到前舱舱，SSS2换PPS1送送餐。降降落前收收回报纸纸，杂志志。3号乘务员员职责（SSS3）：负责Y舱（经经济舱）旅旅客服务务，送杂杂志，和和SS22送餐前前水,特特殊旅客客服务，和和SS55收餐，供供应餐后后水。4号乘务员员职责（SSS4）：负责后厨房房饮料准准备，负负责收杯杯子，和SSS6负责责送餐中中水5号乘务员员职责（SSS5）：负责后厨房房餐食准准备，负负责和PPS1送送餐, 和SSS3收收餐，供供应餐后后水.6号乘务员员职责（SSS6）:协助厨房工工作，负负责和SSS4负负责餐中中水服务务。负责责降落前前收杯子子。五、总结学学生实训训考核情情况最后，当所所有的学学生轮流流考核完完成后，考考评老师师对每组组学生的的优点进进行点评评，指出出不足之之处，并并给予打打分。工作流程（详详细）起飞前检查查1）PS11播航线线介绍广广播， 同时，SSS4和和SS66回后厨厨房准备备冷饮车车（餐前前水），SS5在后后厨房准准备餐食食。SS2, SS33从前往往后巡视视客舱至至后厨房房。（SS22送报纸纸服务，SS33送杂志志服务）。2）PS11 播供供餐广播播， 此时，SSS2和和SS33送餐前前水（SSS2在在前，SSS3在在后）3）餐前水水供应完完，等SSS2和和SS33回到后后厨房，SSS4 收杯子子（从前前向后）4）SS44 收完完杯子后后，SSS3特殊殊旅客服服务（特特殊餐食食）5）SS22和SSS5推餐餐车到前前舱，SSS2换换PS11 送餐餐，SSS2在前前客舱值值班做航航线广播播6）送餐结结束后，SSS4和和SS66 送餐餐中水(SS44在前，SSS6在在后)，PPS1从从后往前前迅速返返回前客客舱，处处理特殊殊意外情情况。7）餐中水水供应结结束后，SSS3和和SS55收餐，并并供应餐餐后水（SSS3在在前，SSS5在在后）8）SS44和SSS5负责责厨房整整理，同同时，PPS1播播下降广广播，SSS6收收杯子。SS2收报纸和杂志。流程结束。Flighht IInfoormaatioon Aircrraftt B7737-8000航班信息Hangzzhouu Beiijinng Fliightt nuumbeer CCA15501 Destiinattionn: BBeijjinggCappitaalInnterrnattionnalAAirpporttDeparrturre ttimee 10030AArriivall tiime 12440PAX nnumbber: 7 Beverragees aand Driinkss: CColaa, SSpriite, Orrangge JJuicce, Appple Juiice andd Miinerral watter (Coold Driinkss)/ Teaa, CCofffee (Hoot DDrinnks)Main Couursee: 44 Chhickken Ricce, 3 RRoasst bbeeff riiceDesseert: frreshh frruitt saaladd annd iice creeamSituaatioon:Groupp1: （谢琳组组）1. A passsenngerr iss smmokiing in thee caabinn beeforre ttakee-offf. Howw doo yoou sstopp hiim?2. A passsenngerr waantss too reead a ccopyy off loocall neewsppapeer.3. One oof tthe passsenngerrs iis tthirrstyy annd aaskss foor ssomeethiing to driink andd yoou llistt seeverral kinnds of driinkss onn booardd foor hhim to chooosee.4. AA mootheer wwithh innfannt aaskss CAAs tto pprepparee soome millk ffor herr baaby. Groupp 2: （卢卢敏朱组组）1. The pplanne iis ggoinng tto ttakee offf. Butt a passsenngerr waantss too goo too thhe llavaatorry. Whaat wwoulld yyou sayy too hiim?2. A passsenngerr waantss too reead an in-fliightt maagazzinee.3. A passsenngerr waantss a ginn annd ttoniic wwhicch iis nnot avaailaablee onn Ecconoomy Claass. Expllainn too hiim aand offfer beeer tto hhim.4. Theree iss a speeciaal ppasssengger orddereed VVGMLL inn addvannce, plleasse iidenntitty hher theen iintrroduuce andd offferr VGGML to herr.Groupp 3:（何盛盛兰组）1. A passsenngerr reecliiness hiis sseatt baack as sooon aas hhe ggetss onn booardd. BBut he doees nnot knoow hhow to retturnn itt too thhe uupriightt poosittionn beeforre ttakee-offf. Howw doo yoou hhelpp hiim? 2. A passsenngerr waantss too reead Neww Yoork Timmes whiich isnnt aavaiilabble on boaard.3. A mann coompllainns hhe hhasnnt beeen sservved anyy drrinkks. Thee faact is thaat hhe wwas sleeepiing whiile youu seerveed. Pleeasee exxplaain to himm annd ooffeer ddrinnks to himm.4. An olld lladyy waantss soome conngeee beecauuse shee haas nno aappeetitte ttodaay, butt thheree iss noo coongeee oon bboarrd, pleeasee exxplaain to himm annd ooffeer ootheer tthinng aas tthe altternnatiive.Groupp 4:（胡碟碟组）1. A passsenngerr iss ussingg hiis mmobiile phoone priior to takke-ooff. Hoow ddo yyou stoop hhim? 2.A ppasssengger wannts to reaad aa coopy of Chiina Daiily.3. A passsenngerr waantss moore Roaast beeef rricee, bbut acttuallly theere is no morre rroasst bbeeff leeft in thee gaalleey.4. A passsenngerr teellss thhe CCAS thaat sshe is alllerggic to egggs wwhenn yoou aare serrvinng lluncch, whaat sshouuld CAss doo?Groupp 5:（吴梦梦娜组）1.A ppasssengger witth aa baaby doeesnt kknoww hoow tto ffastten herr seeat bellt. Whaat wwoulld yyou sayy too heelp herr?2. A passsenngerr waantss too reead a ccopyy off Fiinannciaal TTimees.3.A yyounng lladyy assks dessserrt aafteer mmainn cooursse, andd yoou iintrroduuce dessserrt tto hher.4. A passsenngerr waantss a MOMML, butt hee diidnt oordeer iit iin aadvaancee, ppleaase givve hhim sommethhingg ellse as thee allterrnattivee.Groupp 6:（张露露莹组）1. A passsenngerr puutsherr baaggaage neaar tthe emeergeencyy exxit befforee taake-offf. Sttop herr annd eexpllainn too thhis passsenngerr.2.A ppasssengger wannts to reaad PPhoeenixx Weeeklly wwhicch iisnt aavaiilabble on boaard.3. A laddy hhas askked manny ttimees ffor a ccup of teaa, bbut shee haasnt ggot it. Exxplaain to thiis iirriitatted passsenngerr annd ssetttle thee prrobllem.4. A passsenngerr orrderr a KOMML, pleeasee offferr itt too hiim.Groupp 7：（雷献献君组）1.A ppasssengger cloosess thhe wwinddow shaade befforee taake-offf.Exxplaain to thiis ppasssengger.2. A passsenngerr loookss booredd, aa CAA offferrs hiim ssomeethiing to reaad aand givve aa brrieff inntrooducctioon oof ddifffereent newwspaaperrs aand in-fliightt maagazzinees yyou havve oon bboarrd.3. Yoou aare serrvinng aa coouplle. Thee wiife askks ffor a ccup of plaain cofffeee whhilee thhe hhusbbandd assks forr soome beeer wwhicch hhas runn ouut. Youu suuggeest theem hhaviing somme ttea inssteaad.4. A passsenngerr assks a llow calloriie mmeall beecauuse shee iss loosinng wweigght, plleasse ggivee heer ssomeethiing as thee beest altternnatiive.Groupp 8；（范昕昕昕组）1. A passsenngerr puuts dowwn tthe traay ttablle bbefoore takke-ooff. Sttop herr annd eexpllainn too thhis passsenngerr.2. A passsenngerr waantss too reead thee CAAAC in-fliightt maagazzinee.3. Thheree arre nno hhot driinkss onn booardd beecauuse thee waaterr syysteem iis oout of ordder. Plleasse eexpllainn too a passsenngerr whho aaskss hoot ttea andd giive herr soometthinng eelsee ass allterrnattivee.4. A passsenngerr orrderr a HNMML, pleeasee iddenttityy heer tthenn inntrooducce aand offfer HNMML tto hhim. Groupp 9：（张灿灿莲组）1. A passsenngerr foorgeets to fasstenn heer sseatt beelt befforee taake-offf. PPleaase remmindd heer.2. A passsenngerr waantss too reead a ccopyy off Frrencch nnewsspapper whiich isnnt aavaiilabble on boaard.3.A ppasssengger seeems resstleess, a CA wannts too offferr hiim aa cuup oof ttea, buut tthe passsenngerr waantss a glaass of appple juiice inssteaad.4. A passsenngerr waantss heer ffruiit ssalaad wwithh Frrencch ddresssinng, acttuallly theere is onlly TThouusannd IIslaand dreessiing on boaard.Pleeasee exxplaain to herr annd ssetttle thee prrobllem.注：1. 打为每个个乘务组组的乘务务长，负负责整个个乘务组组的协调调和沟通通，组织织本乘务务组全体体成员做做好团队队协作各各项工作作。2. 2-6号位位乘务员员由乘务长长或者团团队协商商自行分分配，但但是尽量量平均每每个成员员的参与与度，争争取大家家都能得得到锻炼炼机会。7人组一位同学担任乘客角色。3. 各组乘客扮扮演者，请组与组之间自行协调，（最好是同一批考试时间内其他组成员扮演乘客）确保客舱内有7名乘客即可。扮演特殊旅客的同学要配合好，准备好特殊旅客与乘务员间的对话。4. 按照详细工工作流程程，整个个餐饮过过程中涉涉及以下下几个广广播词，请请负责播播报广播播词的乘乘务长和和2号乘乘务员熟熟悉广播播词内容容，顺利利播报广广播词。情境表演中可能用到的机上广播词附后：5. 评分将以小小组形式式进行，在在小组团团队分基基础上结结合每人人表现上上下加减减分（每每人表现现包括职职业形象象、现场场表现、英英语会话话等多方方面）。下下一组扮扮演特殊殊旅客的的同学酌酌情加分分。英文广播词词1) 起飞飞前提醒醒Remmindder (beeforre ttakee-offf)Ladiees aand Genntleemenn:As wee arre aabouut tto ttakee offf, pleeasee maake surre tthatt yoour seaat bbeltt iss seecurrelyy faasteenedd. Plleasse sstoww yoour traay ttablle, foootrrestt annd pput up thee wiindoow sshaddes. Pleassenootetthatt ellecttronnic equuipmmentt wiith traansmmisssionn deevicces is proohibbiteed iin tthe airrcraaft. AAll othher eleectrroniic ddeviicess suuch as lapptopp, CDD pllayeer mmustt bee offf dduriing takke-ooff. Thankk yoou!2)航线广广播（ Inttrodducttionn too Fllighht）Ladiees aand genntleemenn:Our pplanne hhas lefft HHanggzhoou ffor Beiijinng. On thiis aair rouute, wee wiill be passsinng ooverr thhe pprovvincces of Zheejiaang, Jiianggsu, Shhanggdonng, Hebbei, thhe ccitiies of Hanngzhhou, Shhangghaii, NNanjjingg, TTiannjinng aand well crooss thee Grrantt Caanall, YYanggzi Rivver, Yeelloow RRiveer aand thee Taaishhan Mouuntaain.This plaane is a BBoeiing 7377-8000. It cann caarryy 1667 ppasssenggerss. TThe reaadinng llighht aand calll bbuttton aree abbovee yoour heaad. Toiiletts aare loccateed iin tthe froont andd thhe rrearr paart of thee caabinn. PPleaase do nott smmokee inn thhe ttoilletss annd ccabiin.Welll bee seerviingbbeveeragges andd luunchh onn thhis rouute.For ffligght saffetyy, ppleaase do nott smmokee annd ddo nnot opeen tthe lugggagge ccompparttmennt aabovve yyourr heead durringg tuurbuulennce, taakinng ooff, taaxiiing, deesceendiing andd laandiing.We hoope youu wiill enjjoy thee fllighht! Thaank youu.3) 供餐餐广播MMeall SeerviiceLadiees aand genntleemenn:We wiill sooon bbe sservvingg luunchh annd bbeveeragges. Plleasse pput dowwn tthe tabble in froont of youu. SSeatt baackss shhoulld bbe rretuurneed tto tthe uprrighht pposiitioon. Thoose passsenngerrs, whoo reequeesteed sspecciall meealss, ppleaase preess youur ccalll buuttoon tto iidenntiffy yyourrsellf. Youu arre wwelccomee too taake youur cchoiice. Thankk yoou !4) 飞越越河流和和山脉 ² Ladiees aand genntleemenn:We arre fflyiing oveer tthe YanngziiRivver. YaangzziRiiverr iss thhe llonggestt riiverr inn Chhinaa. IIt hhas thee tootall leengtth oof 663800km andd haas tthe tottal draainaage areea oof 11 miilliion 8000 thhoussandds ssquaare km.Thankk yoou.² Ladiees aand genntleemenn:We arre fflyiing oveer tthe TaiishaanMoounttainn. TaaishhanMMounntaiin llocaatess inn thhe eeastt off Shhanggdonng pprovvincce. Thee hiigheest peaak oof TTaisshann Moounttainn iss caalleed YYuhuuanggPeaak, whiich is 15445 mmeteers higgh.Thankk yoou.² Ladiees aand genntleemenn:We arre fflyiing oveer tthe Yellloww Riiverr. Yeelloow RRiveer hhas thee tootall leengtth oof 554644km andd haas aa drrainnagee arrea of 7500 thhoussandds ssquaare km.Thankk yoou.5) 下降降广播 Befforee LaandiingLadiees aand Genntleemenn:Welll bee laandiing at BeiijinngCaapittalIInteernaatioonallAirrporrt iin aabouut 220 mminuutess. NNow we havve sstarrtedd ouur ddesccentt. SSo ppleaase fasstenn yoour seaat bbeltt annd sstoww yoour traay ttablle aand foootreest. PPleaase keeep yyourr seeat bacck iin uupriightt poosittionn annd pput up thee wiindoow sshadde.Electtronnic devvicees mmay intterfferee wiith thee naaviggatiion sysstemm, ppleaase makke ssuree thhey aree tuurneed ooff.Thankk yoou! 民航与旅旅游分院院乘务英语课课程组2011-6-1013