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PS1：
在整个航班中，乘务长负责全组协调需要进行机上广播（包括航线介绍，餐食服务广播等），特殊情况的处理。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 1
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,特殊旅客服务，和SS5收餐，供应餐后水。
4号乘务员职责（SS4）：
负责后厨房饮料准备，负责收杯子，和SS6负责送餐中水
5号乘务员职责（SS5）：
负责后厨房餐食准备，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况
最后，当所有的学生轮流考核完成后，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回后厨房准备冷饮车（餐前水），
SS5在后厨房准备餐食。
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，
此时，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特殊旅客服务（特殊餐食） 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）送餐结束后，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，处理特殊意外情况。 7）餐中水供应结束后，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。
流程结束。
Flight Information Aircraft B737-800 航班信息
Hangzhou —— Beijing
Flight number CA1501
Destination: Beijing Capital International Airport
Departure time 1030
Arrival time 1240 PAX number: 7
Beverages and Drinks: Cola, Sprite, Orange Juice, Apple Juice and Mineral water (Cold Drinks)/ Tea, Coffee (Hot Drinks) Main Course: 4 Chicken Rice, 3 Roast beef rice Deert: fresh fruit salad and ice cream Situation: Group1: （谢琳组）
1.A paenger is smoking in the cabin before take-off.How do you stop him? 2.A paenger wants to read a copy of local newspaper.3.One of the paengers is thirsty and asks for something to drink and you list several kinds of drinks on board for him to choose.4. A mother with infant asks CAs to prepare some milk for her baby.
Group 2: （卢敏朱组）
1.The plane is going to take off.But a paenger wants to go to the
lavatory.What would you say to him? 2.A paenger wants to read an in-flight magazine.
3.
A paenger wants a gin and tonic which is not available on Economy Cla.Explain to him and offer beer to him.4.There is a special paenger ordered VGML in advance, please identity her then introduce and offer VGML to her.Group 3: （何盛兰组）
1.A paenger reclines his seat back as soon as he gets on board.But he does not know how to return it to the upright position before take-off.How do you help him?
2.A paenger wants to read New York Times which isn’t available on board.3.A man complains he hasn’t been served any drinks.The fact is that he was sleeping while you served.Please explain to him and offer drinks to him.4.An old lady wants some congee because she has no appetite today, but there is no congee on board, please explain to him and offer other thing as the alternative.Group 4: （胡碟组）
1.A paenger is using his mobile phone prior to take-off.How do you stop him?
2.A paenger wants to read a copy of China Daily.
3.A paenger wants more Roast beef rice, but actually there is no more roast beef left in the galley.
4.A paenger tells the CAS that she is allergic to eggs when you are serving lunch, what should CAs do? Group 5: （吴梦娜组）
1.A paenger with a baby doesn’t know how to fasten her seat belt.What would you say to help her? 2.A paenger wants to read a copy of Financial Times.
3.A young lady asks deert after main course, and you introduce deert to her.4.A paenger wants a MOML, but he didn’t order it in advance, please give him something else as the alternative.Group 6: （张露莹组）
1.A paenger puts her baggage near the emergency exit before take-off.Stop her and explain to this paenger.2.A paenger wants to read Phoenix Weekly which isn’t available on board.3.A lady has asked many times for a cup of tea, but she hasn’t got it.Explain to this irritated paenger and settle the problem.4.A paenger order a KOML, please offer it to him.Group 7：（雷献君组）
1.A paenger closes the window shade before take-off.Explain to
this paenger.2.A paenger looks bored, a CA offers him something to read and give a brief introduction of different newspapers and in-flight magazines you have on board.3.You are serving a couple.The wife asks for a cup of plain coffee while the husband asks for some beer which has run out.You suggest them having some tea instead.4.A paenger asks a low calorie meal because she is losing weight, please give her something as the best alternative.Group 8；（范昕昕组）
1.A paenger puts down the tray table before take-off.Stop her and explain to this paenger.2.A paenger wants to read the CAAC in-flight magazine.
3.There are no hot drinks on board because the water system is out of order.Please explain to a paenger who asks hot tea and give her something else as alternative.4.A paenger order a HNML, please identity her then introduce and offer HNML to him. Group 9：（张灿莲组）
1.A paenger forgets to fasten her seat belt before take-off.Please remind her.2.A paenger wants to read a copy of French newspaper which isn’t
available on board.3.A paenger seems restle, a CA wants to offer him a cup of tea, but the paenger wants a gla of apple juice instead.4.A paenger wants her fruit salad with French dreing, actually there is only Thousand Island dreing on board.Please explain to her and settle the problem.
注：
1.打★为每个乘务组的乘务长，负责整个乘务组的协调和沟通，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，但是尽量平均每个成员的参与度，争取大家都能得到锻炼机会。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）。下一组扮演特殊旅客的同学酌情加分。
英文广播词
1) 起飞前提醒Reminder (before take-off)
Ladies and Gentlemen: As we are about to take off, please make sure that your seat belt is securely fastened.Please stow your tray table, footrest and put up the window shades.
Please note that electronic equipment with transmiion devices is prohibited in the aircraft. All other electronic devices such as laptop, CD player must be off during take-off. Thank you!
2)航线广播（ Introduction to Flight） Ladies and gentlemen: Our plane has left Hangzhou for Beijing.On this air route, we will be paing over the provinces of Zhejiang, Jiangsu, Shangdong, Hebei, the cities of Hangzhou, Shanghai, Nanjing, Tianjing and we’ll cro the Grant Canal, Yangzi River, Yellow River and the Taishan Mountain.This plane is a Boeing 737-800.It can carry 167 paengers.The reading light and call button are above your head.Toilets are located in the front and the rear part of the cabin.Please do not smoke in the toilets and cabin.
We’ll be serving beverages and lunch on this route.For flight safety, please do not smoke and do not open the luggage compartment above your head during turbulence, taking off, taxiing, descending and landing.We hope you will enjoy the flight! Thank you.3) 供餐广播Meal Service Ladies and gentlemen: We will soon be serving lunch and beverages.Please put down the table in front of you.Seat backs should be returned to the upright position.Those paengers, who requested special meals, please pre your call button to identify yourself.You are welcome to take your choice. Thank you ! 4) 飞越河流和山脉
Ladies and gentlemen: We are flying over the Yangzi River.Yangzi River is the longest river in China.It has the total length of 6380km and has the total drainage area of 1 million 800 thousands square km.Thank you. Ladies and gentlemen: We are flying over the Taishan Mountain.Taishan Mountain locates in the east of Shangdong province.The highest peak of Taishan
Mountain is called Yuhuang Peak, which is 1545 meters high.Thank you. Ladies and gentlemen: We are flying over the Yellow River.Yellow River has the total length of 5464km and has a drainage area of 750 thousands square km.Thank you.5) 下降广播 Before Landing Ladies and Gentlemen: We’ll be landing at Beijing Capital International Airport in about 20 minutes.Now we have started our descent.So please fasten your seat belt and stow your tray table and footrest. Please keep your seat back in upright position and put up the window shade.Electronic devices may interfere with the navigation system, please make sure they are turned off.Thank you!
民航与旅游分院 乘务英语课程组
2011-6-10 11
