期末乘务英语听说考核方案最新(615)

110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2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。3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。4FlightInformationAircraftB737-800航班信息Hangzhou——BeijingFlightnumberCA1501Destination:BeijingCapitalInternationalAirportDeparturetime1030Arrivaltime1240PAXnumber:7BeveragesandDrinks:Cola,Sprite,OrangeJuice,AppleJuiceandMineralwater(ColdDrinks)/Tea,Coffee(HotDrinks)MainCourse:4ChickenRice,3RoastbeefriceDessert:freshfruitsaladandicecreamSituation:Group1:（谢琳组）1.Apassengerissmokinginthecabinbeforetake-off.Howdoyoustophim?2.Apassengerwantstoreadacopyoflocalnewspaper.3.Oneofthepassengersisthirstyandasksforsomethingtodrinkandyoulistseveralkindsofdrinksonboardforhimtochoose.4.AmotherwithinfantasksCAstopreparesomemilkforherbaby.Group2:（卢敏朱组）1.Theplaneisgoingtotakeoff.Butapassengerwantstogotothe5lavatory.Whatwouldyousaytohim?2.Apassengerwantstoreadanin-flightmagazine.3.ApassengerwantsaginandtonicwhichisnotavailableonEconomyClass.Explaintohimandofferbeertohim.4.ThereisaspecialpassengerorderedVGMLinadvance,pleaseidentityherthenintroduceandofferVGMLtoher.Group3:（何盛兰组）1.Apassengerreclineshisseatbackassoonashegetsonboard.Buthedoesnotknowhowtoreturnittotheuprightpositionbeforetake-off.Howdoyouhelphim?2.ApassengerwantstoreadNewYorkTimeswhichisn’tavailableonboard.3.Amancomplainshehasn’tbeenservedanydrinks.Thefactisthathewassleepingwhileyouserved.Pleaseexplaintohimandofferdrinkstohim.4.Anoldladywantssomecongeebecauseshehasnoappetitetoday,butthereisnocongeeonboard,pleaseexplaintohimandofferotherthingasthealternative.Group4:（胡碟组）1.Apassengerisusinghismobilephonepriortotake-off.Howdoyoustophim?2.ApassengerwantstoreadacopyofChinaDaily.63.ApassengerwantsmoreRoastbeefrice,butactuallythereisnomoreroastbeefleftinthegalley.4.ApassengertellstheCASthatsheisallergictoeggswhenyouareservinglunch,whatshouldCAsdo?Group5:（吴梦娜组）1.Apassengerwithababydoesn’tknowhowtofastenherseatbelt.Whatwouldyousaytohelpher?2.ApassengerwantstoreadacopyofFinancialTimes.3.Ayoungladyasksdessertaftermaincourse,andyouintroducedesserttoher.4.ApassengerwantsaMOML,buthedidn’torderitinadvance,pleasegivehimsomethingelseasthealternative.Group6:（张露莹组）1.Apassengerputsherbaggageneartheemergencyexitbeforetake-off.Stopherandexplaintothispassenger.2.ApassengerwantstoreadPhoenixWeeklywhichisn’tavailableonboard.3.Aladyhasaskedmanytimesforacupoftea,butshehasn’tgotit.Explaintothisirritatedpassengerandsettletheproblem.4.ApassengerorderaKOML,pleaseofferittohim.Group7：（雷献君组）1.Apassengerclosesthewindowshadebeforetake-off.Explainto7thispassenger.2.Apassengerlooksbored,aCAoffershimsomethingtoreadandgiveabriefintroductionofdifferentnewspapersandin-flightmagazinesyouhaveonboard.3.Youareservingacouple.Thewifeasksforacupofplaincoffeewhilethehusbandasksforsomebeerwhichhasrunout.Yousuggestthemhavingsometeainstead.4.Apassengerasksalowcaloriemealbecausesheislosingweight,pleasegivehersomethingasthebestalternative.Group8；（范昕昕组）1.Apassengerputsdownthetraytablebeforetake-off.Stopherandexplaintothispassenger.2.ApassengerwantstoreadtheCAACin-flightmagazine.3.Therearenohotdrinksonboardbecausethewatersystemisoutoforder.Pleaseexplaintoapassengerwhoaskshotteaandgivehersomethingelseasalternative.4.ApassengerorderaHNML,pleaseidentityherthenintroduceandofferHNMLtohim.Group9：（张灿莲组）1.Apassengerforgetstofastenherseatbeltbeforetake-off.Pleaseremindher.2.ApassengerwantstoreadacopyofFrenchnewspaperwhichisn’t8availableonboard.3.Apassengerseemsrestless,aCAwantstoofferhimacupoftea,butthepassengerwantsaglassofapplejuiceinstead.4.ApassengerwantsherfruitsaladwithFrenchdressing,actuallythereisonlyThousandIslanddressingonboard.Pleaseexplaintoherandsettletheproblem.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