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1、民航服务英语教学大纲一、课程信息课程名称：民航服务英语课程类别：素质选修课/专业基础课课程性质：选修/必修计划学时：64计划学分：4先修课程：无选用教材：民航服务英语，吴啸骅、何蕾主编，2020年，电子工业出版社。适用专业：本课程既适合作为高等院校、职业院校空中乘务、机场运行、民航安全技术 管理等专业的教学课程，也适合供有志从事民航服务行业工作的学生参考使用。课程负责人：二、课程简介本课程分为地面服务和客舱服务两大部分，共n个学习单元和2个复习单元，主要内 容包括票务服务、值机服务、安检服务、航站楼服务、地面特殊旅客服务、不正常情况航班 运营服务、起飞前客舱服务、起飞后客舱服务、着陆前客舱服务
2、、机上特殊旅客服务及客舱 特殊情况处置。本课程内容简洁，浅显易懂，结构清晰，遵循行业内的岗位实际操作规范, 注重语言知识技能与行业知识技能的有机整合，旨在使学生在贴近实际工作的情境中，准确 地掌握和使用民航服务各环节中的专业英语用语，通过语言的大量实践，达到能够准确和熟 练运用民航服务英语进行交流的目的。三、课程教学要求序号专业毕业要求课程教学要求关联程度1工程知识包括票务服务、值机服务、安检服务、航站楼服务、地 面特殊旅客服务、不正常情况航班运营服务、起飞前客 舱服务、起飞后客舱服务、着陆前客舱服务、机上特殊 旅客服务及客舱特殊情况处置。L2问题分析随着经济全球化的加深与我国国际经济地位的不
3、断提 升，我国的民航运输业正以前所未有的速度迅猛发展。 与之配套的民航服务行业需要更多兼备专业理论知识与 职业能力的专业人才，其发展对人才水平及职业院校人 才培养提出了更高的耍求。H3设计/开发解决方案对英语语言灵活操控的能力。H4研究L5使用现代工具M6工程与社会学会将相应技术应用于实际生产和社会服务中，为社会 做出贡献。L7环境和可持续发展L8职业规范L9个人和团队学会个人发展和团队合作，提高个人和团队的综合素质。H10沟通学会进行跨文化沟通和合作，提高国际化视野和跨文化 交流能力。M11项目管理L12终身学习学会进行自我学习和自我提升，不断提高自身的专业水 平和创新能力。H、课程教学内容
4、注：“课程教学要求”栏中内容为针对该课程适用专业的专业毕业要求与相关教学要求的具 体描述。“关联程度”栏中字母表示二者关联程度。关联程度按高关联、中关联、低关联三 档分别表示为“H” 或L”。“课程教学要求”及“关联程度”中的空白栏表示该课 程与所对应的专业毕业要求条目不相关。章节名称主要内容重难点关键词学时类型1Unit 1Ticket ServiceInquiry ReservationTelephone Reservation Telephone Confirmation Refunding the Ticket Rescheduling Practice ReadingLearn ho
5、w to reserve tickets for passengers；Learn how to confirm reservations for passengers；Learn how to refund tickets for passengers；Learn how to reschedule for passengers.4理论2Unit 2Check-inA Delayed Flight Special Circumstances Inquiring about Check-in Information Check-in ServiceLuggage Check-in Servic
6、e PracticeReadingLearn how to do check-in serviceforpassengers； Learn how to do baggage checkin service for passengers； Learn how to6理论犯introduce the processofcheck-inforpassengers； Learn how to deal with some special situations.3Unit 3 Security CheckAnnouncementsChecking the PassChecking with a Han
7、dDetectorChecking Carry-on Luggage PracticeReadingLearn how to check the pass for passengers； Learn how to check with a hand detector for passengers； Learnsometermsofforbidden objects；Learn how to check carry-on luggageforpassengers.6理论4Unit 4 Service in the Terminal BuildingFound and LostGreeting a
8、t the Airport Inquiring about Flights Shopping at the Duty-free StoreInquiring about Arrival Time PracticeReadingLearn how to greet passengers at the airport； Learn how to do service at the duty-free stores；Learn how to introduce the information of flights；Learn how to serve passengers at the Found
9、and Lost.6理论5Unit 5 Special PassengersAirline Rules forUnaccompanied MinorsHow to Book UnaccompaniedMinorsLearn how to serve unaccompanied minors;6理论Checking in for Unaccompanied Children Checking in for Disabled Passengers (1)Checking in for Disabled Passengers (2) PracticeReadingLearn how to serve
10、 disabled passengers;Learn how to serve different passengers with special needs;Get to know some main kinds of special passengers.6Unit 6 Irregular Flight ServiceListeningMissing the FlightA Delayed FlightFlight CancellationOffering Special Service forDelayed PassengersPracticeReadingGet to know the
11、 main kinds of flight irregularitiesLearn how to offer service fordelayedpassengers； Learn how to offer help for passengers whose flights havebeencancelled； Learn how to dealwithoverbooking.6理论7Unit 7 Before TakeoffAnnouncementsKey Words and Phrases Passenger Reception Fastening Seat Belts Sitting N
12、ext to an Emergency Exit Finding Seats PracticeReadingLearn how to receive passengers; Learn how to introduce the safety demonstration items;Learn how to introduce the use of seat belts;Learn how to find seats for passengers;6理论Learn how to give the announcements of receiving and helping passengers.
13、8Unit 8 After TakeoffAnnouncementsKey Words and PhrasesDrinking ServiceMeal ServiceIn-flight EntertainmentServiceDuty-free ServiceEntry Form FillingPracticeReadingLearn how to serve meals and drinks in the cabin;Learn how to serve entertainment programs;Learn how to provide duty- free service;Learn
14、how to fill the Entry Form;Learn how to givetheannouncements of take-off.6理论9Unit 9 Arrival & LandingAnnouncementsKey Words and PhrasesTransfer ServiceSafety Check before LandingService after Landing PracticeReadingLearn how to serve transit passengers;Learn how to do thesafetycheck before landing;L
15、earn how to introduce the service after landing;Learn how to givetheannouncements of landing and filling forms.6理论10Unit 10 Special PassengersAnnouncementsService for Sick Passengers Service for Disabled PassengersLearn how to serve airsick passengers in the cabin;6理论Frequent Flyer ProgramPracticeRe
16、adingLearn how to serve disabled passengers in the cabin;Learn what is Frequent Flyer Program;Learn how to serve unaccompanied minorsandpregnant women; Learn how to givetheannouncements of some special situations.11Unit 11 Special SituationsAnnouncementsDelayed Departure ServiceTurbulenceDisputePrac
17、ticeReadingLearn how to dealwithdelayed departure;Learn how to dealwithturbulence;Learn how to dealwithdispute; Learn how to serve passengers with complaints;Learn how to givetheannouncements of some special situations.6理论五、考核要求及成绩评定序号成绩类别考核方式考核要求权重(%)备注1期末成绩期末考试考试50百分制，60分为及格2平时成绩课后作业11次40优、良、中、及格、
18、不及格3平时表现出勤情况10两次未参加课程则无法获得学分注：此表中内容为该课程的全部考核方式及其相关信息。六、学生学习建议(-)学习方法建议1 .提供了简单的复习考核单元，使学生对学习内容与知识能够更有效地掌握和理解。2 .通过每个单元最后搭配的习题，巩固知识点。3 .通过仿真的情景练习及可视化的教学手段，使学生获得在工作场景中对英语语言灵 活操控的能力。(二)学生课外阅读参考资料民航服务英语，吴啸骅、何蕾主编，2020年，电子工业出版社。七、课程改革与建设本课程在系统介绍理论知识的同时，还以“工作场景”“复习考核单元”等栏目丰富内 容。本课程最大的特点是浅显易懂，适用于不同程度的学习者,所涉及的内容为民航服务行 业从业者所应该了解的基本知识。本课程的单元设置以民航服务工作的流程为顺序，并在地 面服务和客舱服务两部分教学任务完成时分别提供了简单的复习考核单元,使学生对学习内 容与知识能够更有效地掌握和理解。平时对学生的考核内容包括出勤情况、学生的课后作业、课堂讨论等方面，占期末总评 的50%。期末考试成绩占期末总评的50%。制订人 签字：教研室主 任签字：院部负责人 签字：修订时 问：年月日