Part 1　Urban Rail Transit Passenger Service 城市轨道交通客运服务

Unit 1　Formal Reception English　日常接待用语

项目描述

本项目主要对城市轨道交通客运服务过程中所遇到的日常接待用语进行介绍，包括问候与介绍，感谢与致歉，方位指引及提供帮助等接待用语。通过本章的学习，学生应能熟练地掌握一些常见的接待服务用语，能够顺利地接待国外乘客并灵活运用英语进行日常接待服务。

学习目标

1.知识目标

（1）了解并掌握城市轨道交通行业相关的词汇、专业术语及缩略语（如城市轨道交通线路、服务项目、岗位名称、相关设备名称、各种专业缩略语等）。

（2）熟悉城市轨道交通客运服务日常接待服务用语相关的功能句型（问候与介绍，感谢与致歉，方位指引及提供帮助等日常接待用语），将基础英语对话与城市轨道交通行业专业术语和接待服务专业知识相结合。

2.能力目标

（1）能够掌握英语交流技能、语法及城市轨道交通客运服务日常接待服务用语常用句型，灵活表达一些常见的接待服务和乘客日常事务服务英语。

（2）通过本项目的学习，能够熟练地运用英语与外国乘客交流，了解并掌握外国乘客的疑问，并给予适当的反馈和帮助，从而达到更好地为外国乘客服务的目的。

Task 1.1　Greeting and Introduction　问候与介绍

1.1.1　任务内容

1.学习并掌握与问候和介绍相关的专业词汇及术语、功能句型。

2.学习并掌握与问候和介绍相关的英语对话表达。

1.1.2　任务要求

1.掌握问候与介绍的相关词汇和惯用句型。

2.能够熟练地将轨道交通客运日常接待用语与专业知识相结合，灵活掌握问候与介绍情境下的相关英语对话。

1.1.3　必备知识

1. Words and Phrases

introduce ['intrə'dju：s]v.　介绍

Olympic Centre　奥体中心

Welcome to…　欢迎来到……

Let me introduce…to you　让我来给你介绍……

This is…　这是……

See you！　再见！

Long time no see!　好久不见！

Great to see you again!　很高兴又见到你！

How are you doing these years?　这些年你好吗?

How are you?　你怎么样？

IIt’s my honor.　这是我的荣幸

looking forward to　盼望着去做……

Nice to meet you.　很高兴见到你。

Nice to meet you，too.　见到你我也很高兴。

This way，please.　这边请。

2.Useful Expressions

（1）I didn’t expect to see you here.

没想到在这儿能见到你！

（2）It has been two years since we met with each other last time.

我们已经五年没有见面了！

（3）I’m looking forward to meeting you. I’ve heard a lot about you from Tom.

一直盼望着能见到你，我总听汤姆提起你。

（4）Hope you enjoy your stay here!

希望你们玩得高兴！

1.1.4　任务实施

1.Situation

Li Lei met his foreign friend named Tom when he is working in the station. Tom introduces Peter to him, who comes to Shenyang for the first time.

2.Dialogue

Note:　T—Tom　L—Li Lei　P—Peter

T:Hi, Li lei! Long time no see! Great to see you again!

L:Hi, Tom! I didn’t expect to see you here. It has been five years since we met with each other last time. How are you doing these days?

T：Fine，thank you.How are you？

L：I’m fine，too.

T:Let me introduce my friend to you. This is Mark. This is his first time to Shenyang. Mark, this is Li Lei, the station master of Shenyang Metro Line 1.

L:Nice to meet you. Welcome to Shenyang!

P:Nice to meet you, too. I’m looking forward to meeting you. I’ve heard a lot about you from Tom.

L:Really? It’s my honor. Where are you going?

T:Olympic Centre. How should we get there?

L:You should take Line 1 to Qingniandajie Station, and transfer to Line 2. This way, please.

T&P：Thankyouverymuch！

（5minuteslater，they arrived at the platform.Then，here comes the train.）

L：Mind the gap，please.Hope you enjoy your stay here！Seeyou！

T&P：See you！

Task 1.2　Thanks and Apologies　感谢与致歉

1.2.1　任务内容

1.学习并掌握与感谢和致歉相关的专业词汇及术语、功能句型。

2.学习并掌握与感谢和致歉相关的英语对话表达。

1.2.2　任务要求

1.掌握与感谢和致歉相关的词汇和惯用句型。

2.能够熟练地将轨道交通客运日常接待用语与专业知识相结合，灵活掌握与感谢和致歉相关的英语对话。

1.2.3　必备知识

1.Words and Phrases

unavailable [ˌʌnəˈveɪləbl] adj.　无法利用的

check [tʃek] v.　检查，核对

Ticket Vending Machine　自动售票机

just now　刚刚

That’s all right！　没关系！

Don’t mention it.　不用谢。

2.Useful Expressions

（1）We must apologize for any inconvenience it may have caused you.

很抱歉给您带来不便。

（2）Thank yo for your help.

谢谢你的帮助。

（3）I’m really sorry to have kept you waiting.

真的很抱歉让您久等了。

（4）We hope we didn’t cause you too much trouble.

我们希望没给您带来太多的麻烦。

（5）Please accept our apologies for our oversight.

请接受我们的歉意。

（6）We’re sorry for the inconvenience again.

再次抱歉给你带来不便。

（7）I really appreciate your kind help.

我真的很感谢您的热心帮助。

（8）I’m glad I could give you a hand.

非常高兴能帮助到您。

1.2.4　任务实施

1.Situation

Due to an unavailable ticket bought from a Ticket Vending Machine just now, a passenger asks a staff for a help.

2.Dialogue

Notes：P—Passengers　　S—StationStaff

S：What can I do for you, sir?

P：I’m afraid the ticket is unavailable, which is bought from this Ticket Vending Machine just now.

S：Let me check it for you. I’m sorry that there is something wrong with the computer system. We must apologize for any inconvenience it may have caused you. I’ll go to the Ticket Office and change a new one for you. Please wait for a moment. I’ll be back as soon as possible.

P：All right. Thank you for your help.

(5 minutes later, the staff comes back with a new ticket.)

S：I’m really sorry to have kept you waiting. Keep your ticket, please. We hope we didn’t cause you too much trouble. We’re sorry for the inconvenience again. Please accept our apologies for our oversight.

P：Forget it. I really appreciate your kind help.

S：Don’t mention it. I’m glad I could give you a hand.

Task 1.3　Guidance　引导提示

1.3.1　任务内容

1.学习并掌握与引导提示相关的专业词汇及术语、功能句型。

2.学习并掌握与引导提示相关的英语对话表达。

1.3.2　任务要求

1.掌握与引导提示相关的词汇和惯用句型。

2.能够熟练将轨道交通客运日常接待用语与专业知识相结合，灵活掌握与引导提示相关的英语对话。

1.3.3　必备知识

1.Words and Phrases

permit [pəˈmɪt] v.　允许

overhead [ˌəʊvəˈhed] adv.　头顶上

additional [ə'diʃənl] adj.　额外的

purchase ['pə：tʃəs] v.　购买

elevator ['eliveitə] n.　电梯

on the opposite　在对面

This way，please.　请这边走。

2.Useful Expressions

（1）Smoking is not permitted in the stations or on the trains.

站内和车厢内都禁止吸烟。

（2）Please queue at the Ticket Office downstairs.

请在楼下的售票处排队买票。

（3）Let me show you the way.

我来给您指路。

（4）Thank you for your cooperation.

非常感谢您的帮助。

（5）Thank you for your cooperation.

谢谢配合。

1.3.4　任务实施

1.Situation

A subway station staff guides a passenger to buy a ticket, and gives some suggestions to him..

2.Dialogue

Notes：P—Passengers　　S—Station Staff

S：Excuse me, sir! Smoking is not permitted in the stations or on the trains. Thank you for your cooperation.

P：Sorry, I didn’t know. Would you tell me where should I buy a ticket?

S：Please queue at the Ticket Office downstairs. Of course, you could use Ticket Vending Machine as well.

P：How could I get there?

S：Go down stairs and walk straight until you see an arrow sign overhead. Turn left and go ahead, you’ll find Ticket Office at your left side. The Ticket Vending Machine is on the opposite.

P：OK. I see. Thank you.

S：By the way, I’m afraid that your luggage is too big that one additional same ticket should be purchased for. You’d better to weight your luggage before buying your ticket.

P：Well, where is the elevator?

S：Letmeshowyoutheway.Thisway，please.

P：Thank you very much.

Task 1.4　Saying Goodbye　道别

1.4.1　任务内容

1.学习并掌握与道别相关的专业词汇及术语、功能句型。

2.学习并掌握与道别相关的英语对话表达。

1.4.2　任务要求

1.掌握与道别相关的词汇和惯用句型。

2.能够熟练将轨道交通客运日常接待用语与专业知识相结合，灵活掌握与道别相关的英语对话。

1.4.3　必备知识

1.Words and Phrases

See you　再会

say goodbye to…　和……说再见

Take care /Take care of yourself.　保重。

keep in touch　保持联络

2.Useful Expressions

（1）We’d like to say goodbye to you.

要和你说再见了。

（2）Hope to see you again.

期待下一次见面。

（3）Please give my regards to your family.

请代我向你家人问好。

（4）I’ll look forward to seeing you soon.

期待下一次见面。

（5）I’m glad to have seen you.

很高兴能认识你。

（6）We’ll really have to get on my way.

我们要走了。

（7）Have a pleasant journey.

旅途愉快！

1.4.4　任务实施

1.Situation

Tom and Peter will go back to their country. They are going to take subway to airport, and say goodbye to Li Lei in the subway station.

2.Dialogue

Notes：T—Tom　L—LiLei　P—Peter

T：Hi, Li Lei. We’d like to say goodbye to you. We’ll go back to our country.

L：When will you go?

T：We’ll take subway to Airport for a while.

L：Take care of yourselves. Please give my regards to your family, Tom. Let’s keep in touch. I’ll look forward to seeing you soon.

L：I’m glad to have seen you, Peter. Hope to see you again.

P：II’m glad to have seen you, too. Li Lei, many thanks for your help in Shenyang.

L：Don’t mention it. Welcome to Shenyang in anytime you like.

(The train is coming.)

T：Well, we’ll really have to get on my way.

L：Take care. Have a pleasant journey. See you!

T&P：Seeyou！

　复习思考题

1.Practice in class

Sum up expressions about “thanks”, “sorry” and “Goodbye” in this chapter as more as possible.

2.Role Play

Make sure your team includes 3-4 persons. Suppose there are a staff and several passengers in the subway station. Work with your partner to create a role play in concourse by using the knowledge learnt in this chapter, according to the given situation.

Situation 1

Suppose your partner is a passenger from America. He/She wants to get to Shenyangbei Railway Station from zhongjie. You should help him/her to find his/her way by using formal reception English.

Situation 2

Suppose you are a subway station staff, and you should introduce your station master to a foreign passenger by using formal reception English.