民航英语dialogue.ppt

Learning objective By the end of this training course, you will be able to… Communicate with passengers more effectively with the use of professional dialogue complemented with appropriate intonation and body language. Contents Demonstrate what is professional dialogue Positive dialogue vs common dialogue Practice on professional dialogue with appropriate intonation body language Role play Q A A. If a passenger approaches you and say... B. When offering suggestions... C. When delivering a negative reply... D. When arguing excess baggage charges... Lounge reception Due to passenger’s travel class has been wrongly booked, asking him / her to standby Crew escorting PIR handling A. When passenger ask for any chance of upgrading to a higher class Excuse me, there should be a message saying that I’ve been upgraded to business class. What should you say? There SHOULD be an upgrade message for me. I’ve talked to one of your staff earlier and she said it’s okay. What should you say? Just put me in business class, will you? What should you say? I’m your frequent traveler and this is my gold card, you SHOULD upgrade me whenever I travel. What should you say? Thank you for your help. What should you say? B. Retrieving overweight hand carry at boarding gate How should you inform the passenger? What?! I always carry the same hand luggage with the same weight, you never ask me to check it in why do I have to check-in this time? Why me? Are I being discriminated or what? What should you say? C. Asking passenger to be downgraded voluntarily How should you inform the passenger? What?! Oh no!! How can this be happening?? What shall I do then?? What should you say? D. Passenger asking for a lounge location Excuse me, can you tell me where the Air France lounge is? What should you say? Is it open now? What should you say? At baggage reclaim belt... Hello, Sir. Can I help you? Good afternoon Sir. How may I help you? OR Excuse me Sir. I’ve noticed that you