民航乘务员与安全员专业英语_Managing_Disruptive_Passengers_Unit_6_Complaints_and_Disruptive_Passengers_Topic_2_Managing_Disruptive_Passengers.pptxVIP

空中乘务专业教学资源库;Unit 6 Complaints and Disruptive PassengersTopic 2 Managing Disruptive Passengers ; Language Focus  乘客干扰民航安全的行为包括以下两大类：可能危及飞行安全的行为：当面威胁或电话威胁劫炸机；未经许可进入驾驶舱、企图打开驾驶舱门；违反规定不听机组劝阻；在客舱洗手间内吸烟；殴打机组或威胁伤害他人；谎报险情、危及飞行安全；未经允许使用电于设备；偷盗或者故意损坏救生设备；违反规定开启机上应急救生设备。扰乱秩序行为：寻衅滋手、殴打乘客；酗酒滋事；性骚扰；破坏公共秩序：偷盗机上物揣、设备；在禁烟区吸烟；冲击机场、强行登占航空器等。应对这类事件时，乘务员应根据事态的发展执行相应的对策，比如汇报乘务长、通知安全员等。问题恶化的情况下，机长应被告知，机长会对整个局面判断后决定对策。如有必要，机长会联络地面安全部门，待飞机着陆后，由公安部门介入事件的处理。;Dialogues Dialogue One;CA: For all the passengers’ safety, passengers are not allowed to enter the cockpit under any circumstances. PAX: All the passengers will be not safe if you refuse to provide red wine. (The man stands up and yelled at the flight attendant, so the flight attendant is talking with purser on the intercom.) CA: Purser, I meet a very serious problem here. A passenger in the first class seems drunk and keeps saying some threatening words. PS: You try to comfort him and I’ll ask the air marshal to assist you. CA: Sir, calm down. Our purser is coming. If you have any question, she’ll help you. PAX: Please listen carefully. I- want-to see-the-captain. It is not the purser.. CA: Sir, This is your water. Please calm down.;(The man wants to assault the flight attendant with his glass. An air marshal comes to stop him.) MA: Sir. You are drunk. Please keep calm. If you continue behave unruly, I have to restrain you. PAX: Who do you think you are? (The passenger assaults the air marshal in his face. Other passengers who try to stopping him are hurt by him. The situation is out of control.) PS: I’ll inform the captain of this incident immediately. Brian, try your best to control the situation. MA: All right. I’ll try my best.;(One minute later, captain makes an announcement. May I have your attention please? This is your captain speaking. We’ll fly back to Shanghai Hongqiao International Airport due to a disruptive passenger. I am sorry for the inconvenience. Thank you for your understanding and cooperation.) PS: Li