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PPT coursewarefor CivilAviation Service English•Overview of Civil Aviation Services•Basic knowledgeof civil aviationcontentsservice English•The Applicationof Englishin Civil目录AviationServiceProcesses•Case AnalysisofCivil AviationService Englishcontents•Civil AviationService EnglishTrainingand Enhancement目录•The DevelopmentTrends of FutureCivil AviationService English01Overview ofCivil AviationServicesThedefinition andcharacteristics ofcivil aviationservicesDefinitionCivil aviation servicesrefer to the rangeof servicesprovided bythe aviation industry tomeet the transportation and travelneeds of passengers andcargo Theseservices includeflightoperations,airport services,aviation safetyregulation,and moreCharacteristicsCivilaviation servicesare characterizedby theirhigh standards,rigorous organization,andstring safetyrequirements Theyaim toprovide efficiency,safety,and convenienttransportationservices tomeettheneeds ofsociety andthe economyTheImportance ofCivil AviationServicesEconomic ImpactSafety andSecurityCivil aviation services playa vitalCivilaviationservices alsoensure therolein promotingeconomic safety and securityof passengersanddevelopment andtrade Theyconnect VScargo duringtransportation Theremoteareas withmajor citiesand aviation industry hasestablishedfacilitate thetransportation ofgoods strictsafety regulationsandand people,which promotesstandards tominimize risksandeconomic growthand socialprogress ensurethe smoothoperation offlightsTheHistory andDevelopment ofCivil AviationServicesEarlyDays ModernDevelopmentThe earlyhistory ofcivil aviationservices BeganIn recentdecades,the civil aviationindustryhasin the19th centurywith thefirst successfulexperienced rapidgrowth,with increasingmannedflight bythe Wrightbrothers in1903numbers ofairports,airlines,and flightsHowever,commercial aviationservices didnot connectingmore countriesand regionsaroundtake offuntil the1930s with the development of theworld Thisgrowth hasbeen supportedbypassenger airlinesand airportstechnological advancementsin aircraftdesign,airtraffic controlsystems,and airportfacilities02Basic knowledgeof civilaviationservice EnglishEnglishvocabulary for civil aviationservicesAirport facilitiesvocabulary Aircrafttype vocabularysuch as boarding gates,security checksuch asBoeing,Airbus,helicopters,etc.areas,baggage claimareas,etc.Flight informationAviation terminologyvocabularyvocabularysuch asdeparture time,landing time,such asairspace,route,altitude,etc.delay,etc.Common expressionsin civil aviation serviceEnglish01020304Safety reminder:such asWelcometo ourairline Boardinginstructions:such Thankyou forflying withPleaseensure yourasPlease takeyour seatus todayseatbackis in the rightandfast yourseatbelt.position.English communication skills forcivil aviationservicesClearand Poleand ActiveAdaptabilitydecide professionallisteninglanguage toneUsesimple languageand Speakin apole andListen carefullyto Beable toadapt toavoidtechnical jargonto professionalmanual toattendees questionsor differentsituations andensureattendees maintaina positiveimage concernsand responsecommunicate effectivelyunderstandinstructions ofthe airlineand createa promptlyand effectivelywith diversegroups ofandinformation clearlycomfortable atmospherepeople,including thoseforpassersby whomay havelimitedEnglish proficiency03The Applicationof EnglishinCivil AviationServiceProcessesThe English expression ofairport reception andsecurity checkSummary Detailed descriptionAccurateexpression AccurateEnglishexpressionis crucialforensuring theaccuracy andfluency of informationtransmission during airport receptionand securitychecks.This includesclearly conveyingflightinformation,boardinggateinstructions,luggagecheck-in regulations,etc.,as wellas answeringpassengersquestions correctly.The Englishexpression ofairport receptionandsecurity checkSummaryProfessionalterminologyDetailed descriptionDuringairport receptionand security checks,using professionalterminologycan reflectthe professionalcompetence ofservice personneland ensuretheaccurate transmissionofinformation.For example,use boardingpass insteadofticket,carry onluggage insteadof handluggage,etc.The Englishexpression ofairport receptionandsecurity checkSummaryPolitelanguageDetailed descriptionUsingpolite languageduringairportreceptionandsecurity checkscan improveservice quality andenhance passenger satisfaction.Service personnel should useexpressions ofrespect,gratitude,andapology to demonstrate aprofessional andfriendly attitude.English communicationin cabinetservices要点一要点二SummaryDetaileddescriptionCommunication skillsGood English communicationskillsare essentialincabin service.Service personnelneed tobe able toclearly conveysafety instructions,catering services,entertainment activities,and otherinformation,andbe ableto effectivelyaddress passengerissues andneeds.English communicationin cabinetservicesSummary DetaileddescriptionAdapting todifferent accentsand languageIn cabin service,passengers maycome fromhabitsdifferent countriesand regions,with differentaccentsand languagehabits.Service personnelshould have the ability toadapt todifferentlanguage environments,understand andrespondto passengerswith differentaccentsand languagehabits.Englishcommunicationin cabinetservicesSummary DetaileddescriptionNon verbalcommunication Incabinservice,nonverbal communicationis alsoveryimportant.Service personnelshould establishgoodinteraction andcommunication withpassengersthrough smiles,eye contact,gestures,and othermeans toimprove theircomfort andsatisfaction.English responsein emergency situationsSummary DetaileddescriptionCalm ResponseIn emergency situations,it iscrucial toremaincalm andquickly respondwiththecorrect English.Service personnelshouldhavetheabilitytorespond toemergencysituations,and beabletoclearlyconvey informationsuch asemergencysituations,evacuation instructions,and calmingpassengeremotions.English responsein emergencysituationsSummaryFamiliarity withemergency proceduresDetaileddescriptionService personnelshould befamiliar withvarious emergency procedures,including butnotlimited tofire alarm,medical firstaid,loss ofpressure,etc.In emergencysituations,be abletoquickly followemergencyproceduresto ensurethe safetyofpassengers.English responsein emergencysituationsSummary DetaileddescriptionCross cultural communication Inemergencysituations,passengers maybe inastate ofpanic,and servicepersonnelshouldhavecross-culturalcommunicationskills toeffectivelycommunicate withpassengers fromdifferentcultural andlanguage backgrounds,calm theiremotions,and ensurethat theyunderstand andfollowemergency instructions.04Case Analysisof CivilAviationService EnglishSuccess Case SharingSuccess Case1A certainairline successfullyimproved customersatisfactionand loyaltyby providinghigh-qualitycustomer service.SuccessCase2An airportimproved itssecurity screeningprocess,resulting inincreased passengertraffic efficiency andsecurity satisfaction.SuccessCaseThreeA certainairline reducedflight delayrates andimprovedpassenger travelexperience byoptimizingflight scheduling.Reflection onfailed casesCaseOne ofFailureAn airportexperienced widespreadflight delaysduringpeak hours,resulting inpassenger dissatisfactionandcomplaints.Failure Case2A certainairline sufferedcustomer lossand decreasedreputationdue topoor customerservice quality.Failure casethreeThe cumbersomesecuritycheckprocess ata certainairportresulted inlow passengertraffic efficiencyanddissatisfaction.Lessons learnedfrom thecase study•Valuing customerservice quality:Airlines shouldalways payattentionto customerneeds andexperiences,and providehigh-qualitycustomer service.•Optimizing process management:Airports andairlines shouldcontinuously optimizeprocessmanagementtoimprove workefficiencyandpassengersatisfaction.•Strengthen employeetraining:Airports andairlines shouldattach importanceto employeetraining andimprovetheir professionalqualityandservice level.•Timely responseto emergencies:Airports andairlines shouldestablish comprehensiveemergency planstorespond toemergencies ina timelymanner,ensuring passengersafetyandsmooth travel.05CivilAviationServiceEnglish TrainingandEnhancementEnglish trainingmethods forcivilaviationservicesIn housetrainingConducting trainingsessions within the organization,either faceto faceoronline Thiscan includeinteractive workshops,role plays,and simulationsExternaltrainingEnrolling inexternal Englishlanguage coursesdesigned forcivil aviationpersonnelThese courses are oftencovered withspecific vocabulary and scenariosrelatedtotheindustrySelf studyProvinglearners withmaterials such as books,online resources,and videostostudy on their ownLearners canpractice their English skillsthrough self-studyand seekguidance frommentors orteachersSkills for improving Englishlistening andspeakingabilities•Active listening:Paying closeattention tothe speakerand processingtheinformation theyare communicatingThis involvesunderstandingthe mainpoints,asking clarifyingquestions,and confirmingunderstanding•Paraphrasing:Restating whatthe speakerhas saidin yourown wordsto demonstratecomprehension Italsohelps toconfirm understandingand canimprove listeningskills•Using appropriatelanguage:Using clear,simple languagethat iseasy tounderstand whenspeaking andlisteningin EnglishAvoiding complexvocabularyandlong sensescan helpcommunicate flowmore smoothly•Practicing speaking:Engaging inconversation practicewith nativeEnglish speakersor followinglearners Thiscaninclude speakingin groups,role plays,or oneon onepractice sessionsRecommendationof onlinelearning resourcesandtools•Duolingo:A popularlanguage learningwebsite and app that offersgamified learningexperiences tohelp learnerspractice theirEnglishskills•Memory:A websiteandappthat specializein memoryexercises tohelp learnersretain informationandvocabulary Itoffers coursesspecifically designedforcivilaviation English•Coursera:A wellknown onlinelearning platformthatofferscourses taughtby experiencedprofessionals in thefield ofcivilaviationEnglish Thesecoursesareoften acceptedand providecertificates uponcompletion•TED ed:A websitethat featuresengaging,educational videosonavariety oftopics,including civilaviation inEnglishLearners canwatch videos,practice listeningcomprehension,and learnnew vocabularythroughinteractive exercises06The DevelopmentTrends ofFutureCivil AviationService EnglishInternational CivilAviation OrganizationsRequirementsfor CivilAviationServiceEnglishICAO requirespilots,air trafficcontrollers,and avoidanceinspectorsto demonstrateprofessionalism inEnglish,includingboth writtenand spokecommunication skillsICAOhas publisheda setof Englishlanguage proficiencystandardsthat definethe minimumlevels ofEnglish abilityrequiredfor differentjob categoriesintheaviation industryTomeet ICAOrequirements,PPT coursewarefor Civil AviationServiceEnglishshould focuson developingstudents Englishproficiency,specifically inlistening andspeaking skillsTheDevelopment DirectionofFutureCivilAviationServiceEnglish010203In thefuture,civilaviationservice Asthe avoidanceindustry ThedevelopmentofnewEnglish willcontinue toevolve benefitsmore globalized,there technologies,such asAI poweredandimprove,with moreemphasis willbe anincreasing needfor translationdevices,will alsohaveon professionalcommunication employeestodemonstratean impactonthefuture ofcivilskills and cultural awarenessexpertise inboth Englishand aviationservice English,making itotherlanguages,specifically forpossible for employees tointernationalroutes communicatemore effectivelyacrosslanguage barriersSuggestionsforimprovingthe English proficiencyof civilaviationservices•Provide regularEnglish proficiencytraining andassessment foremployeesintheaviationindustryto ensurethey meetthe minimumstandardsset byICAO•Encourage employeesto participatein internationalexchange programsor attentionlanguage schoolstoimprove theirEnglishproficiencyandculturalawareness•Implement Englishspeaking policiesintheworkplace,suchasrequiring employeesto useEnglish duringinternationalflights orwhen dealingwith internationalclients•Provide resourcesand supportforemployeesto developtheirEnglishexpertise,suchasaccess toonlinelearning platformsor languageexchange partnersTHANKS感谢观看。