Chapter8SubwayBroadcasting

OBJECTIVESLearnthevocabulariesandsentencesofsubwaybroadcasting.Beabletoconductsubwaybroadcasting.Provideaccurateandmeticulousservicesforpassengers.KnowledgeAbilityMoralityMetroFacilities地鐵設備MetroCulture地鐵文化ComplementaryReadingListeningandSpeakingExerciseReadingandWritingWarm-upCommunicativeActivityCONTENTSWarm-upHaveyoueverpaidattentiontosubwaybroadcasting?Talktoyourclassmatesaboutthesubwaybroadcastingyouhaveheard.DialogueAHowtoBroadcastCorrectly?Activity1:Listenandguess.1.Howtobroadcastindensecrowds?____________________________________________________2.Tomaintainorder,weshouldbroadcastlikethis:____________________________________________________Yourattention,please.CrowdManagementPlansarenowinoperation.Pleasedon’twaitinsidethestation.Followthedirectionstoexit.Thankyouforyourcooperation.

Yourattention,please.Forsafetyreasons,pleaseusetheelevatorifyouhavebaggageorbulkyitems.Pleaseletpassengersexitfirstandkeepclearfromthescreendoors.Thankyouforyourcooperation.DialogueAHowtoBroadcastCorrectly?Lily:Goodmorning,Mr.Chen.Wouldyoupleasedomeafavor?Mr.Chen:Certainly.What’sthematter?Lily:Asanewbroadcaster,Ihavesomequestionstoaskyouaboutsubwaybroadcasting.Mr.Chen:Noproblem,youcanask.Lily:HowshouldIremindpassengerswhenthereismuchsubwaytraffic?Mr.Chen:Okay,inthissituation,youshouldbroadcastlikethis:“Yourattention,please.CrowdManagementPlansarenowinoperation.Pleasedon’twaitinsidethestation.Followthedirectionstoexit.Thankyouforyourcooperation.”DialogueAHowtoBroadcastCorrectly?Lily:Oh,Isee.WhatshouldIbroadcastinordertomaintainorder?Mr.Chen:Broadcastlikethis:“Yourattention,please.Forsafetyreasons,pleaseusetheelevatorifyouhavebaggageorbulkyitems.Pleaseletpassengersexitfirstandkeepclearfromthescreendoors.Thankyouforyourcooperation.”Lily:Thanksalot.Mr.Chen:Mypleasure.DialogueAHowtoBroadcastCorrectly?DialogueAHowtoBroadcastCorrectly?Activity2:Listenagainandtrytofillintheblanks.1.CrowdManagementPlansarenow________________.2.Follow________________toexit.3.Forsafetyreasons,pleaseusetheelevatorifyouhavebaggageor________________inoperationthedirectionsbulkyitemsDialogueAHowtoBroadcastCorrectly?Activity3:Workinpairs.Practicethedialoguewithyourpartner.Activity4:Roleplay.Dialoguewithgivenwords.DialogueBSubwayBroadcastingShouldbeCheerfulandClearActivity5:Thinkandanswer.1.WhatisYangMing’ssuggestionsforLilyaboutsubwaybroadcasting?____________________________________________________2.WhatisYangMingalwaysconfusedaboutinChina?____________________________________________________Hesuggeststhatthebroadcastingtonecanbemorecheerfulmakingpassengersfeelhappyandcomfortable.Sometimestheannouncementsinsubwaybroadcastingareveryobscureanddifficulttounderstand.(Broadcasting:WelcometoSubwayLine1.ThistrainisboundforSihuiDong(E).ThenextstationisSihui.Thedoorontheleftsidewillbeused.Pleasekeepclearofthedoor.Pleasegetreadyforyourarrival.)YangMing:Hi,Lily.Longtimenosee.It’samazingtomeetyouhere.Howhaveyoubeenlately?Lily:It’sokey.Andyou?IheardyouaregoingtosettleinBeijing.YangMing:Yes.IheardthatyouworkinBeijingsubway,whatisyourposition?(Broadcasting:Tokeepacleanandhealthyenvironment,donoteat,drink,smokeorlitterontrain.Thankyou.)DialogueBSubwayBroadcastingShouldbeCheerfulandClearLily:Iamasubwaybroadcaster.AsanEnglishteacher,couldyougivemesomeadviceaboutsubwaybroadcasting?YangMing:Ofcourse,it’smypleasure.Lily:It’sverykindofyou.Isthevoicebroadcastofsubwaybroadcastingtoomechanical?YangMing:Yes,there’snoemotionatall,anditsoundsverycold.Ihopethebroadcastingtonecanbemorecheerful,makingpassengersfeelhappyandcomfortable.Lily:Anythingelse?DialogueBSubwayBroadcastingShouldbeCheerfulandClearYangMing:Sometimestheannouncementsinsubwaybroadcastingareveryobscureanddifficulttounderstand.Someofthewordsaretooprofessionalanddifficulttounderstand.Ihopetheycanusesimplerandclearlanguagestomakeiteasierforpassengerstounderstand.Lily:OK,it’sagoodsuggestion.Thankyou.DialogueBSubwayBroadcastingShouldbeCheerfulandClear(Broadcasting:ThenextstationisSihuiDong(E).Pleasegetreadyforyourarrival,andmakesureyouhaveallyourbelongingswithyou.SihuiDong(E)isatransferstation.PassengersfortheBatongLine,pleasepreparetogetoff.)Thetrainstops.

(WearearrivingatSihuiDong(E).Welcometotakethislineonyournexttrip.Haveaniceday.)DialogueBSubwayBroadcastingShouldbeCheerfulandClearDialogueBSubwayBroadcastingShouldbeCheerfulandClearActivity6:Listenagainandtrytofillintheblanks.1.Thedoorontheleftsidewillbe_______.Pleasekeep______ofthedoor.2.Ihopetheycanuse_______and_______languagestotakeiteasierforpassengerstounderstand.usedclearsimplerclearDialogueBSubwayBroadcastingShouldbeCheerfulandClearActivity7:Workinpairs.Practicethedialoguewithyourpartner.Activity8:Roleplay.DialoguewithgivenwordsDialogueBSubwayBroadcastingShouldbeCheerfulandClearChooseProperWordstoFillintheBlanks1.Wouldyoupleasedomea

?(favor/fever)2.What’sthe

?(wrong/matter)3.CrowdManagementPlansarenow

operation.(at/in)4.Followthedirectionsto

.(exit/out)5.Thistrainisbound

SihuiDong(E).(for/on)6.Pleasegetreadyforyour

.(arrival/arrive)7.Pleasekeep

ofthedoor.(clean/clear)8.Makesureyouhaveallyourbelongings

you.(with/of)9.Welcometotakethisline

yournexttrip.(on/in)

ExerciseChooseProperWordstoFillintheBlanks1.Wouldyoupleasedomea

?(favor/fever)2.What’sthe

?(wrong/matter)3.CrowdManagementPlansarenow

operation.(at/in)4.Followthedirectionsto

.(exit/out)5.Thistrainisbound

SihuiDong(E).(for/on)6.Pleasegetreadyforyour

.(arrival/arrive)7.Pleasekeep

ofthedoor.(clean/clear)8.Makesureyouhaveallyourbelongings

you.(with/of)9.Welcometotakethisline

yournexttrip.(on/in)

ExerciseTranslatetheFollowingSentencesintoEnglish1.今天的列車服務已經結束，請盡快出站。2.本站正采取限流措施。3.為了您和他人的安全，請攜帶大件行李的乘客使用升降電梯。4.本次列車開往四惠東。5.請您準備下車。6.列車即將出站，請勿倚靠車門。7.列車將開啟左側車門。8.歡迎您乘坐地鐵1號線。9.請排隊下車，先下后上。10.感謝您選擇搭乘北京地鐵2號線。

ExerciseTranslatetheFollowingSentencesintoEnglishTrainservicefortodayhasended.Pleaseleavethestation.CrowdManagementPlansarenowinoperationinthestation.Forsafetyreasons,pleaseusetheelevatorifyouhavebaggageorbulkyitems.ThistrainisboundforSihuiDong(E).Pleasepreparetogetoff.Thetrainisdeparting.Pleasestandclearfromthescreendoors.Thedoorontheleftsidewillbeused.WelcometoSubwayLine1.Pleasewaitinlinewhilepassengersexitfromthetrain.ThankyouforchoosingBeijingSubwayLine2.ExerciseYourAttention,Please

“Yourattention,please.Thetrainisarriving.ThistrainisboundforSihui.Pleasemindthegapbetweenthetrainandtheplatform.Foryoursafety,pleasestandbackfromtheplatformscreendoors.Pleasemovealongtheplatformtothemiddleofthetrainforeasierboarding.Tokeepacleanandhealthyenvironment,don’tsmokeorlitterontrainsorinstations.Pleasewaitinlineandtakecareofyourchildrenandbelongingswhilepassengersexitfromthetrain.Forsafetyreasons,pleaseuseourelevatorsifyouhavebaggageorbulkyitems.Whenusingtheescalators,pleasestandfirmlyandholdthehandrail.Pleasedon’trunorwalkinthewrongdirection.Pleaseofferyourseattosomeoneinneed.Thankyouforyourcooperation.Wehopeyouhaveapleasantjourney.”

YourAttention,PleaseActivity9:Readandanswer.1.Whereisthetrainboundfor?____________________________________________________2.Canyoustandnearthescreendoorswhenyouarewaitingforatrain?____________________________________________________3.Whatshouldyoudoifyouhavebaggageorbulkyitems?____________________________________________________YourAttention,PleaseThistrainisboundforSihui.No,Ican’t.Ishouldusetheelevators.BroadcastingintheSubwayActivity10:Readandwrite(Readthefollowingparagraphsandfillintheblankswithproperwords).bounddepartsleaveslitterofferarrivaltransferpreparesidekeepclearDiscussthefollowingtopicsingroupsoffive.Topic1:Oneday,somepassengerswerestrandedontheplatformduetoapoweroutage,fearingthatthesubwaywouldbedelayedandthestationfacilitiesatthesubwaystationwouldbeunabletooperate.Ifyouareasubwaybroadcasteronduty.Howwouldyoubroadcast?Topic2:Ifyouareasubwaybroadcasteronduty,howshouldyoubroadcasttoremindpassengerstomaintainorder?Pleaseusethewordsandsentenceslearnedinthislesson.CommunicativeActivity

Asanessentialcomponentofcommutersexperience,subwayannouncersplayacriticalroleinensuringasmoothandefficienttransportationsystem.Theirclearandconciseannouncementsprovidevitalinformationtopassengers,helpingthemnavigatetheintricatewebsofundergroundnetworks.Thisarticleoutlinessomeeffectivestrategiesthatsubwayannouncerscanemploytoexcelintheirprofession.(1)Speakclearlyandaudibly

Oneoftheprimaryresponsibilitiesofasubwayannounceristoconveyinformationeffectively.Speakslowly,pronouncewordsclearly,andensurethatyourvoiceisaudiblethroughoutthestationandtrain.Awell-projectedvoiceallowspassengerstounderstandimportantupdatesanddirectionswithoutconfusionorfrustration.EffectiveStrategiesforSubwayAnnouncerstoExcelinTheirRole(2)Usestandardizedlanguage

Tomaintainconsistencyandclarity,subwayannouncersshouldadheretoastandardizedlanguagewhenmakingannouncements.Usinguniversallyunderstoodtermsandphraseshelpsavoidbarrierscausedbydifferentlanguagesordialects.Itisessentialtostrikeabalancebetweenbeinginformativeandconcisewhileavoidingexcessivejargon.(3)Providetimelyupdates

Aneffectivesubwayannouncerkeepspassengersinformedwithaccurateandtimelyupdates.Whetherit’sannouncingdelays,serviceinterruptions,orconveyingessentialsafetyinformation,ensurethatyourannouncementsareup-to-date.Insituationswheretheremaybesignificantdisruptions,beproactiveinprovidingalternativeroutesortransportationoptions.EffectiveStrategiesforSubwayAnnouncerstoExcelinTheirRole(4)Displayempathyandprofessionalism

Subwayjourneyscansometimesbestressfulorfrustratingforpassengers.Exhibitingempathyandaprofessionaldemeanorhelpbuildapositiverapportwithcommuters.Whileaddressingdelaysorinconveniences,acknowledgepassengers’concerns,offerreassurance,andprovideestimatedtimelinesforresolution.Acompassionateandcomposedapproachcangoalongwayinfosteringpassengersatisfaction.(5)Adapttochangingcircumstances

Asasubwayannouncer,youwillencountervariousunexpectedsituationssuchasemergencies,securityalerts,orcustomerserviceissues.Itiscrucialtoadaptquicklyandrespondappropriately.Inemergencyscenarios,followestablishedprotocolsforevacuationorothernecessaryactions,whilemaintainingacalmandconfidentdemeanor.EffectiveStrategiesforSubwayAnnouncerstoExcelinTheirRole(6)Seekfeedbackandself-improvementopportunities

Constantlyseekfeedbackfrompassengers,colleagues,andsupervisorsregardingyourperformance.Thisfeedbackcanprovidevaluableinsightsintoareasthatneedimprovementorrefinement.Additionally,considerattendingworkshops,courses,ortrainingsessionstoenhancecommunicationskillsordevelopexpertiseinspecificareas,suchasemergencymanagementorpublicaddresssystems.Theroleofasubwayannouncerisindispensableinensuringasafe,efficient,andenjoyablecommutingexperienceforpassengers.Byemployingeffectivestrategiessuchasclearcommunication,standardizedlanguage,timelyupdates,empathy,adaptability,andcontinuousself-improvement,subwayannouncerscanexcelintheirprofession.Remember,thegoalistocreateanenvironmentwherepassengersfeelinformed,supported,andconfidentintheirsubwayjourney.EffectiveStrategiesforSubwayAnnouncerstoExcelinTheirRole感/謝/觀/看THANKSFORWATCHING城市軌道交通專業核心課程數字資源課程名稱：城市軌道交通客運服務英語教材名稱：《城市軌道交通客運服務英語》書號：ISBN978-7-114-19419-1主編：徐勝南資源名稱：PPT課件

Chapter9HandleLostItemsOBJECTIVESLearnthevocabulariesandsentencesforhandlinglostitemsatsubwaystations.Canhelppassengershandlelostitems..Handle theissuesoflost itemsforpassengerswith patience andwarmth.KnowledgeAbilityMoralityMetroFacilities地鐵設備MetroCulture地鐵文化ComplementaryReadingListeningandSpeakingExerciseReadingandWritingWarm-upCommunicativeActivityCONTENTSWarm-upLilyworksatthelostandfoundofficeinthesubway.Therearemanyitemsleftbypassengersinthesubway,suchasumbrellas,phones,keys,tickets,wallets,etc.Whatotherthingscanyouthinkofthepassengershavelostonthesubway?DialogueAWhenandWhereDidYourBriefcaseGetLost?Activity1:Listenandguess.1.Whatdidthepassengerlose?____________________________________________________2.Whoshouldpassengersturntoforhelp?____________________________________________________Helosthisbriefcase.Heshouldturnstolostandfoundofficeforhelp.Lily:Thisisthelostandfoundoffice.WhatcanIdoforyou?Passenger:Yes,please.Ilostmybriefcase.Lily:Canyoutellmemoreinformationaboutthebriefcase?Passenger:Well,Thebriefcaseislightbrownwithtwobucklesonthefront.Lily:Whatisinthebriefcase?Passenger:Someimportantdocuments,pensandabook.Lily:OK.Whenandwheredidyourbriefcasegetlost?DialogueAWhenandWhereDidYourBriefcaseGetLost?Passenger:Well,Ataround5:10p.m.,WhenIwenttotherestroomatthebackofthestationtowashmyhands,Iplaceditonthesink.Lily:OK.Pleaseleaveyourcontactinformation.Passenger:MynameisWangGang,andmyphonenumberis635349X.Lily:Fine.Don’tworry.Wewillsendsomeonetofinditimmediatelyandnotifyyouassoonasthereisanynews.Passenger:Thanksalot.Lily:Mypleasure.DialogueAWhenandWhereDidYourBriefcaseGetLost?DialogueAWhenandWhereDidYourBriefcaseGetLost?Activity2:Listenagainandtrytofillintheblanks.1.Canyoutellmemore__________aboutthebriefcase?2._________and_________didyourbriefcasegetlost?informationWhenwhereDialogueAWhenandWhereDidYourBriefcaseGetLost?Activity3:Workinpairs.Practicethedialoguewithyourpartner.Activity4:Roleplay.Dialoguewithgivenwords.DialogueAWhenandWhereDidYourBriefcaseGetLost?DialogueBCouldYouTellMeWhatYourWalletLooksLike?Activity5:Thinkandanswer.1.Whatdidthepassengerlose?____________________________________________________2.HowdoesLilydealwiththeproblem?____________________________________________________Helosthiswallet.Lilydealswiththeproblembyaskingthepassengerdetailedquestionsofthewallet,verifyingitsidentity,andthenreturningittothepassengeraftertheyfilloutalostandfoundform.Lily:Hello,sir.WhatcanIdoforyou?Passenger:Ijustheardthattherewasalostandfoundmessageontheradio.Icometoseeifit’smylostwallet.Lily:Takeaseatplease.Couldyoutellmewhatyourwalletlookslike?Passenger:Ofcourse.Thewalletisblackandleather.Lily:Isthereazipperonthewallet?Passenger:No,thewalletisopenedandclosedwithabutton.Lily:Isthereanythingspecialaboutyourwallet?DialogueBCouldYouTellMeWhatYourWalletLooksLike?Passenger:Yes.ThelogoofPoloislocatedinthebottomrightcornerofthewallet.Lily:OK,canyoutellmewhatisinthewallet?Passenger:Well,somecashandtwobankcards.Lily:Afterconfirmation,thisisyourwallet.Afterfillinginthelostandfoundform,youcantakeitback.Thankyouforyourcooperation.Passenger:OK.Thankyousomuch.Lily:Youarewelcome.DialogueBCouldYouTellMeWhatYourWalletLooksLike?DialogueBCouldYouTellMeWhatYourWalletLooksLike?Activity6:Listenagainandtrytofillintheblanks.1.Couldyoutellmewhatyourwallet______like?2.Afterfillinginthelostandfoundform,youcan______itback.looktakeDialogueBCouldYouTellMeWhatYourWalletLooksLike?Activity7:Workinpairs.Practicethedialoguewithyourpartner.Activity8:Roleplay.DialoguewithgivenwordsDialogueBCouldYouTellMeWhatYourWalletLooksLike?ChooseProperWordstoFillintheBlanks

Exercise1.Couldyoutellmewhatyourwallet

like?(look/looks)2.Canyoutellmewhatis

thewallet?(in/on)3.Canyou

acontactnumber?(leave/left)4.Wewillsendsomeonetofinditimmediatelyandnotifyyouas

asthereisanynews.(soon/far)5.Canyouleavea

number?(contact/address)6.Takea

please.(see/seat)7.Ineedsome

clearly.(detail/details)8.After

,thisisyourwallet.(confirm/confirmation)9.Beforeyougetitback,pleasesignand

onthelostandfoundform.(confirmation/confirm)

ExerciseChooseProperWordstoFillintheBlanks1.Couldyoutellmewhatyourwallet

like?(look/looks)2.Canyoutellmewhatis

thewallet?(in/on)3.Canyou

acontactnumber?(leave/left)4.Wewillsendsomeonetofinditimmediatelyandnotifyyouas

asthereisanynews.(soon/far)5.Canyouleavea

number?(contact/address)6.Takea

please.(see/seat)7.Ineedsome

clearly.(detail/details)8.After

,thisisyourwallet.(confirm/confirmation)9.Beforeyougetitback,pleasesignand

onthelostandfoundform.(confirmation/confirm)TranslatetheFollowingSentencesintoEnglish1.先生，請坐。2.這是我們的責任。3.您能告訴我您的錢包長什么樣子嗎？4.公文包里有什么呢？5.請留下您的聯系方式。6.錢包有拉鏈嗎?7.在您拿回去之前，請在失物招領表上簽字確認。8.我們會立刻派人去找，有任何消息立即通知您。9.它還有其他明顯的特征嗎？

ExerciseTranslatetheFollowingSentencesintoEnglishTakeaseatplease,sir.It’sourresponsibility.Couldyoutellmewhatyourwalletlookslike?Canyoutellmewhatisinthewallet?Pleaseleaveyourcontactinformation.Isthereazipperonthewallet?Beforeyougetitback,pleasesignandconfirmonthelostandfoundform.WewillsendsomeonetofinditimmediatelyandnotifyyouasDoesithaveanyotherdistinguishingfeatures?Ineedsomedetailsclearly.

ExerciseStepsforHandlingGeneralLostItems

Whenthepassengerhandsinlostpropertytothestation,thestationstaffmustcheckthelostitemscarefullyandclearlywiththepassengerandfillinthe“LostandFound”formindetail,includingthenameoftheitems,thefeatures,thetimeandplacethatthepassengerfoundthelostpropertyStepsforHandlingGeneralLostItemsPastethelostpropertytagAccordingtothesubwaycompany’sregulationrules,thestationstaffmustfillinthe“LostandFound”formandpastethetagontheitems.ContactandkeepIfthestationstaffcanfindtheowner’sinformation,he/sheshouldcontacttheownerimmediately.Otherwise,keepthelostpropertyproperly.UnclaimeditemsIfnoownerclaimsthelostitemsthatday,thestationshouldtransferthelostpropertytothelostandfoundoffice.StepsforHandlingGeneralLostItemsActivity9:Readandanswer.1.Howtohandlethelostpropertythatotherpassengerspickup?__________________________________________2.Wherewouldtheitemsbetransferredifnoownerclaimsthemthatdayatthestation?__________________________________________Thestationstaffmustcheckthelostitemscarefullyandclearlywiththepassengerandfillinthe“LostandFound”formindetail,includingthenameoftheitems,thefeatures,thetimeandplacethatthepassengerfoundthelostpropertyThelostandfoundoffice.StepsforHandlingGeneralLostItemsHowtoHandletheAbandonedItemsWhichSeemDangerous?Activity10:Readandwrite(Readthefollowingparagraphsandfillintheblankswithproperwords).ensureallowedInadditionabandonedproperlyDiscussthefollowingtopicsingroupsoffive.Topic1:XiaoWangcalledthelostandfoundofficeinthesubway.Thereisanunclaimedluggageontheplatformthatmakesastrangenoise.Canyoutellhimwhattodo?Topic2:Mileyisaninternationalstudent,shelostherlaptoponthesubway.Howcanwehelphertakeitback?CommunicativeActivityMeetingPoint

Inordertofacilitatethequickreunionofthepassengerswhogetseparated,somesubwaystationssetupthemeetingpoint.

Ifyouaccidentallypassbyafriendorafamilymemberatthesubwaystation,asmallmeetingpointcanhelpyouquicklylocateeachotherinthestation.MeetingPoint感/謝/觀/看THANKSFORWATCHING城市軌道交通專業核心課程數字資源課程名稱：城市軌道交通客運服務英語教材名稱：《城市軌道交通客運服務英語》書號：ISBN978-7-114-19419-1主編：徐勝南資源名稱：PPT課件

Chapter10HandleComplaintsOBJECTIVESLearnthevocabulariesandsentencesforhandlingcomplaintsinthesubway.Effectivelyhandlepassengercomplaints.Handlecomplaintscalmlyandskillfully.KnowledgeAbilityMoralityMetroFacilities地鐵設備MetroCulture地鐵文化ComplementaryReadingListeningandSpeakingExerciseReadingandWritingWarm-upCommunicativeActivityCONTENTSWarm-upAlthoughLilyandWangDongworkhardintheirrespectivepositionsinthesubway,therearestillcomplaintsfrompassengerswhoarenotsatisfiedwiththeirservices.Canyouthinkofwhatpassengerswouldcomplainabout?DialogueAIBelieveYouCanHandleItWellActivity1:Listenandguess.1.WhydoesLilylooksosad?_______________________________________________2.Howtoeffectivelyhandlepassengercomplaints?_

_________________________________

Sheisabittired.Atthispoint,weneedtotakeapositiveattitude.Firstly,listencarefullyandshowconcern.Secondly,becalmandcomfortgently.Thirdly,doagoodjobofexplanation.Fourthly,ensurethatpassengersaresatisfiedwithourcomplainthandlingresults.Mrs.Zhang:Youseemunhappy.Whatisgoingon?Lily:Yeah.I’mabittired.Mrs.Zhang:WhatcanIdoforyou?Lily:Iamunabletorespondtothecomplaintsfrompassengersaboutsubwayfacilitymalfunctions.Mrs.Zhang:Relax,Ibelieveyoucanhandleitwell.Ihavealsoencounteredmanycomplaintsfrompassengersaboutsubwayfacilities,environment,services,andevenunexpectedthingsbefore.Lily:Really?Canyougivemesomeadvice?DialogueAIBelieveYouCanHandleItWellMrs.Zhang:Atthispoint,weneedtotakeapositiveattitude.Firstly,listencarefullyandshowconcern.Secondly,becalmandcomfortgently.Thirdly,doagoodjobofexplanation.Fourthly,ensurethatpassengersaresatisfiedwithourcomplainthandlingresults.Lily:Thankyousomuch.Mrs.Zhang:Themostimportantthingisthatweshouldprovideassistancetopassengersaspolitelyaspossible.Lily:Iwill.Thanksalot.Mrs.Zhang:It’smypleasure.Haveaniceday.DialogueAIBelieveYouCanHandleItWellDialogueAIBelieveYouCanHandleItWellActivity2:Listenagainandtrytofillintheblanks.1.Canyougivemesome

?2.Weneedtotakea

attitude.advicepositiveDialogueAIBelieveYouCanHandleItWellActivity3:Workinpairs.Practicethedialoguewithyourpartner.Activity4:Roleplay.Dialoguewithgivenwords.DialogueAIBelieveYouCanHandleItWellDialogueBAComplaintCallfromanAngryPassengerActivity5:Thinkandanswer.1.Whydoesthepassengermakephonecomplaints?____________________________________________________2.WhatdoesWangDongsuggestforpassengerstodo?____________________________________________________Therechargedyikatongticketdidn'tworkandtheticketofficedidn'thelphimsolvetheproblem.WangDongsuggeststhatthepassengercometothestationwiththeticket,andhewillchecktherecordsandhelpupdatethebalanceoftheticket.ZhangWei:Hello,IamZhangWeiandIhaveastrongcomplainttomake.WangDong:Okay,firstofall,weapologizeforourinadequateservice.Sir,couldyoupleaseexplainthesituationyouhaveencountered?ZhangWei:Yesterday,Iboughtayikatongticketattheticketofficeandrecharged100yuan.Ican’tpassthegatetoday.Itshowedthatthebalancewasinsufficient.Next,Iwenttotheticketofficetoinquiry,buttheydidn’thelpmesolvetheproblem.DialogueBAComplaintCallfromanAngryPassengerWangDong:I’mverysorry.Ipromisethatsuchathingwillneverhappenagain.ZhangWei:WhatshouldIdonow?WangDong:Pleasecometothestationwithyourticket.Iwillchecktherecordsandhelpyouupdatethebalanceoftheticket.ZhangWei:Allright.WangDong:Thankyouforyourcall.Ifyouhaveanyfurtherquestions,pleasefeelfreetocallusimmediately.ZhangWei:Thankyou.Bye.WangDong:

Bye.DialogueBAComplaintCallfromanAngryPassengerDialogueB