Project 01  Ticket Service

Task 1  Ticket Reservation Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 电话订票

◆ 机票预订

◆ 取票

Reading  深入阅读

◆ E-Ticket

Task Detection  任务检测

Task Evaluation  任务评价

Task 2  Ticket Refund Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 自愿退票

◆ 退订客票被拒

◆ 非自愿退票

Reading  深入阅读

◆ Ticket Refund Policy of China Eastern Airlines (Extract)

Task Detection  任务检测

Task Evaluation  任务评价

Task 3  Ticket Change Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 自愿变更

◆ 非自愿变更（客票超售）

Reading  深入阅读

◆ E-Ticket Change

Task Detection  任务检测

Task Evaluation  任务评价

Project 02   Check-in and Baggage Service

Task 1  Passenger Check-in Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 询问值机时间

◆ 开始办理值机手续

◆ 团体旅客办理值机手续

Announcement  机场广播

◆ 开始值机

◆ 推迟值机

◆ 即将结束值机

Reading  深入阅读

◆ Online Check-in and Kiosk Check-in Service

Task Detection  任务检测

Task Evaluation  任务评价

Task 2  Unchecked Baggage Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 常规行李托运

◆ 婴儿车的托运

◆ 行李超重

Reading  深入阅读

◆ Introduction to Baggage

Task Detection  任务检测

Task Evaluation  任务评价

Task 3  Checked Baggage Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 超体积行李和动物托运

◆ 无人伴随行李托运

◆ 联运行李和合并行李托运

Reading  深入阅读

◆ Baggage Packing Requirements

Task Detection  任务检测

Task Evaluation  任务评价

Task 4  Baggage Delivery Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 行李损坏

◆ 行李丢失

Reading  深入阅读

◆ Abnormal Baggage Transportation

Task Detection  任务检测

Task Evaluation  任务评价

Project 03  Security Check Service

Task 1  Certificate Check Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 未值机安检

◆ 安检时例行询问

◆ 证件不符合要求

Reading  深入阅读

◆ A Brief History of Airport Security

Task Detection  任务检测

Task Evaluation  任务评价

Task 2  Carry-on Luggage Check Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 常规检查

◆ 开箱检查

◆ 拒绝安检

Reading  深入阅读

◆ The Ways Airports Are Improving Safety

Task Detection  任务检测

Task Evaluation  任务评价

Task 3  Personal Check Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 常规检查

◆ 用手持金属探测仪检查

◆ 搜身检查

Reading  深入阅读

◆ What Is a Pat-Down at the Airport?

Task Detection  任务检测

Task Evaluation  任务评价

Project 04  Waiting and Boarding Services

Task 1  Passenger Waiting Services

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 外币兑换

◆ 机场购物

◆ 餐厅就餐

Reading  深入阅读

◆ Creative Airport Services

Task Detection  任务检测

Task Evaluation  任务评价

Task 2  Irregular Flight Service

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 航班短时间延误

◆ 航班长时间延误

◆ 航班取消

Announcement  机场广播

◆ 航班延误通知

◆ 航班取消通知

◆ 不正常航班服务通知

Reading  深入阅读

◆ 4 Ways to Make Your Passengers Forget Their Flight Was Delayed

Task Detection  任务检测

Task Evaluation  任务评价

Task 3  Passenger Boarding Services

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 告知登机口位置及登机时间

◆ 登机口变更

◆ 登机牌丢失和误机

Announcement  机场广播

◆ 正常登机通知

◆ 催促登机通知

◆ 催促迟迟未登机的旅客

◆ 登机口变更通知

Reading  深入阅读

◆ Plane-Boarding Methods

Task Detection  任务检测

Task Evaluation  任务评价

Project 05  English Interview for Ground Attendant Positions

Task 1  Tips for Job Interview

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 自我介绍

◆ 阐述工作经验

◆ 表达入职原因

◆ 询问薪资福利

Reading  深入阅读

◆ Common Questions in a Job Interview

Task Detection  任务检测

Task Evaluation  任务评价

Task 2  Interview Etiquette

Lead-in  任务导入

Knowledge Reserve  知识储备

Dialogue  情景对话

◆ 着装礼仪

◆ 面试前等待

◆ 面试中的肢体语言

Reading  深入阅读

◆ Interview Etiquette

Task Detection  任务检测

Task Evaluation  任务评价

参考文献