fontents m unit Toples Language focus ting colleagues 6 Introductions Bathe pre-titaht rein onan nie aon naar Peeacaine ining out about the Right p eckng and clarifying ase study A day i th if p10 Bie cor ang eres Polite requests pendlet? ing passengers in ther seats p14 Showing how something works Demonstrating safety procedures and checking before Pronunciation: Reading Safty instructions take-off p16 Case stu: Bogs in bins p18 Taking the fst announcements al and informa anguage Baers ee 5 p20 ieieeeiaorslome and into the ‘ett : Sia oer ane eee lng to settle passengers p24 emfor expressions Case study yng with hilton p26 Bitodandaie See erg cotce ee Serving isp Pronunciation: Intnato Duty-e sales p32 Money transactions Case study: Aine food. your thoughts 924 Bowe Tdentfving passenger problems p36 Finding out the problem Dealing wth problems, i elas Essie aT Omen to he 0) Problems pa _Sainasimy pl Apolonizing Case study: Pckpocket stiles on fight from Tyo to Pers 942 Scaling wth an board aclent eCheck = Cal Care response to media Bogue: Dealing with an on-board acldent pea Th Geis Gl eens nea eer on Dealing with a serous medical incident ps6 Giving instructions to crew Coe te Reporting a medical incident past Talking about the past; Linking words Case study: Is there o doctor om board? p50 Tena ch ee av nae Ging structions Ba tn-ttight ec rae Pee ae emergencies ean fran eneeengy enaaton 54 nstuctions not todo something nee Reporting an evacuation 956 Reporting Instructions Case study Cow's responce to tate off incident ction 58 ; Responding to passenger compl Oferng toh BA complaints Ets eve Some AUS IeE) and eteruptive Doane stress sA2 fa passengers peo. Narain dint pene p64 Expressing obligation Case study: Umuly and drtve behaviour ~ si newspaper extracts 966 Waking fal announcements and checks ‘order lthword verbs ora ro es arent Ieee AES landing p68, na infomation about deed ndings 70 falking about time Getting trough the ial en minutes p72 Checking things have been done Case study: Piet toutes for Catoy 974 frving atthe gate and disembarking the passengers p78 Mating a reconmendation BD saying goodbye Mises 1 he passengers 3 ie Taking pat in the cre debriefing p78 should Case study: Fear ond herois aboard Flight 253 p60 Self Study section ps2 Word tist p102 Glossary of key expressions p105 ‘Audio seripts p 108, ‘Answer key p27English for Cabin Crew is for people working in the aviation industy who want to improve their ‘communication skills, vocabulary, pronunciation and grammatical accuracy. It is designed to be used in clas, but you can also use it on your oun. English for Cabin Crew is the perfect companion to the cabin crew training manual. It follows the real- time working routines of flight attendants, from pre-flight briefings to disembarkation, from ‘gate to gate! Lt follows the operational procedures of the cabin crew and their progress through the different stages of both long-haul and short-haul flights, facing the challenges of boarding, safety demonstrations, serving meals, difficult passengers, possible medical incidents and emergency situations, pre-landing stress, and eventually of reviewing a job well done. But this book does more. It looks at the special English language used in all these situations It aims to give Right attendants confidence in using the right English at every stage of the job in hand. So, for example, if you need to know how best to deal with a passenger complaint using the most appropriate English, this book will help you. It will also help you to ask the right questions in a medical crisis and to reply to passengers who are annoying other passengers. It will help you to use appropriate English for routine and non-routine situations on board. English for Cabin Crew is Full of key expressions, of the right thing to say in English on the right occasion. More than this, it presents real job situations and typical passenger and cabin crew exchanges in which the language used is comrect, authentic and actual > The Listening section invites you to listen to areal dialogue, and answer questions on it to make sure you fully understand what is happening > The Language Focus explores how to use key expressions in English > The Speaking section provides practice to make you confident of using the key expressions correctly. > The Reading and Vocabulary sections help to consolidate and build on the language you learn, Each unit presents a different part of your routine an board. Throughout the book you will ind plenty of ‘examples of real situations, plenty of vocabulary, plenty of opportunities for applying what you learn to your own job ~ all the time speaking and listening to English. By the time you reach the end of the book, you should be confident about using clear and uncomplicated English to ... > perform all your normal duties on board > address your passengers’ problems > handle difficult situations Although there may be differences in practices and procedures between different airlines, the use of English and the main communication skills required by flight attendants remain the same. English for Cabin Crew will give you the skills to make you a better professional in helping to guarantee the safety and service of your passengers.