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English For Flight Attendant

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2K views129 pages

English For Flight Attendant

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Lia Sidoli
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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English for CRC Terence Gerighty with Shon Davis onlinefiphimis.comvciaglzeyztip=4 tg ‘0904/2021, Englsh-for- Cabin-Crow-SB-pat “» HEINLE © CENGAGE Learning: Enaliah for Cabin Crew (© 201 Heinle, Cengage Leming Teroce Gare hoe Das ALL RIGHTS RESERVED. No part ofthis wrk covered bythe Publisher: Nk Sheard ‘copyright herein maybe reproduce, ransmitied, store or used inary form or by ay means graphic, electronic or mechanical, Developmen itor Sally Cooke snd Wil Capel ny rr a va incloing but not imited to photocopying recording, caning, Marketing & Communications Mager: Michelle The Listening section invites you to listen to a real 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 covrecty. > ‘The Reading and Vocabulary sections help to consolidate and build on the language you learn, Each unit presents a different part of your routine on 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 ofthe book, you should be confident about using clear and uncomplicated English to > perform all your normal duties on board > address your passenges’ problems > handle difficult situations ‘Nthough there may be differences in practices and procedures between diferent airtnes, the use of English and the main communication skills required by fight attendants remain the same. English for Cabin Grew wil give you the skills to make you a better professional in helping to guarantee the safety and service of your passengers. 41129 ‘0904/2021, Englsh-for- Cabin-Crow-SB-pat What's in English for Cabin Crew? The book has three main sections > Units 1-10 > Case studies > SolF Study Units 1-10 ‘There are ten units, which take you through the routine stages of any fight, long-haul or short-haul. Each unit follows the same pattern: Listening and Longuage focus followed by Pronunciation and Speaking practice. Regular Vocabulary sections help build relevant vocabulary and Reodng texts provide a focus on industry-specifc topes. > Listening This section sets the scene. You can listen as many times as you want to be sure you understand everything ~ i's up to you, > Reading Comprebension questions and language work act as a springboard to discussion. > Language focus Important language structures are highlighted here. > Pronunciation You will have the opportunity for essential Practice of new words and phrases before proceeding to the ‘Speaking task, > Speaking This section is often a role-play or discussion about an on-the-job situation, Case studies There is a Case study atthe end of each unit. It presents a reat incident involving passenger experiences and the actions of cabin crew. The Case studies allow you to explore further what you have just learned, taking you from simulation to reality, from practising to experiencing real events. You will be invited to review the content, comment on what happened and discuss what it all means for cabin crew, ‘You will also hear about the rea-ife experiences of Shan Davis, senior cabin crew member with over 20 yeas’ experience. ‘She answers questions relating to the unit subject matter as you progress through the course ~ about pre-Right briefings, the service on board, medical incidents, emergencies - with fascinating stories of her own experience asa light attendant. Self Study In this section you will find additional practice exercises for Independent study. Study the main unit fist, especially the Listening sections, so that you become very familiar with the content, vocabulary and language used. Then do the Self Study exercises. IF you are unsure about any ofthe vocabulary or language used, don’t hesitate to {go back to the main unit. Finally, check the answer key and note ‘down your scores. ‘online fiphtmi5.comivclagizeyaitp=4 The Self Study pages also contain a‘tog book’ section. Use this log book page to record your personal progress and your reflections about anything you have studied in the unit. Audio CD ‘There is an MP3 Audio CD at the back ofthe book which contains all the audio material for the course. You can play this on your ‘computer, or you can transfer it to your MPS player Word list The wordlist contains key vocabulary from the unit, ordered alphabeticaly. There is a separate list for each unit, each one ‘including a ‘multi-word vert’ section as well as addtional vocabulary relating tothe topic of the main unit. Space is provided for you to write translations into your own language, Glossary of key expressions You will find all the phrases and expressions from the Language _focus sections, as well as other useful phrases from the uni, ‘conveniently listed in the glossary. Audio scripts and answer key At the back ofthe book, ideal for self-study, you will find audio Scripts for all the Listening and Pronunciation exercises, and an answer key, Tips for self-study > Although the units progress from gate to gate, you do not hhave to do them in any particular order. You can choose the nits that are mast relevant to you > Manage your study time and keep a record of what you have done, Don't spend too long working on a unit without a break > Revise and review the language you have learned before starting a new unit. > Find a colleague to practise your English with, > Memorize the key expressions in the Longuage focus sections. > Use the Internet to find interesting and relevant aticles on aviation topics to develop your vocabulary further > Create your own vocabulary notebook with translations into your language. Thope you enjoy using this book and that it helps you in your professional life, Good luck! Terence Gerghty ‘August 2010, 51129 oaio«iz021 Englsh-for-Cabin-Crew-SB-pdf Meeting colleagues ; tthe Teel ea aor See pete em heme tn toes : 1 Where is the flight going to? BA. tisten to Paola, tom and Jenny saying hello to Katrin, another fight attendant. They are on the shuttle forthe short ride to the briefing room. Are the statements ‘rue (1) oF false (F)? 41 Tom and Katrin do nat know each other 2 Paola and Katrin do not know each other 3 Jenny and Katrin do not know each other. 4 ‘Katrin isnot looking forward to going to the US. 55 Paola and Jenny wore on a flight to Madrid together 6 Paola spilled drinks on a passenger. 7 AL Four ae in the same team on the fight, BA. tisten to the beginning of the cabin crew briefing and answer the questions. The purser zi starts the meeting. You also hear flight attendants Katrin, Leila and Jutta 1 What isthe name ofthe purser? 2 Were will Katrin be working on the fight? 3 Where wil Lela be in charge? 4 Why is tis fight special for dutta? '5 Who will Jutta be working with? 6 Where wil Lela be positioned? online.fiphtmis.comivciaglzeyziip=4 61129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat EEE aie INTRODUCTIONS Eimer ‘Study these sentences and phrases. Introducing yourself to someone you do not know My name's Pala. Pleased to meet you, Hi there, Im Tom. Finding out someone's name Sorry, what's your name? Excuse me, could you tell me your name, please? Introducing other people This is my colleague, Katrin This is Hemal Saying hello to people you know or have met before Hello again, how are you? Fine thanks. And you? Hows it going? ery well, thanks How are you? Not too bad. Hi thes Hit BA. Usten and repeat the sentences and phrases in Language fous. Bie te deers seinen macs peor iihaaies pana raiaeree aug wor ate 2 Say hello to people you already know. 3 Invemee ober pege yor oe BA. took atthe picture and the words inthe box. In your groups, discuss what you usually take with you on a flight. What must you never forget to take? boys = passport w ID card w credit cards w mobile phone toothbrush m aspirin m MP3 player w magazines = book ‘online fiphtmi5.comivclagizeyaitp=4 71129 oaio«iz021 Englsh-for-Cabin-Crew-SB-pdf we... Finding out about the flight BA. the pre-departure crew meeting fs important fr several reasons. Put these reasons inorder ‘of importance. Discuss your answers with » partner. to to be told about the coordination of duties to ind out the order of service to check safety and emergency procedures to hear about anything special about the Right to hear about the weather enroute BA. Listen to the captain's briefing and answer the questions Who does the captain introduc fst? What is the captain pleased to tel the crew? What does the captain ask Rick Schultz to talk about? What i the possible weather problem on the fight? What should be finished by the time of the weather problem? Because of the weather problem, what will the cabin crew try to do? What does the captain want to make sue of? BA. comptete these phrases from the captain’s briefing. 0 know each other 1m turbulence 2s winds 3 storms 0 the Atlantic procedures online.fiphtmis.comivciaglzeyziip=4 81129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat ES ‘CHECKING AND CLARIFYING @ noe Study these questions. an Tjust check what the fight time is? an you confirm that your crew is familiar withthe cockpit procedures? Can Telarity something? Can I clarify the time of the meals service? Bigenaernctars iat ies, BA wort with a partner Ask and answer questions about what these things mean. > seat configuation > special requirements > turbulence > duties > emergency procedures > passenger load > allclear > schedule A what does vuoderate’ turbulence mea ust check what moderate oi won TAA the fist officer wams the crew about the expected stormy weather, which is likely to cause moderate turbulence. Work witha partner What othe Hind of severe weather conditions cn affect flights and flight schedules? P What happens when there is severe weather before take-off? For example, what happens when there are long delays? Have you ever served the meal on the ground? P If you have to remain strapped in your seat for long periods in the flight because of severe turbulence, do you a read a magazine? chat with passengers nearby? € plan for when you can continue your duties? 4 do something else? BA. ater te briefing, the fight attendants boar the aircraft. With your partner, discuss what ‘they have todo on board before the passengers start to arrive, ‘online fiphtmi5.comivclagizeyaitp=4 91129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Sj Case study BA. tea 4 dey the fe opposite and answer he questions 1 List all the things the fight attendant says she has to check before passengers board the plane. 2 What does she say gets a special mention these days’? Why do you think this i? BA, et etn partons Ane thom gmt abn pre it tings, Where? The briefing inthe text takes place on the aircraft Is there a special reason for this? Is this unusual? Who? Who attends the pre-Right briefing? Who speaks atthe briefing? Do the fight attendants only listen? What? What sorts of things do they talk about at the pre-fight briefing? What isthe top priority? why? What isthe pre-flight briefing for? 1s it really necessary? Arent all fights the same? BA. with your partner, discuss which of these things are usually mentioned inthe pre-flight briefing, and why. > teamwork > intioductions > meals sevice > motivation > leadership > emergency procedures > personal appearance > cockpit entry procedures safety > responsibilities > special needs passengers > clear taskallocation > weather Listen to Shon Davis, a senior cabin crew member with over 20 years’ experience, as she answers these questions. Make notes about what she says. 1 ‘What do you remember about your fist pre-flight briefing?” 2 ‘Were these briefings always the same?” 3 ‘What was the common theme?” BA Uisten again and answer the questions. 1 How hon fe on er fst pre-iht iia? 2 What was aay the sa’? What was ferent? 3 Give details about the diferent types of pasenger she mentions. Work with a partner. Discuss these questions. 1 Why isthe pre-ight briefing important for the cabin crew? 2 Do you remember one pre-flight briefing more than all. the rest? Why? '3 How do you normally fel during pre-flight briefings? Nervous, excited, relaced, tense? 10 ‘online fiphtmi5.comivclagizeyaitp=4 10/129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat eee y A day in the life Security and the Te features always get ial mention eM eZ online.fiphtmis.comivciaglzeyziip=4 03.30 Good moming! My alarm is ringing ... already ..., ond it's time to get Up for my fight fo Tenerife, which is cue to leave at 0700 hours. get ready, put on my uniform and make sure | have my passport and regular papers neatly tucked ‘away in my carry-on bag, We cabin crew have to check in ot least 1 hour and 30 minutes before the aicrat is scheduled fo leave, so today that means reporting for work at 05.30. In fact. 'm a little early today (there's no trafic ot this ime) and I catch the staff shuttie bus to the briefing room, 05.15 Fifteen minutes to the pre-flight briefing 'm 15 minutes early which is good, because I've got time to check my cabin crew manual fo reftesh my knowledge of the allimportant emergency procedures {and the location of the emergency equipment and exits for today’s circratt, « Booing 787. 05.30 The pre-flight briefing Today's pre-fight briefing is being held on the aircraft ‘and the senior crew (usually the purser, although the Ccopiain is there too) introduces everyone and takes us through the fight details Usually this covers the order of the services during the fight, the incividual positions ‘and responsibilities for the day, and any special points or passengers with special needs, Security and the aircraft's safely features always get « special mention these days ‘and we're sometimes asked one or two questions about ‘emergency procedures. The captain asks a couple today, and I'm pleased to say that | answer correctly 06.00 Pre-fiight preparations for boarding Ths isthe time for me and my team to check the ‘emergency equipment and make sure there's a safely instruction card in every passenger’ seat pocket. Then we double-check the number of meals on board, the Usual drinks trolley and dutyfree goods and, of course, stock all the foilels with the necessary hand towels and tissues. All of which leaves just enough time to freshen Up. and get ready to welcome our passengers on board, Glossary tuck onay carey pt away tafe cs, buses, ton the 36s ‘oshte bus sama bus whch tavel between a0 apr and a ty forfour naw of something t remind youse about something tostack tol with supple to feshon up to make youself leon an tidy " 129 ‘09/04/2021 Welcome on board Englsh-for- Cabin-Crow-SB-pat Welcoming passengers MMMM, BA. i its partner. which ofthese things do you do just before passengers come onboard A mm” =A. 12 online.fiphtmis.comivciaglzeyziip=4 a a a the aircraft? Which do you do when passengers are actually boarding? When do you do the other things? > Wake sue the aircraft safety instruction cards ate in the back of every passenger seat > Help passengers put their luggage inthe overhead lockers. > Check the toilets > Hurry the passengers to thetr seats > Check that your uniform is smart. > Greet the passengers with a smile, > Wand out the arrival immigration forms to complete. > Give special attention to older passenger > Ask the children not to leave ther seats. > Hake sure everyone has a blanket. > Check the numberof meal > Make coffee fr the fight crew Put the duties in order of importance. Compare with your parts Listen to the ight attendant, Jenny, welcoming passengers. How many passengers does she greet? Listen again and complete the sentences, 1 ‘morning, madam. Welcome on board 2 1 see your boarding pas, please? 3 Hello, ‘are you today, sir? 4 I check your boarding pass? Listen to Jenny welcoming another passenger. What isthe problem? Listen again and answer the questions. 1 The plane is full ~ true o false? 2 What seat number has the woman been given? 3 Wiy is she upset? 4 When did she request a window seat? 5 What will the Right attendant do? 6 What does the Right attendant ak the passenger to do? In your opinion, how well does the flight attendant deal with the situation ~ very well, quite well, or badly? 121129 ‘09/04/2021 LA POLITE REQUESTS i! please can be used Inall these phrases, It-ean gp at the beginning, atthe end, or before the verb. ti Englsh-for-Cabin-Crew-SB-pdf BA. tater te boarding pass Use these words, Fist name = family name w flight number = boarding time m gate number seat number m date m airing What other information is on the boarding pass? 5 es PTS ok eoeme [Semen Sirens (i oon a Se HS fain S| Sw | aaey scnssuy m= Homme SEO eS Me me gS SMITH oAvIO JOHN ow ne ice BA comptete the text. Use these words. boarding pass m seating arrangements m seat number m window seats ceeck-in m overhead lockers m in advance m hand-baggage (x2), After! _ passengers proceed tothe aircraft with their? only. On arial they present their ° «which has the § on it, tothe fight attendant, who will show them where they should go. > are made at check-in. Many passengers prefer ‘ ‘to aisle seats and often insist on booking them” Passengers can ask for help to put their® ‘into the” Study these questions. Can I see your boarding pass? Please can I check the seating arangements? an I look at your seat number, please? Please would you sit hete for the moment? Would you follow me, please? Would you please tun off your mobile phone? Could T please see your boarding pase? Would you mind just taking this seat until Ihave Could I check your seat number, please? checked the passenger lst? BA Uiston and repeat these sentences and phrases. Remember, welcoming is all about ‘intonation. Speak with a smile in your voice! 1 Welcome on board. 9 Can I help you, madam? 2 Good maming. 10 Can T help you, si? 3 Good afternoon. 111. Would you follow me, please? 4 Good evening. 12 This way please, 5 Hello, how are you? 13 Here you ae, 6 Hello there, how ate you today? 14 Straight across the cabin and turn let. 7 Could I please see your boarding pass? 15. That's right: {8 Would you mind just taking this seat 16 Carry on down the cabin, nti have checked the passenger lst? ‘Work with a partner or in small groups. Take turns to role-play welcoming different types of passenger on board and organizing their seating. B ‘online fiphtmi5.comivclagizeyaitp=4 19/120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Settling passengers in their seats Bi, aisen ote wesete we se eo arm-rest m call button m head-rest m overhead locker = light button table w safety instruction card a TV handset control m seatbelt f\ A “Sy a al BA. tn weicoming passengers you heard a passenger tll the fight attendant, Jenny, that she Qaim wanted to move froma seat inthe middle ofthe row to a window seat. Listen to the rest of the conversation and answer the questions. 4 What dos deny ak er colleague, yi, for? 2 What does she ask Syvie's permission to do? 3 What does Jenny offer toda for the passenger? 4 What information does Jenny give the passenger about herself? How well do you think Jenny dealt with the situation? Would you do the same as Jenny? Qromess BAA Lista to Jenny greeting another passenger: What is the woman's particular situation? BA. Listen agsin and answer the questions. 41 When does Jenny say they will needa bassinet for the baby? 2 What two questions does Jenny ask the mother about the baby? 3 How do you think the mother is probably feling? 4 Where wil the baby be seated for take-off? 5 How will the baby be fastened? ‘What other special situations do you have to deal with when passengers come on board? ry online.fiphtmis.comivciaglzeyziip=4 saie8 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat REI EE Study these sentences SHOWING HOW SOMETHING works Can you show me how it works? (Passenger question) OF course. / Certainly. (Fight attendant answer) ‘This is how it works, First ofall, you Then you ... and... (Explanation) 1s that OK /ll right with you? (Checking understanding) The bassinet First ofall, you attach the bassinet to these two clips ‘Then you put the baby in and attach the cover. Is that oK2 BA Practise explaining how these cabin objects work. > reclining seat > pull-out table > TVhandset control» overhead light Ww Ee fennn or : Eg z a « € Listen to Syivie welcoming the last passenger on board. Are the statements true (1) or false (F)? 4 The passenger apologizes for being late, 2 The passenger doesnot give a reason for being late. 3. Sylvie criticizes him for being late 4 He sin seat 6F 5 Jenny checks that everyone is on board BA. tisten again and fit in the missing words. Sylvie Hello, sr. Welcome on board. May T* your boarding pass, please? Passenger Yes. Tm late. I was delayed © from the city tothe * Sylvie No problem. Weve been» YOU oa AF to the ather side and tum left Passenger Many thanks, Sylvie Jenny, everyone is on board Can you check the doors? (on the interphone) Tom, doors chec, please. OK, prepare forthe safety demo, Jenny Ok. Zone C cabin® Tom OK. Zone Dand E cabin secure 5 online.fiphtmis.comivciaglzeyziip=4 45/128 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat ——_kZ_Z &#==»=§=—CO.CUOCOCtTTTT.UNCVC Demonstrating safety procedures and checking before take-off hiss your captain’ sekng, Welome on boord, we damonstate the softy features of his orerf BO iit tes st dee da, tren erat ent attendants must know how to demonstrate safety and be prepared to read the safety {instructions themselves. Put the instructions below into the correct order. The first and last sentences have been given to help you. A Ladies and gentlemen, even if you are a frequent traveller, itis important that you listen carefully to the following safety instructions. B We suggest you keep the seatbelt fastened throughout the flight, Your life vest is under your seat. This is how you put Iton. D There are several emergency exits on this atcraft. They are being pointed out to you now. Please take a few moments now to locate your nearest ext. It may be behind you. If {you are sitting in an emergency exit, you must know how to open the door in an emergency and when instructed to do so by the crew. EE First, take it out of the pouch and put it over your head, ‘Then pass the straps around your waist and tie them in front. Do not inflate the vest until you leave the aircraft To inflate the vest, pull on this red cord. Use the whistle and light to attract attention. F If we need to evacuate the aircraft, floor-leve lighting will Buide you to the exits, — Finally, make sure your seat backs are upright, your tables are folded away and your hand-baggage is either in the overhead locker or under the seat in front of you. H All electronic devices must now be switched off for take-off I Ifthe pressure drops, an exygen mask will automatically drop from the compartment above your head. To start the flow of oxygen, pull the mask towards you, put it firmly over your mouth and nose and secure the elastic band behind your head, and breathe normally. Ifyou are travelling with a child or a person who needs assistance, put your mask on first and then assist the other person. J. You will find a safety instruction card in the pocket in front of you. Please read this carefully before take-off and famillarize yourself with the emergency exits and procedures on board this Boeing 7775, K In the event of an emergency landing, you will hear ‘Brace, brace’ and you must adopt this position. Look at the card for the brace position L When the seatbelt sign is on, you must fasten your seatbelt. To do this, insert the metal fitting into the buckle - like this - and tighten by pulling the strap - like this. To undo the seatbelt, lift the buckle ~ like this, M We wish you all an enjoyable flight, 23 AME, PA. tisten ana check if you got the onder right. online.fiphtmis.comivciaglzeyziip=4 16/120 ‘0904/2021, Englsh-for- Cabin-Crow-SB-pat PAS. wc arta peste esti in iy once tn a wn Your partner demonstnes te acrs where secsary Remember, al ght atendonts ‘oul be aia aren he safety otcins cay, eoventy sed ae MMMM, BA. ook ae tasvations. what ues do you thin he gh attendants re ming to passengers during final checks? wow 2 BA Now ste to the fight attendants’ requests a passengers. Number the pctres nthe order you hear the requests that go with them. ‘What other requests might you have to make during final checks? BA. Work witha partner Practise making requests to passengers during inal checks Use the pictues above to help you, or your own ideas, Begin with polite phrase such as Excuse me .., Please... Somy .. and use can you or could you. Excuse me, can you switch off your mobile phone now? wv am129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat ——ey Case study MMMM, BA. tes proton bogs ins opposite and answer the questions. 1 What i the text about? 2 Is the description ofthe last people to beard a true one? What happens to thelr bags? BA. head the second paragraph ofthe text and answer the questions. 1 Why can boarding often bea difficult and unpleasant experience for all? 2 What do fight attendants ask the passengers to do? 3 What other things should flight attendants be doing while passengers are boarding? BA. Work witha partner Discuss these questions about stowing hand-baggage when boarding the plane. The Tight forthe overheads seems werse than it sed to be Why do you think this 52 Do fight attendants have any contol aver the situation? 1sit better to offer help, to let passengers manage by themselves? What do most passengers put inthe hand:-baggage? 1s the isue of hand-baggage only a problem on short-haul fights? Does your aitne have any rules about the size and weight of hand-baggage? If so, what ate they? Do passengers usually respect the rules for hand-baggage? IIA iin sie ovina ce sarrr ne queens ni aroma cg, a Qa: 1 “Vi you enjoy welcoming passengers?” 2 ‘id you ever epaence sy problems when welconing pusenaes? 3 “Do youve any tn for anew Right tendon?” BAA. isten again nd answer the questions 4 What tive diferent types f passenger does she mention? What das she say about these tee sypes of passenger? 2 What was the problem with the man she mentions? What diffclt decison did she have to make? bid he agree with er decision? What wee the consequences of her actions? 3 What is her main recommendation for new fight attendants? What ‘tle tps’ dos she also sention? MBA, BA. ert wits partner. oiscuss these posite solutions to the problem of han¢-baggage. Which o you prefer? Do you have any other ideas? > The problem has tobe solved by the around crew before boarding > The number of cary-on bags, their size and their weight has to be stricly controlled > Aitines have tobe tougher. > Check-in has tobe stricter. > If hand-haggae i over the pemitted sz, it has to be checked in. > Nake people pay more for carry-on laggage. > Make the overhead lockers bigoes 18 ‘online fiphtmi5.comivclagizeyaitp=4 191120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat When the plane is full, the ‘fight for the overheads’ is on. ight attendants are stressed fewen before the passengers arrive on board, They know that passengers will arrive with hand-bageage which is too big, too bulky oF too heavy, and sometimes with ‘wo bags (although only one is permitted), and the fight to fill the bins begins as soon as they fare on board, And then there are coats and jackets to put away somewhere, handbags and computer cases, ceven infant seats and ‘musical instruments The last passengers to board are often left standing in the aisle with nowhere to put their bags and belongings If there online.fiphtmis.comivciaglzeyziip=4 is no more room to be found, their hand-baggage will have to be off-loaded and put in the hold. It’ the law of the jungle. The firs to the bins wins. People become angry and the flight attendants are often It's the law of the jungle. The first to the bins wins. ccaught in the middle, They ask passengers to store small items Glossary ins overhead ocers lly lage, very fll Dscngng things that belong to someone ‘hoi the pat f th aircaft where gods ar stored {ostow to put amay crucial extremely inportant under the seats, 10 leave space for others, to free the aisles while others are boarding, butit is becoming more difficult and fofien more unpleasant, And of course, if crew are stowing passengers’ bags, they are not concentrating on their safety duties, checking equipment and passengers’ behaviour and needs, Thisis ater all, crucial moment before taxiing and take-off with schedules to be respected, (00. 9 19/120 oaio«iz021 Englsh-for-Cabin-Crew-SB-pdf after take- off and into t Making the first announcements MTT, BA. work witha partner Look atthe picture and answer the questions. 1 What happens immediately after the seatbelt sign is switched off? 2 What do the passengers da? 3 What do the cabin crew do? Listen to three short announcements from short-naul flights and fl in the missing words. 1 Ladies and gentlemen, boys and git, it's great to have you on ! The seathelt sign {s off, but please don‘ leave your seats* you have to, This is only a short Fight and we'd lke to serve you drinks and snacks as as possible. There will only be time for one service and, er... apologies, we don't have any hat snacks today. about that. Speak to you again soon 2 Helio, everyone, ths is Stefan speaking. The seatbelt sign is off. Feel to walk around. We want to serve you dinks shorty, so watch out fr the trolley ~ we don’t want to run you down, so don't the aisles. We don't have alot of time, o be with your order, please, and your money, of course. Thanks for your cooperation, Have a good fight 3 Ladies and gentlemen, the seatbelt sign has been switched off and you can mave around the cabin, We shall be coming the cabin with refreshments in afew moments. Kindly look at the menu card inthe pocket in font of you and have your® ready, please. We'd realy appreciate it if you had the change for your purchases Thank you, and enjoy the fight 2 online.fiphtmis.comivciaglzeyziip=4 201120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat EE so: | i diermermtemnminomenies weasel BA. Answer the questions. 11 Which of the three announcements is > the most fun? > the most serious? > the most friendly? 2 Wihich announcement do you like the most? Study these phrases and sentences. FORMAL AND formal Informat INFORMAL Ladies and gentlemen Hello, everyone Lancuace You can move around the cabin. Feel free to walk around. The seatbelt sign has been switched off. The seatbtt sign is of Kindly took at the menu cad Be ready with your order. What other formal and informal words or expressions do you know in English? BA. sot these sntncs fom he announcements in exes 2: Undatne he words wich {Gu Ws noltapor nd in Bea esto 4 Tesenbet gn Sf + tal oes 6 Thanks yur esgeaton 1 Wate ci oi col eit home Listen and compare your answers. Then listen again and repeat. In groups of three, practise reading aloud the three announcements to each other. ‘Then say them again from memory or short notes. online.fiphtmis.comivciaglzeyziip=4 2uiee ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Getting started BETA, BA. at are ene main aitferences for fight attendants between long-haul and short-haul flights? Think about > the meals and drinks service > the facilities for passengers > requests from passengers. PERERA, BA. the refreshment service is beginning on a short- 2 online.fiphtmis.comivciaglzeyziip=4 haul flight. The flight attendant speaks to four Passengers, Listen and answer the questions, 1 What does the first passenger need to do? 2 What does the second passenger want? 3 What does the third passenger want the flight attendant to do? 4 What does the fourth passenger want to know? BA. isten again to the four conversations and fil in the missing words spoken by the flight attendant. 1 Excuse me, could you down, please? 2 0K, 0 3 Yes, of 4 cand you? 5 Leaveiit Me ve 6 Tdoitas as possible 7 What can I for you? 8 Liston, don't rw back to you, 221128 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat EE BA. How welt does the fight attendant dal withthe four requests? Discuss in groups or with The flight attendant is busy, so politely asks passengers to wait: Tm afraid were busy just now. Can you wait a moment? Can you wait until we've Finished the service? Leave it with me and Tl doit as soon as possible. TU get back to you. I promise BA. Listen and practise saying the sentences in Language focus. Remember to sound friendly @ and polite. MMMM, Ba. i wis prec tae tr to practise destng wth pessengepotlems. Student Ais the posnenger end Shit B the Nigh ano Start he ed / Theo Cold ya nd hs sto, onmenr al > hve chad ache, Yo am aig ‘Student B: Deal with Student As requests, Use the expressions in Language Jocus to help you BA. what other passenger needs do you have to deal with at the beginning of the flight? Discuss {in groups or with your partner. 3 online.fiphtmis.comivciaglzeyziip=4 231120 ‘09/04/2021 Englsh-for-Cabin-Crew-SB-pdf ee Helping to settle passengers TA. workin groups or witha partner. Discuss these questions. ar im fit 2 ‘online fiphtmi5.comivclagizeyaitp=4 41 What might these types of passenger need to get them settied ona long-haul fight? > passengers traveling alone > groups > families with small children > older people 2 Describe how the passenger types above can sometimes seem, Use these adjectives to help you, shy m nervous m unpleasant # noisy = rrogant « demanding 13 Who do you think makes a “dificult” passenger? Why? BA Listen to the fight attendant speaking to four passengers. In each case, what is the problem? Passenger 1 Passenger 2: Passenger 3: Passenger IA ess arene sein coe ta pecs et Passenger Passenger 2: Pssenger 3: = Passenger 4: BA Practise saying these sentences ina caring and attentive way. Listen and repeat. Try to copy the intonation you hear. > Hello, madam, are you feeling better now? > Gan Thalp you, si? > Did you cal, si? > Hello there, is everything allright? > No problem, madam. > 1 do apologize, Tl get it immediately, > Youre quite right, sit > Yes, thats fine. Go ahead Listen to the beginning of the service on a long-haul flight. You will hear four short conversations. Answer the questions. Conversation 1 41 What does the passenger want to know? 2 How long isthe fight? Conversation 2 13 When will the meal be served? 4 What isthe problem with the passenger’ children? Conversation 3 5 What does the passenger ask for? 6 Which channel are the fins on? Conversation 4 7 What does the passenger ask for? {8 Why does the Right attendant put on the call ight? 241129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat 3 | Study these sentences. Here you ar. (Giving the menu, headphones, blanket, a glass) EXPRESSIONS Can T get you anything else? ‘Anything else I can do for you? Let me put the call light on (fr you). Dorit worry, you'l be fine. OF course, no problem at al TIL be back in five minutes, BA. Liston and repeat the sentences in Language fous. BR einnaprincanriormnins meemeiani EE rate oe Tiyan he Direcscae samen Seis Sect ear a quiet elderly couple tae ny vi DBA res vars cas pf Bc py tet aepsteetl ihc ped ener es ee eee manele > Dor wr, yb fe > te Yorn S pemembsulige! Bar ee Tan ieee ech ced Sifts haere ps a el 2 ‘online fiphtmi5.comivclagizeyaitp=4 251120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Case study MMMM, BA. eae ving wit citron opposite and ansmer the questions. 1 Give examples fom the text ofthe kind of behaviour that can annoy adult passengers 2 What solutions are proposed or outlined in the text? Do you agree that the action of the purser toward the mother and baby was 2 little harsh? Why? / Why not? BA. work with a partner, Answer the questions about having young fiers and babies on board. 4. When you know in advance about young fyers and babies, how do you propae to settle them into the fight? 2 Wh do you think there are so many negative comments from other passengers about them? 3 Ist ally the fight attendants’ duty to keep the peace? 4 Compare your own experiences of deatng with either young fyers or babies, and of dating with ther passenger’ comments and complaints about them BA. tse to ston bait she answers these question. Make nots abut what she as > @ avn 1 ‘After take-off, what were your main duties?” 2 “Te there a ig diference after take-off on short-haul and long-haul flights?” 3 “Did you have any strange experiences after take-off?” Dictacintinimnnicgasin 1 Wirt ut Shor my eg wads Arsh ht? 4 Min eS opcn, ote gee nas ba sh ha i AW bepeersiperiet fovrhaned is cet Work with a partner. Discuss these questions. 1 After take-off, fight attendants have a duty of customer care for ll passenger, including babies. With all your ather duties, i there enough time? 2 Do.young flyers present the biggest challenge, or are there other types of passenger who give ‘more problems on board? Ifo, which are they? 3 Are fight attendants on short-haul Rights chosen for thelr speed in performing certain duties, or for other reasons? 26 online.fiphtmis.comivciaglzeyziip=4 261120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Flying with chilg ren peace ket ne Ae crews ful Desir about te behaviour of young fliers, including babies, on board. Mow emaled ses bear bay and put the blame on permissive parents. It's true that small children and babies in a cramped cabin can be a nightmare. Here area few of the responses: “tve had enough ‘of kids who kick the back of my seat while the parent looks ‘T've had enough of kids 5 ‘elsewhere. who kick the back of my seat while the parent looks elsewhere.” ‘Tedrives me insane to be surrounded by families talking loudly and passing food, drink, toys, clothes, etc,, back and forth.” "Families with kids have every right to fly, but they need to respect my rights to a pleasant environment and flight.” ‘The idea of family-only sections om aircraft was mentioned by many respondents. But families ‘may not enjoy crying babies any more than other passengers. So what is the role ofthe crew in keeping peace on a plane? A mother and her screaming baby were recently escorted from a plane because the purser Considered that other passengers could not heat the safety instructions announcement. Perhaps that was a lite harsh. "It's delicate situation,’ one experienced fight attendant says, ‘If parents don’t control kids, fight attendants have to do what they think is best, Every situation is different, Cabin crew can ask parents to control their children, but that is often the beginning of "Mind your own business” or “Have you Glossary got children?” or "What do you know about kids?” ‘Trying to parent another person's misbehaving child ‘can be quite a problem, In 15 years, 've never had ‘an unruly child on board who was travelling with a ‘hands-on parent.’ ‘Airlines sometimes have cards ot colouring books to ‘occupy children on board. A few airlines even provide child-friendly tables and chairs and toys at the gate areas to keep small passengers happy before boarding. ‘And one fight attendant was very clear: ‘Kids are ‘members of the public like everyone else, and they ‘often have to go places. '¢ always prefer to have ten babies on board than one drunk!” ‘oom smal. with not much space sh hae, ere ‘online fiphtmi5.comivclagizeyaitp=4 8) enaves dtu to control nro! parent whe takes responsibilty for their child a 271129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Food and drinks Giving a choice BBA. rest the menu rom nga fight and answer he questions. 11 Which meals will be carved on this fight? 2 How many courses are there for lunch? 3 How many choices are therefor the main course at lunch? 4 Do you think this fight departed in the moming, afternoon or evening? Why? ‘Continental breakfast and lunch Breakft rage is, yoghurt rsh Fe pp of sen rit ‘ant served ith ter an jam, mi, ea cee Laneh | Sure Soon lad wth aorted elo an crunchy atc bread topped with sredded parte wtp by ange ening | Main "Teer pecs of chicken marinated with Abie pices, cooked with tomatoe calor and arid with denon, ‘Scompanied by Hench bea and peat CCharoal-gl oe endednn, served with creamy erst ‘muhzoom sce topped ith chopped chives, acampanid by roasted potatoes and ed pepper Voyetabl lange with ight cheese sauce accompa by ssh ren saad Desert Ach dark cocoate moo, topped wit sh ernge and seers companied by fresh cream it and buter “Ten cof with choca Biman. ter Put food items from the menu into these categories. ‘online fiphtmi5.comivclagizeyaitp=4 281120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Eee A cimoemamase, Witt OFFERING A cnorce Etnmnene Sam online.fiphtmis.comivciaglzeyziip=4 BA. tisen tothe tight stendont serving the mea to pstenges re the sentences ‘true (1) or false (F)? 1 The man chooses beef 2 The man chooses white wine to dink, 3 The wine is French, 4 The woman wants Fish for her main couse 5 The woman does not like food which is too spicy. 6 The woman asks forthe lasagne for her children. 7 There is @ problem with the woman's choice for her children. 88 The woman chooses sparkling water to drink for herself and Coke for her children, 9 The Might attendant advises her to pre-order the children’s meals forthe Right home. ‘Study these sentences and phrases. Service with 2 smile What would you lke, sir? What would you ike to dink? What can T get you, madam? Giving the meal tray or serving a drink Here we are, si. ‘There you are, madam BA Listen and repeat these phrases. Notice the intonation pattern. > Coffee or tea? > Red or white wine? > Still or sparking? > Beef or chicken? > Brown or white? > Vegetarian or non-vegetaian? Work with a partner. Take turns to practise ordering and taking orders from the menu. Ask and answer questions about the menu. Abt A Whet are oh B they're kind of ho 29 291120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat LL . Serving drinks BA. there are many different kinds of drink which passengers can ask you for during a fight. Dian Listen and repeat this list. sede = Perrier apple juice « SeuvignonBlane m Johnny Walker = Nerot cognac fivittea m Bloody Mary m fot chocolate m vada m Marini w Kronenberg Bacardi rum w cappuccino m diet Coke w lemonade m bottled stil water w port Carlsberg m Bordeaux m champagne 1 tomato juice = tonic water m Ext Grey tea ainger ale = bourbon m English Breakfast tea m expresso Dis Vier iso rin ta aa 6 rrr nope MBI ‘Sauvignon Blane (Can you add any more items to the menu? BA. Listen to the tight attendant serving drinks to seven passengers. Put the drinks in the order Douonae 90H Hear hem asked fr to age asses of ote with ke 2 eap often 2 pinaple ie r tg es oa ar 2 in and toni es an pple juce pga ot ‘online fiphtmi5.comivclagizeyaitp=4 30/120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat EE BA. tisten again and answer the questions. 41 Does the first passenger want ice with her water? 2 How many different kinds of juice does the fight attendant offer the second passenger? 3 What isthe problem withthe third passenger’ onder? 4 How many types of beer does the fight attendant offer the fourth passenger? 5 What does the fight attendant say when she gives the young passenger the Cokes? 6 Does the sixth passenger lke the food? 7 8 Why cant the fight attendant serve the last passenger an alcoholic drink? What does the fight attendant offer instead? on sev an, assis env te mine tt st a pa i @) avoro lists. Notice the intonation pattern. 8 pole, orange, pineapple or tomato, Coke, Fanta, Spite, 7up ott. ed wine, white wine, sherry or champagne, Wines Teas: Earl Grey, English Breakfast, peppermint or green. Waters: Still water, sparkling water, soda water or toni water Coffees: Espresso, cappuccino, decaffeinated or regular. TBA. work with a partner. take turns to practise taking orders from the drinks menu you created in exercise 2. BA. what probiems can ttiht attendants have when serving food and drinks to passengers? Add Your own ideas to the list and then discuss with your partner, or in groups of three. Do you agree on which are the worst problems? > The meal isnt hot enough. > The meal is not what the passenger ordered. > The passenger has already drunk too much, but wants more, > Unexpected turbulence causes. ee online.fiphtmis.comivciaglzeyziip=4 38 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat a ____ Duty-free sales BAX Listen tothe announcement and fl in ‘the missing words. Ladies and gentlemen, the duty-free sales wll shortly Please prepare your? of purchases, Check the Shopping on Board magazine in your seat” [Al prices are in local currency and in US dollars, and you can pay by cash or bys a credit car. We ‘most major credit cards. Frequent fyers ¢ points on all sales on board. There are some bargains and there are several items specially designed for our artne, DBA, ind wor pares in ta snnornnt with too messing items to buy get ready airtime club members discounted items created Bi rein earn erercness whisky a a brooch = a USB key = face cream m cigars = perfume spray cognac m aftershave = a soft toy m chocolates m earrings = lipstick eau de toilette m vodka m a watch = a model aircraft = a scarf mascara m a travel plug adaptor m a crystal pendant m a travel razor a bracelet a champagne w a pen m cigarettes m headphones What other duty-free items can you add to the categories? 5 ¥ { oe te ~ 2 7» 3 online.fiphtmis.comivciaglzeyziip=4 32/129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat DR a openness gern redial Ta ne 41 What does the passenger want to buy for his daughter? How much does he pay fr his daughter's present? What else does the passenger buy? How does he pay for his purchase? Why does the passenger give the fight attendant two cards? What does he need with his purchase? a SE MONEY The perfume costs 42 dollar TRANSACTIONS The scarves are 72 dollars each. Forty-one plus [+] 72 makes 113 dollars Four times [x] eight equals [=] 32 dollars. ‘Atundred dollars minus [-] 85 ~ thats 15 dollars change. That comes to 120 euros How will you be paying? By card or with cash? How would you tke to pay? Here's your receipt, your card and your gifts A is sad sparse ngage fee Q auososs BA. tow good are you at counting money and adding up a total for your passengers? Work with 4 partner. Fill n the totals below, then practise saying the sentences 1 $19.50 + $27.00 2 $20- $11.75 = 3 43,00 + €13.75 = 4 €675x2= 5 e145 x2 6 $33.39 + $7.20 BA. hts the caren in thee counties? ah eds tml eo Seeing. Sern BA. what is your tocat currency? What isthe rate of exchange with the Japanese yen, the US dollar and the euro? BAA. with your partner take turns to practise buying and selling duty-free goods from the vocabulary list. Make up prices for the items. A tA lite sonce mascara please. B certainly, madom. the vaascara e Is Fit Sten pookvametn MTU ERT He . se sink notte w we ay arcsbont ina rane — eee ‘online fiphtmi5.comivclagizeyaitp=4 39/129 ‘09/04/2021 Englsh-for-Cabin-Crew-SB-pdf eee Case sbudy In A Im A fScn Ow ‘online fiphtmi5.comivclagizeyaitp=4 Read the different opinions and experiences of in-flight food opposite and answer the ‘questions. 1 Which of the opinions and experiences 1-10 ate those of passengers (P), and which of crew (C)? Which could be either (E)? 2 Which express a positive opinion about the food service on board, and which a negative opinion? Which do not express an opinion? 13 Undetine all the adjectives and phrases used to describe food inthe texts. Do they have a positive or negative meaning? Work with a partner. Answer the questions and discuss the in-flight food on both long-haul and short-haul flights, 11 Inyour experience, ae passengers dificult to please when it comes to in-flight food? If so, why? What do they complain about most? 2 Ae the problems usually with the quality of the service provided by the Right attendants, othe ‘quality ofthe food itself? 3 Is the solution to have one excellent meal on long-haul fights, and no food at al on short-haul fights? If not, why not? “4 What improvements would you like to suggest to your artne? Listen to Shon Davis as she answers these questions about the meals and drinks service, Make notes about what she says. 4 ‘Did you enjoy ths pat ofthe ight?” 2 “How much do cabin crew know about the meals in advance? '3 ‘Do you remember one special incident during the meals service?” Listen again and answer the questions. 1 Why di she especially enjoy the meals and drinks service? Why was this the ‘nicest part ofthe insight service? ‘2 When are cabin crew told about the meals? What exactly ae they told? 3 Can you retell the story ofthe special incident she remembers so well? How was this problem solved? Was this a good solution to the problem? Work with a partner. Discuss these questions. 1 ines spend a lot of money on food. Wy do you think this i? Are they succesful in what they are trying to do? 22 What do you think about meals forthe crew on board? Are these adequate? 3 "Bar snacks on short fights are insulting, over-priced and tasteless, and meals on most long-haul fights are bland, poorly presented and served without grace’ Do you agree with this comment? ~ 34/129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat 900. thoughts... 1 et ener 825 ‘The in-fight meal was fine. We were otfered a choice and a selection of drinks. There was no rush ‘The fight attendants even found time to chat a litle and make the whole experience enjoyable, 1 finitely travel on this airline again. 2 sans enn 8 ‘That was the worst meal I've ever had. It was served in @ box with a plastic fork and put on my tray table without a word or a smile, Even now, I'm not sure what it was 3 ees cer 82 Ityou'rein Business class, you're fine. The meals are well prepared, look great and taste even better. In Economy, its the opposite. The meal is bland, not very hot, badly presented and tasteless. Its better to take your own food on board. Atleast you can eat i. a sed citer 1908 ‘The airines long ago realized that their job ~ their product, and what people pay them for ~ is transportation, not food service. Some day the flying public wil realize that, too. 5 es oe 8 [An aircraft is nota fying restaurant 6 ind ate 27 {1am a fight attendant for a major international aine. 've been flying for nearly tity years, and in that time people have always complained about aiine food. | honestly think passengers are being Lnrealistic. This is aride in an aircraft, not a trip toa top-class restaurant. It's what its. I's not going to get any better either, with internet fares and the present state of the aiine industry. 1 ne 2 apni ‘Yes, yes, yes, i's been said a milion times before: the food on planes, even in the front of planes, is, dreadful, 8 | want to point out that of all the dreadful food in the world, perhaps no dreadful food is presented with more ridiculous fanfare than the dreadful food in the sk. (On a recent trip Ihad the misfortune to buy a snackbox. It was not fi for human consumption unless {YoU were alone inthe Arctic or lost inthe jungle, 10 ste Seentr 42 | ly quite a bit, and to be honest I've never had a bad meal, am much more initated when there is ro complimentary food at all Glossary ed nd tasteless sreadfl very bad ‘foe 3 9 pay hat fitforbuman ensimption aot goed enough fo pen ‘onplinenan fee tout 35 ‘online fiphtmi5.comivclagizeyaitp=4 35/120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat LISTENING Witte FINDING OUT THE PROBLEM ene 36 online.fiphtmis.comivciaglzeyziip=4 Identifying passenger problems BA. Asa ttignt attencant, you are expected to deal with all sorts of problems, for example an in-flight entertainment handset that doesn’t work, ‘Work in pairs or small groups. Make a list of other regular, minor passenger problems you can have on ‘lights. — 8 BA. uisten to. ight attendant deating with two passenger problems and answer the questions 1 hat can't the fist passenger do? 2 Is his handset broken? 3 Does the Right attendant fx the problem? 4 Does the second passenger want to watch a TV programme ora film? 5, Does the Right attendant fix the problem? Study these questions. Did you call sir? What's the problem? What's the matter? How can Thelp (you)? Si yn re si secant conden aes aici, mein cs wid da fecis pine (ra peed ome Uc rome 41. Did you call =a? 2 Your handset? 3 4 What’ the problem? 5 What’ the matter? 6 How can I help? aD 36/120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat 32529500: | IA. ister to fur exhanges between passengers ad ight attendants. Al he passengers have Daan pushed the cll button. Wc of howe athe far roan? tbe them the rer 3 er the on ae ‘ord tee IA. ee tp coast rs corres wore son vpae we rie a nt esc he fight attendant nthe poem staans fh ousle3.3 bee? fin ja thas sara n id eect iat ht lomat = freighter wm referee wm bank clerk m nurse m waiter(ress) nanny m lifesaver m police officer m receptionist m friend m information officer BAA. Now discuss these questions with your partner or in small groups. > Which ae the two most important roles, in your opinion? > Which are the two least important? > Which roles do you most commonly take? > What other roles do you sometimes take? 7 ‘online fiphtmi5.comivclagizeyaitp=4 371129 oaio«iz021 Englsh-for-Cabin-Crew-SB-pdf Dealing with problems BRITE. BA. took at the photos. what do you think the tight attendants are saying to these passengers? BA. Listen to how the tight attendants solved the four problems you heard in Zdentfying pssengor problems, exercise 4. Answer the questions. 1 What does the flight attendant offer to do forthe woried traveller? 2 What does the fioht attendant agree to get the hungry passenger? 3 What des the flight attendant offer to get te cold passenger? 4 Can the fight attendant get the sick child some paracetamol? 5 What das the flight attendant offer to do forthe passenger withthe sick child? 38 online.fiphtmis.convuciag!zeyzitp 38/129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat EE oo | BA tisten again to the four conversations and complete the sentences. 1 TW check on our arva time and toyou. 2m ‘for you A sandwich or pot noodles? 43 TU get youa blanket inthe 1 yout tie amu what I can do 5 Tl iF there is a doctor or nurse an board ‘We use will to make an immediate offer to do something, Study these sentences, ‘OFFERING TO Offering to do something for a passenger HELP (1) Tl check on our arrval time and gt back to you Ti ask if there is a doctor or nurse on board. TU get you a blanket. Tl get it for you. Til get it now. TTL show you how it works. Tl get you another one. DBA. ister a repeat th sotancet a Langeope fous ry pa atarton the waywe Damn saytecin frm Pie Di tees pointers paersligpal piange piles inden pees ‘The problems: > A baby is crying. > The reading light goes on and off > A neighbour's music i too loud. > You cart sleep because of a noisy group nearby. > You carit open the overhead locker. > The toilet is city, > The seat cushion is wet. > The headset is broke. Passenger Flight attendant Say there isa problem, > Ask for information about the problem. Explain the problem. > peal withthe problem, Offer thanks. 39 ‘online fiphtmi5.comivclagizeyaitp=4 39/129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat ee Saying sorry Bi teases satior orto ean ues > How often do you have to apologize to passengers on a flight? > What are some of the things you have to apologize for? uss these questions. > What makes passengers angry? > How do you make them less angry? Do you make excuses or give reasons forthe problem? Or do you just apologize? BA, tts to encanta nga cto ar pnsngti you ta, make a note of three things the flight attendant has not got today. IBA sie core et eoerc mets @onwe> BAC toy to sittin the missing words inthis extract from the Listes sten and check your Flight attendant what ant you, sift Passenger Tne cheese" and two diet Cotes, plese Flight attendant Oh dear Lem sony but we've cut of cheese. Taye ben very ‘ tet BT can en onic Passenger T don't belive it~ isthe od story. You aways to tun out Flight attendant Once again, ean only * sir ul you ike the chicken? Passenger to no thank you Flight attendant Sory chat. 40 online.fiphtmis.comivciaglzeyziip=4 40/128 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat ey aciao {APOLOGIZING Sony, we dont have any peppermint - my mistake. Th aa we've only got apple ue and orange ule today. (os {do apologize. Tam cory, but weve un out of ches. ean ery aplogiz sir Sony about that Ti real sory, we havent got any le ‘Sony is often followed by madam or sie Zm omy madam. / Sorry Ee am 58 ‘sentences from Language focus, stressing the words in bold. Try to copy the wide range of ‘imate > Sor ert hae any epi =m iste > Tund w ony yearend rnp ey. > Teenie ee ev wn vis oem Pana epee Saeko a letipenie Ol PBT, BA. wor witha partner. take turns to practise apologizing for problems. You can use the ideas below ot your own ideas. Try to give a reason or excuse forthe problem. Use the diagram to help you. The problems: > The cabin i to0 hat > There ist a vegetarian option on the mens > The choice of n-ight movies is poo. > The seats ae uncomfortable Passenger Fight attendant Say what the problem i. ‘apologize fully Accept / Don't accept the apology. > Give a reason forthe problem, ‘Accept the explanation Apologize again biel a ‘online fiphtmi5.comivclagizeyaitp=4 ani29 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Case study BA. tess rzoctet sre fh from Ty to Pars opps and anwar he questions 1 What exactly happened on board this Right? 2. How many passengers were affected, and in which part of the aircraft? 3 Did the airine spokesperson admit any responsibility for what happened? BA. Works prter scars these question amen @ 1 How could such a serous thet happen in a secure environment? Could the cabin crew have done anything to prevent it? 2 Do\you think it isthe esponsibility of the aitne to find salen cash and belongings? What about finding the thief? What is your arine's policy? '3 Make a list of five common problems which you can usually salve, Think of two problems you were not able to solve. Why not? 4 What isthe most unusual problem you have experienced ona fight? Is Sheer sostes tetas shen ee quan ir onic cheng 1 Tage at paserges eta past? 2 Min Ue bom ome Fis ooia 3 the seers ht” BA. tisten again and answer the questions. 1 How much estoner service traning do most atines provide? 2 What ace the two most common complaints Shon mentors? Is his also your exerience? 3 ven if you think passenger song about something, what st portant tha you do? BA. Werk with partner osu these quesvon a ‘online fiphtmi5.comivclagizeyaitp=4 1 The pickpocket problem was unusual, but in general i it the fight attendant’ job to make sue that passengers’ problems are always solved? 2 How do you fee as you board your fights knowing that you are likely to have passenger problems? Tense and nervous? Or do you lok forward to the challenge? 3 Do you agree with Shon about seating being the most common passenger problem? Give reasons for your answer. 421129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Eee Sea A pickpocket stole thousands of pounds’ worth of ‘cash from Business class passengers as they slept ona flight rom Tokyo to Paris. Cabin crew did not spot the thief at work ashe ‘went through wallets and. Tandboge during the 12-hour ke hi. But athe pris we pay for eke, you overnight fight See ere a acca Passengers woke to fina large Peareeaieemaangm “iching ove: os and mating sro ‘sums of cash missing. The Cee kena De Deeednad ase capttinalerted police, who met MOSSAASECRSRM A spokesperson orihe arine the Boeing 777 jet as it landed at us and making sure said it could not comment on Paris Charles de Gaulle airport on Tuesday morning, but they ‘were unable to identify the (One passenger told police that about £3,000 in ‘mixed currencies iad vanished from her handbag. Glossary ‘pciocket someone who steals fom people's bags and pockets someone wo steals things paelatze held for money large anourts of roney the place where lage aulteases ae stoved in plane online.fiphtmis.comivciaglzeyziip=4 EeSoene rics Five others, who had paid up to £8,000 each for their tickets, said they had also lost thousands in cash. ‘One told the French news website Le Post: ‘Most Jong-hau! travellers sleep on overnight fights this particular incident, but added:‘As a general rule, ‘passengers! belongings in the ‘cabin are their responsibility, while laggage in the: old isthe airline's responsibilty” “8 43/129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Is there a doctor on beard? Dealing with an on-board accident BA. ork witha pater rin sat groups. Discuss these questions. > What kinds of accident requiring medical attention can happen to both cabin crew and passengers on a flight? Make a ist. > What isthe worst on-board accident you have seen ot experienced? > What fst aid are you qualified to cary out? What are you net qualified (or not allowed to do? BA. stent tight attendants Leta Dore tn te deg wth oud ha taal seer epee { Win hasbeen red? 2 Wht tnd of fy dete penon a 3 What caused the accident? ( 1 wat coe ate en a passenger to do? brite 5 What does Leila ask Hemal to do? SSO I cSce saat sepase nc esac on rn BR caput secant wage 1 This ads been h_. She's b_ 2 Alaptop f oto her hea. 3 How are you F 2 4 You've had a nasty b fon your head, 5 TUputad over it. 6 I vasa bitd but Tm fine now, 7 Can youh ‘this compress against your forehead? “ ‘online fiphtmi5.comivclagizeyaitp=4 an129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat ie ra CHECK = CALL = CARE Eirini Study these sentences, (Check ~ Call — Care is the standard response to medical problems on board ‘Cheek (Find out what is wrong) Do you have any pain? Do you feel well enough to sit up? Hom are you feeling? Call (Describe, inform and get help) {need some help. Get the first ad kit immediately, Can you get her a lass of water, please? Care (Take action and take care) ‘Tm going to clean up the wound and put a dressing over it. (an you hold this compress against your forehead? BAA. uisten and repeat these questions from the Listening sections. Remember the intonation for open questions (~) and yes/no questions (+). > What's happened? > Are you all ight? > Canyou hear me? > How are you Feeling? > Do you have ary pain? > Do you feet well encugh to sit up? > How is she? > Can you hold this compress against your forehead? > Can you get her a glass of water please? BB elie ems sherry tie etn rs stethoscope m syringes = dressings m gloves aspirin m cardiopulmonary resuscitation (CPR) mask ‘automatic extemal defbrilator (AED) = bandages ‘oxygen a antiseptic wipes 45 ‘online fiphtmi5.comivclagizeyaitp=4 45/129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat QL Dealing with a serious medical incident BA. Wiork wien a partner or in smatt groups. Discuss these questions. > Apart from accidental injuries, what other kinds of medical problem have you had to deal with on flights? Make a list of major and minor incidents. > What isthe most serious on-board medical incident you have had to deal with? What happened? BA. tisten to tant, tat and soya deatng wth a major media incident o fight fom Dei a to Colombo. Are the sentences true (T) or false (F)? The sleigh aos fest momen sagen sen ages endo eatin ssfeters town Bel Ds con tic snide ern, ie ae aka 4 Can you h me? 2 Think he's had a h attack, 3 He's not b 4 Lotsa him on the floor 5 Help me get the m cover 6 We're taking ¢ cof hi, 7 Wea (PR fortwo minutes. 8 His p_ fs very weak, “6 ‘online fiphtmi5.comivclagizeyaitp=4 46/129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat so _ | BA. ew wt id an andl low the Check all Ca pacdu? sie wth partner or in small groups. Study thes Instruction. GIVING Bilal, gab the oxygen. INstRuctions Get Safiya to call Anton 0 crew Help me get the mask over his head. Tal the captain, ‘Make an announcement immediately. Ista stoped vcloe i emung res Qa BA. isten to Anton, the purser, speaking to the captain about the sick passenger. Answer the Qian questions. 41 What's the doctors dagnoss? 2 Is the passenger in danger? 3 What has the doctor requested? 4 What action does the captain sy he wil take? @rwwos [EAL ty to in the missing words in this announcement the captain makes. Then listen and check your answers. Ladies and gentlemen, this isan * announcement, Ve have a serous medical situation on board and we need to* to Mumba, the spor, a son as posible. The Aight attendants wll now the cabin fo landing. 1° being on the ground within the next 15 minutes. After landing at Mumbai, you must * on boar te aa. bo apologize for any? this diversion may ete However I ket thank you for yout ‘cooperation and understanding. After landing at Mumba we will Keep you regularly * with our plans for your continued flight today. DG tie pain meestactaw sbormnemane Qa Ladies and gentemen, if there isa doctor on bor, please mate yourselknown toa member ofthe crew immeately by pressing your eal bel Thank you! MRSA, BA. ori in smatt groups. Role-play a medical emergency where two of you ae light attendants and two of you are passengers. Then swap roles. Remember to follow the Check —* Call — Care procedure. Ate Bien — aa online.fiphtmis.comivciaglzeyziip=4 aii29 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat | cc gasses Reporting a medical incident PEMA. BA. ter the stight, you tell colleague what happened in Deoting witha serious medical incident, Work with a partner and take turns to role-play the conversation. A ie Sa ene TALKING ABOUT What happened? He collapsed, He stopped breathing, THE PAST What was the problem? He had a heart attack. What did you do? We gave him oxygen and administered CPR. Was there a doctor on board? Yes, thank goodness, he arrived almost immediately MMMM A. put these verbs in the correct column according to how the endings are pronounced, wanted m coliapsed = foosened happened = checked m reported fainted m resumed = informed w stopped m needed m arrived closed = remained m decided w asked w administered m suffered switched m assisted recommended ‘ollapeed leesened wanted Listen and check your answers, Then listen again and repeat. ee ee ee ee sentences in the context of medical incidents or on-board accidents. “@ online.fiphtmis.comivciaglzeyziip=4 49128 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Study these sentences. LINKING WORDS At the beginning / At fist the turbulence wasn't too bad Soon after / Then it started to got worse In the end / Eventually we had to stop the meals service. First we fetched the fist aid kt, and then / after that we cleaned the wound: Finally we put a dressing on it BA. mink about the on-board accident in the Listening on page 44, Take turns to role-play conversation telling a colleague what happened. Use verbs from exercise 2 and linking words from Languoge focus to tell the story. IBA. nate the repet torn shut ht bappced te ing it ro midi Use these words. transferred = pulse m cardiac m resumed m frst = condition comfortable w services = defibrillator m recommended = happened administer = aware a until Report on Medical Ineident on Flight 1C321 from Delhi to Colombo ‘The incident! at 16.40, that i, two hours into the flight. A male passenger aged 63 suffered a > arrest “Two flight attendants assisted the patient as Soon as the alarm was raised and immediatly checked the man’s * +made him“ «took his * + checked his medical history with his wife who was travelling with him, got the oxygen and a and informed the purser informed the captain. The Might attendants gave prompt ” aid and into! CPR, Fortunately there was a doctor on board and he said the man hha suffered a cardiac hospitalization, The captain decided to land at Mumba, the closest international airport. The captain made an announcement to make passengers of the situation, He also requested} ATC to provide fll medical emergeney " con arrival. The doctor remained with the patient landing, | stand was ina serious condition. The doctor? immediate The plane landed at 17.01 and the emer eney services took charge of the patient, who was to hospital. The ight at 18.10. twas later reported thatthe patient wasin a stable condition in hospital in Mumbai “9 online.fiphtmis.comivciaglzeyziip=4 49/128 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Case study IBA. three sector om board? oppesin unl answer the gestions 41 What happened on this transatlantic fight? 2 How many passengers did the doctor see? Were these serious medical emergencies? 3 What was the role of the flight attendants during the medical crises? 4 What is your opinion ofthe doctor and his behaviour on this fight? BR Witcots perrec aioearur esinion ca ans wr eons naan, 1 Discuss the actions ofthe flight attendants in the incidents. 2 What kind of medical training have most fight attendants had? 3 What do you think would have happened if no doctor had been on board? EEO, BA. Listen to ston davis as she answers these questions. Make notes about what she says. Browse 4 "Were you tained tobe a good nurse? 2 “Do you havea special media rss that you ramamber in pantclr” 21 “Whats your ave about medial incens om oar o ight attendants in thelr Bal phase of trtnng? ten again and answer the questions. 1 Complete this extrac, Did your first-aid training cover the same things? “.e. me cover all sorts of things from * to to? and and we are taught how to deal with such a wide range of Situations that can occur on board, you know, fom * ‘on board to, you know, a _ $0 there are many different aspects of nursing training that Might attendants receive 2 ork with a partner to retell hor’s story of the medical crisis. Use these words and expressions > sweating profusely > a glas of water > the food trolleys > recovery postion > one of the stewardesses > oxygen bottle '3 Why does Shon say you should not worry too much about in-flight incidents? META, ics tose questions 41 Is your fist aid training ‘vey, very good’, or do you rely on more experienced colleagues when medical indents occur? 2 Is training for medica incidents the most important part of your training? What personal qualities are needed for dealing with medical incidents? 3 Life-threatening incidents are rae during fights. Do you know of any? What happened? 50 ‘online fiphtmi5.comivclagizeyaitp=4 50/120 ‘09/04/2021 —— Is there a Englsh-for- Cabin-Crow-SB-pat on board ? Most people who have flown long-distance fights have heard the call: 'f there is a medical docter on board, please identify yourserf to a fight attencant.” Bul, believe me, if you're a doctor, your frst instinct J to hide n the tolet. | know this sort of thing should bbe second nature to me, but I'm used to working in 4 hospital with a very small audience, In Economy lass, thee can be 300 people watching, who are very interested in what's going on. So, when | heard the cal, somewhere over the mid-Atlantic, Itried to sink deeper into my seat, hiding my face behind ‘my magazine, But, when nobody else responded, | ‘Bushod the call button There was a male passenger in First class with ‘abdominal pain, He was 60 to 70 years old. | performed a brief examination and | concluded that the pain was probably a kidney stone. I gave the man ‘some pain kilers and said I'd check on him later. [ried to sleep, but maybe an hour later the attendant approached me again. “There's another patient for you! Oh dear! He was ‘also an elderly man with a history of heart disease. | asked the attendant if there was a defibrlator on board, This second patient said he had typical chest pain with his hear attacks and this felt much more like his stomach, Then he was sick and after that he felt a itle better. | gave him some redicine for his stomach from the medical kit and then I checked on my fist patient and he said he felt ‘allot better. Glossary kidney stone a paintl meical condition elder ot fatdominal pin stomach ain o bosch t bing food bck rom the stomach ff youre a doctor, your first instinct is to hide in the toilet. ‘A couple of hours later a fight attendant woke me ‘fom a deep seep (this was an ovemight fight) to apologeticaly tll me that there was a third passenger in need of attontion. This time it was an eldery lady who wes having trouble breathing and the fight attendants had got an oxygen mask on her. Wel, her lungs were clear and her pulse was normal and sho ‘seemed really panicky, and her traveling compenion, said she had been under a lot of stress and hated fying. So this was probably a pani attack. | told the fight attendant to kesp her on oxygen for another half an our and told the patient in my most reassuring tone that she would be feeling Detter soon. | then checked on the kidney stone patient @leeping) and the sick man (much better, thank you). | went back to the galey and had some cotee with the ‘ren, then went back to the panicky lady, who was feeling much better. The fight crew was very nice and gave me a tree bottle of champagne as a git. But when we landed | ‘decided | would never again admit that | was a doctor (on an aircraft fight! lungs the engans in your body which you use to breathe ‘online fiphtmi5.comivclagizeyaitp=4 51 51129 ‘09/04/2021 in-flight emergencie Englsh-for- Cabin-Crow-SB-pat Taking charge in an emergency I “tosis aon snsvesrey neg te ma ipsa pero ws 82 online.fiphtmis.comivciaglzeyziip=4 training. In an on-board emergency, which of these roles does the flight attendant take: ‘iplomat, nurse, policeman, fitefighter, referee, lifesaver? Discuss with a partner or in small sroups. Which is the most important role? Work with a partner. Look at the list of serious on-board events. Which are real emergencies? Which are the most serious? Which are the least serious? Can you add any more to thelist? aan engine on fre bb a passenger giving birth passengers fighting a sudden loss of cabin pressure and drop in altitude complete engine failure | PAN-PAN call as a result ofa cardiac arest a fire in the toilets lots of passengers suffering from nausea the pilot's PA announcement to prepare for ditching ‘an aborted take-off (or go-around) ‘As you discuss the situations, think about these questions, > Which is ife- threatening to all on board? > Which isa temporary problem? > Which isa clear Nayday? > Which isa PAN-PAN? Which of these things would you do in an emergency situation? 8 Discuss the situation with your colleagues bb Wait for instructions from the purser. Ask the passengers for their advice. 4. Give clear instructions to passengers on what todo. 52/129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat I oi BA. ty to fil in the missing wor ‘this sudden announcement from the purser. Then listen and check your answers. Purser Ladies and gentiemen, this isan | This is an? : > ‘in your seats with your seatbelts * - Remain? and these instructions. Pull’ __ the exygen mask Pal. * the oaygen mask. Put it * ‘your nose and ® ‘immediately and breathe Flight attendant Grab your mask. Pull it down and place it” your nose and Purser Remain calm. Stay in your seats and * a mask towards you. Pace the ‘mask over your mouth and nose like this and breathe normally, adjusting the % to secure it. Do make sure your own mask is fitted propery " helping anyone else a EE GIVING INSTRUCTIONS Stay in your seats, Remain calm. Pull down the oaygen mask Pull it down over your nose and mouth, Breathe normaly Sv cnainamnaeme ane: or reaper cen ceric ats ectia ala pened ‘online fiphtmi5.comivclagizeyaitp=4 ‘uicly. Work with a partner. During an emergency situation, what would you say to these people? Choose from the sentences below. There may be several possible answers. 28 worried passenger whose wife has just fainted a pregnant woman experiencing contractions a young boy running inthe aisle to the toilet a panicky hyper-ventilating passenger a loud and noisy grup who are not taking the emergency instructions seriously a mother whose child is sick and vomiting ‘woman with headphones who is listening to music > Please keep quiet. > Don't wory, youl be fine. > Listen, stop. > Dont be upset. Well take cae of her > keep quiet please ~ you are disturbing others. > Dont shout, speak normally > Breathe slowiy and deeply. That’ it. > Calm down now, please, > Thats enough - control yourself > Try to relax. IU stay with you. > Listen carefull, please, these instructions are for you. > Wait until we land. 3 53/120 ‘0904/2021, Englsh-for- Cabin-Crow-SB-pat i Preparing for an emergency evacuation ee happened? Tella partner. Fight 302157 isin trouble Tt is a Boeing 747 with 174 passengers and 14 crew. After experiencing severe turbulence and the start ofa fre in one engine, the captain has decided to shut down the engine and make an emergency landing. The captain makes the announcement himself. The passengers are aware that al is not normal and they ae nervous. Bh eetecstrtmimmiticoneereitine ieee: Ladies and gentlemen, your captain * We have 8? __problem and for everyone's safety we've decided to land in the next? ses at the nearest airport. The landing should be perfectly * , but fr safety reasons we will evacuate the aircraft using the _. The cabin crew will now give you fll instructions and* __ you for the landing. Please listen ” to their instructions. Thank you. BA. what do you think wit happen after the captain's announcement? What won't happen? 56 ‘online fiphtmi5.comivclagizeyaitp=4 Puta tick (7) or a cross (x). The cabin crew will. 4 secure everything inthe galleys ‘continue the food and drinks service help passengers to get their bags from the lockers to collect precious items 4 ‘begin to go through the cabin saying Tasten seatbelts’ fe make sue the toilets are empty collect the headsets § make sure everyone returns to thelr seats immediately ‘wait for instructions 4 point out the emergency exits 541129 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat Eee BA. tisten to the purser giving further instructions to the passengers and fill in the missing Qane words 2 Laies and gentlemen, as the captain has just told you, we shall be landing in 20 minutes. For safety reasons, aftr landing we shal be! the aircraft using the? slides. So please listen very carefully and do 2 Instructed, Please return to your seats ‘immediately and * _your seatbelt fastened securely. (ater) 1b We are now _ to take you through our safety procedures. Please watch and listen carefully. The safety card in your seat pocket * details of your escape routes, oxygen masks an life jackets. It also shows the * positon, which you must adopt in an ‘emergency landing. Again, please listen carefully. Emergency exits are on both * ofthe aircraft. They are clearly * and are being ‘ut to you now. On the main deck there are two exits at the rear ofthe First class cabin and two at the front and rear of each other cabin section. On the upper deck there ie an emergency exit on each sie, In the middle of the cabin. Please take a moment now to the exit nearest to you, bearing in mind that the nearest usable exit may be behind you. To help you find your way tothe exits, lighting is provided in the aisles at Roor level (After landing) € Please remain seated and follow instructions given to you by your cre. Do not Leave your seats Until instructed to do so by your crew. When the seathelt signs ae switched off, make your way to your nearest exit. Leave all personal" thin. I repeat, Leave all personal hand- baggage ladies,» hih-heeled shoes, as they may tar the side Study these sentences INSTRUCTIONS Do not leave your seats until instructed to do so by your cre. NOT To D0 Donat / Dont take anything with you as you leave the air Somernine D0 nat / Dont take handbags or brefeases. DBs sti oe pct snes seins peor to teens SATE purser. Then say them again from memory or short notes. 55 ‘online fiphtmi5.comivclagizeyaitp=4 55/120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat QS Reporting an evacuation SS ee ee any top public figures died when their et crashed en route toa war memorial service in Russi This was one of the most notable crashes in recent time, along with the Concorde cash in 2000 fn Paris. In both these incidents there were no survivors and there is nothing thatthe cabin crew could have done to avert disaster. Cabin crew were, however, able to play an important pat in an incident involving US Airways Right 1549 in February 2009. You are going to read a newspaper article about this incident. A. ot st ste photograph ben Des what you can ste in the picture BAA. read the headline, What do you know about this incident? UNBELIEVABLE Gs BUT TRUE US Airways Flight 1549 lost both engines following a massive bird-strike three and a half minutes after take- Of the floating aircraft or into the slightly submerged slides. They were then taken to safety on Hudson River ‘off and made an emergency landing in the Hudson River yesterday in the late afternoon, There were 130 passengers and five crew members, including the captain, ist officer and three fight attendants, on board. Al 13S survived, ‘The plane ditched at exactly 15.31, less than seven ‘minutes after take-off, Four minutes later all the ‘passengers and erew had been evacuated on to the wings ferries. Before leaving the aircraft himself, the captain ‘made one last check inside to see that noone was left behind. There were no serious injuries Many are calling this a miracle. However, aviation authorities are saying that the real reason forthe suocess of the landing and evacuation was the first-class training of the plots and eabin crew. They knew what to do and did it superbly rn BA. is tncden nas en dec as the mest sucessful cg in aviatin istry. Do you agree? What do you know about the actions of the cabin crew and flight crew that day? 56 ‘online fiphtmi5.comivclagizeyaitp=4 56/120 ‘09/04/2021 Englsh-for- Cabin-Crow-SB-pat BA, erieiperatimtigata: 11 What caused the engine fitue? 2 Where did the plane land? On water or on land? 3 How many people were injured? “4 Wio was te last person to leave the aircraft? 55 What reason do aviation authorities give for the ‘miracle? A ster i te seabed 4 very big 2 anattack 3 to live after 2 bad accident 4 to and a plane on water 5 not sinking under the water 6 just alittle 7 under water 8 physical harm 9 very, very good 10 very well ANTM, study these sentences. REPORTING Captain to crew: Prepare the cabin for an ‘The captain told the crew to prepare the cabin INSTRUCTIONS emergenty landing? for an emergency landing Flight attendant to passengers: Take off your The ght attendant told the passengers o take shoes! off their shoes. Fight attendant to passengers: ‘Don't get The Aight attendant told the passengers not to anything from the overhead lockers! get anything from the overhead lockers Purser to passengers: ‘Don't wory: The purser told the passengers not to worry. PIRTTMEIPTA, A. tet nese sentences and note hw the weak so set @uoors > Thecapa ald the crew to prepare te cabin for an emergency landing > The ght attendant tld the passengers to take off the shoes. > The fight atendont tld the passengers nat to get anything fam the ore lockers > The pur tld the passengers nat to wor Now listen again and repeat the sentences. WMT, BA. ork with partner. imagine what happened inside the aircraft inthe Hudson River incident and take turns to tell the story, using questions and answers. Give and get as much detail, 3s possible. Talk about the instructions that were given and all the things the crew and passengers had to do. Some questions from the reporter might be: What happened? What did you do? How did the passengers / crew react? Then what happened? Situation 1: Student Ais TV reporter Student B is 2 crew member Situation 2: Student A a passenger: Student B sa TV reporter 37 ‘online fiphtmi5.comivclagizeyaitp=4 571129

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