Unit 2 Inquiry English 问询用语
项目描述
本项目主要对城市轨道交通客运服务过程中所遇到的常见问询进行分析，介绍车站的一些日常接待服务英语。通过学习，学生应能够顺利地解决国外乘客的相关问询（包括时间、路线、列车方向及交通信息问询等），能够熟练地表达一些常见的接待服务用语，并灵活运用英语专业词汇和交流技能进行日常接待服务，从而更好地为外国乘客提供客运服务。
学习目标
1.知识目标
（1）了解并掌握地铁行业相关的词汇、专业术语及缩略语（如地铁线路、服务项目、岗位名称、相关设备名称、各种专业缩略语等）。
（2）熟悉并运用地铁客运服务日常接待服务相关的功能句型（如时间、路线、列车方向及交通信息问询处理等各种岗位服务用语），将基础英语对话与地铁行业专业术语和接待服务专业知识相结合。
2.能力目标
（1）能够掌握英语交流技能、语法及客运服务日常接待服务用语常用句型，将基础英语与专业服务知识相结合；能够灵活表达一些常见的接待服务和乘客日常服务英语（包括时间、路线、列车方向及交通信息问询处理等）。
（2）能够熟练地运用英语了解并掌握外国乘客的疑问，并给予适当的反馈和帮助，从而达到更好地为外国乘客提供客运服务日常接待服务。
Task 2.1 Time Inquiry 时间问询
2.1.1 任务内容
1.学习并掌握与时间问询相关的专业词汇及术语、功能句型。
2.学习并掌握与时间问询事务相关的英语对话表达。
2.1.2 任务要求
1.掌握与时间问询相关的专业词汇及术语，掌握与处理信息问询相关的功能句型。
2.能够熟练将基础英语与客运服务专业知识相结合，灵活掌握与时间问询、处理常见信息问询事务相关的英语对话。
2.1.3 必备知识
1.Words and Phrases
miss[mis]v. 错过，漏掉
check[tʃek]v. 查询，核对
headway['hedwei]n. 间隔
pull in 进站
off-peak 非高峰期
watch out！ 小心！
yellow safety line 黄色安全线
mind the gap 小心站台间空隙
rush hours 高峰期
Here comes the train！ 列车驶来了！
Have a nice journey！ 旅途愉快！
Thanks so much for your help. 非常感谢您的帮助。
It’s my pleasure. 不客气。
2.Useful Expressions
（1）What time will the next train arrive?
下一班车什么时间到？
（2）The next train will come in 5 minutes.
下一趟列车5分钟内进站。
（3）How long does it take to get to Qingniandajie Station?
到青年大街站需要多长时间？
（4）Could you tell me the time of the last train from Taiyuanjie Station to Shenyangbei Station?
您能告诉我从太原街站到沈阳北站的末班车时间吗？
（5）The last train on Line 1 to Qingniandajie Station leaves Taiyuanjie Station is at 22:37, and the last train on Line 2 to Shenyangbei Station leaves Qingniandajie Station at 22:23.
从太原街站到青年大街站的1号线末班车时间是22：37，从青年大街站到沈阳北站的2号线末班车时间是22：23。
2.1.4 任务实施
1.Situation
A passenger is waiting for the train in platform. A subway staff gives him some information about the time for the train.
2.Dialogue
Notes：P—Passengers S—StationStaff
P：Excuse me. What time will the next train arrive?
S：You just missed one. The next train will come in 3 minutes.
P：How many minutes is the train headway?
S：The train headway is 8 minutes in rush hour, 10 minutes at non-peak time.
P：When is the peak time for train towards the 13th Street?
S：Let me see. From Monday to Friday, the morning peak starts from 6:30 to 9:00 am, and evening peak is from 17:00 to 19:30 pm. However, it’s between 10:00 am and 19:00 pm at the weekend.
P：OK. How long does it take to get to Taiyuanjie Station?
S：It will take more than half an hour.
P：All right. Could you tell me the time of the last train leave to Shenyangbei Station from Taiyuanjie Station?
S：Let me check for you. The last train on Line 1 to Qingniandajie Station leaves Taiyuanjie Station is at 22:37, and the last train on Line 2 to Shenyangbei Station leaves Qingniandajie Station at 22:43. But the train arrives at Qingniandajie station is at 22:23. You’d better to be earlier.
P：I see. Thanks so much for your help.
S： It’s my pleasure.
(3 minutes later. The training is coming)
S：Here comes the train! Mind the gap, please. Have a nice journey. Goodbye!
P：Thanks a lot. Bye-bye!
Task 2.2 Route Inquiry 路线问询
2.2.1 任务内容
1.学习并掌握与路线问询相关的专业词汇及术语、功能句型。
2.学习并掌握与路线问询事务处理相关的英语对话表达。
2.2.2 任务要求
1.掌握与路线问询相关的专业词汇及术语，熟练掌握与处理信息问询相关的功能句型。
2.能够熟练将基础英语与客运服务专业知识相结合，灵活掌握与路线问询、处理常见信息问询事务相关的英语对话。
2.2.3 必备知识
1.Words and Phrases
otherwise['ʌðəwaiz]adv. 否则
Letmesee. 让我想想。
have to 不得不/必须
New World Department Store 新世界百货
getoff 下车
by the way 顺便说一下
Go ahead walk straight 往前直走
traffic light 信号灯/红绿灯
shopping mall 商业区
transfer to/change to 转乘
Have a nice day！ 玩的愉快！
It’s m ypleasure. 不客气。
2.Useful Expressions
（1）Could I have one ticket to…，please？
我想买一张通往……的票。
（2）You have to take Line 2 and get off at Qingniandajie Station, which is a transfer station.
您必须乘坐2号线，然后在青年大街转乘站下车。
（3）Then, you should change to take Line 1 to Taiyuanjie Station.
然后，你应该换乘1号线到太原街站。
（4）May I beg your pardon?
不好意思，能请你再说一下吗？
（5）By the way, when you arrive at Taiyuanjie station, you’d better leave from Exit C, which is the nearest way to New World Department Store.
顺便说一下，当您到达太原街站的时候，最好从C出口出站，那里是去新世界百货最近的路。
（6）Go ahead until you see a traffic light. Then, turn right and walk straight until you see a big shopping mall in your left side.
一直往前走，直到看到交通信号灯，然后右转、直行，您会看到大商厦在您的左手边。
2.2.4 任务实施
1.Situation
A passenger doesn’t know how to go to New World Department Store. A subway staff shows him the line route, which exit is the nearest way to get to New World Department.
2.Dialogue
Notes：P—Passengers S—StationStaff
P：Excuse me，could you tell me how can I get to New World Department Store?
S：Let me see. You can not get there directly from here. You have to take Line 2 and get off at Qingniandajie Station. Then, you should transfer to take Line 1 to Taiyuanjie Station.
P：May I beg your pardon? Could you repeat the name of the transfer station again?
S：Qingniandajie Station. You should remember it clearly, otherwise you will miss it. By the way, when you arrive at Taiyuanjie station, you’d better leave from Exit C, which is the nearest way to New World Department Store.
P：OK. How can I get there from Exit C?
S：Go ahead until you see a traffic light. Then, turn right and walk straight until you see a big shopping mall in your left side. It’s not far to get there. It will take about ten-minute walk.
P：I see. Thank you very much.
S：It’s my pleasure. Have a nice day!
Task 2.3 Train Direction Inquiry 列车方向问询
2.3.1 任务内容
1.学习并掌握与列车方向问询相关的专业词汇及术语、功能句型。
2.学习并掌握与列车方向问询事务处理相关的英语对话表达。
2.3.2 任务要求
1.掌握与列车方向问询相关的专业词汇及术语，熟练掌握与处理信息问询相关的功能句型。
2.能够熟练将基础英语与客运服务专业知识相结合，灵活掌握与列车方向问询、处理常见信息问询事务相关的英语对话。
2.3.3 必备知识
1.Words and Phrases
direction[di'rekʃən]n. 方向
toward[tə'wɔ：d]prep. 通往
confused[kən'fju：zd]adj. 困惑
track[træk]n. 轨道
upcoming['ʌpkʌmiŋ]adj. 即将来的
meanwhile['mi：nwail]adv. 同时
be ready for 准备
route map 线路图
boardon 候车
over there 那边
announcement 广播，通知
on the opposite of… 在……对面
beafraid of 恐怕
Thanks a lot. 非常感谢。
You’re welcome. 不客气。
2.Useful Expressions
（1）Is the direction to Qingniandajie Station?
这是去往青年大街站的列车吗？
（2）You should take the train towards Quanyunlu on the opposite of the platform.
您应该乘坐全运路方向的列车，在对面的站台。
（3）Actually, stations in gray line are the ones behind you, and stations in yellow line are upcoming stops.
事实上，灰色表示站点在您的后方，黄色表示前方行驶到站。
（4）When the light of your station is yellow, you should get ready for getting off near the door.
当您要到站的提示灯是黄色的时候，您就可以到门附近的位置准备下车了。
2.3.4 任务实施
1.Situation
A passenger doesn’t understand which side of platform he/she should board on. A subway staff shows him/her how to identify the direction of the train and coming stops form the route map.
2.Dialogue
Notes：P—Passengers S—StationStaff
P：Excuse me. Is the direction to Qingniandajie Station?
S：No, you should take the train towards Quanyunlu on the opposite of the platform.
P：I’m confused. How to identify the direction from the route map?
S：Actually, stations in gray line are the ones behind you, and stations in yellow line are upcoming stops. So, you should go down stairs to the platform on the opposite.
P：OK. How many stops to Taiyuanjie Station from here? I’m afraid of missing the station.
S：Don’t worry. Announcements in English will tell you the next station you will arrive at. Meanwhile, you should check the route map above the door. Stations with green Light stand for the upcoming stops. When the light of your station is yellow, you should get ready for getting off near the door.
P：I see. Thank you very much.
S：You’re welcome.Have a nice trip!
Task 2.4 TransportationInquiry 交通问询
2.4.1 任务内容
1.学习并掌握与交通问询相关的专业词汇及术语、功能句型。
2.学习并掌握与交通问询事务相关的英语对话表达。
2.4.2 任务要求
1.掌握与交通问询相关的专业词汇及术语，熟练掌握与处理信息问询相关的功能句型。
2.能够熟练将基础英语与客运服务专业知识相结合，灵活掌握与交通问询、处理常见信息问询事务相关的英语对话。
2.4.3 必备知识
1.Words and Phrases
Holiday Inn 假日酒店
bus stop 公交车站
No.127bus 127路公交车
take a taxi 乘出租车，打车
taxipick-up 出租车等待区
go down stairs 下楼梯
2.Useful Expressions
（1）There is no train to Holiday Inn directly.
这里没有直通假日酒店的地铁。
（2）Leave from Exit A, and go straight till a traffic light. Please turn right, and then you should see a bus stop.
从A出口出站后一直走，到红绿灯右转，您就会看到公交车站。
（3）You can take No.116 or No.127 to get to Holiday Inn.
您可以乘坐116或127路公交车到假日酒店。
（4）You need to go down stairs to the taxi pick-up.
请下楼梯去旅客出租车候车区。
2.4.4 任务实施
1.Situation
The passenger takes Line 1 to Taiyuanjie Station. He/she doesn’t know how to get to the hotel. A subway staff gives him/her some suggestions about transportation.
2.Dialogue
Notes：P—Passengers S—Station Staff
P：Excuse me! How can I get to Holiday Inn?
S：There is no train to Holiday Inn directly. You’d better to take a bus to get there.
P：Where is the nearest bus stop?
S：Let me show you. Leave from Exit A, and go straight till a traffic light. Please turn right, and then you should see a bus stop. You can take No.116 or No.127 to get to Holiday Inn.
P：OK. That sounds not a good idea. I’m afraid it’s too far for me.
S：Sure. You can take a taxi, if you like.
P：Where should I to take?
S：You need to go down stairs to the taxi pick-up.
P：Thank you very much.
S：You're welcome.
复习思考题
1.Practice in class
Write down the time according to the following clocks.
2.Role Play
Make sure your team includes 3-4 persons. Suppose there are a staff and several passengers in the subway station. Work with your partner to create a role play in concourse by using the knowledge learnt in this chapter, according to the given situation.
Situation 1
Suppose a passenger doesn’t know how to go to railway station. A subway staff shows him the time and the route. Meanwhile, some good suggestions are given to the passenger, including transportation and the nearest way to get there. Make a dialogue with your partners by using the time table as follows.
沈阳地铁1号线服务时间表
沈阳地铁1号线首尾班车经过各车站时间（十三号街05：30—22：00|黎明广场06：00—22：00）
沈阳地铁1号线运营时间
续上表
沈阳地铁2号线首尾班车经过各车站时间（航空航天大学06：00—22：00|全运路05：30—22：00）
沈阳地铁2号线运营时间
续上表
Situation 2
Suppose you are a Metro station staff，a passenger doesn’t understand which side of platform he/she should board on. A subway staff shows him/her how to identify the direction of the train and coming stops form the route map. Make a dialogue with your partners.