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ÀúÀÚ : º¯µ¿Çö, Á¶ÀÎȯ
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/ 2003-07-23
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77044K
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Àüü / ½ºÆ®¸®¹Ö(XML)
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01. SECTION 1, 2 (Situation 1 ~ 3) / mp3³»Àå(XML)
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02. SECTION 2 (Situation 4 ~ 6) / mp3³»Àå(XML)
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03. SECTION 2 (Situation 7 ~ 9) / mp3³»Àå(XML)
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04. SECTION 3 (Situation 1 ~ 2) / mp3³»Àå(XML)
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05. SECTION 3 (Situation 3 ~ 5) / mp3³»Àå(XML)
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06. SECTION 3 (Situation 6 ~ 8) / mp3³»Àå(XML)
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07. SECTION 4 (Unit 1/Situation 1 ~ 3) / mp3³»Àå(XML)
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08. SECTION 4 (Unit 1/Situation 4 ~ 5) / mp3³»Àå(XML)
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09. SECTION 4 (Unit 1/Situation 6 ~ 7) / mp3³»Àå(XML)
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10. SECTION 4 (Unit 1/Situation 8) / mp3³»Àå(XML)
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11. SECTION 4 Unit 2 / mp3³»Àå(XML)
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12. SECTION 4 Unit 3 / mp3³»Àå(XML)
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13. SECTION 4 Unit 4 (Situation 1 ~ 3) / mp3³»Àå(XML)
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14. SECTION 4 Unit 4 (Situation 4 ~ 5) / mp3³»Àå(XML)
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15. SECTION 5 Unit 1 / mp3³»Àå(XML)
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16. SECTION 5 Unit 2, Ç×°ø¿ë¾îÇؼ³ / mp3³»Àå(XML)
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ÀÛÇ°¼Ò°³
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This book is intended to prepare students for the Airline Industry. It is based on the real world communication standards for the Airline Service.
This book can be used in a variety of ways, depending on the needs of the reader£º
It can be used as the primary classroom text in emphasizing AIRLINE SERVICE INDUSTRY preparation.
It can be used as a supplementary text in a general TOURISM ENGLISH course.
It can be used as a tool for individualized study by students preparing for the AIRLINE SERVICE INDUSTRY.
This book contains a variety of situations which Airline staff encounters everyday£º
Section 1 contains communication standards and handling basic complaints used in the airline service industry. Also, this section provide students with clearly defined steps to overcome difficult situation.
Section 2 contains the situations of Reservation Office.
Section 3 contains the situations of Ticketing Counter.
Section 4 contains the situations of Airport Passenger Service.
Section 5 contains the situations of In¦¡flight Service.
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ÀúÀÚ¼Ò°³
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º¯µ¿Çö(ÀúÀÚ): (Don H. Byun)
¼°´ëÇб³¿¡¼ ¿µ¾î¿µ¹®ÇÐÀ» Àü°øÇÏ°í, ´ëÇÑÇ×°ø °øÇ׿©°´ºÎ¿¡¼ Ç×°ø¾÷¹«¸¦ ½ÃÀÛÇÏ¿´À¸¸ç, ³ë½º¿þ½ºÆ®Ç×°ø¿¡¼ Marking Manager·Î ±Ù¹«ÇÏ¿´´Ù. ³ë½º¿þ½ºÆ®Ç×°ø ÀçÁ÷Áß º»»ç·ÎºÎÅÍ ÃÖ¿ì¼ö ¼¼ÀÏÁîÆÀ»óÀ» ¹Þ¾ÒÀ¸¸ç, »ç³» ¼ºñ½º ±³À°À» ´Ù³â°£ ½Ç½ÃÇÏ¿´´Ù.
ÇöÀç Travel Communications (www.tcom21.co.kr)ÀÇ Representative Consultant ·Î È°µ¿ÇÏ°í ÀÖ´Ù.
E-mail : dhbyun@unitel.co.kr
Á¶ÀÎȯ(ÀúÀÚ): (Inhwan cho)
Queens CollegeÀÇ Business Management Course¸¦ ¼ö·áÇßÀ¸¸ç, ¼¼Á¾´ëÇб³¿¡¼ È£ÅÚ°ü±¤°æ¿µÇÐÀ¸·Î ¹Ú»çÇÐÀ§¸¦ ÃëµæÇÏ¿´´Ù. ³ë½º¿þ½ºÆ®Ç×°ø(Nothwest Airlines)¿¡¼ Operation Manager·Î, ¹Ì±¹Ç×°ø¿¬ÇÕ(U.S. Airline Alliance)¿¡¼ Marking Dierctor·Î ±Ù¹«ÇÏ¿´´Ù.
ÇöÀç ¼¼Á¾´ëÇб³ È£ÅÚ°ü±¤°æ¿µÇаú °âÀÓ±³¼ö·Î ÀçÁ÷ÁßÀ̸ç, Ç×°ø¿©Ç༺ñ½º Àü¹® Consultant·Î È°µ¿ÁßÀÌ´Ù.
°ü½ÉºÐ¾ß´Â Ç×°ø¸¶ÄÉÆÃ, Ç×°ø¼ºñ½ºÀü·«, Ç×°øÀüÀÚ»ó°Å·¡ µîÀÌ´Ù.
E-mail : choandy@hotmail.com
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ÀÛ°¡ÀÇ ¸»ÀÌ ¾ø½À´Ï´Ù.
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Introduction
Final Destination
SECTION 1¡¡Communicating with passengers
1. Active listening
2. Questioning techniques
3. Positive body language
4. The delight of a name
5. Handling complaints
6. Recommendable Expressions
SECTION 2¡¡Reservation
Situation 1¡¡Request a booking
Situation 2¡¡Traveling with children
Situation 3¡¡Request a special meal
Situation 4¡¡Transfer a call to
Situation 5¡¡Calls for lost luggage
Situation 6¡¡Reconfirmation
Situation 7¡¡Assigned seat is released
Situation 8¡¡Calls for a fare quotation
Situation 9¡¡Calls for a change in booking
SECTION 3¡¡Ticketing counter
Situation 1¡¡Visiting the ticketing counter
Situation 2¡¡Ticket sales
Situation 3¡¡Selling Smile mileage program
Situation 4¡¡Transfer a call to the Smile mileage program center
Situation 5¡¡Fares
Situation 6¡¡Change booking
Situation 7¡¡Lost ticket
Situation 8¡¡Ticket endorsement
SECTION 4¡¡Airport passenger service
Unit 1¡¡Check¦¡in counter
Situation 1¡¡Check in(economy class)
Situation 2¡¡Check in(business or first)
Situation 3¡¡Wheelchair passenger
Situation 4¡¡Seat is not available
Situation 5¡¡Reserved seats not available
Situation 6¡¡Excess baggage
Situation 7¡¡Released booking
Situation 8¡¡Delayed flight
Unit 2¡¡Concierge and lounge
Unit 3¡¡Boarding gate
Situation 1¡¡Boarding announcement
1. Pre¦¡boarding announcement
2. General boarding announcement 1
3. General boarding announcement 2
4. Final boarding announcement
5. Paging passengers
Situation 2¡¡Delayed flight announcements
1. Delay anouncement 1
2. Delay Announcement 2
3. Delay announcement 3
4. Delay announcement 4
Situation 3¡¡Boarding gate
1. Normal boarding procedure
2. Pre¦¡boarding an elderly passenger
3. Change of seat request
Unit 4¡¡In¦¡flight announcement
Situation 1¡¡Passenger message
Situation 2¡¡Tight connection time
Situation 3¡¡Lost luggage
Situation 4¡¡Misplaced bags
Situation 5¡¡Telephone courtesy
SECTION 5¡¡In¦¡flight service
Unit 1¡¡In¦¡flight announcement
1. Flight information
2. Welcome
3. Demonstration
4. Take off
5. Seatbelt sign off
6. Cabin service
7. Duty free sales
8. Movie
9. Documentation
10. Approach
11. Landing
12. Transit information
13. Farewell
14. Deplane
Unit 2¡¡In the cabin
Situation 1¡¡Passenger standing in the aisle
Situation 2¡¡Wrong seat
Situation 3¡¡Duplicated seat
Situation 4¡¡Seats not together
Situation 5¡¡Upgrade
Situation 6¡¡Check hand¦¡carry baggage
Ç×°ø¿ë¾îÇؼ³¡¡Definitions of common air transport terms
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