1. Mid-Flight: Drinks Service I 民航与旅游分院 空中乘务教研室

2. Lead-in What kind of service is shown in this video?

3. What kind of drinks are provided on board? Soft drink ● cola (on the rocks,straight) ● sprite (seven-up) ● fruit juice ( orange juice, apple juice, tomato juice,) ● mineral water ● beer ● tea ( green tea, black tea, jasmine tea 茉莉花茶 ) ● coffee (black coffee 黑咖啡, white coffee 加奶 ) (strong/black 浓, weak 淡 )

4. What kind of drinks are provided on board? Alcoholic drink ● red wine ● vodka ● white wine ● whisky ● brandy ● champagne

5. Time for Fun red wine orange juice whisky vodka mineral water

6. Useful expressions CC: We have tea, coffee, Cola, Sprite, fruit juice and mineral water, which would you prefer? How do you like your 1) tea, weak or strong? 2) coffee, black or white? 3) sprite, on the rocks or straight? May I bring you 1) a glass of mineral water? 2) a small bottle of Bourbon? PAX: What is avilable on board?/What do you have?/what do you recommand? Drink Service (normal procedures):

7. Role Playing Situation: May 28th,2015.CA573 Flight from Shanghai to Hongkong. After the "seat belt sign"is totally off,a passenger is pressing the call button,and requesting for some drinks, a cabin attendant named Linda comes to help him/her, starting the drink service.

8. Special Situations What’s wrong with the passenger?

9. What kind of special situations will cabin attendant meet during drink service?

10. Useful expressions Sorry, sir. I’m afraid we don’t have that on board. Would you like something else? Sorry, sir. It has sold out. Would you like some fruit juice instead? I will get you one at once. You were sleeping while we were serving. I didn’t want to disturb you. Bar service is offered to first class and business class passengers. Soft drinks are free to all passengers. Drink Service (Special Situations)

11. Announcement Serving Drinks before Meal 女士们、先生们 : 现在我们将为您提供点心（午餐 / 晚餐）。同时我们将马上 为您提供茶，咖啡，可乐（百事），雪碧（七喜），橙汁和矿 泉水。欢迎选择。 谢谢 ! Ladies and gentlemen ： Now we are going to serve refreshments (lunch/dinner). We shall be serving tea, coffee, Coke (Pepsi), Sprite (Seven-up), orange juice and mineral water in a moment. You are welcome to take your choice. Thank you!

12. 45mins Comprehensive Training According to the steps,each group makes a similar dialogue about following topics(5 minutes): Situation 1: A passenger in the economy class asks for some alcoholic drinks, but alcoholic drinks are only served in the first class. Situation 2: A man press the button and complains he hasn't been served any drinks. The fact is that he was sleeping when you served. Situation 3:You are serving a couple. The wife asks for a cup of tea while the husband asks for some beer which has run out. You suggest him to have some wine instead. Situation 4: You spilt the drink on a passenger. You apologize for that, and then offer dry towel and help the passenger to clean the spill.

13. Summary Take orders give choices serve passengers Apologize to passengers Try to persuade passengers to accept alternative If passengers says YES---serve passengers If passengers says NO---ask for help 1. normal drink service: 2. irregular drink service: