Unit 5 Telephone Reservation

1. 《民航服务英语口语教程》 Unit 5 Telephone Reservation

2. Part One: Warming-up • Discuss with your partners and tell how many ways of making airline reservations. • Telephone • Internet • Ticket Counter • Travel Agency

3. What do you think is the easiest and the most convenient way to make air reservations? State your reason. • Time-saving • Convenient • Changeable • Efficient

4. You are given the following pieces of information, some of which are necessary for making reservations by telephone. Select the most useful ones and rearrange them in a proper order.

5. Procedures of telephone reservation . • Passenger’s Name • Class of Service • Trip information • Personal Telephone • Reconfirmation

6. Dialogue A Available seats Single ticket Reach sb. at 64385069 Pretty well booked C for Charlie C like Charlie C as in Charlie Dialogue B Contact sb. At 54686600 Remind sb. To do sth. Check the baggage through The flight is full The seats have all been occupied/ completely reserved Useful Expressions

7. Part Two :Dialogues in Situations

8. Dialogues • Dialogue A: International Flight Reservation (Mr. James Croft wants to go back to New York after two weeks of holiday in China. He picks up the phone and makes a reservation through the Air China Booking Office in Beijing.) • Dialogue B: Reservations on a Connecting flight (Mr. and Mrs. Hilton want to fly from Beijing to Chicago. As no direct flights run between these two cities they’ll be arranged to take a connecting flight in San Francisco and then go to Chicago.)

9. Discuss the following schedule with your partner. One of you acts as an agent and makes reservations for your passenger who wants to go to New York and other places. • Days Dep. Arr. Flight A/C Stops Class Ml Fare PEK--CDG 12-45-7 1235 1600 CA933 340 --- FCYK M/S CNY19820(Y) SFO---PEK 1234567 1600 2100* UA853 777 NRT FY B/S CNY12020(Y) SHA—SIN --3---- 1410 2340 SQ091 A310 HKG FCY M/S CNY5450(Y)

10. Study the following routing and make a reservation for your passenger: Beijing Osaka CA921(4,6) UA2882(4,5,6) Melbourne Dep: 0800 Dep: 2000 Arr: 1405 Arr: 1150*

11. New York • New York City lies on the east coast of the United States, 328 kilometres (204 miles) north-east of the country's capital city, Washington, DC. In fact, New York City was briefly the US capital itself from 1789 to 1790. New York City is made up of five boroughs, each of which is a county. Brooklyn (Kings County) and Queens occupy the western portion of Long Island, while Staten Island (Richmond County) and Manhattan are completely on their own mass of land. The Bronx, to the north, is attached to the New York State mainland. The great waves of European immigrants coming to New York, the development of the city's infrastructure, the consolidation of the five boroughs into one vast city and the incredible construction boom of the next 30 years all contributed to the city's prominence. The Big Apple has a greater reputation for business, culture, people, leisure, sophistication and art than any other city in the world and is often the primary American base for foreign companies looking to start up an American office. One of the most lively and important cities on earth, New York is rich in facilities and entertainment for both the business and leisure traveller. Associated with activity, buzz and vibe, even a seemingly quiet stroll through a Manhattan street can become a wonderful afternoon's entertainment; boredom is not a word that is connected with New York City.

12. Statue of Liberty • The Statue of Liberty, superimposed over an outlining of New York state, is shown as the "Gateway To Freedom" celebrating the Empire State as a point of entry for millions of immigrants seeking the political freedom and democracy that American citizenship provides. Lines tracing the Hudson River and Erie Canal are etched into the state’s outline. These two important waterways were not included in the original design. They were added at Governor Pataki’s request to pay tribute to their importance in the state’s development.

13. Osaka

14. Japan is a bow-shaped archipelago lying to the east of the Asian continent. The local self-governing bodies of Japan consist of prefectures and municipalities. Osaka Prefecture, located at the approximate center of Japan, is divided into 33 cities, 10 towns, and 1 village. • Covering an area of approximately 1,890 square kilometers, or only 0.5% of the nation's entire land area, Osaka is the second smallest prefecture. However, it has a population of 8.8 million, or roughly 7% of the entire population, making it the third most populous prefecture after Tokyo and Kanagawa prefectures. Furthermore, approximately 210,000 non-Japanese, or 10.5% of all non-Japanese registered in Japan, reside in Osaka. • Geographically Osaka extends from north to south, with a slight curve. It faces Osaka Bay to the west and is surrounded by mountains on the other three sides. The weather is generally mild, with four distinct seasons. The average annual temperature is 16.5C (61.3F), and average precipitation is 1,306mm. ("2006 Almanac of Osaka Prefecture's Climate", Osaka District Meteorological Observatory) • http://www.pref.osaka.jp/en/introduction/index.html

15. Osaka Prefectural Emblem A cluster of gourds, or sennari byotan, was the crest used by Toyotomi Hideyoshi (1537-1598), the warrior who unified Japan and built Osaka Castle. It has been stylized as Osaka's prefectural emblem, the 'O' of Osaka linking with the three circles above it that symbolize hope, prosperity and harmony. This emblem was officially adopted on the 100th anniversary of Osaka Prefecture (June 21, 1968). Osaka

16. It's no accident that Denver is called "the Mile High City": When you climb up to the State Capitol, you're precisely 5,280 feet above sea level when you reach the 13th step. Denver's location at this altitude was purely coincidental; Denver is one of the few cities not built on an ocean, a lake, a navigable river, or even (at the time) an existing road or railroad. In the summer of 1858, eager prospectors discovered a few flecks of gold where Cherry Creek empties into the shallow South Platte River, and a tent camp quickly sprang up on the site. (The first permanent structure was a saloon.) When militia Gen. William H. Larimer arrived in 1859, he claim-jumped the land on the east side of the Platte, laid out a city, and, hoping to gain political favors, named it after James Denver, governor of the Kansas Territory, which included this area. Larimer was not aware that Denver had recently resigned. Larimer's was one of several settlements on the South Platte. Three others also sought recognition, but Larimer had a solution. For the price of a barrel of whisky, he bought out the other would-be town fathers, and the name "Denver" caught on. Introduction to Denver

17. Introduction to Denver • Although the gold found in Denver was but a teaser for much larger strikes in the nearby mountains, the community grew as a shipping and trade center, in part because it had a milder climate than the mining towns it served. A devastating fire in 1863, a deadly flash flood in 1864, and American Indian hostilities in the late 1860s created many hardships. But the establishment of rail links to the east and the influx of silver from the rich mines to the west kept Denver going. Silver from Leadville and gold from Cripple Creek made Denver a showcase city in the late 19th and early 20th centuries. The U.S. Mint, built in 1906, established Denver as a banking and financial center. • In the years following World War II, Denver mushroomed to become the largest city between the Great Plains and the Pacific Coast, with about 550,000 residents within the city limits and over three million in the metropolitan area. Today, it's a big, growing city, extending from the Rocky Mountain foothills on the west far into the plains to the south and east. Denver is noted for its tree-lined boulevards, 200 city parks that cover more than 20,000 acres, and architecture ranging from Victorian to postmodern.

18. Denver

19. A Glimpse of Denver • Founded: 1858; Incorporated: 1861Location: North-central Colorado near the foothills of the Rocky MountainsMotto:Nil sine numine (Nothing without providence; state motto)Flower: Rocky Mountain columbine (state flower)Time Zone: 5 AMMountain Standard Time (EST) = noon Greenwich Mean Time (GMT)Ethnic Composition: White 83.6%, Black 12.8%, American Indian 1.2%, Asian/Pacific Islander 2.4%Elevation: 1,609 meters (5,280 feet) above sea levelLatitude and Longitude: 39°66'N, 104°83'WCoastline: NoneClimate : Mild, dry, arid climate; mild winters and comfortable summers with low humidityAnnual Mean Temperature: 10°C (50°F); January–1°C (30°F); August 22°C (72°F)Seasonal Average Snowfall: 152 cm (60 in)Average Annual Precipitation (total of rainfall and melted snow): 39.4 cm (15.5 in).Government: Mayor-councilWeights and Measures: Standard U.S.Monetary Units: Standard U.S.Telephone Area Codes: 303, 720Postal Codes: 80201–14, 80216–25, 80227, 80229, 80231, 80233–95 • http://www.city-data.com/world-cities/Denver.html

20. Melbourne

21. Melbourne Overview • A vibrant cosmopolitan city, located on the magnificent Port Phillip Bay, Melbourne is the state capital and cultural heart of Victoria. The locals' claim that it is 'the best city in the world to live in' may rankle their rivals in Sydney, but few would dispute that it is a fascinating place to visit. In fact, the traditional rivalry between Melbourne and Sydney, which covers every sphere of life from business to sport and culture, has resulted in a proud, dynamic city that strives to be the best in all things. • All state roads lead into the city and Victoria's unique geography means that it is possible to spend the morning on the coast, ski in the afternoon in the Victorian Alps and enjoy an aperitif at a winery before returning to Melbourne to take in a show at one of the many theatres. • The banks of the Yarra River, home to Aborigines for thousands of years, attracted British settlers who founded Port Phillip Bay in 1835. The settlement rapidly expanded and by 1851 the city, named after Queen Victoria's Prime Minister, Lord Melbourne, was born. In the same year, gold was discovered near Ballarat and Bendigo, to the west of Melbourne, and the ensuing gold rush turned the city into a powerful financial centre as well as the first political capital until Canberra was established in 1927. • Numerous gardens and parks give a pleasant, open feel to the city, whose skyline mixes elegant spires with dazzling modern skyscrapers, which dwarf the elegant Victorian-era buildings dotted along leafy streets. However, the city is defined more by its diverse population than by its architecture.

22. Melbourne Overview • Immigration at the end of World War II transformed Melbourne into a thriving cultural melting pot, totalling over three million people, with sizeable Italian, Greek and Chinese communities each carving out their own quarter. In fact, large-scale immigration has made Melbourne home to the largest Greek community outside Greece, and the influx of Vietnamese and Lebanese has contributed to Melbourne's claim to be the cultural capital of Australia. The introduction of European and Asian communities has resulted in an eclectic and energetic blend of theatre, music, art and literature. • The international population has also brought a wealth of different cuisines, served up in a wide range of restaurants, from the outdoor cafés along the Crown Promenade overlooking the Yarra River, to the pizzerias in Carlton, the Chinese banquet halls in Chinatown and the fine seafood restaurants in trendy St Kilda Beach. • One topic that is guaranteed to be discussed over dinner is the weather. The city has four distinct seasons, and usually enjoys a temperate climate of mild temperatures. However, not only can winters get chilly, summers usually see some swelteringly hot days. Sometimes, all four seasons occur in one day. The ever-optimistic locals joke that if you don't like the weather you just have to wait ten minutes and it will change.

23. Melbourne Fast Facts http://www.moveandstay.com/melbourne/guide_introduction.asp Region : Victoria Country : Australia Continent : Australia National Status : Federal Nation National Population : 18,838,000 (2000 estimate, Source: United Nations Population Division, 1996) City Population : 3,188,000 (2000 estimate, Source: United Nations Population Division, 1996) National Capital : Canberra Local Time : GMT+10 (GMT +11 from October to March) Official Language : English Currency : Australian Dollar (AUD) =100 cents Religion : 75% Christian, Aboriginal beliefs, Jewish minority.

24. Part Three :Language PracticeDialogue Completion • A: This is China Eastern Airlines Booking Office. ______________________? • P: I’d like to ______________ on FlightCA981, __________ for New York on January 31st. • A: _______________________________? • P: John Smith. • A: Do you want to fly __________ or __________ ? • P: Economy class. • A: OK. We still have seats on that flight. Is this __________? • P: No, a round trip back to Beijing • A: Good. Now I’ll repeat your reservation. I’ve confirmed one economy class seat on Flight CA981 leaving Beijing for New York on Jan. 31st. That’s a return trip. __________________? • P: You may reach me at 64578649. • A: Please be at the airport for check-in __________ before flight departure.

25. Part Four Communication Activities

26. American passenger Michael Sharp wants to make a first class reservation on the flight from Los Angeles to Singapore for next Tuesday, 24th of July. After 3 days of stay in Singapore he will fly to Hong Kong. There is no direct flight from Los Angeles to Hong Kong. Obviously he should take a connecting flight in Singapore.

27. 《民航服务英语口语教程》 Thank you for your listening! Presented by Gao Feng