航空英語(yǔ)溝通技巧考核試卷

航空英語(yǔ)溝通技巧考核試卷考生姓名：答題日期：得分：判卷人：

本次考核旨在評(píng)估考生在航空英語(yǔ)溝通技巧方面的掌握程度，包括日常交流、緊急情況應(yīng)對(duì)、旅客服務(wù)等方面，以檢驗(yàn)考生在實(shí)際航空工作中的語(yǔ)言應(yīng)用能力。

一、單項(xiàng)選擇題（本題共30小題，每小題0.5分，共15分，在每小題給出的四個(gè)選項(xiàng)中，只有一項(xiàng)是符合題目要求的）

1.Whenapassengerasksforinformationaboutflightschedules,whatistheappropriateresponse?

A)"I'msorry,Ican'thelpyou."

B)"Letmecheckthescheduleforyou."

C)"Idon'tknow,sorry."

D)"Pleasewait,I'llfindout."

2.Howshouldyougreetapassengerwhoisanxiousabouttheirflight?

A)"Goodmorning,howcanIassistyou?"

B)"Youlookworried,canIhelpwithsomething?"

C)"Welcomeaboard,enjoyyourflight."

D)"Sorry,I'mbusyrightnow."

3.Whichphraseismostsuitablewhenconfirmingapassenger'sflightnumber?

A)"Isthisthecorrectflightnumber?"

B)"Let'sdouble-checktheflightnumber."

C)"That'snottherightflightnumber."

D)"I'msurethat'stheflightnumberyou'relookingfor."

4.Whenapassengerreportsalostitem,howshouldyourespond?

A)"Wecan'tfindit,sorry."

B)"Letmecheckthelostandfound."

C)"It'snotourresponsibility."

D)"We'lldoourbesttohelpyoufindit."

5.Inanemergencysituation,whatshouldyoudofirst?

A)"Staycalmandfollowtheemergencyprocedures."

B)"Apologizetothepassengersfortheinconvenience."

C)"Assessthesituationandtakeimmediateaction."

D)"Announcetheemergencyandletthepassengershandleit."

6.Howshouldyouaddressapassengerwhoiselderlyordisabled?

A)"Sir,canIhelpyouwithyourluggage?"

B)"Ma'am,wehaveawheelchairavailable."

C)"Excuseme,areyouokaytowalk?"

D)"I'mheretohelpyou,let'sgetyousettled."

7.Whenapassengerhasacomplaintabouttheservice,whatisthebestapproach?

A)"Iunderstand,let'sfindasolution."

B)"That'snotourproblem,sorry."

C)"Wecan'tdoanythingaboutthat."

D)"Let'snotargue,justmoveon."

8.Howshouldyouinformpassengersaboutaflightdelay?

A)"Theflightisdelayed,pleasebepatient."

B)"Theflightisdelayed,wewillprovideupdates."

C)"Weexpecttheflighttobedelayed,butwe'renotsure."

D)"Theflightisdelayed,andwe'renotsorry."

9.Whenapassengerrequestsaspecialmeal,whatshouldyoudo?

A)"Certainly,letmenotethatforyou."

B)"Wecan'taccommodatespecialmeals,sorry."

C)"That'snotpossible,butwe'lltry."

D)"We'reoutofoptionsforspecialmeals."

10.Inaconversationwithapassenger,whichwordshouldyouavoidusing?

A)"Certainly"

B)"Absolutely"

C)"Maybe"

D)"Ithink"

11.Howshouldyourespondwhenapassengerisaskingabouttheweatherattheirdestination?

A)"I'msorry,Ican'tprovidethatinformation."

B)"Theweatherforecastisavailableonourwebsite."

C)"Theweatheratyourdestinationisexpectedtobesunny."

D)"Idon'tknow,butI'llcheckforyou."

12.Whenapassengerisinahurry,whatcanyoudotohelpthemquickly?

A)"Iunderstand,letmeassistyouimmediately."

B)"Youneedtorelax,theflightwillbefine."

C)"Youcan'tbeinahurry,theflightisontime."

D)"Sorry,there'snothingIcandotohelp."

13.Howshouldyouaddressapassengerwhoisafirst-timeflyer?

A)"Welcometoflying,letmeguideyou."

B)"First-timeflyer?You'llbefine,justrelax."

C)"Youmustbenervous,let'stalkaboutit."

D)"I'mnotsurprised,first-timeflyersarecommon."

14.Whenapassengerisfeelingsick,whatshouldyoudo?

A)"I'msorry,youshouldseeadoctor."

B)"Letmegetyousomewaterandatissue."

C)"Youneedtostayinyourseat,we'renotstopping."

D)"Wecan'tprovidemedicalassistance,sorry."

15.Howshouldyouhandleapassengerwhoisdisruptiveoraggressive?

A)"Iunderstand,butweneedtofollowtherules."

B)"Pleasecalmdown,we'reheretohelp."

C)"You'rebeingloud,weneedtorespectothers."

D)"Wecan'tdealwiththiskindofbehavior."

16.Whenapassengerisaskingforinformationaboutcustomsregulations,whatshouldyoudo?

A)"I'msorry,Ican'tprovidethatinformation."

B)"Thecustomsregulationsareavailableattheairport."

C)"Here'saleafletwithalltheinformationyouneed."

D)"Idon'tknow,butI'llfindout."

17.Howshouldyourespondwhenapassengerisaskingforaseatchange?

A)"Certainly,letmechecktheavailability."

B)"Wecan'taccommodateseatchanges,sorry."

C)"Seatchangesarepossible,butthere'safee."

D)"Ithinkyou'reinthewrongplace,thisisn'tforseatchanges."

18.Whenapassengeristhankingyouforyourhelp,whatistheappropriateresponse?

A)"You'rewelcome,I'mgladIcouldhelp."

B)"That'smyjob,noproblem."

C)"Don'tmentionit,it'snothing."

D)"Youshouldbethankingtheflightcrew."

19.Howshouldyouhandleapassengerwhoisaskingforarefund?

A)"Letmecheckwiththesupervisor."

B)"Refundsarenotpossible,sorry."

C)"Wecanofferyouadiscountonyournextflight."

D)"I'msorry,butwecan'tdiscussthisnow."

20.Whenapassengerisaskingforinformationabouttheairline'sloyaltyprogram,whatshouldyoudo?

A)"Thedetailsareonourwebsite."

B)"I'msorry,I'mnotauthorizedtodiscussthat."

C)"Here'sabrochurewithalltheinformation."

D)"Wedon'thavealoyaltyprogram,sorry."

21.Howshouldyourespondwhenapassengerisaskingforapilloworblanket?

A)"Certainly,hereyougo."

B)"We'reoutofpillowsandblankets,sorry."

C)"Wecanprovideyouwithoneifit'savailable."

D)"Youshouldhavebroughtyourown,sorry."

22.WhenapassengerisaskingaboutWi-Fiavailability,whatshouldyoudo?

A)"I'msorry,wedon'thaveWi-Fionthisflight."

B)"TheWi-Fiisavailable,butit'snotfree."

C)"Here'salistofWi-Fiprovidersontheflight."

D)"Youcanuseyourowndevice,butwecan'tguaranteethesignal."

23.Howshouldyouhandleapassengerwhoissmokinginthecabin?

A)"I'msorry,smokingisnotallowedinthecabin."

B)"Pleasemovetothesmokingsection."

C)"Wecanprovideyouwithasmokingarea."

D)"Iunderstand,butIcan'tdoanythingaboutit."

24.Whenapassengerisaskingabouttheairline'scheck-inpolicy,whatshouldyoudo?

A)"Thepolicyisavailableonourwebsite."

B)"I'msorry,I'mnotauthorizedtodiscussthat."

C)"Here'saleafletwithallthecheck-ininformation."

D)"Youshouldhavecheckedthepolicybeforearriving."

25.Howshouldyouhandleapassengerwhoisinawheelchair?

A)"I'msorry,wecan'tprovideassistance."

B)"Letmehelpyougetsettledinyourseat."

C)"Wehaveawheelchair,let'sgetyoutoyourseat."

D)"Youshouldhavearrangedassistancebeforehand."

26.Whenapassengerisaskingforinformationabouttheairline'sbaggagepolicy,whatshouldyoudo?

A)"Thepolicyisavailableonourwebsite."

B)"I'msorry,I'mnotauthorizedtodiscussthat."

C)"Here'sabrochurewithallthebaggagepolicyinformation."

D)"Youshouldhavecheckedthepolicybeforearriving."

27.Howshouldyourespondwhenapassengerisaskingforavegetarianmeal?

A)"Certainly,letmenotethatforyou."

B)"Wecan'taccommodatespecialmeals,sorry."

C)"That'snotpossible,butwe'lltry."

D)"We'reoutofoptionsforvegetarianmeals."

28.Whenapassengerisaskingabouttheairline'sin-flightentertainment,whatshouldyoudo?

A)"Theoptionsareavailableonourwebsite."

B)"I'msorry,I'mnotauthorizedtodiscussthat."

C)"Here'salistofavailablemoviesandTVshows."

D)"Youcanuseyourowndevice,butwecan'tguaranteethesignal."

29.Howshouldyouhandleapassengerwhoisaskingforanoise-cancelingheadset?

A)"Certainly,hereyougo."

B)"We'reoutofnoise-cancelingheadsets,sorry."

C)"Wecanprovideyouwithoneifit'savailable."

D)"Youshouldhavebroughtyourown,sorry."

30.Whenapassengerisaskingforinformationabouttheairline'sloyaltyprogram,whatshouldyoudo?

A)"Thedetailsareonourwebsite."

B)"I'msorry,I'mnotauthorizedtodiscussthat."

C)"Here'sabrochurewithalltheinformation."

D)"Wedon'thavealoyaltyprogram,sorry."

二、多選題（本題共20小題，每小題1分，共20分，在每小題給出的選項(xiàng)中，至少有一項(xiàng)是符合題目要求的）

1.Whichofthefollowingactionsareappropriatewhenwelcomingapassengeraboard?

A)Greetthepassengerbyname

B)Explainthesafetyprocedures

C)Offerassistancewithluggage

D)Ignorethepassengerandproceedtothenext

2.Whatshouldyoudoifapassengerreportsfeelingunwellduringtheflight?

A)Providewaterandatissue

B)Informthecrewimmediately

C)Askthepassengertostayseated

D)Offeraspecialmealifavailable

3.Whichofthefollowingphrasesareeffectivewhencalmingananxiouspassenger?

A)"We'reheretohelpyoufeelcomfortable."

B)"Theflightissafe,you'reingoodhands."

C)"Iunderstandyou'renervous,let'stalk."

D)"Youshouldbeworried,thisisadangerousflight."

4.Whenassistingapassengerwithaspecialneed,whichofthefollowingstepsshouldyoutake?

A)Askthepassengerwhattheyneed

B)Notifythecrewoftheassistancerequired

C)Provideawheelchairorspecialseat

D)Ignorethepassenger'srequest

5.Whichofthefollowingactionsareappropriatewhenaflightisdelayed?

A)Offerpassengersupdatesonthesituation

B)Providerefreshmentsandsnacks

C)Allowpassengerstoboardtheaircraft

D)Announcethedelaywithoutanyexplanation

6.Whenapassengerhasacomplaintabouttheservice,whichofthefollowingresponsesareappropriate?

A)Listentothepassenger'sconcerns

B)Apologizeforanyinconvenience

C)Offerasolutiontotheproblem

D)Disregardthecomplaintandmoveon

7.Whichofthefollowingshouldyoudowhenapassengerisaskingforinformationabouttheairline'spolicies?

A)Provideclearandconciseinformation

B)Offerwrittenmaterialsifavailable

C)Referthepassengertotheairline'swebsite

D)Refusetoprovideanyinformation

8.Whenhandlingapassengerwithadisability,whichofthefollowingactionsareimportant?

A)Askhowyoucanassistthepassenger

B)Ensurethepassengerisseatedcomfortably

C)Offeraspecialmealorsnackifrequested

D)Ignorethepassenger'sneeds

9.Whichofthefollowingphrasesaresuitablewheninformingpassengersaboutaflightdelay?

A)"We'resorryforthedelay,andwe'reworkingtoresolveit."

B)"Thedelayisduetoatechnicalissuewiththeaircraft."

C)"Pleasebepatient,we'llprovideupdatesassoonaspossible."

D)"Weexpectthedelaytobeshort,thankyouforyourunderstanding."

10.Whenapassengerrequestsaseatchange,whichofthefollowingactionsareappropriate?

A)Checktheavailabilityofalternativeseats

B)Offerthepassengeraseatupgradeifpossible

C)Informthepassengerthatseatchangesarenotallowed

D)Suggestthatthepassengerwaituntilaftertheflight

11.Whichofthefollowingshouldyoudowhenapassengerisexpressinggratitudeforyourassistance?

A)Thankthepassengerfortheirkindwords

B)Expressappreciationfortheirfeedback

C)Ignorethepassengerandcontinuewithyourduties

D)Suggestthatthepassengerdeservestheassistance

12.Whenapassengerisaskingabouttheweatherattheirdestination,whichofthefollowingresponsesareappropriate?

A)Provideageneralweatherforecast

B)Offerinformationaboutlocalweatherconditions

C)Referthepassengertoaweatherwebsite

D)Declinetoprovideanyinformation

13.Whichofthefollowingactionsareappropriatewhenapassengerisinahurry?

A)Prioritizetheirrequests

B)Assistthemefficiently

C)Makethemwaituntilotherpassengersareattendedto

D)Ignoretheirrequestsandcontinuewithyourduties

14.Whenapassengerisafirst-timeflyer,whichofthefollowingactionsarehelpful?

A)Explaintheflightprocedures

B)Offerguidanceonairportsecurity

C)Provideinformationaboutin-flightservices

D)Ignorethepassengerandassumetheyknowwhattodo

15.Whichofthefollowingshouldyoudoifapassengerisfeelingsick?

A)Offeratissueandwater

B)Checkiftheyneedmedicalassistance

C)Ensuretheyarecomfortableandwell-rested

D)Informthecrewaboutthepassenger'scondition

16.Whichofthefollowingactionsareappropriatewhenapassengerisdisruptiveoraggressive?

A)Remaincalmandprofessional

B)Askthepassengertocalmdown

C)Askthecrewforassistance

D)Ignorethepassengerandhopethesituationresolvesitself

17.Whenapassengerisaskingaboutcustomsregulations,whichofthefollowingactionsareappropriate?

A)Provideinformationabouttheregulations

B)Offeracustomsdeclarationform

C)Referthepassengertothecustomswebsite

D)Declinetoprovideanyinformation

18.Whichofthefollowingactionsareappropriatewhenapassengerisaskingforarefund?

A)Checktheairline'srefundpolicy

B)Offerapartialrefundorafutureflightcredit

C)Denytherefundwithoutexplanation

D)Suggestthatthepassengercontacttheairline'scustomerservice

19.Whenapassengerisaskingabouttheairline'sloyaltyprogram,whichofthefollowingactionsareappropriate?

A)Provideinformationabouttheprogrambenefits

B)Offerenrollmentintheprogram

C)Referthepassengertotheairline'swebsite

D)Declinetoprovideanyinformation

20.Whichofthefollowingshouldyoudowhenapassengerisaskingforapilloworblanket?

A)Provideoneifavailable

B)Explainthatsuppliesarelimited

C)Offerablanketifapillowisnotavailable

D)Declinetoprovideanyitemwithoutexplanation

三、填空題（本題共25小題，每小題1分，共25分，請(qǐng)將正確答案填到題目空白處）

1.Whencheckingin,passengersarerequiredtoshowtheir_______.

2.Theboardingpassisyourtickettoboardthe_______.

3._______isanessentialsafetyprocedurebeforetheaircrafttakesoff.

4.Duringtheflight,passengersshouldremainintheir_______seats.

5._______shouldbestoredsecurelyduringtheflighttopreventinjury.

6.Incaseofanemergency,passengersshouldfollowthe_______instructions.

7._______isthestandardgreetingusedbyflightattendants.

8.Whenapassengerrequestsa_______meal,itshouldbenotedimmediately.

9._______isaserviceofferedbyairlinestocompensateforflightdelaysorcancellations.

10.Passengersareadvisedtoarriveattheairportatleast_______beforetheirflightdeparture.

11._______isadocumentrequiredbycustomsofficialsuponarrival.

12._______isacommonissueforpassengersduringlong-haulflights.

13._______istheprocessofcollectingitemsthathavebeenlostontheflight.

14._______isthestandardformofaddressforamalepassenger.

15._______istheprocessofcheckingapassenger'sidentityandboardingrights.

16._______isaserviceprovidedbyairlinestoaccommodatepassengerswithdisabilities.

17._______isthetermusedtodescribeaflightthatisdelayedorcanceled.

18._______isaphraseusedtoindicateapositiveresponseoragreement.

19._______isthetermusedfortheareaoftheaircraftwherepassengersareseated.

20._______isadocumentissuedbytheairlinethatauthorizesapassengertoboardtheflight.

21._______isatermusedtodescribethetimewhenanaircraftisscheduledtotakeoff.

22._______isatermusedtodescribethetimewhenanaircraftisscheduledtoarriveatitsdestination.

23._______isadocumentprovidedbyairlinesthatliststhemealsandrefreshmentsavailableonboard.

24._______isthetermusedtodescribethenumberassignedtoaspecificflight.

25._______isatermusedtodescribeapassengerwhoistravelingwithoutluggage.

四、判斷題（本題共20小題，每題0.5分，共10分，正確的請(qǐng)?jiān)诖痤}括號(hào)中畫(huà)√，錯(cuò)誤的畫(huà)×）

1.Itisacceptabletouseslangwhenspeakingtopassengersintheaviationindustry.()

2.Apassengercanberefusedboardingiftheyfailtoarriveattheairportontime.()

3.Itisappropriatetoapologizetoapassengeriftheirluggageislost.()

4.Passengersareallowedtosmokeintheaircraftcabin.()

5.Aflightattendantshouldprioritizetheneedsoffirst-classpassengersovereconomypassengers.()

6.Itisnecessarytoinformpassengersaboutanychangesintheflightschedule.()

7.Passengersshouldbeallowedtouseelectronicdevicesduringtakeoffandlanding.()

8.Aflightattendantshouldalwaysaddresspassengersbytheirfirstnames.()

9.Itisacceptabletoignoreapassenger'scomplaintifitseemstrivial.()

10.Passengerswhorequirespecialassistanceshouldbeseatedinthefrontoftheaircraft.()

11.Aflightattendantshouldnevermakeeyecontactwithapassenger.()

12.Itisappropriatetoprovideamealtoapassengerwhoistravelingonalong-haulflight.()

13.Passengersshouldbeinformedabouttheairline'sloyaltyprogramduringtheflight.()

14.Aflightattendantshouldprioritizethesafetyoftheflightoverthecomfortofthepassengers.()

15.Itisacceptabletospeakinamonotonevoicewhileaddressingpassengers.()

16.Passengerswhoaretravelingwithchildrenshouldbeseatedintherearoftheaircraft.()

17.Aflightattendantshouldalwayswearasmilewhileprovidingservice.()

18.Itisappropriatetoaskapassengerfortheirpersonalinformationduringtheflight.()

19.Aflightattendantshouldnevereatordrinkwhileservingpassengers.()

20.Itisacceptabletoleaveapassengerunattendedin