澳廣旅游英語Dealing with a situation(a)

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“旅游業(yè)英語”

English for Tourism

第二十一課: 如何處理突發(fā)狀況

Lesson 21: Dealing with a situation

各位聽眾朋友好。歡迎您收聽“旅游業(yè)英語”第二十一講。我是澳洲廣播電臺中文部的節(jié)目主持人馬健媛。

這套共二十六講的教材目的在于幫助您更好地與講英語的客人進(jìn)行交流。在這套教材中，每一節(jié)對話將涉及旅游服務(wù)業(yè)中的一個重要話題。也許在一開始的時候您無法聽懂對話的全部內(nèi)容，不過這沒有關(guān)系，因為老師在學(xué)習(xí)的過程中會反復(fù)講解和帶領(lǐng)大家練習(xí)這些對話的內(nèi)容。只要您堅持跟著老師學(xué)習(xí)，您會在學(xué)習(xí)完這套教材之后對自己在英語方面所取得的進(jìn)步感到大吃一驚的。

在這一課中，我們要學(xué)習(xí)如何應(yīng)對突發(fā)的意外狀況和情緒不安的客人。您將可以學(xué)習(xí)到在澄清事實及安慰客人時的一些英語表示方法。

在這段對話的第一部份中，蒙納對于她父親的失蹤感到非常焦慮不安，并堅持要面見酒店的經(jīng)理杰斯丁?，F(xiàn)在就先讓我們一起來聽一下這部份的對話。

Leo: Excuse me, Justine? Ms White, from Room 311, would like to speak to you.

Justine: Certainly. How can I help you, Ms White?

Mona: My father is missing. Your receptionist lost him. We were at the festival and I’m sure he’s dead!

Justine: I can see this is very serious. May I suggest you come to my office?

Mona: I don’t want to go anywhere. I want to find my father. He’s been missing for hours!

Justine: It must be very upsetting for you, Ms White.

現(xiàn)在讓我們再聽一遍錄音，我會逐句將對話翻譯成中文。

利奧: 對不起，打擾你了，杰斯丁。駐在三一一房間的懷特女士要和你講話。
Leo: Excuse me, Justine? Ms White, from Room 311, would like to speak to you.

杰斯丁: 沒有問題。我能幫助您做些什么嗎，懷特女士？
Justine: Certainly. How can I help you, Ms White?

蒙納: 我父親失蹤了！你們的接待人員把他丟了！當(dāng)時我們正在元宵節(jié)燈會上，我敢肯定我的父親已經(jīng)死了。
Mona : My father is missing. Your receptionist lost him. We were at the festival and I’m sure he’s dead!

杰斯丁: 我明白了，這是一件很嚴(yán)重的事情，我可以請您到我的辦公室去嗎？
Justine: I can see this is very serious. May I suggest you come to my office?

蒙納: 我哪里也不去，我要找我的父親。他失蹤已經(jīng)有好幾個小時了。
Mona: I don’t want to go anywhere. I want to find my father. He’s been missing for hours!

杰斯丁: 這一定讓您非常著急，是吧，懷特女士？
Justine: It must be very upsetting for you, Ms White.

請注意聽下面這句話。

杰斯丁:我可以請您到我的辦公室去嗎？
Justine: May I suggest you come to my office?

您聽出來了嗎？杰斯丁在這種情況下想要做的第一件事就是設(shè)法讓蒙納離開酒店大堂，以避開公眾的視線。這樣做無論是對客人還是對酒店的業(yè)務(wù)都有好處。請您跟著英語老師一起練習(xí)下列句型。

May I suggest you come to my office?

May I suggest you come to my office?

May I suggest we sit down?

May I suggest we sit down?

現(xiàn)在讓我們一起來聽聽酒店經(jīng)理是如何對蒙納的焦慮表示理解的。

杰斯丁: 我明白了，這是一件很嚴(yán)重的事情。
Justine: I can see this is very serious.

杰斯丁: 這一定讓您非常著急，是吧， 懷特女士。
Justine: It must be very upsetting for you, Ms White.

杰斯丁通過以上這兩個句子向蒙納表明，她非常重視蒙納講述的事情。雖然也許實際的情況并不象客人所感到的那樣糟糕，但這樣的說法有助于讓情緒不穩(wěn)的客人冷靜下來。請您跟著英語老師練習(xí)下列的句子。

This is very serious.

This is very serious. I can see this is very serious.

I can see this is very serious.

It must be very upsetting for you.

It must be very upsetting for you.

接下來讓我們再聽一遍這段對話，請在杰斯丁和利奧的話之后跟著重復(fù)。

Leo: Excuse me, Justine? Ms White, from Room 311, would like to speak to you.

Justine: Certainly. How can I help you, Ms White?

Mona : My father is missing. Your receptionist lost him. We were at the festival and I’m sure he’s dead!

Justine: I can see this is very serious. May I suggest you come to my office?

Mona: I don’t want to go anywhere. I want to find my father. He’s been missing for hours!

Justine: It must be very upsetting for you, Ms White.

各位聽眾朋友， 您現(xiàn)在收聽的是澳洲廣播電臺為你制作的《旅游業(yè)英語》節(jié)目。

第二十一課: 如何處理突發(fā)狀況

Lesson 21: Dealing with a situation

現(xiàn)在讓我們繼續(xù)學(xué)習(xí)新的對話內(nèi)容。

Justine: Let me see if I understand you clearly. You were at the festival with your father?

Mona: Yes, and Leo.
 
Justine: Leo?

Leo: I was their tour guide.

Justine: I see. So what you are saying is that you were separated from your father.
 
Mona: Yes.

Justine: Had you arranged a meeting place, Leo?

Leo: Yes I had. But that’s where we were standing when we lost him.

Justine: Is your father elderly, Ms White?

Leo: Not at all.

Justine: Is he frail?

Mona: Well, he is over fifty.

Justine: And how long has he been missing?

Mona: Nearly an hour!

Justine: I see.

請再聽一遍這部分對話的錄音，我會將這段對話逐句翻譯成中文。

杰斯丁: 我先說一遍，看看我是否準(zhǔn)確地理解了您的意思。您當(dāng)時和您的父親是在元宵節(jié)燈會上？
Justine: Let me see if I understand you clearly. You were at the festival with your father?

蒙納: 是的，我們和利奧在一起。
Mona: Yes, and Leo.

杰斯丁: 怎么會和利奧在一起呢？
Justine: Leo?

利奧: 我是他們的導(dǎo)游。
Leo: I was their tour guide.

杰斯丁: 噢，我明白了。您是說你們兩個人和您的父親走散了。
Justine: I see. So what you are saying is that you were separated from your father.

蒙納: 是這樣。
Mona: Yes.

杰斯丁: 利奧，你們有沒有約定走散后重聚的地點？
Justine: Had you arranged a meeting place, Leo?

利奧: 有啊，可我們恰恰就是在這個地點走散的。
Leo: Yes I had. But that’s where we were standing when we lost him.

杰斯丁: 懷特女士，您的父親年齡很大嗎？他身體弱嗎？
Justine: Is your father elderly, Ms White? Is he frail?

利奧: 他的健康狀況完全沒有問題。
Leo: Not at all.

蒙納: 但是他已經(jīng)五十多歲了。
Mona: Well, he is over fifty.

杰斯丁: 他失蹤有多少時間了？
Justine: And how long has he been missing?

蒙納: 快一個小時了。
Mona: Nearly an hour!

杰斯丁: 我明白了。
Justine: I see.

酒店經(jīng)理明了蒙納在介紹情況時可能有些夸大其詞了?，F(xiàn)在讓我們一起來聽聽她是如何與蒙納一起逐漸澄清事實的。

杰斯丁: 我先說一遍，看看我是否準(zhǔn)確地理解了您的意思。
Justine: Let me see if I understand you clearly.

杰斯丁: 您的意思是說您與您的父親走散了？
Justine: So what you are saying is that you were separated from your father

毫無疑問，在沒有弄清楚事實之前我們是不能妄下結(jié)論的。而英語中“So what you’re saying is ……”和 “Let me see if I understand you clearly” 這兩個句式向?qū)Ψ矫鞔_表示你對他所講的話非常有興趣，并且在全神貫注地傾聽。澄清事實的做法不但有助于聽話者了解真相，而且有助于講話的人冷靜下來。現(xiàn)在就讓我們跟著老師一起來練習(xí)一下這兩個句式。
Let me see if I understand you.

Let me see if I understand you clearly.

So what you’re saying is…

So what you’re saying is that your father is missing.

在接下來的對話中，杰斯丁繼續(xù)提出一系列問題以了解整個事件的嚴(yán)重程度。在與蒙納的對話過程中，她不斷地使用了一個英語中非常有用的短語 “I see”, 意思是:我明白了。請注意，在對話過程中類似 “I see,” “uh huh”, 或者不斷地點頭示意，這些都可以向?qū)Ψ奖硎灸阍谧⒁鈨A聽他的講話。另外，在對話過程中看著對方眼睛也可以顯示出你非常重視他所講的話?，F(xiàn)在請您跟著老師一起練習(xí) “I see”我明白了 這個短語。

現(xiàn)在讓我一起來聽一遍這段對話第二部份的錄音，請在杰斯丁和利奧的句子之后重復(fù)他們的話。

I see.

I see

現(xiàn)在讓我們一起來聽一遍這段對話第二部分的錄音，請在杰斯丁和利奧的句子之后重復(fù)它們的話。

Justine: Let me see if I understand you clearly. You were at the festival with your father?

Mona: Yes, and Leo.
 
Justine: Leo?

Leo: I was their tour guide.

Justine: I see. So what you are saying is that you were separated from your father.

Mona: Yes.

Justine: Had you arranged a meeting place, Leo?

Leo: Yes I had. But that’s where we were standing when we lost him.

Justine: Is your father elderly, Ms White? 

Leo: Not at all.

Justine: Is he frail?
 
Mona: Well, he is over fifty.

Justine: And how long has he been missing?

Mona: Nearly an hour!

Justine: I see.

各位聽眾朋友，在結(jié)束這一課的全部內(nèi)容之前請您跟著英語老師一起來練習(xí)下列句型。

Let me see

Let me see

If I understand you clearly

Is your father,

Is your father,

Is your father elderly?

Let me see

Let me see

If I understand you clearly

Is your father,

Is your father,

Is your father elderly?

“旅游業(yè)英語”是由澳大利亞規(guī)模最大的教授專業(yè)英語的多元文化成人教育中心編寫。

好，各位聽眾朋友，第二十一課到這里就全部結(jié)束了。我們會在第二十二課中繼續(xù)學(xué)習(xí)如何處理突發(fā)狀況的內(nèi)容。