Unit 3　Ticket Affairs　票务事务

项目描述

本项目是根据乘客在购票及进出闸过程中遇到的票务问题为基础展开的。通过购票、售票、票务处理等相关情景，介绍城市轨道交通车站的购票问询、售票服务的基本英语服务用语以及票务政策、票务事务处理等相关服务英语的学习，学生应能够熟练地表达一些售票服务工作常用英语，并灵活运用英语专业词汇和交流技能、语法进行售票服务，从而更好地为外国乘客服务。

学习目标

1.知识目标

（1）掌握城市轨道交通行业相关的词汇或专业术语、缩略语（如地铁线路、服务项目、岗位名称、相关设备名称、各种专业缩略语等）。

（2）熟悉并运用相关的功能句型（如购票问询、售票服务、票务事务处理等各种岗位服务项目用语）。通过本课程的学习，能够掌握地铁票务工作相关的常用句型和情景会话，能进行简单的售检票服务工作。

（3）了解中西方跨文化交际的相关背景知识和文化差异性，根据中文的服务流程思考和讨论英文服务流程。

2.能力目标

（1）能够掌握英语交流技能、语法、专业词汇运用技能，能够灵活表达一些常见的售票服务工作用语（包括购票问询、售票服务、票务事务处理等）。

（2）能在工作场所与外国乘客进行基本的英语沟通和交流，能听懂外国乘客的疑问并给予适当的反馈和帮助。

（3）能用英文描述自己的岗位及工作职责。

Task 3.1　Ticket Inquiry　购票问询

3.1.1　任务内容

1.学习并掌握与购票问询相关的专业词汇及术语、功能句型。

2.学习并掌握与购票问询相关的英语对话表达。

3.1.2　任务要求

1.掌握城市轨道交通购票问询相关的专业词汇及术语，熟练掌握与购票问询相关功能句型。

2.能够熟练将基础英语与购票问询专业术语知识相结合，灵活掌握城市轨道交通客运服务中处理、解答购票的问询。

3.1.3　必备知识

1.Words and Phrases

employee[im'plɔi]n.　雇员，雇工

destination['desti'neiʃn]n.　目的地，终点

circuit['sə：kit]n.　电路，环行，巡行

display[di'splei]n.　陈列，展览，显示

　　vt.　显示，陈列，展开，伸展

slot[slɔt]n.　狭槽

One Card Through　一卡通，简称OCT

2.Useful Expressions

（1）Please line at the Ticket Booth

请在票务处排队购票。

（2）Please get your ticket ready.

请准备好车票。

（3）Please swipe your card.

请您刷卡。

（4）Please buy the ticket from the ticket vending machine.

请使用自动售票机买票。

（5）Please go to the Customer Service Center for help.

请到客服中心处理。

（6）Please keep your magnetic ticket for exit.

请您保管好磁票，出站验票回收。

3.1.4　任务实施

1.Lead-in

Try to think and use

（1）How can passengers buy tickets in subway?

①If a passenger wants to take a subway，how many choices does he or she have to buy tickets?

②How many kinds of tickets are there in subway for the passenger?

（2）How to use a Ticket Vending Machine?

①Select your destination.

② Choose the amount

③Insert your money.TVM will accept it.

④Collect your change and ticket.

2.Dialogue

Notes：P—Passengers　　S—Station Staff

P：Excuseme，where can I get（buy）the ticket？

S：You can buy it at the Ticket Center.Please queue up.

P：Which kind of ticket should I buy?

S：You can get the SVT\SJT and OCT. Usually, the SVT (store value ticket) and OCT are sold at theTicketCenter, and the SJT (ticket) is sold on the TVM (Ticket Vending Machine).

P：I prefer single ticket.

S：Follow me please, I’ll show the TVM for you.

P：Thanks！

S：You can get the ticket by note\coins\card. This is the note slot\coins slot\card slot. The card slot is out of service now.

P：Oh！

S：First, you should select the destination station on the Station Circuit Map, and the fare price will display on the Passenger’s Operation Screen, choose one or more tickets. Then, put the note\coins into the slot, the single journey ticket will come out of the Change Slot.

P：Ok，letmetry.

S：If you need any help, please call me in any time. My employee number is 007.

P：Thank you so much!

S：You are welcome.

Task 3.2　Ticket Services　　票务服务

3.2.1　任务内容

1.学习并掌握与票务服务相关的专业词汇及术语、功能句型。

2.学习并掌握与票务服务相关的英语对话表达。

3.2.2　任务要求

1.掌握与城市轨道交通票务服务相关的专业词汇及术语，熟练掌握与票务服务相关的功能句型。

2.能够熟练将基础英语与票务服务的专业术语知识相结合，灵活掌握城市轨道交通客运服务中处理、解答票务服务的问询。

3.2.3　必备知识

1.Words and Phrases

booth[bu：ð]n.　售货棚，摊位；公用电话亭；隔开的小间

expiration['ekspə'reiʃn]n.　呼气；截止；满期

graduation['grædʒu'eiʃn]n.　毕业；毕业典礼；刻度，分度；分等级

2.Useful Expressions

（1）There are internal magnetic stripes that record the information.

票里有磁条记录信息。

（2）Here are your tickets and change.

这是您的票和找零。

（3）Please buy the ticket from the ticket vending machine.

请使用自动售票机买票。

（4）Here I can only top up a transportation card.

我这里只能充值。

（5）You need to pay 20 yuan for the card deposit.

您需要付20元押金。

（6）How much money would you like to add to it ?

您要充多少钱？

（7）Please confirm the amount on your card./ Please check the card value.

请确认卡内金额。

3.2.4　任务实施

1.Lead-in

Try to think and use

Identify the pictures below.What are the cards used in the metro station?

2.Dialogue

Notes：M—Mary　L—Lily

M：I'd like to get a new metro card. Do you know where I should go?

L：You should get a student card. It's half the price of a normal one.

M：Really? That's great. How can I get a student card?

L：Take your student ID card and go to the metro card booth to get your student card.

M：Does the student card have an expiration date?

L：You can use it until you graduate.

Task 3.3　Ticketing　票务相关

3.3.1　任务内容

1.学习并掌握与票务相关的专业词汇及术语、功能句型。

2.学习并掌握与票务相关的英语对话表达。

3.3.2　任务要求

1.掌握城市轨道交通票务相关的专业词汇及术语，熟练掌握与票务相关的功能句型。

2.能够熟练将基础英语与票务相关专业术语知识相结合，灵活掌握城市轨道交通客运服务中处理、解答票务相关的问询。

3.3.3　必备知识

1.Words and Phrases

vehicle['vi：əkl]n.　车辆，交通工具

minimal['miniməl]adj.　最小的

currency['kʌrənsi]n.　通货，市价

exchange[iks'tʃeindʒ]vt.　交换，兑换

concourse['kɔŋkɔ：s]n.　站厅

2.Useful Expressions

（1）After entering the gate you have to get out in 240 minutes.

每次乘车从入闸到出闸，时限为240分钟。

（2）Your ticket is overtime，according to our company’s regulation you should pay extra 12 yuan.

你的车票已超时，根据我们公司规定，请补12元。

（3）Your ticket is overtaken. Please pay complementary fare.

你的车票超程，请补超程车费。

（4）You can only use the ticket on the day that you buy it.

单程票在售出当站，当日乘车有效。

（5）Your ticket is outdate，please buy another.

你的车票已过期，请重新购买一张。

（6）The balance of your ticket is not sufficient，please go to the Ticket Center to recharge.

你的车票余额不足，请到票务处充值。

3.3.4　任务实施

1.Lead-in

Try to think and use.

What are the equipments in the pictures below? What are the equipments used in subway station? Discuss this with your partner and share your experiences.

2.Dialogue

Notes：P—Passengers　　S—Station Staff

P：Excuse me, I’d like to have a SVT (store value ticket), please.

S：I suggest you’d better to buy an OCT, because the OCT can be used on other vehicles.

P：OK, an OCT please.

S：The minimal value of OCT is 50 Yuan, the deposit is 18 Yuan, and totally 50 Yuan please.

P：Can I use US Dollar?

S：Sorry, we can’t accept foreign currency.

P：Sorry, but I don’t have RMB.

S：You can exchange for RMB at the bank.

P：Where is the nearest bank?

S：There’s the station mini bank at the end of the other side.

P：Thank you very much!

S：See you later.

Task 3.4　Deal with Station Ticket Affairs　车站票务事务处理

3.4.1　任务内容

1.学习并掌握与车站票务事务处理相关的专业词汇及术语、功能句型。

2.学习并掌握与车站票务事务处理相关的英语对话表达。

3.4.2　任务要求

1.掌握城市轨道交通车站票务事务处理相关的专业词汇及术语，熟练掌握与车站票务事务处理相关的功能句型。

2.能够熟练将基础英语与车站票务事务处理专业知识相结合，灵活掌握城市轨道交通客运服务中表达车站票务事务处理相关的英语对话。

3.4.3　必备知识

1.Words and Phrases

serve[sə：v]vt.&vi.　为……服务

instruction[in'strʌkʃn]n.　指示，指引

cheque[tʃek]n.　支票

Singapore['siŋgə'pɔ：]n.　新加坡

escalator['eskəleitə（r）]n.　自动扶梯

platform['plætfɔ：m]n.　站台

according to　按照，根据

2.Useful Expressions

（1）Would you please give me some information？

能给我一些信息吗？

（2）The group above 50 persons has 10 percent discount.

五十人以上的团队有百分之十的折扣。

（3）Please follow the instruction of the station staff.

请听从车站工作人员指示。

（4）We can’t accept the cheque.Please pay by cash.

我们不接收支票，请用现金支付。

3.4.4　任务实施

1.Lead-in

Match the currencies with the countries.

2.Dialogue

Notes：P—Passengers　　S—Station Staff

P：Excuse me, would you please give me some information?

S：Certainly, what can I do for you?

P：There are 50 people in our group. We come from Singapore. Do you have any group ticket? How about the discount?

S：Yes, we have the group ticket. According to the Ticket Policy, the group above 50 persons has 10 percent discount. Please contact with the station supervisors, they will be at your service.

P：How much is the fare to South Gate Station?

S：4 Yuan for one ticket, the total is 180 Yuan.

P：Do you accept the cheque?

S：Sorry, we can’t accept the cheque. Please pay by cash.

P：Here is the cash.

S：Here is the group ticket. Please follow the instruction of the station staff and go down the escalator to the platform.

P：Thank you a lot!

S：You are welcome!

　复习思考题

Role Play

Work with your partner to create a dialogue based on the given situation.

Situation 1

Suppose you are a Metro station staff，and your partner wants to get some change. Try to make use of what you have learned to help him/her.

Situation 2

Suppose you are a Metro station staff，a friend from abroad visiting you and wanting to stay for a period of time. Please tell him/her how to get a single journey ticket or a transportation card，as well as their advantaged and disadvantages.