旅游服务业初级英语教程Lesson21

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“旅游业英语”
English for Tourism

第二十一课: 如何处理突发状况
Lesson 21: Dealing¹ with a situation

各位听众朋友好。欢迎您收听“旅游业英语”第二十一讲。我是澳
洲广播电台中文部的节目主持人马健媛。
这套共二十六讲的教材目的在于帮助您更好地与讲英语的客人进行
交流。在这套教材中，每一节对话将涉及旅游服务业中的一个重要
话题。也许在一开始的时候您无法听懂对话的全部内容，不过这没
有关系，因为老师在学习的过程中会反复讲解和带领大家练习这些
对话的内容。只要您坚持跟着老师学习，您会在学习完这套教材之
后对自己在英语方面所取得的进步感到大吃一惊的。
第二十一课: 如何处理突发状况
Lesson 21: Dealing with a situation
在这一课中，我们要学习如何应对突发的意外状况和情绪不安的客
人。您将可以学习到在澄清事实及安慰客人时的一些英语表示方
法。
在这段对话的第一部份中，蒙纳对于她父亲的失踪感到非常焦虑不
安，并坚持要面见酒店的经理杰斯丁。现在就先让我们一起来听一
下这部份的对话。
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!

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Justine: It must be very upsetting for you, Ms White.
现在让我们再听一遍录音，我会逐句将对话翻译成中文。
利奥: 对不起，打扰你了，杰斯丁。驻在三一一房间的怀特女
士要和你讲话。
Leo: Excuse me, Justine? Ms White, from Room 311, would like
to speak to you.
杰斯丁: 没有问题。我能帮助您做些什么吗，怀特女士？
Justine: Certainly. How can I help you, Ms White?
蒙纳: 我父亲失踪了！你们的接待人员把他丢了！当时我们正
在元宵节灯会上，我敢肯定我的父亲已经死了。
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，这是一件很严重的事情，我可以请您到我的
办公室去吗？
Justine: I can see this is very serious. May I suggest you come to my
office?
蒙纳: 我哪里也不去，我要找我的父亲。他失踪已经有好几个
小时了。
Mona: I don’t want to go anywhere. I want to find my father. He’s been
missing for hours!
杰斯丁: 这一定让您非常着急，是吧，怀特女士？
Justine: It must be very upsetting for you, Ms White.
请注意听下面这句话。
杰斯丁:我可以请您到我的办公室去吗？
Justine: May I suggest you come to my
office?
您听出来了吗？杰斯丁在这种情况下想要做的第一件事就是设法让
蒙纳离开酒店大堂，以避开公众的视线。这样做无论是对客人还是
对酒店的业务都有好处。请您跟着英语老师一起练习下列句型。
May I suggest you come to my office?
May I suggest you come to my office?

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May I suggest we sit down?
May I suggest we sit down?
现在让我们一起来听听酒店经理是如何对蒙纳的焦虑表示理解的。
杰斯丁: 我明白了，这是一件很严重的事情。
Justine: I can see this is very serious.
杰斯丁: 这一定让您非常着急，是吧， 怀特女士。
Justine: It must be very upsetting for you, Ms White.
杰斯丁通过以上这两个句子向蒙纳表明，她非常重视蒙纳讲述的事
情。虽然也许实际的情况并不象客人所感到的那样糟糕，但这样的
说法有助于让情绪不稳的客人冷静下来。请您跟着英语老师练习下
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.
接下来让我们再听一遍这段对话，请在杰斯丁和利奥的话之后跟着
重复。
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.
各位听众朋友， 您现在收听的是澳洲广播电台为你制作的《旅游业
英语》节目。

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第二十一课: 如何处理突发状况
Lesson 21: Dealing with a situation
现在让我们继续学习新的对话内容。
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 standing² when we lost him.
Justine: Is your father elderly, Ms White?
Leo: Not at all.
Justine: Is he frail³?
Mona: Well, he is over fifty.
Justine: And how long has he been missing?
Mona: Nearly an hour!
Justine: I see.
请再听一遍这部分对话的录音，我会将这段对话逐句翻译成中文。
杰斯丁: 我先说一遍，看看我是否准确地理解了您的意思。您当
时和您的父亲是在元宵节灯会上？
Justine: Let me see if I understand you clearly. You were at the festival
with your father?
蒙纳: 是的，我们和利奥在一起。
Mona: Yes, and Leo.
杰斯丁: 怎么会和利奥在一起呢？
Justine: Leo?
利奥: 我是他们的导游。
Leo: I was their tour guide.
杰斯丁: 噢，我明白了。您是说你们两个人和您的父亲走散了。
Justine: I see. So what you are saying is that you were separated from
your father.

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蒙纳: 是这样。
Mona: Yes.
杰斯丁: 利奥，你们有没有约定走散后重聚的地点？
Justine: Had you arranged a meeting place, Leo?
利奥: 有啊，可我们恰恰就是在这个地点走散的。
Leo: Yes I had. But that’s where we were standing when we lost him.
杰斯丁: 怀特女士，您的父亲年龄很大吗？他身体弱吗？
Justine: Is your father elderly, Ms White? Is he frail?
利奥: 他的健康状况完全没有问题。
Leo: Not at all.
蒙纳: 但是他已经五十多岁了。
Mona: Well, he is over fifty.
杰斯丁: 他失踪有多少时间了？
Justine: And how long has he been missing?
蒙纳: 快一个小时了。
Mona: Nearly an hour!
杰斯丁: 我明白了。
Justine: I see.
酒店经理明了蒙纳在介绍情况时可能有些夸大其词了。现在让我们
一起来听听她是如何与蒙纳一起逐渐澄清事实的。
杰斯丁: 我先说一遍，看看我是否准确地理解了您的意思。
Justine: Let me see if I understand you clearly.
杰斯丁: 您的意思是说您与您的父亲走散了？
Justine: So what you are saying is that you were separated from
your father
毫无疑问，在没有弄清楚事实之前我们是不能妄下结论的。而英语
中“So what you’re saying is ……”和“Let me see if I
understand you clearly” 这两个句式向对方明确表示你对他所讲

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的话非常有兴趣，并且在全神贯注地倾听。澄清事实的做法不但有
助于听话者了解真相，而且有助于讲话的人冷静下来。现在就让我
们跟着老师一起来练习一下这两个句式。
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.
在接下来的对话中，杰斯丁继续提出一系列问题以了解整个事件的
严重程度。在与蒙纳的对话过程中，她不断地使用了一个英语中非
常有用的短语“I see”, 意思是:我明白了。请注意，在对话过程
中类似“I see,” “uh huh”, 或者不断地点头示意，这些都可
以向对方表示你在注意倾听他的讲话。另外，在对话过程中看着对
方眼睛也可以显示出你非常重视他所讲的话。现在请您跟着老师一
起练习“I see”我明白了这个短语。
现在让我一起来听一遍这段对话第二部份的录音，请在杰斯丁和利
奥的句子之后重复他们的话。
I see.
I see
现在让我们一起来听一遍这段对话第二部分的录音，请在杰斯丁和
利奥的句子之后重复它们的话。
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.

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各位听众朋友，在结束这一课的全部内容之前请您跟着英语老师一
起来练习下列句型。
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? 

好，各位听众朋友，第二十一课到这里就全部结束了。我们会在第
二十二课中继续学习如何处理突发状况的内容。

1 dealing   

n.经商方法，待人态度

参考例句：

• This store has an excellent reputation for fair dealing.该商店因买卖公道而享有极高的声誉。
• His fair dealing earned our confidence.他的诚实的行为获得我们的信任。

2 standing   

n.持续，地位；adj.永久的，不动的，直立的，不流动的

参考例句：

• After the earthquake only a few houses were left standing.地震过后只有几幢房屋还立着。
• They're standing out against any change in the law.他们坚决反对对法律做任何修改。

3 frail   

adj.身体虚弱的；易损坏的

参考例句：

• Mrs. Warner is already 96 and too frail to live by herself.华纳太太已经九十六岁了，身体虚弱，不便独居。
• She lay in bed looking particularly frail.她躺在床上，看上去特别虚弱。