澳廣旅游英語Dealing with a situation(a)

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“旅游業英語”

English for Tourism

第二十一課: 如何處理突發狀況

Lesson 21: Dealing with a situation

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

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行交流。在這套教材中，每一節對話將涉及旅游服務業中的一個重要話題。也許在一開始的時候您無法聽懂對話的全部內容，不過這沒有關系，因為老師在學習的過程中會反復講解和帶領大家練習這些對話的內容。只要您堅持跟著老師學習，您會在學習完這套教材之后對自己在英語方面所取得的進步感到大吃一驚的。

在這一課中，我們要學習如何應對突發的意外狀況和情緒不安的客人。您將可以學習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理杰斯丁?，F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！當時我們正在元宵節燈會上，我敢肯定我的父親已經死了。
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務都有好處。請您跟著英語老師一起練習下列句型。

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?

現在讓我們一起來聽聽酒店經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的客人冷靜下來。請您跟著英語老師練習下列的句子。

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。

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， 您現在收聽的是澳洲廣播電臺為你制作的《旅游業英語》節目。

第二十一課: 如何處理突發狀況

Lesson 21: Dealing with a situation

現在讓我們繼續學習新的對話內容。

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，看看我是否準確地理解了您的意思。您當時和您的父親是在元宵節燈會上？
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.

酒店經理明了蒙納在介紹情況時可能有些夸大其詞了。現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” 這兩個句式向對方明確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?，F在就讓我們跟著老師一起來練習一下這兩個句式。
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，杰斯丁繼續提出一系列問題以了解整個事件的嚴重程度。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，這些都可以向對方表示你在注意傾聽他的講話。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。現在請您跟著老師一起練習 “I see”我明白了 這個短語。

現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他們的話。

I see.

I see

現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，在結束這一課的全部內容之前請您跟著英語老師一起來練習下列句型。

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?

“旅游業英語”是由澳大利亞規模最大的教授專業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束了。我們會在第二十二課中繼續學習如何處理突發狀況的內容。