3. 主动帮助 Offering Help
14）您好，先生/女士， 我能为您做点什么？
Hello, Sir/Madam. What can I do for you?
15）先生/女士， 我来帮您拿行李。
May I help you with your baggage, Sir/Madam?
16）请让我来帮您。
May I help you?
4. 致歉与应答 Apologies and Responses
17）对不起/很抱歉。
I'm sorry/ Sorry.
18）抱歉打扰到您。
Sorry to interrupt/bother you.
19）我没明白您的意思。
Sorry, I didn't understand/follow you.
20）我不是很确定这个问题，我带你去问那边的工作人员。
Sorry, I'm not quite sure about it/this. Would you please come with me to ask the staff over there?
21）请您配合我们的工作。
Thank you for your cooperation./ Your cooperation will be appreciated.
22）我不能离开我的岗位，请您自己过去可以吗？
Sorry, I'm afraid I can't leave my post. Could you go over there by yourself？Thank you.
23）我还是要再次提醒您。
May I remind you once again?
24）请原谅我们的失误。
I'm sorry for our falts/mistakes
25）没关系，我并不介意。
It's all right. Never mind.
5. 电话礼仪 Telephone Manners
26）我是机场工作人员，请问您是李先生吗？
This is the airport staff speaking. Is that Mr. Li?
27）您好，这里是机场服务热线，有什么可以帮您？
Hello. This is a Airport Service Hotline. What can I do for you?
28）您打错号码了，这里是机场服务热线。~没关系。
You are calling the wrong number. This is the Airport Service Hotline~That's OK.
29）请问怎么称呼您？
May I have your name, Sir/Madam?
30）请不要挂线，我帮您查询一下。
Hold on please. I'll check it for you immediately.
31）请稍等，我帮您找机场服务人员听电话。
Hold on, please. I'll switch you to an airport staff.
32）请留下您的联系方式，我们会尽快给您答复。
Please leave your contact information. We'll give you our reply as soon as possible.
33）感谢您的致电，再见。
Thank you for calling. Bye.
6. 提示 Reminding
34）不好意思，先生/女士，请注意安全，这样做很危险。
Excuse me, Sir/Madam. Please be careful. It is dangerous.
35）小心！注意您的脚下。
Be careful! Mind your steps.
36）我不得不提醒您。
I have to remind you that...
37）请带好您的所有物品。
Please take all your belongings with you.
38）请看管好您的随身物品。
Please take good care of your belongings.
39）请照看好您的孩子。
Please take good care of your child. Make sure he/she is safe.
40）请注意您的登机时间。
Please mind your boarding time.
41）这里禁止吸烟，只有吸烟室/楼外面可以吸烟。
No smoking please. Smoking is only permitted in the smoking room/our side the buiding.
42）请您在黄线以外等候。
Please wait beyong the yellow line.
43）请您稍等，我们需要确认一下。
Please wait a moment. We need to make sure of it./We need to confirm it.
3
情景模拟
S：Staff 工作人员
P：Passenger 旅客
