【文章內(nèi)容簡介】 ”為標(biāo)準(zhǔn)，通過競爭上崗、民主推薦等方式，選出職工認(rèn)可的優(yōu)秀人才擔(dān)任列車長。對于符合列車長任用條件的班組骨干，可納入后備人才庫，作為今后選拔列車長的優(yōu)先人選。組織系統(tǒng)培訓(xùn) 每年組織1～2次班組長脫產(chǎn)培訓(xùn)，除對列車長進(jìn)行安全、業(yè)務(wù)常識和乘務(wù)標(biāo)準(zhǔn)知識進(jìn)行補(bǔ)強(qiáng)外，還應(yīng)增加班組管理、公共關(guān)系、危機(jī)學(xué)、心理學(xué)、美學(xué)、服務(wù)禮儀等方面的培訓(xùn)內(nèi)容，以拓寬列車長的知識面，提高管理班組和現(xiàn)場處理問 題的能力。加強(qiáng)日?？己?建立和規(guī)范列車長考核制度，定期對列車長進(jìn)行全面考核，并將考核結(jié)果與列車長的獎金和崗位進(jìn)行掛鉤，實(shí)行優(yōu)勝劣汰，提高列車長隊(duì)伍的整體素質(zhì)。第四篇：旅客列車乘務(wù)員實(shí)用英語旅客列車乘務(wù)員實(shí)用英語 列車長服務(wù)用語一、語言1．（組織旅客乘降）面帶微笑“您好，請問您是幾號車廂？**號車廂請向前/后走。直臂式手勢。英文： coach are you in? The No.** coach please go ahead/．（遇有領(lǐng)導(dǎo)）“**領(lǐng)導(dǎo)您好！我是***次列車長，歡迎您檢查指導(dǎo)工作。同時雙目注視領(lǐng)導(dǎo)，“請您隨我來，您請上車?！币龑?dǎo)手勢。英文：I am the conductor of the Train No.**.Wele for inspecting and guiding our work!This way ．（糾正違章）先敬禮“您好！請您到***處吸煙，那里容許吸煙，謝謝您的合作！”英文： you please smoke in ***? Thank you for your ．（遇有旅客詢問）“您好！請問您有什么事情需要我?guī)兔?？?英文： can I do for you? 5．（列車進(jìn)站臺）列車長整隊(duì)并站在隊(duì)伍中間位置，右手提包口中要有口號，使隊(duì)伍整齊統(tǒng)一。二、舉止1．（站臺遇領(lǐng)導(dǎo)）敬軍禮。（右手五指并攏提至眉間，面帶微笑，雙目注視領(lǐng)導(dǎo)，時間停頓12秒）2．（領(lǐng)導(dǎo)伸出握手時）配合動作：立即摘手套，迎合領(lǐng)導(dǎo)握手時用力不要過大，時間不宜過長（大約停滯3秒左右）站在靠近車廂一側(cè)，為領(lǐng)導(dǎo)引路運(yùn)用直臂式手勢，注意走路不時回看領(lǐng)導(dǎo)位置，調(diào)整自己的走速。走到車門口面向領(lǐng)導(dǎo)站立運(yùn)用請進(jìn)手勢將領(lǐng)導(dǎo)引導(dǎo)上車?？傮w要求做到：面帶微笑，用規(guī)范的手勢 用語，組織旅客 乘車，妥善安排重點(diǎn)旅客，耐心解答旅客問訊，語言輕柔親切，隊(duì)有需要的旅客主動幫扶。重點(diǎn)旅客上車時（外賓，領(lǐng)導(dǎo)）親自陪同安排。乘務(wù)員服務(wù)用語二、開車歡迎詞簡單（中文）：各位女士、先生晚上好！很高興為您提供服務(wù)，歡迎您乘坐我們列車，祝各位旅途愉快！謝謝！英文：Good evening ladies and to take our train and it’s our pleasure to provide service for you a pleasant trip!Thank 、中途作業(yè)清理茶桌語言：“對不起，打擾您了，我清理一下，謝謝。” 英文：Excuse I do some cleaning please? 包房旅客訂餐時語言：“您好，是需要定餐嗎？請把需要的飯菜告訴我，我來幫您聯(lián)系。”英文：Excuse you need the reservation service? Please tell me the dishes you like and I will contact for ：“您好，是需要用餐嗎？您請坐，這是菜單，您看需要什么飯菜？”英文： take your is the would you like to order? 上菜時語言：“這是您點(diǎn)的，您點(diǎn)的菜齊了，您請慢用。” 英文：Here are the dishes you have enjoy ：“您吃好了，您請慢走，歡迎您再次光臨?！?英文：Thanks for your drawing in and wele to e ：“您好，您需要套餐嗎？（如不要）對不起打擾了！”英文：Excuse me!Would you like a package meal? Sorry for interrupting 列車廣播服務(wù)用語（一）正常情況廣播用語始發(fā)通告主要內(nèi)容：歡迎詞、列車運(yùn)行區(qū)間介紹、擔(dān)當(dāng)乘務(wù)組介紹、安全衛(wèi)生提示、服務(wù)項(xiàng)目介紹、途中運(yùn)行時刻及停站介紹、祝詞。范例：中文：旅客朋友你好，歡迎乘坐由***站開往***站的***次列車，***鐵路局***列車段車隊(duì)組的同志將竭誠為您提供服務(wù)。上車后請您對號入座，并將隨身攜帶的行李物品安置好。列車設(shè)有大件行李存放處，貴重物品請妥善保存。旅客朋友們，為了我們大家的安全，請不要攜帶易燃燒或爆炸的物品乘車。有吸煙的旅客請到*號吸煙車廂，并將煙蒂熄滅后放進(jìn)煙盒內(nèi)。帶小孩的旅客，請照看好您的小孩，注意安全。為了更好地為您服務(wù)，每個座位都配有列車服務(wù)指南，請您仔細(xì)閱讀。英文：Good morning/afternoon/evening!Ladies and Gentlemen: Wele aboard train*** from *** station to *** station!The crew members of team*, Train number** , **passenger train depot, ***Railway Administration will be sincerely at your service！You are expected to take your seat in accordance with the ticket and well deposit your luggage and luggage storage is available on the leave your valuables under ensure your safety, please do not bring inflammable or explosive articles on is only allowed in the smoking coach No.* and cigarette stub should be put into the ashtray after being take care of your train Service Guidebook is available at your seat for your read it carefully.（送餐及旅客信息采集按規(guī)定宣傳）本次列車全程運(yùn)行千米，小時分，中途停車站有：***、…、***，請 3您注意收聽廣播到站通告。列車運(yùn)行前方停車站***站，到站時間***。旅客朋友們，預(yù)祝大家旅途愉快！英文：The total length of our journey is **km and will take *hours and *minutes to destination, passing by the ***station, *** be attentive to the broadcast for arrival next station is ***.The arrival time is ***.Wish you a pleasant trip!中途通告用語（范例）（1）通告站名 到站前：中文：旅客朋友你好，列車運(yùn)行前方停車站車站，到達(dá)車站的時間是點(diǎn)分，停車分。在車站下車的旅客，請您整理好行李物品，到車門口等候下車。等列車停穩(wěn)后按順序下車，（雙門時：請下車的旅客攜帶好行李物品，等列車停穩(wěn)后從門下車）。英文： Ladies and gentlemen, the next station is *** and the train will arrive at ***, stopping for * to get off at ***station, please pack up your luggage, wait by the door and get off in proper order after the train’s plete stabilization.(passengers to get off at ***station, please pack up your luggage and get off by the * door after the train’s plete stabilization.)開車后：中文：旅客朋友你好，歡迎乘坐本次列車，列車運(yùn)行前方停車站站，到達(dá)站的時間點(diǎn)分。英文：Good morning/afternoon/evening!Ladies and Gentlemen: Wele aboard!The next station is *** and the arrival time is ***.（2）服務(wù)通告中文：旅客朋友你好，用餐時間到了，列車將為大家提供免費(fèi)（早、午、晚）餐，請您及時回到自己的座位上等候,把小桌打開準(zhǔn)備就餐。(用餐后請將餐盒放入垃圾袋內(nèi)，不要放在地板上，謝謝您的合作)如您有特殊就餐或購物需求歡迎前往*號車廂選購。英文：Ladies and gentlemen, it’s time for catering service on the train is wait by your seat and put down the tray table in front of you.(After your meal, please put the snack box in the rubbish bag instead of on the floor, thank you.)You are also weled to choose your favorite food and do some shopping in coach No.*.3．終到站前 ：（范例）中文：旅客朋友你好，列車運(yùn)行前方是本次列車終點(diǎn)站車站，到達(dá)車站的時間是點(diǎn)分，請您整理好行李物品，準(zhǔn)備下車。感謝您一路上對我們工作的支持與協(xié)作，下次旅行再會！英文：The next station is the terminus of our journey: the *** train will arrive at ***.Please pack up your luggage and prepare for getting you for your support and cooperation during the you next time!（二）非正常情況廣播詞范例： 1．廣播找人中文：旅客朋友請注意，現(xiàn)在廣播找人。從站上車到去的旅客，聽到廣播后，請您到號車廂去，有人找。英文：Attention please!Mr./Mrs./Miss/Ms.*** who got on the train at *** station leaving for ***.Please go to coach No.*.Some one is waiting for you ．失物招領(lǐng)中文：旅客朋友請注意，剛才有位旅客（乘務(wù)員）拾到，是哪位旅客丟失的，請到去認(rèn)領(lǐng)。英文：Attention please!Anyone who has lost a *** please go to *** for ．認(rèn)領(lǐng)孩子、尋找小孩中文：旅客朋友請注意，列車上有一名歲左右的小男（女）孩與家長走散了。小孩身穿衣服，現(xiàn)在號車廂，請孩子的家長聽到廣播后，到號車廂去認(rèn)領(lǐng)。英文：Attention please!A yearold boy/girl is looking for his/her boy/girl is wearing a and is now in coach No.*.Parents please e here ．請醫(yī)找藥中文：旅客朋友請注意，現(xiàn)在列車上有位旅客得了急?。ㄓ形辉袐D快要分娩了），由于列車上沒有隨車醫(yī)務(wù)人員，哪位旅客是醫(yī)務(wù)工作者，請到號車廂協(xié)助診斷治療（接生）。謝謝。（旅客朋友，現(xiàn)在列車上有位旅客生病了。經(jīng)醫(yī)生診斷，需要（藥品）進(jìn)行治療，哪位旅客隨身帶有這種藥品，請您給予支援。謝謝。）英文：Ladies and Gentlemen, may I have your attention please? There is an emergency here.(A pregnant passenger on board this train is going to give birth to a baby very soon.)Because the train’s medical staff is not available, could anyone who happens to be a medical doctor please e to the No. coach to help the patient(the baby delivery)? Thank you very much.(Ladies and Gentlemen, there is an emergency ill passenger on board this train has been identified by the doctor and he needs medical treatment with medicine now, could anyone who is taking this medicine with you please offer help? Thank you very much.)5．臨時停車中文：旅客朋友，列車現(xiàn)在是臨時停車，還沒有到站，請大家不要下車。英文：Ladies and Gentlemen, the train is making a temporary stop now and has not arrived at the station, so please don’t get off the ．