第二十一課: 如何處理突發(fā)狀況
Lesson 21: Dealing with a situation
各位聽(tīng)眾朋友好。歡迎您收聽(tīng)“旅游業(yè)英語(yǔ)”第二十一講。我是澳
洲廣播電臺(tái)中文部的節(jié)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(yǔ)的客人進(jìn)行
交流。在這套教材中，每一節(jié)對(duì)話將涉及旅游服務(wù)業(yè)中的一個(gè)重要
話題。也許在一開(kāi)始的時(shí)候您無(wú)法聽(tīng)懂對(duì)話的全部?jī)?nèi)容，不過(guò)這沒(méi)
有關(guān)系，因?yàn)槔蠋熢趯W(xué)習(xí)的過(guò)程中會(huì)反復(fù)講解和帶領(lǐng)大家練習(xí)這些
對(duì)話的內(nèi)容。只要您堅(jiān)持跟著老師學(xué)習(xí)，您會(huì)在學(xué)習(xí)完這套教材之
后對(duì)自己在英語(yǔ)方面所取得的進(jìn)步感到大吃一驚的。
第二十一課: 如何處理突發(fā)狀況
Lesson 21: Dealing with a situation
在這一課中，我們要學(xué)習(xí)如何應(yīng)對(duì)突發(fā)的意外狀況和情緒不安的客
人。您將可以學(xué)習(xí)到在澄清事實(shí)及安慰客人時(shí)的一些英語(yǔ)表示方
法。
在這段對(duì)話的第一部份中，蒙納對(duì)于她父親的失蹤感到非常焦慮不
安，并堅(jiān)持要面見(jiàn)酒店的經(jīng)理杰斯丁?，F(xiàn)在就先讓我們一起來(lái)聽(tīng)一
下這部份的對(duì)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!
Page 2 of 7
Justine: It must be very upsetting for you, Ms White.
現(xiàn)在讓我們?cè)俾?tīng)一遍錄音，我會(huì)逐句將對(duì)話翻譯成中文。
利奧: 對(duì)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(méi)有問(wèn)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(dāng)時(shí)我們正
在元宵節(jié)燈會(huì)上，我敢肯定我的父親已經(jīng)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(yán)重的事情，我可以請(qǐng)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(jīng)有好幾個(gè)
小時(shí)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(qǐng)注意聽(tīng)下面這句話。
杰斯丁:我可以請(qǐng)您到我的辦公室去嗎？
Justine: May I suggest you come to my
office?
您聽(tīng)出來(lái)了嗎？杰斯丁在這種情況下想要做的第一件事就是設(shè)法讓
蒙納離開(kāi)酒店大堂，以避開(kāi)公眾的視線。這樣做無(wú)論是對(duì)客人還是
對(duì)酒店的業(yè)務(wù)都有好處。請(qǐng)您跟著英語(yǔ)老師一起練習(xí)下列句型。
May I suggest you come to my office?
May I suggest you come to my office?
Page 3 of 7
May I suggest we sit down?
May I suggest we sit down?
現(xiàn)在讓我們一起來(lái)聽(tīng)聽(tīng)酒店經(jīng)理是如何對(duì)蒙納的焦慮表示理解的。
杰斯丁: 我明白了，這是一件很嚴(yán)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(guò)以上這兩個(gè)句子向蒙納表明，她非常重視蒙納講述的事
情。雖然也許實(shí)際的情況并不象客人所感到的那樣糟糕，但這樣的
說(shuō)法有助于讓情緒不穩(wěn)的客人冷靜下來(lái)。請(qǐng)您跟著英語(yǔ)老師練習(xí)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(lái)讓我們?cè)俾?tīng)一遍這段對(duì)話，請(qǐng)?jiān)诮芩苟『屠麏W的話之后跟著
重復(fù)。
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(tīng)眾朋友， 您現(xiàn)在收聽(tīng)的是澳洲廣播電臺(tái)為你制作的《旅游業(yè)
英語(yǔ)》節(jié)目。Page 4 of 7
第二十一課: 如何處理突發(fā)狀況
Lesson 21: Dealing with a situation
現(xiàn)在讓我們繼續(xù)學(xué)習(xí)新的對(duì)話內(nèi)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(qǐng)?jiān)俾?tīng)一遍這部分對(duì)話的錄音，我會(huì)將這段對(duì)話逐句翻譯成中文。
杰斯丁: 我先說(shuō)一遍，看看我是否準(zhǔn)確地理解了您的意思。您當(dāng)
時(shí)和您的父親是在元宵節(jié)燈會(huì)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(huì)和利奧在一起呢？
Justine: Leo?
利奧: 我是他們的導(dǎo)游。
Leo: I was their tour guide.
杰斯丁: 噢，我明白了。您是說(shuō)你們兩個(gè)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.
Page 5 of 7
蒙納: 是這樣。
Mona: Yes.
杰斯丁: 利奧，你們有沒(méi)有約定走散后重聚的地點(diǎn)？
Justine: Had you arranged a meeting place, Leo?
利奧: 有啊，可我們恰恰就是在這個(gè)地點(diǎn)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(méi)有問(wèn)題。
Leo: Not at all.
蒙納: 但是他已經(jīng)五十多歲了。
Mona: Well, he is over fifty.
杰斯丁: 他失蹤有多少時(shí)間了？
Justine: And how long has he been missing?
蒙納: 快一個(gè)小時(shí)了。
Mona: Nearly an hour!
杰斯丁: 我明白了。
Justine: I see.
酒店經(jīng)理明了蒙納在介紹情況時(shí)可能有些夸大其詞了?，F(xiàn)在讓我們
一起來(lái)聽(tīng)聽(tīng)她是如何與蒙納一起逐漸澄清事實(shí)的。
杰斯丁: 我先說(shuō)一遍，看看我是否準(zhǔn)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(shuō)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(wú)疑問(wèn)，在沒(méi)有弄清楚事實(shí)之前我們是不能妄下結(jié)論的。而英語(yǔ)
中“So what you’re saying is ……”和“Let me see if I
understand you clearly” 這兩個(gè)句式向?qū)Ψ矫鞔_表示你對(duì)他所講
Page 6 of 7
的話非常有興趣，并且在全神貫注地傾聽(tīng)。澄清事實(shí)的做法不但有
助于聽(tīng)話者了解真相，而且有助于講話的人冷靜下來(lái)?，F(xiàn)在就讓我
們跟著老師一起來(lái)練習(xí)一下這兩個(gè)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(lái)的對(duì)話中，杰斯丁繼續(xù)提出一系列問(wèn)題以了解整個(gè)事件的
嚴(yán)重程度。在與蒙納的對(duì)話過(guò)程中，她不斷地使用了一個(gè)英語(yǔ)中非
常有用的短語(yǔ)“I see”, 意思是:我明白了。請(qǐng)注意，在對(duì)話過(guò)程
中類似“I see,” “uh huh”, 或者不斷地點(diǎn)頭示意，這些都可
以向?qū)Ψ奖硎灸阍谧⒁鈨A聽(tīng)他的講話。另外，在對(duì)話過(guò)程中看著對(duì)
方眼睛也可以顯示出你非常重視他所講的話?，F(xiàn)在請(qǐng)您跟著老師一
起練習(xí)“I see”我明白了這個(gè)短語(yǔ)。
現(xiàn)在讓我一起來(lái)聽(tīng)一遍這段對(duì)話第二部份的錄音，請(qǐng)?jiān)诮芩苟『屠?BR> 奧的句子之后重復(fù)他們的話。
I see.
I see
現(xiàn)在讓我們一起來(lái)聽(tīng)一遍這段對(duì)話第二部分的錄音，請(qǐng)?jiān)诮芩苟『?BR> 利奧的句子之后重復(fù)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.Page 7 of 7
各位聽(tīng)眾朋友，在結(jié)束這一課的全部?jī)?nèi)容之前請(qǐng)您跟著英語(yǔ)老師一
起來(lái)練習(xí)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，各位聽(tīng)眾朋友，第二十一課到這里就全部結(jié)束了。我們會(huì)在第二十二課中繼續(xù)學(xué)習(xí)如何處理突發(fā)狀況的內(nèi)容。
Lesson 21: Dealing with a situation
各位聽(tīng)眾朋友好。歡迎您收聽(tīng)“旅游業(yè)英語(yǔ)”第二十一講。我是澳
洲廣播電臺(tái)中文部的節(jié)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(yǔ)的客人進(jìn)行
交流。在這套教材中，每一節(jié)對(duì)話將涉及旅游服務(wù)業(yè)中的一個(gè)重要
話題。也許在一開(kāi)始的時(shí)候您無(wú)法聽(tīng)懂對(duì)話的全部?jī)?nèi)容，不過(guò)這沒(méi)
有關(guān)系，因?yàn)槔蠋熢趯W(xué)習(xí)的過(guò)程中會(huì)反復(fù)講解和帶領(lǐng)大家練習(xí)這些
對(duì)話的內(nèi)容。只要您堅(jiān)持跟著老師學(xué)習(xí)，您會(huì)在學(xué)習(xí)完這套教材之
后對(duì)自己在英語(yǔ)方面所取得的進(jìn)步感到大吃一驚的。
第二十一課: 如何處理突發(fā)狀況
Lesson 21: Dealing with a situation
在這一課中，我們要學(xué)習(xí)如何應(yīng)對(duì)突發(fā)的意外狀況和情緒不安的客
人。您將可以學(xué)習(xí)到在澄清事實(shí)及安慰客人時(shí)的一些英語(yǔ)表示方
法。
在這段對(duì)話的第一部份中，蒙納對(duì)于她父親的失蹤感到非常焦慮不
安，并堅(jiān)持要面見(jiàn)酒店的經(jīng)理杰斯丁?，F(xiàn)在就先讓我們一起來(lái)聽(tīng)一
下這部份的對(duì)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!
Page 2 of 7
Justine: It must be very upsetting for you, Ms White.
現(xiàn)在讓我們?cè)俾?tīng)一遍錄音，我會(huì)逐句將對(duì)話翻譯成中文。
利奧: 對(duì)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(méi)有問(wèn)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(dāng)時(shí)我們正
在元宵節(jié)燈會(huì)上，我敢肯定我的父親已經(jīng)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(yán)重的事情，我可以請(qǐng)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(jīng)有好幾個(gè)
小時(shí)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(qǐng)注意聽(tīng)下面這句話。
杰斯丁:我可以請(qǐng)您到我的辦公室去嗎？
Justine: May I suggest you come to my
office?
您聽(tīng)出來(lái)了嗎？杰斯丁在這種情況下想要做的第一件事就是設(shè)法讓
蒙納離開(kāi)酒店大堂，以避開(kāi)公眾的視線。這樣做無(wú)論是對(duì)客人還是
對(duì)酒店的業(yè)務(wù)都有好處。請(qǐng)您跟著英語(yǔ)老師一起練習(xí)下列句型。
May I suggest you come to my office?
May I suggest you come to my office?
Page 3 of 7
May I suggest we sit down?
May I suggest we sit down?
現(xiàn)在讓我們一起來(lái)聽(tīng)聽(tīng)酒店經(jīng)理是如何對(duì)蒙納的焦慮表示理解的。
杰斯丁: 我明白了，這是一件很嚴(yán)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(guò)以上這兩個(gè)句子向蒙納表明，她非常重視蒙納講述的事
情。雖然也許實(shí)際的情況并不象客人所感到的那樣糟糕，但這樣的
說(shuō)法有助于讓情緒不穩(wěn)的客人冷靜下來(lái)。請(qǐng)您跟著英語(yǔ)老師練習(xí)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(lái)讓我們?cè)俾?tīng)一遍這段對(duì)話，請(qǐng)?jiān)诮芩苟『屠麏W的話之后跟著
重復(fù)。
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(tīng)眾朋友， 您現(xiàn)在收聽(tīng)的是澳洲廣播電臺(tái)為你制作的《旅游業(yè)
英語(yǔ)》節(jié)目。Page 4 of 7
第二十一課: 如何處理突發(fā)狀況
Lesson 21: Dealing with a situation
現(xiàn)在讓我們繼續(xù)學(xué)習(xí)新的對(duì)話內(nèi)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(qǐng)?jiān)俾?tīng)一遍這部分對(duì)話的錄音，我會(huì)將這段對(duì)話逐句翻譯成中文。
杰斯丁: 我先說(shuō)一遍，看看我是否準(zhǔn)確地理解了您的意思。您當(dāng)
時(shí)和您的父親是在元宵節(jié)燈會(huì)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(huì)和利奧在一起呢？
Justine: Leo?
利奧: 我是他們的導(dǎo)游。
Leo: I was their tour guide.
杰斯丁: 噢，我明白了。您是說(shuō)你們兩個(gè)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.
Page 5 of 7
蒙納: 是這樣。
Mona: Yes.
杰斯丁: 利奧，你們有沒(méi)有約定走散后重聚的地點(diǎn)？
Justine: Had you arranged a meeting place, Leo?
利奧: 有啊，可我們恰恰就是在這個(gè)地點(diǎn)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(méi)有問(wèn)題。
Leo: Not at all.
蒙納: 但是他已經(jīng)五十多歲了。
Mona: Well, he is over fifty.
杰斯丁: 他失蹤有多少時(shí)間了？
Justine: And how long has he been missing?
蒙納: 快一個(gè)小時(shí)了。
Mona: Nearly an hour!
杰斯丁: 我明白了。
Justine: I see.
酒店經(jīng)理明了蒙納在介紹情況時(shí)可能有些夸大其詞了?，F(xiàn)在讓我們
一起來(lái)聽(tīng)聽(tīng)她是如何與蒙納一起逐漸澄清事實(shí)的。
杰斯丁: 我先說(shuō)一遍，看看我是否準(zhǔn)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(shuō)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(wú)疑問(wèn)，在沒(méi)有弄清楚事實(shí)之前我們是不能妄下結(jié)論的。而英語(yǔ)
中“So what you’re saying is ……”和“Let me see if I
understand you clearly” 這兩個(gè)句式向?qū)Ψ矫鞔_表示你對(duì)他所講
Page 6 of 7
的話非常有興趣，并且在全神貫注地傾聽(tīng)。澄清事實(shí)的做法不但有
助于聽(tīng)話者了解真相，而且有助于講話的人冷靜下來(lái)?，F(xiàn)在就讓我
們跟著老師一起來(lái)練習(xí)一下這兩個(gè)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(lái)的對(duì)話中，杰斯丁繼續(xù)提出一系列問(wèn)題以了解整個(gè)事件的
嚴(yán)重程度。在與蒙納的對(duì)話過(guò)程中，她不斷地使用了一個(gè)英語(yǔ)中非
常有用的短語(yǔ)“I see”, 意思是:我明白了。請(qǐng)注意，在對(duì)話過(guò)程
中類似“I see,” “uh huh”, 或者不斷地點(diǎn)頭示意，這些都可
以向?qū)Ψ奖硎灸阍谧⒁鈨A聽(tīng)他的講話。另外，在對(duì)話過(guò)程中看著對(duì)
方眼睛也可以顯示出你非常重視他所講的話?，F(xiàn)在請(qǐng)您跟著老師一
起練習(xí)“I see”我明白了這個(gè)短語(yǔ)。
現(xiàn)在讓我一起來(lái)聽(tīng)一遍這段對(duì)話第二部份的錄音，請(qǐng)?jiān)诮芩苟『屠?BR> 奧的句子之后重復(fù)他們的話。
I see.
I see
現(xiàn)在讓我們一起來(lái)聽(tīng)一遍這段對(duì)話第二部分的錄音，請(qǐng)?jiān)诮芩苟『?BR> 利奧的句子之后重復(fù)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.Page 7 of 7
各位聽(tīng)眾朋友，在結(jié)束這一課的全部?jī)?nèi)容之前請(qǐng)您跟著英語(yǔ)老師一
起來(lái)練習(xí)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，各位聽(tīng)眾朋友，第二十一課到這里就全部結(jié)束了。我們會(huì)在第二十二課中繼續(xù)學(xué)習(xí)如何處理突發(fā)狀況的內(nèi)容。