第二十一课: 如何处理突发状况
Lesson 21: Dealing 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!
Page 2 of 7
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?
Page 3 of 7
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。
