倾听
People like to be heard. Listening is easy, right? No! You must be quiet, but at the same time show that you are listening. Here are ways of answering a person:
人们在说话的时候都希望对方能够认真倾听。你们一定觉得听别人说话很容易吧？错！你在倾听时既要保持安静，倾听的同时又要表现出你在认真地听对方讲话，还要不时地回应一两句。下面是一些你在回应对方时可能用得到的句子：
“I understand…” “我知道\明白…”
“Really?” “真的吗？”
“That’s terrible.” “太糟糕了。”
Here are ways you can ask them what happened:
如果你想要问对方发生了什么事情，你可以这样说：
“Is there any problem?” “出什么事了吗？\怎么了？”
“Tell me what happened.” “告诉我出什么事了\怎么了？”
“Don’t worry, I’m here to listen. Tell me everything.”
“别担心，我在这儿。跟我聊聊。”
保持冷静
If this passenger is being very rude and is making you very angry, do not raise your voice. If you speak too loud or scream at the passenger, the passenger will also be angrier. Try to keep yourself calm and try to smile as much as you can.
如果一个乘客非常粗鲁无礼，让你很生气，这时候你千万不要扯着嗓子跟他吵架。如果这样，乘客只会更生气的。遇到这样的旅客，试着保持冷静，深呼吸，尽量对他保持微笑。
Never say anything like: 不要这样说：
“Calm down.” or “Don’t worry.” or “It doesn’t matter.”
“冷静点。”或者“别担心。”或者“没关系。”
When you say these expressions, passengers think that their problem isn’t important to you, or that you are making this problem less important. Just try to listen and help in any way you can.
如果你这样说，旅客会觉得你根本不在意他们的问题，甚至是不值一提。所以不要这样回应旅客，你要做的就是倾听他们的需求，然后尽力帮助他们解决问题。
询问事实
Make sure you understand the whole problem and if the passenger has a solution. Ask the important questions so you can have all the facts.
有时出现问题以后，旅客会直接告诉你他希望你如何帮助他，那么你只需要按照旅客要求来解决问题。但是如果旅客也不知道怎么办，那么你就要通过询问旅客的方式来了解他的需要，确保准确发问，以便了解到问题的前因后果。
Questions should follow an easy principle:
Ask What, When, Where, Who questions:
可以用这三个类型的问题来询问“什么事情，什么时候，在哪里”：
Like, “When did it happen?”“Where was it?”“What was done?”“Who did it?”
例如，“什么时候发生的？”“在哪儿发生的？”“发生了什么？”“是谁做的？”
This will make the passenger feel safe and that you are trying to understand their problem.
这种形式的问题会给乘客安全感，让他们觉得你在努力尝试理解并解决他们的问题。
Do not ask questions like Why and How, unless they are directed at the fact:
不要用“为什么”和“怎么做”的问题，除非这样发问能让你直接得到答案。
“Why are you angry?”“How did you do it?”
“你为什么生气？”“你当时是怎么做的？”
直接走开
Sometimes if a situation goes bad, you should know when to step out. If the passenger is too rude to you, you should always walk away and let the purser or another flight attendant help you with the problem.
如果情况变得越来越糟，你应该识相地走开，“知难而退”。比如，如果乘客对你过于粗鲁，你应该走开，让乘务长或者其他乘务员帮你解围。
You can excuse yourself with phrases like:
你可以用这样的借口脱身：
“I’m sorry, I cannot help you at the moment, but my colleague ________ will come here. Please wait a moment.”
“对不起，我无法帮您解决问题，但是我的同事…会来帮您，请您稍等片刻。”
“Sir/Madam, I am so sorry, I am not able to help you, but I will send another flight attendant. They might be able to help you with your issue.”
“先生\女士，实在抱歉，我无法为您提供帮助，但是我会让其他乘务员来帮助您，他们也许能帮您解决您的问题。”
“I’ll leave you with _______. He/She is very competent and can certainly try to help you. Don’t worry, you are in good hands. If you need anything, just press the call button and I will come back.”
“我会让…来帮您解决问题。她/他非常有能力，一定会尽力帮助您的，请您不要担心。如果您还有什么其他的需要，请您按响呼唤铃，我会马上回来。”
