Unit 5 Safety Emergency Service安全应急服务
● Lost Articles and Certificates
● Emergency Disease Management
● Face to the Fire
● Solving equipment problem
● Guidance and Command
Section 1 Warm-up
Discuss the following questions in pairs or in small groups and tell your partner.
（1）Have you any experience of losing valuables？
（2）What should you do when someone has a sudden illness？
（3）What should you do when a fire breaks out？
Section 2 Dialogues
Dialogue 1 At the Lost and Found Office
A—Clerk
B—Guest
A:Good morning,sir,lost and found department,can I help you？
即刻获取示范音频
B:Good morning,Miss. I'm anxious because I have lost my suitcase this morning，
A:I'm sorry to hear that,but can you tell me when and where you left your suitcase？
B:I still had it when I checked in and I just couldn't remember where I misplaced it.
A:Can you describe it,please？
B:Sure,it is brown,medium size suitcase on wheels.
A:I'm afraid we've got nothing like that,sorry.
B:Oh,I made a mistake. I carried the black one today. And there is a red ribbon on it.
A:A ribbon？
B:Yes.
A:Please wait a moment,sir.Let me see.We do have a black suitcase.Do you have the key？
（The guest hands over the key,and the clerk opens the suitcase.）
A:Can you tell me the contents of the suitcase？
B:A camera,a suit and a PC（personal computer）.
A:Yes,I think the suitcase belongs to you.Could you check the contents,sir？
B:Sure,no problem.
（The clerk takes out a notebook.）
A:Before you leave,may I have your signature here,please？
B:OK,thank you for you help.
A:You're welcome,enjoy your life.
Words and Expressions
suitcase ［ˈsuːtkeɪs］n．手提箱；衣箱
describe ［dɪˈskraɪb］v．描述，形容；描绘
ribbon ［ˈrɪbən］n．丝带；缎带
belong to属于
Dialogue 2 Found a Wallet
A—Clerk
B—Guest
A:Good morning,sir,lost and found department,what can I do for you？
即刻获取示范音频
B:Good morning,Miss.I just found a wallet.
（The guest gives the wallet to the clerk.）
A:Can you tell me where you picked up the wallet？
B:In the restaurant.After I had my breakfast,I was going to go back to my room,I found a wallet on the chair next to me.
A:OK,can you tell me when you found the wallet？
B:Around 8:20.
A:Thank you,sir,can you fill out this form,please?And before you leave,please sign your name here.
B:Sure.
A:Thank you for your cooperation,enjoy your day.
Words and Expressions
sign ［saɪn］v．签署；签名
pick up捡到，拾到
fill out填写
Dialogue 3 Heart Attack
A—Clerk
B—Lucy
Lucy and her husband are staying in hotel,suddenly,her husband has a heart attack.
即刻获取示范音频
A:Hello,hotel front desk service center,can I help you？
B:Help!Please send an ambulance fast!My husband is having a heart attack.
A:Please tell me your room number.I'll come right now.
B:My room number is 803,can you come quickly?I don't know what to do！
A:The ambulance will be there soon,keep the patient in place,don't let him move.Are you close to him right now？
B:Yes,he's right here by me.
A:Is he breathing？
B:Yes,he's breathing,but he's not conscious!Oh,please hurry！
A:Don't worry,I'll be there as soon as possible.
Words and Expressions
emergency ［ɪˈmзːdʒənsi］n．紧急情况；突发事件
medical ［ˈmedɪkl］adj．医学的；药的
ambulance ［ˈæmbjələns］n．救护车
breathe ［briːð］v．呼吸；喘息
conscious ［ˈkɒnʃəs］adj．意识到的；神志清醒的
have a heart attack心脏病发作
slow down放缓，放慢速度
be close to接近于……
Dialogue 4 Face to the Fire
A—Clerk
B—Guest
A:Good morning,Miss,Vienna International Hotel service center, what can I do for you？
即刻获取示范音频
B:Help!Help!It's a fire.
A:Can you give me more details?May I have your room number？
B:My room number is 802.
A:Could you tell me the cause of the fire？
B:I don't know,I was sleeping,but I was woken up by smoke.Please help me,what should I do？
A:First,feel the door with the back of your hand.Don't open the door without first feeling it.The back of your hand is very sensitive to heat,and by using it you also won't risk burning your palm or fingertips.If the door or doorknob is hot,the fire is probably right outside.If that's the case,don't open the door.
B:It's not hot.
A:Then,you can open the door.Stay in your room if the fire is in the hall blocking the exits,or if the hall is filled with heavy smoke.
B:The smoke is thick. I can't leave！
A:I got it,how about the room?Is there a lot of smoke in the room？
B:Yes,I can't breathe.
A:Please open the windows and turn on the bathroom vent if available.And then place wet towels at the bottom of the door and around any other cracks around the doorway.The wet towels will help keep smoke out of the room.Next,fill the bathtub with water.Use an ice bucket, trashcan,or suitcase to throw water onto the door or any other hot surface or spot fire in the room.Finally,create a mask by wetting a towel or article of clothing and tying it around your nose and mouth.Remember,smoke inhalation is deadly and most fire fatalities are caused by smoke or toxic gas inhalation.Do all you can to minimize the amount of smoke you're exposed to.Don't worry.I'll call 911 immediately,please do as what I said.
B:Okay,please hurry！
Words and Expressions
cause ［kɔːz］n．原因
sensitive ［ˈsensətɪv］adj．敏感的
risk ［rɪsk］n．风险
burn ［bзːn］v．燃烧
thick ［θɪk］adj．厚的
inhalation ［ɪnhəˈleɪʃn］n．吸入
minimize ［ˈmɪnɪmaɪz］v．最小化
wake up醒来
be exposed to与……接触
Dialogue 5 Solving Equipment Problem
A—Clerk
B—Guest
C—Electrician
A:Good morning,sir,housekeeping,can I help you？
B:Good morning.I'm afraid there's something wrong with the TV. The picture is wobbly. And I can't connect to your Wi-Fi signal.
即刻获取示范音频
A:I'm sorry. May I have a look at it？
B:Yes.
A:（The clerk tries to fix it,but in vain.）I'll send for an electrician from the maintenance department. We can have it repaired.Please wait just a few minutes,sir. In terms of the Wi-Fi,please open the WLAN and search the Wi-Fi signal of the hotel.Every floor of the hotel has wireless signal coverage.
B:Okay,I opened it,but I can't search the Wi-Fi signal of your hotel.
A:Please refresh it and research.
B:Yes,I find it,but how can I connect to it？
A:After finding the strongest wireless signal,click on the signal and wait for the connected state to be displayed under the signal.
B:And then？
A:After connecting the wireless signal,it is necessary to authenticate on-line.Before authenticating,no web page,WeChat,QQ and other online software can be used normally.
B:It's too complex.
A:I'm sorry.If you excuse me,I can do that for you.
B:Yes,here you are.
A:OK,your phone is already connected to Wi-Fi.
B:Thank you.
A:My pleasure.And I'll send for an electrician from the maintenance department. Please wait just a few minutes,sir.
B:OK.
（The clerk leaves the room. Ten minutes later,there is a knock on the door.）
C:May I come in？
B:Yes.（The guest opens the door.）
C:The TV set is not working well. Is that right,sir？
B:Yes,it is.
C:Let me have a look.
（The electrician finishes the repairing and checks other electric facilities in the room.）
C:Sir,everything is OK now.
B:What efficiency!Thanks a lot. This is for you.
C:Oh,no. We won't accept tips,but thank you,anyway. We wish you a nice stay with us.
Words and Expressions
wobbly ［ˈwɒbli］adj．不稳定的；摆动的；歪斜的
electrician ［ɪˌlekˈtrɪʃn］n．电工；电气技师
maintenance ［ˈmeɪntənəns］n．维护，维修；保持；生活费用
facility ［fəˈsɪləti］n．设施；设备；容易；灵巧；才能，天赋
wireless ［ˈwaɪələs］adj．无线的；无线电的
authenticate ［ɔːˈθentɪkeɪt］v．鉴定；证明……是真实的
efficiency ［ɪˈfɪʃnsi］n．效率；效能；功效
Section 3 Speaking
Speaking 1
How to Report a Loss?
如何挂失？
1.Phrases,Sentences and Expressions
2.Role-play
Please write a play and act it out.
Setting:A guest lost her keys,she asks the lost and found department for help.
Speaking 2
How to Deal with Emergency?
如何处理紧急情况？
1.Phrases,Sentences and Expressions
2.Role-play
Please write a play and act it out.
Setting:A guest is peeling the apple,suddenly,she gets hurt.She is bleeding.And she calls for help.
Section 4 Readings
Reading 1
How to Deal with Emergency?
如何处理紧急情况？
Emergency always happens every day in every country.What will you do if you meet with emergency?If you don't know what to do,just remember some emergency numbers.When emergency happens,stay calm,take out your mobile phone and call the emergency number you need.Different countries have different emergency numbers.
The USA
When you are in the USA,remember to call 911 when you are in an emergency.The number 911 links callers to emergency services.It can tell the place of the caller's mobile phone.
The UK
In the UK,people call the number 999 when they are in an emergency.Each call center has interpretation services with 170 languages.
South Korea
The emergency number 112 is only for police in the country.Most of the telephone operators speak Korean.But there are some operators who can speak English,Chinese or Russian.And then they can offer better service for foreigners.
China
In China,110 is a 24-hour emergency number. On average each telephone operator answers 800 to 1000 emergency calls every day. Operators should deal with an emergency call in 57 seconds. Police need to get to the scene in five minutes in cities. In the suburbs,it is 10 minutes.
Notes：
（1）Emergency always happens every day in every country.
每个国家每天都有突发事件发生。
emergency的意思为“紧急情况、突发事件、非常时刻”。
e.g.He deals with emergencies promptly.
他迅速地应对突发事件。
（2）What will you do if you meet with emergency？
如果遇到紧急情况，你会怎么做？
meet with的意思为“符合、偶然遇见、遭受”。
e.g.Meet with them. Talk with them.
和他们见面，与他们交谈。
（3）When emergency happens,stay calm,take out your mobile phone and call the emergency number you need.
当紧急情况发生时，保持冷静，拿出手机，拨打你需要的紧急电话。
stay calm的意思为“保持冷静”。
e.g.His suggestion is that we should stay calm.
他的建议是，我们应该保持冷静。
take out的意思为“取出”。
e.g.I'll have to stop by the bank and take out a loan.
我将不得不去一下那家银行领一笔贷款。
（4）Each call center has interpretation services with 170 languages.
每个呼叫中心有170种语言的口译服务。
interpretation的意思为“解释、翻译”。
e.g.Professor Wolfgang gives the data a very different interpretation.
沃尔夫冈教授对数据做出很不一样的解释。
（5）On average each telephone operator answers 800 to 1000 emergency calls every day.
平均每个电话接线员每天接听800到1000个紧急电话。
on average的意思为“平均、普通、通常”。
e.g.It says that on average,you should be around 20.
它表示的是平均值，应该在20左右。
（6）Operators should deal with an emergency call in 57 seconds.
接线员应在57秒内处理紧急呼叫。
deal with的意思为“处理”。
e.g.Law always cannot deal with these new problems.
法律总是不能解决这些新问题。
（7）Police need to get to the scene in five minutes in cities.
在城市里，警察需要在五分钟内赶到现场。
get to the scene的意思为“到达现场”。
（8）In the suburbs,it is 10 minutes.
在郊区，只需要10分钟。
suburb的意思为“郊区、边缘”。
e. g. First part stresses to research the basic theory of eco-city and land eco-use in suburb.
第一部分着重于生态城市与郊区土地生态利用的基础理论研究。
Questions：
（1）When you are in London,what can you do when you are in an emergency？
（2）In South Korea,what languages can the telephone operators speak？
（3）In China,how long does police need to get to the scene in the suburbs？
Reading 2
How to Survive a Hotel Fire?
如何从酒店火灾中逃生？
Have you ever been in a hotel during a fire?It is a frightening experience,but one that you should start preparing for.To survive a hotel fire,you must know how to avoid smoke and panic.With this in mind,here are a few tips：
①Check the hallway when you arrive.
As soon as you arrive in your room,check the floor plan on the back of the door that shows the location of the fire exits.Go out into the hallway and count the doors to the closest exits so you will be able to find the fire exits in the dark and smoke of a fire.
②Leave your room key where you can find it.
When you go to sleep,leave your room key on the bedside table so you can find it quickly.
③If you hear an alarm,check the door for heat.
If the fire alarm goes off,test the room door with the back of your hand to see if it is hot, which could indicate there is fire in the hallway.
④If the door is not hot,open it.
If the door is not hot,open it cautiously and if you have visibility—at least near the floor—make your way to the nearest exit.
⑤If you leave,take your key but leave your belongings.
If you leave the room,take your room key in case you have to return.Leave your belongings, every second counts.
⑥Stay calm！
If there is smoke in the corridor,stay low.
If there is too much smoke,stay in your room.
If you can't see your way to the exit,put wet towels under the door and call 119 to report your location.Stay near the window but don't open it,and wait for help.
If blocked,return to your room.
If you try to get to the exit but find that it is blocked or the smoke and heat are too much, return to your room,seal the doors with wet towels and fill the tub with water.It is safer to wait inside your room than inside a smoke-filled hallway.
⑦Never use elevator.
Walk down the corridor and find fire exit.Remember,never use the elevator in a fire—the call buttons may take you to a floor filled with smoke or flames.
Notes：
（1）To survive a hotel fire,you must know how to avoid smoke and panic.
要在酒店火灾中幸存下来，你必须知道如何避开烟雾和消除恐慌。
avoid的意思为“避免、避开、躲避、消除”。
e.g.In order to effectively avoid risks,financial futures came into being.
为了有效规避风险，金融期货应运而生。
survive的意思为“幸存、生还、幸免于、比……活得长”。
e.g.He had survived heart bypass surgery.
他在心脏搭桥手术中活了下来。
panic的意思为“恐慌、惊慌”。
e.g.An earthquake has hit the capital,causing damage to buildings and panic among the population.
一场地震袭击了首都，造成建筑物的损坏和人们的惊慌。
（2）Go out into the hallway and count the doors to the closest exits so you will be able to find the fire exits in the dark and smoke of a fire.
走到走廊，数着门到最近的出口，这样，你就能在黑暗和浓烟中找到消防出口。
exit的意思为“出口、通道、退场”。
e.g.He picked up the case and walked toward the exit.
他提起箱子朝出口走去。
count的意思为“数数”。
e.g.He was counting slowly under his breath.
他在低声慢慢地数数。
（3）If the fire alarm goes off,test the room door with the back of your hand to see if it is hot,which could indicate there is fire in the hallway.
如果火警警报器响了，用手背去接触房间的门，看看是否热，从而可以知晓走廊里是否着火。
indicate的意思为“表明”。
e.g.A survey of retired people has indicated that most are independent and enjoying life.
一项对退休人员的调查表明，他们中的大部分人独立而愉快。
（4）If the door is not hot,open it cautiously.
如果门不热，小心地打开它。
cautiously的意思为“慎重地、谨慎地”。
e.g.You cannot approach it cautiously.
你无法谨慎地靠近它。
（5）If there is smoke in the corridor,stay calm.
如果走廊里有烟雾，保持冷静。
corridor的意思为“走廊”。
e.g.There were doors on both sides of the corridor.
走廊的两侧都有门。
（6）If blocked,return to your room.
如果被阻挡，回到你的房间。
block的意思为“堵塞、阻挡”。
e.g.I started to move around him,but he blocked my way.
我开始绕开他走，但他挡着我的路。
（7）Seal the doors with wet towels and fill the tub with water.
用湿毛巾把门封好，把浴缸灌满水。
seal的意思为“密封”。
e.g.He sealed the envelope and put on a stamp.
他封好信封，贴了张邮票。
tub的意思为“浴盆”。
e.g.She lay back in the tub.
她仰靠在浴缸里。
（8）The call buttons may take you to a floor filled with smoke or flames.
（电梯的）按钮可能会把你带到一个充满烟雾或火焰的楼层。
button的意思为“按钮”。
e.g.He reached for the remote control and pressed the“play”button.
他伸手去拿遥控器，按下播放按钮。
Questions：
（1）How many tips are there？
（2）If the door is hot,should people open it？
（3）Could people use elevator during a fire？
Section 5 Simulated Writings
Writing 1
A Notice of Lost and Found
失物招领公告
1.Writing Skills
If the customer has lost his valuable personal items,he could find them by putting on a lost and found notice or asking lost property office.
失物招领的格式如下：
①正文上方正中处写上“Found”（寻物启事写“Lost”）；
②正文开头直接写清拾获物品的时间、具体物品；
③写清领取物品的地点和联系人的联系方式等；
④联系人姓名或部门名称写在正文右下方。
2.A Sample Writing
Found
When I came to the restaurant this morning,I found a cell phone,which is next to me.I was afraid it would be damaged if nobody picked it up.And I stood there for a while seeing no one intended to pick it up.Therefore,I took it to my room.The phone is brand new.
If its owner sees this,please contact me after the school time or just go to my dormitory.My number is 12345678911 and room number is 612.
Lee
March 11,2013
3.Writing Practice
You have found an electronic dictionary and want to return it to its owner.Write a notice of lost and found to clearly state.
Writing 2
Incident or Accident Investigation
事故调查表
1.Writing Skills
为建立有效的事故处理机制，酒店需要对已发生的安全事故所造成的人员伤亡和财产损失进行调查、分析，落实防范措施，并按法律法规要求逐级报告。
撰写事故报告的要点如下：
①事故报告内容应包括事故发生的时间、地点、单位、简要经过、伤亡人数和采取的应急措施等。
②事故发生后，当事人或事故现场有关人员应当直接或逐级报告公司工程安保部。当事人需在3天内填写好“安全生产事故调查表”，并将其交于公司工程安保部。单位负责人接到重伤以上事故报告后，应当立即快速上报主管部门（行政主管部门）、当地安监部门和公安部门等。
③在报告事故的同时，酒店应当按酒店事故应急救援制度开展救援工作，防止事故和事故损失扩大。
④发生火灾事故后，酒店应当立即拨打“119”火警电话报警。发生生产、设备、交通事故或其他事故后，事故现场有关人员应当立即向公司职能部门报告，并尽快通知公司有关领导和其他相关部门。
2.A Sample Writing
Incident or Accident Investigation
续表
3.Writing Practice
For this part you are required to write an investigation according to the following information.
On February 7,2020,John Smith was burnt in Li Jing Hotel at 8:00 a. m. He was asked to fill a form,including age,phone number,address and so on. He is 25 and his phone number is 13912345678. His address is room 401, building No. 1, Lixia district, Nanchong, Sichuan province,China. In the fire,his arm was severely burnt and his wallet,clothes,personal computer and some important documents were burnt as well. He told the manager that the television exploded when he was sleeping. The manager Mr. Black decided to check the facilities regularly and let all of the clerks check fire extinguishers every week.
Section 6 Supplementary Reading
How to Do Basic First Aid?
如何进行基本急救？
Determine Responsiveness
If a person is unconscious,try to rouse them by speaking to them or by tapping at the shoulder.Do not be afraid to speak loudly or even shout.If they do not respond to activity,sound, touch,or other stimulation,determine whether they are breathing.
Check for Breathing
If unconscious and unable to be roused,check for breathing:look for a rise in the chest area;listen to the sound of air coming in and out;feel for air using the side of your face.If no signs of breathing are apparent,place two fingers under the chin and gently guide the face pointing upwards to open up their airways.If any debris such as vomit can be seen,it is appropriate to move them onto their side to allow it to get out,which is achieved with the recovery position.
Check for a Pulse
If the person remains unresponsive,prep for CPR.
Unless you suspect a spinal injury,carefully roll them onto their back and open their airway.If you suspect a spinal injury,leave the person where they are,provided they are breathing.
Keep the Head and Neck Aligned
Open the airway by lifting the chin.
Make Sure the Person Is Warm as You Wait for Medical Help
Drape a towel or a blanket over the person if you have one;if you don't,remove some of your own clothing（such as your coat or jacket）and use it as a cover until medical help arrives.However,if the person has a heatstroke,do not cover him or keep him warm.Instead try to cool him by fanning him and damping him.