PASSENGER HANDLE AND CONTROL Flashcards
2 powers of passenger control
psychological - most effective
positive position of power
pax expect you to be in control
confidence- can build your knowing of procedures and effectively execute them
conflict resolution skills
never get personal
use i not u language
find the cause of the problem
acknowledge the problem
be calm and confident
list and ask questions
summerise
act on a solution
unruly or disruptive pax signs
aggresive and agitated
argumentative
violent to the extent of damage
defiant
refuse to follow directs
affected mobility of speech
active listening and communication skills
set the contect- tell them why
ask- to comply and express your request firmly
provide options- giving them a choice
confirmation- confirming the choice
act- upon what has been agreed on
report- once the situation has been resolved report
three v
visual body language 55%
vocal tone and pitch 38%
verbal words 7%
hijacking defintion
in a situation where any person unlawfully by force or threat tries to control aircraft
exit row eligibility
seating of infants
170 ANY SIDE
190 MUST BE SEATED RHS 3 DROP DOWN
handling special needs
CC will advise ABA which exit to usr and how to handle the pax
if non-ambulatory pax requires assistance during an emergency
assist animal procedure
Restrained at all times in an absorbent, Matt must be seated in 5A 5F on the 190.
On the 170 2A 2F
Board first disembark last, and if required, complete, special news briefing
Pax not accepted for travel
intoxicated
violent
no boarding pass
irrational behaviour
NOTIFY PIC TO ASSESS
transit stop procedure
may leave aircraft if there a no pax
conduct serviceability check
extended transit, cannot leave aircraft
CC incap procedure
secure the cc into pax seat
administer first aid
pic must be notified
cc 2 station unoccupied for approach, landing and taxi
fO will diarm the doors
2 types of bomb threats
hoax
threat
