Critical skills for cabin crews


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identify communication as the critical skills required for all cabin crews. The presentation reviews the different modes of communication

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Critical skills for cabin crews

  1. 1. CRITICAL SKILLS FOR CABIN CREW Joha Rahman Http://
  2. 2. My Observation  As I was sitting down comfortably, enjoying the golden services in a premier airline, being involved in training and development, I cannot help but watch and analyze, and ask the question, "What are the critical skills required to be a first-class cabin crews".  As I was observing the interactions between crews and passengers, I was convinced that, communication skill is the answer.
  3. 3. The Basic Skills  This the basic skill required for those young girls and guys who aspire to become a cabin crews or flight attendant. If you are one of them, a reading in this subject will benefit you, not only in the career as a cabin crew, but also in your other endeavors.  As a crew , you will be continuously interacting and communicating with the passengers.
  4. 4. Missing the concept of communication  communication is more than what we utter or speak  it is the whole process of sending the messages and what the other person (recipients) perceived.  At all time our words and behavior are being continuously monitored by the customers.  Similarly, if you were being interviewed for the position of a Cabin Crew , you must demonstrate your competency in this area.
  5. 5. Different Types of Communications  Of course there are many classification of communication,  You many simply divide it into Verbal, Nonverbal and Written.  However for our daily dealings with the passengers, the verbal and non-verbal is more critical.
  6. 6. Verbal Communication  Please consider these three items: - tone of our voice - choice of words - timing  Tone of voice: It will be obvious to a passenger, when you sound annoyed or angry, whether you actually are or not is not important, how what is perceived is significant. The passenger will not feel positive towards your and your airline.
  7. 7.  It's also true that the tone of your voice is important although hard for us to gauge it personally. May be you can ask your friend's opinion on how "pleasant" your voice is. May be you try to record it on the tape and listen to it. Try varying your tone and pitch.
  8. 8. CHOICE OF WORDS,  Back in the villages, the term uncles or unties are acceptable and even welcomed. Never use it in flight or interview, use the formal terms... Mister, Madam..Sir.  Do remember that words had the cultural significance. Always show respect and put your passengers in high position and you are there to give the best service.
  9. 9. THE TIMING  THE TIMING is very important. There are time when the passengers just want to be left alone.  The important thing is for you the crew to know when to give the service and when to leave them alone. In an airline, the management had received constant complaints from the passengers, that they were not given time to alone, being awake to be served breakfast or dinner...etc .
  10. 10. Non Verbal Communication  Choice of dress. This is a topic by itself. Please spend time read articles about dress and make- up to get some more detail.  Eye contact. This is another area with cultural implication. The Eastern culture tend to put lower value to this, especially ladies are expected to be modest and not to be looking straight at another man.  Play is by the ear. Different culture is different. your eye contacts show interest. Do not over do it , as you might be accused as rudely staring.
  11. 11. Body Language  Be careful as gestures are interpreted differently with various cultures. You supposed to be professional. Do not lean against the wall or fold your arms. I saw it on a some flight.  To show interest, lean forward, but not too much. If the other person is shorter, bend down so that you are at the same level as the person you are talking to.  Turn your whole body to face the passenger and not just your neck. Your posture is critical as it send different messages to the passengers
  12. 12. The Resource Blog Had work with an international airline for more than 35 years, the last 10 years in Training and development. eMail :