Passengers in an aircraft do get angry at the least provocation. In the Indian context, the Indian passengers have a mentality that when they buy an airline ticket they think that they have purchased the crew along with the ticket and their behavior inside the aircraft turns very ugly and many a times very nasty. This presentation will help the cabin crew in the Indian aviation scene,immensely.
In 1994, the University of Texas Human Research Project and Delta Airline developed the Line Operations Safety Audit (LOSA) program. With time, the LOSA program evolved into what is now known as Threat and Error Management (TEM).
The TEM framework is an applied concept which emerged from the observations and surveys of actual flight operations. It considers the various issues that a flight crew may encounter as a result of internal and external factors.
This model explores the contributing factors of the threat to aviation safety and, in turn, allows for the unearthing of ways to mitigate them and maintain proper safety margins. Now recognized and adopted across continents, the TEM framework aims to educate flight personnel on managing threats and errors before they degenerate into serious incidents or accidents. It is important to note that TEM is also applicable to maintenance operations, cabin crew, and air traffic control.
the personal attributes required by the cabin crew to carry out their role and responsibilities effectively. This gives us an idea about qualities of Cabin Crew, for what an Airline looking for in a Crew, Service, and role.
In 1994, the University of Texas Human Research Project and Delta Airline developed the Line Operations Safety Audit (LOSA) program. With time, the LOSA program evolved into what is now known as Threat and Error Management (TEM).
The TEM framework is an applied concept which emerged from the observations and surveys of actual flight operations. It considers the various issues that a flight crew may encounter as a result of internal and external factors.
This model explores the contributing factors of the threat to aviation safety and, in turn, allows for the unearthing of ways to mitigate them and maintain proper safety margins. Now recognized and adopted across continents, the TEM framework aims to educate flight personnel on managing threats and errors before they degenerate into serious incidents or accidents. It is important to note that TEM is also applicable to maintenance operations, cabin crew, and air traffic control.
the personal attributes required by the cabin crew to carry out their role and responsibilities effectively. This gives us an idea about qualities of Cabin Crew, for what an Airline looking for in a Crew, Service, and role.
Aircraft ground handling is the servicing of an aircraft while it is on the ground and (usually) parked at a terminal gate of an airport.
This presentation talks about various things involved in Aircraft Ground Handling process.
We have all seen them! Those people standing in front of an airplane, making gestures to guide the aircraft into a stand.Who is allowed to do this and what do these hand signals mean?
Duties and Responsibilities
Our prime responsibility is to make every departure safe and on time, while adhering to strict safety principles and quality policies, guaranteed by our DGCA certification.
• Calculates weight and balance sheet for all flights;
• Prepares loading instructions in accordance with aircraft requirement;
• Ensures proper Dangerous Goods segregation and quantity limits on aircraft;
• Produces load and trim sheets for each departing aircraft;
• Advises online stations about the load carried on aircraft;
• Keeps record of flight documentation for outgoing and incoming flights
• Alerts outstations about expected delays if any;
• Liaises with passenger handling Duty Manager, Cargo, Dispatch, Ground handling, Pilot in Command, and Engineers on matters related to aircraft loading and dispatching a flight;
• Makes sure all movements, LDM and SOM are sent timely with accurate information.
• Coordinates with other airlines and other RwandAir sections in regard to aircraft loading and turn around
• Ensures on time performance by the load sheet delivery on time
• Reports hazards and incidents in Q-pulse
• Any other duties as may be assigned by the duty Manager
Human Factors affecting performance in Aviation. Covers the factors which affect human performance, the causes and consequences, and how to combat factors. Also covers how factors propagate into accidents,
Aircraft ground handling is the servicing of an aircraft while it is on the ground and (usually) parked at a terminal gate of an airport.
This presentation talks about various things involved in Aircraft Ground Handling process.
We have all seen them! Those people standing in front of an airplane, making gestures to guide the aircraft into a stand.Who is allowed to do this and what do these hand signals mean?
Duties and Responsibilities
Our prime responsibility is to make every departure safe and on time, while adhering to strict safety principles and quality policies, guaranteed by our DGCA certification.
• Calculates weight and balance sheet for all flights;
• Prepares loading instructions in accordance with aircraft requirement;
• Ensures proper Dangerous Goods segregation and quantity limits on aircraft;
• Produces load and trim sheets for each departing aircraft;
• Advises online stations about the load carried on aircraft;
• Keeps record of flight documentation for outgoing and incoming flights
• Alerts outstations about expected delays if any;
• Liaises with passenger handling Duty Manager, Cargo, Dispatch, Ground handling, Pilot in Command, and Engineers on matters related to aircraft loading and dispatching a flight;
• Makes sure all movements, LDM and SOM are sent timely with accurate information.
• Coordinates with other airlines and other RwandAir sections in regard to aircraft loading and turn around
• Ensures on time performance by the load sheet delivery on time
• Reports hazards and incidents in Q-pulse
• Any other duties as may be assigned by the duty Manager
Human Factors affecting performance in Aviation. Covers the factors which affect human performance, the causes and consequences, and how to combat factors. Also covers how factors propagate into accidents,
Have you heard of the word Body English? I remember one basketball game when the sportscaster said, “Air Jordan used a little Body English to coax that ball into the hoop, as he released the free throw”. ... It is like a mirror that tells us what the other person thinks and feels in response to our words or actions.
This is a general overview of intercultural communication that helps to unveil the different aspects, background and skills to communicate effectively with different cultures
MGT 309Speech Planning DocumentAdapted from Business S.docxannandleola
MGT 309
Speech Planning Document
Adapted from Business Scenarios & UNCG Speaking Center
Introduction
In a way that connects to your audience, speak your purpose & how this topic connects to them.
· Intro Self
· Hook/First Sentence
· Focus and 3 main points/preview (matches the three below)
transition
Body
Detail the contents with stories and appropriate tone.
Sub-Point 1:
Sub-Point 2:
Sub-Point 3:
transition
transition
transition
Closing
Leave the audience with a good feeling.
· Summary
· Positive thought or call to action
Performance improvement behavior:
How to Reduce Your Public Speaking Anxiety
Anxiety will interfere with your ability to be comfortable, confidence and charismatic, and often times it comes from our threat of perceive social rejection. We are fearful that if someone knows us that they will reject us. Furthermore, we don’t want another to think of us as stupid. This self-defeating thinking get is our way and shows up in the body. The following is a list to help you think and reduce your anxiety so you can enjoy presenting.
1. Re-frame the experience. Do NOT dwell in the uncertainty, but instead focus your mind on the phrase “It’s just a conversation.” Whether it’s a conversation of one-on-one or one-to-many, it’s still simply a conversation. Think that way.
2. You believe you more than anyone else in the world; therefore you must control the brain messages (thoughts) that are self-defeating. You are not an idiot, You are in fact a beautiful wonderful person. Be sure to tell yourself that you are worthy and competent.
3. Be careful of the ‘imposter syndrome.’ The thoughts say tell you that you don’t have anything of value to offer – that you do not belong in this situation. By being in the situation, you have something to offer.
4. Manage your body. When our threat response is activated, our biology is to funnel energy to prepare us to fight or flight. Therefore energy goes out of our brains and into our arms and legs. This is biology. To quiet the threat response, breathe deep and tell yourself that you are safe, that you are prepared, that you are worthy, and that the audience is for you. Additionally, know that the threat response is often at its height at the beginning of the talk; therefore, plan an audience activity in the beginning to give yourself a moments break, or perhaps take a sip of water. Just a little moment will help.
5. Prepare more information that you need. In the moment of execution, you will forget to say some information and other information. No worries. Nobody but you knows of your change. Enjoy it. Don’t be thrown-off by the change. Go with the flow.
6. Practice. Practice. Practice. Your brain has difficulty distinguishing imagination and reality. Use this strategy to make the uncertain certain. It will reduce your anxiety.
7. When you practice, spend more time on the introduction. Polish it to perfection and you’ll feel ...
Mental Health is a tsunami that’s coming. Life has acquired a unique complexity of late and this state of affairs is sure to impact people’s mental health. Workplaces must stay on top of this. If they don’t, they risk becoming irrelevant to their workforce and to their market. There’s a high price to be paid when people’s mental health is not cared for. Is your organisation ready? Check it out here…
INFORMING OTHERS OF YOUR HEARING LOSS
SPEECHREADING
STRATEGIES TO IMPROVE COMMUNICATION
APPROACHES TO COMMUNICATION
HEARING PROTECTION DEVICES
ASSISTIVE LISTENING DEVICES
Conflict is Human Nature and since society, organizations and associations involves more than one individual, conflict is bound to happen and in most cases subconsciously individuals adjust, tune, and adapt to accommodate other’s point of view to reduce the conflict. This is Conflict Management which is a integral process and takes place without even us knowing about it.
There is nothing much to say about meditation. This is the oldest practise by virtue of which one can control ones mind and the mind becomes the strongest tool for tackling any challenges that life may throw at us. Meditation is the tool described in the vedic scriptures and today it is accepted world wide as a potent and effective therapy.
Positive Thinking is about training the subconscious mind to deal with all the negativity that is around us. Our day to day performance depends greatly on how we perceive our environment and how positive are we in executing the job at hand. Our mental attitude delivers the desired result and even if the desired results do not come in our path our attitude to strive again and harder makes the result come our way. positive thinking is one step ahead in spirituality
This is the most comprehensive presentation on time management. We all know that how important is it to manage time because of the multi tasking that is done by all of us to make ends meet. This presentation will be of great help to all those who are willing to adopt the positive methods discussed there in.
This presentation has been developed by Amlan Roychowdhury. This is an important tool for HR personnel who are associated with IT enabled Industry like the BPOs. This presentation deals with awys and means to reduce attrition which is the highest among any other IT enabled industry.
Certain things or events, happens, that gets ingrained in the memory of not one person but of the whole race or population and then that information is passed on from one generation to the other thus becoming a legend. One such event was the great flood which got ingrained in the memory of humanity in a large scale as is evident from various legends not only from India but also from different parts of the world. The legend of the flood is one such memory of the humanity that is there in the legends of many tribes and civilizations, present and past, from Celtic in the north to India and also mentioned in the old testament. The mention of the great flood in also there in the Vedas
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
Dr. Sean Tan, Head of Data Science, Changi Airport Group
Discover how Changi Airport Group (CAG) leverages graph technologies and generative AI to revolutionize their search capabilities. This session delves into the unique search needs of CAG’s diverse passengers and customers, showcasing how graph data structures enhance the accuracy and relevance of AI-generated search results, mitigating the risk of “hallucinations” and improving the overall customer journey.
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
Communications Mining Series - Zero to Hero - Session 1DianaGray10
This session provides introduction to UiPath Communication Mining, importance and platform overview. You will acquire a good understand of the phases in Communication Mining as we go over the platform with you. Topics covered:
• Communication Mining Overview
• Why is it important?
• How can it help today’s business and the benefits
• Phases in Communication Mining
• Demo on Platform overview
• Q/A
Climate Impact of Software Testing at Nordic Testing DaysKari Kakkonen
My slides at Nordic Testing Days 6.6.2024
Climate impact / sustainability of software testing discussed on the talk. ICT and testing must carry their part of global responsibility to help with the climat warming. We can minimize the carbon footprint but we can also have a carbon handprint, a positive impact on the climate. Quality characteristics can be added with sustainability, and then measured continuously. Test environments can be used less, and in smaller scale and on demand. Test techniques can be used in optimizing or minimizing number of tests. Test automation can be used to speed up testing.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
PHP Frameworks: I want to break free (IPC Berlin 2024)
How to handle angry passengers
1. HOW TO HANDLE ANGRY PASSENGERS AMLAN ROY CHOWDHURY *Image viaBing
2. Passengers – a diverse mixture As a member of cabin crew on a commercial airline you will come across a large mix of people from all backgrounds and cultures. Although there are many stereotypes in society, it may be useful to be aware of them for quick and efficient handling of passengers.
3. A stereotype is a cultural and social expectation that may not be wholly true and accurate but exists in society and we cannot avoid them. Would you provide the same service to an elderly man the same way you would treat a 20 year old man heading on holiday? What language and service would you provide someone with full religious garb, or a pregnant woman finding it difficult to enjoy the flight? Or simply, how would you treat an angry passenger compared to a co-operative and peaceful passenger?
5. Describing appearance and emotions It is useful to ask yourself questions when you have to deal with a problem passenger and keep in mind these questions need to be answered within a few seconds: - Who are they? Why do you think they are complaining or not co-operating? How will you resolve the situation? What language will you use?
6. Title . It is advisable to not use overly direct and plain language. e.g. a passenger is complaining about their meal, and evaluating the situation consider your language. 1. Politeness and consideration *Image viaBing
7. This can also be reinforced by modal verbs that are not strong but still project advice, suggestion and recommendation. For example: -Sir, you may like to try this meal instead.Madam, would you like to try this option?You could try this meal instead, sir.Escalated problems, in other words situations you probably cannot handle on your own need to be directed to your senior colleague.
8. COMMUNICATION WITH YOUR SENIORSUse of adjectives and nouns e.g. angry passengerKeep it simple and use the present simple or progressive tenses e.g. he is not moving from his seat.Using stronger tone and stress will show your Senior the situation is more important compared to if you use a lighter tone. His reaction will greatly depend on how YOU project Think of the importance of the problem.
10. Context. What type of passengers? Predict. What could be potential problems?Communicate. What language will you use?This picture shows a group of young travelers, maybe college students heading for college tour. There is a possibility they may be noisy and even over-bearing towards other passengers.
12. Context. What type of passengers? Predict. What could be potential problems? Communicate. What language will you use?Looking at the body language and gesturing of the male passenger there could be a problem with his meal. Did he order it? Is there a problem with what is on the plate? Also consider his age and background.
14. Context. What type of passengers? Predict. What could be potential problems? Communicate. What language will you use?A number of situations could be predicated here, from complaining to even an argument between passengers. How would you handle the situation, would you need more help from a supervisor?
15. MENTAL CHECKLIST*Be aware of your passengers and who they are*Ask yourself a series of questions to evaluate the situation*What could happen next, will you need a supervisor? How would you speak to the supervisor, how would you describe the passenger?
16. THE IMPORTANT FIVE*Assertive Communication/ Behavior*Active Listening Skills*Disability Awareness*“Person-First” Language*Managing Anger
17. *ASSERTIVE COMMUNICATION AND BEHAVIOUR *The language of assertive communication begins with the use of “I” statements. **Assertive behavior is not aggressive behavior. ***It avoids the use of “you” statements.
18. Suppose you have an obstinate passenger who refuses to fasten his/her seat belt.Possible response, that will elicit a desired behavior: “Sir/Madam It is mandatory that all passengers must wear the seat belt". This is also for your own safety**Don’t let a passenger’s bad attitude rub off on you.**Be prepared to face difficult.
19. ACTIVE LISTENING Listening is perhaps the most needed and often the least practiced communication skill. Active listening includes skills that convey recognition of the other person’s situation and feelings. In order to do this, Cabin Crew needs to listen to and understand the true meaning of what passengers are saying, not just hearing their words.
20. TECHNIQUES OF ACTIVE LISTNING Paraphrase or restate in your words what you heard. Ask clarifying questions. Make eye contact with the passenger. Use nonverbal cues such as nodding and facial expressions.
21. Disability Awareness Another strategy for effectively managing potentially difficult situations is that the crew should be sensitive and responsive to passengers with disabilities. Crew who are sensitive and understanding of the needs of passengers with disabilities are better prepared to head-off potentially difficult situations. The goal here is to…………………… treat others as you wish to be treated.
22. Person-First Language Person-first language refers to the individual with a disability before referring to their disability. Using terms such as “handicapped” or “wheelchair bound” dehumanizes the individual and tends to categorize him/her on the basis of disability.
23. Saying “individual with a disability” or “person in a wheelchair” not only acknowledges the person, it also dispels the notion that the person is “bound” to a wheelchair. Wheelchairs are liberating, not confining!
24. Managing Anger THE MOST IMPORTANT ATTRIBUTE OF CABIN CREW
25. Anger is a response to an event overwhich the individual may or may nothave control. The anger may be driven by events completely unrelated tothe present event.
26. Every individual has an “angerthreshold.” A situation that makesone person’s behavior explode mayonly elicit a sigh from someone else.The goal of a successful Cabin Crew is to manage the issue and diffuse the passenger’s anger.
27. Causes of passenger Anger Delay in departure/arrival Unprofessional handling of passenger at check in. IFE not functioning. PTVs not working. Misinformation to passengers. Mishandling of Passengers on arrival. Passenger not getting what he asked for. Vegetarian meal not given. Passenger Call not attended. Amenities not available.
28. PROPER COMMUNICATION …… Eg. Let’s suppose you are running 2 hrs late because another passenger was ill and you had to go back to the gate, call for medical assistance and then offload the passenger. The other passengers on board are annoyed, but understanding of the circumstances; However, when you arrive at your next stop, the individual boarding is furious. Which crew response will diffuse the boarding passenger’s anger?
29. 1) “Hey man, we had a passengerwho was ill and we had to go back to the gate and then off load the passenger. just chill-out man!”2) “I can understand your feelingsand you have every right to be upset.I apologize that we’re running solate. We had a passenger who was illand we had to go back to the gate and then offload the passenger.
30. Techniques that make a passenger feel heard and help diffuse his anger. General demeanor—calm, listening, non-threatening, understanding of issue; Tone of voice—keep voice low and steady; speak slowly, and paraphrase, identify with the passenger’s feelings; Language—use “I” statements such as, “I can see that you are very upset about.....” ; con’t
31. Techniques that make a passenger feel heard and help diffuse his anger. Body language—maintain eye contact, nod agreement, hands quiet; Maintain personal control—if the Cabin Crew loses his/her temper, nobody benefits and it will escalate tension. Neither the Cabin Crew nor other passengers should put up with verbal abuse, profanity or threatening behavior. However, it is still important to remain calm.
32. VERY IMPORTANT If a Cabin Crew feels that a passenger poses a danger, he/she needs to call immediately for help from seniors. All incidents should be documented in accordance with the airlines policy.
34. STRATEGY………………1 If someone is angry, let them sound off and calm down before you try to deal with the situation. Unless they get really abusive or threaten you, it's best to let them get it off their chest. Once they have run out of steam, it's much easier to handle things.Don't try to interrupt them and certainly don't say " I think you should calm down " as this is like throwing petrol on a smoldering fire.
35. STRATEGY……………2 In the face of anger, your " fight or flight " responses will kick in. In other words, you will feel the urge either to become aggressive yourself or to run away. Try not to shout back or to burst into tears. Stay calm, count to 10 ( or 20 ), take deep breaths and stay in control.
36. STRATEGY…………..3 Maintain neutral but assertive body language. What one earth does that mean? Well, it sounded impressive. It means, don't avoid eye contact and look down at the floor and don't shrink physically. But don't take an aggressive stance either, just sit or stand up straight, keep eye contact and try to look calm and attentive.
37. STRATEGY……………..4 Listen carefully and try to really understand what is causing the problem. As they calm down and you can have more of a dialogue with them, start to ask questions to get specifics about what is wrong. Show them you are interested in getting to the root of the matter, not avoiding it.
38. STRATEGY……………5 Acknowledge their right to be angry if they have a point. For example, if you have made a mistake or failed to complete something by a deadline, own up to it and don't make excuses. If they have been left in a difficult position, tell them you can see why they are annoyed or frustrated and that you are eager to help them put things right.Don't say " I understand how you feel " because people often react to that by saying " I don't think you do ".Instead, say something like " I can see why this is frustrating for you. "
39. STRATEGY………………6 If something has gone wrong, make suggestions about how to fix it. Don't get bogged down in how it went wrong, be positive about how you are going to make it better. Show that you are taking them seriously and say " This is what I'm going to do to deal with this."
40. STRATEGY……………..7 Don't take it personally ( unless it is, of course) Usually, if a client gets annoyed, it's not personal, it's because something has gone wrong and they are in a difficult position. That may or may not be your fault. Don't take it as a personal attack. Deal with the situation, not the person.
41. STRATEGY……………….8 Remember that the way you deal with a mistake can lead to someone becoming a committed client or PASSENGER of yours. We've all had problems with suppliers or service providers and the way they have handled the problems has determined whether we stayed with them or not. Where someone takes your complaint seriously and deals with it quickly and courteously, you are probably even more likely to stay with them than if the problem hadn't arisen in the first place.
42. THANKYOU AND HAVE A SAFE FLIGHTPRESENTATION BY: AMLAN ROY CHOWDHURY *Image viaBing