Have a go at having a passenger arrested for taking a swing at you. Then
off to court you have to go and explain it to the magistrate, (aggravated
assault). Then explain to the company how come the passenger isnt going to
fly with the airline anymore, plus why the passenger's 50 or so employees
won't be flying with the airline anymore. Then you may be told that this is
the `second time this month a passenger has put in a complaint about you' -
maybe you need more training in `customer service skills'.
And the final outRAGE, you have to go to the company psych for debriefing
and some practice in conflict management skills since you obviously were not
listening when the airline paid for psychs to train you in managing these
situations.
Just joking guys and gals! Lots of `smilies'.
For something (hopefully) a little more sensible please read on:
Seriously, there is lots of good work being done in this area at the moment
and its going to take sometime before some of the strategies become part of
the airline culture If you use Dr Reason's model for examining some of
these incidents it helps you to stand back a little and look with less emotion.
While we are looking at the `who's right and who's wrong' we are
oversimplifying what is a very complex issue for the industry.
I understand there is an organisation in Australia representing passengers
that intends to look at this problem from their point of view as a result of
complaints by the travelling public, mainly about the `attitude' of the F/As
and poor service generally by some of the airlines.
This may be an opportunity for public input and hopefully will widen the
debate. The problem wont be solved by industry input only ie. training
courses in conflict and self defence courses for F/As. This is far to
narrow a definition of the problem. (It will be interesting for those of
the group who want to pick up on the Culture theme as its a large part of
the problem).
If anyone wants more info e mail me direct or the Cabin Safety Working
Group, Australian Society Aviation Safety Investigators web site.
Cheers Kerry
>Gerry--
>
>Yes indeed. I would like to have some rage training. I feel I have personally
>been lacking in that area for a long time and I won't be happy until I can
>make a pax really angry and maybe take a swing at me on a regular basis. Then
>I will have the poor guy arrested. That will be the last time he ever thinks
>about asking for two bags of peanuts again from the FAs who are busy with the
>non-revs. I hate those type of me-me-me passengers -- I wish they would go
>somewhere else, and take their crying kids with them. ;-> (I am kidding...!!!)
>
>Seriously, you are right Gerry.
>
>Thanks, Brian.
>
>Gerry Joering wrote:
>>
>> Every airline has had some incident gone bad. If you are doing joint
>> training with pilots and flight attendants these incidents provide a
>> fertile ground to till. The discussions that result reveal some strongly
>> held opinions in each group about issues like "support", "FAR's",
>> "procedures", "apologies", etc. This is topic that really gets people
>> going.
>>
>> Gerry
>
>--
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