Air Cabin Crew Conflict Management Course

The Conflict Management for Cabin Crew Course will provide learners with a good understanding into effectively dealing with conflict resolution when travelling. This course will discuss the key skills and knowledge related to your role as the cabin crew staff, paying attention to conflict resolution, spotting signs of trouble and more.

This course will provide a great insight into your role working within air travel with the use of practical examples throughout the course. Whether working in cabin crew already, you want to get started working in this field, looking for more training, or just interested in this field of study, this course will cover a range of modules and provide multiple examples for assessment.

CONTENT

• Introduction to Conflict Management

– What is conflict?

– The importance of good customer service

– Maintaining passenger safety

Possible Causes of Conflict on a Flight.

– Argumentative passengers

– Drunk and disorderly

– Animals on the plane (dogs and cats)

– Children/babies

Negotiation Techniques

– Understand the different techniques

– Negotiating with problem passengers

– Dealing with hostility

Crisis Conflict Management

– How to deal with anger

– Dealing with violent passengers

– Handing over passengers to the authorities

Conflict and Mediation Training

– Organizing workshops

– How to deal with conflict

– Understanding mediation

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.