CRITICAL SKILLS FOR CABIN

CREW

Joha Rahman

Http://new-airhostess.blogspot.com
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.
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.
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.
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.
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.
 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.
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.
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 .
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.
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
 The Resource

Blog
http://new-airhostess.blogspot.com/

Had work with an international airline for more than 35 years,

the last 10 years in Training and development.
eMail : mktg@joharahman.com