Onboard Conflict Management Training
Dealing with emergency situations and conflicts on board, such as situations involving passengers who are intoxicated and display aggressive behaviour. The aim of this training is to equip cabin crew with the necessary skills and strategies to manage such situations effectively and safely, and to ensure the safety and well-being of all passengers on board.
Program Includes:
Recognizing conflict signals
Participants learn how to recognize early signals of conflict, such as increased tension between passengers, verbal confrontations or restless behavior.
De-escalation techniques
Participants are trained in de-escalation techniques to calm situations and prevent conflicts from escalating into violent situations. This includes maintaining calm, showing empathy, setting boundaries, and using non-verbal communication to influence the situation.
Communication skills
Participants learn effective communication skills that can help in dealing with conflict situations. This includes using clear and respectful language, actively listening to passengers’ concerns and managing emotional reactions.
Collaboration with colleagues
The training includes practical exercises and role-playing games where participants can experience realistic conflict situations and put into practice the techniques they have learned. This provides an opportunity to practice skills with professional actors and under the guidance of professional trainers.
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