Dealing With Aggressive Situations

Passenger services · Communication · Blended · Certificate: Aviato Academy

Target Audience

All staff dealing with passengers or customers.

Objectives

Airports and aircraft can be stressful environments for passengers and customers. It is therefore important that all staff who deal with passengers or customers learn how to deal with aggressive passengers and difficult situations. That is the objective of this blended learning course, offering a combination of e-learning and interactive classroom training. We ask participants to complete an e-learning course before attending classroom training. Besides offering insight, the classroom training will also give you the opportunity to engage in roleplay with a professional actor. They will simulate the situations you might encounter at check-in, at boarding gates or as a cabin crew member. You will subsequently learn how to apply 3 basic strategies to help you to cope with unruly passengers.

Course content

• Module 1 : What is and what leads to aggression
• Module 2 : Non verbal signs of aggression
• Module 3 : 3 basic strategies to help you cope with aggressive passengers & difficult situations
• Module 4 : Quiz