Disruptive Passangers

What is the first point of contact for passengers with complaints or disruptive behavior?

• Passengers

• Ground Crew

• Flight Attendants

• Pilots

What is the key skill to effectively respond to passenger complaints?

• Ignore the passenger

• Raise voice

• Avoid listening

• Demonstrate empathy

What should flight attendants do to de-escalate conflicts?

• Use jargon

• Avoid eye contact

• Maintain composure

• Raise voice

What should flight attendants do if a passenger's behavior persists?

• Ignore the behavior

• Offer rewards

• Follow airline procedures

• Leave the situation

What should flight attendants do to address disruptive passenger behavior?

• Ignore the behavior

• Encourage disruptive behavior

• De-escalate the situation

• Avoid consequences

What should flight attendants do if a situation escalates?

• Leave the scene

• Follow appropriate protocols

• Ignore the situation

• Intervene personally

What should flight attendants do to enforce airline policies?

• Ignore policies

• Avoid documentation

• Be flexible

• Be prepared to enforce policies

What is a key conflict resolution strategy for flight attendants?

• Take sides

• Escalate immediately

• Avoid communication

• Empathize

What should flight attendants do to effectively communicate with passengers?

• Speak slowly

• Avoid eye contact

• Use jargon

• Use unclear language

What is a key takeaway for flight attendants when dealing with challenging situations?

• Avoid communication

• Remain calm

• Ignore crew support

• Panic