M2.2 Les 6

14 juni 2022

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LuchtvaartdienstverleningMBOStudiejaar 2

This lesson contains 28 slides, with text slides and 3 videos.

Lesson duration is: 135 min

Items in this lesson

14 juni 2022

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Theme 3 | De-escalate action with unruly passengers

Types of aggression

To deal with aggression

Notice of Violation

Personal space

Roleplay transfer

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Slide 3 - Video

How do you recognize frustration aggression?

Rambling on instead of listening

Talk faster and louder

Restless movements

Thinking in black and white

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Four tips for frustration aggression

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What would be the biggest challenge for you

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Frustration aggression

Often directed against the airline, the circumstances, procedures or rules;

The aggression is not aimed at the employee himself;

Also known as emotional aggression.

(blz. 33 modulereader)

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Slide 8 - Video

How do you recognize instrumental aggression?

Personal

Intimidating (= frightening)

derogatory (= belittling)

Threatening

Compelling

The goal is to get what the pax want

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Five tips for instrumental aggression

Don't go into battle

Try to make contact

Calming down down

set boundaries

End it

which of the 5 tips is the biggest challenge for you

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Instrumentel agression

Often directed against the person (e.g. PGSA);

Passenger wants to get his way;

Passenger is in control of his emotions;

Also known as targeted aggression.

(blz. 34 en 35 modulereader)

Threaten that if his hand luggage is not allowed in the cabin, he will get you fired

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Unpredictable aggression

Often caused by the use of drugs, alcohol or

medicines;

Not reasonable; there is no normal conversation

feed;

Incoherent story

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Slide 13 - Video

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Verbal aggression: name-calling, blaming, falsely accusing, threatening, insulting, ridiculing

Non-verbal aggression: pinching, hitting, kicking, knocking over, breaking things, spitting, biting

(blz. 33 modulereader)

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Act de-escalating against aggressive passengers

An airline expects you to act professionally:

Keep overview

Stay calm

Adopt a neutral attitude

Take good care of yourself by setting boundaries.

(pag. 34 modulereader)

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Set boundaries: I, I, YOU message

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Notice of violation

Official written warning;

Prevent further escalation;

Intended to alert passenger to possible legal

consequences of his behavior.

In consultation with captain, purser and manager at the

gate decision to take or refuse passenger.

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Personal space research

How big is your personal space?

Where is your boundary with respect to the other?

Do you dare to say something about it?

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Assignment 12:

roleplay transfer

Go to Team's class tile 2LV2;

Choose channel M2.2 GABO;

Go to Files, folder Assignments;

Download assignment 12 ;

Complete the assignment in numbers of 5 in t

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Invullen leerdoelenkaart

Ga voor jezelf na door het invullen van de leerdoelenkaart in
hoeverre je de leerdoelen van Thema 3 hebt bereikt.
Deze leerdoelen zijn een goede weergave wat je moet
kennen voor de eindtoets in week 9!

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Homework

Reflection on role play 'Transfer' in Cum Laude

Read/learn all the material so far

Module reader (except 2.4 Canceled flights);

Book LVD K2 (see which pages are referenced in

module reader);

Assignments in Cum Laude;

Assignments in book LVD K2 (digital homework environment).

Progamma les 7:
Kahoot quiz
Doorlopen modulereader
Laatste mogelijkheid om vragen te stellen
Afronden rollenspel Denied boarding -
overboeking

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