Unit 11 lesson 1

• Luchtvaart
• MBO
• Studiejaar 3

Unit 11 

Conflict management

P1 Discuss and describe types of conflict situations that can occur in the aviation industry

Understanding Different Types of Conflict Situations in Aviation

Overview: This presentation will explore three primary types of conflict  in aviation:

• Disagreement
• Verbal Abuse
• Physical Attacks

Objective: Provide examples from aviation and discuss outcomes of a group in a brainstorm session.

Example of verbal abuse

Definition: A situation where one party uses harsh or insulting language, often to express frustration or assert dominance.

 Example 1:

Passenger vs. Flight Attendant: A passenger verbally abuses a flight attendant over delayed food service.

Outcome: The flight attendant remains calm, and the issue is addressed by the cabin crew leader

Example of a disagreement

Disagreement

Definition: A conflict where two or more parties have differing opinions or viewpoints, but the situation doesn’t escalate into verbal abuse or physical attacks.

Aviation Example 1:

Crew Members: Disagreement on cabin service procedures during a high-demand flight.

Outcome: Supervisor intervention and a team discussion lead to better cooperation.

Example Physical attacks

 Definition: A situation where one party physically harms another, potentially causing injury or distress.

Aviation Example:

Passenger vs. Flight Attendant: A passenger becomes violent when asked to comply with seatbelt regulations.

Outcome: Security is called to handle the passenger, and the flight continues after de-escalation.

Crew Member vs. Crew Member: A physical altercation between two flight crew members over a miscommunication during an emergency drill.

Outcome: The incident is investigated, and both parties receive counseling and retraining.

What conflict situations
could occur on an
aircraft?

P2 Write a review

Write a review in which you talk about the causes of conflict and give examples of why these causes may lead to conflict situations and give examples.

Unit Content:

Causes of conflict, for example:

• alcohol
  
• smoking restrictions
  
• cancelled or delayed flights
  
• missed connections and departures
  
• poor communication
  
• lost baggage
  
• fatigue
  
• deficiency of services and facilities
  
• poor customer service

P3 Watch the movie and describe

 from EASA, describe the passenger types mentioned in this movie and link the signs of possible conflict these passengers exhibit.

Unit Content:

Signs of possible conflict, including:

• irrational behavior
  
• excessive drinking
  
• raised voices
  
• negative body language
  
• agitation, e.g. perspiration, facial expression

P4: Describe resolution techniques used to deal with the early signs of aviation conflict situations

You followed the training: how to deal with aggression on board an airplane. 

Describe the different types of aggression and explain how to deal with aggression in such cases, making use of the unit content.

Unit Content:

Resolution techniques, including:

• reasoning
  
• reassurance
  
• empathy
  
• open body language