IAS M3.1 theme 2

• Engels
• MBO
• Studiejaar 1

• Theme 2:  On your way to the airplane, "welcome on board"!

• Chapter 1: safety & security checks 
• Roleplay "safety equipment"

• Chapter 2: Top service & hospitality
• Roleplay "first impression"

at the end of class, you can:

Pre flight checklist
What examples do you know?

Security check
What is a security check?

What do you check?
(security check)

• doghouse: usually behind a row of seats.

• coatroom: to hang coats and stow safety equipment

• hier kun je jassen ophangen, maar ligt ook vaak equipment

• the first and last luggage bin usually stows equipment

• hierin bevindt zich meestal alleen catering equipment

• at your crew seat, you can find most of your equipment!

security check

• After the flight safety check, you do your security check
• Before passengers board
• After passengers disembark

Which suspicious items would you check
in the cabin?

Catering check

• Are there enough meals and the right meals?
• Does it look good?
• Do you have all your SPML's?
  
• No empty " trolley positions? 
• Look at the video: where do the meals come from?

So.... 3 checks:

1. the flight safety check (equipment)
2. the security check (suspicious items)
3. the catering check (enough meals) 

Roleplay: Safety material, what's it for?

• we gaan een kort rollenspel spelen in de mock-up
• houd rekening met de klas in het lokaal ernaast
• vorm 2-tallen
• ga voorzichtig om met de materialen
• probeer het rollenspel zo echt mogelijk na te spelen
• reflecteer erna even kort op jouw rollenspel 

Reflection on your Roleplay:

1. What was your case?
2. What did you do?
3. What went well?

Topservice and hospitality

• eerste indruk en welkom heten:
• binnen een paar seconden heeft iemand een oordeel over je..
• hoe je het beleeft, is hoe je het onthoudt!
• die eerste indruk kun je niet meer over doen
• hoe zorg je nu voor die goede eerste indruk?
• kijk vrolijk (maar wel oprecht), zorg voor een positieve uitstraling, wees benaderbaar voor vragen, stel je open voor je passagier.

Introduction

After all these checks, the passengers finally embark! Because the flight is to Tokyo, you also have a lot of Japanese passengers on board!. Super fun. You've read upon the Japanese culture, you've learned some words and who knows, this may come in handy. You also quickly realise that these Japanese passengers are well-behaved, and quietly queue up until they reach their seats. You quickly recognise a few loud passengers as Dutch. 

Roleplay (page 32)

• Goal: you show how you have mastered the role of host/ess.
• First, come up with a list of at least 4 aspects you use as a CAto give a 'welcoming' impression. 

• What are you going to do? 
• Pay attention to your verbal and non verbal expression. Leave a positive expression to your guest and try to change their possible negative mood in a positive one.  

 Top Service

• You know now what hospitality is and how important a "first impression"  is. 
• Sometimes you just want to give just a little bit more service than a passenger expects. Than we tal about "top service".
• Which skills or competences do you nead to give top service?
• Who can name an example of real  top service?

What did the steward NOT do?

Read page 34/35

Empathy in practice:

What does this teach about yourself. Do you consider yourself 

empathetic or not?

How empathetic do you think your classmate is?

The more empathetic the best change to get along with your passengers and thus provide good service