M2.2 Les 6

• Luchtvaartdienstverlening
• MBO
• Studiejaar 2

 14 juni 2022

Theme 3 | De-escalate action with unruly passengers

Types of aggression

To deal with aggression

Notice of Violation

Personal space

Roleplay transfer

How do you recognize frustration aggression?

Rambling on instead of listening

Talk faster and louder

Restless movements

Thinking in black and white

Four tips for frustration aggression

What would be the biggest challenge for you

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)

How do you recognize instrumental aggression?

Personal

Intimidating (= frightening)

derogatory (= belittling)

Threatening

Compelling

The goal is to get what the pax want

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

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

Unpredictable aggression

Often caused by the use of drugs, alcohol or

  medicines;

Not reasonable; there is no normal conversation

  feed;

Incoherent story

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)

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)

Set boundaries: I, I, YOU message

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.

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?

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

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!

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
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