IAS M3.1 theme 2

  • 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"

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Slide 1: Tekstslide
EngelsMBOStudiejaar 1

In deze les zitten 26 slides, met interactieve quizzen, tekstslides en 5 videos.

time-iconLesduur is: 10 min

Onderdelen in deze les

  • 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"

Slide 1 - Tekstslide

at the end of class, you can:

Slide 2 - Tekstslide

Pre flight checklist
What examples do you know?

Slide 3 - Open vraag

Slide 4 - Tekstslide

Security check
What is a security check?

Slide 5 - Open vraag

What do you check?
(security check)

Slide 6 - Open vraag

Slide 7 - Video

  • 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

Slide 8 - Tekstslide

  • the first and last luggage bin usually stows equipment
  • hierin bevindt zich meestal alleen catering equipment

Slide 9 - Tekstslide

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

Slide 10 - Tekstslide

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

Slide 11 - Tekstslide

Which suspicious items would you check
in the cabin?

Slide 12 - Woordweb

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?

Slide 13 - Tekstslide

Slide 14 - Video

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

Slide 15 - Tekstslide

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 

Slide 16 - Tekstslide

Reflection on your Roleplay:
  1. What was your case?
  2. What did you do?
  3. What went well?

Slide 17 - Tekstslide

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.

Slide 18 - Tekstslide

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. 

Slide 19 - Tekstslide

Slide 20 - Video

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.  

Slide 21 - Tekstslide

 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?

Slide 22 - Tekstslide

Slide 23 - Video

What did the steward NOT do?

Slide 24 - Tekstslide

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

Slide 25 - Tekstslide

Slide 26 - Video