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Between April 2008 and March 2009 the number of disruptive behaviour aboard UK aircraft rose to 3,485 from 2,702 the previous year. According to figures, released by the Department for Transport (DfT), 37 per cent of the incidents involved alcohol. In 2008/09, there were 796 reports of passengers arguing with crew, 983 of passengers disobeying crew and 106 of violence directed towards Cabin Crew.
Conflict Management training raises participants' understanding of the background to conflict and disruptive behaviour, and the contribution they can make as it arises in order to move into a positive upward spiral rather than a destructive downward spiral. During the training day using tailored case studies and role-plays participants learn and practice key skills to build their confidence to maintain composure whilst de-escalating passenger conflict.
Unfortunately, the first association with conflict for many people is the draining cycle of destructive conflict. Therefore it is vitally important that cabin crew receive appropriate training on the skills that manage disruptive incidents, with the aim of minimising the impact and maintaining passenger and personal safety.
In brief this 1 day training programme includes:
- Understanding of the State and International law on disruptive passengers.
- Recognition and categorisation of a potentially disruptive situations.
- Understanding and recognition of behavioural markers that indicate escalation.
- Selection and application of intervention techniques enabling de-escalation.
- Maintaining personal and passenger safety.
- How to be proficient in techniques to control a disruptive passenger.
- Understanding of the procedures of handing over a disruptive passenger to the appropriate authorities.
All delegates receive a detailed certificate confirming attendance of this course.
Our instructors are experts in the field of intervention/de-escalation skills and specialise specifically in these areas.
INSTRUCTOR EU-OPS (FORMALLY KNOWN AS JAR-OPS) TRAINING (1 day)
The CST Instructor EU-OPS (formally known as JAR-OPS) course is suitable for both new Instructors and existing Instructors wishing to refresh their current knowledge.
The requirements detailed in EU-OPS (formally known as JAR-OPS) 1 Subpart O - Cabin Crew & Subpart N - Flight Crew are covered.
The course includes:
- The roles and responsibilities of Cabin Crew & Flight Crew.
- In-depth details of the legislative requirements that are covered when carrying out Cabin Crew & Flight Crew training, to ensure that your training meets the requirements of EU-OPS 1.
This course is updated on a regular basis to ensure the many changes in legislation pertaining to training are up to date and achieved.
All delegates receive a detailed certificate confirming attendance of this course.
Our Instructors are experts in the field of Aviation Legislation and specialise specifically in these areas.
