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Preventing and Managing Disruptive Passenger Behaviour

Availability: In stock

This product is not available for online ordering, please contact us about booking or click here to fill out a quick enquiry form.

Quick Overview

Securicare's Preventing & Managing Disruptive Passenger Behaviour Training Programme has been developed over 20 years by working closely with airlines and their safety training teams. Air crews and check-in staff deal with many thousands of people with high expectations week in and week out. Occasionally, as a result of situation and circumstance, some people will engage in disruptive behaviours. This course provides the underpinning knowledge required to prevent incidents developing as well as responding to situations that do occur in a positive, proactive and professional manner.



Airline staff (or staff working within aviation or airport settings) who interact with passengers who may express challenging, angry, threatening or aggressive behaviour.


To develop staff knowledge and confidence, and enable them to prevent, recognise and manage all types of challenging, angry, threatening or aggressive behaviour.


  • The legal context, health and safety law, policies, procedures an guidelines
  • Relevant Air Navigation Orders and the Commanders options
  • What is conflict? What is violence? What is conflict management?
  • Understanding why people become angry, abusive and aggressive
  • Preventative measures: customer service, safety and security procedures
  • Dynamic risk assessment; reducing the risk of conflict, confrontation or violence
  • Understanding and managing the "fight or flight" stress response
  • Developing effective communication skills
  • How to be an assertive communicator
  • Defusing, de-escalating, calming and resolving conflict
  • Post incident procedures, recording and reporting requirements


Formal presentation, group work, practical exercises and discussion.

Learners knowledge is evidenced by verbal or written questioning.

Contact us for more information and to discuss your needs: E: trainers@securicare.com or T: 01904 492442

Additional Information

Product Type Classroom Training

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