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Preventing and Managing Disruptive Passenger Behaviour (Online)

Availability: In stock

£9.50

Quick Overview

A short online course giving cabin crews all the knowledge they need to effectively prevent and manage the risk of disruptive passenger behaviour. Ideal as a short introduction or for refresher purposes.
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Details

WHO IS THE COURSE DESIGNED FOR?

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

COURSE AIMS

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

LEARNING OUTCOMES

  • 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

ASSESSMENT

Candidates’ knowledge is assessed using a multiple-choice test, which is designed to ensure that the course text must be read and absorbed.

PRICING

1-4 units 5-10 units 11-20 units 20 + units
 £9.50 each  £5.95 each  £3.95 each  Price on application

 

BUYING MULTIPLE LICENCES FOR STAFF?

You will need to provide an email address for each person at checkout. If this is an issue, or you want to use just one central admin e-mail contact us on 01904 492442 or at trainers@securicare.com and a member of our support team will provide a solution.

 

Additional Information

Product Type Online Training

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