'Prevention & Management of Disruptive Passengers' for Airline staff

This programme has been developed for:

Airline staff who interact with passengers who may express challenging, angry, threatening or aggressive behaviour.

The aim of this programme is:

To develop staff knowledge and confidence in the prevention and management of challenging, angry, threatening or aggressive behaviour.

The topics covered include:

• Relevant Air navigation Orders
• The Commanders options
• Identifying why people become challenging, angry, threatening and aggressive
• Minimising the likelihood of conflict and confrontation
• Understanding and managing the ‘fight or flight’ response
• When and how to be assertive
• Restraint procedures (where applicable)
• De-escalating and calming
• Post incident procedures

Method of delivery and assessment:

Formal presentation, group work, practical exercises and discussion.

Learner’s knowledge is evidenced by verbal or written questioning.

Duration of training:

1 day to 5 days depending on a clients unique requirements.

Accreditation is available via:

NATIONAL OPEN COLLEGE NETWORK

Signposting key skills:

This unit offers clear opportunities for learners to provide evidence of achievement in the following skill area/s:

Key Skills: Communication

Wider Key Skills: Working with others, Problem solving, improving Own Learning and performance