While enjoying gold services at a world-class airline, participating in training and development, I can’t help but look and analyze, and ask the question, “What are the critical skills required to be a first-class flight attendant? “. As he watched the interactions between crews and passengers, he was convinced that communication skills are the answer.
This is the basic skill required for those young girls and boys who aspire to become stewardesses or flight attendants. If you are one of them, a reading on this topic will benefit you, not only in your career as a cabin crew, but also in your other endeavors. As a flight attendant, you will be continually interacting and communicating with passengers. Sometimes, we tend to think that communication is what we pronounce or speak, but in reality it is much more than that, it refers to the entire process of sending messages and what the other person (receivers) perceives. As cabin crew or stewardess, we are constantly serving passengers. At all times our words and behavior are being continuously monitored by customers. Likewise, if you were being interviewed for the Cabin Crew position, you must demonstrate your competence in this area. If you don’t make a positive impression on the interview panel, chances are you won’t get to be a flight attendant.
The different types of communications. Of course there are many classifications of communication, but we are not indulging in an academic discussion. You can simply break it down into verbal, non-verbal, and written. However, for our daily dealings with passengers, the verbal and non-verbal is more critical. Written communication, although important within your organization, should not be practiced with your passenger.
Verbal communication With verbal communication, consider these three elements: – tone of our voice – choice of words – timing
Tone of voice: It will be obvious to a passenger, when you sound annoyed or angry, whether you really are or not is not important, how significant what is perceived is. The passenger will not feel positive towards you and your airline. Be careful not to push yourself up too high. At some point, you may feel that the passenger is asking very stupid or sarcastic questions, but Sarcasms is not for cabin crew, it is the biggest turn-off for passengers and most people. Actively listen to what the passenger has to say and respond and show interest, kindness but professionalism at the same time. We should never make our passenger feel small or ashamed. Don’t be bossy in your answers. The same is for us during the interview. Practice these skills as they may not come naturally to you.
It is also true that the tone of your voice is important, although it is difficult for us to measure it personally. Maybe you can ask your friend’s opinion on how “nice” your voice is. You might try recording it on tape and listening to it. Try to vary your pitch and tone.
CHOICE OF WORDS In towns, the terms uncle or loose are acceptable and even welcome. Never use it on a flight or an interview, use the formal terms… Sir, Madam… Sir. Remember that the words had a cultural meaning. Always show respect and put your passengers in a high position and you are there to provide the best service.
TIME is very important. There are times when passengers just want to be left alone. The important thing is that you, the crew, know when to give the service and when to leave them alone. In an airline, the management had received constant complaints from passengers, that they were not given time to be alone, that they were awake to be served breakfast or dinner…etc.
Non-verbal communication, choice of clothing. This is a topic in itself. Take time to read articles on dress and makeup for more details.
Eye contact. This is another area with cultural involvement. Eastern culture tends to place less value on this, especially women are expected to be modest and not look directly at another man. The game is by ear. Different culture is different. your contact lenses show interest. Don’t overdo it, as you could be accused of staring in a rude manner.
Body language Body language is, without knowing it, the most important message we are sending. The way we say our words affects listeners more than the actual word. Be careful as gestures are interpreted differently in different cultures. You’re supposed to be a professional. Don’t lean against the wall or cross your arms. I saw it on a flight. To show interest, lean forward, but not too far. If the other person is shorter, lean in so that you are on the same level as the person you are talking to. Turn your whole body to face the passenger and not just his neck. Your posture is critical as it sends different messages to the passengers.
Thank you.