Unit Eight Difficult Situations

 Part 1 Reading  Part 2 Dialogues  Part 3 Role Play  Part 4 Supplementary Materials Content

 Step 1 Basic information about difficult situations  Step 2 New words and useful expressions  Step3 Group discussion Part 1 Reading

I. Air Rage  Conception: The general term to disruptive and/or violent behavior perpetrated by passengers and crew of aircraft, typically during flight.  Causes: Excessive alcohol consumption, smoking bans, crowding, long flights, or psychological feelings of a loss of control Step 1 Difficult Situations

 Examples: a. Passenger Mr. Misiak put his hands around the throat of a flight attendant and threatened her because she spilled a drink on him. b. A passenger named Ms. Pennix grabbed a flight attendant's finger and bent it backward. Pennix explained to authorities that she didn't like the way the flight attendant told her to put her tray and seat in an upright position before landing. I. Air Rage

 Examples: c. A group of drunken Irish tourists were apparently so unruly over the Atlantic that the crew enlisted the help of a wrestling team to restrain them. d. Passenger Mrs. Levy grabbed a flight attendant by the arms and twisted her wrists. Levy was traveling with three children and explains that she lost her temper because her 20-month-old was crying, had wet pants, and there was no way to get to the bathroom. I. Air Rage

 Main categories of unruly behavior: 1. Passenger complies after receiving a warning from CA’s about their unruly behavior. 2. Passenger continues with unruly behavior such as continual verbal abuse or continuing to refuse to comply with regulations (such as failure to fasten their seatbelts when the sign is illuminated). I. Air Rage

 Main categories of unruly behavior: 3. Passenger disregards the warning and continues with his behavior which results in the following consequence: (a) Crewmember’s duties are disrupted due to continuing interference; (b) Passenger or crewmember is injured or subjected to threats of injury; (c) An unscheduled landing is made and restraints such as handcuffs are used; (d) Serious effects are caused after the passenger receives the written notification. I. Air Rage

 CA’s corresponding measures: 1. If passenger stops the unruly behavior after receiving the warning, no further action is required to take by the cabin attendant. (Such an incident need not to be reported to the Captain.) 2. After attempting to defuse the situation, the Captain and the cabin attendant will issue the unruly passenger with an Airline Passenger In-flight Disturbance Report. The cabin attendant completes the report and issues a written notification to the passenger. I. Air Rage

 CA’s corresponding measures: 3. Cabin attendant advises the Captain, identifies the passenger, and then it’s the Captain’s responsibility to determine what action should be taken. In most cases this will result in a law enforcement officer to meet the aircraft upon its arrival. I. Air Rage

 Conception: Aircraft hijacking/ skyjacking is the take-over of an aircraft, by a person or group, usually armed.  Corresponding measures: Try to remain calm, make attempts at calming the passengers and above all don’t be a hero. II. Hijacking

 Most airlines allow pregnant women to fly up to and including the 36 th week (Domestic flight) or 32 nd week (International flight), provided the pregnancy has been straightforward. Sometimes, pregnant women are allowed to fly in the 36 th week to the 38 th week if the flying time does not exceed four hours.  For pregnant women, seat belts should be fastened low across the thighs, not over the abdomen, to prevent injury to the baby. Part of a stewardesses training will be how to deal with a pregnant passenger who goes into labour. III. Pregnancy and Emergency Labor

 air rage 飞行焦虑症  deputy general manager 副总经理  pre-mature delivery 早产  refrain from 限制  restraint device 限制自由装置  self-defense 自卫  unruly behavior 不规矩的行为  unscheduled landing 非计划着陆  violent behavior 粗暴行为  disturbance 骚乱  intimidate 恐吓  miscarriage 流产 Step 2 Words and Expressions

 Requirements: Students are required to read the text quickly and discuss with group mates to find the correct answers to the following questions. The performance of the group members will be credited. Step3 Group Discussion

 What is air rage?  How does a CA deal with a disruptive passenger?  Can a pregnant woman travel by air?  What can a CA do when he/she encounters hijacking?  What’s the most important thing to bear in mind when handling difficult situations? Questions:

 Situation 1 Helping Passenger Cope with Discomfort  Situation 2 Dealing with Unruly Passenger  Situation 3 Serving a Pregnant Woman Part 2 Dialogues

 You feel pains in your ears because of a change in air pressure. You can relieve the earache by chewing a gum.  If you hold your nose and blow or just open and shut your mouth, it’ll help. Situation 1 Helping Passenger Cope with Discomfort

 Sir, we will be landing shortly. would you please return to your seat immediately?  I’m sorry to tell you that we’ll be landing in about 5 minutes. For your own safety you must return to your seat at once.  Sir, you must come out now or I will unlock the door and the steward will pull you out.  If you continue with this abusive behavior, we will have no option other than to restrain you, sir. Situation 2 Dealing with Unruly Passenger

 Just a moment, sir. Please empty the contents of your luggage on the desk, sir.  Well, I’m sorry, sir, but I’ll have to confiscate 800 cigarettes and 2 litres of spirits.  We have reason to believe you are attempting to smuggle drugs into the country. Please accompany me to the interview room.  I’m afraid I’ll have to arrest you, sir, for possession and trafficking of illegal substances. Situation 2 Going through Customs

 OK, madam. If there is anything I can do for you then just press the call button.  Don’t worry, everything will be all right. We have been trained to deal with situations like this. Situation 3 Serving a Pregnant Woman

 What will the flight attendant do if a passenger’s ears feel uncomfortable?  What will the flight attendant do if the passenger refuses to leave the toilet before landing?  If the customs office finds someone suspicious, what will he do? Questions about dialogues

 Group work: Students are required to divided into small groups and perform the role-play based on the following topics. Credits will be granted according to the performance of each group. Part 3 Role Play

 Topics: 1. Air rage 2. Abusive behavior 3. Drunken behavior 4. Emergencies Part 3 Role Play

I 乘客在飞机未停稳时拿行李架上的行李时：  Don’t worry about it. You’ll have enough time to collect your belongings. Please remain in your seat with your seat belt fastened until you have been given permission to disembark.  Please remain seated until the plane has come to a complete stop. II 主动告诉乘客准备下飞机：  Now the plane has come to a complete standstill, you can collect all of your belongings and prepare to disembark. Part 4 Supplementary Materials

III 提醒乘客可以下飞机了：  The ramp has just been put in its position. Now you can get your belongings and disembark. IV 有乘客急于挤向机舱门时：  Wait a moment here, please. You’ll have to wait until the air bridge is put in its position. V 提醒行动不便者脚下留神：  Please watch your step, madam. It’s raining and very slippery outside. Part 4 Supplementary Materials

VI 见行动不便的乘客时：  Excuse me, sir. Would you please let this old man/granny go first?  There is a pregnant woman here. Would you please let her go off first? VII 提醒乘客走登机桥：  Please exit off from the front, and go over the air bridge one by one. Part 4 Supplementary Materials