2. 1.4 – Describe the essential qualities of working in a cabin crew team and with others to provide effective customer service Key words in this element which you will need to understand and use – Onboard teams – here we look at working with our Cabin Crew colleagues in a friendly and efficient way Communicating with Flight Deck – here the team forming needed with the flight deck and flow/ exchange of information is vital

3. 1.4 – Describe the essential qualities of working in a cabin crew team and with others to provide effective customer service Key words in this element which you will need to understand and use – Communicating with Ground Crew – this includes a wide variety of personnel inc. Airline Customer Service Agents, Dispatchers, Ramp Agents, Engineers, Caterers, fellow cabin crew, baggage handlers and other support staff e.g. wheelchair handlers

4. 1.4 – Describe the essential qualities of working in a cabin crew team and with others to provide effective customer service Key words in this element which you will need to understand and use – Conflict Situations – when working in various teams and liaising with other airport/airline staff there will inevitably be situations needing tact, diplomacy and professionalism, sometimes in stressful and/or strenuous situations – consider – aircraft not ready for boarding, no-show passenger with baggage loaded in the aircraft hold Resolving TWO passengers allocated same seat Boarding of LATE passengers

5. 1.4 – Describe the essential qualities of working in a cabin crew team and with others to provide effective customer service - there is an opportunity for group work here which may be developed later, in pairs or 3-4 people, where you can allocate yourselves various roles and questions/responses to see how each scenario could work in practice. Consider using the “cue card” method so that you get used to being asked certain questions and then work on your response method – include both verbal, vocal and non-verbal communication.