With the return of the passenger as the world opens up again following the COVID-19 pandemic, it naturally follows that the aviation industry welcomes back employees, old and new, to meet the increased demand. These employees will be venturing into a more challenging world, unseen prior to 2020. The ability to deliver excellent customer service to maximise the customer experience, together with the welfare and training of staff being critical to it’s delivery, has never been more important.
Although the aviation sector is not expected to fully recover to pre-pandemic levels until 2023/2024, now presents an exciting and timely opportunity, to upskill those returning staff and indeed provide new employees with the necessary skills and knowledge. This will ensure they feel confident dealing with those passengers whose behaviour may lead to disruption and danger, both on the ground and more worryingly, in the air, particularly as the ‘new norm’ beds in. The number of law enforcement officers at airports has been reduced, in line with the decline in footfall. It is therefore even more vital that the different communities within the aviation sector receive relevant training to equip them with the confidence to identify and proportionately manage, incidents that may be a customer service issue, without having to resort to calling on law enforcement agencies for assistance.
Communication is critical when dealing with such incidents - sometimes it is not what is being said, more how it is said. Body language, too, often betrays subconscious attitudes and can give rise to an escalation in tensions but the ability to read others’ body language, warning signs etc. can conversely afford early opportunities to de-escalate tensions and manage conflict effectively.
But communication is only one facet of effectively managing disruptive passengers. Just as important are the ability to recognize the cause of conflict and make spontaneous risk assessments before taking action, the physiological impact of conflict and importantly, a thorough working knowledge of what legislation is in place to provide that added protection to staff when taking action.
Attendance on a CAMOR ‘Disruptive Passenger’ course is designed to afford the delegate the opportunity to enhance their knowledge and confidence around managing conflict in the wider sense through discussion of contributory factors, conflict management models, legislation and processes for assessing risk with the added benefit of it being delivered by a former police officer with extensive operational experience in this field. At its conclusion, the intention is for the delegate to have a greater appreciation and understanding of the criticality of their role in managing conflict.