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Crew Management and Safety

Date: March 7, 2023

Safety is at the core of everything we do. Laying a strong foundation for our flight begins with one of our earliest interactions as a crew. We encourage you to take a moment for safety and disconnect from all distractions during our required crew briefings. Whether your briefing is being led by the Purser/International Purser and/or the Pilot in command, the information shared is setting up communication for the duration of the pairing.

Communication is key in quickly and accurately addressing any issue that may arise.  Whether on the ground or in the air, we know instinctively that we can trust in our ability to communicate and work as a team alongside the Flight Deck to resolve matters.

Pilots are safety professionals as are we and they too want to maintain a safe, healthy, and secure aircraft. Flight Attendants should feel empowered to have discussions with the Flight Deck and raise concerns about anything they feel needs to be addressed using CLR.

Here are some examples of communication management skills in the airline industry:

  • Clear and concise communication: Clear communication helps ensure that everyone understands what is expected of them, and it can help prevent misunderstandings and avoid error chains that could lead to safety incidents or customer dissatisfaction.
  • Active listening: Active listening is essential in understanding customer needs, concerns, and complaints. It is also crucial for pilots and other personnel who need to receive and process information quickly and accurately.
  • Non-verbal communication: Non-verbal communication, such as body language and facial expressions convey a lot of information, especially in situations where verbal communication may not be possible or effective.
  • Conflict resolution: Conflict can arise in any workplace, and it's essential to have skills to resolve conflicts calmly and professionally. In the airline industry, conflict resolution skills can help defuse potentially volatile situations with passengers or other personnel.
  • Multilingual communication: In a global industry like the airline industry, being able to communicate in multiple languages is a valuable skill. Multilingual communication helps ensure that customers from different countries and cultures feel welcome and understood and adds an entirely different depth of understanding to these interactions.

Overall, effective communication management skills are critical to our success as a Crew. These skills help ensure that flights run smoothly, and safety is maintained.

If you ever find yourself in a situation where any crew conflict is affecting their ability to communicate safely, MEC EAP/Professional Standards is available to confidentially find solutions and offer support.

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