Flight attendants have to perform many tasks and the tasks are not limited to just one particular task – serving the passengers. Being a flight attendant meansinteracting with the passengers too. You should acknowledge the principles and approaches involved in interacting with the passengers. This is very important.
Let us begin with the verbal aspects first. Read them carefully.
Do not sound annoyed to the passengers. Actively listen to what the passenger has to say and respond in a friendly but professional tone.
Choose your words carefully! Avoid being rude to the passengers and never appear dismissive in your response.
We have seen the verbal aspects. Let us now take a look at the nonverbal aspects. When dealing with passengers, you should always make them to feel comfortable. No matter how stressed up you are with the job, never portray those irritations on your look as this will definitely show!
If you have just been selected as a flight attendant, please make sure you read the instructions in the manual. Never step into a flight if you have not mastered the conventions involved. Again, read the articles about dress and make up to get more information.
Maintain your eye contact. Eye contact shows that you are interested in what the person has to say. Please do not overdo this as you might be seen as staring!
How about body language? Do you need this? Certainly, yes! Portray yourself appropriately. Be careful as gestures are interpreted differently with various cultures. Do not fold your arms as this can be very rude!
Be friendly to the passengers. If they need help, assist them.
Leaning forward to engage the person you are talking to will show your interest. What if you are tall? Well, there is absolutely no problem with that. If you are tall, bend or stoop so that you are at the same level as the person you are talking to. Turn your whole body to face the passenger and not just your neck.
Aside from the nonverbal aspects, you must also take into account the personality aspect. Smell good and be mindful of body odour. Perfume is a personal choice so make sure you do not over do it, the plane is a small enclosed space!
Good communication is the basis of passenger satisfaction. Treat them nicelyand you will be very happy at the end of the day. Keep the passengers first!
Apply these strategies while communicating with the passengers. Good luck!
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