English for Cabin Crew Trainer's Guide - Heinle

Contents
Introduction 4
Unit 1 The pre-fl ight briefi ng
Meeting colleagues 5
Finding out about the fl ight 6
Case study 7
Unit 2 Welcome on board
Welcoming passengers 8
Settling passengers in their seats 9
Demonstrating safety procedure and checking before take-off 10
Case study 11
Unit 3 After take-off and into the fl ight
Making the fi rst announcements 12
Getting started 13
Helping to settle passengers 14
Case study 15
Unit 4 Food and drinks
Giving a choice 16
Serving drinks 17
Duty-free sales 18
Case study 19
Unit 5 Minor passenger problems
Identifying passenger problems 20
Dealing with problems 21
Saying sorry 22
Case study 23
Unit 6 Is there a doctor on board?
Dealing with an on-board accident 24
Dealing with a serious medical incident 25
Reporting a medical incident 26
Case study 27
Unit 7 In-fl ight emergencies
Taking charge in an emergency 28
Preparing for an emergency evacuation 29
Reporting and evacuation 30
Case study 31
Unit 8 Complaints and disruptive passengers
Responding to passenger complaints 33
Dealing with complaints about other passengers 34
Managing disruptive passengers 35
Case study 36
Unit 9 Preparing for landing
Making fi nal announcements and checks 38
Giving information about delayed landings 39
Getting through the fi nal ten minutes 40
Case study 41
Unit 10 Saying goodbye
Arriving at the gate and disembarking the passengers 43
Taking part in the crew debriefi ng 44
Case study 45
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