Quell Training

Flying away from aggressive behavior

Flying away from aggressive behavior

As the economy emerges from the financial crisis of 2008, people have more disposable income to work with. So as a result air travel is on the rise. With more and more people opting for a foreign holiday, naturally there will be an increased number of people making use of aeroplanes. This has resulted in more incidents occurring whilst in the sky.

For example, an airline passenger who was so drunk he did not know what country he was in, has been jailed after sexually assaulting a female cabin crew member and forcing the plane to be diverted. Is this kind of behavior acceptable anywhere, never mind on a plane?

Is alcohol the source of the problem? Should airlines stop selling alcohol on board? Or perhaps if the passengers were more relaxed and in more comfortable surroundings there would be less tension. So should they attempt to modify the cabins with more focus on comfort? These are questions airline bosses need to be asking themselves. Quell believe that we first need to understand where the problems lie and what are their causes. Then we must focus on how these can be prevented. This can involve reducing conflict triggers by delivering a positive and professional service and reducing exposure to risk through safer working practices.

But Jet2 boss, Phil Ward, says that ‘enough is enough’ and from now on they will be taking a more hard lined approach to tackle conflict and aggression on board their flights.

Jet2.com is working closely with industry bodies including the British Air Transport Association, the Airport Operators Association and the UK’s leading airports, to put in place a series of measures to tackle disruptive conduct associated with air travel.

Conflict management training should be the cornerstone of how major airlines go about tackling conflict and aggression on board. We would first focus on proactive approaches to reducing conflict and risk. Then look at equipping staff with the knowledge and skills to defuse and resolve conflict before it escalates further. Lastly, train staff in emergency responses and procedures to prevent harm. Which in some situations may include the use of physical intervention.

Aggression and conflict between passengers and staff on board a flight has to stop. With heightened security measures for air travel, incidents like this are having a much more serious impact than ever before. Very specific training is required so that they are dealt with both appropriately and professionally.
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