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SUCCESSFUL

FLIGHT ATTENDANTS

HOW TO BE A SUCCESSFUL, PROFESSIONAL

FLIGHT ATTENDANT?

WHILE I WAS THINKING - AS (SCCM) SENIOR

CABIN CREW MEMBER (CABIN MANAGER) - OF

FLIGHT ATTENDANT JOB, I FOUND IT

NECESSARY TO TALK ABOUT MY EXPERIENCE

AS FLIGHT ATTENDANT.

A FEW FLIGHT ATTENDANTS UNDERSTAND

THE ACTUAL MEANING OF BEING A FLIGHT

ATTENDANT, THE DUTIES AND

RESPONSIBILITIES OF FLIGHT ATTENDANTS

AND HOW TO BE A SUCCESSFUL FLIGHT

ATTENDANT.

I WOULD LIKE TO CLEAR HOW TO BE A

SUCCESSFUL, PROFESSIONAL FLIGHT

ATTENDANT…STARTING FROM KNOWLEDGE,

SMART SKILLS AND POSITIVE THINKING ….

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SAFETY, SATISFACTION AND

COMMUNICATION

AS SCCM –ON EACH FLIGHT AND IN GENERAL- I

AM LOOKING FORWARD TO ACHIEVE TWO

OBJECTIVES; SAFETY AND SATISFACTION

WHICH CAN BE ACHIEVED BY SMART

COMMUNICATION PROCESS.

SAFETY REQUIRES QUALIFIED AND WELL-

TRAINED F/A WHO ARE IMPLEMENTING SAFETY

PROCEDURES, RULES AND REGULATIONS BY

FOLLOWING SMART COMMUNICATION

PROCESS…

SATISFIED CUSTOMERS (PAX); BY OFFERING

QUALITY SERVICE AND IMPLEMENTING PUBLIC

RELATIONS PRINCIPLES. PUBLIC RELATIONS

DEPEND ON POSITIVE THINKING AND IT IS A

METHOD OF SMART-COMMUNICATION WHICH

AIMS TO BUILD GOOD RELATIONS, HIGH LEVEL

OF TRUST WITH THE CUSTOMERS (PAX) BY

MEETING WITH THEIR EXPECTATIONS AND

ASPIRATIONS…

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PUBLIC RELATIONS REQUIRE WELL-TRAINED

FLIGHT ATTENDANTS BY OFFERING THEM

COURSES, LECTURES, AND PROVIDING THEM

WITH FULL INFORMATION ABOUT THEIR JOB….

SATISFIED EMPLOYEES WILL ACHIEVE

CUSTOMERS’ SATISFACTION, HIGH LEVEL OF

PRODUCTIVITY WHICH WILL INCREASE

PROFITABILITY…

COMMUNICATION: BY SMART-COMMUNICATION

PROCESS WE CAN REACH THE HIGHEST

LEVELS OF SUCCESS…WHILE

MISCOMMUNICATION WILL MAKE IT (UPSIDE

DOWN…).

SMART COMMUNICATION IS A SMART DEALING

PROCESS DEPENDS ON KNOWLEDGE, SMART

COMMUNICATION SKILLS AND POSITIVE-

THINKING.

SMART COMMUNICATORS KNOW HOW TO

CHOOSE THEIR WORDS, WHEN TO SAY YES,

HOW TO SAY NO, WHEN TO AGREE, HOW TO

DISAGREE WHEN TO SUGGEST HOW TO

CONVINCE…

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SMART COMMUNICATION PROCESS IS A

DIPLOMATIC WAY OF DEALING WITH OTHERS

TO ACHIEVE PERSUASION…

POSITIVE THINKING: THE ABILITY TO THINK,

ACCEPT, EXPECT, CREATE, CHOOSE, DECIDE,

ACHIEVE AND MANAGE….

POSITIVE THINKING IS THE GOLDEN KEY OF

SMART COMMUNICATION PROCESS…

I HAVE BEEN INFORMED BY PASSENGERS OR

FLIGHT ATTENDANTS WHO JOINED OUR

COMPANY, ABOUT FEW INCIDENTS THAT

HAPPENED TO THEM ON OTHER AIRLINES

COMPANIES, WHICH FORCED ME TO WRITE

ABOUT THIS SUBJECT.

HERE ARE FEW EXAMPLES WHICH TOOK PLACE

ON BOARD AND CAUSED MISUNDERSTANDING,

DUE TO UNPROFESSIONAL WAY OF

COMMUNICATION. F/A DID NOT UNDERSTAND,

THEIR DUTIES AND RESPONSIBILITIES, DID NOT

KNOW HOW TO DEAL AND COMMUNICATE WITH

OTHERS OR THEY WANTED TO DO SOMETHING

GOOD BUT IT WAS NOT GOOD, AS THEY DID

NOT THINK AND COMMUNICATE BEFORE…:

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1- SCCM SAID: “THE A/C LANDED AT AMM…,

PARKED AT THE GATE, SEAT BELT SIGN OFF…

P/A; ALL DOORS TO MANUAL MODE AND CROSS

CHECK ( B787 ), I DID L1, FA AT R1 STATION DID

R1 I CONFIRMED WITH HER THEN I CONFIRMED

WITH ALL STATIONS, ALL DOORS MANUAL

…WAITING FOR THE WHITE (MANUAL)

INDICATOR TO BE ON, BUT I LOOKED AGAIN AT

R1 IT BECAME AUTOMATIC… HOW COME…!

WHAT HAPPENED WAS OTHER F/A SAW HER

COLLEAGUE GOING TO TOILET, SO SHE

THOUGHT THAT SHE DID NOT DO IT, WITHOUT

(COMMUNICATING) SHE WENT THERE AND

WITHOUT THINKING SHE MOVED THE LEVER TO

AUTOMATIC MODE…”.

SAFETY PROCEDURES WITHOUT SMART

COMMUNICATION… SAFETY MIGHT BE

AFFECTED NEGATIVELY.

2- “DURING BOARDING FLIGHT ATTENDANT SAID

TO AN OLD MAN (PAX): LISTEN, I WILL

CONSIDER YOU A DISRUPTIVE PAX AND I WILL

OFF-LOAD YOU FROM THE A/C, THAT WAS

WHEN HE ASKED HER TO PUT HIS BAG IN THE

OVERHEAD COMPARTMENT ….WHAT WAS

GOING ON ?! IF WE CONSIDER EACH PAX WHO

ASK US TO PUT HIS BAG IN THE OVERHEAD

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COMPARTMENT A DISRUPTIVE PAX AND OFF-

LOAD HIM, WE WILL CLOSE ALL A/C AND STAY

AT HOME … WAS IT A PROPER WAY OF

COMMUNICATION DID SHE THINK BEFORE

SAYING THAT… WAS THERE A DIFFERENT WAY

TO DEAL WITH THAT SITUATION WHAT ABOUT IF

SHE SAYS YES WITH PLEASURE I WILL CALL MY

COLLEAGUE TO HELP ME OR….THERE WERE

HUNDRED WAYS TO SOLVE THE ISSUE EVEN IF I

DON’T WANT TO PUT IT UP FOR HIM…MORE

THAN THAT I FOUND THAT SHE DID NOT

UNDERSTAND THE MEANING OF DISRUPTIVE

PAX SO I SPENT ONE HOUR TO SOLVE THE

PROBLEM BY APOLOGIZING TO THE PAX, AND

EXPLAINING TO HER WHO THE DISRUPTIVE PAX

IS THEN ANOTHER HOUR TO EXPLAIN AND

TRAIN HER HOW TO DEAL WITH PAX IN A WAY

THAT INCREASE BUT NOT DECREASE THE

NUMBER OF PAX…”.

3- “A PAX WANTED TO USE THE TOILET AFTER

LANDING DURING TAXI AS HE CANNOT WAIT, A

FLIGHT ATTENDANT WANTED TO FORCE HIM TO

GO BACK TO HIS SEAT WHILE HE CANNOT WAIT

WHICH CAUSED HIM TO BE NERVOUS AND

SHOUTING…THEN TO BE CONSIDERED AS

DISRUPTIVE PAX”, …IMPLEMENTING RULES

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AND REGULATIONS CAN BE ACHIEVED BY A

SMART WAY OF COMMUNICATION BUT NOT IN A

WAY WHICH MIGHT CAUSE OR CREATE THE

REASONS FOR SUCH INCIDENTS…

WHAT WAS GOING ON? I THINK IN MOST

DISRUPTIVE PAX CASES COMMUNICATION WAS

BEHIND THEM.

FIRST OF ALL WE SHOULD KNOW AND DEFINE

THE PROBLEM, I FOUND THAT THE PROBLEM IS

COMMUNICATION WE DO NOT KNOW HOW TO

COMMUNICATE, TO DEAL WITH ( PAX ), THE

PROPER WAY OF DEALING WITH PAX…, IT IS

CULTURE, AS MANY FLIGHT ATTENDANTS

GROWN UP READING BOOKS AT SCHOOLS,

UNIVERSITIES BUT NOT LEARNING HOW TO

DO…, HOW TO DEAL…AND HOW TO BE …. THE

QUESTION NOW IS “DO WE UNDERSTAND AND

KNOW HOW TO DEAL WITH OTHERS”? A FEW OF

FLIGHT ATTENDANTS DO NOT …. “IS IT

POSSIBLE TO FIND A SOLUTION TO SOLVE THE

PROBLEM?”….THE ANSWER IS YES IT IS, WE

CAN …. IF I WANT TO LEARN, TO BE A

SUCCESSFUL FLIGHT ATTENDANT THE ANSWER

IS YES …WE CAN SOLVE THE PROBLEM.

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HOW TO SOLVE THIS PROBLEM… THE

PROBLEM OF MISCOMMUNICATION AND

REMEMBER THAT WE ARE TALKING ABOUT THIS

ISSUE LOOKING FORWARD TO ACHIEVE SAFETY

AND SATISFACTION…

SAFETY FIRST AND SATISFACTION TO HAVE A

SAFE FLIGHT AND TO INCREASE THE NUMBER

OF PAX NOT TO BE THE REASON FOR

DECREASING THEM ….

WE CAN DO THAT BY:

1) POSITIVE THINKING AND POSITIVE

ATTITUDE…

2) HUMAN RELATIONS AND PUBLIC RELATION

COURSES…

3) HOW TO DEAL WITH CUSTOMERS PAX

COURSES…

4) PROVIDING EMPLOYEES WITH

INFORMATION ABOUT THE ENVIRONMENT

THAT THEY ARE GOING TO DEAL WITH…

5) LANGUAGES AND BODY LANGUAGE

ATTITUDE AND BEHAVIORAL SKILLS…

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6) ENSURE THAT EMPLOYEES UNDERSTAND

(WELL-UNDERSTANDING) OF ALL

SUBJECTS RELATED TO THEIR JOB.

7) LEARNING HOW TO RESPECT AND

UNDERSTAND OTHERS TO MEET WITH

THEIR EXPECTATIONS

8) UNDERSTANDING THAT ACHIEVING PAX

SATISFACTION IS LEADING TO ACHIEVING

SUCCESS…

9) UNDERSTANDING HOW TO DO YOUR JOB

HOW TO ENJOY WORKING…

10) WATCHING AND ENSURING THAT

EMPLOYEES UNDERSTAND THEIR DUTIES

AND RESPONSIBILITIES

THE FOLLOWING SHORT STORY SHOWS AN

EXAMPLE OF A SUCCESSFUL FLIGHT

ATTENDANT…, THE STORY OF (A SPIDER ON

BOARD).

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A SPIDER ON BOARD

FLIGHT ATTENDANT AMAL HAS UNIQUE SKILLS,

KNOWLEDGE POSITIVE THINKING, AND SMART

COMMUNICATION SKILLS; LISTENING,

UNDERSTANDING, THINKING, TALKING,

ACCEPTING, EXPECTING, CREATING…. A SUCCESSFUL FLIGHT ATTENDANT IS A SMART

COMMUNICATOR; WHO KNOWS HOW TO

CHOOSE WORDS, WHEN TO SAY YES, HOW TO

SAY NO, WHEN TO AGREE, HOW TO DISAGREE

WHEN TO SUGGEST HOW TO CONVINCE…

USING A DIPLOMATIC WAY OF DEALING WITH

OTHERS TO ACHIEVE PERSUASION AND

SATISFACTION….

IT WAS NORMAL SHORT FLIGHT FROM

(NEPTUNE TO PLUTO!) FLIGHT ATTENDANT

AMAL WAS VERY GOOD DURING THE FLIGHT…,

10 MINUTES BEFORE LANDING I SAW A SMALL

SPIDER HANGING HIMSELF WITH A LINE FROM

THE CEILING OVER CREW JUMPSEAT.

“AMAL STEP AHEAD… A SPIDER BEHIND YOU” I

SAID. FLIGHT ATTENDANT AMAL WAS EXACTLY

AS WHAT I EXPECTED …, SHE TURNED TO SEE

THE SPIDER AND SAID: “EXCUSE ME SPIDER,

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PLEASE DO NOT GET SCARED, I WILL TAKE

CARE OF YOU, I’LL TAKE YOU TO A SAFE

PLACE”, WITH SOFT TOUCH SHE CARRIED THE

UPPER PART OF THE LINE WHILE THE SPIDER

STILL HANGING AT THE BOTTOM, AND SHE

MOVED SLOWLY TO PUT IT NEAR THE EXIT TO

BE READY FOR DISEMBARKATION AFTER

LANDING… HOW KIND YOU ARE AMAL…!!!

AMAL WAS THINKING OF SAFETY FIRST EVEN

FOR A SPIDER, THINKING OF SATISFACTION

EVEN FOR A SPIDER, BEING A SMART

COMMUNICATOR EVEN WITH A SPIDER, TAKING

CARE OF ALL EVEN OF A SPIDER. THAT WAS

HER REACTION REGARDING A SPIDER’S

SAFETY AND SATISFACTION WHAT ABOUT THE

FLIGHT SAFETY AND GUESTS SATISFACTION….

MAY ALLAH BLESS YOU AMAL … I WISH YOU

SUCCESS… I WISH YOU THE BEST, THANK YOU

AMAL.

FLIGHT ATTENDANTS WHO HAS THE ABILITY

TO LEARN WILL BE SUCCESSFUL, SO, LET US

SEE WHO IS THE SUCCESSFUL FLIGHT

ATTENDANT, NEXT FEW PAGES…

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THE STORY OF

SUCCESSFUL FLIGHT ATTENDANT

FIRST OF ALL YOU SHOULD LIKE YOURSELF AS

YOU CHOSE TO BE A FLIGHT ATTENDANT WHO

WILL GET THOUSANDS OF BENEFITS …YOU

SHOULD BE PROUD AS YOU HAVE BEEN

CHOSEN TO JOIN THE FLIGHT CREW AMONG

HUNDREDS WHO APPLIED FOR THIS JOB, YOU

ARE WELL-EDUCATED AND QUALIFIED TO BE

ACCEPTED, THEN YOU HAVE BEEN TRAINED

WELL TO PERFORM YOUR DUTIES AND

RESPONSIBILITIES AS FLIGHT ATTENDANT SO

ENJOY WORKING AND REMEMBER LOOKING

FORWARD TO ACHIEVE SUCCESS…

AS A FLIGHT ATTENDANT I WILL OPERATE

TOMORROW A FLIGHT TO (ORD) CHICAGO…, I

WILL START (AT HOME) FROM HERE (ORD) I

WILL ASK MYSELF, WHAT’S ORD?, I WILL USE

MY LAPTOP, LOOKING IN WEBSITES FOR ORD…

O'HARE INTERNATIONAL AIRPORT

FROM WIKIPEDIA, THE FREE ENCYCLOPEDIA ORCHARD FIELD AIRPORT, THE SOURCE OF ITS

THREE-LETTER IATA CODE ORD. IN 1949, THE

AIRPORT WAS RENAMED O’HARE

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INTERNATIONAL AIRPORT TO HONOR EDWARD

O’HARE, THE U.S. NAVY'S FIRST FLYING ACE

AND MEDAL OF HONOR RECIPIENT IN WORLD

WAR II. ITS IATA CODE, "ORD", REMAINED

UNCHANGED……

NOW I KNOW WHAT ORD IS, BUT IS IT ENOUGH?

FOR ME IT IS NOT SO I START LOOKING

THROUGH WEB SITES TO FIND AND INCREASE

MY KNOWLEDGE ABOUT CHICAGO FOR A FEW

MINUTES THEN I WILL OPEN MY SCHEDULE TO

GET THE FLIGHT INFORMATION FLIGHT TIME

DEPARTURE TIME ARRIVAL TIME DUTY TIME

CREW ON FLIGHT I WILL WRITE THE MAIN

INFORMATION ABOUT THE FLIGHT THE

AIRCRAFT TYPE SO AS TO REVISE AND REMIND

MYSELF OF THE SAFETY, SECURITY AND

SERVICE PROCEDURES ALL OF THESE

INFORMATION AVAILABLE FOR ME…

BEFORE I LEAVE TO THE AIRPORT I’LL START

WITH THE A/C TYPE I REMIND MYSELF OF THE

AIRCRAFT FEATURES, EQUIPMENT SAFETY

PROCEDURES AS WELL AS THINKING OF

SECURITY MATTERS AT ALL TIMES SO AS TO BE

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ALERT AND VIGILANT REGARDING (SAFETY AND

SECURITY) MATTERS …

SERVICE; THE TYPE OF SERVICE AND SERVICE

PROCEDURE THAT I SHOULD FOLLOW TAKING

IN CONSIDERATION COMMUNICATION AND

PUBLIC RELATIONS PRINCIPLES (STPS) AND

HUMAN RELATIONS IN GENERAL TO ACHIEVE

SATISFACTION, PROGRAMMING MY MIND THAT

CULTURE IS DIFFERENT FROM PERSON TO

ANOTHER, TREATING AND DEALING WITH ALL

REGARDLESS OF THEIR NATIONALITIES OR

BELIEVES….

SO NOW AFTER I GATHERED ALL INFORMATION

RELATED TO MY FLIGHT AND IF I AM THE SCCM

ON BOARD I HAVE TO LOOK FOR MORE

DETAILED INFORMATION REGARDING THE

SAFETY SECURITY AND SERVICE MATTERS AS

PART OF MY DUTY TO ENSURE IMPLEMENTING

PROCEDURES RULES AND REGULATIONS AND

TO TRAIN, MOTIVATE AND TAKING CARE OF ALL

TO ACHIEVE SAFETY AND SATISFACTION IN

GENERAL…

PICK UP TIME: I WILL BE READY AT THE PICK-UP

TIME WELL-GROOMED AFTER CHECKING THE

AVAILABILITY OF MY DOCUMENTS

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(AVAILABILITY, VALIDITY, VISA… AND ALL

OTHER ITEMS THAT I NEED AND I SHOULD

CARRY WITH ME ACCORDING TO

PROCEDURES…

WHILE WAITING FOR TRANSPORTATION TO

PICK ME UP I WILL HAVE A CUP OF COFFEE

WITH MY FAMILY OR MAY BE FRIENDS AT HOME

SHOWING HOW MUCH I AM HAPPY THAT I AM

GOING TO OPERATE THIS FIGHT…. ON MY WAY

TO THE AIRPORT AS I HAVE ALL MANUALS

DOWNLOADED IN MY MOBILE I MIGHT REMIND

MYSELF OF THE A/C TO BE READY TO

PARTICIPATE IN THE BRIEFING SAFETY

DISCUSSION TRUSTING MYSELF THAT I HAVE

BEEN TRAINED WELL I KNOW HOW TO ANSWER

AND TO ACT ON BOARD IN EMERGENCY

SITUATIONS WITHOUT PANICKING…

AT THE AIRPORT AND EVERYWHERE I FOLLOW

GROOMING PROCEDURE, WHILE IN UNIFORM I

WEAR A TRUE SMILE (AS IT IS THE KEY FOR

SUCCESS) RESPECTING ALL AT AIRPORT AND

RESPECTING, UNDERSTANDING THE SECURITY

CHECK PROCEDURE…

AT CREW CENTER I ATTEND PRE-FLIGHT

BRIEFING ON TIME WELL-GROOMED WELL

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PREPARED, LISTENING, UNDERSTANDING

PARTICIPATING, SHOWING ATTENTION WITH

CONFIDENCE AND IF I AM THE SCCM I WILL

SHOW A TRUE SMILE BEFORE EVERYTHING

THEN I WILL CONDUCT BRIEFING ACCORDING

TO PROCEDURES ENSURE THAT MY

COLLEAGUES UNDERSTAND ALL… RELATED TO

SAFETY, SECURITY AND SERVICE MATTERS

TAKING IN CONSIDERATION THAT SATISFIED

EMPLOYEES LEADS TO A SUCCESSFUL FLIGHT,

WHICH IS THE SAFE FLIGHT AND SATISFIED

PAX.

(CREW SATISFACTION, SAFETY KNOWLEDGE

COMMUNICATION AND RESPECT)I WILL TALK

ABOUT THE IMPORTANCE OF COMMUNICATION

TO ACHIEVE SAFETY AND SATISFACTION THE

SMART COMMUNICATION PROCESS AND

COMMUNICATION SKILLS …

COMMUNICATION AND RESPECTING OTHERS

POINT OF VIEW; I DO RESPECT MYSELF BY

RESPECTING OTHERS, COLLEAGUES

MANAGEMENT, COCKPIT CREW, CABIN CREW

SKY MARSHALS AND PAX…

I DO RESPECT MYSELF WHEN RESPECTING

RULES AND REGULATIONS…, I DO RESPECT

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MYSELF WHEN FOLLOWING AND

IMPLEMENTING PROCEDURES…

AT THE A/C I SHOULD CONDUCT GROUND

DUTIES PROFESSIONALLY AND REPORT TO

SCCM AS QUICK AS POSSIBLE I WILL

COORDINATE WITH MY COLLEAGUES ALL

COLLEAGUES CREW GROUND STAFF….

ACCORDING TO MY POSITION ASKING BUT NOT

ORDERING LISTENING UNDERSTANDING

RESPECTING OTHERS POINT OF VIEW AND BE

READY FOR BOARDING…

DURING BOARDING I WILL SHOW A TRUE SMILE

WHILE HELPING ASSISTING PAX CREATING A

RELAXED ATMOSPHERE CONSIDER THEM AND

TREAT THEM AS GUESTS SO I WILL NOT

HESITATE TO HELP AS MUCH AS I CAN IF I FACE

A DIFFICULT SITUATION I WILL DEAL WITH IT

PROFESSIONALLY…, I WILL ASK MY

COLLEAGUES TO HELP …, AS WELL AS I AM

GOING TO IMPLEMENT SAFETY PROCEDURES

BY SMART COMMUNICATION PROCESS USING

MY SMART COMMUNICATION SKILLS THAT I HAD

LEARNT BEFORE….( PAX BAGS, FASTEN

SEATBELT, EXITS AREA, CHILDREN, OLD PAX …)

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I SHOULD FOLLOW PROCEDURE AND

COMMUNICATE TO ACHIEVE SAFETY AND

SATISFACTION I WILL IMPLEMENT (OPENING,

CLOSING, ARMING OR DISARMING A/C DOORS

PROCEDURES …).

DURING THE FLIGHT THE MOST IMPORTANT

MATTER THAT I SHOULD BE ALERT AND

VIGILANT REGARDING SAFETY, SECURITY AND

FIRST AID MATTERS … COOPERATE AND

COORDINATE WITH MY COLLEAGUES…

I WILL CONDUCT SERVICE PROCEDURE

PROFESSIONALLY AS I LIKE MY JOB I WILL

ENJOY WORKING, ENJOY EVERY MOMENT OF

MY LIFE OFFERING HAPPINESS BY SMILING AT

ALL TIMES…, I MIGHT HAVE BEFORE THE

FLIGHT FEW COMPLICATED ISSUES BUT I

CONTROL MY EMOTIONS, I TRUST MYSELF

THAT I HAVE THE ABILITY TO DO… AND I

BELIEVE THAT I CAN USE MY SMART

COMMUNICATION SKILLS TO TALK TO

MANAGEMENT TO SOLVE THAT ISSUES

RELATED TO MY JOB…

SERVICE IS THE QUALITY … IT IS THE WAY OF

SERVING AND COMMUNICATING… A

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SUCCESSFUL FLIGHT ATTENDANT IS

SUCCESSFUL COMMUNICATOR...

NON MEAL SERVICE …. I HAVE TO

UNDERSTAND THAT MY JOB, MY WORKING

HOURS, MY OFFICE… ARE ON BOARD THE A/C

REGARDLESS HOW LONG THE FLIGHT TIME IS, I

SHOULD UNDERSTAND THAT I HAVE DUTIES

AND RESPONSIBILITIES THROUGHOUT THE

WHOLE FIGHT …

ACCORDING TO ME TO MY BELIEVES I WILL NOT

FORGIVE MYSELF IF THERE IS A THIRSTY PAX

ON BOARD OR A HUNGRY PAX ON BOARD OR

UNSATISFIED PAX ON BOARD … I HAVE BEEN

TRAINED BEFORE THAT IF I CATCH

UNSATISFIED PAX I SHOULD BE PLEASED,

WHY? BECAUSE I WILL HAVE THE CHANCE TO

CHANGE UNSATISFIED PAX TO SATISFIED PAX

AND AS A COMPANY WE WILL HAVE THE

CHANCE TO CHANGE AND IMPROVE OUR

SERVICES ON BOARD…

NON MEAL SERVICE IT IS THE ACTUAL SERVICE

ON BOARD SO I WILL CONDUCT PUBLIC

RELATIONS ON BOARD, I WILL INTRODUCE

MYSELF TO PAX, I WILL TALK TO THEM ABOUT

THE FLIGHT TO KNOW IF THEY ARE SATISFIED

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FLYING WITH US .. IF THEY HAVE ANY NEGATIVE

OR POSITIVE COMMENTS ABOUT THE FLIGHT IN

GENERAL SHOWING THAT WE DO CARE… SO

THAT I WILL GATHER INFORMATION TO BE SENT

TO MANAGEMENT TO HELP IN DECISIONS

MAKING, SO AS TO INCREASE THE NUMBER OF

PAX TRAVELLING WITH US…

DURING THE FLIGHT I MIGHT FACE OR MIGHT

FIND IT DIFFICULT TO DEAL WITH UNSATISFIED

PAX SO I WILL NOT BE THE REASON OF

DECREASING THE NUMBER OF PAX I WILL CALL

MY COLLEAGUES TO COOPERATE DEALING

WITH HIM AS TOGETHER WE CAN DO, WE CAN

SOLVE ANY PROBLEM ON BOARD, WE HAVE

THE ABILITY TO CLEAR ANY

MISUNDERSTANDING SMARTLY.

I KNOW THAT I AM NOT A DOCTOR ON BOARD

BUT I TRUST MYSELF AND COLLEAGUES THAT

WE ARE PROFESSIONAL ENOUGH TO DEAL

WITH ANY MEDICAL CASE DURING THE FLIGHT I

KNOW IF I AM GOING TO PANIC I WILL DO

NOTHING SO I TRUST IN MEDICAL INCIDENTS

PROCEDURES AND MYSELF, AS FROM TIME TO

TIME I READ AND ASK ABOUT INCIDENTS

RELATED TO MEDICAL WHICH I MIGHT FACE ON

BOARD…

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I SHOULD FOLLOW SCCM INSTRUCTIONS AS HE

WILL ORGANIZE AND DISTRIBUTE DUTIES AND

RESPONSIBILITIES ON BOARD AS WELL I

SHOULD KNOW THE CHAIN OF COMMAND… I

WILL COORDINATE WITH MY COLLEAGUES

REGARDING OUR REST ON BOARD

RESPECTING THEIR WISHES AND I WILL VISIT

COCKPIT CREW IF POSSIBLE TAKING IN

CONSIDERATION PROCEDURES, RULES AND

REGULATIONS… I WILL TAKE CARE OF MY

COLLEAGUES (SKY MARSHALS) ASKING THEM

IF THEY NEED ANYTHING DURING THE

FLIGHT….

SAFETY FIRST …. I PUT IN MIND THAT SAFETY

COMES FIRST AND SAFETY CAN BE ACHIEVED

BY PROPER WAY OF COMMUNICATION THE

SMART COMMUNICATION PROCESS WHEN

IMPLEMENTING SAFETY PROCEDURES RULES

AND REGULATIONS AT HIGH LEVEL OF

ALERTNESS AND VIGILANCE.

AT OUT STATION AS I DO RESPECT MYSELF

REPRESENTING THE COMPANY I SHOULD

RESPECT STATION AND COUNTRY RULES AND

REGULATIONS… I SHOULD KNOW WHAT IS

ALLOWED THERE AND WHAT IS NOT ALLOWED,

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I SHOULD BE MORE VIGILANT REGARDING

PERSONAL SECURITY:

PERSONAL SECURITY IS CONSIDERED TO BE

AS THE FRONT LINE FOR AVIATION SECURITY…

AVIATION SECURITY MIGHT BE AFFECTED BY

ANY WEAKNESS POINT IN PERSONAL

SECURITY, CREW SECURITY:

CREW SHOULD TAKE CARE OF THEIR

DOCUMENTS BAGS AND BELONGINGS AT BASE

AND OUT STATIONS…

CREW SHOULD READ AND KNOW WHAT’S IN

THEIR MANUAL REGARDING SECURITY ISSUES

IN GENERAL…

I SHOULD KNOW ALL RULES RELATED TO MY

STAY THERE (HOTEL’S RULES AND

REGULATION … LANGUAGE … CARRYING ITEMS

FOR OTHERS…)

AT OUT STATION LIKE THIS FLIGHT A NIGHT

STOP FLIGHT I SHOULD PREPARE MYSELF TO

OPERATE THE FLIGHT BACK TO BASE TAKING IN

CONSIDERATION THAT I HAVE 28 HOURS THERE

SO I ENJOY MY STAY (LIKE SHOPPING…) BUT I

SHOULD SLEEP WELL IN ORDER TO BE READY

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FOR OPERATING NIGHT FLIGHT THE IN-BOUND

SECTOR…

AS IT IS GOING TO BE A NIGHT FLIGHT I SHOULD

BE MORE ALERT FOR SAFETY MATTERS

SPECIALLY WHEN MY COLLEAGUES START

THEIR REST, I WILL TRY TO FIND DIFFERENT

WAYS TO BE ALERT IF I FEEL SLEEPY LIKE

MOVING IN THE CABIN AND CONDUCTING

PUBLIC RELATION WITH PAX, OFFERING DRINKS

FOR THEM … LOOKING FOR ANY PAX NEEDS …

LANDING AT BASE I FOLLOW DISEMBARKATION

PROCEDURE AND POST FLIGHT PROCEDURE

ACCORDING TO MY DUTIES AND

RESPONSIBILITIES…

AS SCCM ( SENIOR CABIN CREW MEMBER ) AND

BESIDES TO WHAT MENTIONED…, I HAVE

OTHER DUTIES AND RESPONSIBILITIES WHICH

SHOULD BE IMPLEMENTED ACCORDING TO

PROCEDURE BUT MORE THAN THAT SCCM

SHOULD LOOK FOR MORE DETAILS ABOUT THE

FLIGHT…

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PRE-FLIGHT PREPARATION:

I WILL PREPARE ALL INFORMATION, FLT

DOCUMENTS AND FORMS…

I WILL REPORT TO PRE-FLIGHT BRIEFING WELL-

GROOMED, WELL-PREPARED AND ON TIME. I

WILL CONDUCT BRIEFING AS PER PROCEDURE

(INTRODUCTION, DOCUMENTATION,

GROOMING/UNIFORM, BRIEFING POINTS &

CIRCULARS, FLIGHT INFORMATION & DETAILS,

F/AS ASSIGNMENTS, SERVICE PLAN, SAFETY

DISCUSSION, CREW COMMUNICATION AND

COORDINATION. I WILL TALK ABOUT THE

IMPORTANCE OF CONDUCTING SECURITY

SEARCH PROFESSIONALLY…

AT THE A/C: FLIGHT PREPARATION, PRE-

PASSENGER BOARDING PREPARATION, PAX

BOARDING (WCHR), REFUELING PROCEDURE

DURING BOARDING, ALL PASSENGERS

ONBOARD, A/C DOCUMENTS, CLOSING DOORS,

SAFETY MEASURES, PRE TAKE-OFF

PREPARATIONS SHOULD BE CONDUCTED

ACCORDING TO PROCEDURE….

DURING THE FLIGHT: SERVICE WILL BE

ACCORDING TO PROCEDURE I WILL BE

HELPING IN Y/C AND J/C, HANDLING

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ENTERTAINMENT SYS AND CABIN LIGHTING SYS

PROFESSIONALLY. TURBULENCE PROCEDURE

WHEN FASTEN SEAT BELT SIGN TURNED ON,

TAKING CARE OF ALL PAX AND COLLEAGUES.

CREW REST I WILL TAKE IN CONSIDERATION

SAFETY, COORDINATING WITH COCKPIT CREW

RESPECTFULLY AND PROFESSIONALLY …. .

IN GENERAL I SHOULD BE HELPFUL,

COOPERATIVE AND FRIENDLY…. I HAVE THE

ABILITY TO COMMUNICATE AND SATISFY ALL….

BY LISTENING, THINKING, TALKING, SMILING

AND RESPECTING, UNDERSTANDING OTHERS

POINT OF VIEW.

CONDUCTING PUBLIC RELATIONS PRINCIPLES

WHEN DEALING WITH J/C PAX AND Y/C PAX….

- PA ANNOUNCEMENTS SHOULD BE LOUD,

CLEAR AND ACCORDING TO THE

ANNOUNCEMENT BOOKLET.

- ENTER ALL SNAGS IN THE ACL & IFE..

DRING THE FLIGHT IN GENERAL I SHOULD TAKE

CARE OF ALL A/C COCKPIT CREW CABIN CREW

PAX I WILL ENSURE IMPLEMENTING SAFETY

SECURITY AND SERVICE PROCEDURE TAKING

IN CONSIDERATION THAT IN ORDER TO

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ACHIEVE SAFE FLIGHT THERE SHOULD BE

VERY GOOD RELATION BETWEEN ALL CABIN

CREW AND COCKPIT CREW AND SKY

MARSHALS…

SCCM REPRESENTING MANAGEMENT ON

BOARD SO I SEARCH FOR GOOD POINTS AND

MOTIVATE, SEARCH FOR NEGATIVE POINTS TO

CORRECT, I WILL SEND FEEDBACK TO

MANAGEMENT ABOUT ALL POINTS OR

INCIDENTS.

I WILL BE WITH MY COLLEAGUES WORKING

WITH THEM BY BEING A GOOD EXAMPLE I WILL

TRAIN AND MOTIVATE THEM TO GET HIGH

LEVEL OF PRODUCTIVITY

I WILL BE READY AT ALL TIMES… SELF-

CONFIDENT AND SELF-CONTROL TO SOLVE

ANY PROBLEM OR MISUNDERSTANDING …

I WILL BE SATISFIED WHEN I ACHIEVE MY

OBJECTIVES ASPIRATIONS STARTING FROM

SAFE FLIGHT AND SATISFACTION…

I DID THE FLIGHT, I AM HAPPY AS I SUCCEEDED

TO OPERATE THIS FLIGHT I AM A SUCCESSFUL

RESPECTFUL FLIGHT ATTENDANT I LIKE MY

JOB … I ENJOYED EVERY MOMENT AND I WILL

27

BE HAPPY TO OPERATE MORE FLIGHTS

LOOKING FORWARD TO ACHIEVE SUCCESS

ALWAYS, I AM VERY PROUD OF MYSELF…VERY

PROUD TO BE THE SUCCESSFUL, RESPECTFUL

FLIGHT ATTENDANT.

THAT WAS AN EXAMPLE OF HOW TO THINK

POSITIVELY …HOW TO DO YOUR JOB

PROPERLY HOW TO BE SUCCESSFUL

RESPECTFUL FLIGHT ATTENDANT

YOU ARE LOOKING FORWARD TO ACHIEVE

YOUR OBJECTIVES AT SAME TIME YOU SHOULD

FIND THE KEY OF SUCCESS IT IS

COMMUNICATION IT IS THE SMART

COMMUNICATION PROCESS….

28

SMART COMMMUNICATION THEORY

THE SMART COMMUNICATION PROCESS

DEPENDS ON THREE ELEMENTS (KNOWLEDGE,

SMART SKILLS AND POSITIVE THINKING)

WHICH AIMS TO ACHIEVE SAFETY AND

SATISFACTION.

KNOWLEDGE: LIKE SAFETY AND SERVICE

PROCEDURES…

SMART SKILLS: LISTENING, UNDERSTANDING,

CONTROLLING AND MANAGING STRESS....

29

POSITIVE THINKING: THE ABILITY TO THINK,

ACCEPT, EXPECT, CREATE, CHOOSE, DECIDE,

ACHIEVE AND MANAGE….

OUT OF MY EXPERIENCE COMMUNICATION

TYPES ARE:

COLD (COMMUNICATION ) (SAFETY MIGHT

BE AFFECTED NEGATIVELY)

HOT (COMMUNICATION) SAFETY WILL BE

AFFECTED NEGATIVELY)

SMART(COMMUNICATION) SAFETY

SHOULD BE ACHIEVED AND AFFECTED

POSITIVELY…

SAFETY MIGHT BE AFFECTED BY (COLD)

COMMUNICATION NEGATIVELY; NO

REACTION, COMMUNICATION BARRIERS,

OR THE NEGATIVE WAY OF

COMMUNICATION.

(HOT) COMMUNICATION ; COMMUNICATION

CONSIDERED TO BE (HOT) WHEN IT

LEADS TO CONFLICT, THEN AFFECTS

SAFETY NEGATIVELY … IF WE DON’T

KNOW HOW TO MANAGE STRESS, HOW TO

MANAGE ERRORS… CONFLICT WILL BE

30

THERE (HOT COMMUNICATION) THEN

ERROR AFTER ERROR SAFETY WILL BE

AFFECTED NEGATIVELY…

(SMART) COMMUNICATION: WHEN WE

IMPROVE OUR SAFETY KNOWLEDGE, OUR

COMMUNICATION SKILLS AND THE WAY OF

THINKING, WE WILL BE GOOD

COMMUNICATORS.

DEFINITIONS: COMMUNICATION ACCORDING TO

SAFETY COMMUNICATION THEORY IS A SMART

DEALING PROCESS AIMS TO ACHIEVE SAFETY…

A SMART COMMUNICATION PROCESS; MEANS

THE PROCESS OF SHARING INFORMATION…

WHICH LEADS (TO ACHIEVE SAFETY), IT

INCLUDES SKILLS LIKE, LISTENING,

UNDERSTANDING, CONTROLLING EMOTIONS

AND MANAGING STRESS.

WE NEED TO IMPROVE OUR (COMMUNICATION

SKILLS) TO BE AT HIGH LEVEL OF

PROFESSIONALISM… THE WAY WE TALK … THE

WAY WE DEAL WITH EACH OTHER, CUSTOMER

(PASSENGERS)…

WE SHOULD KNOW THAT CULTURE IS

DIFFERENT FROM PERSON TO ANOTHER… SO

31

WE HAVE TO HAVE AN IDEA ABOUT OTHERS’

CULTURES ….WE SHOULD PUT IN MIND THAT

WE COMMUNICATE TO ACHIEVE SAFETY.

SMART COMMUNICATION SKILLS

1. LISTENING

2. UNDERSTANDING

3. TALKING

4. RESPECTING

5. THE ABILITY TO CONTROL AND WATCH

YOUR BODY LANGUAGE

6. THE ABILITY TO CHOOSE YOUR WORDS,

TO CONTROL YOUR REACTION AND TO

MANAGE STRESS

7. THE ABILITY TO PERSUADE

8. CONFIDENCE

9. ADAPTABILITY

FINALLY BY SMART COMMUNICATION

(KNOWLEDGE + SMART SKILLS + POSITIVE

THINKING) WE CAN ACHIEVE SAFETY AND

SATISFACTION.

32

EMERGENCY COMMUNICATION

THEORY

EMERGENCY COMMUNICATION THEORY

DEPENDS ON: ONE PRINCIPLE AND THREE ELEMENTS. THE PRINCIPLE IS (SMART

COMMUNICATION PROCESS), (SMART COMMUNICATION IS A SMART DEALING

PROCESS BY USING KNOWLEDGE, SMART SKILLS AND POSITIVE THINKING TO ACHIEVE

SAFETY.

THE THREE ELEMENTS :

1) ATTENTION. 2) SAFETY PROCEDURE

3) DANGER …..

DETAILS: TO CLEAR THE IDEA… IMAGINE THAT

YOU ARE ON BOARD A FLIGHT FROM A TO X

33

AND SUDDENLY, YOU HAVE FIRE IN ONE OF THE

A/C TOILETS, (FIRE WAS EXTINGUISHED BY

CABIN CREW), BUT SMOKE STILL THERE

EVERYWHERE IN THE CABIN AND YOU HAVE TO

PROTECT PASSENGERS FROM SMOKE,

THROUGH SMART COMMUNICATION PROCESS

(THINKING IN A SECONDS)…THEN PICK UP THE

INTER-PHONE AND CHOOSE P/A

ANNOUNCEMENT, YOUR MESSAGE WILL BE

(ATTENTION PASSENGERS, STAY LOW,

BREATHING THROUGH TOWELS, CLOTHES,

SMOKE IS KILLING, SMOKE EVERYWHERE,

CAPTAIN INFORMED ).

EMERGENCY COMMUNICATION THEORY:

1) ATTENTION ( ATTENTION PASSENGERS: MEANS THAT ALL PASSENGERS SHOULD PAY

ATTENTION WHEN THEY HEAR THIS WORD, AS THEY KNOW THAT THIS WORD MEANS VERY

IMPORTANT ACTION MIGHT BE REQUIRED…) .

2) (SAFETY PROCEDURE); REMINDING … (STAY

LOW, BREATHING THROUGH TOWELS,

CLOTHES), YOU HAVE TO CHOOSE YOUR

WORDS, IT SHOULD BE CLEAR AND

UNDERSTANDABLE…, ORDERING AND

REMINDING ALL OF THE SAFETY PROCEDURE

34

IN SUCH CASE, WHICH IS STAYING LOW AND

BREATHING USING CLOTHES, TOWELS…

3) ( DANGER ) SMOKE IS KILLING, THIS MEANS

THAT YOU ARE WARNING PASSENGERS AND

INFORMING THEM OF THE DANGER FACT SO, IF

THEY DON’T STAY LOW AND BREATH THROUGH

TOWELS, OR CLOTHES… SMOKE WILL CAUSE

SUFFOCATION…

EXPLANATION; (SMOKE EVERYWHERE,

CAPTAIN INFORMED) SMOKE EVERYWHERE

DON’T THINK TO MOVE TO OTHER AREA.

(CAPTAIN INFORMED) – POSITIVE,

PSYCHOLOGICAL EFFECTS- THIS IS TO ASSURE

YOU THAT OUR PILOT IN COMMAND STILL

THERE AND INFORMED ABOUT THE SMOKE IN

THE CABIN AND HE IS GOING TO TAKE AN

ACTION….

NOTE: WHEN INFORMING CAPTAIN AS WELL

SAME SEQUENCE SHOULD BE FOLLOWED AS IT

AFFECTS HIM PSYCHOLOGICALLY, WHAT I

MEAN, YOU SHOULD FIRST REMIND HIM OF THE

SAFETY PROCEDURE BEFORE TELLING ABOUT

DANGER LIKE (CAPTAIN, SMOKE BARRIER AND

SMOKE REMOVAL PROCEDURE, AS WE ARE

35

HAVING SMOKE EVERYWHERE IN THE

CABIN….).

INSTRUCTIONS:

1- DO NOT PANIC.

2- REMEMBER THE IMPORTANCE OF TIME

3- YOUR MESSAGE SHOULD BE IN BRIEF.

4- CLEAR AND EFFECTIVE WORDS.

5- STARTING WITH ATTRACTING ATTENTION.

6- REMINDING OF THE (SAFETY) EMERGENCY

PROCEDURE; WHAT TO DO BEFORE

MENTIONING (THE TYPE OF DANGER) AS

MENTIONING DANGER FIRST WILL AFFECT

NEGATIVELY ON A PERSON, THEN SAFETY

PROCEDURE …

7- THE FACT OF THE EMERGENCY SITUATION AND

ITS EFFECTS (DANGER).

8- ASSURE AND REASSURE TO AVOID SHOCK OR

ANY NEGATIVE REACTION.

9- OBSERVE FEEDBACK ( NONE VERBAL

COMMUNICATION )

AS A REFERENCE FOR THIS THEORY WE

SHOULD UNDERSTAND WHAT MENTIONED IN

THE HOLY BIBLE AND QURAN ABOUT ANTS:

36

THE HOLY BIBLE

( 6سفر األمثال الكتاب المقدس )االنجيل( (6 :

ل طرقها وكن حكيما" "اذهب إلى النملة أيها الكسالن . تأم

THE HOLY BIBLE PROVERBS 6:6 - GO TO THE

ANT, THOU SLUGGARD; CONSIDER HER WAYS,

AND BE WISE:

SO LET US LEARN FROM ANT, ACCORDING TO

THE HOLY BIBLE AND ALQURAN… SAFETY AND

EMERGENCY COMMUNICATION…

(ALQURAN) THE STORY OF ANT WITH PROPHET

(SULAIMAN IN SORAT AL NAML, AYA 18, AS IN

FEW WORDS AN ANT SAVED MILLIONS OF ANTS

BY SMART COMMUNICATION PROCESS WITH

SMART COMMUNICATION SKILLS TO ACHIEVE

SAFETY…

37

ALQURAN القرآن

)حتى إذا أتوا على وادي النمل قالت نملة يا أي ها النمل ادخل وا

مساكن كم ال يحطمن كم سليمان وجنوده وهم ال يشعرون (

NOTE: THIS IS THE TRANSLATION OF THE

MEANING OF A PART OF AYA 18 SORAT

ALNAML.IN ALQURAN:

AN ANT SAID, "ATTENTION ALL ANTS, ENTER

YOUR HOUSES OTHERWISE SULAIMON AND HIS

SOLDIERS WILL CRUSH YOU WHILE THEY

DON’T FEEL IT."

WE LEARN FROM THIS STORY “THE SMART

COMMUNICATION PROCESS WHICH AFFECTS

SAFETY POSITIVELY”…

AN ANT HAS SMART COMMUNICATION SKILLS,

SO (SHE) FOLLOWED SMART COMMUNICATION

PROCESS AND SAVED MILLIONS OF ANTS…

LET US SEE HOW SHE DID THAT; FIRST OF ALL

SHE HAD SMART SKILLS LIKE;

* LISTENING (FEELING),( SHE WAS THE FIRST

ONE TO KNOW TO DISCOVER THAT THE KING,

PROPHET SULAIMAN AND HIS ARMY WERE ON

38

THEIR WAY TO PASS BY THE ANTS’ VALLEY

(THE DANGER ).

* SAFETY FIRST, ALL ANTS SAFETY, WHAT TO

SAY, WHICH WORDS SHE IS GOING TO CHOOSE,

TO FORM HER MESSAGE…

* NOTE: SHE (SAID) …SHE DID NOT SHOUT IN-

SPITE OF THE EMERGENCY CASE WHY SAID…

SHE DID NOT WANT TO SHOUT, SO AS NOT TO

SCARE THE ANTS, NOR TO CONFUSE THEM….

SHE HAS COMMUNICATION SKILLS

* SHE WANTED EVERY ANT TO HEAR, SO SHE

USED TWO LETTERS TO ATTRACT THE

ATTENTION OF THE ANTS ONE FOR FAR AWAY

ANTS AND THE OTHER ONE FOR THE NEAREST

ANTS…

* SHE HAS OTHER SKILLS LIKE (STAYING CALM,

CONFIDENT, ASSERTIVE …)

* KNOWLEDGE AND TIME (SHE KNEW THE

PSYCHOLOGICAL EFFECTS OF WORDS, SHE

KNEW THE SAFETY PROCEDURES IN SUCH

CASES, TIME HOW MANY MESSAGE, NUMBER

OF WORDS TO PROTECT THEM…

39

*SMART COMMUNICATION THEORY

(KNOWLEDGE, SMART SKILLS AND POSITIVE

THINKING…) TO ACHIEVE SAFETY…

*EMERGENCY COMMUNICATION THEORY

(ATTENTION, SAFETY PROCEDURE THEN

DANGER…)

DETAILS: SHE SAVED MILLIONS OF

ANTS…NONE OF THE ANTS SAY ANYTHING OR

ASK A QUESTION, THAT MEANS THEY

UNDERSTOOD AND STARTED IMMEDIATELY

IMPLEMENTING THE SAFETY PROCEDURE,

VERBAL COMMUNICATION AND THE REACTION

WAS NON-VERBAL COMMUNICATION WHICH

MEANS THAT HER MESSAGE WAS CLEAR AND

UNDERSTANDABLE:

1- SHE SAID HEY YOU ANTS (TAKING CARE

OF ALL THE FAR AWAY AND THE

NEAREST…) LIKE IF YOU SAY ATTENTION

ALL…

2- ENTER YOUR HOUSES (SHE REMINDED

THEM OF THE SAFETY PROCEDURE…

WHAT THEY SHOULD DO IN THIS CASE.

SHE CHOSE HER WORDS, SHE SAID

40

ENTER SHE DID NOT SAY RUN OR JUMP

OR … SHE DID NOT WANT TO CONFUSE

THEM, SO WITH THE WORD ENTER SHE

WANTED TO PROTECT THEM WITHOUT

CAUSING ANY HURT TO ANY OF THEM,

WHILE ENTERING THEIR HOUSES AND THE

ENTRY PROCESS WILL BE ORGANIZED SO

SHE CHOSE ENTER WHICH HAS A

MEANING OF NOT TO PANIC, OR RUSH

THERE…

3- ENTER YOUR HOUSES: THE WORD

HOUSES IN ARABIC MEANS MASAKEN AND THIS

WORD RELATED TO SAKEENAH AND SOKOON

WHICH MEANS IN ENGLISH PEACEFUL HOUSE,

SO IN SPITE OF SHE IS WARNING FROM A

DANGER SHE TRIED TO CHOOSE A SPECIAL

CALM WORDS IN ORDER NOT TO AFFECT

SAFETY NEGATIVELY …AND SHE DID NOT

REPEAT THE WARNING SHE SAID ANOTHER

LETTER ONLY IN BRIEF TO ASSURE THE

REQUEST AS ITS TIME TO IMPLEMENT THE

SAFETY PROCEDURE THEN SHE CONTINUED

HER MESSAGE TO TELL ABOUT THE DANGER,

SO BY THAT SHE DID NOT GIVE THE CHANCE

FOR THOUSANDS ANTS WHO WANTED TO ASK

WHY…, IN ORDER TO SAVE TIME.

41

4-“OTHERWISE YOU WILL BE CRUSHED BY

PROPHET SULEIMAN AND HIS SOLDIERS” (THAT

WAS THE DANGER, THE FACT OF THE

DANGER)…

5- HER MESSAGE WAS (ATTENTION, SAFETY

PROCEDURE AND DANGER), EMERGENCY

COMMUNICATION THEORY.

AN ANT ACHIEVED SAFETY;

SHE WAS THINKING, TALKING, ORDERING,

REMINDING, WARNING, INFORMING, WATCHING,

AND BRIEFING, ALL IN FEW WORDS.

THIS IS HOW COMMUNICATION AFFECTS

SAFETY WE SHOULD LEARN FROM THIS STORY

THAT WE HAVE TO FOCUS ON

COMMUNICATION WE HAVE TO IMPROVE OUR

COMMUNICATION SKILLS TO ACHIEVE SAFETY.

42

THEN I WAS THINKING OF HUMAN ERRORS AND

THREATS, WHICH MIGHT LEAD TO DISASTERS, I

WAS ASKING MYSELF, COLLEAGUES … AND

ANSWERING…, THAT THERE SHOULD BE A

METHOD TO FOLLOW IN ORDER TO PUT AN

END, REDUCE OR AVOID ERRORS…

IN SPITE OF FOCUSING ON ERRORS THREATS

AND HOW TO AVOID THROUGH SPECIAL

COURSES …, WE ARE STILL FACING ERRORS,

THREATS EVERY DAY… SO WHAT IS THE

PROBLEM?.

I THINK THAT THE PROBLEM IS ERROR, THE

REASON IS COMMUNICATION, AND THE

SOLUTION WILL BE SAFE FLIGHT THEORY.

SAFE FLIGHT THEORY IS A NEW CLEAR

METHOD FOR AIRLINES INDUSTRY TO BE

FOLLOWED TO ACHIEVE SAFE FLYING.THE

THEORY IS DISCUSSING COMMUNICATION AND

COMMUNICATION AND COMMUNICATION AS

MAIN PRINCIPLE TO ACHIEVE SAFETY.

43

SAFE FLIGHT THEORY

SAFE FLIGHT THEORY IS AN IDEA AND A

METHOD FOR SAFE FLYING. IT PRESENTS THE

PRINCIPLES OF SAFE FLIGHT

(COMMUNICATION, SAFETY PROCEDURE AND

(SAFETY) SATISFACTION).

COMMUNICATION SHOULD BE CONSIDERED AS

A BASE FOR UPDATING & UPGRADING A

SYSTEM WHICH WILL PROVIDE, CONTROL AND

OBSERVE THE IMPLEMENTATION OF SAFETY

PROCEDURES AND SAFETY- SATISFACTION. I

CONSIDERED COMMUNICATION AS A BASE FOR

SAFE FLIGHT. COMMUNICATION IS STANDING

44

BEHIND ERRORS AND THREATS PUSHING THEM

FORWARD AND THE ONLY WAY TO STOP AND

PREVENT ERRORS IS TO FOLLOW A SMART

COMMUNICATION PROCESS…

SAFETY PROCEDURES IS A SET OF

PROCEDURES REQUIRED TO BE IMPLEMENTED

THROUGH SMART COMMUNICATION PROCESS

AS THE WAY OF COMMUNICATION AFFECTS

THE IMPLEMENTATION OF SAFETY

PROCEDURES…

(SAFETY) SATISFACTION; THE SAFETY-

SATISFACTION OF EVERYONE WHO IS

CONSIDERED TO BE AS A PART OF THE

FLIGHT…COCKPIT CREW, CABIN CREW,

(PASSENGERS), OTHER EMPLOYEES,…SAFETY-

SATISFACTION THROUGH SMART

COMMUNICATION PROCESS AS THE WAY OF

COMMUNICATION AFFECTS SATISFACTION

WHICH WILL EFFECT ON SAFETY.

IMPLEMENTING SAFETY PROCEDURES AND

TAKING IN CONSIDERATION SAFETY-

SATISFACTION AS A PRINCIPLE AND A SOURCE

FOR SAFETY BY (SMART COMMUNICATION

PROCESS), WE WILL PUT AN END TO ERRORS,

THREATS AND ACHIEVE SAFETY…

45

COMMUNICATION ACCORDING TO SAFE FIGHT

THEORY: IS A SMART DEALING PROCESS BY

SMART COMMUNICATION SKILLS, WHICH AIMS

TO ACHIEVE SAFE FLYING.

COMMUNICATION SHOULD BE THROUGH

SMART COMMUNICATION PROCESS, WHILE

IMPLEMENTING SAFETY PROCEDURES AND

SATISFACTION PROCEDURES. WE SHOULD PUT

IN MIND THAT WE COMMUNICATE TO ACHIEVE

SAFETY.

WE NEED TO IMPROVE OUR (COMMUNICATION

SKILLS), I FOUND THAT PEOPLE DURING

COMMUNICATION PROCESS ARE HEARING BUT

NOT LISTENING, LOOKING BUT NOT THINKING,

SPEAKING BUT NOT TALKING AND FOCUSING

ON THEIR BODY LANGUAGE, FORGETTING

CULTURE AND EVERYTHING ELSE. WE NEED TO

IMPROVE OUR (COMMUNICATION SKILLS) …

THE WAY WE TALK, THE WAY WE DEAL WITH

EACH OTHER, CUSTOMERS (PASSENGERS)…,

WE SHOULD KNOW THAT CULTURE IS

DIFFERENT FROM PERSON TO ANOTHER…

46

THIS IS TO ASSURE YOU, IF WE ARE NOT GOING

TO FOCUS ON COMMUNICATION, WE WILL

REMAIN RUNNING IN A CIRCLE THINKING OF

HOW TO STOP ERRORS AND THREATS WHILE

THE SOLUTION IS IN FRONT OF US, IT’S

COMMUNICATION, IT’S THE SAFE FIGHT

THEORY AND BY FOLLOWING SAFE FLIGHT

THEORY WE CAN ACHIEVE SAFE FLYING…

47

THIS IS JUST A NOTE FROM A SENIOR CABIN

CREW MEMBER (CABIN MANAGER) WITH 25

YEARS OF EXPERIENCE….

I DO RESPECT THE INVESTIGATORS POINT OF

VIEW …, I DO UNDERSTAND AND RESPECT

AVIATION EXPERTS WHO WERE SEARCHING

AND GATHERING INFORMATION THEN

ANALYZING AND TAKING DECISIONS

REGARDING AVIATION ACCIDENTS, I DO

RESPECT ALL INTERNATIONAL CIVIL AVIATION

ORGANIZATIONS, BUT I THINK THAT WE MIGHT

FACE MORE ACCIDENTS IF WE DON’T FOCUS

ON THESE ISSUES:

1- THINKING OF SAFETY FIRST IS A

PROTECTION FOR AIRLINE COMPANIES AND A

PREVENTION OF ACCIDENTS AND INCIDENTS

AS THINKING OF PROFITS FIRST WILL AFFECT

SAFETY NEGATIVELY, THEN THE RESULT WILL

BE ACCIDENTS AND INCIDENTS…

AVIATION

48

2- CREW (DUTY TIME LIMITATIONS AND REST

REQUIREMENTS) HAS TO BE REVISED…THIS

ISSUE IS ONE OF THE REASONS BEHIND

ACCIDENTS. ACCORDING TO ME (THE DUTY

TIME LIMITATIONS) RULES AND REGULATIONS,

SHOULD BE CHANGED TO ANOTHER ONE THAT

TAKES IN CONSIDERATION SAFETY FIRST … I

AM NOT GOING TO TALK ABOUT THAT IN

DETAILS, BUT IN GENERAL CREW ARE

SUFFERING FROM (DUTY TIME LIMITATIONS)

WHICH AFFECT SAFETY NEGATIVELY…

3- DECISION MAKERS SHOULD TAKE IN

CONSIDERATION SAFETY FIRST, BY THINKING

MANY TIMES BEFORE ASSIGNING CREW TO

OPERATE A FLIGHT WITH THREE (TAKE-OFF)

AND THREE (LANDING), ROUND TRIP FLIGHTS,

AND THE NIGHT STOP AFTER LONG FLIGHT

SECTOR…BY INCREASING CREW

MANNING AND OTHER EMPLOYEES MANNING…

4- COMMUNICATION AND COMMUNICATION

AND COMMUNICATION I AM REPEATING

COMMUNICATION IS CONSIDERED TO BE AS A

BASE FOR SAFE FLYING IF WE ARE NOT GOING

TO FOCUS ON COMMUNICATION WE WILL

49

REMAIN RUNNING IN A CLOSED CIRCLE OF HOW

TO STOP ERRORS AND ACCIDENTS …

5- IT’S THE TIME FOR THINKING POSITIVELY.

FOR WATCHING, OBSERVING, EXPECTING,

LOOKING FOR THE ACTUAL REASONS… AND

PREVENTING ACCIDENTS…, THE TIME TO PUT

IN MIND SAFETY FIRST AS A PRINCIPLE…

I THINK THAT THE ISSUES -MENTIONED ABOVE

IN BRIEF ARE VERY IMPORTANT FOR SAFE

FLYING AND FOR AVOIDING AVIATION

ACCIDENTS.

MOHAMMAD JBARA 2016