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The most important skill you need to be a Flight Attendant
03-27-2011, 05:15 PM
Post: #1
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Quote:How to Communicate Better

Being a Flight Attendant means interacting with Passengers. It is the
same in a Cabin Crew Interview; you must interact with the interviewers.
If you don't make a positive impression on the interviewer you will never
get to be a Flight Attendant so it's THAT important.

This Article is a basic introduction to some communication skills that will
get you a job as a Flight Attendant.

Types of Communication.

There are basically two relevant types of communication in dealing with
passengers- Verbal and Non-verbal (there is also written but try and
leave the guy in 23B a note about not having his vegetarian meal and see
how that works out ;-).

Verbal Communication

With Verbal Communication there are two things to consider



It’s obvious that if you sound annoyed or angry the passenger or
interviewer will not feel positive towards your comments. Also be careful
of sounding flippant or boastful as this too is a put-off.

Sarcasm is of course the biggest turn off for most people. Actively listen
to what the interviewer/passenger has to say and respond in an
interested , friendly but professional tone.

Same at the interview, practise these skills as they aren’t natural to some

It’s also true that the tone or timbre of your voice is important although
harder to personally gauge. Ask people's opinion on how “pleasant” your
voice is. Try varying your tone and pitch.

Chose your words carefully!

You should never belittle or embarrass a passenger; you should never
appear bossy or dismissive in your response.

When dealing with passengers and interviewers these are very important
to how you are perceived and this is down to your verbal and non-verbal
communication skills..

Non Verbal Communication

How you dress and look

Of course this is just as important and Flight Attendants will have
uniforms. Make sure you read our articles about dress and make-up to
get some more detail.

How long and how much eye contact you should make

Eye contact shows that you are interested in what the person has to say.
Don’t over do it , you might be seen as staring.

Gestures & Body Language

Be careful as gestures are interpreted differently with various cultures.

Don’t fold your arms or lean against the cabin door , as I saw on a recent

Leaning forward to engage the person you’re talking to will show your
interest. 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.


Don’t slouch , slump or show the soles of your feet (especially rude in
some parts of the world)


It pays not to stink , it’s great to smell nice.

Smell nice. Be mindful of body odor. Perfume is a personal choice so make
sure you don’t over do it, the plane is a small enclosed space.

Facial Expressions

SMILE, don’t frown , don’t roll your eyes.


Good communication is the basis of passenger satisfaction and as such it
is essential you demonstrate your ability to communicate in your interview

"Learn from mistake" is totally not suitable for a pilot. You might be don't have chance to fly again after you did a mistake. You can only learn from people's mistake.

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