IAS M3.1 theme 1

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Slide 1: Slide
EngelsMBOStudiejaar 1

This lesson contains 50 slides, with interactive quizzes, text slides and 5 videos.

Items in this lesson

Slide 1 - Slide

All the chapters that belong to Theme 1
  • Theme 1: before your flight

  • Chapter 1: service
  • Chapter 2: fit to fly
  • Chapter 3: CA and your social life
  • Chapter 4: Your schedule
  • Chapter 5: Sign in & briefing
  • Chapter 6: Japanese culture

Slide 2 - Slide

Which "hats" do you wear as an aviation service provider?

Slide 3 - Mind map

The different hats of an aviation service provider:
  • safety professional
  • firefighter
  • police officer
  • psychologist
  • entertainer
  • childcare provider
  • social worker
  • etc....

Slide 4 - Slide

Slide 5 - Video

Pick two moments that stuck with you, and why?

Slide 6 - Open question

Slide 7 - Video

Pick five items that took you by surprise

Slide 8 - Open question

Roleplay
  • Together, come up with an interesting situation.
  • It has to be related to hospitality (shop, airplane, restaurant, etc).
  • 1 plays the customer + 1 plays the service provider
  • The service provider makes mistakes on purpose (but subtle).
  • The customer responds (how does it make you feel?).
  • Other students will reflect on the things that didn't go well (be kind!)
  • Afterwards you will roleplay the same situation but you act like you should!

Slide 9 - Slide

basic service provision
good service provision
You respond to passengers' questions.
You listen to passengers' questions, repeat the question and try to come up with a solution together and ask follow-up questions.
You nod in a friendly way when a passenger looks at you.
You demonstrate an open mind and an open attitude, you approach a passenger as soon as you notice that the passenger is looking at you.
You calmly wait until a passenger approaches you.
As soon as passengers embark, you repond proactively when you notice that a passenger could use your help.

Slide 10 - Slide

Slide 11 - Slide

Slide 12 - Slide

What is fit to fly?

Slide 13 - Mind map

Slide 14 - Link

Medical check
what will be checked?

  • Your eyes
  • Blood
  • Vaccinations

Approval to fly

Slide 15 - Slide

Flying and stress
Positive and negative stress - difference?
Causes of stress in daily life:          
Work: 
  • Working together, career, schedule, customers.
At home: 
  • Relationship, family, changes in your life
               

Slide 16 - Slide

Positive stress talk page 13
  1. What makes you stressed? 

Slide 17 - Slide

How can you recognise stress?

Emotional symptoms
  • Irritated/sensitive
  • Difficulty relaxing
  • Feeling bad/alone/depressed


Physical symptoms
  • Low energy
  • Headache, stomach ache
  • Pain, muscle pain
  • Chest pain  
Cognitive symptoms
  • Forgetfulness
  • Difficulty focusing
  • Poor Judgement

Slide 18 - Slide

Fit to fly

  • Eating
  • Drinking
  • Sports and Exercise
  • Sleeping and relaxing

Slide 19 - Slide

When do you call in sick?

Slide 20 - Open question

What happens when you call in sick?
  • The airline has to find someone else to cover for you;
  • they will call someone from standby;
  • some companies have home or airport standy;
  • this colleague needs to be at Schiphol within an hour;
  • your roster will be cleared and this might effect your entire month.

Slide 21 - Slide

Would you call in sick when you have a cold?
A
yes
B
no, having a cold doesn't mean you're sick
C
only if I can't clear my ears

Slide 22 - Quiz

Slide 23 - Video

Group assignment:
Think about the following situations, will you be allowed to fly?
  • pregnancy
  • after a visit to the dentist
  • use of medicine (cough sirup, sleep medication, drugs)
  • use of alcohol
  • after donating blood
  • stress
  • diving
  • tropical diseases 

Slide 24 - Slide

Group assignment:
possible answers
  • pregnancy: no, some airlines until 12 weeks
  • after a visit to the dentist: be careful with root canal and medication
  • use of medicine (cough sirup, sleep medication, drugs): drugs is a big no! Also, be careful with antihistamines
  • use of alcohol: stop drinking 10 hours before the flight, don't be drunk 24 hours before the flight
  • after donating blood: you cannot fly for 24 hours
  • stress: negative impact on how you operate
  • diving: 48 hours before and after flying
  • tropical diseases: be cautious!

Slide 25 - Slide

Slide 26 - Video

Slide 27 - Slide

Hoofdstuk 3 CA and your social life
Leisure time
Life as a CA has quite an impact in your personal and social life
You can make a request for a flight 6 weeks in advance. 
For a wedding you want to attend or a certain flight you want to have.

Slide 28 - Slide

On which kind of days would you REALLY LIKE to have days off?

Slide 29 - Mind map

Can you name a few apps that you could use to prepare your flight?

Slide 30 - Mind map

Tips:
  • Google Maps
  • Tripadvisor
  • Facebook groups (KLM: Blue Planet)
  • Currency apps
  • Google Translate
  • Website: WikiPedia!

Slide 31 - Slide

How to prepare for flights professionally?
  • You know where you are going: Tokyo!;
  • you check the company Ipad and know what your working position will be;
  • you can check the loads a few days before the flight;
  • you check who your colleagues are;
  • watch videos on the Ipad about the Japanese culture;
  • find some useful phrases in Japanese. 

Slide 32 - Slide

Class assignment:

  • find the fastest way to get to Schiphol on December 5th:
  1. from trainstation Zwolle
  2. from a friend's place in Zandvoort (Van Lennepweg)
  3. from your aunt's place in Amsterdam (Elzenhagensingel / Amsterdam North)

  • find out when you are doing a:
  1. morning flight (05.30 reporting time Schiphol)
  2. evening flight (20.05 reporting time Schiphol)

Slide 33 - Slide

Slide 34 - Slide

Questions
  • How long is the layover in Prague?
  • Where is this person on November 2nd?
  • Find out which cities are the following IATA-codes: LYS, JNB, CUR and WAW?
  • What do you think RV means?

Slide 35 - Slide

Slide 36 - Slide

The phases of a flight
  • In this module we will discuss phase 1 until 4:
  1. Briefing
  2. Preflight
  3. Boarding
  4. Departure

Slide 37 - Slide

https://www.youtube.com/watch?v=HaNAD_oyTi4

passport check
drop luggage
grab day money
possibly pick up extra material
pursers can prepare briefing
briefing

Slide 38 - Slide

Company Ipad:
  • Details will upload 2 days ahead of time.
  • Make sure you are up-to-date. 

Slide 39 - Slide

P.I.L.=
  • Passenger Information List
  • The purser receives this at the gate
  • Up-to-date information about passengers
  • Birthdays, VIPs, frequent flyers,  UMs, special meals, staff travellers, etc. 

Slide 40 - Slide

Seatplan
  • Where are the emergency exits?
  • Where are the galleys?
  • Where are the toilets

Slide 41 - Slide

Seatplan
  • Where are the:
  • Emergency exits?
  • Galleys?
  • Toilets

Slide 42 - Slide

Reading the CAML:

  • CAML = Crew Assignment Movement List
  • Flight number, date, stretch, registration, gate.
  • Time crew needs to be on board.
  • Boarding time pax, departure time, flying time, time difference.
  • Configuration (how many seats are in which class?)
  • Total pax (how many seats are occupied? 

Slide 43 - Slide

Assignment CAML
  • Page 22 (only outbound)
Flight details:
  • KL 1033
  • 2 december 2023
  • AMS - LHR
  • PH-BXV
  • D51

Times:
  • time on board crew: 9:50
  • boarding time pax: 10:30
  • departure time: 11:00
  • flying time: 1 hour
  • time difference: -1

Slide 44 - Slide

The briefing (pg. 21)
  • Welcome and check
  • Read the CAML (Crew Assignment Movement List)
  • Introduction round
  • Discuss passengers and service
  • Flight safety questions
  • Quick peptalk and questions

Slide 45 - Slide

Roleplay briefing
  • Form groups of 4-5 students
  • Use the CAML on page 22
  • Use the briefing example from page 21
  • Pick someone who is the purser
  • Roleyplay the briefing

Slide 46 - Slide

Chapter 6: We are going to Tokyo!

Slide 47 - Slide

Route dedicated service RDS
  • On flights to Japan, airlines serve local dishes. We call this a RDS (route dedicated service).
  • The passenger can choose between a Western or a Japanese dish.
  • Special Japanese tea is served in Japanese teapots.
  • Some airlines schedule extra Japanese crew on these flights.

Slide 48 - Slide

Slide 49 - Video

Assignment

  • Form groups of 4-5 students and prepare a 3-minute presentation (minimum of 3 minutes, maximum of 5 minutes).
  • What can you do during your free time in Tokyo?
  • Include something cultural and something sporty (minimum of three activities and also incluse minimum of one restaurant).
  • Come up with a few Japanese words that are useful to learn before this trip.
  • Be creative and use some photographs or pictures.

Slide 50 - Slide