Every airline, airport operator and ground handler is different and training and operational requirements vary greatly.  Understanding an organization’s unique needs is the first step in determining how we can most effectively work together and make the best use of time and resources.  In the first instance, we like to talk to potential clients, preferably face-to-face, to understand their needs and consider the best possible solutions.

airate can deliver core Dealing with Passenger Drama training directly to a client’s employees or can provide expertise on a consultancy basis to help with the design and delivery of in-house training by the client’s own trainers.

Our core Dealing with Passenger Drama training combines trainer presentation, facilitated role-play, individual and group exercises, games and group discussion.  The colourful course materials draw upon ideas, evidence and theory from a wide range of sources.  Dealing with Passenger Drama training is designed to give participants a robust understanding in the following key areas:

• Why passengers become angry.
• The importance of handling them professionally.
• The theory behind aggressive behaviour.
• The role of Emotional Labour in coping with even the most difficult passengers.
• How to respond calmly and professionally during emotional and angry passenger encounters.
• How to avoid the escalation of anger.

airate training sessions usually take one day and can be conducted at locations convenient to employees and at times that fit with the operational schedule.  The preferred maximum class size is 12.

airate will provide the trainer/facilitator, all the necessary audiovisual equipment and the handouts, asking only that a suitably furnished training room and refreshments be provided.