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Course Unit Description
This course focuses on advanced skills and techniques required for flight attendants to provide exceptional in-flight service. Students will learn about cabin crew roles in aircraft operations, emergency procedures, and develop a deeper understanding of passenger psychology, communication strategies, service excellence, and crisis management in the context of aviation.
Learning Outcomes:
By the end of this course, students will be able to:
- Understand and demonstrate essential skills and knowledge related to in-flight operations and service as a flight attendant.
- Analyze and apply principles of psychology, communication, and customer service to effectively interact with passengers and ensure their safety and comfort.
- Develop advanced communication, leadership, and teamwork skills for crisis management, emergency response, and in-flight service excellence.
- Cultivate personal and professional growth by integrating cultural competence, passenger well-being, and entertainment enhancement into the role of a flight attendant.
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the standards specified by all assessment criteria.
| Learning Outcomes to be met | Assessment Criteria to be covered | Assessment type | |
| All 1 to 4 | All ACs under LO 1 to 4 | Exams | Term Paper |
Assessment methods will include a combination of the following:
• Written examinations
• Group projects
• Case studies and scenario analysis
• Practical demonstrations of in-flight procedures
• Reflective journals
• Presentations
• Peer evaluations
- Learning Outcome 1
- “Introduction to Aircraft Design” by John P. Fielding
- “Cabin Crew Safety Training Manual” by International Air Transport Association (IATA)
- “The Psychology of Flight Attendant Interactions: How to Manage Difficult Passengers, Situations, and People” by Tom Bunn
- “Cabin Crew Emergency Training Manual” by Federal Aviation Administration (FAA)
- “Passenger Behavior” (Chapter 8) in “Aviation Psychology and Human Factors” edited by Monica Martinussen and David R. Hunter
- “Customer Service in Airlines: Empirical Evidence from Customer Complaints and Compliments” by Piyush Shukla
- “Airline Passenger Service System: An Overview and Future Prospects” by Vinod O. Jose
- “Communication Skills for Cabin Crew” by Carolyn Banfalvi
- “The Fine Art of Small Talk: How To Start a Conversation, Keep It Going, Build Networking Skills – and Leave a Positive Impression!” by Debra Fine
- Catering Management: An Integrated Approach” by M. G. Jomon
- “Crisis Communication in the 21st Century: Cases and Concepts” by Alan Jay Zaremba
- “Emergency Response Management of the U.S. Civil Aviation System” by Zhiwei Lin
- “Crew Resource Management: Principles and Practice” by Paul LeSage
- “Leadership and Teamwork: The Effects of Leadership and Job Satisfaction on Team Citizenship” by Christina L. Bembenek
- “Human Factors in Multi-Crew Flight Operations” by Harry W. Orlady and Linda Orlady
- “Cultural Intelligence: Living and Working Globally” by David C. Thomas and Kerr C. Inkson
- “Cultural Competence: A Primer for Educators” by Dianne Morales Villegas and Heather Montgomery
- “Cultural Intelligence: A Guide to Working with People from Other Cultures” by Brooks Peterson
- “The Passenger: A Contemporary Psychological Thriller” by Lisa Lutz
- “In-Flight Entertainment: User Experience and Interface Design” by Randolph Ruiz
