Training

On completion of this course you will be able to:

• Understand what can trigger a passenger’s aggression and the forms it can take
• Determine the severity of an incident
• Use observation techniques to help detect aggressive behavior before it starts
• Know the legislation and regulations that govern the handling of unruly passengers
• Improve communication skills and the organization of roles within your crew
• Be able to use effective de-escalation techniques and restrain an unruly passenger when required
• Practice self-defense techniques
• Understand the importance of post-incident care

• Air crew and ground staff
• Check-in and passenger services staff
• Security and customs officers working directly with passengers

• Learn these concepts and how to apply them in your operations:
  • Legislation and regulations
  • Observation techniques
  • Effective communication skills
  • De-escalation techniques
  • Restraint techniques
  • Self-defense response
  • Crew roles and responsibilities
• Activities
  • Group exercises
  • Role play practice scenarios