Free Airline Cabin Crew course (6month)

 Airline Cabin Crew:

Airline cabin crew is responsible for passenger service and passenger safety on board the aircraft.

Brief Job Description: The role of an airline cabin crew member is to provide service to passengers while ensuring their comfort and safety throughout the flight.

Personal Attributes: A cabin crew work requires working for long hours inside an aircraft, thus requiring individuals with an ability to deliver exceptional customer service with positive attitude and empathy for passengers. He/she must have strong cultural awareness and ability to adapt to new environment and people. He/she must be flexible and motivated to manage a demanding work schedule. He/she should conform to the regulatory requirements on health and physical standards.

Safety and security procedures:

Performance Criteria

Comprehending the safety and security procedures

PC1. comply with the organisation’s safety and security policies and procedures

PC2. comply with the regulatory guidelines on safe conduct of operations and maintenance of conditions to thwart any acts of unlawful interference

PC3. report any identified breaches of safety, and security policies and procedures to the designated person

PC4. coordinate with other resources at the workplace (within and outside the organisation) to achieve safe and secure environment

PC5. identify and mitigate any safety and security hazards like illness, accidents, fires or acts of unlawful interference if it falls within the limits of individual’s authority

PC6. report any hazards outside the individual’s authority to the relevant person in line with organisational procedures and regulatory guidelines

PC7. follow organisation’s emergency procedures for accidents, fires or acts of unlawful interference

PC8. identify and recommend opportunities for improving health, safety, and security to the designated person

PC9. ensure all health and safety records are updated and procedures well defined.

Knowledge and Understanding

Organisational Context

KA1. hazard identification and risk management as defined within the organisational policy and procedures

KA2. regulatory requirements and organisation’s procedures for maintenance of safety and security standards and individual’s role and responsibilities in relation to this

KA3. how and when to report hazards.

KA4. the limits of responsibility for dealing with hazards KA5. the organisation’s emergency procedures for different emergency situations and the importance of following these

KA6. importance of maintaining high standards of safety and security KA7. implications that any non-compliance with safety and security may

have on individuals and the organisation

Technical Knowledge

KB1. different types of breaches of safety and security and how and when to report these

KB2. evacuation procedures for workers and passengers

KB3. how to summon medical assistance and the emergency services, where necessary

KB4. how to use the health, safety and accident reporting procedures and their importance KB5. regulatory guidelines on dealing with safety and security emergencies.

Core Skills/ Generic Skills

Writing Skills

The user/ individual on the job needs to know and understand how to: SA1. accurately complete a written report in English language detailing the situations of emergency with attention to detail

Reading Skills

The user/individual on the job needs to know and understand how to: SA2. read instructions/guidelines/procedures/rules

Oral Communication (Listening and Speaking skills)

The user/individual on the job needs to know and understand how to: SA3. listen to and orally communicate information with all concerned. Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. make decisions on a suitable course of action or response if permitted by the authority matrix Plan and Organise The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with passengers and stakeholders in a courteous manner SB5. maintain cordial work relationship Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors. The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking   The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations   Critical Thinking   The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors SB10. apply balanced judgments to different situations.   Professional Skills   Decision Making   The user/individual on the job needs to know and understand how to: SB1. make decisions on a suitable course of action or response if permitted by the authority matrix   Plan and Organise   The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines   Customer Centricity   The user/individual on the job needs to know and understand how to: SB4. communicate with passengers and stakeholders in a courteous manner SB5. maintain cordial work relationship   Problem Solving   The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking   The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations   Critical Thinking   The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors SB10. apply balanced judgments to different situations     Maintain updated information regarding the job Performance Criteria   Updated information with regards to job requirements and responsibilities PC1. gather and interpret the latest revisions about the duties of the job roles as per training manuals and cabin crew manuals of the airline PC2. gather and interpret the latest aviation regulations governing the job role published by civil aviation regulator PC3. gather and interpret the changes in relevant aviation terminology, theory of flight, Phases of flight, Sterile cockpit, passenger distribution and areas of operation PC4. gather and interpret the pre-flight briefings of the cabin crew and the provision of necessary safety information with regard to their specific duties PC5. read and interpret the relevant documents and manuals that are required to be amended based on changes in manuals and policies PC6. gather and interpret any changes in the authority and responsibility to initiate an evacuation and other emergency procedures Knowledge and Understanding     Organisational ContextKA1. hazard identification and risk management as defined within the organisational policy and procedures KA2. regulatory requirements and organisation’s procedures for maintenance of safety and security standards and individual’s role and responsibilities in relation to this KA3. how and when to report hazards KA4. the limits of responsibility for dealing with hazards KA5. the organisation’s emergency procedures for different emergency situations and the importance of following these KA6. the importance of maintaining high standards of safety and security. Technical Knowledge KB1. different types of breaches of safety and security and how and when to report these KB2. evacuation procedures for passengers KB3. how to summon medical assistance and the emergency services, where necessary KB4. how to use the health, safety and accident reporting procedures and their importance KB5. regulatory guidelines on dealing with safety and security emergencies KB5. relevant first aid procedures Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. accurately complete a written report in English language detailing the situations of emergency with attention to detail Reading Skills The user/individual on the job needs to know and understand how to: SA2. read instructions/guidelines/procedures/rules Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA3. listen to and orally communicate information with all concerned   Professional Skills Making The user/individual on the job needs to know and understand how to: SB1. make decisions on a suitable course of action or response if permitted by the authority matrix Plan and Organise The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with customers in a courteous manner SB5. maintain effective relationship with the customers Problem Solving Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentr ate on task at hand and complete it without errors SB10. apply balanced judgments to different situations. Perform Pre-flight tasks of Cabin   Pre-flight briefing PC1. participate in pre-flight briefings and gather the required information with regards to his/ her own individual working position on the flight PC2. collect and gather information about the flight, schedule of the flight, details of total passengers on board, details of infants, and if there are passengers with any special requirements, such as diabetic passengers or passengers in wheelchairs PC3. carry out pre-flight duties, including checking the safety equipment and security checks, ensuring the aircraft is clean and tidy and that the information in the seat pockets is up to date and that all meals, drinks and stock are on board PC4. carry out any other tasks assigned to by the senior/captain or mandated as per organisation policies or regulatory policies Receive and welcoming passengers PC5. greet the incoming passengers in a courteous manner PC6. assist the passengers by directing them to their assigned seats PC7. assist the passengers with storing their hand baggage’s in the appropriate location PC8. assist the passengers with their requirements if any PC9. make necessary announcements/briefing as required by organisational policy and regulatory policies Pre-departure check PC10. do a headcount of passengers after boarding is complete and confirm the same with the passenger manifest PC11. provide emergency exit row briefing to passengers sitting on the emergency exist rows PC12. perform visual check of the aircraft cabin and the aircraft toilets and galleys PC13. appropriately communicate with the ground staff and provide confirmation of aircraft cabin ready for departure PC15. perform aircraft door closing and arming of the aircraft door as per procedures in the aircraft/organisation manual and regulatory procedures PC14. make necessary announcements PC15. communicate to captain aircraft cabin secure for flight Organisational Context KA1. policies and procedures that govern the acceptable passenger activities on board the aircraft during flight KA2. legal procedures to be followed against passengers which threaten the safety of flight KA3. how and when to report medical emergencies on board KA4. the communication hierarchy laid down the organisation KA5. the organisation’s emergency procedures for different emergency situations and the importance of following these KA6. the importance of maintaining high standards of safety and security KA7. implications that any non-compliance with safety and security may have on individuals and the organisation Technical Knowledge KB1. different types of emergency equipment(s) available on the aircraft type being operated KB2. basic first aid and the use the emergency equipment(s) KB3. basic WHO regulations and the risks of infectious diseases across the regions where the airline operates KB4. how to use the health, safety and accident reporting procedures and their importance KB5. regulatory guidelines on dealing with safety and security emergencies Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. accurately complete a written report in English language detailing the situations of emergency with attention to detail Reading Skills Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA3. listen to and orally communicate information with all concerned     Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. make decisions on a suitable course of action or response if permitted by the authority matrix Plan and Organise The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with passengers in a courteous manner SB5. maintain effective relationship with the passengers Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors SB10. apply balanced judgments to different situations Passenger handling during flight operations PC1. identify and manage passengers who are, or become, intoxicated with alcohol or are under the influence of drugs or are aggressive PC2. manage passengers to expedite an aircraft evacuation PC3. brief the passengers on regulations covering the safe stowage of cabin baggage (including cabin service items) and the risk of it becoming a hazard to occupants of the cabin or otherwise obstructing or damaging safety equipment or aircraft exits PC4. ensure that correct seat allocation be maintained especially the seating of disabled passengers, and the necessity of seating able- bodied passengers adjacent to unsupervised exits; PC5. brief the passengers during turbulence in flight PC6. serve food and beverage in a courteous manner to the passengers as per organisation service procedures and ensure all service standards set forth the organisation are adhered to PC7. perform financial transactions using cash, card or any other acceptable form of payment as detailed by organisation policy and procedures PC8. assist passengers with their requirements in flight Handling passenger during medical emergency PC9. provide assistance to passengers in case of oxygen requirements and hypoxia PC10. provide basic first aid in cases of (descriptive): asthma choking heart attack stress reactions and allergic reactions shock stroke epilepsy diabetes air sickness hyperventilation gastro-Intestinal disturbance emergency Childbirth contact of infectious diseases PC11. provide aid in survival techniques for passengers enduring (descriptive): unconsciousness burns wounds fractures and soft tissue injuries PC12. dispose off clinical waste in a safe manner PC13. use the appropriate aircraft equipment including first aid kits, emergency medical kits, first aid oxygen and emergency Handling passenger during fire emergency on board the aircraft PC14. identify the so urce of fire or smoke PC15. communicate clearly to the reporting senior about the nature of emergency and any further details about the source of the fire or smoke PC16. classify the type of fire and ascertain the required fire extinguishing agent for the fire PC17. appropriately manage passengers and ensure that the passengers do not panic due to fire and smoke in the cabin PC18. perform clearly the functions and steps advised by the senior crew/captain of the flight during the emergency PC19. alert the passengers on the emergency exists to follow the commands and open the emergency exists when instructed Handling passenger during emergency landing on water PC20. direct passengers and assist passengers in donning the personal floatation equipment PC21. alert the passengers on the emergency exists to follow the commands and open the emergency exists when instructed PC22. direct the passengers safely to the emergency exists and onto the life raft(s) PC23. assist passengers who are unable to swim Knowledge and Understanding Organisational Context KA1. policies and procedures that govern the acceptable passenger activities on board the aircraft during flight KA2. legal procedures to be followed against passengers which threaten the safety of flight KA3. how and when to report medical emergencies on board KA4. the communication hierarchy laid down the organisation KA5. the organisation’s emergency procedures for different emergency situations and the importance of following these KA6. the importance of maintaining high standards of safety and security KA7. implications that any non-compliance with safety and security may have on individuals and the organisation Technical Knowledge KB1. different types of emergency equipment(s) available on the aircraft type being operated KB2. basic first aid and the use the emergency equipment(s) KB3. basic WHO regulations and the risks of infectious diseases across the regions where the airline operates KB4. how to use the health, safety and accident reporting procedures and their importance KB5. regulatory guidelines on dealing with safety and security emergencies Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. accurately complete a written report in English language detailing the situations of emergency with attention to detail Reading Skills The user/individual on the job needs to know and understand how to: SA2. read instructions/guidelines/procedures/rules Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA3. listen to and orally communicate information with all concerned   Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. make decisions on a suitable course of action or response if permitted by the authority matrix Plan and Organise The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with passengers in a courteous manner SB5. maintain effective relationship with the passengers Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / management SB7. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors SB10. apply balanced judgments to different situations   Perform Post flight tasks of Cabin Crew Performance Criteria   Post flight activities PC1. thank the disembarking passengers in a courteous manner PC2. assist the passengers by directing them to the exits PC3. assist the passengers with their requirements if any PC4. make necessary announcements for the passengers regarding immigration/ baggage belts as mandated by the organisational policies and procedures PC5. perform cabin check of the aircraft post all passengers deplaning to ensure no item is left behind in the aircraft Post flight debriefing and documentation PC6. participate in post flight debriefing and provide necessary information as per requirement during the de-briefing PC7. ensure all documentation are completed in all respect and updated as per organisational requirements and regulatory requirements Knowledge and Understanding     Organisational Context KA1. policies and procedures that govern the acceptable passenger activities on board the aircraft during flight KA2. legal procedures to be followed against passengers which threaten the safety of flight KA3. how and when to report medical emergencies on board KA4. the communication hierarchy laid down the organisation KA5. the organisation’s emergency procedures for different emergency situations and the importance of following these KA6. the importance of maintaining high standards of safety and security KA7. implications that any non-compliance with safety and security may have on individuals and the organisation Technical Knowledge KB1. different types of emergency equipment(s) available on the aircraft type being operated KB2. basic first aid and the use the emergency equipment(s) KB3. basic WHO regulations and the risks of infectious diseases across the regions where the airline operates KB4. how to use the health, safety and accident reporting procedures and their importance KB5. regulatory guidelines on dealing with safety and security emergencies Core Skills/ Generic Skills Writing Skills The user/ individual on the job needs to know and understand how to: SA1. accurately complete a written report in English language detailing the situations of emergency with attention to detail Reading Skills The user/individual on the job needs to know and understand how to: SA2. read instructions, guidelines/procedures/rules Oral Communication (Listening and Speaking skills) The user/individual on the job needs to know and understand how to: SA3. listen to and orally communicate information with all concerned   Professional Skills Decision Making The user/individual on the job needs to know and understand how to: SB1. make decisions on a suitable course of action or response if permitted by the authority matrix Plan and Organise The user/individual on the job needs to know and understand how to: SB2. monitor efficient functioning of all activities SB3. plan and organise work to achieve targets and deadlines Customer Centricity The user/individual on the job needs to know and understand how to: SB4. communicate with passengers in a courteous manner SB5. maintain effective relationship with the passengers Problem Solving The user/individual on the job needs to know and understand how to: SB6. identify trends/common causes for errors and suggest possible solutions to the supervisor / managem ent SB7. identify and correct errors Analytical Thinking The user/individual on the job needs to know and understand how to: SB8. analyse best possible solutions (cost, time, effort, etc.) suited for operations Critical Thinking The user/individual on the job needs to know and understand how to: SB9. concentrate on task at hand and complete it without errors SB10. apply balanced judgments to different situations          Model Curriculum Airline Cabin Crew   Follow safety and security procedures   comprehend the organisation’s safety and security policies and procedures  comprehend the regulatory guidelines on safe conduct of operations and maintenance of conditions to thwart any acts of unlawful interference  report any identified breaches of safety, and security policies and procedures to the designated person  coordinate with other resources at the workplace (within and outside the organisation) to achieve safe and secure environment  identify and mitigate any safety and security hazards like illness, accidents, fires or acts of unlawful interference if it falls within the limits of individual’s authority  report any hazards outside the individual’s authority to the relevant person in line with organisational procedures and regulatory guidelines  follow organisation’s emergency procedures for incidents or accidents, fires or acts of unlawful interference  identify and recommend opportunities for improving health, safety, and security to the designated person  ensure completion of all health and safety records are updates and procedures well defined   Maintain updated information regarding the job   · stay abreast about the duties of the job roles as per training manuals and cabin crew manuals of the airline  stay abreast about the latest aviation regulations governing the job role published by civil aviation regulator  stay abreast with the knowledge of relevant aviation terminology, theory of flight, Phases of flight, Sterile cockpit, passenger distribution and areas of operation  stay abreast about the pre-flight briefings of the cabin crew and the provision of necessary safety information with regard to their specific duties   · stay abreast about the relevant documents and manuals that are required to be amended based on changes in manuals and policies  stay abreast any changes in the authority and responsibility to initiate an evacuation and other emergency procedures   Perform Pre-flight tasks of cabin crew   attend pre-flight briefings and gather the required information with regards to his/ her own individual working position on the flight  collect and gather information about the flight, schedule of the flight, details of total passengers on board, details of infants, and if there are passengers with any special requirements, such as diabetic passengers or passengers in wheelchairs  carry out pre-flight duties, including checking the safety equipment and security checks, ensuring the aircraft is clean and tidy and that the information in the seat pockets is up to date and that all meals, drinks and stock are on board  any other tasks assigned to by the senior/captain or mandated as per organisation policies or regulatory policies  greet the incoming passengers in a courteous manner  assist the passengers by directing them to their assigned seats  assisting passengers with storing their hand baggage’s in the appropriate location  assist passengers with their requirements if any  make necessary announcements/briefing as required by organisational policy and regulatory policies  do a headcount of passengers after boarding is complete and confirm the same with the passenger manifest  provide emergency exit row briefing to passengers sitting on the emergency exist rows  perform visual check of the aircraft cabin and the aircraft toilets and galleys  appropriately communicate with the ground staff and provide confirmation of aircraft cabin ready for departure   · perform aircraft door closing and arming of the aircraft door as per procedures in the aircraft/organisation manual and regulatory procedures  make necessary announcements  confirm to captain aircraft cabin secure for flight   Passenger handling during flight operations   · Identify and manage passengers who are, or become, intoxicated with alcohol or are under the influence of drugs or are aggressive  to manage passengers to expedite an aircraft evacuation  brief the passengers on regulations covering the safe stowage of cabin baggage (including cabin service items) and the risk of it becoming a hazard to occupants of the cabin or otherwise obstructing or damaging safety equipment or aircraft exits  ensure that correct seat allocation be maintained especially the seating of disabled passengers, and the necessity of seating able- bodied passengers adjacent to unsupervised exits;  brief passengers during turbulence in flight  serve food and beverage in a courteous manner to the passengers as per organisation service procedures  perform financial transactions using cash, card or any other acceptable form of payment as detailed by organisation policy and procedures  assist passengers with their requirements in flight  understand physiology of flight including oxygen requirements and hypoxia  provide basic first aid in cases of (descriptive):  asthama  chocking  heart attack  stress reactions and allergic reactions  shock stroke  epilepsy  diabetes  air sickness  hyperventilation  gastro-Intestinal disturbance emergency Childbirth   · contact of infectious diseases · provide aid in survival techniques for passengers enduring (descriptive) : unconsciousness  burns  wounds  fractures and soft tissue injuries  dispose off clinical waste in a safe manner  use the appropriate aircraft equipment including first aid kits, emergency medical kits, first aid oxygen and emergency  identify the source of fire or smoke  communicate clearly to the reporting senior about the nature of emergency and any further details about the source of the fire or smoke  classify the type of fire and ascertain the required fire extinguishing agent for the fire  appropriately manage passengers and ensure that the passengers do not panic due to fire and smoke in the cabin  perform clearly the functions and steps advised by the senior crew/captain of the flight during the emergency  alert the passengers on the emergency exists to follow the commands and open the emergency exists when instructed  direct passengers and assist passengers in donning the personal floatation equipment  alert the passengers on the emergency exists to follow the commands and open the emergency exists when instructed  direct the passengers safely to the emergency exists and onto the life raft(s)  assist passengers who are unable to swim   Perform Post-flight tasks of cabin crew   thank the disembarking passengers in a courteous manner  assist the passengers by directing them to the exits  assist passengers with their requirements if any  make necessary announcements for the passengers regarding immigration/ baggage belts as mandated by the organisational  policies and procedures  perform cabin check of the aircraft post all passengers deplaning to ensure no item is left behind in the aircraft  participate in post flight debriefing and provide necessary information as per requirement during the de-briefing  ensure all documentation are completed in all respect and updated as per organisational requirements and regulatory requirements   Unique equipment used;  Aircraft handling manual (AHM) of widely used aircraft  Software for computer aided instructional packages/ Video films  Video films on emergency situations like low oxygen in cabin, safe exit procedures in case of incidents/accidents  Mock-up of seat with Seat belt, Oxygen masks, life vest  Mock-up of aircraft cabin  First aid dummy  emergency exit demo kits  emergency air pressure demo kit  Aircraft handling manual (AHM) of widely used aircraft  Retail selling demo kit  Food trolley Guidelines for Assessment Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC The assessment for the theory part will be based on knowledge bank of questions created by the SSC Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below) Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/training center based on this criteria To pass the Qualification Pack, every trainee should score a minimum of 60% in aggregate The marks are allocated PC wise, however, every NOS will carry a weightage in the total marks allocated to the specific QP