Lesson 1Communication techniques for nervous or confused passengers: de-escalation phrases, clear directions, empathy and repetitionDis part teach how to spot nervous or confused passengers, use calm talk, empathy, repeat, and show things to make instructions clear, reduce worry, and stop fight or trouble.
Spotting worry and confusion signsUse calm, simple, clear wordsEmpathy, agree, and comfortRepeat and show with eyesCalm down and send to purserLesson 2Passenger boarding management: priority boarding, families with children, unaccompanied minors, reduced mobility assistanceDis part explain how to arrange boarding groups, handle special and priority people, help families and dose wey no fit move well, and work with gate people to keep boarding safe, calm, and fast.
Boarding groups and area workPriority and special customer handleFamilies with pikin and push chairUnaccompanied small pikin supportHelp for dose wey no fit move wellLesson 3Required documentation and regulatory checks (IDs, licenses, manifests, NOTOC, flight plans)Dis part cover check of crew IDs and licenses, passenger lists, NOTOC, and odder rule papers, and explain work with cockpit to make sure all legal ready before close door.
Crew IDs, licenses, and health checkPassenger lists and seat countNOTOC inside and safety meanFlight plans and work papersLast check before close doorLesson 4Welcoming passengers: scripted greetings, language choices, body language, first impressionsDis part focus on greet passengers at door, use approved words, choose language, and inclusive talk, while use strong body move and eye contact to make good, safe first feel.
Door place and greet workUse standard greet words and changeLanguage pick and inclusive wordsBody move, eye contact, and smileHandle first feel when delayLesson 5Crew briefing procedures: roles, special passengers, turbulence, security threats, cultural or language notesDis part detail how crew briefing work, include role give, safety and security talk, special passengers, turbulence plan, and culture or language notes wey affect talk and service.
Briefing time, place, and leaderRole and area give in cabinCheck safety, security, and dangerSpecial passengers and health worryTurbulence, routes, and language notesLesson 6Documentation and handover for special needs: special meals, wheelchair assistance, UMNR paperwork and briefingsDis part explain how to check and write special service ask, include special food, wheelchair help, and UMNR handle, make sure paper correct, briefing, and talk across crew.
Read special service codeSpecial food list and share planWheelchair help workUMNR paper and hand over chainBrief crew on special needs passengersLesson 7Personal presentation, uniform standards, grooming and professional conductDis part detail uniform rules, grooming expect, and personal clean, and explain how stand, voice tone, and professional act shape airline image and make passenger trust and work together.
Uniform parts and right wearGrooming, hair, makeup, and extraPersonal clean and smell guideBody move, stand, and face showProfessional tone, language, and limitLesson 8Carry-on baggage policies and bin management: weight/size enforcement, gate checks, securing loose itemsDis part explain carry-on rules, how to check size and weight, when to do gate check, and how to load and hold items in overhead bin and under seat to protect safety, comfort, and on-time go.
Standard and airline carry-on limitMeasure and weigh bag at gateFind and tag gate-check bagSafe load overhead bin and closetHold loose items under seat and in kitchenLesson 9Safety equipment checks: life vests, oxygen, firefighting, AED, first aid kit, emergency lightingDis part cover pre-flight check of life vest, oxygen system, fire tool, AED, first aid kit, and emergency light, include list, fault report, and work with flight deck and fix people.
Cabin safety tool listLife vest and float checkOxygen bottle, mask, and PSU checkFire put out, PBE, and smoke findAED, first aid, and emergency light checkLesson 10Pre-flight cabin and galley inspections: seating, overhead bins, cabin cleanliness, food service setupDis part cover system check of seat, belt, overhead bin, toilet, and light, plus kitchen tool, food, and service item, make sure cabin clean, full, and follow rule before boarding start.
Seat, belt, and tray checkOverhead bin, closet, and coat areaToilet clean and supply checkKitchen tool and lock checkFood, cart, and service item count
