8:1 Passenger Announcements & Communication Systems
There are several different passenger announcements the cabin crew make on behalf of the flight crew. Due to the safety aspects, it's imperative that all flight crew speak fluently, with a clear and confident voice, assuring passengers they're in safe hands. To do that effectively, you need to breathe correctly, and read efficiently as scripts are used, but it can't sound like you're reading from a script. This requires you to pace your speech, breath at the correct times so you can place emphasis on the most crucial pieces of information passengers need to be clear on.
Experienced cabin crew members are well rehearsed as the scripts are used on every flight you're working on. After a short time, you'll be mastering your breathing, pacing your announcements, working with pitch to your voice with the volume in line with the type of communication device you're using. There will be keywords within the announcements and you'll be using your voice to stress thoseelements, whilst sounding confident with a firm, yet pleasant tone. The methods for routine passenger announcements will be made over the public announcements (PA) system, an inter-phone system, or a loud hailer in the event of emergencies. Whichever communications device you use, you must have a clear spoken voice with great pronunciation so that no matter what device you use, or even if you have none at all, that you're able to communicate with the passengers aboard the flight, regardless the situation.
In certain emergency circumstances, there cabin crew may be required to shout instructions or commands to passengers when no equipment is available. During a normal flight, the usual (scripted) passenger announcements will include: When passengers are boarding
An after boarding welcome announcement A passenger safety briefing to passengers, as well as providing safety demonstrations. There
are some airlines that use video safety presentations instead, so this element will be subject to the airline you work with.
1.Airline policy information
2.Turbulence
3.Service information (products and service availability)
4.Descent safety information
5.Approaching destination
6.Landing announcements
During the safety presentation, in flights where video isn't used, you'll be informing passengers of the operator policy, such as the no-smoking policy, mobile phones, and the use of electrical equipment during the flight. The PA system will also be used for service announcements, letting passengers know that snacks, meals, beverages, and on-board shopping is available during the course of the flight.
In the air, the flight crew will communicate with cabin crew via the flight intercoms, which will be used to notify you of any turbulent air ahead. Again, the turbulence announcement will be scripted. Nearing the end of the flight, cabin crew notify passengers ahead of landing, and present the descent safety information.
Upon arrival at the final destination, you will then make the landing announcements, such as the local time for passengers to set their watches to, the temperature, and the customs information for the destination you are arriving at. This will all differ between countries, but you will be notified of all the requirements and restrictions during your pre-flight briefing.
The Emergency Passenger Announcement(s)
In emergency situations the cabin crew must take charge in a calm but firm manner.
The types of emergency situations that can arise include any of the following:
1.Decompression
2.Rapid deplane
3.An Unknown package/object on board
4.Severe turbulence
5.Bomb Scare
6.Rejected Landing, (when the flight has to circle the airport or be diverted)
7.Rejected take-off
8.Emergency ditching
9.Planned emergency landing
10.Unplanned emergency landing
A request for any doctors, paramedics, or nurses on board the flight to assist in the health care of someone on board In certain situations, you may not have any technology available to make an announcement, which is when you'll need to shout for passengers to hear your safety instructions, guiding people through the emergency protocol that's being implemented.
Doing this requires decisive action right away on how to communicate and the style you'll use for making the announcement. The tone you use will have an impact on the situation and passenger anxiety, so you must know the methods available to you. You must also learn the best communication methods available to get your message across and how to contribute to managing the flow of passengers during an emergency evacuation or repaid deplaning.
Are you giving commands, instructions, orders, or information to passengers?
Commands need to be used for passengers to follow the directions of cabin crew. Those will be beshouted. For instructing passengers on the emergency protocol, it might be the loud hailer you'd use instead. Information about the situation would be announced over the PA system. Regardless the type of situation you can find yourself in, you must be able to remain calm, communicate clearly, and be able to follow the emergency protocols, while taking the lead instantly to ensure each passenger knows exactly what's happening, and that they follow your instructions with confidence.
Module Summary
If you have flown before, as many prospective cabin crew members have, you will undoubtedly remember the many announcements made by those taking care of you. At the time, it may have seemed as though this all came naturally to cabin crew members. In fact, much of it is scripted, but it is necessary to make it sound conversational nonetheless. Tone of voice during this process is essential, whether you are making a routine announcement or calling out to calm passengers down during an emergency. In addition, you will need to understand the different methods of communicating with both passengers and other members of staff.
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