Prepare for Take-Off

Prepare for Take-Off
Cabin Crew pre-course workbook
Table of Contents
Pre-course Information
3
About Emirates
4 - 10
General Aviation Information
11 - 16
Image and Uniform Department
17 - 19
20
Cabin Crew Training - Service Delivery
20 - 23
Learning Styles
24 - 27
About You
28 - 31
Welcome to the World’s Best In-flight Entertainment
32 - 34
Aviation Terminology
35 - 44
Pre-course Information
Aim
The aim of this Pre-course Workbook is to provide you with some introductory information regarding
Emirates, some general aviation information and an outline of the content of your Ab-initio training.
After you have explored this workbook you will be able to:
Outcomes
• Gain introductory knowledge of Emirates
• Know general aviation information
• Identify the contents of your Ab-initio training
The contents of this workbook outlines introductory information regarding Emirates and is divided into five
sections:
About Emirates
General Aviation information
Outline of Content
Cabin Crew Training
Learning Styles
About You
Aviation Terminologies
This information will help you during your training and assessment and will be covered in more depth during
your Ab-initio training period.
You are expected to:
• read and familiarise yourself with the contents of the workbook before you commence your training
• use websites identified throughout this workbook to help you gain further information
Expected
involvement
• complete all activities throughout this workbook
• complete the following and bring a hard copy to training on Day 1 of Induction:
1. Learning style preference questionaire
2. Tell us about yourself
3. Tell us about your flight experience
4. Welcome to the World’s Best In-flight Entertainment
This icon
identifies websites for you to access further information
This icon
indicates an activity which you must complete
Icon and Activities
3
About Emirates
Chairman’s welcome
“I look forward to you joining our team and being part of our future success, as we grow
and expand our business globally.”
HH Sheikh Ahmed bin Saeed Al-Maktoum
Chairman & Chief Executive,
Emirates Airline & Group
The Emirates Story
Emirates was launched on 25th October 1985 and is based in Dubai. Wholly owned by the Government of Dubai, the Airline has
developed, expanded and stayed ahead of the competition.
Emirates is one of the fastest growing international airlines with one of the youngest fleets in the sky and more than 400 awards for
excellence worldwide.
The secret of Emirates success is not only the growth, but also striving to provide the best service in the industry. Growth has never
been lower than 20% annually, and the airline has recorded an annual profit every year since its third year of operation.
Emirates aim is to develop Dubai into a comprehensive aviation hub.
For further information on The Emirates Story refer to emirates.com
Click on About Emirates
Activity 1: The Emirates Group
Emirates is more than an airline. Refer to the above website and list below other operating divisions of the
Emirates Group?
4
As part of the Emirates Group you will be working with over approximately 110 different nationalities: This exciting multicultural
environment provides an opportunity to work with people from different nationalities and cultures on a day-to-day basis.
To help gain an insight into the various customs, Please click on the below links to access information on cultural characteristics:
Customs and cultures in Europe and the Americas
Customs and cultures in the Middle East
Customs and cultures in Asia and Africa
5
The Emirates Fleet
Emirates boasts a magnificent fleet of aircraft. Cabin Crew members will be be trained and licensed to fly on both the Airbus and
Boeing Aircraft. The table below reflects a more detailed overview of our fleet.
Airbus
Aircraft Type
Q
Q
Q
Q
Boeing
Q B777-300
Q B777-300 ER
Q B777-300 ER-ULR
Q B777-200 LR
Q B777-200
A380-800
A340-500
A340-300
A330-200
Classes of our Aircraft
Depending on the routes and for commercial reasons the aircraft can be designed in either 3 class or 2 class.
Q First
3 Class Aircraft
2 Class Aircraft
Q
Business
Q
Economy
Q Business and Economy
Q First and Economy
ER = Extended Range
LR = Long Range
URL = Ultra Long Range
For further information on the Fleet refer to emirates.com
Click on Flying with Emirates
Click on Our Fleet
Activity 3: The Emirates Fleet
Refer to the above website and list below features of the A380-800. The Fact Sheet will help you.
6
The Emirates Destinations
Emirates is one of the fastest growing airlines in the world, now serving over 100 destinations.
Gothenburg
Glasgow
Newcastle
Hamburg
Manchester
Amsterdam
Birmingham
Dusseldorf
London
Frankfurt
Paris Munich
Vienna
Zurich
Venice
Milan
Nice
Zaragoza
Rome
Toronto
Toledo
New York
San Francisco
Casablanca
Istanbul
Athens
Malta
Tunis
Los Angeles
Moscow
Tripoli
Houston
Larnaca
Cairo
Kabul
Graphic illustration only, not a complete representation or to scale. © 2009. Emirates. All rights reserved.
Abidjan
Accra
Luanda
Karachi
Dhaka
Ahmedabad
Kolkata
Mumbai
Hyderabad
Taipei
Hong Kong
Bangkok
Chennai
Kozhikode
Kochi
Colombo
Malé
Kuala Lumpur
Singapore
Manila
Thiruvananthapuram
Eldoret
Nairobi
Dar es Salaam
Jakarta
Seychelles
Lilongwe
Mauritius
São Paulo
Tehran
Jeddah
Brisbane
Durban
Beirut Damascus
Amman
Kuwait
Dammam
Bahrain
Riyadh Doha
Johannesburg
Perth
Cape Town
Dubai
Route Map
Muscat
October 2009
Sanaʼa
These destinations are divided into three areas –
• Europe and The Americas
• Middle East
• Asia and Africa
For the latest information on the Emirates destinations refer to emirates.com
Click on Destinations & Offers
Click on Route Map
7
Guangzhou
Bangalore
Addis Ababa
Lagos
Entebbe
Osaka
Shanghai
Lahore
Delhi
Dubai
Khartoum
Beijing
Seoul
Peshawar
Islamabad
Melbourne
Sydney
Auckland
Christchurch
Countries in Europe and the Americas
• Austria
• Malta
• Brazil
• Russia
• Canada
• Switzerland
• Cyprus
• Turkey
• France
• United Kingdom
• Germany
• United States Of
• Greece
America
• Italy
Countries in Middle East
• Bahrain
• Oman
• Iran
• Qatar
• Jordan
• Saudi Arabia
• Kuwait
• Syria
• Lebanon
• Yemen
Countries in Asia and Africa
• Angola
• Mauritius
• Australia
• Morocco
• Bangladesh
• New Zealand
• China
• Nigeria
• Egypt
• Pakistan
• Ethiopia
• Philippines
• Ghana
• Seychelles
• Hong Kong
• Singapore
• India
• South Africa
• Indonesia
• South Korea
• Ivory Coast
• Sri Lanka
• Japan
• Sudan
• Kenya
• Tanzania
• Korea
• Thailand
• Libya
• Tunisia
• Malaysia
• Uganda
• Maldives
For the latest info on Emirates new destinations refer to emirates.com
Click on Destinations & Offers
Click on New Routes
8
Activity 4: Destinations
Mark the position of the following countries on the map below.
a) Malta
b) Lebanon
c) Cyprus
d) Australia
e) Egypt
Which area do these destinations fall under?
a) Malta:
b) Lebanon:
c) Cyprus:
d) Australia:
e) Egypt:
9
Activity 4: Exploring Emirates’ website
Explore the Emirates website and state below your findings about the following:-
1) Chauffer-drive: ______________________________________________________________________________
______________________________________________________________________________________________
___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
2) Dining: _______________________________________________________________________________________
______________________________________________________________________________________________
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
3) Dubai Stopover: _______________________________________________________________________________
______________________________________________________________________________________________
____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
4) Tours and Holidays: _____________________________________________________________________________
______________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
5) Skywards: ____________________________________________________________________________________
______________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
6) Dubai International Airport - Emirates Terminal 3: __________________________________________________
_______________________________________________________________________________________________
____________________________________________________________________________________________________________________________
____________________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________
10
General Aviation Information
Greenwich Mean Time (GMT)
All places on the globe have a latitude (their distance North or South of the Equator) and a longitude (their distance East or West of the
Greenwich Meridian). As Greenwich, England is zero degrees longitude, time is measured from this point and is defined as Greenwich
Mean Time (GMT).
GMT is used in the aviation industry. It may also be referred to as Zulu Time (ZT) or Universal Time Co-ordinated (UTC).
• Time east of Greenwich is GMT plus (+) hours
• Time west of Greenwich is GMT minus (-) hours
11
The 24-Hour Clock
The time format used in aviation is the 24-hour clock, whereby time is recorded by numbers only and not “am” and “pm”. This is also
referred to as military time, army time or railway time. Airlines use this in their flight schedules and rosters. The diagram below gives an
indication how to use the 24-hour clock.
1200
2400
1100
2300
1000
2200
0900
2100
10
9
8
11 12
7
0800
2000
0700
1900
6
0100
1300
1
5
0200
1400
2
3
4
0300
1500
0400
1600
0500
1700
0600
1800
Examples:
Before Midday
After Midday
(Figures inside the clock face)
(Figures in red outside the clock face)
1.00 am is 0100
3.00 pm is 1500
6.30 am is 0630
9.45 pm is 2145
12.00 midday is 1200
12.15 midnight is 0015
Activity 6: 24-Hour Clock
Change the below timings to a 24-hour clock format.
3.30 am
8.00 am
11.15 am
3.00 pm
5.30 pm
10.45 pm
12
The Phonetic Alphabet
The phonetic alphabet is a set of words used instead of alphabetic letters in radio communication. Each word stands for its initial
letter and is used internationally by aircraft, maritime units, amateur radio operators and the military. It is used in two-way radio
communications to help reduce the affects of noise, distorted audio and radio operator accents.
For instance, some letters which can easily be confused are «D» and «B». By using the phonetic alphabet, «Delta» and «Bravo», these
are easily distinguished.
It is important that this Phonetic Alphabet is known.
A
Alpha
N
November
B
Bravo
O
Oscar
C
Charlie
P
Papa
D
Delta
Q
Quebec
E
Echo
R
Romeo
F
Foxtrot
S
Sierra
G
Golf
T
Tango
H
Hotel
U
Uniform
I
India
V
Victor
J
Juliet
W
Whiskey
K
Kilo
X
Xray
L
Lima
Y
Yankee
M
Mike
Z
Zulu
For example, when the Captain is calling the Air Traffic Control tower to identify the aircraft he will use the number on the tail e.g. A6
EAC, and pronounce it as “Alpha Six Echo Alpha Charlie”
Activity 6: Phonetic Alphabet
How will you pronounce EK47 DXB using the phonetic alphabet?
13
Airport Codes
All airports around the world are identified by a three letter code. These codes are used to identify airports and they are also used in
timetables, baggage tags, tickets and Airline and Global Reservation Systems. The International Air Transport Association (IATA) in
Geneva is responsible for these codes and they are usually based on the airport name
In the table below reflects the airport codes of countries within the Emirates network.
Countries in Europe and the Americas
Country Name
City Name
Airport Name
IATA Airport Code
Austria
Vienna
Vienna Int’l
VIE
Brazil
Sao Paulo
Guarulhos Int’l
GRU
Canada
Toronto
Pearson Int’l
YYZ
Cyprus
Larnaca
Larnaca Int’l
LCA
Paris
Charles de Gaulle Int’l
CDG
Nice
Cote D’Azur Int’l
NCE
Düsseldorf
Rhein-Rhur Int’l
DUS
Frankfurt
Frankfurt Main Int’l
FRA
Hamburg
Hamburg Int’l
HAM
Munich
Munich Int’l
MUC
France
Germany
Greece
Italy
Athens
Atheni Int’l
ATH
Rome
Fiumicino Int’l
FCO
Milan
Malpensa Int’l
MXP
Venice
Venice Marco Polo Int’l
VCE
Malta
Valletta
Malta Int’l
MLA
Russia
Moscow
Domodedovo Int’l
DME
Zurich
Zurich Kloten Int’l
ZRH
Glasgow
Glasgow
GLA
Switzerland
United Kingdom
Birmingham
Birmingham Int’l
BHX
London
London Gatwick
LGW
London
London Heathrow
LHR
Manchester
Manchester Int’l
MAN
Newcastle
Newcastle Int’l
NCL
Houston
George Bush Intercont’l
IAH
United States
Los Angeles
Los Angeles Int’l
LAX
of America
New York
John F. Kennedy Int’l
JFK
San Francisco
San Francisco Int’l
SFO
Countries in the Middle East
Country Name
City Name
Airport Name
IATA Airport Code
Bahrain
Bahrain
Bahrain
BAH
Egypt
Cairo
Cairo Int’l
CAI
Alexandria
Borg El Arab
HBE
Iran
Tehran
Iman Khomeini Int’l
IKA
Jordan
Amman
Queen Alia Int’l
AMM
Kuwait
Kuwait
Kuwait Int’l
KWI
Lebanon
Beirut
Beirut Int’l
BEY
Oman
Muscat
Seeb Int’l
MCT
Qatar
Doha
Doha
DOH
Dammam
Dammam Int’l
DMM
Saudi Arabia
Jeddah
King Abdul Aziz Int’l
JED
Riyadh
King Khalid Int’l
RUH
Syria
Damascus
Damascus Int’l
DAM
Turkey
Istanbul
Ataturk Int’l
IST
United Arab Emirates
Dubai
Dubai Int’l
DXB
14
Countries in the Middle East
Yemen
Sana’a
Sana’a Int’l
SAH
Countries in Asia and Africa
Country Name
City Name
Airport Name
IATA Airport Code
Angola
Luanda
Luanda Int’l Airport
LAD
Brisbane
Brisbane Int’l
BNE
Melbourne
Melbourne Int’l
MEL
Australia
Bangladesh
China
Perth Int’l
PER
Kingsford – Smith Int’l
SYD
Dhaka
Zia Int’l
DAC
Hong Kong
Chek Lap Kok Int’l
HKG
Beijing
Beijing Capital
PEK
Guangzhou
New Baiyun
CAN
Ethiopia
Addis Ababa
Addis Ababa Int’l
ADD
Ghana
Accra
Accra Int’l
ACC
Ahmedabad
Sardar Vallabhbhai Patel Int’l
AMD
Bangalore
Bangalore Int’l
BLR
Mumbai
Chatrapati Shivaji Int’l
BOM
Kolkata
Kolkata Int’l
CCU
India
Kozhikode
Kozhikode
CCJ
Kochi
Nedumbassery Int’l
COK
Delhi
Indira Ghandi Int’l
DEL
Hyderabad
Begumpet Int’l
HYD
Chennai
Anna Int’l
MAA
Thiruvananthapuram
Thiruvananthapuram Int’l
TRV
Indonesia
Jakarta
Soekarno Hatta Int’l
CGK
Ivory Coast
Abidjan
Abidjan Int’l
ABJ
Osaka
Kansai Int’l
KIX
Nagoya
Nagoya Komaki
NCO
Kenya
Nairobi
Jomo Kenyatta Int’l
NBO
Korea
Seoul
Incheon Int’l
ICN
Japan
Libya
Tripoli
Tripoli Int’l
TIP
Malaysia
Kuala Lumpur
Kuala Lumpur Int’l
KUL
Maldives
Male
Male Int’l
MLE
Mauritius
Mauritius
Mauritius Int’l
MRU
Morocco
Casa Blanca
Mohamed V Int’l
CMN
New Zealand
Nigeria
Pakistan
Philippines
Singapore
South Africa
15
Perth
Sydney
Auckland
Auckland Int’l
AKL
Christchurch
Christchurch Int’l
CHC
Lagos
Lagos Int’l
LOS
Islamabad
Islamabad Int’l
ISB
Karachi
Jinnah Int’l
KHI
Lahore
Allama Iqbal Int’l
LHE
Peshawar
Peshawar Int’l
PEW
Manila
Ninoy Aquino Int’l
MNL
Singapore
Changi Int’l
SIN
Johannesburg
Johannesburg Int’l
JNB
Durban
Durban Int’l
DUR
Cape Town
Cape Town Int’l
CPT
Sri Lanka
Colombo
Bandarnayake Int’l
CMB
Sudan
Khartoum
Khartoum Int’l
KRT
Tanzania
Dar-Es-Salaam
Dar-Es-Salaam Int’l
DAR
Thailand
Bangkok
Bangkok Int’l
BKK
Tunisia
Tunis
Tunis Int’l
TUN
Uganda
Entebbe
Entebbe Int’l
EBB
For the latest information on the Aircraft codes refer to emirates.com
Click on Plan and Book
Click on Essential Information
Click on Airports Worldwide
Activity 7: Airport Codes
Using the sample ticket below write the:
Airport codes: ______________________________________________________________________________
City names: _________________________________________________________________________________
Identify the country names: ___________________________________________________________________
___________________________________________________________________
16
Image and Uniform Department
Before we introduce you to the Emirates Cabin Crew uniform, we will be providing you with a training uniform. This uniform is a red
polo shirt that you will need to wear with black trousers. Please look at the photo and read the information below about the company
expectations/standards while wearing this uniform. This uniform will be worn from day 1 of SEP and each day until you are in service
training after which you will be provided with your cabin crew uniform.
Polo Shirt x2 provided by Emirates
Black trousers
Shoes
Your polo shirt should be tucked in loosely into the waistband of your trousers and gently
eased out to allow the fabric to fall neatly.
These need to be your own and can be of smart or casual style. Combat, three-fourth
length trousers, ripped or torn may not be worn.
Black pumps, trainers or any preferred style of black shoe may be worn. For the ladies,
these must be flat.
Must be clean and neatly tied away from the face at all times.
Hair
Must be worn at all times including foundation, blusher, mascara and lipstick.
Make-up
Personal Grooming - Ladies
To be well manicured with a minimum of clear polish at all times.
Nails
One pair of stud earrings, no necklace and one ring per hand.
Jewellery
A conservative styled watch is to be worn at all times.
Watch
Must be neatly trimmed and worn in a conservative style. Excessively spiked
Hair
Personal Grooming - Gentlemen
or gelled hair is not permitted.
Facial Hair
Jewellery
Watch
Must be clean shaven every day. A moustache is permitted provided it is
neatly trimmed. Side burns must be no lower than the centre of the ear.
Only a ring is permitted.
A conservative styled watch is to be worn at all times.
No other items other than those mentioned should be worn with the uniform. Visible
piercings, tattoos or henna is not permitted.
You are required to report for duty dressed correctly in the uniform provided. You must look
well groomed throughout your duty and until you return to your accommodation.
General Behavior
• Smoking - Smoking is only permitted in the designated area which is on the 7th floor
outside balcony.
• Eating
- Eating is only permitted in the designated areas which are break out rooms
on all floors and the 7th floor restaurant. Eating or drinking is not allowed
whilst walking around the college or standing in corridors.
Please remember that you are representing Emirates Airline whenever you are in uniform and therefore you are expected to
act in a professional manner at all times.
17
Business Dress Code When Visiting Emirates Facilities
When visiting the Emirates facilities, all employees are required to dress according to the dress code (BUSINESS APPROPRIATE).
This is to maintain the company’s cultural and professional image. Some basic examples are mentioned below:
Male Staff
• Coloured wool, cotton or linen suits
Acceptable attire includes
• Long-sleeved, well-pressed dress shirts, with button-down or straight collar with a tie
• Coordinated blazers, jackets or jumpers with dress trousers
• Woven leather loafers or smart shoes with socks; shoes should be always polished
• Minimal but high quality accessories such as ties, belts and jewellery
Facial hair
Clean shaven at all times.
Hair Care
Neat, well trimmed style.
Men have a built in advantage, because daily shaving acts as natural
Male Grooming
Skin Care
exfoliation, regularly removing dry, dead skin from the skin surface. A facial
cleanser and a light moisturizer formulated for your skin type are the most
important skin care products for any man.
Fragrance
Wear colognes or scented aftershaves with a light touch.
Other grooming details such as hand care, dental hygiene, hair care and controlling
perspiration are important for every professional.
• Jeans of any type
• Sweat pants or jogging pants
• Shorts of any type or length
• T-shirts of any type
Unacceptable attire includes
• Tank and cropped tops, any upper body garment that bares the shoulders and/or
exposes midriff skin
• Sweat shirts
• Garish print sport shirts
• Sport team jackets
• Hiking boots, sneakers, tennis/running/training shoes and sandals of any kind.
Female Staff
• Tailored trouser suits
Acceptable attire includes
• Skirted suits, tailored separates or tailored business dresses
• Blouses with short or long sleeves
• Court shoes, sling backs or peep toed shoes
• Accessories such as scarves, gold or stainless steel watch and minimum jewellery
Hand and
nails
Frequent application of a hand cream will prevent dryness and chipping.
Nails look better buffed and polished.
Effective hair styles are perfectly cut and shaped, look natural, not overly
Hair
be secured in a suitable style. Hair colour should be of a natural look.
Female Grooming:
A professional image is made up of
A day and night cleansing routine removes make-up, environmental
many elements, but they all come
together to make one powerful
sprayed and flatter the individual face and skin tone. Wild curly hair needs to
pollutants, oil perspiration and debris from your skin. Moisturizing softens the
Skin Care
statement.
skin and attracts moisture from the air. Products that contain (humectants)
emollients keep the skin soft. The sun is the worst enemy of the skin. Sun
protection is essential with every day basics.
Make-up
Fragrance
Natural make-up is recommended; it conceals flaws, accentuates attractive
features and creates a polished look.
Consider choosing a light, fresh scent and apply it sparingly.
18
Female Staff
• Denim trousers, skirts, dresses or jackets
• Leggings or skin tight trousers
• Tight clothes of any nature which would be perceived as revealing
• Shorts of any type
• Leather trousers, skirts or jackets
• Mini/Short skirts (shortest acceptable length is mid knee)
• T-Shirts
Unacceptable attire includes
• Garments with printed slogans
• Tank tops, camisoles or spaghetti strap tops, any strapless or sleeveless upper body
garment that bares the shoulders or one that exposes midriff skin
• Sweat shirts
• See-through voile or chiffon blouses, skirts or trousers or excessively scanty or
transparent garments in general
• Excessively plunging or revealing necklines
• Sneakers, strappy sandals and flip flops
19
Cabin Crew Training - Service Delivery
Cabin Crew Training Programme
The Cabin Crew Training Programme is intense and covers the five disciplines outlined below:
Induction and
Image and Uniform
Safety and
Emergency
Procedures (SEP)
Security
Group Medical
Training (GMT)
Cabin Service Training
(CST)
It includes:
• theory sessions in a class room environment
• practical sessions on a flight simulator
• daily feedback on performance
Throughout training observation and assessment will occur on the following four competency areas:
1. Professional Awareness
2. Professional Image
3. Interacting with Colleagues
4. Interacting with Passengers
(1) Induction and Image and Uniform Training Programme
The following topics will be covered –
• Welcome to Emirates
• Welcome to training
• Corporate Induction
Induction
• Customer Journey Training
• Discover Dubai Tour
• E-Learning
• Medical Formalities
• Uniform standards
• Nail care
Image and Uniform
• Fitness and nutrition
• Skin care
• Hair care
• Make-up
(2) Safety and Emergency Procedures Training Programme (SEP)
The following topics will be coveredPlease ensure you familiarise yourself with the aviation terminology at the back of this booklet.
Aircraft Specific
• Types of aircraft
• Emergency equipment
• Aircraft Systems
General Safety
• Anticipated emergencies
• Decompression
• Fire
• Survival after an emergency evacuation
• Turbulence
• Unanticipated emergencies
Legal Licensing Sessions
• Basic aeronautics
• Cabin Crew briefings
• Crew Resource Management (CRM)
• Flight Time Limitations (FTL)
• Licensing requirements
• Manual Safety Demonstrations
20
Although the above topics will be covered in detail during the set programme, we recommend that you visit
the below website in preparation for the course.
• Crew Resource Management: www.psychologymatters.org/crm.html
: en.wikipedia.org/wiki/Crew_Resource_ Management
• Decompression: www.wikipedia.org/wiki/Cabin_pressurization
• Ditchings: www.wikipedia.org/wiki/Ditching
• Fire: www.casa.gov.au ( search ‘Fire’ )
• Turbulence: www.casa.gov.au ( search ‘turbulence’ )
: www.wikipedia.org/wiki/Turbulence
(3) Security Training
This training programme covers the following topics:
• Sabotage
• Security checks
• Hijacking
Security Classroom
• Weapons recognition
• Customs regulations and Outstation procedures
• Conflict management
• Personal security
Cabin Service Trainer (CST) /
Emergency Evacuation Simulator (EES)
Security Self Defence Room
• Sabotage and Least Risk Bomb Location (LRBL)
• Pre-departure security checks
• Advanced restraint techniques
• Self defence techniques
Guidelines for personal security in Dubai/Outstations.
Home security:
• Always lock your front door of the apartment
• Do not give your keys to anyone, i.e. cleaners, friends, etc…
• Check that valuables are kept in a safe place
Out and about in Dubai:
• Keep valuables close at hand, i.e. mobile phones, handbags, etc…
• Ride in reputable and marked taxis only
• Keep company information confidential
• Don’t accept anything from strangers, i.e. food, drinks, cigarettes, etc
Hotel security:
• Don’t mention your room number out loud
• Check your room with your door open
• Become familiar with your emergency exits
• Check I.D’s of persons entering your room, e.g. room service
• When leaving your hotel, check that all possessions are secure, i.e. lock baggage, use your hotel safe.
Out and about at an Outstation:
• Be respectful of local culture, customs and laws
• Do not wear too much expensive jewellery
• Avoid the ‘rough’ areas of your city. Check with your hotel concierge if in doubt.
• Don’t travel more than 50 miles (80 km) from your hotel. Be within one hour’s travel by land.
• Leave a contact number with your Purser/SFS when you’re leaving and not staying at a hotel
• Don’t accept anything from strangers, i.e. food, drinks, cigarettes, etc…
Baggage:
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• Be responsible for the contents of your own bags
• Pack your own bags
• Don’t carry anything for anybody
• Never leave your baggage unattended, i.e. at airports, hotels, etc…, and keep it locked.
(4) Group Medical Training (GMT)
The table below highlights the subjects which will be covered in the classroom and through home assignments.
Classroom Topics
E-learning Module
• Aircraft Medical Equipment
• Diabetes
• Anaphylactic Shock
• Epilepsy
• Asthma
• First Response (Definition, Aims)
• Back Care & Manual Handling
• Fracture
• Basic Anatomy & Physiology
• Health Promotion
• Basic Life Support
• Heart Disorders
• Bleeding
• In-flight Childbirth
• Breaking Bad News
• Medlink (ground medical assistance)
• Burns
• Shock
• Choking
• Sprains & Strains
• Cardiac Emergencies
• Abdominal/Chest Injuries
• Alcohol Intoxication
Pre-course assignment Topics
• Appendicitis
• Death on Board
• Dislocation
• Eye Injury
• Food Poisoning
• Head/Neck Injury
• Hyperventilation
• Stroke
• Temperature Related Illness
We recommend to you visit the website listed below in preparation for the In-flight Medical Care and Basic Life Support course
American Heart Association http://www.americanheart.org/
American Red Cross http://www.redcross.org/
St.Johns Australia http://www.stjohn.org.au/
St.Johns UK http://www.sja.org.uk/sja/first-aid-advice.aspx
(5) Cabin Crew Service Training Programme (CCST)
• The Emirates Group
• Cultural Understanding
• Customer Profiles
Our Customer Experience
• Communication Skills
• Your Working Environment
• Etiquette & Ambience
• Food & Beverage
• Documentation
• Cabin Crew Manager Talk/Human Resources Talk
Prepare to Fly
• Scheduling talk
• IT Refresher
• Licensing requirements
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Cabin Crew and Training Team Overview
Cabin Crew Managers report to their designated Manager of Cabin
Manager Cabin Crew
MCC
Crew on a regular basis with any related issues to crew and they will
oversee the development of their team and the department.
Cabin Crew Managers
CCM
Crew will be designated a specific Cabin Crew Manager who they will
report to on a regular basis to assess their onboard performance.
Senior Flight Purser
SFP
To provide feedback on the overall Service Delivery products onboard
and monitor quality control.
Purser
PUR
Responsible for the performance of the cabin crew and all aspects of
the cabin service (in all cabins). Team leader.
Senior Flight Steward/ess
SFS
Senior crew member responsible for the crew and service in Economy
and Business Class cabins.
First Class Crew - Grade 1
FG1
Responsible for the delivery of the in-flight product in the First Class
cabin.
Business Class Crew – Grade 1
G1
Responsible for the delivery of the in-flight product in the Business
Class cabin.
Economy Class Crew – Grade 2
G2
Responsible for the delivery of the in-flight product in the Economy
Class cabin.
Ab-initio – Graduating
Supernumerary
SUPY
Once you have graduated from training you will have a supernumerary
flight on both the Airbus and Boeing aircraft or A380 aircraft.
A supernumerary is an additional member of the team who is part of
the initial crew complement.
Training Specialists
TS
Training Specialists are our training professionals who are responsible
for design, delivery, evaluation and the quality of our training. Many ex
Cabin Crew have taken this career path.
Training Officers
TO
Training Officers are responsible for delivery of our courses in
partnership with the Part-Time Trainers. This role is the first step on the
career path to Training Specialists.
Part-Time Trainers
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Part-Time Trainers are members of the cabin crew team who spend
their time training our Abinitio and existing crew for upgrade courses.
You will meet them in your course!
Learning Styles
Learning styles are ways in which each person concentrates, processes, absorbs and retains, new and challenging information.
Learning styles fall into three main categories:
• Visual
• Auditory
• Kinesthetic
At Emirates we take into consideration the preferrred learning styles of the individual. We find this important when encouraging you to
learn. Although most people have a preferred style, we understand that every learner develops through a blend of styles. We deliver
learning through an awareness of a blend of styles, which suits the broad needs of a group. Furthermore this gives you the opportunity
to develop alternative learning styles, along with the sense of achievement and a willingness to take on more training situations in your
future career.
Our group of dedicated and enthusiastic trainers are here to help you develop your knowledge and skills, in order for you to become a
cabin crew member. You can find further details on learning styles below:
1) Visual – information is presented through pictures, videos, books.
Learning Strategies
• As much as possible, translate words and ideas into symbols, pictures and diagrams.
• Draw symbols and pictures to facilitate recall.
• Mark the margins of your workbook with key words, symbols, and diagrams to help you remember text.
• Use highlighter pens of contrasting colours to “colour code” information.
• When learning mathematical or technical information, make charts to organize the information.
• Create charts and diagrams to illustrate key concepts.
• Use the computer to assist in organising material that needs to be memorised.
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2) Auditory – information is presented orally.
Learning Strategies
• Work with a “study buddy” on an ongoing basis to review key information and prepare for exams.
• Talk out loud to aid recall - read your notes and textbook out loud.
• Tape record lectures and replay these later
• Create your own audio tapes by reading notes and textbook information into a tape recorder.
• When learning mathematical or technical information, “talk your way” through the new information.
State the problem in your own words.
• Reason through solutions to problems by talking out loud to yourself or with a study partner.
• To learn a sequence of steps, write them out in sentence form and read them out aloud.
3) Kinesthetic – you are physically doing a ‘hands on’ activity
Learning Strategies
• As much as possible, translate words and ideas into symbols, pictures
• Note down key words/draw pictures/make charts to help you remember the information
• When studying, walk back and forth with notes and read the information out loud.
• Think of ways to make your learning tangible, i.e. something you can put your hands on.
• When reviewing new information, copy key points onto a large writing surface.
• Make use of the computer to reinforce learning - use graphics, tables and spreadsheets to further
organise material that must be learned.
• Listen to lectures while exercising. Make your own tapes containing important course information.
Activity 9: Learning Style Questionnaire
To find out your learning style:
• complete the questionnaire in the next section.
• add your score to determine your learning style.
• bring the completed questionnaire to training on day 1 of Induction.
(Bibliography for Learning Style Preference Information was taken from Learning Styles Survey by Suzanne Miller)
For further information you can search
“Learning Styles” through various websites.
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Brain Foods
The brain is an extremely active organ, making it a very hungry one. The brain cells are more sensitive to what you eat than the cells
which are located elsewhere in the body.
Did you know that the food we eat not only affects the body, but may even have more of an influence on how the brain works. By
eating the right food, you can enhance your mental capabilities – help your concentration, magnify your memory, keep yourself
motivated and defuse stress! These foods are also known as “Brain Foods”
“Brain foods” improve the following brain functions
• Concentration
• Enhanced Memory
• Better Coordination
So be nice to your brain! Give it the right nutrients by trying to incorporate the below foods into your every day eating habits.
Avocado
Peanut Butter
Bananas
Peas/Green Beans
Beef
Potatoes
Broccoli
Romaine Lettuce
Brown Rice
Salmon/Oily Fish
Cantaloupe Melon
Soya bean
Cheese
Spinach
Eggs
Tuna
Milk
Turkey/Chicken
Oatmeal
Walnuts
Oranges
Water
Yoghurt
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Learner Style Preference Questionnaire
Name:
Read the following questions and circle the response that best describes you.
1. When learning something new, you…
a) Like to have the aid of diagrams, posters, or a demonstration.
b) Like to have verbal instructions.
c) Just go for it and try it out!
2. When you are reading, do you…
a) Visualise in your mind the descriptive passages?
b) Enjoy the character’s dialogue?
c) Sometimes read action stories, but would prefer not
to read?
3. When you are spelling, do you...
a) Try to “see” the word?
b) Sound the word out before or as you spell it?
c) Write the word down to find out if it looks or “feels”
right?
6. If you are putting something together, you…
a) Follow instructions and look at the pictures.
b) Wish there was a video tape or a tape explaining
what to do.
c) Ignore the instructions and figure it out as you go!
7. When trying to recall names, do you remember…
a) The person’s face but not their name.
b) The person’s name but not their face.
c) Clearly the situation in which you met them.
8. When giving directions to someone, you…
a) Visualise the route first or draw a map
b) Give clear, concise instructions.
c) Move your body and gestures as you give the
directions
4. When concentrating on something, you…
a) Are distracted by movement and untidiness around
you.
b) Are distracted by noises in the area in which you
are working.
c) Have difficulty sitting still for even short periods of
time
9. If you need help with a particular computer application,
would you…
a) Look for pictures or diagrams to explain the
solution?
b) Ask someone for help or call a help desk?
c) Persevere and try to figure it out yourself?
5. When problem solving, you…
a) Write the problem down or draw diagrams to visualize it.
b) Talk to someone (or yourself) about it.
c) Try and use concrete objects to find a solution.
10. You can remember a list of items best if you…
a) Write them down.
b) Recite the list to yourself.
c) Use your fingers to count the items off.
What is your learning style preference?
Scoring: Add the total number of responses for each letter (A,B,C) and record each total below.
A
B
C
Many people have more than one learning style, so you may find you have some responses in each category. The category with the
greatest number of responses may be your main learning style.
If the majority of your responses were (A), you are a Visual learner.
If the majority of your responses were (B), you are an Auditory learner.
If the majority of your responses were (C), you are a Kinesthetic/Physical learner.
You may find that you have a combination of learning styles.
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About You
You must complete the following work in this section and bring this with you
on the first day of your Induction.
1. Tell us about yourself
You are to complete this activity as this information will help your trainers and your fellow trainees to get to know you better.
1st Language
2nd Language
3rd Language
Languages spoken (spoken/written)
List special skills e.g. nurse, trainer,
engineer
Educational Background
List previous work experience
Have you worked with other cultures?
Describe what you did.
Your preferred Learning Style (as per
the questionnaire)
List your hobbies
Describe your expectations of the
Training
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2. Tell us about your flight experience
On your flight to Dubai, observe the Cabin Crew prior to take-off, during the flight, before and after landing. Make notes of your
observations below.
Aircraft Type: Airbus or Boeing
State how many classes are on this aircraft and which ones they are
Observe the cabin crew
• Prior to take-off
• During the flight
• Before and after landing
And complete the following:
Prior to Take Off – Customer Service/Safety
Welcome on Board
• Cabin Crew Welcome
• Items offered by Cabin Crew
• Cabin Appearance
• Interaction with Customers by Cabin Crew
• What tasks did the crew carry out in relation to passenger safety?
During the Flight - Customer Service/Safety
After take off
• Interaction with Customers by Cabin Crew e.g., answered call bells, assisted parents with infants
• Describe in detail, items offered by Cabin Crew; and how did it make you feel as a customer
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• What facilities did you notice in your seat and the cabin?
• What facilities did you notice in the lavatory?
• What tasks did the crew carry out in relation to passenger safety?
Prior to Landing- Customer Service/Safety
• What tasks did the crew carry out in relation to: a) passenger safety? b) customer service?
After Landing- Customer Service/Safety
• Cabin Appearance
• Interaction with Customers by Cabin Crew
• Cabin Crew Farewell
• What tasks did the crew carry out in relation to passenger safety?
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Overall, what impressed you the most about the cabin crew in relation to service and safety.
What can be improved during the flight in relation to cabin crew service and safety?
What P.A.’s (Public Announcement) did you hear during the flight?
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Welcome to the World’s Best In-flight Entertainment
On behalf of our IT/Customer Systems training – Cabin Crew Training, we welcome you to our Emirates family, where our motto
is - ‘We endeavour to deliver the world’s best in-flight experience beyond expectations’. You will be oriented with this system when
you arrive in Dubai and join your colleagues in the training college. A detailed introduction to the in-flight entertainment segment
is an important part of your cabin crew training course. To set you up for success to create and deliver an excellent in-flight
experience to our customers, we would like you to experience first-hand the in-flight entertainment system and view it from our
customer’s eyes. During your IT and Customer Systems training, you will be asked to share your knowledge and experience of the
Emirates in-flight entertainment and its importance and impact on our customers’ in-flight experience.
There are different resources that you can explore to find out more about the Emirates in-flight entertainment. The first and most
effective, is to experience Emirates in-flight entertainment first hand. This can be done if you fly to Dubai on an Emirates flight to
join your colleagues here. However, if you are flying in on another airline or have been recruited while being here in Dubai, your
best source for information would be the Emirates website, www.emirates.com. You can read about the in-flight entertainment by
selecting ‘In-flight Entertainment’ from the ‘Fly Emirates Experience’ menu as is shown in the image below.
Interior Of The Aircraft
Below are a few in-flight entertainment related questions we would like you to answer using the resources mentioned above.
The knowledge you will gather and your experience will provide you with invaluable insights that you can share when you start your
classroom training.
Q.01
If you flew on Emirates and used the in-flight entertainment onboard, give a brief answer to each of the following question:
a. What was the in-flight entertainment system in your flight called?
b. What is one word you would use to best describe your experience while using the system?
c. What is one feature of the system that you liked most and why?
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Q.02
Not all Emirates aircraft have the same in-flight entertainment system. How many systems are there and what is the name of each?
Q.03
What does the term ‘ICE’ refer to when used in the context of the Emirates in-flight entertainment system?
Q.04
Can an Emirates passenger find out what in-flight entertainment is playing onboard before take-off? If yes, describe how.
Q.05
Emirates in-flight entertainment has more to offer than just movies and audio programs. Take a moment to browse through the
‘Information’ section of the IFE system and list at least 3 types of information that can be found here.
Q.06
Review the ‘Communication’ section of the IFE system and list at least 3 types of communication that Emirates customers can use
on the system. What systems would you like to use if you were travelling on business? Also, find out if there are other communication
facilities that may be available on the aircraft (and not part of the in-flight entertainment) and include them in your list.
Information and Technology (IT) Training
The Ab-initio cabin crew training program includes an IT training day which introduces you to a dedicated Cabin Crew website called
the ‘Cabin Crew Portal’. The portal features several applications to help you manage your flight-related operations. The Cabin Crew
Portal is protected by a strong security barrier to prevent any outsiders (non-Emirates crew) from accessing this website. You will only
be able to access the Portal after completing your IT training.
The cabin crew IT training has no pre-requisites. However, basic familiarity with computers and their usage and Internet browsing skills
makes the training easier and much more enjoyable. If you suspect that you lack these basic skills, it would be to your advantage to
begin developing these skills as early as possible, preferably before you start your Ab-initio cabin crew training.
Access to the Cabin Crew Portal is granted to you just before you start your first week of training. On the day of your IT training, you
will learn how to access the portal by using a combination of a pass-code and a password. Password creation might seem an easy
task but the security deployed to protect the Cabin Crew Portal requires a special kind of password. The ‘Passwords’ section below
includes an exercise to help you create a password that conforms to the Emirates rules and restrictions. Use this section to help you
prepare to create the right type of password for the Crew Portal.
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In addition to accessing the Cabin Crew Portal, the IT training includes a session covering emails and their use. During the training,
you are expected to use the Emirates email application to communicate with your managers, trainers and other colleagues within the
business. If you are not familiar with emails it will be helpful to start learning about it before the training. Free email accounts can be
created over the Internet almost everywhere in the world. Some of the famous free Internet email providers are hotmail, yahoo, and
Gmail. To be fully ready for your IT training, familiarize yourself with the email applications mentioned above and practice the following
simple email actions:
• Creating an email
• Replying to an email
• Forwarding an email
• Adding a contact to the address book (or contacts)
• Deleting an email
Passwords
Emirates IT security requires that passwords are created following strict rules and conditions. Below are the list of rules which the
passwords have to conform to. A few examples and entry fields have been included for your help.
Have the passwords you created on the following page ready with you during the IT training, so that they can be checked
by your trainer before selecting one of them to be used for accessing the crew portal.
Password Rules:
1. The number of characters used for the password must be between 7 and 11 (no less than 7 and no more than 11 characters long).
2. The password must not include a name or part of a name.
3. The password must include at least one number (1, 2, 3, …etc.)
4. The password must include at least one lower case alphabetic letter (a, b, c, d, e, … etc.)
5. The password must include at least one upper case alphabetic letter (A, B, C, D, … etc.)
6. The password must include at least one special character (!, @, #, $, %, &, *, ?, >, :, {, … etc.)
Examples of correct password:
Lov2b@40
??Ky&1999
#1a2B3c4D#
HeIs>40
US$_inBank
?U2Me?
Examples of incorrect password:
James@31
2BOrNot2B
Fill in your own password based on the rules above:
Sample 1
Min
Max
Min
Max
Min
Max
Min
Max
Sample 2
Sample 3
Sample 4
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Aviation Terminology
Safety and Emergency Procedures (SEP)
Now that you have chosen your career as cabin crew you will be exposed to a different type of language, which we refer to as aviation
terminology. We have listed below the most frequently used terms that you will hear during both your training and whilst you are flying
on board the aircraft. We suggest you familiarise yourself with this terminology, to aid you in your training and career.
Basic Aeronautics – The Aircraft Parts
Initial
Term
A/C
Aircraft
Aft
Cargo
Description
A means to transport people and goods by air
Near or towards the back part of the aircraft
The lower portion of the aircraft fuselage
Chocks
A triangle shaped rubber block placed in front of and behind the wheels to keep the A/C in
its place when it’s parked
Forward
Near or towards the front part of the aircraft
Fuselage
The main body of the aircraft
EXT
Exterior
The outside of the aircraft
INT
Interior
The inside of the aircraft
FWD
Landing Gear
Nose
Tail
The aircraft under carriage, wheels
The most forward portion of the aircraft fuselage.
The rear section of the A/C. It consists of horizontal and vertical stabilizers,
elevators and the rudder
Interior Of The Aircraft
Initial
Term
J/C
Business Class
Bulkhead
A premium cabin in the aircraft
A solid, rigid divider separating different cabins
Cabin
The interior of the aircraft where passengers are seated
Configuration
The pattern of seats (layout of the interior of the aircraft)
Emirates Handset
Y/C
Economy Class
F/C
First Class
IFE
In-flight
Entertainment
Inboard
A device which is equipped to make telephone calls and has several seat and personal
video screen (PVS) controls
The cabin with the largest portion of cabin seats, sold at an economical price
The premium cabin on board the aircraft
The onboard multimedia system which displays movies, games and many other features
The area in all passenger cabins which is located closer to the centre of the aircraft
LHS
Left Hand Side
The left hand side of an aircraft when viewed from the tail to the nose. The Captain always
sits on the LHS.
LSU
Lavatory
Service Unit
A panel in the lavatory which contains several functions e.g. a call bell, electrical outlet etc
LAV
Lavatory
MID
Middle
O/B
PSU
Washroom, toilet
Half way
Outboard
The area in all passenger cabins which is located closer to the aircraft fuselage, windows
and doors
On board
On or inside the aircraft
Passenger Service A panel above the passengers’ seat which contains certain items such as air vents, reading
Unit
lights and oxygen compartment.
PVS
Personal Video
Screen
ROB
Remain on Board
Aircraft items that must stay on board the aircraft and are offloaded in Dubai only
RHS
Right Hand Side
The right hand side of an aircraft when viewed from the tail to the nose.
Seat Pitch
35
Description
A television located in the back of every passenger seat, to view movies and play games
The distance between rows
Initial
Term
SU
Service Unit
Description
A panel which is located above the cabin crew jump seats which contains several functions
such as the oxygen system compartment, reading lights
Cabin Door Terminology
Initial
Term
Description
Arming
A procedure which is carried out at each cabin door at the beginning of the flight during
pushback to engage the slide rafts/escape slides to the door sill, so they will inflate once the
cabin door is opened in an evacuation
Dis-arming
A procedure which is carried out to the cabin doors at the end of the flight
dis -engaging the slide rafts/escape slides and reverting the doors back to normal operation
Girt Bar
A bar which connects the slide rafts to the floor of the aircraft
Girt Bar
Flap Cover
A flap or piece of material which covers the girt bar
Slide Raft
An inflatable slide which provides rapid evacuation and can also be detached from the
aircraft and converted to a raft for sea survival
Airbus - Components of the Communication System
Initial
Term
AAP
Additional
Attendant Panel
A panel which can be used to switch off the cabin lights in specific cabins, plus other
various functions
ACP
Area Call Panel
An indication panel in the ceiling consisting of coloured lights, 2 amber,
2 blue and 1 red. Amber represents a call from the lavatory, Blue represents a call from a
Passenger and Red indicates a call from the cockpit or cabin crew
AIP
Attendant
Indication Panel
A panel that consists of written messages and visual indications (e.g. red or green lights)
during emergency and non emergency situations
CIDS
Cabin
Inter-Data
Communications
System
This controls and monitors most of the cabin systems e.g. lighting, passenger calls, cabin
temperature etc.
EVAC
CMD
Evacuation
Command
FAP
Description
A button which activates the evacuation signalling system on the aircraft
Forward Attendant A panel/screen on the aircraft which is equipped to control certain functions e.g. systems,
Panel
lighting in the cabin, galleys etc.
Boeing - Components of the Communication System
Initial
Term
Description
CACP
Cabin Area
Control Panel
A touch screen panel which is equipped with cabin functions such as controlling the lights,
temperature and viewing the call bells etc
CMS
Cabin
Management
System
This controls and monitors most of the cabin systems e.g. lighting, passenger calls, cabin
temperature etc.
CSCP
Cabin System
Control Panel
A panel used to control the entertainment system, cabin controls or maintenance on board
the aircraft
CSP
Crew Switch Panel
A panel above every main crew jump seat containing switches e.g. evacuation, work lights
etc.
MCL
Master Call Light
An indication panel located in the ceiling, consisting of coloured lights, 2 amber, 2 blue and
1 red. Amber represents a call from the lavatory, Blue represents a call from a Passenger,
Red indicates a call from cockpit or cabin crew.
General Components for All Aircraft
Initial
Term
CI
Cabin Interphone
PTT
Push To Talk
PA
Public Address
System
Description
The communication/telephone system on board the aircraft
A button on the interphone used to activate the passenger address system
An announcement heard by all passengers
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Emergency Equipment Terminology
Initial
Term
Description
INOP
Inoperable
Not functioning or working
ELT
Emergency
Locator
Transmitter
A Radio beacon - it is used to send a distress signal
EMK
Emergency
Medical Kit
A medical case which is stowed on board the aircraft containing multiple first aid items.
EPAS
Emergency Power
Assist System
A system which is installed in the cabin doors on the B777 aircraft to assist the crew in
opening the door in an evacuation
FAP
First Aid Pouch
Halon
Lanyard
A black medical bag containing certain first aid items
A fire extinguisher that is used on board the aircraft
A string or rope which can be used to reach, tie or connect equipment
IFE Cabin defect
logbook
Assigned to each aircraft whereby any unserviceable or unacceptable items pertaining to
the aircraft or the flight are recorded.
MRT
Manual Release
Tool
A piece of equipment used to manually open the oxygen compartment on the Airbus
aircraft
PBE
Protective
Breathing
Equipment
PSI
A device to protect you against smoke or toxic fumes. Also called a smoke hood
Power Assist
A system which is installed in the cabin doors on the Airbus Aircraft to assist the crew in
opening the door in an evacuation.
Pounds per
Square Inch
A measurement used to describe pressure
Pre-Flight
Check
A check which is carried out to all equipment and certain items on board the airport prior to
departure
R406
Radio Beacon
A Radio Beacon – it is used to send a distress signal
SRAK
Supplementary
Slide Raft
Accessory Kit
A yellow bag on board the A/C which contains certain items for survival
Emergency Related Terms
Initial
Term
ABP
Able Bodied
Passenger
ALERT
Aircraft Type
Procedures
Location of
Jump seats
Responsibilities
& Duties, Threat
RTO
Rejected Take-Off
Description
A passenger who is able and willing to help you during an emergency situation
A 30 second mental review that cabin crew carry out, prior to and during every take-off and
landing phase of the flight
When the aircraft is on the runway and is gathering speed, the captain uses the breaking
systems to stop the aircraft from taking off, due to an emergency or abnormal situation
Crew Terminology
Initial
Term
CAPT
Captain
CCM
Cabin Crew
Member
A person whose duty it is to take care of passengers on the aircraft and incorporate all the
relevant safety procedures during the flight
DH/PCM
Deadhead or
Positioning Crew
Member
A crew member on duty who is travelling on board the aircraft as a passenger to get from
one station to another to commence a duty, or to return to base after a flight on which they
have just operated
F/O
First Officer
Crew Comp
37
Description
The pilot in charge on board the aircraft
He or she are there to assist the Captain during the flight
Crew Complement The number of crew required to operate onboard an aircraft of a given type
PUR
Purser
SCCM
Senior Cabin
Crew Member
Overall team leader on board
Purser or SFS
Initial
Term
SFS
Senior Flight
Steward/ess
Briefing
CBT
Computer Based
Training
Description
Team leader in Economy or Business Class
A meeting between the crew members and pilots to exchange important information before
a flight. Points discussed are SEP, First Aid, Service and information about the customers
and the destination. This takes place at crew breifing at the Emirates Group Head Quarters
(EGHQ), before every flight.
An interactive training session conducted on a computer
Flight Deck and Aircraft Terms
Initial
Term
ALT
Altitude
The vertical distance from sea level
Altimeter
An Instrument to measure the altitude (measured in feet or meters)
Automatic Pilot
An instrument to keep the aircraft flying without human control
Cockpit/ Flight
Deck
The area from where the pilots operate the aircraft
De-icing
Drag
Ditching
Flt
Emergency ‘landing’ on water
Flight
The journey between destinations
Pilots, e.g. Captain and First Officer
Flight number
The number assigned to a particular flight
Flight Coupon
A portion of the passenger ticket
Flight Operations
Flt Time
Flight Time
GPU
Ground Power
Unit
ILS
Instrument
Landing System
Inbound
The department in charge of pilots and flight related issues
Total time elapsed from chocks “off” on departure and chocks “on” during arrival
An electrical generator connected to the aircraft to provide electricity while on ground
Navigational aid used by pilots in the approach and landing at an airport
Flying into a destination point (return flight)
Knots
Speed measurement (one nautical mile per hour)
Load
The number and weight of goods to be carried on board, including passengers, crew,
baggage, cargo, catering and fuel
Maximum Landing
The maximum weight an A/C can safely land
Weight
MTOW
Maximum Take off
Weight
MEL
Minimum
Equipment List
Outbound
OWE
Resistance of the air to the movement of aircraft
All specific types of aircraft belonging to a company
Flt Ops
MLW
A process by which ice, snow and sleet is removed from the wings and fuselage using a
mixture of hot water and de-icing fluid
Fleet
Flight Crew
Member
Flt No
Description
Over Wing Exit
Pushback
Taxi
Thrust
Turbulence
Walk Around
The maximum weight on A/C can safely take off
A list of equipment which MUST be serviceable and onboard an aircraft in order to depart.
This list is located in the Flight Deck
Flying away from a station or point
An exit which is located over and opens on to the wing of the aircraft
When the aircraft is being pushed backwards, away from the parking bay by a vehicle called
a tug.
A slow movement of the A/C, when it is heading to (taxi out) or from (taxi in) the runway
under it’s own power
A force acting on the A/C as a result from the hot exhaust gases created by the jet engines
Rough air caused by winds and masses of hot and cold air meeting
Pre flight check of the A/C exterior done by the pilots walking around the A/C
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Control Surfaces Terminology
These are the hinged surfaces which can be found on the wings and the tail of the aircraft.
Initial
Term
Aileron
Air Brakes/
Spoilers
Elevators
Flaps
Leading Edge
Description
A hinged control surface on the trailing edge of the wing which enables the aircraft to make
a rolling movement while flying in the air
A hinged control surface on the upper wing surface to help stop the aircraft after landing
Control surfaces hinged on the trailing edge of the horizontal stabilizers controlling the
pitching movement of the aircraft
A hinged control surface on the trailing edge of the wing which can be extended or retracted
in order to increase or decrease the wing surface
The forward part of the wings
Pitching
A movement of the A/C controlled by the elevators which allows the A/C to move upwards
or downwards in the air
Rolling
An aircraft rolls on its left or right side with the help of the Ailerons, which are located on the
wing, while it is airborne
Rudder
A hinged control surface on the vertical stabilizer which turns the A/C left and right when it is
airborne
Stabilizer
Trailing Edge
Yawing
The tail part of the aircraft to help the aircraft in the air. It has two parts, the horizontal and
the vertical stabilizer
The aft part of the wings
A movement of the A/C controlled by the rudder allowing the A/C to turn left or right when it
is airbourne
Airport Terms
Initial
Term
Airbridge/ Jetway
A power driven moveable passage connecting the aircraft to the terminal building.
ATA
Actual Time Of
Arrival
The actual time an aircraft arrives at its destination (chocks on)
ATD
Actual Time Of
Departure
The actual time an aircraft departs the airport (chocks off)
ATC
Air Traffic Control
A department located at all airports, who are responsible for giving instructions by radio to
pilots during cruise and to prepare them for take off or landing
Baggage
Luggage carried by passengers
Boarding
The action of passengers leaving the terminal building and entering an aircraft for a flight
Boarding Card
Check Baggage
Control Tower
Disembarkation
Deplane
Gate
Hangar
A card given to the passenger indicating the seat allocated to them and various other
information e.g. flight number, boarding gate number
Passengers’ baggage which is loaded into the cargo hold
A tall building located near the runway monitoring the location and movement of all aircraft
during taxi, take off, landing and parking
The act of leaving the aircraft after a flight
An area where the passengers board the aircraft from
A ‘garage’ for the aircraft.
Hi Loader
A vehicle transporting wheelchair passengers or catering from the airport to the aircraft or
vice versa when an airbridge is not available
No Show
A passenger with a reservation who does not show up for the flight or cabin crew who do
not show up to work
Off load
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Description
Anything removed from the aircraft. Including passengers, crew, baggage and cargo
PAX
Passenger
Occupants of the aircraft (customers)
Pax Man
Passenger
Manifest
A list of all passengers on board
PIL
Passenger
Information List
A list of passengers with special requests (e.g. vegetarian, child meal, wheel chairs,
Skywards passengers etc)
Airport Terms
Initial
Term
Description
RMP
Ramp
The area at an airport designed for the movement and parking of aircraft
TOB
Runway
The area at an airport designed for take off and landing of the aircraft
Taxiway
The area of the airport between the runway and the parking bay/ramp
Total on Board
Tug
The total number of passengers and crew onboard
A motorized vehicle that attaches to the front of an aircraft, used to push or pull the aircraft
when it is not using its own power (e.g. during pushback)
UM
Unaccompanied
minor
WCHR
Wheelchair (Ramp)
WCHS
Wheelchair (Stairs) Passengers who can walk to and from their seat but cannot ascend and descend the stairs
WCHC
Wheelchair
(Chair)
A child who is below 12 years old and travelling alone
Passengers who can walk up and down aircraft steps and to and from their seat. These
passengers cannot walk long distances
Passengers who are completely immobile. They require a wheelchair to and from the aircraft
and to and from their seat
Aviation Regulatory Bodies
Initial
Term
CAR OPS
Civil Aviation
Regulations
Set of rules and regulations recommended by JAR OPS (Joint Regulations) adopted by the
DGCA (Directorate General Civil Aviation), These are the procedures that Emirates“ Airline
abide by
FAA
Federal Aviation
Agency
The Federal Aviation Administration (FAA) is an agency of the United States Department of
Transportation with authority to regulate and oversee all aspects of civil aviation in the U.S. It
is the single most influential governmentally run aviation agency in the world
GCAA
General Civil
Aviation Authority
The GCAA are the national body governing civil aviation in the Gulf. The GCAA looks after
the interests of ICAO and oversees the implementation of the aviation standards set by them
ICAO
International
Civil Aviation
Organisation
International governing body responsible for determining and maintaining standards in
international aviation
IATA
International
Air Transport
Association
This is the organization of international and domestic airlines that have agreed on and set up
rules and regulations relating to; fares, safe air transport etc. They work in co-operation with
ICAO
JAA
Joint Aviation
Authority (Europe)
Description
The JAA is an associated body of the European Civil Aviation Conference (ECAC)
representing the Civil Aviation Regulatory Authorities of a number of European states, who
have agreed to cooperate in developing and implementing common safety regulatory
standards and procedures. It’s work has extended to - operations; maintenance; licensing
and certification/design standards of all classes of aircrafts
General Terminology
Initial
Term
CB
Circuit Breaker
A device that automatically stops an electric current if it detects abnormal electrical activity
CCST
Cabin Crew
Service Training
The Department in charge of Service Training
EES
Emergency
Evacuation
Simulator
GMT / Zulu
Greenwich Mean
Time / Zulu
SEP
Safety and +
Emergency
Procedures
SOP
Description
The EES is a cabin simulator which is used to replicate on board emergencies
The ‘mean’ or standard of time. Time used to simplify and reduce the possibility of error
when dealing with more than one time zone, or recording times
Specific procedures that the company implements in accordance with National and
International aviation regularity bodies (e.g.: GCAA, ICAO)
Scheduling
The department allocating crew duties, standbys and days off. They are responsible for
ensuring that all flights are allocated sufficient operating crew
Standard
Operating
Procedures
Rules which are set by the governing bodies of aviation e.g.: ICAO, CAR Ops which cabin
crew follow and are trained on
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Service Terminology
Initial
Term
Description
Amenities
A galley container which may contain coasters, napkins, plastic bags, etc
Cabin Service
Trainer
CST
The CST is a replica of the interior of an aircraft cabin in which learners have the opportunity
to practice in a realistic environment
Catering
The department which supplies service items (e.g. meals, beverages and toys)
Containers
Metal or plastic boxes loaded into the aircraft galleys for the stowage of items e.g. bottles,
melamine, cups, saucers, amenities etc.
Dry Stores
A galley container filled with tea, coffee, biscuits, sugar etc.
Hot Cups
An electrical jug to heat water
Hollowware
A galley container filled with tea pots, coffee pots etc.
In-flight Service
The distribution of amenities and refreshments to passengers during a flight
Melamine
Dishes used on board the aircraft in the Economy cabin
Skywards
Emirates frequent flyer programme
Security Terminology
The following is an explanation of terms used within training:
Term
Advanced Restraint Techniques
Description
Simple and easy to use techniques designed for cabin crew to use as a last resort when a
disruptive passenger endangers the safety of the aircraft, passengers, crew or themselves.
Conflict Management
Dealing with difficult situations by trying to diffuse them and turn them into a win win outcome.
With ‘Air Rage’ on the increase globally, it is necessary for cabin crew to use and develop skills
to resolve conflict. Our actions when confronted with a threatening situation can be instinctive or
planned. However, we must remember that we have rules to follow which are set by company
policy and legislation.
Hijacking
Seizing control of a public transport vehicle, such as an aircraft in order to achieve goals. In
Emirates the primary aim of the cabin crew is to help ensure a safe outcome and the reaction of
the cabin crew can have a significant effect on this.
Least Risk Bomb Location (LRBL)
Sabotage
Assigned area on board an aircraft to place the suspicious device.
Deliberate destruction or damage of equipment in order to hinder a particular group. It is not
unusual in the commercial airline industry to receive bomb threats. Although most of the threats
turn out to be false, it is important that cabin crew know how to react should they be faced with
such a threat.
Security Checks
Searching the aircraft for any suspicious items (pre-departure and after arrival). Carrying out
thorough Security Checks in the aircraft cabin is a legal requirement and the responsibility of
every crew member and a vital part of their job.
Weapons Recognition
The familiarization of different types of weapons that could be brought on board the aircraft.
Group Medical Training - First Response Terminology
The following glossary contains explanations of medical terms used in the First Response course. Please read and familiarise yourself
with this terminology.
Term
Abdomen
Action Plan (DRSABCD)
Part of the body between the chest and the pelvis, containing digestive organs
This is a series of steps that cabin crew will follow when dealing with a collapsed casualty:
Danger, Response, Shout for help, Airway, Breathing, Compressions, Defibrillator
Adjunct
An accessory or auxiliary agent or measure. E.g. An oropharyngeal airway is an airway
management adjunct
Agitated
When someone is restless or unable to be still
Airway
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Description
The passage through which air enters and leaves the lungs. Also known as the nose, mouth and
trachea
Term
Allergic reaction
Amputation
Anatomy
Description
The body’s abnormal reaction to a substance such as food or pollen, the skin may become red,
rash, lips may swell and face may swell
Complete or partial removal of a part of the body
Refers to the structures of the body
Anaphylactic Reaction/
Allergic Shock
It is a severe allergic reaction affecting the whole body, resulting in a drop in blood pressure and
difficulty in breathing. It can be gradual or sudden in onset and potentially fatal.
Angina
Chest pain of a crushing nature, experienced when narrowed coronary arteries are unable to
meet the demands of physical exertion, stress or excitement. This is particularly so as a result of
mild hypoxia associated with cabin altitude
Antipyretic
Appendicitis
Appendix
Artificial ventilation
A medication that reduces fever
Inflammation of the appendix
A short, closed tube attached to the large intestine
Movement of air into and out of the lungs by artificial means, commonly known in first response,
as mouth to mouth
Before taking any action to deal with a medical emergency, cabin crew should be able to gather
information regarding the casualty’s condition through these methods:
Assessment
To check for consciousness:
A – alert
V – response to voice
P – response to pain
U – unresponsive
To ask for history:
S – signs and symptoms
A - allergies
M - medications
P – past medical conditions
L – last meal
E – events that may trigger
Asthma
A condition in which the air passages of the lungs go into spasm and constrict, due to irritation
and allergic reactions, making breathing difficult (especially breathing out causing wheezing
sound)
Artificial ventilation
Movement of air into and out of the lungs by artificial means, commonly known in first response,
as mouth to mouth
Bandage
A material used to hold a dressing over bleeding wounds, burns or fractures. It can also be used
to support and elevate an injured limb
Barotrauma
Basic life support (BLS)
Injury of a part or organ as a result of changes in the barometric pressure. E.g. injury to the ear
due to increased cabin pressure
Maintenance of the airway, breathing and circulation
Breastbone
Flat bone (also called sternum) which forms middle of chest and helps separate and support the
ribs
Bruise
An injury that does not break the skin but causes damage to the small underlying blood vessels
(capillaries) which leads to an internal bleed and causes discoloration beneath the skin
Burns
Damage to the skin caused by extremes of temperature – hot or cold; chemicals; corrosive
substances; electricity; friction and radiation. It is classified as superficial, partial thickness and
full thickness
Cardiac Arrest
Cardio-Pulmonary Resuscitation
(CPR)
Carotid artery
It refers to an unresponsive casualty who has no breathing and no signs of circulation.
It is an emergency medical procedure for a victim of cardiac arrest which is a combination of
rescue breathing and chest compressions. Provides oxygen and pumps the blood around the
body.
The main artery supplying blood to the head. The carotid pulse can be felt in the neck.
Casualty
A person, alive or dead, who has suffered an accident or sudden illness.
Childbirth
The process of delivering a baby. It has 3 stages:
1st stage – full dilation of cervix, mother’s body is preparing to give birth
2nd stage – delivery of the baby
3rd stage – delivery of the placenta (after birth)
Choking
A partial or total obstruction of the airway caused by a foreign object, e.g. food, peanuts, a small
toy, etc.
Clammy
An unpleasant sticky, moist damp feeling on the skin
Clonic
Collapsed
Coma
Compression
Uncontrolled, rapid body movements
To suddenly fall down due to illness/injury
Complete unconsciousness when all reflexes are absent
To apply pressure
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Term
Conscious
Contaminated
Coronary arteries
Awake, alert, responsive (physically and verbally).
A term used in reference to a wound or other surface that has been infected with bacteria; may
also refer to polluted water, food or drugs.
The vessels which delivers oxygenated blood to the muscles of the heart
Defibrillator
A machine which delivers an electric shock to the heart. It is used for Cardiac arrest
Dehydration
Excessive loss of water, sugar and salt from the body.
Diabetes
Lack or inability of the body to use insulin effectively. Insulin regulates blood sugar. It may result
to Hypoglycaemia or Hyperglycaemia.
Dilation
The process of expanding or enlarging
Disabled
Lacking one or more physical abilities
Dislocation
Injury in which bones at a joint are pushed out of normal contact with each other.
Dislodge
Remove from a previously fixed position
Disorder
An illness or medical condition.
Drowsy
Heavy with sleepiness.
Epipen
An auto-injector which contains epinephrine – a hormone that reverses the effects of
Anaphylactic Reaction.
Euphoria
Eustachian tube
An exaggerated feeling of well being.
A tube that connects the ear to the back of the throat. This tube is used to ‘equalise’ pressure
by swallowing or popping.
Exhalation
The act of breathing out
Extremity
A limb: arms, legs, fingers or toes.
Fainting
A brief reversible loss of consciousness caused by insufficient blood supply to the brain.
Fatigue
Physical or mental exhaustion due to exertion
Febrile
Having an elevated body temperature, feverish. Temperature greater than 37C.
Fits & Seizures
It is a simultaneous involuntary contraction of many of the body’s muscles, caused by a
disturbance in the electrical activity of the brain.
Food poisoning
A sudden illness, usually vomiting and diarrhoea caused by eating food contaminated with
bacteria.
Fracture
A break or crack in a bone.
Gestation
The period that the mother carries the baby in the uterus until childbirth occurs
Heart
The hollow, muscular organ that pumps blood around the body.
Hereditary
Inherited/passed down from ancestry i.e. Parents grand parents.
Hiccups
A spasm of the diaphragm producing a sudden breathing in of air resulting in a characteristic
sharp sound.
Hives
Red or white raised patches on the skin, often associated with severe itching; a characteristic
reaction in allergic responses.
Hypoxia
Inhaler (puffer)
Medical Equipment
Medlink
Medical Shock
Nausea
Low oxygen content in the blood, tissues and body cells.
A device to deliver a regulated dose of asthma medication e.g. Ventolin
Used to aid in the diagnosis, monitoring or treatment of medical conditions. Emirates aircrafts
carry medical kits/equipment which includes: First Aid Kit (FAK), First Aid Pouch (FAP),
Emergency Medical Kit (EMK), Supplementary EMK, Tempus IC, Universal Precaution Kit,
oxygen bottles and resuscitation kit.
It is an Emergency Medical Advise Centre based in the USA, involving medical doctors on
ground that operate on a 24-hour basis to assist cabin crew when dealing with a medical
situation on board.
Failure of the circulatory system (heart, blood and blood vessels) to supply an adequate amount
of blood and oxygen to the organs/tissue.
An unpleasant sensation felt usually before vomiting.
Navel
The ‘belly-button’, point of connection where the umbilical cord was attached.
Nostril
Either of the two openings at the end of the nose.
Pale
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Description
To have a ‘whitish appearance/colour, usually because of illness, shock or fear
Term
Panadol
Peptic ulcer
Pollen
Profuse
Resuscitation
Scald
Semi-conscious
Description
Panadol is an analgesic for mild pain; also used as an antipyretic.
Generic Name: Acetaminophen
Brand Name: Datril, Tylenol, Panadol, Phenaphen, Tempra and Anacin III
An ulcer or a sore in the lining of the esophagus, stomach, or duodenum, usually caused by a
bacteria.
A substance produced by the anthers of shed bearing plants consisting of numerous fine grains
containing the male fertilising cells.
A lot, excessive.
The act of reviving an unconscious or apparently ‘dead’ casualty.
A burn caused by hot liquid or steam.
Slightly disorientated state of partial consciousness.
Slurred
Word pronounced or spoken un clearly.
Spasm
Sudden, involuntary contraction of a muscle, or group of muscles
Spinal cord
Bundle of nerve tissue extending from base of brain to lower back; surrounded and protected
by the spine.
Sterile
Free from living organisms, such as bacteria
Sting
Sharp pain caused by a bite of an insect
Stroke
A condition resulting from a bleed or blood clot in a blood vessel of the brain, often involving
partial paralysis and loss of speech.
Swelling
Tenderness
An enlargement of a part of the body as result of injury or infection.
Pain felt when touched
Tingling
Feeling a prickling or stinging sensation of the flesh, as from cold or excitement
Tremor
Shaking or quivering movements of the body especially hands.
Unconscious
Without response; an abnormal state in which the body’s control mechanisms are impaired or
lost. Casualty appears as if they are in a deep sleep.
Umbilical cord
A flexible structure/cord connecting the foetus/baby to the placenta
Vaccine
A suspension of dead or weakened micro-organisms for inoculation to produce immunity to a
disease
Vagina
The lower part of the female reproductive tract extending from the cervix to the vulva: the birth
canal
Vein
Any blood vessel that carries deoxygenated blood from the tissues to the heart then from the
heart to the lungs.
Ventricular fibrillation
Wheeze
A chaotic irregular heart rhythm which is the main cause of cardiac arrest.
A high-pitched, whistling sound while breathing out characteristic of an obstruction or spasm of
the airway. Usually associated with asthma.
The above glossary is based on definitions from a variety of Medical literature sources, though many words have been further simplified
for the purpose of ease of understanding particularly for those students for whom English is not the Mother tongue.
Literature that was used as reference is listed below:
•
Australian First Aid manual (St John Ambulance) 2000
•
Airline Medical Manual (Chapman et al) – 1991
•
Medical Dictionary (Merriam Webster) – 1995
•
Human Body (Diamond Books) – 1994
•
The Rescue 911 Family First Aid & Emergency Care Book (Pocket Books) – 1996
•
Anatomy and Physiology in Health and Illness (Ross and Wilson) – 1996
•
http://encyclopedia.thefreedictionary.com/
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