1938 K Pre Course Workbook

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.

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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

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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:

21

• 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. 33

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

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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 38

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 40

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 41

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 42

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 43

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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