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: 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 22 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 23 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. 24 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. 25 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 26 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. 27 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 28 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 29 • 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? 30 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? 31 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? 32 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 34 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 36 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 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 39 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/ 44

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