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Development of the Conflict Prevention Training for Flight Attendants

Student: Kuanysheva Zhanna

Supervisor: Olga I. Patosha

Faculty: Faculty of Social Sciences

Educational Programme: Psychology in Business (Master)

Final Grade: 9

Year of Graduation: 2020

The interaction of flight attendants with customers will always be an integral part of any civil air travel. Since flight attendants are the link between customers and the airline, they are the face of the company in the eyes of passengers, and the reputation of companies depends largely on them. But it is worth considering the working conditions of flight attendants, which include difficulties of a physical and psychological nature. It is also important to remember that flight attendants need to maintain communication with passengers. Unfortunately, due to various reasons, conflicts arise periodically in the course of such communications. This in turn affects the overall background of labor productivity and the emotional state of flight attendants. This condition can lead to a negative emotional reaction of flight attendants, which is important to recognize in time and avoid affecting the quality of the flight, and provoking conflicts on Board. That is why training centers should focus on teaching flight attendants the skills of conflict-free communication with passengers on Board an aircraft. In this work, at the request of the aviation training center, a training was developed aimed at the ability to correctly cope with their emotional responses within the framework of conflict behavior.

Full text (added May 19, 2020)

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