WHAT TO DO WITH A DISRUPTIVE PASSENGER

A difficult pax, and what we did him.

In the following lines we are going to talk about what to do with a difficult passenger.

https://www.caa.co.uk/passengers/on-board/disruptive-passengers/

We will see how we should:

· Keep calm
· Collect INFORMATION
· APPROACH positions.
· Generate a SOLUTION

Every crew member has had a complicated passenger, perhaps conflictive or excessively demanding.

If you haven’t had it, you will
Sometimes it can also be a co-worker.

And many times it is an interview question during assessments.

let’s go with it

Given this situation, two initial approximations can be generated:

One of shock and conflict (at some critical moment it can have its advantages, but they are the least).

And one of understanding and openness.

This second is the one recommended by QrewMentor based on the fact that the behavior of the conflicting person is due to causes that we do not know at the moment.

The first step is to remain calm.

How?

The mental structure to use is to try to eliminate the “personal part” of the problem.

Pointing the finger and accusing in a small space like an airplane does NOT usually bring positive results.

So I have to make an effort, take a deep breath and demonstrate that with that serenity we have the situation (I return to the situation and not the person) CONTROLLED.

So: CALM

Now it’s time to open the perspective.

By this I mean approaching the situation with as little prejudice as possible.

There are many factors which escape our control in such situations.

The passenger may have a physical or mental disability, a different personality, circumstances that we have not thought of.

There are many factors which escape our control.

Which brings us to the next point.
Gather information.

You have to ASK (calmly), TALK, UNDERSTAND.

A conflictive person usually has a demand for understanding and understanding (repeating their problem or situation so that they see we that we are aware of what is happening to them) helps a lot to lower the level of conflict.

So it’s time to look for information that helps to solve the matter.

Understand the source of the problem, available resources, and possible solutions.

If we make him participate in the solution, that he proposes viable options, he will be much more willing to carry it out, since it is (partly) his idea.

It is the model of the movie “inception”

https://en.wikipedia.org/wiki/Inception

THE OWN IDEA HAS MORE STRENGTH THAN THE IMPOSED.

From there, apply the solution proposed “by all”.

These steps usually resolve or reduce conflicts on board.
It is also a good structure to the famous question
“What would you do with a disruptive passenger?”

That we found in 25Q and prepared in the QM mentorships.

or even better explained in 40Q

Another day we will discuss this structure with a real example.

Until then may you find peaceful skies

Enrique. Qrewmentor team

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