Prepare for Take-Off · Boeing Aircraft. The table below reflects a more detailed overview of our...

Prepare for Take-OffCabin Crew pre-course workbook

Aviation Terminology

About You 28 - 31

Table of Contents

Pre-course Information

About Emirates

General Aviation Information

Learning Styles

Cabin Crew Training - Service Delivery

24 - 27

3

4 - 10

11 - 16

20 - 23

17 - 20Image and Uniform Department 17 - 19


Welcome to the World’s Best In-flight Entertainment 32 - 34

About You 28 - 31

35 - 44

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AimThe 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.

Outcomes

After you have explored this workbook you will be able to:

• Gain introductory knowledge of Emirates

• Know general aviation information

• Identify the contents of your Ab-initio training

Outline of Content

The contents of this workbook outlines introductory information regarding Emirates and is divided into five

sections:

About Emirates

General Aviation information

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.

Expectedinvolvement

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

• 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

Icon and ActivitiesThis icon identifies websites for you to access further information

This icon indicates an activity which you must complete

Pre-course Information

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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 GroupEmirates is more than an airline. Refer to the above website and list below other operating divisions of the

Emirates Group?

About Emirates

www.emirates.com

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:

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Customs and cultures in the Middle East

Customs and cultures in Europe and the Americas

Customs and cultures in Asia and Africa

euroamerica.pdf

middleeast.pdf

africasia.pdf

Airbus Boeing

Aircraft Type

Q A380-800Q A340-500Q A340-300Q A330-200

Q B777-300 Q B777-300 ER Q B777-300 ER-ULR Q B777-200 LR Q B777-200

Classes of our Aircraft

Depending on the routes and for commercial reasons the aircraft can be designed in either 3 class or 2 class.

3 Class Aircraft Q First Q Business Q Economy

2 Class Aircraft Q Business and Economy Q First and Economy

ER = Extended RangeLR = Long RangeURL = Ultra Long Range

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.

For further information on the Fleet refer to emirates.com

Click on Flying with Emirates

Click on Our Fleet

Activity 3: The Emirates FleetRefer to the above website and list below features of the A380-800. The Fact Sheet will help you.

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www.emirates.com

The Emirates Destinations

Emirates is one of the fastest growing airlines in the world, now serving over 100 destinations.

These destinations are divided into three areas – • Europe and The Americas • Middle East • Asia and Africa

Route MapOctober 2009

Venice

Newcastle

Toronto

Toledo Zaragoza

Casablanca

Paris

Nice

Athens

Rome

Moscow

SeoulBeijing

Osaka

Glasgow

ManchesterBirmingham

London

MunichVienna

Milan

LarnacaTripoli

TunisMalta

Zurich

HamburgAmsterdam

Gothenburg

Istanbul

DusseldorfFrankfurt

Shanghai

SingaporeKuala Lumpur

ManilaBangkok

Jakarta

Addis Ababa

EldoretEntebbe

Dar es Salaam

Johannesburg

Cape Town

Lilongwe

Nairobi

LagosAccraAbidjan

Khartoum

Cairo

Muscat

DammamBahrain

Riyadh Doha

Sanaʼa

Jeddah

Kuwait

Tehran

Dubai

Dubai

Amman DamascusBeirut

Kolkata Hong KongTaipeiDhaka Guangzhou

Melbourne

Sydney

Brisbane

Perth

Auckland

Christchurch

Thiruvananthapuram

ChennaiBangaloreKozhikode

LahoreIslamabad

PeshawarKabul

HyderabadMumbai

Delhi

KarachiAhmedabad

Malé

KochiColombo

Mauritius

Seychelles

São Paulo

New York

Los Angeles

San Francisco

Houston

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For the latest information on the Emirates destinations refer to emirates.com

Click on Destinations & Offers

Click on Route Map

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www.emirates.com

• Austria

• Brazil

• Canada

• Cyprus

• France

• Germany

• Greece

• Italy

• Malta

• Russia

• Switzerland

• Turkey

• United Kingdom

• United States Of

America

Countries in Middle East

• Bahrain

• Iran

• Jordan

• Kuwait

• Lebanon

• Oman

• Qatar

• Saudi Arabia

• Syria

• Yemen

Countries in Asia and Africa

• Angola

• Australia

• Bangladesh

• China

• Egypt

• Ethiopia

• Ghana

• Hong Kong

• India

• Indonesia

• Ivory Coast

• Japan

• Kenya

• Korea

• Libya

• Malaysia

• Maldives

• Mauritius

• Morocco

• New Zealand

• Nigeria

• Pakistan

• Philippines

• Seychelles

• Singapore

• South Africa

• South Korea

• Sri Lanka

• Sudan

• Tanzania

• Thailand

• Tunisia

• Uganda

For the latest info on Emirates new destinations refer to emirates.com

Click on Destinations & Offers

Click on New Routes

Countries in Europe and the Americas

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www.emirates.com

Activity 4: DestinationsMark 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:

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1) Chauffer-drive: ______________________________________________________________________________

______________________________________________________________________________________________

______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________

______________________________________________________________________________________________

2) Dining: _______________________________________________________________________________________

______________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________

______________________________________________________________________________________________

3) Dubai Stopover: _______________________________________________________________________________

______________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________

______________________________________________________________________________________________

4) Tours and Holidays: _____________________________________________________________________________

______________________________________________________________________________________________

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________

______________________________________________________________________________________________

5) Skywards: ____________________________________________________________________________________

______________________________________________________________________________________________

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________

______________________________________________________________________________________________

6) Dubai International Airport - Emirates Terminal 3: __________________________________________________

_______________________________________________________________________________________________

____________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________

___________________________________________________________________________________________________________________________

Activity 4: Exploring Emirates’ websiteExplore the Emirates website and state below your findings about the following:-

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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

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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.

Examples:

8.00 am

5.30 pm

Activity 6: 24-Hour ClockChange the below timings to a 24-hour clock format.

11.15 am

10.45 pm

3.30 am

3.00 pm

Before Midday (Figures inside the clock face)

After Midday (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

1211

121110

1

01001300

05001700

07001900 0600

1800

12002400

02001400

10002200

11002300

040016000800

2000

03001500

09002100

2

3

4567

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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.

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”

It is important that this Phonetic Alphabet is known.

Activity 6: Phonetic AlphabetHow will you pronounce EK47 DXB using the phonetic alphabet?

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

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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

FranceParis Charles de Gaulle Int’l CDG

Nice Cote D’Azur Int’l NCE

Germany

Düsseldorf Rhein-Rhur Int’l DUS

Frankfurt Frankfurt Main Int’l FRA

Hamburg Hamburg Int’l HAM

Munich Munich Int’l MUC

Greece Athens Atheni Int’l ATH

Italy

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

Switzerland Zurich Zurich Kloten Int’l ZRH

United Kingdom

Glasgow Glasgow GLA

Birmingham Birmingham Int’l BHX

London London Gatwick LGW

London London Heathrow LHR

Manchester Manchester Int’l MAN

Newcastle Newcastle Int’l NCL

United States

of America

Houston George Bush Intercont’l IAH

Los Angeles Los Angeles Int’l LAX

New York John F. Kennedy Int’l JFK

San Francisco San Francisco Int’l SFO

Countries in the Middle East


Bahrain Bahrain Bahrain BAH

EgyptCairo 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

Saudi Arabia

Dammam Dammam Int’l DMM

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 DXB1413

Countries in the Middle East

Yemen Sana’a Sana’a Int’l SAH

Countries in Asia and Africa


Angola Luanda Luanda Int’l Airport LAD

Australia

Brisbane Brisbane Int’l BNE

Melbourne Melbourne Int’l MEL

Perth Perth Int’l PER

Sydney Kingsford – Smith Int’l SYD

Bangladesh Dhaka Zia Int’l DAC

China

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

India

Ahmedabad Sardar Vallabhbhai Patel Int’l AMD

Bangalore Bangalore Int’l BLR

Mumbai Chatrapati Shivaji Int’l BOM

Kolkata Kolkata Int’l CCU

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

JapanOsaka Kansai Int’l KIX

Nagoya Nagoya Komaki NCO

Kenya Nairobi Jomo Kenyatta Int’l NBO

Korea Seoul Incheon Int’l ICN

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 ZealandAuckland Auckland Int’l AKL

Christchurch Christchurch Int’l CHC

Nigeria Lagos Lagos Int’l LOS

Pakistan

Islamabad Islamabad Int’l ISB

Karachi Jinnah Int’l KHI

Lahore Allama Iqbal Int’l LHE

Peshawar Peshawar Int’l PEW

Philippines Manila Ninoy Aquino Int’l MNL

Singapore Singapore Changi Int’l SIN

South Africa

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 EBB15

Airport codes: ______________________________________________________________________________

City names: _________________________________________________________________________________

Identify the country names: ___________________________________________________________________

___________________________________________________________________

Activity 7: Airport CodesUsing the sample ticket below write the:

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

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www.emirates.com

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 EmiratesYour polo shirt should be tucked in loosely into the waistband of your trousers and gently

eased out to allow the fabric to fall neatly.

Black trousers 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.

ShoesBlack pumps, trainers or any preferred style of black shoe may be worn. For the ladies,

these must be flat.

Personal Grooming - Ladies

Hair Must be clean and neatly tied away from the face at all times.

Make-up Must be worn at all times including foundation, blusher, mascara and lipstick.

Nails To be well manicured with a minimum of clear polish at all times.

Jewellery One pair of stud earrings, no necklace and one ring per hand.

Watch A conservative styled watch is to be worn at all times.

Personal Grooming - Gentlemen

Hair Must be neatly trimmed and worn in a conservative style. Excessively spiked

or gelled hair is not permitted.

Facial HairMust 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.

Jewellery Only a ring is permitted.

Watch A conservative styled watch is to be worn at all times.

General Behavior

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.

• 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.

Image and Uniform Department

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Male Staff

Acceptable attire includes

• Coloured wool, cotton or linen suits

• 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

Male Grooming

Facial hair Clean shaven at all times.

Hair Care Neat, well trimmed style.

Skin Care

Men have a built in advantage, because daily shaving acts as natural

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.

Unacceptable attire includes

• Jeans of any type

• Sweat pants or jogging pants

• Shorts of any type or length

• T-shirts of any type

• 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

Acceptable attire includes

• Tailored trouser suits

• 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

Female Grooming:

A professional image is made up of

many elements, but they all come

together to make one powerful

statement.

Hand and

nails

Frequent application of a hand cream will prevent dryness and chipping.

Nails look better buffed and polished.

Hair

Effective hair styles are perfectly cut and shaped, look natural, not overly

sprayed and flatter the individual face and skin tone. Wild curly hair needs to

be secured in a suitable style. Hair colour should be of a natural look.

Skin Care

A day and night cleansing routine removes make-up, environmental

pollutants, oil perspiration and debris from your skin. Moisturizing softens the

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-upNatural make-up is recommended; it conceals flaws, accentuates attractive

features and creates a polished look.

Fragrance Consider choosing a light, fresh scent and apply it sparingly.

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:

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Female Staff

Unacceptable attire includes

• 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

• 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

Induction

• Welcome to Emirates

• Welcome to training

• Corporate Induction

• Customer Journey Training

• Discover Dubai Tour

• E-Learning

• Medical Formalities

Image and Uniform

• Uniform standards

• Nail care

• Fitness and nutrition

• Skin care

• Hair care

• Make-up

Cabin Crew Training - Service Delivery

Induction andImage and Uniform

Safety andEmergency

Procedures (SEP)Security

Group MedicalTraining (GMT)

Cabin Service Training (CST)

Cabin Crew Training ProgrammeThe Cabin Crew Training Programme is intense and covers the five disciplines outlined below:

(1) Induction and Image and Uniform Training ProgrammeThe following topics will be covered –

(2) Safety and Emergency Procedures Training Programme (SEP)The following topics will be covered-Please 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

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 Awareness2. Professional Image3. Interacting with Colleagues4. Interacting with Passengers

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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 TrainingThis training programme covers the following topics:

Security Classroom

• Sabotage

• Security checks

• Hijacking

• Weapons recognition

• Customs regulations and Outstation procedures

• Conflict management

• Personal security

Cabin Service Trainer (CST) /Emergency Evacuation Simulator (EES)

• Sabotage and Least Risk Bomb Location (LRBL)

• Pre-departure security checks

Security Self Defence Room• 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: • 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.

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(4) Group Medical Training (GMT)The table below highlights the subjects which will be covered in the classroom and through home assignments.

(5) Cabin Crew Service Training Programme (CCST)

Classroom Topics

• Aircraft Medical Equipment

• Anaphylactic Shock

• Asthma

• Back Care & Manual Handling

• Basic Anatomy & Physiology

• Basic Life Support

• Bleeding

• Breaking Bad News

• Burns

• Choking

• Diabetes

• Epilepsy

• First Response (Definition, Aims)

• Fracture

• Health Promotion

• Heart Disorders

• In-flight Childbirth

• Medlink (ground medical assistance)

• Shock

• Sprains & Strains

E-learning Module • Cardiac Emergencies

Pre-course assignment Topics

• Abdominal/Chest Injuries

• Alcohol Intoxication

• 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

Our Customer Experience

• The Emirates Group

• Cultural Understanding

• Customer Profiles

• Communication Skills

• Your Working Environment

• Etiquette & Ambience

• Food & Beverage

• Documentation

Prepare to Fly

• Cabin Crew Manager Talk/Human Resources Talk

• Scheduling talk

• IT Refresher

• Licensing requirements

Cabin Crew and Training Team Overview

Manager Cabin Crew MCCCabin Crew Managers report to their designated Manager of Cabin

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 – GraduatingSupernumerary 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 TSTraining 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 TOTraining 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 TrainersPart-Time Trainers are members of the cabin crew team who spendtheir time training our Abinitio and existing crew for upgrade courses. You will meet them in your course!

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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:

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:

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.

• Visual

• Auditory

• Kinesthetic

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 QuestionnaireTo 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

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

Bananas

Beef

Broccoli

Brown Rice

Cantaloupe Melon

Cheese

Eggs

Milk

Oatmeal

Oranges

Peanut Butter

Peas/Green Beans

Potatoes

Romaine Lettuce

Salmon/Oily Fish

Soya bean

Spinach

Tuna

Turkey/Chicken

Walnuts

Water

Yoghurt

• Concentration• Enhanced Memory• Better Coordination

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?

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

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.

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

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?

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

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.

You must complete the following work in this section and bring this with you on the first day of your Induction.

Languages spoken (spoken/written)

1st Language 2nd Language 3rd Language

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

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

And complete the following:

• Prior to take-off

• During the flight

• Before and after landing

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?


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


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

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In addition to accessing the Cabin Crew Portal, the IT training includes a session covering emails and their use. During the training,

you are expected to use the Emirates email application to communicate with your managers, trainers and other colleagues within the

business. If you are not familiar with emails it will be helpful to start learning about it before the training. Free email accounts can be

created over the Internet almost everywhere in the world. Some of the famous free Internet email providers are hotmail, yahoo, and

Gmail. To be fully ready for your IT training, familiarize yourself with the email applications mentioned above and practice the following

simple email actions:

• Creating an email

• Replying to an email

• Forwarding an email

• Adding a contact to the address book (or contacts)

• Deleting an email

PasswordsEmirates 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

Examples of incorrect password:James@31 2BOrNot2B US$_inBank ?U2Me?

Fill in your own password based on the rules above:

Sample 1

Sample 2

Sample 3

Sample 4

Min Max

Min Max

Min Max

Min Max


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.

Safety and Emergency Procedures (SEP)

Basic Aeronautics – The Aircraft Parts

Interior Of The Aircraft

Initial Term Description

J/C Business Class A premium cabin in the aircraft

Bulkhead 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 HandsetA device which is equipped to make telephone calls and has several seat and personal video screen (PVS) controls

Y/C Economy Class The cabin with the largest portion of cabin seats, sold at an economical price

F/C First Class The premium cabin on board the aircraft

IFEIn-flight

Entertainment The onboard multimedia system which displays movies, games and many other features

Inboard The area in all passenger cabins which is located closer to the centre of the aircraft

LHS Left Hand SideThe left hand side of an aircraft when viewed from the tail to the nose. The Captain always sits on the LHS.

LSULavatory

Service UnitA panel in the lavatory which contains several functions e.g. a call bell, electrical outlet etc

LAV Lavatory Washroom, toilet

MID Middle Half way

OutboardThe area in all passenger cabins which is located closer to the aircraft fuselage, windows and doors

O/B On board On or inside the aircraft

PSUPassenger Service

UnitA panel above the passengers’ seat which contains certain items such as air vents, reading lights and oxygen compartment.

PVSPersonal Video

ScreenA television located in the back of every passenger seat, to view movies and play games

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 The distance between rows


A/C Aircraft A means to transport people and goods by air

Aft Near or towards the back part of the aircraft

Cargo The lower portion of the aircraft fuselage

ChocksA triangle shaped rubber block placed in front of and behind the wheels to keep the A/C in its place when it’s parked

FWD 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

Landing Gear The aircraft under carriage, wheels

Nose The most forward portion of the aircraft fuselage.

TailThe rear section of the A/C. It consists of horizontal and vertical stabilizers,elevators and the rudder

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ArmingA 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-armingA 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 BarFlap Cover

A flap or piece of material which covers the girt bar

Slide RaftAn inflatable slide which provides rapid evacuation and can also be detached from the aircraft and converted to a raft for sea survival

Cabin Door Terminology

Airbus - Components of the Communication System


AAPAdditional

Attendant PanelA panel which can be used to switch off the cabin lights in specific cabins, plus other various functions

ACP Area Call PanelAn 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

AIPAttendant

Indication PanelA 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.

EVACCMD

EvacuationCommand

A button which activates the evacuation signalling system on the aircraft

FAPForward Attendant

PanelA panel/screen on the aircraft which is equipped to control certain functions e.g. systems, lighting in the cabin, galleys etc.

Boeing - Components of the Communication System


CACPCabin Area

Control PanelA touch screen panel which is equipped with cabin functions such as controlling the lights, temperature and viewing the call bells etc

CMSCabin

Management System

This controls and monitors most of the cabin systems e.g. lighting, passenger calls, cabin temperature etc.

CSCPCabin System Control Panel

A panel used to control the entertainment system, cabin controls or maintenance on board the aircraft

CSP Crew Switch PanelA panel above every main crew jump seat containing switches e.g. evacuation, work lights etc.

MCL Master Call LightAn 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


CI Cabin Interphone The communication/telephone system on board the aircraft

PTT Push To Talk A button on the interphone used to activate the passenger address system

PAPublic Address

SystemAn announcement heard by all passengers


SU Service UnitA panel which is located above the cabin crew jump seats which contains several functions such as the oxygen system compartment, reading lights

Emergency Equipment Terminology


INOP Inoperable Not functioning or working

ELTEmergency

LocatorTransmitter

A Radio beacon - it is used to send a distress signal

EMKEmergencyMedical Kit

A medical case which is stowed on board the aircraft containing multiple first aid items.

EPASEmergency Power

Assist SystemA 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 A black medical bag containing certain first aid items

Halon A fire extinguisher that is used on board the aircraft

Lanyard 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.

MRTManual Release

ToolA piece of equipment used to manually open the oxygen compartment on the Airbus aircraft

PBEProtectiveBreathingEquipment

A device to protect you against smoke or toxic fumes. Also called a smoke hood

Power AssistA system which is installed in the cabin doors on the Airbus Aircraft to assist the crew in opening the door in an evacuation.

PSIPounds per Square Inch

A measurement used to describe pressure

Pre-FlightCheck

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

SRAKSupplementary

Slide RaftAccessory Kit

A yellow bag on board the A/C which contains certain items for survival

Emergency Related Terms


ABPAble BodiedPassenger

A passenger who is able and willing to help you during an emergency situation

ALERT

Aircraft Type ProceduresLocation ofJump seats

Responsibilities & Duties, Threat

A 30 second mental review that cabin crew carry out, prior to and during every take-off and landing phase of the flight

RTO Rejected Take-OffWhen 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


CAPT Captain The pilot in charge on board the aircraft

CCMCabin Crew

MemberA person whose duty it is to take care of passengers on the aircraft and incorporate all the relevant safety procedures during the flight

DH/PCMDeadhead 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 He or she are there to assist the Captain during the flight

Crew Comp Crew Complement The number of crew required to operate onboard an aircraft of a given type

PUR Purser Overall team leader on board

SCCMSenior Cabin

Crew MemberPurser or SFS

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SFSSenior FlightSteward/ess

Team leader in Economy or Business Class

Briefing

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.

CBTComputer Based

TrainingAn interactive training session conducted on a computer


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-icingA process by which ice, snow and sleet is removed from the wings and fuselage using a mixture of hot water and de-icing fluid

Drag Resistance of the air to the movement of aircraft

Ditching Emergency ‘landing’ on water

Fleet All specific types of aircraft belonging to a company

Flt Flight The journey between destinations

Flight CrewMember

Pilots, e.g. Captain and First Officer

Flt No Flight number The number assigned to a particular flight

Flight Coupon A portion of the passenger ticket

Flt Ops Flight Operations The department in charge of pilots and flight related issues

Flt Time Flight Time Total time elapsed from chocks “off” on departure and chocks “on” during arrival

GPUGround Power

UnitAn electrical generator connected to the aircraft to provide electricity while on ground

ILSInstrument

Landing SystemNavigational aid used by pilots in the approach and landing at an airport

Inbound Flying into a destination point (return flight)

Knots Speed measurement (one nautical mile per hour)

LoadThe number and weight of goods to be carried on board, including passengers, crew, baggage, cargo, catering and fuel

MLWMaximum Landing

WeightThe maximum weight an A/C can safely land

MTOWMaximum Take off

WeightThe maximum weight on A/C can safely take off

MELMinimum

Equipment ListA list of equipment which MUST be serviceable and onboard an aircraft in order to depart. This list is located in the Flight Deck

Outbound Flying away from a station or point

OWE Over Wing Exit An exit which is located over and opens on to the wing of the aircraft

PushbackWhen the aircraft is being pushed backwards, away from the parking bay by a vehicle called a tug.

TaxiA slow movement of the A/C, when it is heading to (taxi out) or from (taxi in) the runway under it’s own power

Thrust A force acting on the A/C as a result from the hot exhaust gases created by the jet engines

Turbulence Rough air caused by winds and masses of hot and cold air meeting

Walk Around Pre flight check of the A/C exterior done by the pilots walking around the A/C

Flight Deck and Aircraft Terms

Airport Terms


AileronA hinged control surface on the trailing edge of the wing which enables the aircraft to make a rolling movement while flying in the air

Air Brakes/Spoilers

A hinged control surface on the upper wing surface to help stop the aircraft after landing

ElevatorsControl surfaces hinged on the trailing edge of the horizontal stabilizers controlling the pitching movement of the aircraft

FlapsA 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

Leading Edge The forward part of the wings

PitchingA movement of the A/C controlled by the elevators which allows the A/C to move upwards or downwards in the air

RollingAn aircraft rolls on its left or right side with the help of the Ailerons, which are located on the wing, while it is airborne

RudderA hinged control surface on the vertical stabilizer which turns the A/C left and right when it is airborne

StabilizerThe tail part of the aircraft to help the aircraft in the air. It has two parts, the horizontal and the vertical stabilizer

Trailing Edge The aft part of the wings

YawingA movement of the A/C controlled by the rudder allowing the A/C to turn left or right when it is airbourne


Airbridge/ Jetway A power driven moveable passage connecting the aircraft to the terminal building.

ATAActual Time Of

ArrivalThe actual time an aircraft arrives at its destination (chocks on)

ATDActual Time Of

DepartureThe actual time an aircraft departs the airport (chocks off)

ATC Air Traffic ControlA 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 CardA card given to the passenger indicating the seat allocated to them and various other information e.g. flight number, boarding gate number

Check Baggage Passengers’ baggage which is loaded into the cargo hold

Control TowerA tall building located near the runway monitoring the location and movement of all aircraft during taxi, take off, landing and parking

Disembarkation Deplane

The act of leaving the aircraft after a flight

Gate An area where the passengers board the aircraft from

Hangar A ‘garage’ for the aircraft.

Hi LoaderA vehicle transporting wheelchair passengers or catering from the airport to the aircraft or vice versa when an airbridge is not available

No ShowA passenger with a reservation who does not show up for the flight or cabin crew who do not show up to work

Off load Anything removed from the aircraft. Including passengers, crew, baggage and cargo

PAX Passenger Occupants of the aircraft (customers)

Pax ManPassengerManifest

A list of all passengers on board

PILPassenger

Information ListA list of passengers with special requests (e.g. vegetarian, child meal, wheel chairs, Skywards passengers etc)

These are the hinged surfaces which can be found on the wings and the tail of the aircraft.Control Surfaces Terminology

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RMP Ramp The area at an airport designed for the movement and parking of aircraft

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

TOB Total on Board The total number of passengers and crew onboard

TugA 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)

UMUnaccompanied

minorA child who is below 12 years old and travelling alone

WCHR Wheelchair (Ramp)Passengers who can walk up and down aircraft steps and to and from their seat. These passengers cannot walk long distances

WCHS Wheelchair (Stairs) Passengers who can walk to and from their seat but cannot ascend and descend the stairs

WCHCWheelchair

(Chair)Passengers who are completely immobile. They require a wheelchair to and from the aircraft and to and from their seat

Aviation Regulatory Bodies


CAR OPSCivil 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

FAAFederal 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

GCAAGeneral Civil

Aviation AuthorityThe 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

ICAOInternational Civil Aviation Organisation

International governing body responsible for determining and maintaining standards in international aviation

IATAInternational 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

JAAJoint Aviation

Authority (Europe)

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


CB Circuit Breaker A device that automatically stops an electric current if it detects abnormal electrical activity

CCSTCabin Crew

Service Training The Department in charge of Service Training

EESEmergency Evacuation Simulator

The EES is a cabin simulator which is used to replicate on board emergencies

GMT / ZuluGreenwich Mean

Time / ZuluThe ‘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

SEPSafety and + Emergency Procedures

Specific procedures that the company implements in accordance with National and International aviation regularity bodies (e.g.: GCAA, ICAO)

SchedulingThe department allocating crew duties, standbys and days off. They are responsible for ensuring that all flights are allocated sufficient operating crew

SOPStandard 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

Airport Terms

Term Description

Abdomen Part of the body between the chest and the pelvis, containing digestive organs

Action Plan (DRSABCD)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

AdjunctAn 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

AirwayThe passage through which air enters and leaves the lungs. Also known as the nose, mouth and trachea

Group Medical Training - First Response TerminologyThe following glossary contains explanations of medical terms used in the First Response course. Please read and familiarise yourself

with this terminology.

Term Description

Advanced Restraint TechniquesSimple 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.

HijackingSeizing 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) Assigned area on board an aircraft to place the suspicious device.

Sabotage

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 ChecksSearching 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.

The following is an explanation of terms used within training:

Security Terminology

Service Terminology


Amenities A galley container which may contain coasters, napkins, plastic bags, etc

CSTCabin Service

TrainerThe 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)

ContainersMetal 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

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Term Description

Allergic reactionThe 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

Amputation Complete or partial removal of a part of the body

Anatomy 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.

AnginaChest 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 A medication that reduces fever

Appendicitis Inflammation of the appendix

Appendix A short, closed tube attached to the large intestine

Artificial ventilationMovement of air into and out of the lungs by artificial means, commonly known in first response, as mouth to mouth

Assessment

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:

To check for consciousness: To ask for history: A – alert S – signs and symptoms V – response to voice A - allergies P – response to pain M - medications U – unresponsive P – past medical conditions L – last meal E – events that may trigger

AsthmaA 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 ventilationMovement of air into and out of the lungs by artificial means, commonly known in first response, as mouth to mouth

BandageA material used to hold a dressing over bleeding wounds, burns or fractures. It can also be used to support and elevate an injured limb

BarotraumaInjury 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

Basic life support (BLS) Maintenance of the airway, breathing and circulation

BreastboneFlat bone (also called sternum) which forms middle of chest and helps separate and support the ribs

BruiseAn 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

BurnsDamage 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 It refers to an unresponsive casualty who has no breathing and no signs of circulation.

Cardio-Pulmonary Resuscitation (CPR)

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.

Carotid artery 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)

ChokingA 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 Uncontrolled, rapid body movements

Collapsed To suddenly fall down due to illness/injury

Coma Complete unconsciousness when all reflexes are absent

Compression To apply pressure

Term Description

Conscious Awake, alert, responsive (physically and verbally).

ContaminatedA 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.

Coronary arteries 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.

DiabetesLack 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.

EpipenAn auto-injector which contains epinephrine – a hormone that reverses the effects of Anaphylactic Reaction.

Euphoria An exaggerated feeling of well being.

Eustachian tubeA 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 & SeizuresIt is a simultaneous involuntary contraction of many of the body’s muscles, caused by a disturbance in the electrical activity of the brain.

Food poisoningA 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.

HiccupsA spasm of the diaphragm producing a sudden breathing in of air resulting in a characteristic sharp sound.

HivesRed or white raised patches on the skin, often associated with severe itching; a characteristic reaction in allergic responses.

Hypoxia Low oxygen content in the blood, tissues and body cells.

Inhaler (puffer) A device to deliver a regulated dose of asthma medication e.g. Ventolin

Medical Equipment

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.

MedlinkIt 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.

Medical ShockFailure of the circulatory system (heart, blood and blood vessels) to supply an adequate amount of blood and oxygen to the organs/tissue.

Nausea 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 To have a ‘whitish appearance/colour, usually because of illness, shock or fear43

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Term Description

PanadolPanadol is an analgesic for mild pain; also used as an antipyretic.Generic Name: AcetaminophenBrand Name: Datril, Tylenol, Panadol, Phenaphen, Tempra and Anacin III

Peptic ulcerAn ulcer or a sore in the lining of the esophagus, stomach, or duodenum, usually caused by a bacteria.

PollenA substance produced by the anthers of shed bearing plants consisting of numerous fine grains containing the male fertilising cells.

Profuse A lot, excessive.

Resuscitation The act of reviving an unconscious or apparently ‘dead’ casualty.

Scald A burn caused by hot liquid or steam.

Semi-conscious 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 cordBundle 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

StrokeA condition resulting from a bleed or blood clot in a blood vessel of the brain, often involving partial paralysis and loss of speech.

Swelling An enlargement of a part of the body as result of injury or infection.

Tenderness 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.

UnconsciousWithout 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

VaccineA suspension of dead or weakened micro-organisms for inoculation to produce immunity to a disease

VaginaThe lower part of the female reproductive tract extending from the cervix to the vulva: the birth canal

VeinAny blood vessel that carries deoxygenated blood from the tissues to the heart then from the heart to the lungs.

Ventricular fibrillation A chaotic irregular heart rhythm which is the main cause of cardiac arrest.

WheezeA 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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