How to Communicate Better
Being a Flight Attendant means interacting with Passengers. It is the same in a Cabin Crew Interview; you must
interact with the interviewers. If you don't make a positive impression on the interviewer you will never get to
be a Flight Attendant so it's THAT important.
This Article is a basic introduction to some communication skills that will help you get that job as a Flight
Types of Communication.
There are basically two relevant types of communication in dealing with passengers- Verbal and Non-verbal
(there is also written but try and leave the guy in 23B a note about not having his vegetarian meal and see how
that works out ;-).
With Verbal Communication there are two things to consider
TONE OF VOICE
A lot can be interpreted from a person's tone of voice. Just reflect on your tone when you speak to your
mother and when you speak to your boss. I don't think I need to say more here.
CHOICE OF WORDS
It’s obvious that if you sound annoyed or angry the passenger or interviewer will not feel positive towards your
comments. Also be careful of sounding flippant or boastful as this too is a put-off.
Sarcasm is of course the biggest turn off for most people. Actively listen to what the interviewer/passenger has
to say and respond in an interested, friendly but professional tone.
It's good to practise these skills in front of a mirror as they may not be natural to some people.
It’s also true that the tone or timbre of your voice is important although harder to personally gauge. Ask
people's opinion on how “pleasant” your voice is. Try varying your tone and pitch.
It is also important to allow your interviewers to complete their questions or sentences before answering. Don't
interrupt or cut them short. This is very rude and they will not appreciate that.
Chose your words carefully!
You should never belittle or embarrass a passenger; you should never appear bossy or dismissive in your
If possible, try to answer in passive sentences and not start your sentences with too many I's as you sound
When dealing with passengers and interviewers these are very important to how you are perceived and this is
down to your verbal and non-verbal communication skills.
Non Verbal Communication
How you dress and look
Of course this is just as important and Flight Attendants will have uniforms. Make sure you read our articles
about dressing and make-up to get some more details.
How long and how much eye contact you should make
Eye contact shows that you are interested in what the person has to say. Don’t over do it , you might be seen
as staring but please look at the person who is speaking and occasionally glance at the others.
Gestures & Body Language
Be careful as gestures are interpreted differently with various cultures.
Don’t fold your arms or lean against the cabin door, as I saw on a recent flight. Some hand gestures while
speaking are acceptable but remember not to wave or swirl too wildly.
Avoid fidgeting or touching of any body part. This is a sign of nervousness.
Leaning forward to engage the person you’re talking to will show your interest. If you are tall, bend or stoop so
that you are at the same level as the person you are talking to.
While the interviewer is asking a question, a slight nodding of the head will show that you are paying attention
and that you understand the question.
Turn your whole body to face the passenger and not just your neck.
Don’t slouch , slump or show the soles of your feet (this is especially rude in some parts of the world)
It pays not to stink so be mindful of body odor. Perfume is a personal choice so make sure you don’t over do
it, the plane is a small enclosed space and the interview room is even smaller!
SMILE, don’t frown, don’t roll your eyes.
Good communication is the basis of passenger satisfaction and as such it is essential you demonstrate your
ability to communicate in your interview.
|The single most important skill required by a Flight Attendant
|Airlines are hiring thousands of Flight Attendants
How YOU can pass the interview and start your career in the world's most glamorous career