1) A passenger has been shouting at you because you accidently banged their knee with the trolley. You start to sweat and have butterflies in your stomach. is this an emotional or rational response? a) Emotional b) Rational 2) Always step back and asses the threat. What could go wrong if you approach this passenger? a) She could wake up very angry and attack you b) She may not have felt it happen so just leave it 3) When dealing with a conflict situation, always have an exit strategy a) True b) False 4) How will you know if a passenger is angry a) They may be smiling b) They may be agitated 5) What triggers do you think will cause a situation to escalate to the next level? a) Ignoring them b) Listening to them 6) What would be negative choices when dealing with the passenger? a) Apologising to your passenger b) Being sarcastic towards your passenger 7) When dealing with a passenger what should you demonstrate? a) Maintain self control b) Listening skills c) Ask open questions d) Take action e) Apologise to them f) All of the above 8) What would be a negative response when dealing with a passenger? a) Rolling your eyes b) Displaying open body language 9) What are positive responses when dealing with a passenger? a) Shrugging your shoulders b) Asking them what they would like you to do 10) If you have a negative response to your passenger you will escalate a conflict situation? a) True b) False

Conflict in aviation

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