For Newbies

1. A Alfa
2. B Bravo
3. C Charlies
4. D Delta
5. E Echo
6. F Foxtrot
7. G Golf
8. H Hotel
9. I India
10. J Juliet
11. K Kilo
12. L Lima
13. M Mike
14. N November
15. O Oscar
16. P Papa
17. Q Quebec
18. R Romeo
19. S Sierra
20. T Tango
21. U Uniform
22. V Victor
23. W Whiskey
24. X Xray
25. Y Yankee
26. Z Zulu

Flight Shortcut Code

• AKY Sittwe Airport
• BMO Bahamo Airport
• KET Kengtung Airport
• KAW Kawthaung Airport
• KMV Kalaymyo Airport
• NYU Naung Oo Airport
• KYP Kyaukpyu Airport
• MDL Mandalay International Airport
• MOG Mang Hsat Airport
• MYT Myitkyina airport
• PBU Putao Airport
• SNW Thantwe Airport
• TVY Dawe Airport
• THL Tachilek Airport
• RGN Yangon International Airport
• MGZ Myeik Airport
• HEH Heho Airport
• MNU Mawlamying Airport
• BSX Pathein Airort
• LKW Loikaw Airport
• NYT Naypyitaw Airport
• LSH Lashio Airport

Abbreviations & Definitions

APB – Able- bodied person

ANO – Aircraft Navigation Order

ATC – Air traffic Control

CA – Cabin Attendant/ Cabin Crew

CPR – Cardio- Pulmonary Resuscitation

DCAM – Departure of Civil Aviation, Myanmar

DFO – Director of Flight Operations

DP – Duty period

ELT – Emergency Locator Transmitter

FDP – Flight Duty Period

FWD – Forward

MEL – Minimum Equipment List

NOTOC – Notification to Captain Form

PBE – Protective Breathing Equipment

SEP – Safety and Emergency Procedure

SNY – Supernumerary

TUC – Time of Useful Consciousness

A/C – Aircraft

A.C.U – Attendant Control Unit

AFT – After (rare part of cabin) back of cabin

A.P.U – Auxiliary power Unit

BCL – Business Class

B.G. M – background Music

C/A – Cabin Attendant

C.A.M – Combine Announce Music

F/A – First Aid

F/C – First Class

F.C.O.M – Flight Crew Operation Manual

F/E – Flight Engineer

FF – Full face( smoke mask)

F/O – First Officer

F.W.D – Forward

GE – General Electric (engine manufacturer)

HL – Left Hand Side

L.S.U – lavatory Service Unit

M.E.L – Minimum Equipment List ( manual)

MLW – Maximum Landing Weight

MMO – Maximum operating Mach(speed)

M.R.T – Manual Release Tool

MTOW – Maximum take-off Weight

MTW – Maximum Taxi Weight

M.W.P – Master Warning Panel

MZFW – Maximum Zero Fuel Weight

O2 – Oxygen

P.b – Push-button

PUR – Purser

P.A – Public Address

PAX – Passenger

P.I .C – Pilot in Command

P.C.U – Passenger Control Unit

P.E.S – Passenger Entertainment System

P.S.P – Pre-selected Passenger

P.S.U – Passenger Service Unit

PW – Pratt and Whitney ( engine manufacturer)

RH – Right Hand Side

SCU – System Control Unit

Sel – Selector

S.S.C – Single Stroke Chime

SW – Switch

T.B.D – To be determined

VMO – Maximum Operation Speed

VTR – Video Tape Reproducer

EYCL – Tourism Class or Economy Class

Crew And Passenger Interaction

Introduction

Delivering quality Service is the cornerstone of becoming a good crew. To do so, we must aware of the message we are communicating t others. There are two aspects to follow while communicating with passengers:

1. The Non-Verbal elements
2. The Verbal elements

Non-Verbal Communication

Non- Verbal element can be defined as Body Language.

The Following are the important aspects of Body Language.

1. Facial Expression
2. Eye Contact
3. Gestures
4. Posture
5. Physical Appearance

Facial Expression

Facial Expression gives a continuous commentary on the true feelings of the speaker and the listener. It will reveal anger, agreement, irritation, etc. in spite of silence.

Example: Taking an order with Lifted eyebrows.

A smile is most effective when you are greeting passengers, serving them, and taking their orders as it conveys warmth and pleasure. A smile can partly replace words.

Eye Contact

Looking and eye contact play several important roles. People look to obtain information and feedback from others. The act of looking also indicates the amount and kind of interest the looker has in the other person. You must look around actively for signs that may reveal that the passenger is in need of something; do not wait for him/ her to ask/ request. Maintaining eye contact is also a form of attentiveness and courteous behavior. You would look most impolite if your eyes are wandering, while passenger makes a request.

Gestures

Hand gestures are closely linked to speed and can affect the meaning of what you say. When you lead the passenger to his/ her seat, it is polite to use the ‘’open palm’’ gesture rather than a pointed finger. When a passenger is angry and you respond by folding your arms, you make him/ her angrier.

Posture

Posture is one of the main body signals showing attitude towards another person. Having a slight forward-lean body posture while you are talking to a passenger gives a friendly impression.

Physical appearance

Physical grooming, cleanliness and the condition of your uniform reveal your attitude and pride in your work. You should maintain a neat personal appearance at all times.

As you become more familiar in putting these non-verbal elements into practice, you will also become more sensitive to the unspoken signals that passengers give. Look out forth body language that reveals how our passengers feel and attend to them immediately.

If you genuinely exhibit good non-verbal behaviors as recommended above 9 a forced or painted–on smile will not work), you can expect tp project a helpful, friendly image to people in general.

Verbal Communication

Verbal communication comprises mainly of 2 elements:

1. Tone of Voice
2. Choice of words

1. Tone of Voice

Variations of tone affect the meaning of speech and reveal the emotional state of the speaker whether he/she is genuine, sarcastic, irritated or disrespectful.

Example: a strong emphasis on the phrase you speaks conveys the opposite meaning intended by the speaker.

The pitch of voice, loud or gentle, affects the meaning of speech as well. The tone should be pleasant and varied.

2. Choice of words

Great care must be taken while dealing with the passenger, make sure using the right wording. While dealing with passenger, cabin crew shouldn’t :

• Sound like you are giving orders (e.g: you must……………….)
• Sound like accusing (e.g: you should have…………….)
• Embarrass passengers or make passenger feel small( e.g: You are wrong……..)

Some important points

• Communication skills involve knowing how to use verbal and non-verbal signals appropriately to convey a message. The two sets of signals must match; otherwise the listener will disbelieve the spoken message.
• Non- verbal elements are those communicated as body language. These include the appropriate tone of voice, facial expressions, eye contact, hand and arms gestures, the body posture and the reactive distance separating each speaker.
• Verbal elements involve the spoken message where the speaker uses particular speech patterns that are polite and appropriate to the situation.
• Care must be taken to make sure that you are consistent in your communication with all passengers, i.e; you communicate with everyone in the same way.

Taking Responsibility for A passenger Request

When a passenger makes a request, it is important that you immediate take responsibility for it. Some passenger request can be met but there are also some requests which cannot be met. Here, we will deal with handling requests which can be met.

Handling passengers whose requests cannot be met will be dealt with under the topic ‘Managing Dissatisfied passengers.

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