Prepare for Take-Off Cabin Crew pre-course workbook - Emirates
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Prepare for Take-Off Cabin Crew pre-course workbook
Table of Contents
Pre-course Information 3
About Emirates 4 - 10
General Aviation Information 11 - 16
Image and Uniform Department 17 - 19
20
Cabin Crew Training - Service Delivery 20 - 23
Learning Styles 24 - 27
About You 28 - 31
Welcome to the World’s Best In-flight Entertainment 32 - 34
Aviation Terminology 35 - 44
Pre-course Information
The aim of this Pre-course Workbook is to provide you with some introductory information regarding
Aim
Emirates, some general aviation information and an outline of the content of your Ab-initio training.
After you have explored this workbook you will be able to:
• Gain introductory knowledge of Emirates
Outcomes
• Know general aviation information
• Identify the contents of your Ab-initio training
The contents of this workbook outlines introductory information regarding Emirates and is divided into five
sections:
About Emirates
General Aviation information
Cabin Crew Training
Outline of Content 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.
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
Expected
• complete the following and bring a hard copy to training on Day 1 of Induction:
involvement
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
This icon identifies websites for you to access further information
Icon and Activities
This icon indicates an activity which you must complete
3
About Emirates
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 Group
Emirates is more than an airline. Refer to the above website and list below other operating divisions of the
Emirates Group?
4
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:
Customs and cultures in Europe and the Americas
Customs and cultures in the Middle East
Customs and cultures in Asia and Africa
5
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.
Airbus Boeing
Q B777-300
Q A380-800
Q B777-300 ER
Q A340-500
Aircraft Type Q B777-300 ER-ULR
Q A340-300
Q B777-200 LR
Q A330-200
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.
Q First
3 Class Aircraft Q Business
Q Economy
Q Business and Economy
2 Class Aircraft
Q First and Economy
ER = Extended Range
LR = Long Range
URL = Ultra Long Range
For further information on the Fleet refer to emirates.com
Click on Flying with Emirates
Click on Our Fleet
Activity 3: The Emirates Fleet
Refer to the above website and list below features of the A380-800. The Fact Sheet will help you.
6
The Emirates Destinations
Emirates is one of the fastest growing airlines in the world, now serving over 100 destinations.
Gothenburg
Glasgow Moscow
Newcastle
Hamburg
Manchester
Birmingham Amsterdam
London Dusseldorf
Frankfurt
Paris Munich
Zurich Vienna
Venice
Toronto Milan
Nice
Zaragoza Rome Istanbul
Toledo New York Beijing
San Francisco Tunis Athens Seoul
Malta Larnaca Kabul Peshawar
Los Angeles Casablanca Islamabad Osaka
Tripoli
Lahore Shanghai
Cairo
Houston
Dubai Karachi
Delhi
Taipei
Ahmedabad Dhaka
Guangzhou
Kolkata Hong Kong
Mumbai
Hyderabad
Khartoum Manila
Bangalore Chennai Bangkok
Kozhikode
Addis Ababa Kochi
Lagos Thiruvananthapuram Colombo
Abidjan
Accra Malé Kuala Lumpur
Graphic illustration only, not a complete representation or to scale. © 2009. Emirates. All rights reserved.
Entebbe Eldoret Singapore
Nairobi
Seychelles Jakarta
Dar es Salaam
Luanda
Lilongwe
Mauritius
São Paulo
Johannesburg
Brisbane
Tehran Durban
Beirut Damascus Perth
Amman Cape Town Sydney
Kuwait Auckland
Melbourne
Dammam
Bahrain
Riyadh Doha
Dubai Route Map Christchurch
Muscat
Jeddah October 2009
Sanaʼa
These destinations are divided into three areas –
• Europe and The Americas
• Middle East
• Asia and Africa
For the latest information on the Emirates destinations refer to emirates.com
Click on Destinations & Offers
Click on Route Map
7
Countries in Europe and the Americas
• Austria • Malta
• Brazil • Russia
• Canada • Switzerland
• Cyprus • Turkey
• France • United Kingdom
• Germany • United States Of
• Greece America
• Italy
Countries in Middle East
• Bahrain • Oman
• Iran • Qatar
• Jordan • Saudi Arabia
• Kuwait • Syria
• Lebanon • Yemen
Countries in Asia and Africa
• Angola • Mauritius
• Australia • Morocco
• Bangladesh • New Zealand
• China • Nigeria
• Egypt • Pakistan
• Ethiopia • Philippines
• Ghana • Seychelles
• Hong Kong • Singapore
• India • South Africa
• Indonesia • South Korea
• Ivory Coast • Sri Lanka
• Japan • Sudan
• Kenya • Tanzania
• Korea • Thailand
• Libya • Tunisia
• Malaysia • Uganda
• Maldives
For the latest info on Emirates new destinations refer to emirates.com
Click on Destinations & Offers
Click on New Routes
8
Activity 4: Destinations
Mark 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:
9
Activity 4: Exploring Emirates’ website
Explore the Emirates website and state below your findings about the following:-
1) Chauffer-drive: ______________________________________________________________________________
______________________________________________________________________________________________
___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
2) Dining: _______________________________________________________________________________________
______________________________________________________________________________________________
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
3) Dubai Stopover: _______________________________________________________________________________
______________________________________________________________________________________________
____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
4) Tours and Holidays: _____________________________________________________________________________
______________________________________________________________________________________________
_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
5) Skywards: ____________________________________________________________________________________
______________________________________________________________________________________________
_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
_______________________________________________________________________________________________
______________________________________________________________________________________________
6) Dubai International Airport - Emirates Terminal 3: __________________________________________________
_______________________________________________________________________________________________
____________________________________________________________________________________________________________________________
____________________________________________________________________________________________________________________________
___________________________________________________________________________________________________________________________
10General 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
11The 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.
1200
1100 2400 0100
2300 1300
11 12
0200
1000
2200 1 1400
10 2
0300
0900
2100 9 3 1500
8 4
0800
2000 7 6 5 0400
1600
0700 0500
1900 0600 1700
1800
Examples:
Before Midday After Midday
(Figures inside the clock face) (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
Activity 6: 24-Hour Clock
Change the below timings to a 24-hour clock format.
3.30 am 8.00 am 11.15 am
3.00 pm 5.30 pm 10.45 pm
12The 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.
It is important that this Phonetic Alphabet is known.
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
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”
Activity 6: Phonetic Alphabet
How will you pronounce EK47 DXB using the phonetic alphabet?
13Airport 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
Paris Charles de Gaulle Int’l CDG
France
Nice Cote D’Azur Int’l NCE
Düsseldorf Rhein-Rhur Int’l DUS
Frankfurt Frankfurt Main Int’l FRA
Germany
Hamburg Hamburg Int’l HAM
Munich Munich Int’l MUC
Greece Athens Atheni Int’l ATH
Rome Fiumicino Int’l FCO
Italy 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
Glasgow Glasgow GLA
Birmingham Birmingham Int’l BHX
London London Gatwick LGW
United Kingdom
London London Heathrow LHR
Manchester Manchester Int’l MAN
Newcastle Newcastle Int’l NCL
Houston George Bush Intercont’l IAH
United States Los Angeles Los Angeles Int’l LAX
of America New York John F. Kennedy Int’l JFK
San Francisco San Francisco Int’l SFO
Countries in the Middle East
Country Name City Name Airport Name IATA Airport Code
Bahrain Bahrain Bahrain BAH
Cairo Cairo Int’l CAI
Egypt
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
Dammam Dammam Int’l DMM
Saudi Arabia 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 DXB
14Countries in the Middle East
Yemen Sana’a Sana’a Int’l SAH
Countries in Asia and Africa
Country Name City Name Airport Name IATA Airport Code
Angola Luanda Luanda Int’l Airport LAD
Brisbane Brisbane Int’l BNE
Melbourne Melbourne Int’l MEL
Australia
Perth Perth Int’l PER
Sydney Kingsford – Smith Int’l SYD
Bangladesh Dhaka Zia Int’l DAC
Hong Kong Chek Lap Kok Int’l HKG
China Beijing Beijing Capital PEK
Guangzhou New Baiyun CAN
Ethiopia Addis Ababa Addis Ababa Int’l ADD
Ghana Accra Accra Int’l ACC
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
India
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
Osaka Kansai Int’l KIX
Japan
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
Auckland Auckland Int’l AKL
New Zealand
Christchurch Christchurch Int’l CHC
Nigeria Lagos Lagos Int’l LOS
Islamabad Islamabad Int’l ISB
Karachi Jinnah Int’l KHI
Pakistan
Lahore Allama Iqbal Int’l LHE
Peshawar Peshawar Int’l PEW
Philippines Manila Ninoy Aquino Int’l MNL
Singapore Singapore Changi Int’l SIN
Johannesburg Johannesburg Int’l JNB
South Africa 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 EBB
15For the latest information on the Aircraft codes refer to emirates.com
Click on Plan and Book
Click on Essential Information
Click on Airports Worldwide
Activity 7: Airport Codes
Using the sample ticket below write the:
Airport codes: ______________________________________________________________________________
City names: _________________________________________________________________________________
Identify the country names: ___________________________________________________________________
___________________________________________________________________
16Image and Uniform Department
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.
Your polo shirt should be tucked in loosely into the waistband of your trousers and gently
Polo Shirt x2 provided by Emirates
eased out to allow the fabric to fall neatly.
These need to be your own and can be of smart or casual style. Combat, three-fourth
Black trousers
length trousers, ripped or torn may not be worn.
Black pumps, trainers or any preferred style of black shoe may be worn. For the ladies,
Shoes
these must be flat.
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.
Personal Grooming - Ladies 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.
Must be neatly trimmed and worn in a conservative style. Excessively spiked
Hair
or gelled hair is not permitted.
Must be clean shaven every day. A moustache is permitted provided it is
Personal Grooming - Gentlemen Facial Hair
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.
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.
General Behavior • 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.
17Business 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:
Male Staff
• Coloured wool, cotton or linen suits
• Long-sleeved, well-pressed dress shirts, with button-down or straight collar with a tie
Acceptable attire includes
• 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
Facial hair Clean shaven at all times.
Hair Care Neat, well trimmed style.
Men have a built in advantage, because daily shaving acts as natural
exfoliation, regularly removing dry, dead skin from the skin surface. A facial
Skin Care
Male Grooming 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.
• 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
Unacceptable attire includes
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
• Tailored trouser suits
• Skirted suits, tailored separates or tailored business dresses
Acceptable attire includes
• 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
Hand and Frequent application of a hand cream will prevent dryness and chipping.
nails Nails look better buffed and polished.
Effective hair styles are perfectly cut and shaped, look natural, not overly
Hair 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.
Female Grooming:
A professional image is made up of A day and night cleansing routine removes make-up, environmental
many elements, but they all come pollutants, oil perspiration and debris from your skin. Moisturizing softens the
together to make one powerful Skin Care skin and attracts moisture from the air. Products that contain (humectants)
statement. emollients keep the skin soft. The sun is the worst enemy of the skin. Sun
protection is essential with every day basics.
Natural make-up is recommended; it conceals flaws, accentuates attractive
Make-up
features and creates a polished look.
Fragrance Consider choosing a light, fresh scent and apply it sparingly. 18Female Staff
• 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
Unacceptable attire includes • 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
19Cabin Crew Training - Service Delivery
Cabin Crew Training Programme
The Cabin Crew Training Programme is intense and covers the five disciplines outlined below:
Safety and
Induction and Group Medical Cabin Service Training
Emergency Security
Image and Uniform Training (GMT) (CST)
Procedures (SEP)
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 Awareness
2. Professional Image
3. Interacting with Colleagues
4. Interacting with Passengers
(1) Induction and Image and Uniform Training Programme
The following topics will be covered –
• Welcome to Emirates
• Welcome to training
• Corporate Induction
Induction • Customer Journey Training
• Discover Dubai Tour
• E-Learning
• Medical Formalities
• Uniform standards
• Nail care
• Fitness and nutrition
Image and Uniform
• Skin care
• Hair care
• Make-up
(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.
• Types of aircraft
Aircraft Specific • Emergency equipment
• Aircraft Systems
• Anticipated emergencies
• Decompression
• Fire
General Safety
• Survival after an emergency evacuation
• Turbulence
• Unanticipated emergencies
• Basic aeronautics
• Cabin Crew briefings
• Crew Resource Management (CRM)
Legal Licensing Sessions
• Flight Time Limitations (FTL)
• Licensing requirements
• Manual Safety Demonstrations
20Although 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 Training
This training programme covers the following topics:
• Sabotage
• Security checks
• Hijacking
Security Classroom • Weapons recognition
• Customs regulations and Outstation procedures
• Conflict management
• Personal security
Cabin Service Trainer (CST) / • Sabotage and Least Risk Bomb Location (LRBL)
Emergency Evacuation Simulator (EES) • Pre-departure security checks
• Advanced restraint techniques
Security Self Defence Room
• 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.
21(4) Group Medical Training (GMT)
The table below highlights the subjects which will be covered in the classroom and through home assignments.
• Aircraft Medical Equipment • Diabetes
• Anaphylactic Shock • Epilepsy
• Asthma • First Response (Definition, Aims)
• Back Care & Manual Handling • Fracture
• Basic Anatomy & Physiology • Health Promotion
Classroom Topics
• Basic Life Support • Heart Disorders
• Bleeding • In-flight Childbirth
• Breaking Bad News • Medlink (ground medical assistance)
• Burns • Shock
• Choking • Sprains & Strains
E-learning Module • Cardiac Emergencies
• Abdominal/Chest Injuries
• Food Poisoning
• Alcohol Intoxication
• Head/Neck Injury
• Appendicitis
Pre-course assignment Topics • Hyperventilation
• Death on Board
• Stroke
• Dislocation
• Temperature Related Illness
• Eye Injury
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
(5) Cabin Crew Service Training Programme (CCST)
• The Emirates Group
• Cultural Understanding
• Customer Profiles
• Communication Skills
Our Customer Experience
• Your Working Environment
• Etiquette & Ambience
• Food & Beverage
• Documentation
• Cabin Crew Manager Talk/Human Resources Talk
• Scheduling talk
Prepare to Fly
• IT Refresher
• Licensing requirements
22Cabin Crew and Training Team Overview
Cabin Crew Managers report to their designated Manager of Cabin
Manager Cabin Crew MCC Crew on a regular basis with any related issues to crew and they will
oversee the development of their team and the department.
Crew will be designated a specific Cabin Crew Manager who they will
Cabin Crew Managers CCM
report to on a regular basis to assess their onboard performance.
To provide feedback on the overall Service Delivery products onboard
Senior Flight Purser SFP
and monitor quality control.
Responsible for the performance of the cabin crew and all aspects of
Purser PUR
the cabin service (in all cabins). Team leader.
Senior crew member responsible for the crew and service in Economy
Senior Flight Steward/ess SFS
and Business Class cabins.
Responsible for the delivery of the in-flight product in the First Class
First Class Crew - Grade 1 FG1
cabin.
Responsible for the delivery of the in-flight product in the Business
Business Class Crew – Grade 1 G1
Class cabin.
Responsible for the delivery of the in-flight product in the Economy
Economy Class Crew – Grade 2 G2
Class cabin.
Once you have graduated from training you will have a supernumerary
Ab-initio – Graduating flight on both the Airbus and Boeing aircraft or A380 aircraft.
SUPY
Supernumerary A supernumerary is an additional member of the team who is part of
the initial crew complement.
Training Specialists are our training professionals who are responsible
Training Specialists TS for design, delivery, evaluation and the quality of our training. Many ex
Cabin Crew have taken this career path.
Training Officers are responsible for delivery of our courses in
Training Officers TO partnership with the Part-Time Trainers. This role is the first step on the
career path to Training Specialists.
Part-Time Trainers are members of the cabin crew team who spend
Part-Time Trainers their time training our Abinitio and existing crew for upgrade courses.
You will meet them in your course!
23Learning 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:
• Visual
• Auditory
• Kinesthetic
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:
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.
242) 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 Questionnaire
To 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.
25Brain 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
• Concentration
• Enhanced Memory
• Better Coordination
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 Peanut Butter
Bananas Peas/Green Beans
Beef Potatoes
Broccoli Romaine Lettuce
Brown Rice Salmon/Oily Fish
Cantaloupe Melon Soya bean
Cheese Spinach
Eggs Tuna
Milk Turkey/Chicken
Oatmeal Walnuts
Oranges Water
Yoghurt
26Learner Style Preference Questionnaire
Name:
Read the following questions and circle the response that best describes you.
1. When learning something new, you… 6. If you are putting something together, you…
a) Like to have the aid of diagrams, posters, or a demonstration. a) Follow instructions and look at the pictures.
b) Like to have verbal instructions. b) Wish there was a video tape or a tape explaining
c) Just go for it and try it out! what to do.
c) Ignore the instructions and figure it out as you go!
2. When you are reading, do you…
a) Visualise in your mind the descriptive passages? 7. When trying to recall names, do you remember…
b) Enjoy the character’s dialogue? a) The person’s face but not their name.
c) Sometimes read action stories, but would prefer not b) The person’s name but not their face.
to read? c) Clearly the situation in which you met them.
3. When you are spelling, do you...
8. When giving directions to someone, you…
a) Try to “see” the word?
a) Visualise the route first or draw a map
b) Sound the word out before or as you spell it?
b) Give clear, concise instructions.
c) Write the word down to find out if it looks or “feels”
c) Move your body and gestures as you give the
right?
directions
4. When concentrating on something, you…
9. If you need help with a particular computer application,
a) Are distracted by movement and untidiness around
you. would you…
b) Are distracted by noises in the area in which you a) Look for pictures or diagrams to explain the
are working. solution?
c) Have difficulty sitting still for even short periods of b) Ask someone for help or call a help desk?
time c) Persevere and try to figure it out yourself?
5. When problem solving, you… 10. You can remember a list of items best if you…
a) Write the problem down or draw diagrams to visualize it. a) Write them down.
b) Talk to someone (or yourself) about it. b) Recite the list to yourself.
c) Try and use concrete objects to find a solution. 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.
27About You
You must complete the following work in this section and bring this with you
on the first day of your Induction.
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.
1st Language 2nd Language 3rd Language
Languages spoken (spoken/written)
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
282. 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
• Prior to take-off
• During the flight
• Before and after landing
And complete the following:
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
29• What facilities did you notice in your seat and the cabin?
• What facilities did you notice in the lavatory?
• What tasks did the crew carry out in relation to passenger safety?
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
• What tasks did the crew carry out in relation to passenger safety?
30Overall, 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?
31Welcome 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?
32Q.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.
33In 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
Passwords
Emirates 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
Min Max
Sample 2
Min Max
Sample 3
Min Max
Sample 4
Min Max
34Aviation Terminology
Safety and Emergency Procedures (SEP)
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.
Basic Aeronautics – The Aircraft Parts
Initial Term Description
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
A triangle shaped rubber block placed in front of and behind the wheels to keep the A/C in
Chocks
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.
The rear section of the A/C. It consists of horizontal and vertical stabilizers,
Tail
elevators and the rudder
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)
A device which is equipped to make telephone calls and has several seat and personal
Emirates Handset
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
In-flight
IFE The onboard multimedia system which displays movies, games and many other features
Entertainment
Inboard The area in all passenger cabins which is located closer to the centre of the aircraft
The left hand side of an aircraft when viewed from the tail to the nose. The Captain always
LHS Left Hand Side
sits on the LHS.
Lavatory
LSU A panel in the lavatory which contains several functions e.g. a call bell, electrical outlet etc
Service Unit
LAV Lavatory Washroom, toilet
MID Middle Half way
The area in all passenger cabins which is located closer to the aircraft fuselage, windows
Outboard
and doors
O/B On board On or inside the aircraft
Passenger Service A panel above the passengers’ seat which contains certain items such as air vents, reading
PSU
Unit lights and oxygen compartment.
Personal Video
PVS A television located in the back of every passenger seat, to view movies and play games
Screen
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
35Initial Term Description
A panel which is located above the cabin crew jump seats which contains several functions
SU Service Unit
such as the oxygen system compartment, reading lights
Cabin Door Terminology
Initial Term Description
A procedure which is carried out at each cabin door at the beginning of the flight during
Arming 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
A procedure which is carried out to the cabin doors at the end of the flight
Dis-arming
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 Bar
A flap or piece of material which covers the girt bar
Flap Cover
An inflatable slide which provides rapid evacuation and can also be detached from the
Slide Raft
aircraft and converted to a raft for sea survival
Airbus - Components of the Communication System
Initial Term Description
Additional A panel which can be used to switch off the cabin lights in specific cabins, plus other
AAP
Attendant Panel various functions
An indication panel in the ceiling consisting of coloured lights, 2 amber,
ACP Area Call Panel 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
Attendant A panel that consists of written messages and visual indications (e.g. red or green lights)
AIP
Indication Panel during emergency and non emergency situations
Cabin
Inter-Data This controls and monitors most of the cabin systems e.g. lighting, passenger calls, cabin
CIDS
Communications temperature etc.
System
EVAC Evacuation
A button which activates the evacuation signalling system on the aircraft
CMD Command
Forward Attendant A panel/screen on the aircraft which is equipped to control certain functions e.g. systems,
FAP
Panel lighting in the cabin, galleys etc.
Boeing - Components of the Communication System
Initial Term Description
Cabin Area A touch screen panel which is equipped with cabin functions such as controlling the lights,
CACP
Control Panel temperature and viewing the call bells etc
Cabin
This controls and monitors most of the cabin systems e.g. lighting, passenger calls, cabin
CMS Management
temperature etc.
System
Cabin System A panel used to control the entertainment system, cabin controls or maintenance on board
CSCP
Control Panel the aircraft
A panel above every main crew jump seat containing switches e.g. evacuation, work lights
CSP Crew Switch Panel
etc.
An indication panel located in the ceiling, consisting of coloured lights, 2 amber, 2 blue and
MCL Master Call Light 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
Initial Term Description
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
Public Address
PA An announcement heard by all passengers
System
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