TRAINING MODULE

“ To most People…. Sky is the Limit…

To those who love Aviation…
Sky is Home”
Table of Contents
• 1. Module 1 - Self introduction/ History / Introduction to Aviation
• 2. Module 2 - Airport Areas/ Aircraft/ Designations
• 3. Module 3 - Grooming : Makeup/ Attire/ Hairstyles
• 4. Module 4 - Grooming : Body Language and PD Skills
• 5. Module 5 - Group Discussion/ PI
• 6. Module 6 - Safety : Equipments
• 7. Module 7 - Safety: Emergency handling
• 8. Module 8 - First Aid
• 9. Module 9 - Roles and Responsibilities
• 10. Module 10- Food and Beverage
• 11. Module 11- Situation Management
• 12. Module 12- Interview handling
• 13. Module 13- Revision/ Doubt Clearing/ Assessment
Module 1
1. Self Introduction- “Good morning/afternoon, my name is Neerja. I am a
graduate of Hospitality and Tourism Management and currently I am
looking for an opportunity . I have a keen interest for painting and
travelling . I am passionate about providing exceptional customer
service and am excited about the opportunity to work with your airline.”
2. Self-introduction should be professional and should highlight your
relevant skills and experience. Start by introducing yourself with your
full name, and then mention your current role and your experience.
3. The first impression is always the most important one.. Smile, make eye
contact, and greet the interviewer. This will show that you are confident,
friendly, and enthusiastic about the job
Module 1
• History of Aviation-
• The first successful powered aircraft was the Wright Flyer, designed
and built by the Wright brothers, Orville and Wilbur Wright. They
made history with their remarkable achievement on December 17,
1903, near Kitty Hawk, North Carolina, USA.
 Module 1
• Aviation management involves managing
the workflow of airline, airport, or other
businesses pertaining to aviation by
carrying out the day-to-day operations of
an airport or an airline.

• As per the Civil Aviation Ministry, India will

have more than 140 million passengers in
FY2024 alone. India to handle over 1.3
billion passengers annually in the next 20
years. There are currently 148 airports in
the country, and it is the third-largest
domestic market in the world in terms of
seat capacity
DGCA and AAI
• The Directorate General of Civil Aviation (DGCA) is the regulatory
body in the field of Civil Aviation, primarily dealing with safety
issues. It is responsible for regulation of air transport services
to/from/within India and for enforcement of civil air regulations, air
safety, and airworthiness standards.
• Airports Authority of India (AAI) is responsible for creation
development and management of Air Cargo Terminals for processing
of international air cargo (export, import , transshipment and
courier consignment) at international and domestic airports in India.
Module 2
• Components of Airport
• Runway
• Taxiway
• Apron
• Terminal building
• Control tower
• Hanger
• Parking
Module 2- Airport Areas
Technical and engineering staff, ground staff, security, stock and cargo management, airhostess and cabin crew, stewards, ticketing and baggage staff, air traffic contro

Module 2- Designations
• Technical and engineering staff
• Ground staff- Customer Service Executive
• Security
• Stock and Cargo management
• Airhostess and cabin crew
• Ticketing and baggage staff
• Air traffic control room,
• Administration and Duty free shops
• Airline Pilots
Module 3- Grooming
• A standard airline
look across the
board in terms of
makeup seems to
be a fresh, clean
and natural face.
The only difference
between the
natural face is the
choice of lipstick
Module 3- Grooming
• Your hair should be clean,
neat, and cut in a classic
hairstyle. · The length
can vary, but must not
extend below the
bottom of the shirt collar.
It's best to be clean
shaven – the majority of
airlines prefer this look.
Module 3- Attire
Body Language
Module 4- Body Language
Personality Development
• BE CONFIDENT
• DRESS PROPERLY
• DON’T COPY OTHERS
• BE A GOOD LISTENER
• BE OPTIMISTIC
• BE A GOOD LEARNER
• WATCH YOUR BODY LANGUAGE
• MEET NEW PEOPLE
• BE WELL MANNERED
Module 5- Personal Interview
Group Discussion
• Love marriage is better than an arranged
marriage.
• Joint family is better than a nuclear family.
• Whatsapp, Facebook, Instagram, and
Snapchat are killing creativity.
• Corruption is a necessary evil.
• The dark side of junk food is still unknown.
• The quota system should be completely
removed.
• There is a serious lack of work-life balance
these days.
• Women Empowerment
Safety- Equipments
• What Safety Equipment Is on an Aircraft?
• The aviation industry takes safety seriously. Air travel is generally very safe, and if an accident does happen, every aircraft has the proper
equipment to ensure the safety of all crewmembers and passengers.
• Oxygen Systems
• Because air at higher altitudes is colder and less dense, it contains fewer oxygen molecules, making it harder to breathe. Air filtration
systems help convert the outside air into breathable air. In case of a system failure, emergency oxygen systems ensure that everyone still has
access to oxygen.
• Cabin Oxygen System
• Each passenger seat, flight attendant seat and bathroom is equipped with oxygen generators and masks. If the cabin altitude reaches 14,000
feet, oxygen masks automatically deploy from above. If the automatic system fails, the flight crew has access to an override switch to open
the oxygen doors for the cabin. And in case that doesn’t work, flight attendants can manually open each oxygen door through a release hole
in the door.
• Flight Crew Oxygen System
• The cockpit contains one mask for each member of the flight crew. These masks also include extra features compared to the cabin masks..
• Portable Oxygen System
• Portable oxygen systems allow for oxygen to be used in emergencies where activation of the entire cabin’s oxygen system is not required. If
a passenger is having trouble breathing, flight attendants and licensed medical providers on the plane can bring the oxygen directly to them.
Safety- Equipments
• Evacuation Tools
• In an emergency landing, evacuation tools ensure that passengers and crew
members can safely exit the plane.
• Here is a list of standard aircraft evacuation tools:
• Flashlights: Every pilot seat houses high-intensity flashlights behind them. These
flashlights feature a flashing LED indicator to show that they are working correctly.
• Crash axe: Usually stored behind the copilot’s seat, the crash ax is strong enough
to cut metal, open holes and force open doors and windows.
• Megaphones: If there’s a power outage to the aircraft’s public address system,
megaphones help the crew share critical information.
• Evacuation slides: These slides are stored in the emergency exit doors and, once
inflated and deployed, passengers can safely exit the plane without dropping
from a dangerous height.
Safety- Equipments
• Halon Fire Extinguishers
• If an electrical, oil or fuel fire starts, crew members will use a Halon fire extinguisher. The chemical is suitable
for use in cold weather and does not conduct electricity, making it perfect for aircraft use
• Portable Water Fire Extinguishers
• Water fire extinguishers are suitable for wood, paper and fabric fires. As the name suggests, these cylinders
hold a pressurized solution of alkali salts in water. When operated, the cylinder projects a fine mist that
extinguishes the flames.
• Protective Breathing Units (PBU)
• PBUs are personal smoke hoods that protect crewmembers from smoke inhalation..
• Water Emergency Equipment
• In a water landing, passengers and crewmembers must deploy water flotation devices to remain safe until
help arrives.
• Personal flotation devices: Each crew member and passenger has access to a life vest equipped with a
locator light, an instruction manual and an oral inflation system. Additionally, the seat cushions in passenger
seats serve as flotation devices during an emergency.
• Life rafts: Most commonly found in wide-body international aircraft, life rafts are stored in the ceiling near
the exits. Life rafts generally have survival kits that include signal flares, knives and covers to block the sun’s
harmful rays. In some cases, the evacuation slide itself can even be used as a flotation device.
SAFETY- Equipments
Safety- Emergency Handling
• Ditching is a deliberate emergency landing on water, it is not an
uncontrolled impact. Ditching events beyond coastal waters are rare,
but experience suggests that if the aircraft impacts the water under
control, the chance of survival is high
Emergency Handling
• What does it mean for a plane to crash land- to land (an airplane or
spacecraft) under emergency conditions usually with damage to the
craft.
Emergency Handling
• Terrorism in India
• Terrorists are very likely to try to carry out attacks in India.
• Terrorist attacks have mainly focused on Government of India interests.. However, terrorists may target places visited by larger
groups, including foreigners, such as:
• stay alert, especially in public places
• check local media for warnings before you travel
• report unattended baggage quickly
• Take particular care during periods of national or religious significance, such as:
• Republic Day (26 January)
• Independence Day (15 August)
• Diwali (usually in October or November)
• Eid (date changes each year)
• Regions with heightened risk
• There is a heightened risk of terrorism in some Indian regions, including:
• Jammu and Kashmir, and less often in some parts of north-east India
• rural areas of Jharkhand, Chhattisgarh and Odisha
• parts of Bihar and West Bengal
Module 8- FIRST AID
• What are the common
emergencies in flight?
• The most common in-flight
medical emergencies involve:
• Seizures;
• Cardiac symptoms;
• Nausea or vomiting;
• Respiratory problems and.
• Lightheadedness or fainting.
First Aid
• The 7 Steps of Basic First Aid
• Step 1: Danger.
• Step 2: Response.
• Step 3: Send for help.
• Step 4: Airway.
• Step 5: Breathing.
• Step 6: CPR.
• Step 7: Defibrillator.
Roles and Resonsibilities- Cabin Crew

• Cabin crew consisting of flight attendants carry out the instructions

given by pilots or co-pilots outside the cockpit. They are also in charge
of the safety and comfort of passengers on a flight, and they inform
the passengers when necessary.
Customer Service Executive
• Greet the passengers. Communicate with passengers in a courteous
manner. The duty of the Customer Service Executive is check-in the
passengers, verify the tickets and travel document such as Passport,
Visa etc. Check passenger documents for their validity and
applicability before processing.
Security Staff
• Provides security protection for civilian/commercial aviation, aircraft
and passengers. arrive at the scene. Renders assistance to motorists
as needed. Inspects buildings and responds to fire and burglary
alarms.
Aircraft Loaders
• Aircraft loaders may do some or all of the following: drive baggage
and freight between planes and airport terminals or cargo buildings.
load and unload aircraft. operate equipment such as cargo and belt
loaders, lift trucks, ramp tractors and loading systems.
Cleaning Staff
• Perform heavy cleaning duties, such as cleaning floors, shampooing
rugs, washing walls and glass, and removing rubbish. Duties may
include tending furnace and boiler, performing routine maintenance
activities, notifying management of need for repairs, and cleaning
snow or debris from sidewalk.
Cabin Maintenance
• Duties include a wide range of tasks that may include emptying trash,
cleaning all windows, vacuuming carpet, painting aircraft interiors,
removing or installing seats and carpet. Cabin maintenance crew may
also repair upholstery, clean the cockpit, clean lavatories, and restock
supplies.
Food and Beverages
Food and Beverages
• Where is food stored in aircraft?
• Galleys on commercial airlines typically include not only facilities to
serve and store food and beverages, but also contain flight attendant
jumpseats, emergency equipment storage, as well as anything else
flight attendants may need during the flight.
• How do airplanes serve food?
• Plane food is designed to be reheated. These on the ground facilities
will prepare, cook, and package large quantities of meals. Depending
on the type of food, after cooking, it will either be chilled or frozen
until it is reheated onboard (usually within ten hours of preparation).
Food and Beverages
• Catering Specification - In-Flight Catering Service
• According to law insider, in-flight catering services mean the delivery
of prepared and packaged food and beverages at any public airport
for consumption aboard an aircraft while in flight.
Food and Beverages
Food and Beverages
Situation Management
• Behavioral-Based Questions:
• Give me a recent example of a situation you have faced when the "pressure was on".
What happened? How did you handle it?
• Give me an example of a recent situation when you disagreed with someone on the
job. What were your options for settling it? Why did you choose the option you did?
• Give me an example of a decision you had to make quickly or under pressure. How did
you approach it and how did it work out?
• Give me an example of an important goal that you had set in the past and tell me
about you success in reaching it.
• Describe a situation in which you were able to use persuasion to successfully convince
someone to see things your way.
• By providing examples, convince me that you can adapt to a wide variety of people,
situations, and environments.
INTERVIEW HANDLING
• 1. Why do you want to work for this airline?
• Researching the airline you are applying to is necessary for answering this question. Point out some
positive facts about the airline's achievements, company culture, customer experience and values. If you
can convince the interviewer that you are excited about working for their airline instead of just seeking a
job, it can help create a positive impression.
• 2. Why are you interested in the aviation industry?
• This is a chance to display your practical knowledge about processes and inner working in the industry.
You can discuss your motivation and how it aligns with the values of the business or discuss how the role is
suitable for your professional and personal goals.
• 3. Are you willing to travel or relocate if required?
• Unless you are interviewing for the position of airport staff, a job in an airline usually involves travel. Such
jobs are generally suitable for individuals who enjoy travelling. If you are willing to move to a new city, you
can express while answering this question.
• 4. What is the importance of customer service according to you?
• Jobs at an airport often require interacting with passengers at various touchpoints such as check-in,
baggage processing, reservations, ticketing, flight boardings, air-bridge operation, greeting arriving
passengers, in-flight service and handling VIPs. Professionals such as ground staff and cabin crew are an
integral part of such essential customer service operations. Explain that you understand the requirements
of this job and the importance of excellent customer service in the aviation industry.
INTERVIEW HANDLING
• 5. How would you deal with an angry or uncooperative passenger?
• This question is common during cabin crew interviews. The cabin crew is
responsible for maintaining customer satisfaction and resolving any issue that a
passenger faces. You can describe how you tackle a difficult situation involving
passengers through a process or set of techniques to answer this question. Share
any relevant experiences you may have.
• 9. What are some of your greatest skills?
• In an airport job, strong communication skills, problem-solving skills and
attention to detail are common expectations. Highlight these skills in your
response and explain how you would use them to fulfil your daily responsibilities.
• 10. What are your long-term career goals?
• Interviewers often ask this question to identify confident and ambitious
candidates. When answering this question, be genuine about your professional
goals.
REVISION/ DOUBT CLEARING/ ASSESSMENT
ASSESSMENT
• Many airlines require candidates to complete one or more aptitude tests,
usually verbal and numerical reasoning. These tests look at your skills and
abilities in dealing with different types of information. As the tests can
determine whether or not you proceed in the recruitment process, practice
is essential.
• How will you handle an unhappy customers?
• How soon are you ready to join?
• How will you convince customer to change his seat?
• How will you assist Elderly passengers?
• How will you handle if Child is travelling alone?
• How will convince customer if window/aisle seat is not available?
We are happy to have your time and
attention!
THANK YOU!!!!!!!!!!!!!!!