Middle Eastern Airlines Operations and Cabin Crew Competencies

Vocabulary flashcards focusing on aviation concepts, Middle Eastern airline standards, emergency protocols, and behavioral criteria.

Cultural Intelligence (CQ)

The capability to adapt and work effectively across diverse cultural contexts, developed in cabin environments with crew and passengers representing 100+ nationalities.

The "Desert Survival" Scenario

A common group exercise used in Emirates and Etihad group discussions where candidates rank survival items under pressure to evaluate logic, active listening, and consensus-building skills.

Crew Resource Management (CRM)

An aviation safety framework that permits crew members of any rank to speak up regarding safety concerns using assertive politeness, regardless of strict cabin hierarchy.

Assertive Politeness

A communication technique using "I" statements (e.g., "I feel concerned about this") to point out safety errors to senior crew privately without escalating conflict in front of passengers.

Emotional Intelligence (EQ)

The ability to recognize and manage one's own emotions while accurately reading the emotional states of passengers and colleagues to de-escalate high-stress cabin situations.

High-Tech, High-Touch

An operational philosophy where technology and AI handle automated tasks, freeing cabin crew to deliver empathetic, personalized human connection to passengers.

Anticipatory Service

A 5-star service approach where crew members proactively identify and fulfill a passenger's needs—such as delivering water—before the passenger explicitly asks for it.

Brand Armor

The concept treating the airline uniform and strict grooming guidelines (such as specific lipstick shades or clean-shaven faces) as a representation of a multi-billion dollar corporate identity.

Verbal Judo

The practice of using strategic verbal de-escalation techniques, soft-spoken tones, and active listening to calm unruly or angry passengers during an air rage incident.

Able-Bodied Passengers (ABPs)

Passengers physically capable of assisting crew and operating heavy exit doors during an evacuation, whose qualification overrides paid seat upgrades for emergency exit rows.

The 7-Second Rule

The principle that passengers form their initial judgment about a crew member's trustworthiness and professionalism within the first 7 seconds of boarding.

Spontaneity Test

An interview exercise where candidates pick an unannounced topic and deliver a structured 2–3 minute presentation to demonstrate logical thinking and calm communication under pressure.

The 90-Second Rule

An international aviation safety regulation requiring that a commercial aircraft be fully evacuated in 90 seconds or less during an emergency.

DRSABCD Protocol

The standardized emergency first aid procedure utilized by cabin crew to systematically assess and respond to onboard medical emergencies.

Clear Air Turbulence

Severe atmospheric turbulence occurring without visual warning, requiring crew to immediately lock service carts, secure the cabin, and take their jumpseats.

Brace Position

A required emergency landing posture instructed by crew to protect passenger heads and minimize body movement during impact.

Assist Space

The designated safety area next to an aircraft exit door where crew stand to direct and push passengers onto evacuation slides.

LEAR Model

A 4-step framework for handling customer complaints in flight: Listen, Empathize, Apologize, and React.

Senior Cabin Crew Member (Purser)

The onboard leader responsible for directing the cabin crew team, overseeing zone management, and coordinating cabin safety and service operations.

CAAB and IATA Compliance

Adherence to statutory aviation rules set by authority bodies (such as Civil Aviation Authority of Bangladesh and International Air Transport Association) governing duty hours, safety protocols, and operational legality.