✈ One-day HazPax workshop
Intended participants:
Frontline, passenger-contact employees
(e.g., flight attendants, gate agents, ticket agents)
Duration:
8 hours
Workshop accommodation:
Limited to 30 participants
Workshop participants learn to:
✈︎ Differentiate offensive from hostile behavior
✈︎ Follow company requirements, authorizations, and expectations
✈︎ Understand the antecedents of passenger hostility and rage
✈︎ Mitigate the emotional affects of personal confrontation
✈︎ Anticipate and defuse passenger hostility
✈︎ Manage groups of hostile passengers
✈︎ Respond when hostility turns violent
✈︎ Report passenger abuse
✈ Two-day HazPax facilitator workshop
Intended participants:
Passenger-service and cabin-crew managers and trainers
Duration:
16 hours
Workshop accommodation:
Limited to 20 participants
Day one
Facilitators complete the one-day workshop outlined above
Day two
Facilitators are guided in adapting HazPax workshop material to
their particular teaching style and to the company’s scheme.
All participants receive a set of adaptable training materials that include:
✈︎ A facilitator guide
✈︎ A student workbook
✈︎ A PowerPoint™ training presentation on CD or thumb drive
✈︎ Master templates of participant exercises
HazPax training is sometimes traditional, occasionally unconventional, very hands-on, and always pragmatic. Workshop participants learn by doing, remember by having done, and enjoy the process.