An assumption underlying HazPax workshop training is that participants are bright people who already posses all of the observational and interpersonal skills needed to identify and manage unruly passengers. HazPax training provides a commonsense framework in which to effectively apply those skills.
Note: HazPax training does not include physical defense or restraint training.
✈ One-day HazPax workshop
Frontline, passenger-contact employees
(e.g., flight attendants, gate agents, ticket agents)
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
Passenger-service and cabin-crew managers and trainers
Limited to 20 participants
Facilitators complete the one-day workshop outlined above
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.
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