Certificate in In-flight Service Operations — Certification Brochure

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London Academy of Professional Training
Certificate
Certificate in In-flight Service Operations
Foundation Level
REF: AV-AHC-F  •  Aviation Centres  •  Aviation Hospitality & Cabin Crew
6Subjects 24Chapters 120Classes 450Total Marks 60%Pass Mark LifetimeValidity
At a Glance
ReferenceAV-AHC-F
AwardCertificate
Assessment450 marks — 270 to pass (60%)
PrerequisitesNone
ValidityLifetime
Awarding BodyLAPT — London Academy of Professional Training
Curriculum
1 Cultural Competence and Communication 4 chapters · 20 classes  45 marks
• 1 Understanding Cultural Dynamics in Aviation — 5 classes
› 1.1 Exploring Diverse Cultural Landscapes in Aviation
› 1.2 Recognizing and Respecting Cultural Differences
› 1.3 Communicating Effectively Across Cultures
› 1.4 Adapting Service to Meet Cultural Expectations
› 1.5 Applying Cultural Competence in Real-world Scenarios
• 2 Effective Communication Across Cultures — 5 classes
› 2.1 Understanding Cultural Contexts in Communication
› 2.2 Identifying Common Barriers in Cross-Cultural Communication
› 2.3 Developing Active Listening Skills for Diverse Interactions
› 2.4 Adapting Communication Styles to Various Cultures
› 2.5 Applying Cultural Competence in Real-world Scenarios
• 3 Adapting Service Techniques to Cultural Preferences — 5 classes
› 3.1 Exploring Cultural Preferences in In-flight Services
› 3.2 Identifying Key Differences in Global Dining Etiquette
› 3.3 Tailoring Communication Styles for Diverse Passengers
› 3.4 Modifying Service Techniques for Cultural Sensitivity
› 3.5 Implementing Culturally Responsive Customer Service Strategies
• 4 Conflict Resolution and Cultural Sensitivity — 5 classes
› 4.1 Understanding Cultural Differences in Conflict Styles
› 4.2 Recognizing the Impact of Personal Biases
› 4.3 Listening and Empathy as Keys to Resolution
› 4.4 Strategies for Culturally Sensitive Conflict Resolution
› 4.5 Applying Conflict Resolution Techniques in Diverse Settings
2 Customer Service in Aviation 4 chapters · 20 classes  115 marks
• 1 Understanding Customer Needs and Expectations in Aviation — 5 classes
› 1.1 Identifying Diverse Customer Profiles in Aviation
› 1.2 Analyzing Passenger Expectations in Air Travel
› 1.3 Exploring Communication Techniques for Customer Engagement
› 1.4 Addressing Common Passenger Concerns and Queries
› 1.5 Implementing Strategies to Enhance Passenger Satisfaction
• 2 Communication Skills for Cabin Crew — 5 classes
› 2.1 Understanding the Basics of Cabin Crew Communication
› 2.2 Mastering Verbal and Non-verbal Communication Techniques
› 2.3 Developing Active Listening Skills for Improved Passenger Interaction
› 2.4 Navigating Cultural Sensitivity and Language Barriers
› 2.5 Applying Conflict Resolution Strategies in In-flight Scenarios
• 3 Handling Difficult Situations and Resolving Conflicts — 5 classes
› 3.1 Understanding Conflict and Its Triggers in Aviation
› 3.2 Identifying Customer Emotions and Needs During Conflicts
› 3.3 Implementing Effective De-escalation Techniques
› 3.4 Applying Active Listening to Enhance Customer Resolution
› 3.5 Practicing Conflict Resolution Scenarios in In-flight Settings
• 4 Delivering Exceptional Customer Experiences in Aviation — 5 classes
› 4.1 Understanding Customer Expectations in Aviation
› 4.2 Techniques for Effective Communication with Passengers
› 4.3 Handling and Resolving In-flight Customer Complaints
› 4.4 Personalising Passenger Interactions for Enhanced Experience
› 4.5 Implementing Feedback to Improve Service Quality
3 In-flight Service Techniques 4 chapters · 20 classes  45 marks
• 1 Understanding In-flight Service Protocols — 5 classes
› 1.1 Exploring the Basics of In-flight Service Protocols
› 1.2 Identifying Key Roles and Responsibilities in In-flight Service
› 1.3 Understanding Passenger Interaction Techniques
› 1.4 Implementing Effective Communication with Passengers
› 1.5 Applying Safety and Emergency Protocols During Service
• 2 Mastering Communication and Interpersonal Skills — 5 classes
› 2.1 Understanding Effective Communication in In-flight Service
› 2.2 Developing Active Listening Skills with Passengers
› 2.3 Enhancing Non-verbal Communication Techniques
› 2.4 Building Rapport and Positive Relationships on Board
› 2.5 Managing Conflict and Difficult Conversations in the Cabin
• 3 Efficient Meal and Beverage Service Techniques — 5 classes
› 3.1 Understanding the Basics of Meal and Beverage Service
› 3.2 Setting Up the Service Environment Efficiently
› 3.3 Mastering Beverage Selection and Serving Techniques
› 3.4 Practicing Meal Service with Customer Interaction
› 3.5 Implementing Time-saving Strategies in In-flight Service
• 4 Advanced Customer Care and Problem Resolution — 5 classes
› 4.1 Understanding Advanced Customer Expectations
› 4.2 Techniques for Active Listening and Empathy
› 4.3 Strategies for De-escalating In-flight Conflicts
› 4.4 Methods for Efficient Problem Solving and Resolution
› 4.5 Applying Feedback to Enhance Customer Experience
4 Introduction to Aviation Industry 4 chapters · 20 classes  65 marks
• 1 Overview of the Aviation Sector and Its Economic Impact — 5 classes
› 1.1 Understanding the Global Aviation Sector
› 1.2 Exploring Major Aviation Organizations and Regulatory Bodies
› 1.3 Analyzing Aviation's Role in the Global Economy
› 1.4 Examining the Economic Contributions of Airports and Airlines
› 1.5 Assessing Economic Challenges and Trends in Aviation
• 2 Regulations and Regulatory Bodies in Aviation — 5 classes
› 2.1 Understanding ICAO and its Global Role in Aviation
› 2.2 Exploring EASA: Europe's Aviation Safety Authority
› 2.3 Analyzing CAA's Impact on UK Aviation Standards
› 2.4 Examining Key Aviation Regulations and Their Implications
› 2.5 Applying Regulatory Knowledge to In-flight Operations
• 3 Roles and Responsibilities of Aviation Personnel — 5 classes
› 3.1 Understanding Aviation Industry Roles
› 3.2 Analyzing the Role of Pilots and Co-Pilots
› 3.3 Exploring Cabin Crew Duties and Responsibilities
› 3.4 Examining Ground Crew and Maintenance Operations
› 3.5 Integrating the Roles for Efficient Flight Operations
• 4 Understanding Aviation Customer Service Principles — 5 classes
› 4.1 Explore the Fundamentals of Aviation Customer Service
› 4.2 Identify Key Customer Needs in Aviation
› 4.3 Analyze Common Challenges in Aviation Customer Service
› 4.4 Learn Effective Communication Techniques for Aviation
› 4.5 Apply Best Practices in Aviation Customer Service Scenarios
5 Safety and Emergency Procedures 4 chapters · 20 classes  90 marks
• 1 Understanding Safety Equipment and Protocols — 5 classes
› 1.1 Identifying Essential Safety Equipment
› 1.2 Understanding Personal Protective Gear Use
› 1.3 Demonstrating Emergency Protocols
› 1.4 Operating Emergency Communication Devices
› 1.5 Evaluating and Responding to Safety Scenarios
• 2 Identifying and Managing In-flight Emergencies — 5 classes
› 2.1 Understanding In-flight Emergency Scenarios
› 2.2 Identifying Signs and Symptoms of Common Emergencies
› 2.3 Prioritizing Actions during an Emergency
› 2.4 Implementing Emergency Protocols and Procedures
› 2.5 Communicating Effectively with Crew and Passengers
• 3 Evacuation Procedures and Crew Coordination — 5 classes
› 3.1 Understanding Evacuation Signals and Procedures
› 3.2 Coordination and Communication in Emergency Situations
› 3.3 Executing Efficient Evacuations: Roles and Responsibilities
› 3.4 Prioritizing Passenger Safety during Evacuations
› 3.5 Assessing and Improving Crew Coordination Skills
• 4 Passenger Safety Management and Regulation Compliance — 5 classes
› 4.1 Understanding Passenger Safety Regulations and Compliance
› 4.2 Recognising and Mitigating Passenger Risks
› 4.3 Ensuring Proper Use of Safety Equipment by Passengers
› 4.4 Implementing Effective Communication During Emergencies
› 4.5 Assessing and Responding to Passenger Safety Violations
6 Team Dynamics and Crew Resource Management 4 chapters · 20 classes  90 marks
• 1 Understanding Team Dynamics in Cabin Crew Operations — 5 classes
› 1.1 Exploring Team Dynamics in Cabin Crew Settings
› 1.2 Identifying Roles and Responsibilities within Cabin Crew Teams
› 1.3 Enhancing Communication Strategies for Effective Teamwork
› 1.4 Managing Conflict: Strategies for Cabin Crew Cohesion
› 1.5 Applying Crew Resource Management in Real-World Scenarios
• 2 Communication Strategies for Effective Crew Coordination — 5 classes
› 2.1 Understanding the Fundamentals of Crew Communication
› 2.2 Identifying and Overcoming Barriers in Crew Communication
› 2.3 Mastering Active Listening Techniques for Effective Crew Interaction
› 2.4 Implementing Clear and Concise Communication for Safety Assurance
› 2.5 Applying Advanced Communication Strategies in Flight Scenarios
• 3 Conflict Resolution and Decision-Making in the Air — 5 classes
› 3.1 Understanding Conflict: Identifying Sources and Types Aboard
› 3.2 Analyzing Conflict: Assessing Situations and Stakeholders
› 3.3 Communication Strategies: Techniques for De-escalation
› 3.4 Collaborative Solutions: Engaging in Problem-Solving with the Crew
› 3.5 Decision-Making Under Pressure: Applying CRM Principles
• 4 Advanced Crew Resource Management and Leadership — 5 classes
› 4.1 Understanding Crew Resource Management Principles
› 4.2 Analyzing Leadership Styles in Aviation
› 4.3 Enhancing Communication and Decision-Making Skills
› 4.4 Implementing Conflict Resolution Strategies
› 4.5 Applying Situational Awareness for Effective Leadership
LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom
info@lapt.org  •  +44 7513 283044  •  lapt.org		 UKPRN 10067351  •  Company 4984798
Curriculum current at the date of issue.