// SECURITY & EVACUATION 5.2b
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Unruly Passenger

Recognize the signs of a disruptive passenger.

Aggressive

Shouting, threatening, or physical contact.

Drunk

Slurred speech, lack of coordination, loud behavior.

Refuses Instructions

Ignoring safety commands (seat belt, tray table, etc.).

Smokes in Lavatory

Violation of safety rules. High fire risk.

De-escalation Phrases

Click to listen to the firm tone.

"Sir, please lower your voice."

🔊

"I need you to sit down now."

🔊

"This is a safety instruction."

🔊

"If you continue, the captain will be informed."

🔊

Escalation Scale

Order from 1 (soft) to 5 (firm).

"Sir, I need you to sit down now."
"The captain has been informed. You must comply."
"Excuse me, could you please lower your voice?"
"If you continue, I will inform the captain."
"This is a safety instruction."
1 Softest
2 ...
3 ...
4 ...
5 Firmest

Suspicious Item

Follow the 3 Golden Rules.

1. Don't touch it.
2. Don't move it.
3. Inform the captain immediately.

Brace Position

This position saves lives.

The brace position protects the head and neck during impact. The command is shouted loudly and repeatedly.

Video 5.2b

Evacuation commands.

Evacuation

Evacuation Commands

Click to hear the commanding voice.

Release seat belts!
Get out!
Come this way!
Leave everything!
Jump and slide!
Stay low, crawl!
Life jacket on!
Inflate your life jacket!
Remain seated!

Listen & Choose

Listen to the command and select the correct action.

Take your bags
Leave them behind
Hide under seat

Scenario: Water Landing

Make the correct 4 decisions.

The captain announces an emergency water landing. What is the FIRST command you give?

Record Commands

Record 4 commands with a firm, loud voice.

00:00

Tap to start recording

Unit 5.2b | Exit reflection

Apply what you learned

A passenger refuses an instruction. Write an assertive, respectful phrase from this unit and explain how you would follow crew procedures.

Simulacro de emergencia en el aeropuerto Sheremetyevo.
Fotografia: RIAN archive 344644 Emergency drill at Sheremetyevo airport.jpg, de Anton Denisov. Fuente: Wikimedia Commons ? licencia: CC BY-SA 3.0.
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