Unit 6.1 | Exit reflection
Apply what you learned
Rewrite a passive or aggressive instruction as a clear, respectful, firm sentence from this unit.
Write at least 20 characters. Your response stays in this LMS package.
Which crew member would you trust?
A passenger is standing up during turbulence. Read the 3 responses.
"Please take your seat."
Video 6.1
Passive, aggressive or assertive?
Communication Styles
Listen to the difference in tone.
Passive
"Um, maybe you could sit... if you want."
Aggressive
"Sit down now! Are you deaf?"
Assertive
"Sir, please sit down and fasten your seat belt. It's for your safety."
Classify the Phrases
Click a phrase, then click the correct style.
"I'm sorry, I can't..."
"You must do what I say!"
"I need you to listen."
"It's just a rule..."
"Shut up and sit down."
"Please place your bag here."
"We have a problem, but..."
"Why can't you understand?"
"This is a safety instruction."
0 of 9 phrases classified. Select a phrase, then a style.
PASSIVE
AGGRESSIVE
ASSERTIVE
Active Listening
Click to hear the techniques.
Leadership & CRM
Crew Resource Management.
Purser's Role
Lead the team, make decisions, and ensure safety.
CRM
Use all resources (people, equipment) effectively.
Speak Up
If you see something unsafe, say it clearly.
Colleague Conflict
How to address a mistake assertively.
The 3-Step Model
1. Describe the facts.
2. Explain the effect.
3. Suggest a solution.
"When the trolley is left unsecured, it's a risk. Can we check it together?"
Rewrite the Phrases
Turn these aggressive phrases into assertive ones.
1. "Why are you so stupid?"
2. "Get out of my way!"
3. "You never listen to me."
Cross-Cultural Comm
Communicating with international passengers.
Speak Slowly
Avoid rushing your words.
Avoid Slang
Use standard English words.
Check Understanding
Ask: "Do you understand?"
Respect Differences
Be patient and polite.
Integrated Scenario
Score: 0/4 correct
Problem 1: A passenger is standing up during turbulence and refuses to sit.
Problem 2: You see a colleague skipping the cross-check on the door.
Problem 3: A foreign passenger doesn't understand your instruction about the tray table.
Problem 4: A passenger says they feel dizzy and need help.
Mission Complete!
You have successfully managed the cabin using assertive communication.
Reflection
Which situation was the most difficult for you? Why?
Assertive = clear + respectful + firm
The key to a safe and professional cabin.