REQUIRED KNOWLEDGE AND SKILLS

This describes the essential knowledge and skills and their level required for this unit

Required knowledge

Relevant sections of Civil Aviation Safety Regulations and Civil Aviation Orders pertaining to cabin operations

Relevant OHampS regulations

Relevant customs quarantine equal opportunity and antidiscrimination regulations

Airline structure products policies procedures and service standards

Cabin product and service procedures

Importance of customer service to airline and to individual crew responsibility

Airline standards principles and philosophies for providing quality customer service to passengers

Relevant airline divisional business plans

Needs and expectations of different types of customers including internal and external customers

Customer service recordsdocumentation

Appropriate service to customers with a range of disabilities and special needs

Cabin features and amenities for various types of aircraft

Features amenities and departure gate locations of terminals at designated airports

Risks that exist when providing customer service to passengers on aircraft flights and related risk control procedures and precautions

Problems that may occur when providing customer service to passengers on aircraft flights and appropriate action that should be taken in each case

Complaint handling procedures

Service quality and continuous improvement principles

Required skills

Communicate effectively with others when providing leadership and supervising cabin operations

Read and interpret instructions regulations procedures and other information relevant to cabin operations and customer service

Interpret and follow operational instructions and prioritise work

Complete documentation related to supervising cabin operations

Operate electronic communication equipment to required protocol

Work collaboratively with others when supervising cabin operations

Adapt appropriately to cultural differences in the workplace including modes of behaviour communication and interactions with others

Promptly report andor rectify any identified problems that may occur when supervising cabin operations in accordance with regulatory requirements and workplace procedures

Implement contingency plans for unexpected events that may arise when supervising cabin operations

Apply precautions and required action to minimise control or eliminate hazards that may exist when supervising cabin operations

Monitor and anticipate operational problems and hazards and take appropriate action

Monitor work activities in terms of planned schedule

Modify activities dependent on differing workplace contingencies situations and environments

Work systematically with required attention to detail without injury to self or others or damage to goods or equipment

Adapt to differences in equipment and operating environment in accordance with standard operating procedures

Select and use required personal protective equipment conforming to industry and OHampS standards

Implement OHampS procedures and relevant regulations

Identify and correctly use equipment required when supervising cabin operations

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required knowledge and skills the range statement and the assessment guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying

the underpinning knowledge and skills

relevant legislation and workplace procedures

other relevant aspects of the range statement

Context of and specific resources for assessment

Performance is demonstrated consistently over a period of time and in a suitable range of contexts

Resources for assessment include

a range of relevant exercises case studies andor other simulated practical and knowledge assessment andor

access to an appropriate range of relevant operational situations in the workplace

In both real and simulated environments access is required to

relevant and appropriate materials and equipment and

applicable documentation including workplace procedures regulations codes of practice and operation manuals

Method of assessment

Assessment of this unit must be undertaken by a registered training organisation

As a minimum assessment of knowledge must be conducted through appropriate writtenoral tests

Practical assessment must occur

through activities in an appropriately simulated environment at the registered training organisation andor

in an appropriate range of situations in the workplace

Supervision of cabin operations may be provided:

Customers may include:

Performance may be demonstrated:

Problems during supervision of cabin operations may include:

Persons consulted may include:

Dependent on the type of organisation concerned and the local terminology used, workplace procedures may include:

Information/documents may include:

Applicable regulations and legislation may include: