CABIN CREW IN CHARGE

TRAINING

Aye Aye Naing

Cambodia Airways

Cabin Crew Training Manager

캄보디아항공

객실사무장훈련

안녕하세요.

Introducing Cambodia Airways

➢ We are a new Cambodian International Airline based in Phnom Penh

➢ We will commence flying operations in the coming months

➢ Our Cabin Crew composition is from various nationalities e.g. Cambodia, Myanmar, Vietnam and Taiwan

캄보디아항공을소개합니다!

2

We intend to operate schedule services to

The ASEAN CountriesEurope South Korea Japan China계획취항지

3

We will deliver the highest standards of customer service …

… While putting safety foremost in our operations

최고의고객서비스

및

안전표준

4

Importance of Training

…..Then the Captain ordered the evacuation of the aircraft and the Cabin Manager instinctively jumped to action.

"I wasn't really thinking, but my body started carrying out the steps needed for an evacuation. I was only thinking about rescuing the next passenger."

Cabin Manager Lee Yong Hye

훈련의중요성

5

CIC Training

6

➢ Initial Training for Crew In Charge to enable them to carry out specific

tasks during normal, abnormal and emergency situation efficiently has

been required by some States since the 1990’s.

➢ This Training includes –

o Management of the cabin 객실관리o Flight and Cabin Crew co-ordination 객실내의사소통o Interface with other department personnel 객실외의사소통o Regulator and Operator’s requirement pertaining to cabin safety

and Human Factors 객실안정규정및인적요인o Leadership skills 관리자스킬

객실사무장훈련

ICAO Standards and Recommended

Practices ICAO 표준 및 추천연습

➢ICAO Annex 6 Part I, Operations of Aircraft- International Commercial Air Transport (Aeroplanes) does not require specific training for Crew In Charge.

➢However, ICAO DOC 10002 provide guidance on the contents for Crew In Charge Initial and Periodic training

7

Why Conduct CIC Training?

객실사무장 훈련의 이유

8

➢ Completion of operator’s normal cabin crew training programme provides specialized competencies and skills

Relevant to becoming qualified cabin crew member

➢ CIC Training will provide additional leadership and management skills to enhance their roles

Specific to duties and responsibilities of Cabin Crew In ChargeProvides competencies and skills required

➢ CIC training focuses on specific aspects of operator SOPs Relevant to CIC

➢ CIC training allows CRM skills put into focus and practice

Examples of CIC Training Contents

훈련 내용

9

All newly appointed CIC should be given training on the following topics:

(a) items to be covered at pre-flight briefing:

i. allocation of cabin crew stations and responsibilities;ii. aircraft type and equipment fit;iii. area, route and type of operation; andiv. any special category passengers such as infants, disabled or stretcher cases, etc.

(b) co-operation with the crew:

i. discipline, responsibilities and chain of command;ii. importance of co-ordination and communications; andiii. action in the event of pilot incapacitation.

첫훈련

Examples of CIC Training Contents

10

(c) review of legal and operator's requirements pertaining to cabin safety:

i. passenger safety briefing, safety cards;ii. securing of galleys;iii. stowage of cabin baggage;iv. restrictions on use of portable electronic device;v. procedure during turbulence;vi. procedures when re-fuelling with passengers on board; and vii. documentation.

(d) Human Factors and Crew Resource Management

(e) accident and incident reporting;

(f) flight and duty times limitations and rest requirements

Examples of CIC Training Contents

11

(g) safety on the ramp;

(h) aircraft diversion involving emergency first aid cases;

(i) minimum equipment list;

(j) aviation security matters; and

(k) use of automated external defibrillators. (if carried)

Examples of CIC Training Contents

12

In addition to the normal recurrent training, CIC should also be given additional periodic training in the management of the following scenarios:

(a) planned crash/ditching;(b) unruly passengers;(c) crew incapacitation; (d) emergency first aid cases;(e) in-flight cabin fire;(f) ramp safety;(g) dangerous goods incidents; (h) aviation security matters; and(i) use of automated external defibrillators. (if carried)

Note : All topics shall be reviewed once every 2 years during the refresher training.

주기적훈련

Competency Based Training

객실사무장의 자격 훈련

Traditional aviation training programmes전통항공훈련계획Designed to acquire standards established to meet qualifications of licence, rating or privilege. Programme design and content influenced by Authority’s testing criteria and methods.

Competency. 자격훈련A combination of skills, knowledge and attitudes required to perform a task to the prescribed standard.

Competency-based training and assessment. 평가Training and assessment that are characterized by a performance orientation, emphasis on standards of performance and their measurement, and the development of training to the specified performance standards.

13

Competency Based Training

14

지식

태도임무

이해분석

평가

경쟁력

Competency- Based Training For CIC

15

➢ ICAO DOC 10002 chapters 5,6,7,9 and 10 provide detailed guidance on competency- based training for Cabin Crew

➢ For operations with more than one cabin crew, ICAO Doc 10002 provides performance criteria specific to CIC. These are address in chapters above

➢ Overview of recommended CIC training programme structure and content is presented to supplement what is addressed in other chapters

New Challenges 새로운 토전

16

Competency Based Training Vs Minimum Operating

Experience 객실사무장의 자격 훈련 및 최송 비행 경험

➢ Some countries require a Crew In Charge to have a minimum operating experience of one year

➢ ICAO does not provide any guidelines for the minimum operating experience of a Crew In Charge

➢ With the introduction of the competency based training , the need for minimum operating experience is now debatable

“Regardless of the quality of training being provided, a minimum

operating experience is required particularly for the Crew In Charge. This

minimum experience should be subject to the complexity of the aircraft

operations. It cannot be a one size fits all requirement. Had I only have

one year of operating experience as mandated by many countries, I

doubt I could have handle the situation as competently as I did in this

particular incident.”

Michael Von Reth

Customer Service Manager

QANTAS of Flight 32 from

Singapore to Sydney

4 November 2010

Competency Based Training Vs

Minimum Operating Experience

17

Final Thoughts on Cabin Safety

Training 객실 안정 훈련 비고 사항

➢In safety training, there are no text book procedures on how to react and respond to each and every situation. No two accidents are identical

➢ No a mount of training can cover each particular situation

➢ Role of CIC in an emergency cannot be over-emphasised

➢ Prepare to expect the unexpected

➢ The greatest challenge in Training is to produce Cabin Crew who can to think on their feet, perform as required in a positive, confident and calm manner during any unexpected situation

18

Points to Remember

요소

19

✓The need for CIC training to enhance CIC roles and responsibilities

✓Suggested Contents for CIC Initial and Recurrent Training

✓CIC Competency Based Training

✓Competency Based Training vs Minimum Operating Experience

Attributes of the CIC

20

Maturity

High Operating Standards

Leadership

Knowledge

Passionate

Dedicated

Quotable Quotes 명언

“ Train people well enough so they can leave.

Treat them well enough so that they do not want to”

Richard Branson

21

22

23

Thank You and Safe Flying

감사합니다.

24