1. Tell
me your solution to deal with a furious passenger?
Listen, understand the problem of client and
try to capture their trust by promising to solve their issue as soon as
possible. Then learn about the facts and find the best solution to resolve it.
Whatever the issue is, it must follow policies and processes. And do not forget
that understanding and agreeing are two different things. Understanding the
problem of passenger does not mean that you have to agree with what passenger
requires (unless you can reach an agreement appropriate for both parties). Give
passengers an apology whoever faults belong to. Then, you can find out the
facts and handle the problem as proper as good. At last, consider the matter
from bottom to top and bring out the solution which satisfies passenger but
still follow the rules.
2. Two passengers are arguing over the seats. What would you
do to deal with this issue?
During a flight, a flight attendant is
considered as a hostess. Welcoming, serving passengers as well as maintaining
peaceful atmosphere are some of duties which a flight attendant has to do.
Arguments or conflicts are incidents which shouldn’t happen during a flight. A
flight attendant plays an important role to calm down the strain and performs
helpful actions.
Then, consider the issue carefully and carry out the most appropriate
solution. If the problem is beyond your ability, immediately report the whole
story to a superior in order to have the problem resolved quickly and properly.
3. Passengers behave rudely to your colleague. What would
you do in that situation?
That situation can happen to any flight
attendants and they may face it on every flight. Mostly, passengers who behave
impolitely are not really bad people; they may be bored or want to do something
strange. If that situation happens to you, try to keep calm and act softly and
politely as much as you can. Losing temper or making conflict is not good for
you and your career in this situation. Remember that you are working for one of
service occupations and you are the host on the flight and passengers are your
guests. Let passengers feel satisfied with your reaction.
4. The plane you are working as a flight attendant on has
fewer entertainment equipments as usual. How do you do in that situation?
If this issue is discovered before the takeoff
and the time maintained is enough, you should report to your seniors at once
and add lacked equipments as soon as possible.
In case
the problem is found out after the takeoff, ask for sympathy of passengers and
tell them to share the limited materials with others.
5. What would you do to improve performance as well as
standards in your team?
A perfect leader is the person who knows how
to guide other members to get success and instructs team to manage itself. This
encourages the whole team and improves the standards as well as performance.
Friendliness, open mind and helpfulness will make the team understand and
approve the purposes and direction (and standards). Only carrying out decision
and controlling can’t achieve the best result. Join and advise and guide whole
team how to do to gain achievement. People will obtain their goals when they
are encouraged and guided instead of being controlled and forced. Therefore,
people will be interested in work and it is easy to reach the goals.
6. Describe
an example of a passenger who made an unrealistic request?
In this case, you need to understand what the
request is and how the passenger feels. Agreeing with them in this situation is
not necessary. Distinguish between understanding and agreeing clearly and you
should emphasize what you will do in this situation. Making sympathetic
questions and showing your understanding of the problem will help you much in
finding out good solution and easily reaching agreement suitable for both.
7. A
passenger in the coach cabin says he want to have the newspaper which a
passenger in the first-class has been offered. What would you do in that case?
You should tell that passenger that in fact
the first-class passenger paid for the newspaper in their higher price ticket
and it is one of amenities for first class only. And you can politely tell him
that you would offer him another newspaper, or he can read newspaper from
someone when they finish their reading.
8. What have you done to improve your
knowledge since the last year?
Answer tips
• Try to include improvements that are
relevant to the job. A wide variety of activities can be mentioned as positive
self-improvement. Have some good ones in handy to mention in this circumstance.
• Employers tend to look for goal-oriented
applicants. Show a desire for continuous learning by listing your non-work
related hobbies. Regardless of what hobbies you choose to present, remember
that the goal is to prove self-sufficiency, time management, and motivation.
Answer samples
• Everyone should learn from his mistake. I
always try to consult my mistakes with my friends and relatives, especially
with elder and experienced persons.
9. Tell me about a good recommendation you
have made?
Have a good one ready. Be sure and present
a recommendation that was accepted and considered a success. Any recommendation
that is relevant to the category of the job you are applying for is a real
plus.
This is a behavioral question that explores
your initiative. You need to think about a situation when you came up with an
improvement or change to an existing system or work process.
10. Are you a team player?
Answer tips
The answer is YES. This is an open-ended
question, so you may talk about your teamwork skills.
Teamwork skills include listening,
discussing, questioning, persuading, respecting, helping, sharing,
participating, and the ability to take advantages of all communication
channels. Present a several of examples in 1-2 minutes each.
Answer samples
If you are asked the question whether you
prefer to work independently or in a team, here is the best way to answer it:
• “I have worked both in teams and
independently. Some jobs match and require a teamwork effort while others are
suitable to an individual work. Project is completed in a timely and efficient
manner.
No comments:
Post a Comment