Originally Posted by
vanillabean
The individual in question "was showing erratic behavior and struck two airline employees who were attempting to calm her down." I was thinking that such attempt to diffuse the situation would benefit from having behavioral insight, as simply telling someone to calm down tends to have the opposite effect. Do flight attendants get trained for this?
I've read somewhere that they do. There are so many circumstances that come up in flight such as seat recline issues, lack of headphone use, excessive drinking, etc. that everyone benefits from FA's being able to diffuse these situations reasonably and calmly before emotions and anger come into play.
IIRC, didn't Alaska - and maybe other airlines - have a policy where if a situation began to escalate in a bad way, the offending passenger was given a warning card - much like a yellow card in soccer - detailing the potential ramifications of further negative behavior? It might have been during Covid in response to mask issues