A former Emirates flight attendant reveals a foolproof technique to de-escalate inflight situations involving anxious flyers. The method, known as LEAP (Listen, Empathize, Ask, and Paraphrase), emphasizes active listening, understanding, and clear communication to alleviate passenger distress.
The friendly skies seem unfriendlier every day, forcing flight attendants to be on their guard at all times. Fortunately, one former Emirates flight attendant has divulged a foolproof, four-step method to prevent an inflight freakout — which involves talking to frantic flyers like a “kindergarten teacher.”
“If the passenger is sitting down, it is a good idea to crouch down so that he or she does not feel that we have a psychological advantage by standing and looking down at them as if we were their parent, teacher or any authority figure,” the unruly-passenger whisperer instructed. “So, if you see a kneeling flight attendant in the aisle who isn’t smiling but just listening attentively to the passenger and occasionally nodding, you know what it is all about.
Sometimes just listening without interruptions is enough to nip a volatile situation in the bud, per the ex-stewardess. Generally, by that point, the passenger is “incredibly relieved” and “feels like a winner,” said Mikusova.
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