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What do you do if your internship in the airline industry requires you to handle a crisis situation?

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Embarking on an internship in the airline industry can be a thrilling experience, but it can also present unforeseen challenges, such as being thrust into a crisis situation. Whether it's a weather disruption, technical failure, or a customer service breakdown, handling such events requires poise and a strategic approach. As an intern, you may feel out of your depth, but with the right mindset and actions, you can contribute effectively to the resolution of the crisis and learn valuable skills in the process.

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Syed Daniyal Naeem

Sales Support Officer at Emirates Airlines | Ex Gerry's Dnata Gulf Air | Ex Menzies Aviation RAS Oman Air.
VIKRAM SAHRAWAT

Manager Operation | Leadership, Customer Experience, Regulatory Compliance | I help companies achieve >90% operational…

1 Stay Calm

When facing a crisis during your airline management internship, the first and most critical step is to remain calm. A composed demeanor will not only help you think more clearly but also reassure those around you. Take deep breaths and focus on the facts. It's essential to understand the nature of the crisis and gather as much information as possible. Remember, your response sets the tone for how others might react, so maintaining a level head is paramount.

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Syed Daniyal Naeem

Sales Support Officer at Emirates Airlines | Ex Gerry's Dnata Gulf Air | Ex Menzies Aviation RAS Oman Air.
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I think in any crisis, remaining calm is crucial. It sets the tone for how others around you will respond. Take a deep breath, assess the situation, and focus on the immediate steps needed to address the issue.

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VIKRAM SAHRAWAT

Manager Operation | Leadership, Customer Experience, Regulatory Compliance | I help companies achieve >90% operational efficiencies and Customer Success
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The Cornerstone of Crisis Management The most critical skill in any crisis is composure. Panic is contagious and counterproductive. When chaos reigns, your calm demeanor can be a beacon for others. Deep Breathing: Employ deep breathing exercises to regulate your heart rate and clear your mind. Mental Rehearsal: Visualize potential crisis scenarios and your calm responses. Focus on the Present: Avoid dwelling on past mistakes or worrying about future consequences.

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2 Assess Fast

Once you've managed to keep your cool, it's time to quickly assess the situation. Determine the scope and impact of the crisis on operations and passengers. In airline management, time is of the essence, so you need to identify the key issues promptly. Communicate with your team and superiors effectively to get a comprehensive picture. Your role may be to support rather than lead, but providing accurate information swiftly is crucial.

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VIKRAM SAHRAWAT

Manager Operation | Leadership, Customer Experience, Regulatory Compliance | I help companies achieve >90% operational efficiencies and Customer Success
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Gaining Situational Awareness Rapidly assessing the situation is paramount. Understanding the crisis's nature, scope, and potential impact is crucial for effective response. Prioritize Information: Gather essential details without getting overwhelmed. Identify Key Stakeholders: Determine who is affected and their level of involvement. Evaluate Resources: Assess available personnel, equipment, and systems.

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3 Follow SOPs

Standard Operating Procedures (SOPs) are your best friend in a crisis. These are pre-defined protocols that provide guidance on how to handle various emergency scenarios. Familiarize yourself with these procedures; they will offer a step-by-step approach to manage the situation effectively. As an intern, you might not be expected to know all SOPs by heart, but showing that you can follow them diligently will demonstrate your capability and reliability.

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Syed Daniyal Naeem

Sales Support Officer at Emirates Airlines | Ex Gerry's Dnata Gulf Air | Ex Menzies Aviation RAS Oman Air.
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Most airlines have detailed crisis management plans in place. As an intern, familiarize yourself with these protocols ahead of time. If a crisis occurs, follow the established procedures and guidelines to ensure consistency and compliance with company policies.

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VIKRAM SAHRAWAT

Manager Operation | Leadership, Customer Experience, Regulatory Compliance | I help companies achieve >90% operational efficiencies and Customer Success
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Your Roadmap to Response Standard Operating Procedures (SOPs) are the airline's playbook for crisis management. Adhering to them ensures a coordinated and effective response. Know Your Role: Understand your responsibilities within the crisis management structure. Execute with Precision: Follow SOPs meticulously, avoiding deviations without justification. Communicate Compliance: Inform superiors of SOP adherence for transparency.

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4 Communicate Clearly

In any crisis, communication is key. As an intern, you may be tasked with relaying information between different parties or updating passengers. It's vital to communicate clearly, concisely, and without causing panic. Use plain language and be empathetic—remember that your audience may be stressed or frightened. Misinformation can escalate a crisis, so ensure that you verify facts before sharing them.

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VIKRAM SAHRAWAT

Manager Operation | Leadership, Customer Experience, Regulatory Compliance | I help companies achieve >90% operational efficiencies and Customer Success
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Building Trust and Confidence Effective communication is vital during a crisis. It builds trust, manages expectations, and prevents misinformation. Be Honest and Transparent: Avoid making false promises or withholding information. Use Clear and Concise Language: Avoid jargon and technical terms that might confuse. Maintain Open Channels: Ensure multiple communication platforms are available.

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Syed Daniyal Naeem

Sales Support Officer at Emirates Airlines | Ex Gerry's Dnata Gulf Air | Ex Menzies Aviation RAS Oman Air.
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Always keep open lines of communication with your supervisor and team. If you’re unsure about something, don’t hesitate to ask for guidance. Provide clear, concise updates on the situation, and be sure to relay any instructions you receive accurately.

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5 Offer Support

Supporting your colleagues during a crisis is an integral part of your role as an intern. Whether it's providing logistical help, managing resources, or simply being available for tasks as needed, your willingness to assist can make a significant difference. Offer your help proactively but also be aware of your limits; do not take on tasks that are beyond your skill level without proper guidance.

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6 Learn Continuously

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your internship in the airline industry requires you to handle a crisis situation?

1

2

3

4

5

6

7

1 Stay Calm

2 Assess Fast

3 Follow SOPs

4 Communicate Clearly

5 Offer Support

6 Learn Continuously

7 Here’s what else to consider

Airline Management

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What do you do if your internship in the airline industry requires you to handle a crisis situation?

1

2

3

4

5

6

7

1 Stay Calm

2 Assess Fast

3 Follow SOPs

4 Communicate Clearly

5 Offer Support

6 Learn Continuously

7 Here’s what else to consider

Airline Management

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