COMMUNICATING WITH ANTAGONISTIC PASSENGERS:


The widely published images of a passenger bound and gagged with duct tape on board an Icelandair flight en route from Reykjavik to New York this January once again highlights the challenges posed to aircrew by unruly passengers. Whilst communication is not guaranteed to be effective in negating the need to restrain an aggressive individual, and may well not have been an option on the Icelandair flight in question, verbal and postural techniques can enhance the chances of bringing a potentially explosive situation to a safe conclusion. Simon Wells explains the skills needed to communicate with antagonistic passengers, to diffuse potential problems and gain compliance.


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February 2013 Aviationsecurityinternational


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