Training Program for Flight Attendants

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1.8 Flight Attendant Trainer

The flight attendants must be trained under the guidance of qualified ground trainers and flight trainers according to this program. The department in charge of cabin service training is responsible for keeping and providing the authority with the training record with regard to the trainer’s certification. The trainer in charge of aircraft type training and emergency training must be certified by the authority.

The flight attendant trainer is divided into ground trainers and flight trainers.

 

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1.8.1 Ground trainer

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The ground trainers, who have been trained and qualified according to this program and tested and employed by the human resource department, will be held responsible for training the flight attendants on ground. Such kind of trainers may be either attendants or dedicated ground trainer.

Those, who are qualified as first-aid trainer can serve as trainer for first-aid training.

 

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1.8.2 Flight trainer

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The flight trainers, who have been trained and qualified according to this program, are responsible for flight training, concrete training for novel/new employee, requalification training, aircraft type transfer/difference training, flight training for promoted flight attendants

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1.8.3 Flight attendants trainer’ qualification in aircraft type training

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No qualified flight attendant trainer can teach model-related knowledge unless he/she is trained at least for 5 hours as flight attendant on a flight performed by same series of aircraft type within 6 months before he/she does so. The 5 house of experience should be recorded in his or her “flight training record”. As to training in knowledge relating to the newly introduced model, the flight attendant trainer should become familiar with the relevant teaching data relating to the model compile the training materials and carry on the training as required after being trained by the manufacturers.

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1.9 Flight inspector
1.9.1 Condition and qualification

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They must have valid flight attendant training certificate, flight attendant skill grade certificate and position certificate satisfactorily complete various training, including periodic retraining and passed corresponding inspection and qualification inspection

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They must be qualified as a purser or chief purser aboard a particular plane and meet the latest requirement in respect of experience

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They must take flight inspector training course according to this program and must be qualified by the authority.

 

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They must be retrained as the flight inspectors once every 24 months. 

 

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The flight inspector are employed and managed by the cabin service department of corporation on a collective basis.

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1.9.2 Duty and authority

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1)  Duty

The flight inspector is held responsible for supervising and carrying on examination and qualification inspection of flight attendants on the approved simulation training equipments or the aircraft according to this program and certifying any result of the examination and inspection.

2) Authority

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May carry on any inspection in terms of skill and qualification on the approved simulation training equipments or aircraft at any stage of the approved training program

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May monitor process in which the various kinds of cabin attendants are trained on a flight

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Monitor flight attendants’ theoretic study and business on ground test them in respect thereof and certify the flight attendant’s satisfactory completion thereof on ground training course.

 

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May refuse to carry on or terminate the examination or qualification inspection, which fail to meet the requirements as set forth in this program.

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Report demerits existing with various flight attendant trainings and violation of this program and recommend improvements and measures.

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1.10 flight training

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After being trained in various respects on ground, the trainees must also be trained under the direction of flight trainer aboard flights within specified time and according to flight training plan and acquire the relevant working experience aboard the relevant type of aircraft through the flight training. After the flight training, the flight inspector will personally carry on the flight inspection of trainee at least for 5 hours and certify whether the trainee is competent for the relevant position or not.

The detained training plan must be set for the flight training. The number of hours specified in this program for flight training is counted in terms of number of flight hours. The flight training along each route must be recorded in <Flight Training Record>, which covers training hours, training route, training content, trainer’s appraisal with regard to trainee’s command of situation. No flight inspection can be carried out of the trainee, who is short of flight training record whose record is incomplete whose training hours are insufficient and who fails to complete the relevant training. The department in charge of flight training must make a record of the trainee’s training time and flight number aboard aircrafts of each model and provide them to the flight inspector responsible for flight inspection.

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A new employee, who is acquiring flight experience through flight training or flight attendants, who is requalified, should not serve as any necessary member of a crew. Other kinds of flight attendant may be assigned as the necessary member of the crew.

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A new employee, who is acquiring flight experience through flight training, and a flight attendant, who is requalified, should not be more than two if aboard a wide body aircraft(must be in different cabin) and not more than one if aboard a narrow body aircraft. In addition, a seat must be available for his/her use aboard the aircraft.

 

1.11 Examination, Inspection and Certification

A proper written theoretic examination must be arranged for each course so as to conduct an appraisal of the trained flight attendant’s command of training contents. Any inspection and certification in respect of actual operation must be conducted under the supervision of flight trainer or flight inspector, who will determine whether the trainee is qualified or not. If various trainings fail to meet the standard, the corresponding measures need to be taken.

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All of the flight inspections must be subject to Schedule 1, <Report on Flight Inspection of Cabin Attendant> attached herewith. The Cabin Service management Department, with which the inspectee works, is responsible for keeping the report in the attendant’s business file.

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As to examination, inspection and certification in respect of various training course, an additional examination may be arranged for except for promotional training. The standard adopted in additional examination should not be lower than the standard adopted in normal examination. Before passing the additional examination, the flight attendant will be temporarily disqualified to go on position. If still failing to pass the additional examinations, no more corresponding training and examinations will be arranged for.

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BS5、Flight attendant specific: The basic knowledge about aviation machine matters and the navigation

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Engineering knowledge

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l      the basic components of the airplane

l      cockpit

l      the cabin layout

l      Airplane communication, lighting, the oxygen supply, fire extinguisher systems and so on

l      the influence of passenger seat weight to the balance

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l      abnormality recognition

The navigation knowledge

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l      navigation technical term

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l      three word codes for the city

l      time differences and the time conversion

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  Aviation meteorology

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l geography along routes

 

BS6、flight attendant specific: Civil aviation transportation knowledge

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General requirement for transportation of the domestic passenger and the baggage

General regulation relating to domestic passenger transportation business

The flight ticket definition

Flight ticket price

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l      Ticket purchase

l      Return ticket

l      Boarding the aircraft

l      the regulation relating to the special passenger

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General regulation relating domestic baggage transportation

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l the scope of baggage

l The weight limitation of free-of-charge baggage

l Carry-on luggage

l baggage packing, weight and volume

l diplomatic envelop

l baggage compensation

 

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国内航空运输：cabotage

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l      Carrier

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l      sale agent

l      ground service agent

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l      passenger

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l      Children

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l      reservations

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l      flight

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l      reservation sheet

l      valid identity certificate

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l      check-in formalities

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l      passenger voluntary insurance

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l      safety check

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l      abnormal flight service

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l      common service

 

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BS7、flight attendant specific: Basic requirements over the flight attendant

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 Flight attendant handbook management and control

Flight attendant’s qualification and the training request

Requirement over and instruction to the flight attendant

Rewards and punishment rules

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BS8、flight attendant specific: Flight attendant’s duty

Cabin attendant’s duty

Flight attendant’s responsibility aboard particular aircraft

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Cabin announcer’s duty

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Flight attendant’s duty at each flight stage

 

BS9、Flight attendant specific: First aid

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The influence exerted by aviation environment over human body

Self- health care

Basic first aids principles

Emergency steps

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First aid kit

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Treatment of common disease aboard aircraft

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Treatment of serious disease aboard aircraft

 

 

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Treatment of death during flight

Report on first aid aboard aircraft

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BS10、flight attendant specific: Service criterion and working standard (training time does not be counted in 40 hours as planed)

Service norms

Service procedure

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Service facilities

Service appliance

Special meal

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Serving meal, drink, alcohol

Service skill

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Standard service behavior

Service for special passenger

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Passenger psychology

 

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BS11、flight attendant specific: Etiquette training (training time are not included into 40 hour plan)

 

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Flight attendant’s appearance

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Behavior norm

Etiquette and civility

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Requirements in respect of appearance

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Service language

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Uniform wearing

 

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BS12、flight attendant specific: Langue training (training time are not included into 40 hour plan)

Chinese cabin service language at home and abroad (region)

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       Language in cabin broadcast: usual circumstance, special circumstance, emergent circumstance

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       oral order in emergent circumstance

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Englishservice dialogue at home and abroad (region)

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     Language in cabin broadcast: usual circumstance, special circumstance, emergent circumstance

     oral order in emergent circumstance

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Broadcast skill

BS13、Flight attendant specific: physical training(training time are not included into 40 hour plan)

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l        Figure training

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l        Combination training

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l        Appearance and looks

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l        Water lifesaving training

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l         Common knowledge relating to water lifesaving

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l      self salvage with life vest on

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l      mutual salvage with life vests on

l      Getting on boat/raft in water

Aerobics

l      Aerobics

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l      Accessory aerobic facilities

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BS14、flight attendant specific：International convention

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Tokyo convention

Hague Convention t

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MONTREAL CONVENTION

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BS15、flight attendant specific: Case discussion (training time are not included into 40 hour plan)

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2.2   Emergency survival training course section

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＊ Indicates the particular training requirement

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2.2.1 Training Requirement

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The training is designed to enable flight attendant to know and master the knowledge and skills as set forth below:

1.        layout, category, function, inspection and use of emergency equipment

2.        procedure, judgment, decision-making, implementation procedure and capability of fast reaction in emergency ability in case of emergency

3.        exercising emergency procedure in drill

 

2.2.2 Training Section

EM1、Emergency Equipment: Basic Content

Layout, type, function of emergency equipment abroad a particular type of aircraft

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Inspection before flight

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The way in which the equipment is taken out or fastened

Restrictions on operation and use of equipments

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Report procedure in respect of equipment malfunction and damage

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EM2、Emergency Equipment：For purpose of ditching

Life vest (also including those for use of children, infant and crew member)

Cushion used when floating

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Slide/ life boat/lifesaving facilities aboard ship

Transfer between slide and life boat

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Escape rope

＊escape strap

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＊emergency light

Megaphone

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Flash light

First aid kit

Emergency medical box

Emergency transmitter

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Crash axe

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EM3、Emergency Equipment: For purpose of forced landing

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EM4、emergency equipments: First aid and oxygen equipment

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＊ smoke protection mask

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Oxygen brought by passenger (if applicable)

＊oxygen supply kit in cockpit/cabin

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EM5、emergency equipment: fire fighting

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Fire sorts

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＊extinguisher (of each type)

＊smoke protection mask

Smoke proof spectacle

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＊smoke detector in toilet

Automatic extinguisher in toilet

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Dustbin cover

Crash axe

Asbestos glove

EM6、emergency equipment：Emergency exit

Emergency exit with slide/life boat

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Emergency exit or emergency window on wing

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Exit in tail cone

Emergency exit without slide

EM7、emergency equipment: Others

      Cockpit door

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”flight attendant’s ‘safety demonstration bag’

Cold-resistant clothing in polar region

Package for purpose of disposing of dangerous articles

Aviation ‘biochemical isolation package’

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Lengthened seat belt

Artificial oxygen releasing mask oxygen mask (if applicable)

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EM8、Emergency Measures: Basic principles

Emergency category

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Crew cooperation and communication

Policy and management applicable to the passenger

EM9、Emergency Measures: Cabin decompression

Decompression principle

Slow leakage

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Slow decompression

Rapid decompression

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Reaction at time of oxygen shortage and remain-conscious time

Emergency procedures at time of decompression

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EM10、Emergency Measures: Cabin fire fighting

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Aircraft fire protection requirement

Fire sorts and applicable extinguisher

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Basic fire fighting procedure

Fire within kitchen area

Fire within lavatory

Cabin wainscot caught on fire

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Cloakroom/storage room caught on fire

Crew restroom caught on fire

Electrical equipment and breaker caught on fire

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Fire outside aircraft (on the ground/in the air)

Precaution against and elimination of smoke in aircraft

EM11、emergency measures: Ditching/forced landing

Basic probation

l the principle to be followed in case of emergency

l organization and duty at time of emergent evacuation

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l report procedure

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l emergency communication

l Command succession

l evacuation decision

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Ditching/forced landing with sufficient time to make preparation

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Before impact onto ground/ water

l  Coordination with captain

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l  Coordination with flight attendants

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l  Broadcasting decision of emergency landing to the passenger

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l  Safety check

l  Demonstrating the usage of life vest (ditching)

l  Briefing on location of emergency exits positions and evacuation area

l Posturing against impact

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l select succors

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l prepare articles carried in evacuation

l Safety confirmation for another time

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l Self confirmation , report to the purser

l Report to the captain that “cabin is ready”

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l Issuing an instruction, ‘flight attendants take everyone’s seat’

l Issuing crash-resistant oral order  

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After crash, the aircraft comes to a complete still:

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l        Judgment at time of evacuation

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l        Confirmation of exit condition

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l        Opening emergency exit

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l        Directing the passenger to evacuate

l        Use uninflated slide for purpose of evacuation (if necessary)

l        Inspection of cabin and cockpit

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l&, , , nbs, p       Flight attendants are evacuated from aircraft (carry necessary articles if necessary). In case of ditching, separate life boat from aircraft and cutting off linking rope

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l        Leaving aircraft for safe area to gather

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Ditching/forced landing with no sufficient time to make preparation

l        Rapid judgment

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l        Issuing crash-resistant oral order

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l        Posturing against crash

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Work after evacuation

l        Work after evacuation on ground

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l        Work after evacuation on water

 

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EM12 Emergency Measures: unnecessary evacuation

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Crew coordination

Stop evacuation

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EM 13 Emergencies Measures: Survival Skill

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Basic principles

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Land survival

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Water survival 

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Jungle survival

Survival in polar region and during winter

Desert survival

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Signal and contact

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Identifying direction

 

EM 14: Emergency Measures: Special First Aid Training

First aid principle during flight

First aid measures during flight

Medical emergency endangering life

Injury treatment

Symptom and disease treatment

First aid equipment and articles

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EM15, Emergency Measures: abnormalities involving passenger or crew members

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A Passenger curses any flight attendant

Passenger influenced by alcohol

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Passenger endangering the safety of aircraft or passenger

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Procedure in case of crew incapacitation

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EM 16, Emergency Measures: Air hijacking/bomb threat

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Air hijacking

Bomb threat

Terrorist act

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Threat Assessment

Removal of passengers

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Minimum-risk explosion area

Intentional sabotage and hijacking

Passengers refusing to abide by rules

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Other illegal disruptive behavior

 

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EM 17, Emergency Measures: dealing with dangerous article

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Basic knowledge about dangerous articles

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Restriction

Banned dangerous articles

Distinguishing between usual mark and label

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Application of bag intended to handle dangerous articles

Rules on passenger and crew carrying dangerous articles

Measures when dangerous articles are suspected of damage or leakage

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Procedures of dealing with incidents resulting from dangerous articles

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Checklist against in-flight incidents resulting from dangerous articles (cabin attendants)

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EM18: Emergency measures: turbulence

Communication between cockpit and cabin during turbulence

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Classification of turbulence

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Reaction within cabin during turbulence

Cabin service during turbulence

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Requirements on fastening of safety belt during turbulence

Broadcast during turbulence

 

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EM19, emergency measures: General first aid training

List of first aid materials

Use condition and application scope of first aid materials 

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Basic operation skills

High-air respiration principles

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High air decompression and hypoxia

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Emergency procedure in case of emergency

Sudden public hygiene accident, emergency measures when imposing traffic and hygiene quarantine (emergency report, contamination source, temporary isolation of injured or sick persons, protection of health of persons within cabin, emergent environment disinfection, etc)

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EM 20, Emergency Measures:  discussion of previous aircraft accident/incident

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Analysis of cause and types

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Crew coordination and communication

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Post-Accident/incident administration of survivors

Lesson and experience summary

 

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EM 21, Emergency drill: one-time emergency drill

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Applicable types of training: novel and new employee training

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1.      fire fighting with smoke protection mask being worn

l        wearing smoke protection mask and selecting proper portable extinguisher

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l        extinguishing a ‘real” fire

2.      emergency evacuation drill

l        using evacuation slide to implement emergency evacuation procedure 

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l        methods of special jump onto slide(disabled, old and panicky)

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EM 22, Emergency Drill: additional emergency drill

Applicable types of training: novel and new employee training and retraining every 24 months

Training method: operation or illustration/demonstration

1.      operation of emergency exit

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l        opening every kind of exit in normal and emergent condition

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2.      operation of portable extinguisher

l        operating and releasing every kind of extinguisher

3.      operation of emergency oxygen system

l        operation of portable oxygen including mask and conduit

l        operation of smoke protection mask

l        opening oxygen mask cover and wearing mask by hand

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4.      floating device and inflation

l        taking off seat mat and demonstrating how to use it (if applicable)

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l        taking on and inflating life vest (including instruction for infant, children, elder, disabled, etc )

5.      ditching/forced landing drill

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l        crew coordination

l        briefing passengers

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l        making passengers and cabin ready

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l        throwing off life boat and life raft

l        going onboard life boat and life raft

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l        using life rope

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6.      cabin fire fighting and smoke drill

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7.      cabin decompression drill

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8.      review of previous flight incident and accident

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EM23, emergency drill: additional emergency drill

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Applicable type of training: novel and new employee training and retraining every 24 months

Training method: observation or operation

1.      throwing off and inflating life boat/raft

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l        taking off life boat/life raft

l        throwing off and inflating life boat/raft

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l        throwing off life boat/raft through emergency window

2.      transfer of slide/life boat

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l        disconnecting slide/life boat at unusable door

l        fixing slide/life boat onto usable door and extending them

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3.      extension, inflation and disconnection of slide/life boat

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4.      emergency evacuation slide drill

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2.3 Ground Aircraft Type Training Section

The ground aircraft type training is intended for a particular aircraft type. In novel and new employee training, the first aircraft type training will be conducted according to “new aircraft type” course. After the first aircraft type training, other aircraft type training will be conducted according to “aircraft type transfer course”.

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2.3.1 Training requirements

The flight attendant must be trained as follows:

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1.      becoming familiar with general purpose system, service facilities/equipment and emergency facilities/equipment of particular aircraft type

2.      general operation norms onboard a particular aircraft

3.      Particular aircraft emergency training

Notes:

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Coordination must be achieved between training in general operation norms and onboard a particular aircraft and relevant training courses such as basic education training

Particular aircraft emergency training will not be conducted unless the relevant training is not completed in emergency survival training section.

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l        Pre-flight check (if applicable)

l        Method of opening emergency window

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GD5, normal operation:  crew member’s duty and work procedure \

Communication and coordination between crew members

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Duty and work procedure onboard a particular aircraft

In-flight duty and procedure

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l        Crew member’s general duty

l        Prior to passengers’ embarking

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l        At time of passengers’ embarking

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l        Prior to aircraft movement on ground

l        Reopening port

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l        Aircraft’ coast

l        Pre-take off

l        In-flight

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UG7, foreign language along relevant flight route

English- service scenario conversation (domestic and international)

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Cabin broadcast language (domestic and international)

French/Japanese/Korean/Russian/Netherlandish—service scenario conversation (international specific)

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Cabin broadcast language (international specific)

 

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UG8, National outline

An outline of US

An outline of Netherland

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An outline of France

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An outline of Australia

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An outline of United Arab Emirates

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An outline of Russia

An outline of Egypt

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An outline of relevant countries

 

UG9, service procedures along long distance flight route

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Characteristics of service along long distance flight route

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Service procedure in business class cabin

Service procedure in first class cabin

Service procedure in tourist class cabin

 

UG10 Announcer specific

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Cabin broadcast requirement

Cabin broadcast skills

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Training in Mandarin pronunciation and tone

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Training in English pronunciation and tone

Training pronunciation and tone of languages along flight route

 

UG11, specific cabin: service theory

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Service features

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Interpersonal communication skills

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Flight attendants’ duty

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Service norms

An introduction to appliance

Dining knowledge

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Alcohol knowledge

Tea and coffee knowledge

An introduction to service procedure

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UG12, specific cabin area: service skill

Alcohol service skill

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Service procedure simulation exercise

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1.8乘务教员

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乘务员在按本大纲进行各类训练时，都必须在取得资格的地面教员和空勤教员的指导下完成。乘务培训的管理机构负责保存教员资质认可的训练记录，并向局方提供。担任涉及机型训练和应急处置训练的教员必须获得局方的资格批准。

乘务教员分为培训教员和航线带飞教员。

1.8.1乘务培训教员

乘务培训教员必须依照本大纲完成训练获得资格，并通过人力资源部门考核聘用，具体实施对乘务人员的地面训练工作，此类教员可以是空勤人员，也可以是地面人员。

应急医疗训练应由取得医疗救护培训师资资格的人员担任教员。

 

 

1.8.2乘务航线带飞教员

乘务航线带飞教员必需依照本大纲完成训练获得资格，依照航线带飞训练计划，具体实施对初始/新雇员训练、重新获得资格训练、转机型/差异训练、升级训练人员的航线实习带飞工作。

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1.8.3 乘务教员的机型训练资格

已取得资格的乘务教员如需进行机型知识的授课，则其在授课前6个日历月内，应在同一系列机型的航班上履行乘务岗位职责训练至少5小时，此5小时经历时间必须记录在其本人的《航线带飞训练记录本》上。对于新引进机型的机型知识训练，乘务教员在接受制造厂商的训练后，应熟知该机型的相关教学数据资料，编写训练教材，按要求实施训练。

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1.9 乘务检查员
1.9.1条件和资格

l          持有有效的客舱乘务员训练合格证、民航乘务员职业技能等级证书和岗位资格证书，并满意地完成相应的各种训练，包括定期复训，并通过相应的熟练检查或资格检查；

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l          具备在特定飞机上担任乘务长或主任乘务长资格和新近经历要求；

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l          必须依照本大纲完成乘务检查员训练课程并获得局方的资格批准；

l          每24个日历月完成一次乘务检查员复训； 

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l          乘务检查员由股份公司客舱部统一聘任和管理。

1.9.2职责和权限

1职责

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乘务员按本大纲要求在经批准使用的模拟训练设备或飞机上的考核和资格检查，由乘务检查员监督执行，并对考核和检查结果作出鉴定。

2权限

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可以在经批准的训练大纲课程中的任一阶段，在被批准使用的模拟训练设备或飞机上，进行熟练和资格检查；

可以监视各类别客舱乘务员训练的飞行经历获得的过程；

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对乘务员的地面理论学习及业务进行监督考核，并且作出乘务员是否圆满地完成地面训练课程的鉴定；

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可以拒绝执行或终止不符合本大纲要求的考核和资格检查

 

报告各类别乘务员训练中存在的缺陷和违反本大纲的行为，提出改进的建议和措施。

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1.10航线带飞训练flight route training

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受训人员在圆满完成有关类别训练的地面培训后，还必须安排其在航线带飞教员的指导下，按照航线带飞训练计划，在规定的训练时间和航班上进行航线带飞训练，通过航线带飞训练获得相关机型岗位工作经历；航线带飞训练完成后由乘务检查员亲自对受训人员进行至少5小时的航线检查，并对受训人员是否胜任相应岗位工作作出是否合格的鉴定。

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航线带飞必须制定详细的训练计划，本大纲中要求的航线带飞训练时数按飞行时间计算，每一航线带飞的训练都必须记录在《航线带飞训练记录本》上，记录应包括训练时间、训练航段、训练内容、以及教员对受训人员掌握情况作出的评价等，没有航线带飞训练记录、记录不完整、训练时数不足或未完成相关训练内容的人员不得安排其航线检查。负责实施航线带飞训练的部门应记录受训人员每一机型的训练时间和班次，并向负责执行航线检查的乘务检查员提供。

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正在通过航线带飞训练获得飞行经历的初始新雇员和重新获得资格的乘务员不得担任机组必需成员，其它类别的乘务人员航线带飞训练可安排为机组必需成员。

正在通过航线带飞训练获得飞行经历的初始新雇员和重新获得资格的乘务员，在宽体机上不得超过2名(必须位于不同的舱位)；窄体机上不得超过1名，且机上都必须有供其使用的座位。

1.11考试、检查和资格审定

     每一课程都必须安排适当的书面理论考试，以评价接受训练的乘务人员对训练内容的掌握情况。实际操作检查和资格审定必须在乘务教员或乘务检查员的监督下进行，并由其作出是否合格的鉴定。各类训练不合格必须采取相应的措施。

 

航线检查统一使用本大纲后附表1《客舱乘务员航线检查报告单》(CTS01表)，此报告单由被检查人所在基地乘务业务管理机构负责保存在其乘务员业务档案中。

各种训练课程的考试、检查和资格审定，除升级训练外，通常可根据训练类别要求安排一次补考，补考的考试标准不能低于正常考试的考试标准。在补考合格前，暂停其上岗资格。如补考仍不合格，不再安排其相应的训练和考试。

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1.12训练记录

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南航乘务培训管理机构通过乘务员岗位资格证书、计算机电子表格和乘务员业务档案等形式，记录和保存乘务人员的各类训练情况。记录包括训练的日期、内容、课时、教员、考试成绩和资格评定等信息。所有训练的记录必须准确和完整，以便局方或公司主管部门在监督和检查时，对乘务人员资格的有效性提供文件证明。

乘务员的每一课程训练应由培训教员进行考核，考核成绩应记录在其个人的培训档案中。若某一训练课程的各课程段或训练模块由一位以上的培训教员承担，则由每位培训教员对相关的课程段或训练模块的完成情况进行考核。对于航线带飞实习、保持或获得岗位资格等训练，由该训练实施人员(带飞教员、乘务检查员或被授权检查的其他人员)对完成情况进行考核、检查及鉴定。

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乘务员的训练记录包含以下信息：

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乘务员姓名、性别、出生年月、员工号、所在部门、现行飞行岗位资格。

初始新雇员训练结业日期；起始飞行年月、航线检查结论；许可飞行的飞机型别。

! v+ z, |7 f, Z y: d% j, | 为保持获得某种岗位资格而进行的培训(转机型、重新获得资格、升级、特定)的结业日期及批准。

- F2 |+ i( n# @7 V# C) n) i 保证岗位资格有效而进行的定期复训(包括CCAR-121-R2中要求的每12个日历月一次的应急设备/应急处置训练和每24个日历月一次的应急演练训练)的结业日期、有效期限、批准人

 

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1.13客舱乘务员训练合格证

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初始/新雇员按照本大纲完成要求的课程训练，并经地面理论考试、实际操作考核、航线带飞训练和航线检查合格后，颁发《客舱乘务员训练合格证》。

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《客舱乘务员训练合格证》是乘务员上岗资格证件。凡是公司从事客舱乘务员岗位工作的人员，都必须按本大纲完成相应的训练，并将训练内容和成绩记录在《客舱乘务员训练合格证》上。未获得有效《客舱乘务员训练合格证》的人员，不得作为合格乘务员执行航班飞行任务。"

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《客舱乘务员训练合格证》的颁发、补发、暂停和吊销工作由股份公司客舱部负责。.

2．训练课程段

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2.1基础教育训练课程段

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2.1.1 训练要求

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乘务员必须了解和掌握下列基本知识

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1.        中国和世界民航概况.

2.        中国南方航空公司概况.

3.        CCAR-121-R2的有关条款.

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4.        公司有关政策和程序

5.        《飞行运行手册》（FOM）及《客舱乘务员手册》（FAM）相关部分

6.        航空机务和航行知识

7.        对乘务员的基本要求

8.        客舱乘务员职责 

9.        机组成员岗位职责

10.   机上服务规范和工作标准

11.   其它相关知识

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2.1.2训练模块

BS1、公司特定：公司方针

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世界民航发展动态

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中国民航简史

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中国南方航空公司概述

公司的目标

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公司组织结构及管理体系

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机队的构成

航线结构

BS2、公司特定：运行法律法规

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《中华人民共和国民用航空法》适用部分  

《中华人民共和国治安管理处罚法》适用部分

中国民航CCAR-121-R2有关部分

《飞行运行手册》（FOM）适用部分<, /FONT>

<, DI, V gn="justify" ali, ,>《客舱乘务员手册》（FAM） ; | D4 Q7 R6 X6 z/ A4 ]" g5 O

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BS3、公司特定：运行规则

安全检查单

乘务员安全配置的最低数量和各机型定员

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值勤期和休息期的规定

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乘务人员飞行小时时限

出口可靠性

机上有旅客的飞机地面加油和地面停留

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未经允许的旅客擅自离机

飞机遇劫持时的联络方式

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机长的权限

进入驾驶舱的规定

标准联络信号

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飞行关键阶段

驾驶舱整肃程序

禁烟告示

颠簸告示

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飞行机组人员受伤和失能

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飞机做地面移动时的规定

局方检查人员进入飞机

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对驾驶舱的服务

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宠物和辅助动物运输

手提行李

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储藏区域的使用规则

儿童限制装置和婴儿摇篮

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轮椅旅客和担架旅客

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手杖和拐杖

旅客医用氧气设备

手推车和小桌板

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隔板观察窗

垃圾处理

电子设备

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危险物品

出口座位

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安全简介

系安全带规定

极地航路备降服务处置程序 

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乘务员献血、生理和精神健康

机组人员酒精饮料和精神性药物的使用

机组成员值勤餐食及用餐

机上机组睡眠区和休息区

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飞行机组与客舱乘务组联络协作配合

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打开客舱门和旅客下机

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飞机地面除冰/防冰对乘务员的要求

安全员

BS4、公司特定：旅客管理

可不接受的旅客

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医疗证明

残疾旅客

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要求占用两个位置的旅客

 

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, nbs, p       Flight attendants are evacuated from aircraft (carry necessary articles if necessary). In case of ditching, separate life boat from aircraft and cutting off linking rope ( M7 h" m2 {3 e" f, w1 c5 |$ K. j' T

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l        Leaving aircraft for safe area to gather

 

Ditching/forced landing with no sufficient time to make preparation

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l        Rapid judgment

l        Issuing crash-resistant oral order

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l        Posturing against crash

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Work after evacuation

l        Work after evacuation on ground

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l        Work after evacuation on water

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EM12 Emergency Measures: unnecessary evacuation

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Crew coordination

Stop evacuation

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EM 13 Emergencies Measures: Survival Skill

Basic principles

Land survival

Water survival 

Jungle survival

Survival in polar region and during winter

Desert survival

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Signal and contact

Identifying direction

 

EM 14: Emergency Measures: Special First Aid Training

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First aid principle during flight

First aid measures during flight

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Medical emergency endangering life

Injury treatment

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Symptom and disease treatment

First aid equipment and articles

 

EM15, Emergency Measures: abnormalities involving passenger or crew members

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A Passenger curses any flight attendant

Passenger influenced by alcohol

Passenger endangering the safety of aircraft or passenger

Procedure in case of crew incapacitation

 

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EM 16, Emergency Measures: Air hijacking/bomb threat

Air hijacking

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Bomb threat

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Terrorist act

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Threat Assessment

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Removal of passengers

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Minimum-risk explosion area

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Intentional sabotage and hijacking

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Passengers refusing to abide by rules

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Other illegal disruptive behavior

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EM 17, Emergency Measures: dealing with dangerous article

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Basic knowledge about dangerous articles

Restriction

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Banned dangerous articles

Distinguishing between usual mark and label

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Application of bag intended to handle dangerous articles

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Rules on passenger and crew carrying dangerous articles

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Measures when dangerous articles are suspected of damage or leakage

Procedures of dealing with incidents resulting from dangerous articles

Checklist against in-flight incidents resulting from dangerous articles (cabin attendants)

 

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EM18: Emergency measures: turbulence

Communication between cockpit and cabin during turbulence

Classification of turbulence

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Reaction within cabin during turbulence

Cabin service during turbulence

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Requirements on fastening of safety belt during turbulence

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Broadcast during turbulence

 

EM19, emergency measures: General first aid training

List of first aid materials

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Use condition and application scope of first aid materials 

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Basic operation skills

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High-air respiration principles

High air decompression and hypoxia

Emergency procedure in case of emergency

Sudden public hygiene accident, emergency measures when imposing traffic and hygiene quarantine (emergency report, contamination source, temporary isolation of injured or sick persons, protection of health of persons within cabin, emergent environment disinfection, etc)

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EM 20, Emergency Measures:  discussion of previous aircraft accident/incident

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Analysis of cause and types

Crew coordination and communication

Post-Accident/incident administration of survivors

Lesson and experience summary

 

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EM 21, Emergency drill: one-time emergency drill

Applicable types of training: novel and new employee training

1.      fire fighting with smoke protection mask being worn

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l        wearing smoke protection mask and selecting proper portable extinguisher

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l        extinguishing a ‘real” fire

2.      emergency evacuation drill

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l        using evacuation slide to implement emergency evacuation procedure 

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l        methods of special jump onto slide(disabled, old and panicky)

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EM 22, Emergency Drill: additional emergency drill

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Applicable types of training: novel and new employee training and retraining every 24 months

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Training method: operation or illustration/demonstration

1.      operation of emergency exit

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l        opening every kind of exit in normal and emergent condition

2.      operation of portable extinguisher

l        operating and releasing every kind of extinguisher

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3.      operation of emergency oxygen system

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l        operation of portable oxygen including mask and conduit

l        operation of smoke protection mask

l        opening oxygen mask cover and wearing mask by hand

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4.      floating device and inflation

l        taking off seat mat and demonstrating how to use it (if applicable)

l        taking on and inflating life vest (including instruction for infant, children, elder, disabled, etc )

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5.      ditching/forced landing drill

l        crew coordination

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l        briefing passengers

l        making passengers and cabin ready

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l        throwing off life boat and life raft

l        going onboard life boat and life raft

l        using life rope

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6.      cabin fire fighting and smoke drill

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7.      cabin decompression drill

8.      review of previous flight incident and accident

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EM23, emergency drill: additional emergency drill

Applicable type of training: novel and new employee training and retraining every 24 months

Training method: observation or operation

1.      throwing off and inflating life boat/raft

l        taking off life boat/life raft

l        throwing off and inflating life boat/raft

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l        throwing off life boat/raft through emergency window

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2.      transfer of slide/life boat

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l        disconnecting slide/life boat at unusable door

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l        fixing slide/life boat onto usable door and extending them

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3.      extension, inflation and disconnection of slide/life boat

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4.      emergency evacuation slide drill

 

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2.3 Ground Aircraft Type Training Section

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The ground aircraft type training is intended for a particular aircraft type. In novel and new employee training, the first aircraft type training will be conducted according to “new aircraft type” course. After the first aircraft type training, other aircraft type training will be conducted according to “aircraft type transfer course”.

 

2.3.1 Training requirements

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The flight attendant must be trained as follows:

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1.      becoming familiar with general purpose system, service facilities/equipment and emergency facilities/equipment of particular aircraft type

2.      general operation norms onboard a particular aircraft

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3.      Particular aircraft emergency training

Notes:

Coordination must be achieved between training in general operation norms and onboard a particular aircraft and relevant training courses such as basic education training

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Particular aircraft emergency training will not be conducted unless the relevant training is not completed in emergency survival training section.

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l        Pre-flight check (if applicable)

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l        Method of opening emergency window

 

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GD5, normal operation:  crew member’s duty and work procedure \

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Communication and coordination between crew members

Duty and work procedure onboard a particular aircraft

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In-flight duty and procedure

l        Crew member’s general duty

l        Prior to passengers’ embarking

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l        At time of passengers’ embarking

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l        Prior to aircraft movement on ground

l        Reopening port

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l        Aircraft’ coast

l        Pre-take off

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l        In-flight

l        Pre-landing

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l        Post-landing

l        Transit stop

 

GD6, Normal operation: crew resource management (CRM)

An introduction to CRM

l        Target of studying CRM

l        Resource and resource management

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l        What is CRM

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Various factors affecting behavior

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l        Avoiding and settling confliction

l        Influence exerted by pressure

l        Influence exerted by fatigue and poor sleep

l        Fault and breaching

Communication and cooperation

l        Factors affecting communication

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l        Factors affecting communication between cabin and cockpit

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l        Communication with other persons

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Teamwork

l        Setting up a team

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l        Assigning task

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l        Leader and leadership

l        Team spirit

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GD7, normal operation special passengers and seat arrangement

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Basic duty

Infant, children and unaccompanied minor passenger

Passengers needing special assistance

Passengers needing special attention

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Luggage keeping (including big articles, animal box, passenger wheelchair/crabstick/crutch)

Requirement in respect of passenger seat (including exit seat, seat for special passenger)

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No smoking area and smoking area (if applicable)

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GD8, particular aircraft emergency: emergency equipment (for concrete items, please refer to EM1-EM7)

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Emergency exit (including cockpit)

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Emergency operation of various kinds of exits

Evacuation facilities/equipments for purpose of forced landing/ditching

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First aid device

Portable oxygen bottle

Fire protection equipment

Emergency warning system

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Emergency lighting system

Additional emergency equipment

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GD9 particular aircraft emergency: emergency assignment and procedure (for concrete items, please refer to EM8-EM20)

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Basic principle

Cabin decompression

Cabin fire fighting

Ditching/forced landing

Unnecessary evacuation

Survival skill

Special emergency first aid training

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Involving passengers or crew members’ abnormalities

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Air hijacking/bomb threat

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Dealing with dangerous articles

Turbulence

General first aid training

Procedures in case of other abnormality

Case study

GD 10, particular aircraft emergency: emergency drill(for concrete items, please refer to EM21-EM23)

Emergency exit

Portable extinguisher (with smoke protection mask)

Emergency oxygen system

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Floating equipment

Ditching (if applicable)

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Throwing off and inflating life boat/raft (if applicable)

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Transferring life boat (if applicable)

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Releasing, inflating and disconnecting slide/life boat

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Slide for purpose of Emergency evacuation

 

2.4 Aircraft Type Difference Training Section

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Aircraft type difference training is a component of novel/new employee training, periodic retraining, aircraft type transfer training, and training intended to become requalified and if necessary, can be conducted as a separate training course. The training is conducted in form of self education and review or by means of combining both

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2.4.1 Training requirement

The cabin attendant must be trained in:

1.      familiarity with device, equipment and system aboard aircrafts of same type, but of different size

2.      normal operation norms applicable to aircrafts of same type but of different size

3.      special emergency measures onboard aircrafts of same type, but of different size

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2.4.2 Training Model

DF1, Aircraft type difference (if applicable)

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The aircraft type difference may lie in layout, shape, color, performance, operation of the equipments as well as the way in which they are taken out or fixed, etc and changes therefore caused to crew members’ duties, work division, procedure during normal operation and in case of emergency.

Emergency survival training (required course)

Emergency exit

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Emergency slide/life boat

Emergency oxygen system

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Location of emergency equipment

Duties, work division and procedure in normal operation

Duties, work division and procedure in case of emergency

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2.5 Particular Training Section

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2.5.1 Training requirement

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The trainee will be enabled to study, understand or command relevant knowledge and capability as required in various particular training

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2.5.2 Training model

SP1. Elementary flight attendants English

Basic pronunciation

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Elementary professional flight attendant English

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Cabin broadcast language

 

SP2, Intermediate flight attendant English

Intermediate professional flight attendant English

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Hearing exercise

 

SP3, Advanced flight attendant English

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An outline of English speaking countries

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Advanced professional flight attendant English

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Oral exercise

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SP4, Elementary Japanese

An outline of Japan

Pronunciation

Daily conversation

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Basic Japanese grammar

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Cabin service conversation

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Cabin broadcast language

 

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SP5, Japanese Improvement

Air travel conversation

Daily Japanese conversation

Cabin broadcast language

 

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SP6, Second Foreign Language Improvement

Basic knowledge

Pronunciation

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Onboard service conversation

Cabin broadcast language

 

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2.6 Promotional Training Section

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2.6.1 Training Requirement

The trainee will be enabled to relevant knowledge and capabilities as required in various promotional training

 

2.6.2 Training Model

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UG1. Education relating to foreign affairs

Foreign related etiquette and civility

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Foreign related discipline

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Rules on crew’s entry into or exit from relevant countries (region)

Passport management

 

UG2, Tourism knowledge

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3 big world religions

Religious habits

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An outline of relevant countries

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Geography along flight route

 

UG3, CIQ knowledge and completion of forms

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CIQ rules in China

CIQ in relevant countries (regions)

Completion of CIQ forms in various countries (regions)

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Relevant rules on crew’s entry

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UG4, International Transportation Knowledge

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General condition for international transportation of passengers and baggage 

General rules on international transportation of passengers 

l        flight ticket definition

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l        flight ticket price

l        ticket purchase

l        ticket return

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l        boarding aircraft

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General Rules on International Transportation of baggage 

l        scope of baggage 

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l        The weight limitation of free-of-charge baggage

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l        Carry-on luggage

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l        baggage packing, weight and volume

l        diplomatic envelop

l        baggage compensation

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International civil aviation convention

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UG5, service along relevant flight route 

Work duties and detailed rules along relevant flight route

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Service procedure along relevant flight route

Service skills along relevant flight route

 

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UG6, free-of-duty commodities and services aboard aircraft

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An introduction to free-of-duty commodities

An analysis of passenger’s shopping psychology

How to sell free-of-duty commodities

Use of POS machines

Distinguishing between genuine and false foreign currency

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Foreign currency exchange

 

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UG7, foreign language along relevant flight route

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English- service scenario conversation (domestic and international)

Cabin broadcast language (domestic and international)

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French/Japanese/Korean/Russian/Netherlandish—service scenario conversation (international specific)

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Cabin broadcast language (international specific)

 

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UG8, National outline

An outline of US

An outline of Netherland

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An outline of France

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An outline of Australia

An outline of United Arab Emirates

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An outline of Russia

An outline of Egypt

An outline of relevant countries

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UG9, service procedures along long distance flight route

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Characteristics of service along long distance flight route

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Service procedure in business class cabin

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Service procedure in first class cabin

Service procedure in tourist class cabin

 

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UG10 Announcer specific

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Cabin broadcast requirement

Cabin broadcast skills

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Training in Mandarin pronunciation and tone

Training in English pronunciation and tone

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Training pronunciation and tone of languages along flight route

 

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UG11, specific cabin: service theory

Service features

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Interpersonal communication skills

Flight attendants’ duty

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Service norms

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An introduction to appliance

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Dining knowledge

Alcohol knowledge

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Tea and coffee knowledge

An introduction to service procedure

 

UG12, specific cabin area: service skill

Alcohol service skill

Service procedure simulation exercise

 

1.8乘务教员

乘务员在按本大纲进行各类训练时，都必须在取得资格的地面教员和空勤教员的指导下完成。乘务培训的管理机构负责保存教员资质认可的训练记录，并向局方提供。担任涉及机型训练和应急处置训练的教员必须获得局方的资格批准。

乘务教员分为培训教员和航线带飞教员。

1.8.1乘务培训教员

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乘务培训教员必须依照本大纲完成训练获得资格，并通过人力资源部门考核聘用，具体实施对乘务人员的地面训练工作，此类教员可以是空勤人员，也可以是地面人员。

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应急医疗训练应由取得医疗救护培训师资资格的人员担任教员。

 

 

1.8.2乘务航线带飞教员

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乘务航线带飞教员必需依照本大纲完成训练获得资格，依照航线带飞训练计划，具体实施对初始/新雇员训练、重新获得资格训练、转机型/差异训练、升级训练人员的航线实习带飞工作。

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1.8.3 乘务教员的机型训练资格

已取得资格的乘务教员如需进行机型知识的授课，则其在授课前6个日历月内，应在同一系列机型的航班上履行乘务岗位职责训练至少5小时，此5小时经历时间必须记录在其本人的《航线带飞训练记录本》上。对于新引进机型的机型知识训练，乘务教员在接受制造厂商的训练后，应熟知该机型的相关教学数据资料，编写训练教材，按要求实施训练。

 

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1.9 乘务检查员
1.9.1条件和资格

l          持有有效的客舱乘务员训练合格证、民航乘务员职业技能等级证书和岗位资格证书，并满意地完成相应的各种训练，包括定期复训，并通过相应的熟练检查或资格检查；

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l          具备在特定飞机上担任乘务长或主任乘务长资格和新近经历要求；

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l          必须依照本大纲完成乘务检查员训练课程并获得局方的资格批准；

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l          每24个日历月完成一次乘务检查员复训； 

l          乘务检查员由股份公司客舱部统一聘任和管理。

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1.9.2职责和权限

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1职责

乘务员按本大纲要求在经批准使用的模拟训练设备或飞机上的考核和资格检查，由乘务检查员监督执行，并对考核和检查结果作出鉴定。

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2权限

可以在经批准的训练大纲课程中的任一阶段，在被批准使用的模拟训练设备或飞机上，进行熟练和资格检查；

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可以监视各类别客舱乘务员训练的飞行经历获得的过程；

 

对乘务员的地面理论学习及业务进行监督考核，并且作出乘务员是否圆满地完成地面训练课程的鉴定；

 

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可以拒绝执行或终止不符合本大纲要求的考核和资格检查

 

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报告各类别乘务员训练中存在的缺陷和违反本大纲的行为，提出改进的建议和措施。

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1.10航线带飞训练flight route training

受训人员在圆满完成有关类别训练的地面培训后，还必须安排其在航线带飞教员的指导下，按照航线带飞训练计划，在规定的训练时间和航班上进行航线带飞训练，通过航线带飞训练获得相关机型岗位工作经历；航线带飞训练完成后由乘务检查员亲自对受训人员进行至少5小时的航线检查，并对受训人员是否胜任相应岗位工作作出是否合格的鉴定。

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航线带飞必须制定详细的训练计划，本大纲中要求的航线带飞训练时数按飞行时间计算，每一航线带飞的训练都必须记录在《航线带飞训练记录本》上，记录应包括训练时间、训练航段、训练内容、以及教员对受训人员掌握情况作出的评价等，没有航线带飞训练记录、记录不完整、训练时数不足或未完成相关训练内容的人员不得安排其航线检查。负责实施航线带飞训练的部门应记录受训人员每一机型的训练时间和班次，并向负责执行航线检查的乘务检查员提供。

正在通过航线带飞训练获得飞行经历的初始新雇员和重新获得资格的乘务员不得担任机组必需成员，其它类别的乘务人员航线带飞训练可安排为机组必需成员。

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正在通过航线带飞训练获得飞行经历的初始新雇员和重新获得资格的乘务员，在宽体机上不得超过2名(必须位于不同的舱位)；窄体机上不得超过1名，且机上都必须有供其使用的座位。

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1.11考试、检查和资格审定

     每一课程都必须安排适当的书面理论考试，以评价接受训练的乘务人员对训练内容的掌握情况。实际操作检查和资格审定必须在乘务教员或乘务检查员的监督下进行，并由其作出是否合格的鉴定。各类训练不合格必须采取相应的措施。

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航线检查统一使用本大纲后附表1《客舱乘务员航线检查报告单》(CTS01表)，此报告单由被检查人所在基地乘务业务管理机构负责保存在其乘务员业务档案中。

各种训练课程的考试、检查和资格审定，除升级训练外，通常可根据训练类别要求安排一次补考，补考的考试标准不能低于正常考试的考试标准。在补考合格前，暂停其上岗资格。如补考仍不合格，不再安排其相应的训练和考试。

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1.12训练记录

南航乘务培训管理机构通过乘务员岗位资格证书、计算机电子表格和乘务员业务档案等形式，记录和保存乘务人员的各类训练情况。记录包括训练的日期、内容、课时、教员、考试成绩和资格评定等信息。所有训练的记录必须准确和完整，以便局方或公司主管部门在监督和检查时，对乘务人员资格的有效性提供文件证明。

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乘务员的每一课程训练应由培训教员进行考核，考核成绩应记录在其个人的培训档案中。若某一训练课程的各课程段或训练模块由一位以上的培训教员承担，则由每位培训教员对相关的课程段或训练模块的完成情况进行考核。对于航线带飞实习、保持或获得岗位资格等训练，由该训练实施人员(带飞教员、乘务检查员或被授权检查的其他人员)对完成情况进行考核、检查及鉴定。

乘务员的训练记录包含以下信息：

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乘务员姓名、性别、出生年月、员工号、所在部门、现行飞行岗位资格。

初始新雇员训练结业日期；起始飞行年月、航线检查结论；许可飞行的飞机型别。

4 k+ z+ u. t4 F2 h9 g) w' g5 g 为保持获得某种岗位资格而进行的培训(转机型、重新获得资格、升级、特定)的结业日期及批准。

保证岗位资格有效而进行的定期复训(包括CCAR-121-R2中要求的每12个日历月一次的应急设备/应急处置训练和每24个日历月一次的应急演练训练)的结业日期、有效期限、批准人

 

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1.13客舱乘务员训练合格证

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初始/新雇员按照本大纲完成要求的课程训练，并经地面理论考试、实际操作考核、航线带飞训练和航线检查合格后，颁发《客舱乘务员训练合格证》。

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《客舱乘务员训练合格证》是乘务员上岗资格证件。凡是公司从事客舱乘务员岗位工作的人员，都必须按本大纲完成相应的训练，并将训练内容和成绩记录在《客舱乘务员训练合格证》上。未获得有效《客舱乘务员训练合格证》的人员，不得作为合格乘务员执行航班飞行任务。"

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《客舱乘务员训练合格证》的颁发、补发、暂停和吊销工作由股份公司客舱部负责。.

2．训练课程段

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2.1基础教育训练课程段

2.1.1 训练要求

乘务员必须了解和掌握下列基本知识

1.        中国和世界民航概况.

2.        中国南方航空公司概况.

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3.        CCAR-121-R2的有关条款.

4.        公司有关政策和程序

5.        《飞行运行手册》（FOM）及《客舱乘务员手册》（FAM）相关部分

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6.        航空机务和航行知识

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7.        对乘务员的基本要求

8.        客舱乘务员职责 

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9.        机组成员岗位职责

10.   机上服务规范和工作标准

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11.   其它相关知识

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2.1.2训练模块

BS1、公司特定：公司方针

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世界民航发展动态

中国民航简史

中国南方航空公司概述

公司的目标

公司组织结构及管理体系

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机队的构成

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航线结构

BS2、公司特定：运行法律法规

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《中华人民共和国民用航空法》适用部分  

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《中华人民共和国治安管理处罚法》适用部分

中国民航CCAR-121-R2有关部分

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《飞行运行手册》（FOM）适用部分<, /FONT>

《客舱乘务员手册》（FAM）

BS3、公司特定：运行规则

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安全检查单

乘务员安全配置的最低数量和各机型定员

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值勤期和休息期的规定

乘务人员飞行小时时限

出口可靠性

机上有旅客的飞机地面加油和地面停留

未经允许的旅客擅自离机

飞机遇劫持时的联络方式

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机长的权限

进入驾驶舱的规定

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标准联络信号

飞行关键阶段

驾驶舱整肃程序

禁烟告示

颠簸告示

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飞行机组人员受伤和失能

飞机做地面移动时的规定

局方检查人员进入飞机

对驾驶舱的服务

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宠物和辅助动物运输

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手提行李

储藏区域的使用规则

儿童限制装置和婴儿摇篮

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轮椅旅客和担架旅客

手杖和拐杖

旅客医用氧气设备

手推车和小桌板

隔板观察窗

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垃圾处理

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电子设备

危险物品

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出口座位

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安全简介

系安全带规定

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极地航路备降服务处置程序 

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乘务员献血、生理和精神健康

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机组人员酒精饮料和精神性药物的使用

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机组成员值勤餐食及用餐

机上机组睡眠区和休息区

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飞行机组与客舱乘务组联络协作配合

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打开客舱门和旅客下机

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飞机地面除冰/防冰对乘务员的要求

安全员

BS4、公司特定：旅客管理

可不接受的旅客

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医疗证明

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残疾旅客

要求占用两个位置的旅客

l        Pre-landing

l        Post-landing

l        Transit stop

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GD6, Normal operation: crew resource management (CRM)

An introduction to CRM

l        Target of studying CRM

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l        Resource and resource management

l        What is CRM

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Various factors affecting behavior

l        Avoiding and settling confliction

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l        Influence exerted by pressure

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l        Influence exerted by fatigue and poor sleep

l        Fault and breaching

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Communication and cooperation

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l        Factors affecting communication

l        Factors affecting communication between cabin and cockpit

l        Communication with other persons

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Teamwork

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l        Setting up a team

l        Assigning task

l        Leader and leadership

l        Team spirit

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GD7, normal operation special passengers and seat arrangement

Basic duty

Infant, children and unaccompanied minor passenger

Passengers needing special assistance

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Passengers needing special attention

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Luggage keeping (including big articles, animal box, passenger wheelchair/crabstick/crutch)

Requirement in respect of passenger seat (including exit seat, seat for special passenger)

No smoking area and smoking area (if applicable)

 

GD8, particular aircraft emergency: emergency equipment (for concrete items, please refer to EM1-EM7)

Emergency exit (including cockpit)

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Emergency operation of various kinds of exits

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Evacuation facilities/equipments for purpose of forced landing/ditching

First aid device

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Portable oxygen bottle

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Fire protection equipment

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Emergency warning system

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Emergency lighting system

Additional emergency equipment

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GD9 particular aircraft emergency: emergency assignment and procedure (for concrete items, please refer to EM8-EM20)

Basic principle

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Cabin decompression

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Cabin fire fighting

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Ditching/forced landing

Unnecessary evacuation

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Survival skill

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Special emergency first aid training

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Involving passengers or crew members’ abnormalities

Air hijacking/bomb threat

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Dealing with dangerous articles

Turbulence

General first aid training

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Procedures in case of other abnormality

Case study

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GD 10, particular aircraft emergency: emergency drill(for concrete items, please refer to EM21-EM23)

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Emergency exit

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Portable extinguisher (with smoke protection mask)

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Emergency oxygen system

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Floating equipment

Ditching (if applicable)

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Throwing off and inflating life boat/raft (if applicable)

Transferring life boat (if applicable)

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Releasing, inflating and disconnecting slide/life boat

Slide for purpose of Emergency evacuation

 

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2.4 Aircraft Type Difference Training Section

Aircraft type difference training is a component of novel/new employee training, periodic retraining, aircraft type transfer training, and training intended to become requalified and if necessary, can be conducted as a separate training course. The training is conducted in form of self education and review or by means of combining both

 

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2.4.1 Training requirement

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The cabin attendant must be trained in:

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1.      familiarity with device, equipment and system aboard aircrafts of same type, but of different size

2.      normal operation norms applicable to aircrafts of same type but of different size

3.      special emergency measures onboard aircrafts of same type, but of different size

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2.4.2 Training Model

DF1, Aircraft type difference (if applicable)

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The aircraft type difference may lie in layout, shape, color, performance, operation of the equipments as well as the way in which they are taken out or fixed, etc and changes therefore caused to crew members’ duties, work division, procedure during normal operation and in case of emergency.

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Emergency survival training (required course)

Emergency exit

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Emergency slide/life boat

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Emergency oxygen system

Location of emergency equipment

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Duties, work division and procedure in normal operation

Duties, work division and procedure in case of emergency

 

2.5 Particular Training Section

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2.5.1 Training requirement

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The trainee will be enabled to study, understand or command relevant knowledge and capability as required in various particular training

 

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2.5.2 Training model

SP1. Elementary flight attendants English

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Basic pronunciation

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Elementary professional flight attendant English

Cabin broadcast language

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SP2, Intermediate flight attendant English

Intermediate professional flight attendant English

Hearing exercise

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SP3, Advanced flight attendant English

An outline of English speaking countries

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Advanced professional flight attendant English

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Oral exercise

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SP4, Elementary Japanese

An outline of Japan

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Pronunciation

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Daily conversation

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Basic Japanese grammar

Cabin service conversation

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Cabin broadcast language

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SP5, Japanese Improvement

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Air travel conversation

Daily Japanese conversation

Cabin broadcast language

 

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SP6, Second Foreign Language Improvement

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Basic knowledge

Pronunciation

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Onboard service conversation

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Cabin broadcast language

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2.6 Promotional Training Section

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2.6.1 Training Requirement

The trainee will be enabled to relevant knowledge and capabilities as required in various promotional training

 

2.6.2 Training Model

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UG1. Education relating to foreign affairs

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Foreign related etiquette and civility

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Foreign related discipline

Rules on crew’s entry into or exit from relevant countries (region)

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Passport management

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UG2, Tourism knowledge

3 big world religions

Religious habits

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An outline of relevant countries

Geography along flight route

 

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UG3, CIQ knowledge and completion of forms

CIQ rules in China

CIQ in relevant countries (regions)

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Completion of CIQ forms in various countries (regions)

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Relevant rules on crew’s entry

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UG4, International Transportation Knowledge

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General condition for international transportation of passengers and baggage 

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General rules on international transportation of passengers 

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l        flight ticket definition

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l        flight ticket price

l        ticket purchase

l        ticket return

l        boarding aircraft

General Rules on International Transportation of baggage 

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l        scope of baggage 

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l        The weight limitation of free-of-charge baggage

l        Carry-on luggage

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l        baggage packing, weight and volume

l        diplomatic envelop

l        baggage compensation

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International civil aviation convention

 

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UG5, service along relevant flight route 

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Work duties and detailed rules along relevant flight route

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Service procedure along relevant flight route

Service skills along relevant flight route

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UG6, free-of-duty commodities and services aboard aircraft

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An introduction to free-of-duty commodities

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An analysis of passenger’s shopping psychology

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How to sell free-of-duty commodities

Use of POS machines

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Distinguishing between genuine and false foreign currency

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Foreign currency exchange

1.12 Training Record

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The department in charge of cabin service training must keep the record of various flight attendants training information in form of flight attendant position certificate, spreadsheet and flight attendants’ file. The record covers information such as training time, content, hours, trainer, examination result, qualification, etc. all of the training record must be accurate and complete so as to produce valid certificate attesting to the flight attendants’ qualification when the authority or any department in charge thereof within the company are carrying on the supervision and inspection.

The trainer must be responsible for the examination of flight attendant in respect of each training course. The examination result must be recorded in flight attendant individual training file. More than one trainer is required to undertake certain training section or training module. Each trainer should examine the completion of relevant training section or training module. The training performer (flight trainer, flight inspector or other person authorized to conduct inspection) will be held responsible for carrying on the examination, inspection or certification as to the probationary flight, training intended to maintain or acquire the position and so on.

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Te flight attendant’s training record covers the following information:

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& F4 m% B5 n$ ] _) Z9 h) k; d Attendant’s name, sex, birthday, staff number, department, current post qualification

' z; L: Z2 }. e& ?' z, |: _4 m* r4 b The date, on which new employee training course comes to an end, Initial flying date, route inspection report the type of aircraft permitted to fly.

Date, on which the training (aircraft type transfer, requalification, promotion or particular) intended to maintain or acquire the position is completed and the approval thereof

Date, on which the periodic retraining (including emergency equipment/emergency operation training to be carried out once every 12 months and emergency drill to be carried out once every 24 months as required in CCAR-121-2) intended to maintain the position, is completed, valid period and approver thereof.

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1.13 Flight attendant Training Certificate

Novel/new employee will be granted <Flight attendant Training Certificate> after being trained in the course as required herein, and qualified in the theoretic examination on ground, actual operation examination, flight training and flight inspection.

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<Flight attendant Training Certificate> is the certificate, whereby an attendant goes on position. Any person, who works on the position as cabin attendant, must be trained as required herein and must get the training content and result recorded on <Flight attendant Training Certificate>. Any person, who fails to obtain valid a Flight attendant Training Certificate, should not perform flight task as a qualified flight attendant.

 

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The cabin service department of the corporation is responsible for issuing, reissuing, suspending and revoking <Flight attendant Training Certificate>.

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2. Training Section

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2.1 Training Section in respect of Basic Education

2.1.1 Training Requirement

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An attendant must get an understanding or take command of following basic knowledge:

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1)     An overview of Chinese and international civil aviation

2)     An overview of China Southern Airlines

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3)     Relevant clauses as contained in CCAR-121-R2

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4)     Corporation’s relevant policies and procedures

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5)     Relevant part of “Flight Manual” and “Flight attendant Manual”

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6)     Knowledge with regard to aviation engineering and navigation

7)     Basic requirements for attendants

8)     Cabin attendants’ duty

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9)     Crew member’s position duties

10)  Service norms and working standard aboard an aircraft

11) Other relevant knowledge

 

2.1.2 Training Module

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BS1, Company’s Particulars: Company’s Policy

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The development of international civil aviation

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A brief history of Chinese civil aviation

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An introduction to China Southern Airlines

The company’s target

The company’s organizational structure and management system

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Fleet composition

Route structure

 

BS2, Company’s particulars: governing laws and regulations

Applicable parts of <RC Civil Aviation Law>

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Applicable parts of <RC Security Administration & Punishment Law>

Relevant parts of CAAC CCAR -121-R2

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Applicable parts of <Flight Manual>

<Flight attendant Manual>

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BS3, company’s particulars: Operation Rules

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Security inspection List

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Minimum number of flight attendant’s safety facilities and fixed number of crew members for each aircraft type

Rules on working days and holidays

Time limit on flight attendant’s flight

Exit reliability

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Refueling and stay on ground with passengers aboard the aircraft

Passenger’s disembarking without permission

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Contact method when an aircraft is hijacked

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The captain’s authority

Rules on entry into cockpit

Standard contact signals

Critical flight stage

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Cockpit procedures

No smoking sign

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Turbulence sign

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Crew member being injured and disabled

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Rules on aircraft’s movement on ground

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The entry of authority inspector into aircraft

Service for cockpit

Transportation of pet and accessory animals

Hand-luggage

Rules applicable to storage area

Children-restricting device and baby’s cradle

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Wheelchaired passenger and stretchered passenger

Crabstick and crutch

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Medical oxygen device for passenger’s use

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Handcart and tray table

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Clapboard viewing window

Garbage disposal

Electronic device

Dangerous article

Seat near exit

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Safety outline

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Rules on seat belt

Procedures applicable when landing in polar region  

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Flight attendant’s donation of blood, physical and mental health

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Crew members’ use of alcohol and mental medicine

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Crew member’s meal on duty and dining

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Area for crew member’s sleep and rest aboard a aircraft

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Cooperation between pilot team and attendant team

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Open the cabin door and passengers disembark

Requirements over flight attendants in respect of plane ground de-icing and anti-icing

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Safety guard

 

BS4 company’s particulars: passengers’ management

Passenger unacceptable

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Medical certificate

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Disabled passenger

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Passenger requesting to occupy two seats

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Luggage scheduled to take seat in cabin

Infant aged between 14 days and 2 years

Infant aged between 2 and 4 years

Unaccompanied little passenger

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Carriage of criminal suspect and repatriate

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Transit without visa

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Passenger needing special help

Rules which passengers need to observe

Principles to deal with illegal interference

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Treatment of passengers under influence of alcohol, drugs and narcotic

Angry passenger

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Stowaway

Charging passengers to get off aircraft

Damage or dirty clothes

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Rules on alcohol

Passengers requiring entry into cockpit

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Flight waits

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Special meal

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Medicine required to refrigerated

Request to change seat

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First class/business class visitor

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Use of lavatory in first class/business class cabin

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Use of company’s radio

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Handcuff

Safeguard for important conference delegate flying aboard a flight

Deportee

Escorting estranged minors back to their home

Armed serviceman aboard a military charter flight

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Transportation of security guard

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Transportation of lunatics

Frequent passenger plan

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