Question

Since 911, heightened airline security has increased frustrations for both airline employees and passengers. Passengers have to abide by the ever more rules that airline employees must enforce. For instance, on a flight from Europe to the United States, a simple passenger request escalated quickly. “John Murphy asked a flight attendant about a sign telling passengers not to venture beyond the curtain separating the economy class from the rest of the plane.”, the New York Times reported. “He wanted to stretch his legs and visit his wife seated on the opposite aisle., using the passageway behind the gallery in the plane’s midsection. But when he questioned a flight attendant, on the policy and began recording their conversation using his cell phone, the situation quickly escalated. The flight attendant grabbed his phone, and nearby federal air marshalls intervened.”

The marshalls held him against the wall with his hands behind his back. Murphy said, “ I wasn’t violent. I didn’t use four-letter words. All I did was ask this guy, about the sign on the curtain and they flipped out.”. Afterwards, Murphy wandered about his rights and the rules., such as being restricted to particular cabins and not just bathrooms, as well as the right to video/audio record flight crew. A spokesperson of the Federal Aviation Administration responded that there is no rule limiting passengers movement on planes, but no person may assault, threaten, intimidate, or interfere with a crew member in the performance of the crew member's duties..”

1. What rules for effective listening and speaking were violated in this situation and by whom?

2. At what point in the Communication Process was there a breakdown?

3. Why do you think the situation escalated?

4. What could the flight attendant have done differently to prevent escalation?

5. What could the passenger have done differently to prevent escalation?

Which of the four key temperaments was most clearly displayed by the passenger? By the flight attendant?

Answer 1

Quest : What rules for effective listening and speaking were violated in this situation and by whom?

Ans : According to the above conversation, the crew member violate the rule of listening and speaking as the tone of the crew was so rude and moreover they didnt understand the concern of passenger and start yelling on him.Here we ca say that despite of strong rules and regulations crew members should listen the concern of passengers and even passengers should also do the same by following the rules and regulations.

Question : At what point in the Communication Process was there a breakdown?

Answer : When the crew attendant started making the video and taking the pictures during that scenario which became a breakdown for whole flight. Its a very first thing which is taught to crew member that they should serve the best o their customers. But here situation can worsen when flight member start making videos of the conversation and it get ruined when they start yelling at them and beat them this is not a good gesture by crew members as they violate the rule.

Question : Why do you think the situation escalated?

Answer : The situation escalated when Murphy wandered about his rights and the rules., such as being restricted to particular cabins and not just bathrooms, as well as the right to video/audio record flight crew. When they started the conversation and asked a flight attendant about a sign telling passengers not to venture beyond the curtain separating the economy class from the rest of the plane.”, the New York Times reported. “He wanted to stretch his legs and visit his wife seated on the opposite aisle., using the passageway behind the gallery in the plane’s midsection.

Question : What could the flight attendant have done differently to prevent escalation?

Answer : When he questioned a flight attendant, on the policy and began recording their conversation using his cell phone, the situation quickly escalated. The flight attendant grabbed his phone, and nearby federal air marshalls intervened. The situation could not have been escalated if she carmly listen the concern of the person and provide appropriate gesture of concern and helped him in this scenario which makes the situation different from what it is.

Question : What could the passenger have done differently to prevent escalation?

Answer : Firstly if any of the passenger can switch his seat with the near seat of his wife which can make him comfortable and it will lead to stay at same place without having moving to other. The situation can be corrected by both hands

Queation : Which of the four key temperaments was most clearly displayed by the passenger? By the flight attendant?

Answer :

Flight Attendant : Arrogant in nature. Crew was not at all supportive and concerned.

Boycott rules and regulation : If passengers are talking to them then there is no nee to make video it can create a different scenario.

Fighting ; No one has right to push or beat any passengers this is against the law and not tolerable to anyone.

Passenger : He is not cleared about the things he want as whne rules are not to move here and there he was still moving.

Passenger was good in nature as he did not yell or abuse any crew member despite of this.