The Complete Flight Attendant Interview Workbook 1

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The Complete Flight

Flight Attendant
Interview Work Book
Designed By Industry Insiders For Flight Attendants
Flight Attendant Interview Work Book

Fully Interactive
Suitable for all airlines
Unlimited email support from our professional consultant.
www.flightdeckconsulting.com
THE COMPLETE
COMPLETE FLIGHT ATTENDANT
ATTENDANT
INTERVIEW WORK BOOK
CONTENTS
1. INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
2. AIRLINE OPEN DAYS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
3. MEET AND GREET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
FIRST IMPRESSIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
WHAT TO WEAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
MORNING BRIEFING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
4. GROUP EXERCISES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
INTRODUCTIONS TO THE GROUP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
FURTHER GROUP EXERCISES; . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
SOLVING PROBLEMS AS A GROUP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
INDIVIDUAL EXERCISES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
5. MATHE
THEMATI
MATIC
CS, GEOGR
EOGRAP
APHY
HY AND
AND PERSON
SONALIT
ALITY
Y TESTS
ESTS . . . . . . . . . . . . . . . . . 14
MATHEMATICS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
GEOGRAPHY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
14
PERSONALITY TESTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
6. PANEL
NEL INT
INTERVI
ERVIE
EW - HOW TO ANSWE
NSWER
R THE
THE QUE
QUESTIO
STION
NS . . . . . . . . . . . . . . . . . 16
THE FORMAT OF A TYPICAL PANEL INTERVIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
QUESTION 1. “Tell us about yourself” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
QUESTION 2. “What
“What do you have to offer our company?”. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
QUESTION 3. “Why
“Why do you want to work for our airline?” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
OTHER POWERFUL QUESTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
NEGATIVE
NEGATIVE STYLE QUESTIONS
QUESTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
WEAKNESSES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
TRICKY QUESTIONS
QUESTION S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
OVERCOMING NEGATIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
BEHAVIOURAL QUESTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
SCENARIO BASED
BASED QUESTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
7. FINAL BRIEFING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
8. OVERALL BEHAVIOUR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
9. HOW TO ANSWER THE QUESTIONS FROM THE
ONLINE PROGRAM / VIRTUAL INTERVIEWS . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
10. HELP DESK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
FLIGHTDECK CONSULTING - THE COMPLETE FLIGHT ATTENDANT INTERVIEW WORK BOOK - © Copyright Filightdeck Consulting 2011 1
THE COMPLETE
COMPLETE FLIGHT ATTENDANT
ATTENDANT
INTERVIEW WORK BOOK
CONTENTS
1. INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
2. AIRLINE OPEN DAYS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
3. MEET AND GREET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
FIRST IMPRESSIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
WHAT TO WEAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
MORNING BRIEFING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
4. GROUP EXERCISES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
INTRODUCTIONS TO THE GROUP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
FURTHER GROUP EXERCISES; . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
SOLVING PROBLEMS AS A GROUP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
INDIVIDUAL EXERCISES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
5. MATHE
THEMATI
MATIC
CS, GEOGR
EOGRAP
APHY
HY AND
AND PERSON
SONALIT
ALITY
Y TESTS
ESTS . . . . . . . . . . . . . . . . . 14
MATHEMATICS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
GEOGRAPHY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
14
PERSONALITY TESTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
6. PANEL
NEL INT
INTERVI
ERVIE
EW - HOW TO ANSWE
NSWER
R THE
THE QUE
QUESTIO
STION
NS . . . . . . . . . . . . . . . . . 16
THE FORMAT OF A TYPICAL PANEL INTERVIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
QUESTION 1. “Tell us about yourself” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
QUESTION 2. “What
“What do you have to offer our company?”. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
QUESTION 3. “Why
“Why do you want to work for our airline?” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
OTHER POWERFUL QUESTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
NEGATIVE
NEGATIVE STYLE QUESTIONS
QUESTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
WEAKNESSES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
TRICKY QUESTIONS
QUESTION S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
OVERCOMING NEGATIVES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
BEHAVIOURAL QUESTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
SCENARIO BASED
BASED QUESTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
7. FINAL BRIEFING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
8. OVERALL BEHAVIOUR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
9. HOW TO ANSWER THE QUESTIONS FROM THE
ONLINE PROGRAM / VIRTUAL INTERVIEWS . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
10. HELP DESK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
1. INTRODUCTION
Flight Attendant interviews have evolved dramatically over the last decade. It is now one of the most
competitive job markets worldwide and the process can be quite daunting for the unprepared.
Self-Introduction, Group Exercises, Personality testing and Panel Interviews are all part of the process
these days.
days.
The modern Flight Attendant

Attendant Panel interview
interview is now centered
centered This work booklet
booklet will give you guidance
guidance and examples
examples on
around the behavioral based concept developed by human how to approach and prepare for your interview.
resource teams around the world and can seemingly have
very little to do with the position being sought. Behavioral Whilst not designed to provide you with the answers, they
based interviews work on the premise that how you have must be in your own words, it will help you structure and
conducted yourself in the past is an indication of how you deliver your responses in a clear and concise manner.
will perform in the future. We are here to help, so please do not hesitate to email us
There are three general
general categories of behavioral
behavioral questions:
questions: should you feel you have a question that we have not been
able to answer for you.
1. Example Based Questions

Best of luck!
2. Negative or Difficult Questions
The Team
Team at Flightdeck Consulting
3. Open Ended Questions
email: info@flightdeckconsulting.com
2. AIRLINE OPEN DAYS
The content and structure of the day’s events will vary
depending on each individual airline. We will cover all
possibilities in order to prepare you for the day.
■ Meet and Greet
■ Checking your CV and your application form
■ Group Exercises
■ Individual Exercises
■ Mathematics, Geography and/or Personality Test
■ Group Briefing
■ One on One interview
■ Reference Check, Medical and Security Check
Notes
3. MEET AND GREET
FIRST IMPRESSIONS
From the moment you walk into the building your interview has begun. Everybody from the doorman to the receptionist is
watching you and they will all form an opinion, so the old saying about first impressions applies from the moment you walk in
the door until you’re safely out of the building.
Within seconds of meeting someone a first impression is made and that impression is virtually irreversible. That vital first
few minutes of meeting the interviewers, your greeting, handshake, smile and body language will determine how your
interviewers will perceive you and the tone for the day will be set. If their opinion of you is positive then throughout the day
they will be looking at your actions and answers to confirm their decision, and vise versa if it is negative.
Much of what is required to make a good impression is common sense. But with a little extra thought and preparation,
you can hone your intuitive style and make that first impression not just good but great. Just remember you want to be the
standout candidate, but for the right reasons!
WHAT TO WEAR
Women’s Interview Attire Men’s Interview Attire
■ Solid color, conservative suit, skirt or pant ■ Solid color, conservative suit
■ Coordinated blouse ■ White long sleeve shirt
■ Moderate shoes ■ Conservative tie
■ Limited jewelry ■ Dark socks, professional shoes
■ Neat, professional hairstyle, long hair must be tied back ■ Very limited jewelry
■ Tan or light hosiery ■ Neat, professional hairstyle
■ Sparse make-up & perfume ■ Go easy on the aftershave
■ Manicured nails, soft colour if any ■ Neatly trimmed nails
■ Portfolio or briefcase with pen ■ Portfolio or briefcase with pen
MORNING BRIEFING
Tips: At the beginning of the day and as a group you will all be
introduced to your facilitators. They will present a briefing
that will cover the process of the day, information about the
company and the position of Flight Attendant.
■ Dress similar to a flight attendant Some airlines such as Singapore, Easyjet and Emirates take
■ Dress should be neat, tidy and appropriate. There is no this opportunity to ask the candidates several questions
such thing as over dressing in a job interview, however it about the company and the position. They expect your
is best to be conservative participation. If you know the answers by all means put your
hand up, it is a good idea to get involved and answer one
■ Make up should be conservative. or two questions. Remember it is best to let others have the
■ No make up for males opportunity to answer questions too even if you know all of
the answers.
■ Nail Polish should be soft colour, clear or French Style
■ A confident handshake, but not too firm, making eye
contact with your opposite
■ Have a pleasant and warm smile
■ Make positive small talk, this will help to settle your
nerves
■ Be courteous and attentive
■ Have a positive, confident outlook on the day
■ You have worked hard for this day, don’t blow it by
making a joke that’s taken the wrong way. I have seen
so many jokes back fire on the candidate, it’s not
professional and has no place in today’s professional job
interview
CHECKING CV AND
APPLICATION FORM
At the completion of the introduction and prior to the group
exercises you may be asked to present your paperwork to
the facilitators. The facilitator may take this opportunity to
ask you informal questions about your CV or how your day
has been so far. They may also question why you wish to
join their company as a Flight Attendant, so be prepared!
You MUST know the information you have included in your
CV and be able to expand on areas of employment.
You must complete and have all the relevant documentation
with you. It must be neatly presented and make sure you
have a pen handy for last minute forms.
If you can’t complete the application form correctly or if you
don’t have all the required documentation, then don’t expect
to proceed beyond this point of the interview process.
Remember to be upbeat and positive, think of the whole
process as a fun day out.
Notes
4. GROUP EXERCISES
You will then be separated into groups of 8-10 people. All
groups are assigned the same exercises.
The whole idea of group exercises is to see how you interact
with others. It is not about the end result of the exercise.
There are no winners when it comes to group exercises.
Remember the facilitators will be watching you work
within the group throughout the exercises, monitoring your
behaviour. “Hi my name is Lisa, I am 24 years old,
You need to show your confidence, your ability to interact
I currently live at home and work as a
with different nationalities, people from different backgrounds sales assistance for a travel agent. I enjoy
and people of all ages. You must be understanding, polite catching up with my friends, watching
with the ability to show empathy.
movies, skiing and travel. I have always
wanted to be a Flight Attendant member
as I have always loved to travel and I would
really enjoy the lifestyle.”
Tips:
The above example is simply too bland and very standard,
you could be describing anyone in the room. This type
of introduction will not distinguish you from the other
■ Pay attention, follow directions and get involved candidates, giving the facilitators nothing for them to
■ DO build on ideas from someone else remember you by. You simply won’t stand out.
■ DO include others in the conversation, be collaborative Be a little bit more creative.
■ DO make your points and if criticized, be able to move on
while diplomatically explaining your points. Opinions are
valid without emotion
■ DON’T be overbearing
■ DON’T interrupt someone when they are expressing their
ideas
■ DON’T automatically reject someone else’s idea “Hi, My name is Lisa, I am 24 years old and
■ DON’T sit idlely. This is a group exercise, get involved currently employed within the travel industry.
■ DO help the group reach a conclusion within the time
I work for a travel agency where I coordinate
allocated and advise travel plans for new client’s, this
can range from a group business trip for a
local company to the trip of a lifetime around
INTRODUCTIONS TO Europe for a family. One of my favourite
THE GROUP parts of the position is when families return
to share their travel photos and stories with
The first group exercise may seem quite straight forward. me. I love to travel, seeing new cultures
You may be asked to introduce yourself to both the group and trying new food, especially going skiing
and facilitators. Be prepared to answer a short question as overseas with my friends. Our last trip was
well, such as why do you want t o work as a flight attendant.
to Japan, where I was fortunate enough to
Having to stand up and introduce yourself can be a
nerve wracking experience for anyone. Having a plan and see and experience the Japanese food and
rehearsing what you intend to say will not only put your mind culture. I would love to be part of your team
at ease but will give you with t he best chance to succeed. where I could blend my customer service
Your one minute chat about yourself must be unique and
catch their attention, passion is the key and you will have to skills and love for adventure with your
do some work on this. company culture”
Let’s have a look at two examples:
The next exercise may ask you to introduce yourself to the
person next to you and find out some information about
them in return.
PRESENTATION TO
■ Who they are, what they do and an interesting fact about
that person.
GROUP
Another exercise you can be asked to do is to talk about a
OR topic, normally trying to sell something as interesting, the
latest craze or even a destination, standing up again and
■ What is their most embarrassing moment? presenting it to the group.
OR Normally you will be required to stand up and talk on this
■ What would they do with $1 million? topic for about 1-3 minutes and you only have about 1-3
minutes to prepare.
You will then be asked to stand up and talk about that
person for 1 minute. Here are several examples:
Another exercise you may be asked to do is stand up and 1. Given a photo of a place and asked to sell it as the “new”
present to the group one of the following: destination to the group.
■ Your favourite movie actor and why? 2. Given lego and asked to build something, or a toy and
then asked to sell it to the group as the new toy on the
■ The three most influential people in the world and why? market for sale.
■ Three politicians you would like to rule the world and 3. Given a boring object (pen, paper clip or even clipboard)
why? and asked to sell it to the group as the latest craze for
■ If you were invisible for a day what would you do and kids.
why? 4. Given an actual new product for in-flight and asked to talk
■ Who do you admire most and why? about the positives (pros) of the product or the negatives
(cons) of the new product. This could range from an in-
flight bar/ massage service / to in-flight entertainment etc.
Follow a few simple rules and this can be quite easy and fun.
Tips: Firstly you will feel time pressured, so get to work in your
head quickly.
Use your imagination, it’s all about having fun, nothing you
When it comes to answering these type of questions, keep say will be incorrect, it is all about HOW you say it and HOW
in mind there is no right or wrong answer to who you chose you present it. Don’t be shy!
or what you decide to do. The key is WHY! As long as you
can explain “why” with good understanding and reasoning Split the presentation into 3 sections:
then you have answered the question correctly. Think of the ■ Introduction: Name of product, what it does and the
truth and what you believe in, then try to articulate this. market it is aimed at
For example, if your mother is the person you admire most, ■ Middle: Features or interesting facts
then explain why. “My Mother is the person I admire most.
She always has a smile on her face and sees the positives in ■ Summary: Re-cap the main features, then the cost,
everything, She has kept our family firmly together through where you can get the product and a quick sales pitch
all of the tough times, financial and personally. She is that is almost silly!!
someone I can always turn to and rely on. I am very proud
and lucky to have her as my mother, I admire her for her
character and strength.”
Notice how I answered the question by starting with the
actual question. This gives you time to lead into your answer
and helps to keep you on track. I also ended with the
question, it helped me to wrap it up.
Further information on how to answer these type of
questions can be found within the chapter “Tricky
Questions”.
For Example: Summary:
Given a photo of a beautiful sandy beach, blue seas and
palm trees and told to sell the destination.
Introduction:
“If you are looking for your little piece of

paradise where you can unwind in the
company of breeding turtles whilst sipping
on a cold glass of something special, then
“Good morning everyone my name is Lisa this is the place for you and your loved
and I am here to tell you about our new ones. If you act fast we have a special
exciting destination “Frangipani Island”. offer for the first 250 customers, with every
This beautiful island speaks for itself! It holiday deal we will throw in an all inclusive
is the holiday destination that will make and exclusive access to the new and
you feel like you are on a deserted island amazing day spa, let yourself be pampered.
in the middle of nowhere, but the unique Frangipani Island, the place where you
attraction is that it has all the modern can enjoy your own little secluded piece
amenities. AND it is located just 3 hours of paradise in the company of those who
from (your local main city) Sydney. It is on know the art of service.”
the same time zone and now sports an
upgraded international airport to speed you Now you may be wondering what on earth does all this
through the immigration process”. have to do with the interview process to become a Flight
Attendant? It’s simple. Remember the facilitators are looking
for a certain type of person and personality. You need to
show them you have the following qualities.
Middle:
1. That you can follow directions, speak up and ask
Now it is time to talk about the place in detail, 3 points, such questions if you didn’t understand the first time.
as activities, who goes there primarily (honeymooners or
families) accommodation details and anything the destination 2. That you show you have initiative and are willing to give
offers that is unique, i.e. the best “turtle watching in the anything a go.
world”.
3. That you have confidence and can believe in yourself and
Then finish with your summary re-capping the main points. your own abilities.
4. That you can enjoy the company of others and work well
in a team and have fun and laugh at yourself!
FURTHER GROUP EXERCISES;
As a group you may be tasked with the following and then asked to present it to the other groups and facilitators.
For Example:
Create a new airline, name it, destinations, type of market you wish to capture, uniform style and colour, branding of aircraft
etc.
Or/ Launching party for a new destination for your airline; where the party will be held, type of food to serve, time of day, 5
VIP’s to have as guests and theme.
Also you may be asked to either debate a topic or discuss the positives and negatives of a topic.
For Example:
Positives of Dubai as a city to live in against the negatives of Dubai.
Or/Debate the idea of Low cost carriers, good or bad?
You may be asked questions at the end, such as what ideas were yours, or how did you contribute to the outcome etc. So
make sure you contribute and are aware of your input.”
Choices of transport are:
SOLVING PROBLEMS ■ 5 Skidoo’s
AS A GROUP ■ 2 Ice moveable 4WD style vehicles
You will be assigned the same task as other groups and be ■ 1 Large 12 seater people mover with room for all
asked to solve a problem usually within a time constraint. equipment and people
Sometimes you will be given a problem to solve without all With this example there are many things you must consider:
of the information and other times it may require using your ■ Ice is melting, will you be too heavy and crack the ice
own experience and knowledge to complete the task. Be and possibly fall through, therefore weight of equipment?
aware too that if your task is given to you in written format
sometimes you may not be given the same information as ■ Speed of equipment over the ice, are you time limited?
the rest of your team, you will not realise this until the end, ■ What if your transport breaks down, is there back up,
so never assume in group exercises. room on other equipment or did you just take the one?
There is such a wide variety of exercises that you can be ■ Exposure to the elements, are you out on the skidoo or
asked to complete, just REMEMBER that it is ALL about in a car?
your participation and your behaviour throughout the
exercise and NOT about the end result. Group Exercise
You will be observed from a distance by the facilitators. Example 1
They will be observing how you behave within a team
On your way back from a holiday in South America, your
environment.
shuttle flight to the airport is forced to make an emergency
The facilitators are looking for a variety of characteristics. landing in a small clearing in the Brazilian rainforest. You,
These can be summarized below. the pilot, and your fellow passengers have only sustained
minor injuries but the plane has broken into pieces and
■ Team interaction and participation the communication equipment has been destroyed in the
■ Ability to speak up and voice your own opinion in front of impact.
the group Before the plane crashed the pilot had reported a problem
■ Leadership skills without being overbearing with one of the engines, so there is a good chance that the
authorities will start looking for you when you fail to arrive at
■ Ability to follow instructions your destination. However, the forest is very dense and it will
■ Friendliness and respect towards your work colleagues take days to reach the edge of it on foot.
■ Your overall personality You cannot remain where you are as there is a danger that
the aeroplane fuel will catch fire. On searching through the
The facilitators on the day are looking for an overall behavior wreckage and the remains of your suitcases you find the
that will suit their airlines own aircrew profile. Always be following items:
upbeat and positive. Contribute as necessary however
remember to follow your instructions and respect others in ■ A guide to South American plant species
the group. If you do have an idea, or opinion you must be ■ 3 elasticised luggage straps
able to back it up with a reason as to why you believe your
idea or opinion is valid. ■ 6 frozen airline meals
Balance is the key. ■ 4 blankets from the plane
EXAMPLES: ■ A pack of 24 anti-malaria tablets

■ A 3 metre square piece of opaque plastic sheeting
Complete a jigsaw puzzle within a tight time frame, where
other groups may have some of your pieces. Thereby ■ Tourist map of Brazil
looking at group to group interaction. 2 large bottles of factor 12 sunscreen
■
1. Emergency situation problem solving, like being stranded Mobile phone with GPS, fully charged
■
in the south pole, what equipment would you take to walk
to base camp? Choose only 20 items from the 40 items ■ 1 litre bottle of the local alcoholic spirit
listed
■ 3 boxes of chocolate chip cookies
2. Stranded in the desert, what equipment would you like
to have if you could have 10 items. List them in order of ■ 4 current paperback novels
importance ■ First aid box
3. You are in the South Pole, need to move equipment to ■ Compass Flare gun with one flare
base camp, weather is improving, ice is thinning, you have
several loads of equipment and a set number of people ■ A Swiss Army knife
with a choice of transport. Choose only one as your mode ■ A book of matches from the hotel
of transport as a group and reasons why.
You are unable to carry more than 7 items from this list ■ There will be no definite right or wrong answer to this
(items containing more than one object still count as one task: the assessors are interested more in how you work
item).This is an example of one kind of group exercise that as a team and the process through which you come to
you may encounter at an assessment centre: a group consensus. Group members will be scored on
their individual input, rather than the overall result for the
■ You and your group have found yourselves in a perilous group, so someone may still do very well in a team that
situation as described in the above document. There is has failed to reach a conclusion.
a long list of items that you can use to aid your survival,
but you can only take a small number of these items with ■ The exercise will usually last 15 to 20 minutes. At the end
you. of the exercise, a member of t he group will be asked to
write a list of chosen items on a flip chart.
■ Your task is to work out between yourselves which items
you will take, and explain why you have chosen these
items.
■ The assessors will normally watch from the edge of
the room, with each assessor focusing on a specific
candidate. They will play no part in the exercise and you
will normally forget they are there.
Notes
INDIVIDUAL EXERCISES
Some airlines will ask you to stand in front of a panel
interview and role-play a scenario with one of the facilitators.
Tips:
Normally you will be confronted with a dissatisfied customer.
You will feel put on the spot and possibly out of your comfort
zone. Be comforted by the fact that they are simply looking 1. Completely throw yourself into the situation and believe
for your ability to think on your feet, to show initiative, how it is really happening and try not to laugh it off, this is
you can maintain your friendliness and be able to calm a serious, you have an upset customer to deal with.
situation that could otherwise get out of control. 2. It is imperative that you get the customers name and
There is no right or wrong, nor a specific result. Remember introduce yourself, from then on address the customer by
to keep calm and confident and continually come up with their name.
ideas and solutions to help solve the problem with the idea 3. Let the customer have their say, DO NOT CUT them off.
that “the customer is always right” attitude.
4. Show empathy immediately and let them know straight
They will not give you the opportunity to refer to your away that you are there to help them in anyway possible
“manager”, you must be able to deal with the situation within your capacity.
yourself.
5. Remain calm NO MATTER WHAT, speak slowly and in
For some of us who aren’t naturally dramatic this is a very a low voice even if they start to rant and rave, you must
daunting task. Just remember it will only last for a few remain calm.
minutes and to ultimately think of it as a challenging, fun If you have to, get down on their level if they are seated
game to play. You will not be judged by your acting ability. (in-flight) bob down, it is best to not stand over people
Usually you are give a briefing sheet with around 1 minute when they are complaining.
to prepare. It is conducted in the privacy of a separate room 6. Repeat back to the customer what the situation is and
away from the other candidates and should only last around what they are concerned about, using their words. This
5 minutes. Expect to be given a scenario where you are clarifies that you understand the situation from their point
working in customer service and you have a customer who of view. Once this is established you can then move on to
is unhappy about a product or service your company has solving the problem.
provided.
7. If they have only complained and have not asked for
anything, ask them what they would like, how they would
like you to help solve the problem. This way you are
solving the problem the way they want you to and their
idea may be something you hadn’t thought of or even be
a much simpler solution to the one you had in mind.
8. If they don’t know what they want, then give them
options. At least two options, including anything you can
give them for free within your capacity, i.e. samples. Also
do not tell them you will get back to them, they want and
need an answer and solution NOW, not next week when
the boss is back.
9. Don’t give up, keep going and don’t take it personally.
REMEMBER this is not a personal attack on you, this is
about the product or service that the company you work
for has offered, you are just the front person.
10. At the end of it all have a good laugh!!
5. MATHEMATICS, GEOGRAPHY AND
PERSONALITY TESTS
MATHEMATICS PERSONALITY TESTING
Some airlines require you to complete a skills and Personality testing forms part of the Psychometric testing
mathematical test. The mathematics test is basic school and further information can be found in the ONLINE
level mathematics primarily relating to the position of Flight program as a separate tutorial.
Attendant.
Personality testing is not something you can study for, it
An example of this type of question is the purchasing of is usually made up of 200 multi-choice questions to be
onboard products, giving the correct change, in the correct answered within 30 minutes.
currency. Passengers changing their minds, so multiple
addition and subtraction. Example:
Example: Rate from 8 as more likely and 1 as least likely how this
applies to you.
Passenger buys a sandwich for $7.90 and a can
“At a party you are more likely to be the center of
of soft drink $3.50 and gives you $20 what is the
attention and the party entertainment?”
change you will give them?
The passenger now wishes to further order

cookies worth $2.50, what is the change out of
$20 now?
GEOGRAPHY
The geography test relates mainly to the ports that the airline
services.
An example would be:
Where is Osaka, what is its ICAO designator

(RJBB)?
In what International City is Charles De Gaulle

airport located (Paris)?
In what country is Kuala Lumpur located

(Malaysia)?
For these types of questions it is essential to study the
airlines destinations.
ICAO stands for the International Civil Aviation Organisation,
all airports are designated a 4 letter code worldwide.
Information can be obtained through the companies website
as well as through Wikipedia.
Notes

The Complete Flight Attendant Interview Workbook 1

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The Complete Flight

Flight Attendant Interview Work Book

The modern Flight Attendant

1. Example Based Questions

“If you are looking for your little piece of

AS A GROUP ■ 2 Ice moveable 4WD style vehicles

EXAMPLES: ■ A pack of 24 anti-malaria tablets

The passenger now wishes to further order

Where is Osaka, what is its ICAO designator

In what International City is Charles De Gaulle

In what country is Kuala Lumpur located

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