Module 1 – Communication on the Aircraft
Warm-up Questions:
Have you ever flown on an airplane before?
What do you think flight attendants should always do during a flight?
What is the most challenging part of being a flight attendant?
How do you think passengers feel during turbulence?
What is your favorite part of traveling by plane?
Reading Passage:
“The Role of a Flight Attendant”
Flight attendants are more than just the people who serve food and drinks on board. Their
main responsibility is safety. They are trained to guide passengers during emergencies,
provide first aid if needed, and ensure that everyone follows the rules. At the same time,
they also provide service, making the journey comfortable for travelers. This job requires
excellent communication skills, patience, and cultural awareness since attendants meet
people from different backgrounds every day.
Vocabulary:
Passenger /ˈpæs.ɪn.dʒər/ – person traveling on a plane
Cabin /ˈkæb.ɪn/ – inside space of the airplane where passengers sit
Crew /kruː/ – staff working on the airplane
Emergency /ɪˈmɜː.dʒən.si/ – dangerous situation that needs quick action
Comfortable /ˈkʌm.fə.tə.bəl/ – feeling relaxed and at ease
Patience /ˈpeɪ.ʃəns/ – ability to wait calmly
Awareness /əˈweə.nəs/ – understanding of a situation
Phrasal Verbs & Expressions:
Take off – when the plane leaves the ground
Check in – register before a flight
Fasten your seatbelt – secure your belt for safety
Deal with (passengers) – handle or manage people
Calm down – help someone relax when upset
Collocations:
Safety instructions
Cabin crew
Flight schedule
Emergency exit
Passenger complaint
Role Play Dialogue: Inside the Aircraft
Passenger: Excuse me, could you help me with my seatbelt?
Flight Attendant: Of course. Just bring the two ends together and click them. Then, pull the
strap to tighten.
Passenger: Thank you. When will we take off?
Flight Attendant: We’ll be taking off in about 10 minutes. Please remain seated with your
seatbelt fastened.
Passenger: Sure, thank you.
Flight Attendant: You’re welcome. Let me know if you need anything else.
Cross-Cultural Note: Useful Greetings in Other Languages
Spanish: Hola (Hello) /ˈo.la/
Frenc: Bonjour (Good day/Hello) /bɔ̃.ʒuʁ/
Japanese: Konnichiwa (Hello) /koɲɲitɕiwa/
Arabic: Marhaba (Hello) /ˈmar.ha.ba/
Discussion Questions (for practice):
Why do you think safety is the most important responsibility of a flight attendant?
How can flight attendants make passengers feel more comfortable?
Have you ever experienced turbulence? How did it make you feel?
What qualities should a good flight attendant have?
How should a flight attendant deal with a nervous passenger?
What is the most polite way to ask a passenger to follow rules?
Do you think learning greetings in other languages is useful for flight attendants? Why?
How would you explain “fasten your seatbelt” to someone who doesn’t speak much
English?
If a passenger complains, what is the best way to respond?
How do flight attendants balance safety and service?
Module 2 – Checking into a Hotel (Staff Interaction)
Warm-up Questions:
Have you ever stayed in a hotel before?
What kind of services do you expect from hotel staff?
What is the most important thing to check when you arrive at a hotel?
Do you prefer budget hotels or luxury hotels? Why?
What is the most memorable hotel you’ve been to?
Reading Passage:
“First Impressions at Hotels”
When guests arrive at a hotel, the first person they usually meet is the receptionist. A warm
welcome makes visitors feel comfortable right away. Receptionists help with check-in,
provide room keys, and explain the services available. Flight attendants often travel to
different cities and countries, so knowing how to communicate politely with hotel staff is
very important. A simple smile and polite language can make the experience much
smoother for everyone.
Vocabulary:
Receptionist /rɪˈsɛp.ʃən.ɪst/ – person at the front desk who helps guests
Reservation /ˌrɛz.əˈveɪ.ʃən/ – booking made in advance
Suite /swiːt/ – large, often more expensive hotel room
Concierge /ˌkɒn.siˈeəʒ/ – staff who helps guests with services (like booking tours)
Amenities /əˈmɛn.ɪ.tiz/ – useful features or services in a hotel
Housekeeping /ˈhaʊsˌkiː.pɪŋ/ – service that cleans rooms
Check-out /tʃek-aʊt/ – process of leaving a hotel and paying the bill
Phrasal Verbs & Expressions:
Check in – register at the hotel
Check out – leave and pay at the hote
Fill out (a form) – write needed information
Run out of (towels, soap, etc.) – have no more left
Call up (room service) – phone the staff for help
Collocations:
Hotel reservation
Front desk
Room service
Booking confirmation
Guest satisfaction
Role Play Dialogue: Checking into a Hotel
Receptionist: Good evening. Welcome to the Sunrise Hotel. Do you have a reservation?
Flight Attendant: Yes, I booked a single room under the name Chloe Reyes.
Receptionist: Let me check… Yes, I found it. Could you please fill out this form?
Flight Attendant: Sure. Here you go.
Receptionist: Thank you. Here is your key card. Your room is on the 7th floor. Breakfast is
served from 6 to 10 a.m.
Flight Attendant: Perfect, thank you. Could you also tell me if there’s a gym in the hotel?
Receptionist: Yes, it’s on the 3rd floor, open 24 hours.
Flight Attendant: Great. Thanks for your help.
Cross-Cultural Note: Useful Words in Other Languages
French: Réservation (reservation) /ʁezɛʁvasjɔ̃/
Italian: Camera (room) /ˈka.me.ra/
German: Schlüssel (key) /ˈʃlʏsəl/
Mandarin Chinese: Fángjiān (room) 房间 /fa
̌ ŋ.tɕjɛn/
Discussion Questions (for practice):
What is the most important information to give at the hotel front desk?
How can you politely ask about amenities in a hotel?
Why is it important to confirm your reservation in advance?
Have you ever had a problem at a hotel? How did you solve it?
How would you ask for extra towels politely?
What are the differences between budget hotels and luxury hotels
Do you think room service is necessary for all hotels? Why or why not?
How should you respond if the receptionist cannot find your booking?
Why is housekeeping important in hotels?
What services do you think flight attendants appreciate most when they stay in hotels?
Module 3 – Dining at a Restaurant (Ordering Food & Cultural Etiquette)
Warm-up Questions:
Do you enjoy eating at restaurants or at home more? Why?
What’s your favorite type of cuisine?
How do you usually order food in a restaurant?
Have you ever tried food from another country? Which one?
What do you think makes good service in a restaurant?
Reading Passage:
“Dining Out While Traveling”
For flight attendants, dining out is part of daily life when staying in different cities or
countries. Knowing how to order food politely, ask questions about the menu, and handle
cultural differences is important. Some cultures expect tips, others don’t. In some
countries, sharing food is common, while in others, everyone orders their own dish.
Understanding these differences makes the dining experience smoother and shows
respect for local customs.
Vocabulary:
Cuisine /kwɪˈziːn/ – style of cooking (e.g., Italian cuisine)
Appetizer /ˈæp.ɪ.taɪ.zər/ – small dish served before the main meal
Main course /meɪn kɔːrs/ – the largest or most important part of the meal
Dessert /dɪˈzɜːrt/ – sweet dish at the end of the meal
Reservation /ˌrɛz.əˈveɪ.ʃən/ – booking a table in advance
Bill/Check /bɪl/ – the list of food ordered and its cost
Gratuity/Tip /ɡrəˈtuː.ə.ti/ – extra money given for good service
Phrasal Verbs & Expressions:
Look over (the menu) – read carefully
Try out (a dish) – eat something for the first time
Ask for (the bill) – request politely to pay
Run out of (an item) – no longer available
Come with (sides/sauces) – included with a meal
Collocations:
Make a reservation
Special of the day
Table for two
Waiter/waitress service
Food allergy
Role Play Dialogue: Ordering Food at a Restaurant
Waiter: Good evening. Do you have a reservation?
Flight Attendant: Yes, under the name Chloe Reyes.
Waiter: Great. Right this way. Here’s your menu.
Flight Attendant: Thank you. Could you recommend a popular local dish?
Waiter: Of course. Our seafood pasta is very popular.
Flight Attendant: That sounds good. I’ll have the seafood pasta, and could I also get a glass
of orange juice?
Waiter: Certainly. Would you like an appetizer first?
Flight Attendant: Yes, I’ll try the soup of the day.
Waiter: Perfect. I’ll bring that right away.
Cross-Cultural Note: Useful Words in Other Languages
Spanish: Cuenta (bill/check) /ˈkwen.ta/
French: L’addition (bill/check) /la.disjɔ̃/
Japanese: O-mizu (water) お水 /oː.mi.zu/
Thai: Aroy (delicious) อร่อย /ʔà.rɔ̀j/
Discussion Questions (for practice):
How do you politely ask for the bill in a restaurant?
What’s the difference between an appetizer, main course, and dessert?
Have you ever ordered something you didn’t like? What did you do?
How do you ask if a dish is spicy?
What are some polite ways to call the waiter’s attention?
In your country, do people usually leave a tip? Why or why not?
What would you say if the restaurant ran out of the dish you wanted?
Do you prefer to try local food or stick with familiar dishes when traveling?
How do you ask about food allergies or dietary restrictions in a restaurant?
How important is food presentation to you when dining out?
✈️ Module 4: Airport Procedures & Immigration
Warm-Up Question
Have you ever had a stressful experience at the airport? What happened?
Reading Passage (for comprehension & discussion)
Airports can be busy and sometimes stressful places, especially for travelers from different
countries. Flight attendants often guide passengers through security, immigration, and
boarding. At immigration, officers check passports, visas, and ask a few simple questions
to confirm the purpose of travel. Being polite, patient, and clear in communication is very
important to make the process smooth.
Vocabulary:
Immigration /ˌɪm.ɪˈɡreɪ.ʃən/ – the process of entering another country officially.
Customs /ˈkʌs.təmz/ – the place where officers check bags for prohibited items.
Departure gate /dɪˈpɑːr.tʃɚ ɡeɪt/ – the waiting area for boarding a flight.
Transit /ˈtræn.zɪt/ – passing through a country on the way to another destination.
Baggage claim /ˈbæɡ.ɪdʒ ˌkleɪm/ – the area where passengers pick up their luggage.
Visa /ˈviː.zə/ – official permission to enter a country.
Prohibited /prəˈhɪb.ɪ.t̬ɪd/ – not allowed.
Declaration form /ˌdek.ləˈreɪ.ʃən fɔːrm/ – a form to state what items you are bringing into a
country.
Phrasal Verbs & Expressions (with simple meaning + example)
Check in – register for a flight.
I need to check in at the airline counter.
Fill out – complete a form.
Please fill out this declaration form.
Hand over – give something officially.
Hand over your passport to the officer.
Point out – show something.
The staff pointed out the boarding gate on the screen.
Look into – investigate.
The airline staff will look into your lost luggage.
Role Play (Dialogue Example)
At Immigration Counter
Officer: Good evening. May I see your passport, please?
Passenger: Sure, here you are.
Officer: What is the purpose of your visit?
Passenger: I’m here on vacation.
Officer: How long will you stay?
Passenger: Two weeks.
Officer: Do you have your return ticket?
Passenger: Yes, I do. Here it is.
Officer: Thank you. Enjoy your stay.
Passenger: Thank you!
Cross-Cultural Notes (Useful phrases in other languages)
Spanish: ¿Dónde está la puerta de embarque? → “Where is the boarding gate?”
French: Où sont les bagages? → “Where is the baggage claim?”
Japanese: Sumimasen, doko desu ka? (すみません、どこですか？) → “Excuse me, where
is it?”
Discussion Questions (for speaking practice)
What steps do passengers go through in an airport before boarding?
How do flight attendants help passengers at the airport?
Why is it important to be polite to immigration officers?
What might happen if a passenger forgets to bring a visa?
Have you ever lost your luggage at the airport? What would you do?
Why do some passengers feel nervous at immigration?
How can flight attendants calm stressed passengers during airport procedures?
What should you write in a declaration form?
How does airport security keep travelers safe?
If you travel to a new country, what is the first thing you would ask at the airport?
✈️ Module 5: Giving Directions & Tourist Assistance
Warm-Up Question
Have you ever asked for directions in a new place? Was it easy to understand?
Reading Passage (for comprehension & discussion)
As a flight attendant, helping tourists and travelers is part of the job—even outside the
aircraft. Passengers often ask for directions inside the airport, to nearby hotels, or to tourist
spots in the city. Giving clear, polite, and simple directions is important. Using landmarks
(big buildings, signs, or stations) helps people understand better. Always check if the
person understands by asking them to repeat the directions.
Vocabulary :
Intersection /ˌɪn.t̬ɚˈsek.ʃən/ – a place where two or more roads meet.
Landmark /ˈlænd.mɑːrk/ – a well-known building or place used to guide people.
Opposite /ˈɑː.pə.zɪt/ – directly across from something.
Nearby /ˌnɪrˈbaɪ/ – close to a place.
Straight ahead /streɪt əˈhed/ – continue in the same direction without turning.
Turn left/right /tɝːn left/ – change direction to the left or right.
Corner /ˈkɔːr.nɚ/ – where two streets meet.
Beside /bɪˈsaɪd/ – next to something.
Phrasal Verbs & Expressions (with simple meaning + example)
Look for – try to find.
I’m looking for the train station.
Go past – move beyond something.
Go past the bank and turn right.
Set off – start a journey.
We set off early to visit the museum.
End up – arrive somewhere without planning.
We ended up at the wrong hotel.
Figure out – understand something.
Can you figure out how to get to the nearest bus stop?
Role Play (Dialogue Example)
Tourist: Excuse me, can you tell me how to get to the nearest metro station?
Flight Attendant: Sure. Go straight ahead and turn left at the first intersection.
Tourist: Okay, straight and then left?
Flight Attendant: Yes. You’ll see a pharmacy on the corner. The metro station is right beside
it.
Tourist: Thank you so much!
Flight Attendant: You’re welcome. Enjoy your day!
Cross-Cultural Notes (Useful phrases in other languages)
Spanish: ¿Dónde está la estación de tren? → “Where is the train station?”
French: Pouvez-vous m’indiquer le chemin? → “Can you show me the way?”
Chinese (Mandarin): 请问，怎么走？ (Qǐng wèn, zěn me zǒu?) → “Excuse me, how do I get
there?”
Discussion Questions (for speaking practice)
Have you ever been lost in a city? What did you do?
Why is it important for flight attendants to know basic directions?
What landmarks are famous in your city?
How would you explain directions to someone who doesn’t speak English well?
Do you think maps or mobile apps are better for finding directions? Why?
What common mistakes do people make when giving directions?
How can you check if someone understands your directions?
Imagine a tourist asks you where the hotel is—how would you respond?
How would you politely say “I don’t know” if you’re not sure about directions?
What’s the most beautiful tourist spot you would recommend in your country?
✈️ Module 6: Hotel & Restaurant Communication
Warm-Up Question
When you travel, do you prefer eating in restaurants or trying street food? Why?
Reading Passage (for comprehension & discussion)
Flight attendants often stay in hotels during layovers. They also eat at restaurants in
different countries. Being polite, clear, and confident while checking in, ordering food, or
asking for service is important. Using polite requests like “Could I…?” or “May I…?” makes
communication smoother.
Vocabulary:
Reservation /ˌrez.ɚˈveɪ.ʃən/ – booking a room or table in advance.
Receptionist /rɪˈsep.ʃən.ɪst/ – person at the hotel desk.
Buffet /bəˈfeɪ/ – a meal with many dishes where you serve yourself.
Bill/Check /bɪl/ – the list of things you ordered with the price
Allergic /əˈlɝː.dʒɪk/ – having a bad reaction to some food.
Amenities /əˈmen.ə.t̬iz/ – services in a hotel (pool, gym, Wi-Fi)
Room service /ruːm ˈsɝː.vɪs/ – ordering food to your hotel room.
Menu /ˈmen.juː/ – list of food and drinks in a restaurant.
Phrasal Verbs & Expressions
Check in – register at a hotel.
We checked in at 3 PM.
Check out – leave a hotel.
We checked out early in the morning.
Look over – review quickly.
Let me look over the menu.
Run out of – to have none left.
They ran out of dessert.
Cut back on – reduce something.
I’m cutting back on sweets.
Role Play (Dialogue Example)
Hotel Receptionist: Good evening. Do you have a reservation?
Flight Attendant: Yes, under the name Chloe.
Receptionist: Welcome! Here’s your room key. Breakfast is from 7 to 10 in the morning.
Flight Attendant: Thank you. Could you also arrange a wake-up call at 6 AM?
Receptionist: Of course. Enjoy your stay!
At the restaurant
Waiter: Good afternoon. Here’s the menu.
Flight Attendant: Thank you. Could I have the grilled salmon and a glass of water, please?
Waiter: Certainly. Would you like any dessert after?
Flight Attendant: Not today, thank you.
Cross-Cultural Notes (Useful phrases in other languages)
Spanish: La cuenta, por favor. → “The bill, please.”
French: J’ai une réservation. → “I have a reservation.”
Japanese: いただきます (Itadakimasu) → Expression before eating (“I gratefully receive this
meal”).
Discussion Questions
What do you usually check first when you enter a hotel room?
What’s the best food you’ve tried in another country?
How do you politely ask a waiter for something you need?
Why is it important to know food-related vocabulary as a flight attendant?
What do you do if the hotel service is not good?
How can you make sure you don’t eat food you are allergic to?
Do you prefer buffet or à la carte? Why?
What’s your dream hotel destination?
How can hotel staff make travelers feel welcome?
Imagine you are checking into a hotel in Paris—what’s the first thing you would say?
Module 7: Hotel & Restaurant Conversations
Short Article to Read & Discuss
When flight attendants travel, they often stay in hotels and dine in restaurants.
Communicating politely with hotel staff or waiters is essential. Using polite requests and
clear communication ensures a smooth and pleasant experience.
Useful Vocabulary & Phrases
reservation – [ˌrɛz.əˈveɪ.ʃən] – a booking in advance
complimentary – [ˌkɒmplɪˈmɛn.təri] – free of charge
check-in / check-out – hotel arrival and departure process
housekeeper – [ˈhaʊsˌkiːpər] – hotel staff who cleans rooms
bill / receipt – payment documents
Phrases
“I have a reservation under the name…”
“Could I request a wake-up call at 6am?”
“Can you recommend a local dish?”
“May I have the bill, please?”
Phrasal Verbs & Collocations
check in / check out – register at a hotel and leave after stay
fill out – complete a form
order up – request food from room service
try out – experience something new (like a dish)
polite requests: Would you mind…? / Could you please…?
Dialogue Role Play (Hotel Check-In)
Guest (Chloe): Good evening, I have a reservation under the name Chloe.
Receptionist: Welcome! May I see your passport, please?
Guest: Sure, here it is. Could I also request a wake-up call at 6am?
Receptionist: Of course. Here is your room key. Enjoy your stay.
Cultural Words / Greetings
Japanese: “Irasshaimase” [いらっしゃいませ] – “Welcome” (common in
shops/restaurants)
French: “Bon appétit” [bɔ̃n‿apeti] – “Enjoy your meal”
Discussion Questions (10)
How do you usually choose a hotel when you travel?
What are the most important services for you in a hotel?
How do you politely ask for something in a hotel?
Have you ever had a problem during check-in or check-out?
What kinds of food do you usually try when abroad?
What’s the difference between dining in your country and in another country?
How do you politely complain about poor service in a restaurant?
What would you do if you lost your hotel key?
Which country’s food would you like to try the most?
Why is it important for a flight attendant to know restaurant etiquette?
Module 8: Handling Difficult Passengers
Short Article to Read & Discuss
Flight attendants often deal with difficult situations on board. Passengers may be upset,
scared, or demanding. Staying calm, polite, and professional helps maintain a safe and
comfortable environment for everyone.
Useful Vocabulary & Phrases
complaint – [kəmˈpleɪnt] – expression of dissatisfaction
demanding – [dɪˈmændɪŋ] – requiring a lot of attention
reassure – [ˌriː.əˈʃʊr] – comfort or calm someone
emergency – [ɪˈmɜːrdʒənsi] – serious, urgent situation
turbulence – [ˈtɜːrbjələns] – irregular air movement causing bumpy ride
Phrases
“I understand your concern, let me assist you.”
“Please remain calm, everything is under control.”
“I’ll check with my supervisor right away.”
“Thank you for your patience.”
Phrasal Verbs & Collocations
calm down – help someone relax
deal with – manage a situation or problem
speak up – talk louder/express concern
put up with – tolerate behavior
safety procedures – actions for passenger safety
Dialogue Role Play (Difficult Passenger)
Passenger: Excuse me! This seat doesn’t recline. I’m very uncomfortable.
Attendant (Chloe): I’m sorry for the inconvenience. Let me check if there’s another
available seat.
Passenger: I paid a lot for this ticket!
Attendant: I completely understand. Please allow me a moment to see how I can assist.
Cultural Words / Greetings
Spanish: “Tranquilo/a” [traŋˈkilo] – “Calm down / Relax”
Hindi: “Dhanyavaad” [ˈdʱən.jə.ʋaːd] – “Thank you”
Discussion Questions (10)
How should a flight attendant handle an angry passenger?
Why is it important to stay calm in stressful situations?
Have you ever experienced turbulence? How did you feel?
What are polite ways to say “no” to a passenger’s request?
How can smiling help calm a situation?
Why should flight attendants avoid arguing with passengers?
What phrases can you use to reassure nervous flyers?
How do cultural differences affect how passengers complain
What safety procedures do you know on airplanes?
Do you think empathy is more important than rules when dealing with passengers?
Module 9: Tourism & Culture
Short Article to Read & Discuss
Flight attendants often travel to many countries and meet people from different cultures.
Understanding local traditions, customs, and tourism highlights can make conversations
with passengers and locals more interesting. Being culturally aware also shows respect
and professionalism.
Useful Vocabulary & Phrases
heritage – [ˈhɛrɪtɪdʒ] – cultural traditions passed down
landmark – [ˈlændmɑːrk] – famous building or monument
cuisine – [kwɪˈziːn] – style of cooking from a particular country
souvenir – [ˌsuːvəˈnɪr] – something you buy to remember a trip
hospitality – [ˌhɑːspɪˈtæləti] – warm, friendly treatment of guests
Phrases
“Wat tourist attractions would you recommend here?”
“This city is famous for its…”
“Could you explain this tradition to me?”
“I’d love to try the local cuisine.”
Phrasal Verbs & Collocations
look around – explore a place casually
check out – visit something interesting
blend in – adapt to local culture
try out – experience new food or activity
cultural exchange – learning and sharing between cultures
Dialogue Role Play (Asking About Local Culture)
Flight Attendant (Chloe): Excuse me, what’s the most popular dish here?
Local: You should definitely try our traditional beef stew. It’s very flavorful.
Chloe: That sounds delicious! Where can I find the best place to try it?
Local: There’s a restaurant near the central square. Very authentic.
Cultural Words / Greetings
Italian: “Buongiorno” [bwɔnˈdʒorno] – “Good morning”
Thai: “Sawadee ka” [sà.wà.dīː.kâ] – greeting used by women
Arabic: “Shukran” [ˈʃʊkran] – “Thank you”
Discussion Questions (10)
What are some famous tourist attractions in your country?
How do you usually learn about a new culture when you travel?
Why is it important for a flight attendant to know about world cultures?
Have you ever experienced culture shock? What happened?
What are polite ways to show respect in another country?
How do food and drink reflect a country’s culture?
Which country’s traditions would you like to experience most?
How do souvenirs help you remember your travels?
How can learning greetings in another language help flight attendants?
Do you think tourism helps or harms local cultures? Why?
Module 9: In-Flight Announcements & Safety Demonstrations
Short Article to Read & Discuss
Making announcements is one of the key responsibilities of a flight attendant. Clear
pronunciation, polite tone, and professional delivery are very important. Safety
demonstrations must be simple, easy to understand, and calm to reassure passengers.
Useful Vocabulary & Phrases
announcement – [əˈnaʊnsmənt] – official spoken message
turbulence – [ˈtɜːrbjələns] – unstable movement of the plane
emergency exit – [ɪˈmɜːrdʒənsi ˈɛɡzɪt] – door used during an emergency
oxygen mask – [ˈɑːksɪdʒən mæsk] – breathing mask in emergencies
fasten seatbelt – [ˈfæsn ˈsiːtbɛlt] – secure the seatbelt
Phrases
“Ladies and gentlemen, welcome aboard…”
“Please fasten your seatbelts.”
“For your safety, remain seated until the aircraft comes to a full stop.”
“In case of emergency, follow the illuminated signs to the nearest exit.”
Phrasal Verbs & Collocations
buckle up – fasten your seatbelt
take off – when the plane leaves the ground
touch down – when the plane lands
point out – show or highlight something
go over – review or explain
Dialogue Role Play (Making an Announcement)
Chloe (Flight Attendant): Ladies and gentlemen, welcome aboard Flight 527 to Singapore.
Please fasten your seatbelts and make sure your seat is in the upright position.
Passenger: Excuse me, where is the nearest emergency exit?
Chloe: The nearest exit may be behind you. Please take a moment to locate the exit signs
nearest to your seat.
Cultural Words / Greetings
French: “Bienvenue à bord” [bjɛ
̃ .və.ny a bɔʁ] – “Welcome aboard”
Japanese: “Yoroshiku onegaishimasu” [joɾoɕiku onegaɪɕimasɯ] – polite expression (please
take care of me)
Spanish: “Despegamos” [despeˈɣamos] – “We are taking off”
Discussion Questions (10)
Why is it important for flight attendants to speak clearly in announcements?
What tone of voice should be used when addressing passengers?
How can you handle nervous passengers during turbulence?
Why must safety instructions be repeated every flight, even for frequent travelers?
What common mistakes do passengers make during safety demonstrations?
How can body language help when demonstrating safety procedures?
Should flight attendants memorize announcements or read them? Why?
What cultural differences might affect how passengers respond to instructions?
How can flight attendants remain calm during an emergency?
In your opinion, what is the most important safety instruction to remember?
Module 10: Handling Difficult Passengers & Conflict Resolution
Short Article to Read & Discuss
Flight attendants often face challenging situations with passengers. These can include
complaints about seating, food, or behavior of others. The key is to remain calm, polite,
and professional. Using the right words can help de-escalate conflicts and make
passengers feel heard and respected.
Useful Vocabulary & Phrases
complaint – [kəmˈpleɪnt] – statement about being unhappy with something
resolve – [rɪˈzɑːlv] – to find a solution
calm down – [kɑːm daʊn] – to relax
inappropriate – [ˌɪnəˈproʊpriət] – not proper or suitable
reassure – [ˌriːəˈʃʊr] – make someone feel less worried
Phrases
“I understand your concern. Let me see how I can help.”
“Thank you for your patience.”
“I’m sorry you’re experiencing this. Let me check what I can do.”
“For everyone’s comfort, I’ll kindly ask you to…”
“Let’s work together to solve this.”
Phrasal Verbs & Collocations
calm down – help someone relax
sort out – fix or solve a problem
speak up – talk louder or more clearly
deal with – manage a situation
cool off – calm down after being upset
Dialogue Role Play (Dealing with a Complaint)
Passenger: Excuse me, my seat is not reclining properly.
Chloe (Flight Attendant): I’m sorry for the inconvenience. Let me check if I can adjust it for
you. If not, I’ll try to find another available seat.
Passenger: I paid extra for comfort, and this is not acceptable.
Chloe: I understand your frustration. Thank you for letting me know. I’ll do my best to sort
this out quickly.
Cultural Words / Greetings
Chinese (Mandarin): “Qǐng ānjìng” [tɕʰiŋ an˥˩ tɕiŋ˥˩] – “Please be quiet”
Arabic: “Shukran” [ʃʊkran] – “Thank you”
Hindi: “Dhanyavaad” [ˈd̪ʱənjəʋaːd̪] – “Thank you”
Discussion Questions (10)
What are common complaints passengers might have on flights?
Why is staying calm important when dealing with difficult passengers?
What are some polite ways to say “no” to a passenger request?
How can you show empathy when a passenger is upset?
What body language should flight attendants use during conflict?
Why is it important to thank passengers for their patience?
How can humor (used carefully) sometimes help calm a situation?
What’s the difference between hearing a complaint and truly listening?
Have you ever experienced a conflict in public? How did you handle it?
What lessons can flight attendants learn from customer service in other industries?
Module 11: Hotel Check-in & Travel Accommodation
Short Article to Read & Discuss
When flight attendants travel to different cities or countries, they often stay in hotels during
layovers. Good communication at the hotel check-in desk makes the process smooth and
professional. Knowing polite phrases, common hotel vocabulary, and how to ask for help
will make your stay more comfortable.
Useful Vocabulary & Phrases
reservation – [ˌrezərˈveɪʃn] – a booking for a room
check-in – [ˈtʃek ɪn] – the process of registering at a hotel
amenities – [əˈmenətiz] – services or facilities provided (e.g., pool, Wi-Fi)
reception – [rɪˈsepʃn] – the front desk of a hotel
complimentary – [ˌkɑːmplɪˈmentəri] – free of charge
Polite Expressions
“I have a reservation under the name…”
“Could I please have a room with…”
“Is breakfast included?”
“Can I have a late check-out?”
“Could you call me a taxi, please?”
Phrasal Verbs & Collocations
check in – register at a hotel
check out – leave a hotel and pay the bill
fill in – complete a form
book into – arrange to stay in a hotel
look after – take care of (e.g., luggage)
Dialogue Role Play (Checking into a Hotel)
Receptionist: Good evening. Welcome to Grand Horizon Hotel. Do you have a reservation?
Chloe (Flight Attendant): Yes, I have a reservation under the name Chloe Kim.
Receptionist: Let me check… yes, here it is. Would you like a smoking or non-smoking
room?
Chloe: Non-smoking, please. Does the room have Wi-Fi?
Receptionist: Yes, complimentary Wi-Fi is included. Breakfast starts at 6 a.m. Enjoy your
stay!
Chloe: Thank you very much.
Cultural Words / Greetings
Japanese: “Irasshaimase” [iɾaɕːai̯mase] – “Welcome” (used in shops/hotels)
French: “Bonjour” [bɔ̃ʒuʁ] – “Good morning / hello”
Spanish: “Habitación” [aβitaˈθjon] – “room”
Discussion Questions (10)
What’s the first thing you usually do when you enter a hotel?
Why is it important to be polite at the hotel reception desk?
What amenities do you usually look for in a hotel?
How do you politely ask for something extra (like towels or pillows)?
What phrases would you use if your room had a problem?
Why is confirming a reservation important before arrival?
How would you request a wake-up call at the hotel?
What differences in hotel service have you noticed in different countries?
How can a flight attendant’s good communication skills help in hotels?
If you were a hotel receptionist, how would you welcome guests warmly?
Module 12: Dining Out Abroad & Restaurant Etiquette
Short Article to Read & Discuss
When flight attendants travel abroad, they often eat in restaurants of different cultures.
Each country has its own dining etiquette, from how to order food to how to show
appreciation after a meal. Knowing polite phrases and local customs can make the dining
experience smoother and help build good impressions.
Useful Vocabulary & Phrases
menu – [ˈmen.juː] – the list of food available in a restaurant
order – [ˈɔːr.dər] – to request food or drink
bill/check – [bɪl] / [tʃek] – the receipt you pay at the end of the meal
reservation – [ˌrez.ərˈveɪ.ʃn] – booking a table ahead of time
portion – [ˈpɔːr.ʃn] – the amount of food served in one plate
waiter / waitress / server – [ˈweɪ.tər] / [ˈweɪ.trəs] / [ˈsɜːr.vər] – person who serves food
tip / gratuity – [tɪp] / [ɡrəˈtuː.ə.ti] – extra money given to servers for good service
Polite Expressions
“Could I see the menu, please?”
“I’d like to order…”
“Could you recommend a dish?”
“Could we have separate checks, please?”
“May I have some water, please?”
Phrasal Verbs & Collocations
look over the menu – read carefully before choosing
try out – to test/experience new food
cut down on – eat less of something
run out of – when a restaurant no longer has an item
send back – return food that is not prepared correctly
Dialogue Role Play (At a Restaurant)
Waiter: Good evening. Do you have a reservation?
Chloe: Yes, under the name Chloe Kim.
Waiter: Perfect. Here’s your table. Would you like to look over the menu?
Chloe: Yes, thank you. Could you recommend something popular here?
Waiter: Our grilled salmon is very popular.
Chloe: Great, I’ll try that. And may I have a glass of water, please?
Waiter: Of course.
Cultural Words / Greetings (Food-related)
Japanese: “Itadakimasu” [itadakimasɯ] – said before eating, meaning “I humbly receive.”
French: “Bon appétit” [bɔ̃n apeti] – “Enjoy your meal.”
Spanish: “La cuenta, por favor” [la ˈkwenta poɾ faˈβoɾ] – “The bill, please.”
Discussion Questions (10)
What is your favorite type of restaurant and why?
How do dining customs differ in your country compared to others?
What is polite to do before and after eating in your culture?
Have you ever tried food from another country? How was the experience?
What should you do if you don’t like the food served to you?
Why is tipping important in some countries but not in others?
How would you politely ask for food to be less spicy/salty?
What food do you want to try when you travel abroad?
What problems could happen in a restaurant, and how would you solve them politely?
If you were a waiter/waitress, how would you treat your customers to make them feel
special?
