I LEARNED IT FROM THE CABIN CREW

The most important things I need to know about my job I learned from the cabin crew. I learned them on early morning business flights and red-eye specials, when all I had to do was sit there with my seatbelt securely fastened, watching them prepare for and cope with unpredictable conditions, unexpected turbulence and circumstances beyond their control.
Who, after all, has more in common than stewardesses and hope specialists? We’re all out there to help others and we’re not always in control of the route or the destination. Though each of us learns the routine procedures and fancy flourishes in our training, what we need to know, must not forget, is that the things we do in the line of duty get much better results when we pay attention to the basics.
I learned that a friendly beginning sets the tone for the whole trip. A smile and a welcome means everything. There are people on board who would rather be elsewhere. . Circumstances forced them to be on your journey. You have the opportunity to be the cheerful and considerate character in the happy adventures they will talk about when they show the slides.
I learned that safety matters. The ones who feel safe embrace the journey. They make the connections and stay with you for the whole trip. They thank you for caring about them.
I learned that you can say the same thing over and over again but you don’t know if you communicated unless you check to see what they heard. There are times when the motor is louder than the public address system. There are times when people are too scared to listen for the details.
I learned that some people need more attention than others and that those people will get noisier as time passes if you try to quiet them by ignoring them.
I learned that people have more confidence in you if you make them laugh.
I learned that people feel a lot better if you are kind to them.
I learned that people on the journey count on you to keep your balance when the going gets rough. They want to hear you say that you know it’s rough and it won’t be rough forever. They want to hear you say you believe they will be all right. They are watching you to see how much hope you have.
Finally, I learned that if you are going to help others, and still be around to help them next week, even if it seems like you ought to help before doing anything else, even if you think you’ll be able to help yourself later, you must—absolutely must—pause before helping. You must put on your own mask first.