Easily handle all kinds of people with "stewardess talk"

Do you really want to say "what you can't say"? One day, ANA received a complaint letter from a passenger.

"I have already explained that the hand luggage is full of precision instruments, but the flight attendant still wants me to put it under the front seat. What's going on 」

So the supervisor found me and asked me, "Do you remember that the company received such customer complaints?" "I'm sure you didn't say that. I see. However, why does the other party feel this way? 」

I was shocked and began to think hard about this situation. This happened just when I worked as a trapeze for three years, obtained the qualification of domestic cockpit master (flight attendant supervisor) and began to have confidence in this job.

On that day, a passenger boarded the plane with heavy luggage. Usually, hand luggage must be placed under the front seat. I don't know if it's too big to fit, so I put it in the seat next door that is just empty.

According to the safety rules, no luggage can be put in the seat. Because if there is violent shaking, passengers may be injured. It is necessary for flight attendants to complete the safety inspection in the plane as soon as possible and report to the captain whether the cabin is ready to take off. Therefore, I said to the passengers in accordance with the regulations:

"Please put your hand luggage under the front seat. 」

This is the rule, and from the outside, as long as you turn your luggage sideways, you can barely put it under the seat. Unexpectedly, the passenger responded that "there are photographic equipment in it, so it can't be inverted" and "if it can't be put on the chair, I will put it at the head office under my feet" and immediately moved the luggage to his feet.

But it also puts me in a dilemma, because the aviation law also prohibits putting luggage in the space in front of the seat. In the event of a major accident and emergency landing, placing objects in front of the seat may hinder the passengers in the window seat from escaping. In addition, it will make it difficult to take out the life jacket under the seat.

At that time, I mistakenly thought that I had the responsibility to guide passengers, and I was convinced that "we are not only waiters, but also security guards." When there is a security situation, we must be responsible for directing passengers and even educating passengers with a firm attitude like the police. 」

There are many scenes where you have to say "unpleasant words".

Take the previous example, I must tell passengers that "for safety reasons, hand luggage should be placed under the front seat".

If a passenger makes a loud noise on the plane, I must ask him to "turn down the volume". I must tell the drunken passenger that I can't offer you any more wine.

This topic is certainly not limited to the relationship between passengers and flight attendants.

In the workplace, in the face of colleagues, subordinates and bosses, you will also encounter many "difficult" moments that you have to say. Even parents whose children attend the same kindergarten, local community partners or close friends should encounter such a scene.

Even if we try to express it euphemistically, human emotions can't be manipulated. When you get up the courage to say it, it is not uncommon for the other person to fly into a rage. Some people will still hold a grudge, won't they? It is also possible to make interpersonal relationships unnatural or lose important customers.

Sometimes, just one sentence is quite fatal.

In fact, it is because of "unpleasant words" that the other party is unwilling to cooperate.

The solution is not how to convey those words euphemistically, but to find a way to "do it without persuasion"

I haven't understood this truth when persuading passengers to put bags with precision equipment under the front seats. Therefore, there will be cases where passengers clearly do what I ask, but then write to complain.

After that, I became the Commissioner responsible for receiving top VIP guests from all over the world, and I learned this truth in the process of serving. The ANA VIP Commissioner has magical words handed down by his predecessors, and the most important thing is that he can learn valuable experience from many excellent passengers.

Ordinary people convince others by reasoning.

Smart people persuade each other with euphemistic words.

High-level people don't have to persuade, the other party will act and win the love of the other party.