Bangladesh Technical Education Board

Syllabus for Short course

on
Training Procedure Manual (TPM)
Cabin Crew/ Airhostess Course

Total Duration: 360 hours

Page 1 of 17
 Index

SL Contents Page No.

1 Introduction 3
2 Objectives 3
3 Course Outline 4
4 Employment Opportunity 5
5 Course Structure 5
6 Entry Qualification 5
7 List of Competencies
a) Basic Competencies 6
b) Common Competencies
c) Core Competencies
8 Contents
a) Basic Competencies 7-13
b) Common Competencies
c) Core Competencies
9 Tools & Equipment List 14
10 Book References 14

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 Introduction

Cabin attendants are required on board in an aircraft to ensure passenger safety. The
effectiveness of cabin attendants in fulfilling their safety related duties can only be attained
through proper and effective training. Although the requirements for Aviation industry and the
procedures adopted to satisfy those requirements show considerable variation, there has been a
growing interest among young people for Aviation now-a-days. They need the basic training and
knowledge to prove their talent to nation.

Objective:
Cabin attendants’ training is about safety. Their duties and responsibilities in air transport
operation are safety-related and their training should clearly reflect this fact. There is reason to
believe that, in many places, cabin attendants may not have been given enough information
about practice with equipment and situations to master the skills they need in an emergency.
This course contains the basic knowledge to demonstrate the necessary skill in workplace.

Course Outline:
Training may never duplicate all the types of situations that may confront cabin attendants the
performance of their duties on board in an aircraft. Nevertheless, training can instill the basic
knowledge, skills, attitude and confidence that will allow cabin attendants to handle emergency
situations. As the structural strength of transport-category aeroplanes improves and accidents
become more survivable, cabin attendants are assuming a more critical role for ensuring
passenger safety. Cabin attendants are important part of thee operational safety system, both in
the prevention of accidents and in the assistance they give to survivors in the event of an
accident. Because of these changes, we should provide a proper training for cabin attendants.
Which consistently results in no less a minimum level of proficiency so that they can perform
their duties and undertake their responsibility in the most efficient and effective manner.

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 Employment Opportunity:
• Air hostess in different Airlines
• Cabin Attendants in Aircraft
• Junior purser, Senior purser, Chief Purser of Airlines Industries.
• Aviation safety Officers in different Airlines
• Cabin Crew Manager in different Airlines
• Hospitality Manager
• Hotel Manager
• Front Desk officer in Airlines and in Tourism sector
• Travel/Tourist guide

COURSE STRUCTURE

Name of the Course Duration of the Course (4 Months)

Cabin Crew/Airhostess Theoretical Class= 100 hours Theoretical Class = hours/Lesson
Practical Class = 210 hours Practical Class = 2 hours/practice
Basic competencies = 20
hours
Communicative English = 30
hours
Total Class = 360 Contact
hours

Entry Qualification:

• SSC/O-level/ equivalent.
(Able to speak & Concept in English & operate Computer)

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 List of Competences:

List of course is also designed to enhance the basic and common knowledge, skills
and attitudes of individual in the field of Aviation & Hospitality.

a) (i) Basic competencies

1. Receive and respond, participate and lead to workplace
communication.
2. Work with others, team environment and lead small Team.
3. Demonstrate work values, practice career professionalism and
develop & practice negotiation skills.
4. Practice housekeeping procedures, occupational health and safety
procedure and solve problem related to work activities:
5. Personal Manner

a) (ii) Efficiently communicate in English

1. Speak in English with confidence
2. Communicate with target persons effectively.
3. Understanding the speech of English users
4. Achieve better professional performance

b) Common competencies

• Air hostess
• Cabin Attendants
• Junior purser, senior purser, chief purser.
• Aviation safety Officers
• Cabin Crew Manager
• Hospitality Manager
• Hotel Manager
• Front Desk Officer

c) Core competencies

• Aviation and Airlines safety

• Communication with the passengers
• First Aid Knowledge
• Emergency situation tackling
• Customer Service
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 • Quality Control
• Hygienic Food Management
• Hospitality Management and Tourism
• Human Behavior and Performance
• Passenger Handling
• Ground service
• Cargo Handling in Passenger Aircraft
• Flight Safety

Contents

a) (i) Basic Competencies – 20 hours

Period Topic Hours

1. Receive and Respond, Participate and Lead to workplace Communication:
1 a) Explain & follow routinely speaking & 1
message in a workplace.
2 b) Perform work duties following written 1
notices.
2. Work with others, Team Environment and Lead small teams:
3 a) Develop effective workplace relationship. 1
4 b) Contribute to work group activities. 1
3. Demonstrate work values, Practice career professionalism and Develop &
practice Negotiation skills:
5 a) Define the purpose of work 1
6 b) Apply work value/ethics 1
7 c) Deal with ethical problems 1
8 d) Maintain integrity of conduct in the 1
workplace
4. Practice housekeeping procedures, occupational health and safety
procedure and Solve problems related to work Activities.
9 a) Sort and remove unnecessary items 1
10 b) Arrange items 1
11 c) Maintain work area, Tools and Equipments 1
12 d) Follow standardizes work process and 1
procedures
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 13 e) Perform work spontaneously 1
5. Use mathematical Concepts & Techniques and Use Relevant
Technologies:
6. Personal Manner:
14 a) Show good Manner 1
15 b) Respect honorable person (Sir, Senior 1
Trainees)
16 c) Cooperate & Thinking to each other about 1
practical work
17 d) Maintain sequence in practical works 1
18 e) Own Responsibility & Duties of practical 1
works
19 f) Observation of all practical work 1

a) (ii) Communicative English – 30 hours (Practical)

a) Interpret the meaning of given words (by the teachers) – Vocabulary

b) Speaking on a specific situation.
c) Public speaking.
d) Exchanging views with target persons.
e) Introducing oneself.
f) Describing & narrating events, places, objects etc.

Details of content for Communicative English:

Serial Topics- Conversational Situation Hours

1 Speaking English-getting information & finding one’s way. 1
2 Speaking English- about tools & equipments 1
3 Speaking English- about meeting someone & participating 1
in class.
4 Speaking English- daily activities & asking about activities 1
5 Speaking English- evening activities and about theoretical 1
contents
6 Speaking English- meeting at the train station & asking 1
questions at the train Station
7 Speaking English- meeting at the airport & getting 1
information at the airport.

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8 Speaking English- about availability of Ticket & Pricing. 1
9 Speaking English- getting to the hotel & asking direction. 1
10 Speaking English- asking about buses & travelling by Air. 1
11 Speaking English- about practical class. 1
12 Speaking English- going by taxi and asking the time. 1
13 Speaking English- arriving early or late and time and the 1
calendar.
14 Speaking English- about Airlines 1
15 Speaking English- living in an Hotel. 1
16 Speaking English- using the telephone 1
17 Speaking English- about different type of Air safety 1
equipment.
18 Speaking English- getting help in Airline help Desk 1
19 Speaking English- sending and receiving Booking Massage. 1
20 Speaking English- about Aircraft 1
21 Speaking English- talking about the weather & trips and 1
sightseeing.
22 Speaking English- talking about eating & dinner 1
conversation.
23 Speaking English- about Air machines & materials. 1
24 Speaking English- common health problem and quitting and 1
finding jobs
25 Speaking English- office details and office conversation 1
26 Speaking English- about practical jobs 1
27 Speaking English- on a specific situation & public speaking 1
28 Speaking English- about exchanging views with a person & 1
introducing oneself.
29 Speaking English- describing and narrating events, place & 1
objects etc.
30 Speaking English- about Computer programming 1

b) Common Competences:

• Understanding Milestone of Aviation.

• Read, Interpret, apply and observe procedures specifications of ICAO and
IATA Regulations.
• Learning the list of Airport and Airlines Codes.
• Learning Aircraft body and environment of Cabin.
• Aircraft and passenger’s safety.
• Controlling ability of infant passengers.
• Understanding of trim sheet.
• Familiarization with the Official Airline Guide (OAG) & Definitions.
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 • Understanding the Customer Care, special handling & Passenger Briefing.
• Understanding the Travel Information Manual.
• Communication with the Passenger & developing human behavior.
• Familiarity of World travel guide, maps, locations etc.
• Serving & hospitality Management.
• Catering & Beverage
• First Aid Training
• Flight and Cabin Crew Procedures
• Public Relations Procedures
• Check Boarding Pass of Passenger
• Briefing the Road knowledge and Aircraft condition

C) Core Competences:

• Verify if systems are correctly applying the new basic one way fare
construction rules under the recently implemented Liberalization Package
• Learn about the various global indicators and other carrier fare selection
criteria
• Know how to accurately calculate normal unrestricted and restricted one-way
fares
• Know how to change fare break points in search of a lower fare quote
• Acquire the skills to select the best special fare for the passenger's itinerary
and recognize related ticketing entries
• Master the various steps and checks in normal fare construction of a single
pricing unit as well as for two or more consecutive or contiguous pricing
units
• Quote primary or secondary fares using special mileage provisions
• Construct normal fares using industry (IATA) and carrier add-ons
• Calculate fares for journeys with surface sectors including circle trips with
unreasonable connections and normal fare open jaw pricing units
• Understand the e-ticketing process in code share scenarios and airport
irregular operations
• Learned difference between direct print and print exchange transactions
• Cope with the transition from paper MCOs/MPDs to EMDs and vMPDs
• Learn when or if endorsements will still be necessary in an electronic
ticketing environment
• Make appropriate travel arrangements and reservations
• Calculate and quote appropriate air fares
• Complete international travel documents in accordance with the applicable
IATA rules and procedures
• Be on the leading edge for 2007 e-ticketing global implementation
• Answer customers' queries, quote rates and supplements, explain conditions
and book tour products
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 • Acquire the necessary skills and knowledge to ensure that your front-line
contact with the customer is outstanding
• Understand the role of information technology - Global Distribution
Systems and the Internet
• Provide accurate advice to clients on major tourist destinations
• Produce customized and international inclusive tours
• Sell international business, incentive and conference travel arrangements
• Construct complex fares and routings by applying advanced fare
construction principles; issue and re-issue tickets and other documents for
all types of international journeys
• Familiarize yourself with common national requirements, IATA's
Regulations and the role of the National Travel Agents' Associations
• Learn effective selling skills
• Understand the Billing and Settlement System to give your travel operation
a distinct operational advantage
• Learn the essential principles and strategies of supervising and managing
people
• Develop customized tours and gain a competitive advantage
• Learn how to plan, organize and administer meetings, incentives,
conferences and exhibitions
• Be capable of establishing procedures and control costs
• Understand the latest marketing trends and opportunities, and apply them in
your planning
• Familiarize yourself with the challenges and opportunities of information
technology and internet strategies
• Learn strategic management and marketing principles
• Motivate your staff at all levels
• Enhance your revenue
• Gain insight into industry legal issues

Details of Contents for Theory (Common & Core Competencies)

Module No Topics Hrs

Module 1: Explain how the cabin crew profession has evolved over the years ½
Introduction Describe a typical day in the life of the cabin crew. 1
to the Cabin List the rewards of the cabin crew profession ½
Crew History and List the key historical milestones ½
Profession Origin Explain the origin of the cabin crew profession 1
of the
Profession
A Day in the Describe a typical day of the life of Cabin Crew 1
Life
of a Cabin List the rewards and change of the life of Cabin Crew ½
Crew
• Review and summarize content 1
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Module 2: Identify sources and list the steps and requirement for starting a cabin crew ½
Landing the career
Job Landing a Job Different sources of recruitment in the airline industry & 1
Common recruitment practices
Key elements and information that should be included in ½
resumes and applications
Requirements to be considered for a cabin crew position. ½

Basic skills and traits need for a cabin crew position ½

Grooming Acceptable standards for grooming and 1

& Professional appearance for cabin crew.
Appearance List generally accepted practices and identify how you will ½
apply these to your grooming in preparation for a position
in the Cabin crew profession.
Review and summarize content. ½
Present module quiz 1

Module 3: Explain the benefits of good nutrition and doing regular exercise 1
Cabin Crew Recognize and identify way to adapt to the lifestyle changes inherent 1
Healthy In the cabin crew profession
Living / List the various pressures encountered in frontline work as cabin crew ½
Lifestyle
Identify strategies for coping with sense of displacement and ½
loneliness during travel
List the “do’s and don’ts” in regards to personal safety when away from the ½
base
Healthy Explain the benefits of good nutrition and regular exercise. 1
Crew Create a balanced nutrition plan for healthy living. 1
Lifestyle List types of exercises recommended while traveling. ½
List strategies for maintaining a regular fitness schedule. ½
Describe lifting techniques to avoid injury. 1
Adapting to Lifestyle Changes ½
Identify the lifestyle changes that will occur between current ½
Life style and the one you will encounter as a cabin crew. 1

The Pressures of Frontline Work ½

Identify which pressures of frontline work are within your control and ½
which ones are not.
Personal Personal care and health that cabin crews should know. 1
Health
Health and environmental risks during air travel 1
Security and List the personal security and safety ½
Safety While
Away from List the do’s and don’ts when away from the base in ½
Base regards to personal safety

Review and summarize content. ½

Present Module quiz 1

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Module 4: Explain where aviation industry procedures and regulations originate and 1
Introduction how they impact the role and responsibility of the cabin crew
to Airlines, Charters, Private and Corporate Jets. Describe three types of air 1
the Aviation travel and explain their similarities and differences.
Industry Regulatory Agencies and Aviation Regulations 1
.
Customs and Immigration procedure for Air Travel 1

Review and summarize content. ½

Present Module quiz 1

Module 5: Describe general aircraft information and explain how they function in 1
Introduction relation to aviation operation in the air and on the ground.
to Explain basic principles of flight ½
Aircraft and Define basic aviation terminology. 1
Aviation Explain how time is kept around the world and how it affects international 1
Familiarizati travel.
on
Aircraft familiarization ½

Aircraft Layout and Terminology 1

Theory of Flight and How Aircraft Fly 1
Read time using a 24-hour clock. ½
Time
Zones Define Greenwich Mean Time (GMT) and relate it to the 24 1
hour clock set at a specific time zone.

Define International Date Line and relate it to flight itinerary and 1

travel time.
Identify standard airport codes used by the airline industry ½
Review and summarize content. ½
Present Module Quiz. 1
Module 6: Describe how a crew functions as a team and the coordination and 1
Crew Communication involved in everyday operations.
Member Roles and Responsibilities during flights ½
Coordination Flight Describe the role and responsibilities of the flight crew and 1
and Preparations purser in pre-flight cabin crew briefings
Communicati Describe the duties of the cabin crew in pre-flight 1
on preparations, boarding, during flights and in preparation for
landing.
Module 7: Explain how a cabin crew member can make a passenger feel like a 1
Customer valued guest
Service Describe the impact of good customer service on the airline, on flights and
on Cabin Crew members 1

Hospitality to Passengers 1
Module 8: Identify different ways of managing passenger interactions in a variety of ½
Managing circumstances by using appropriate verbal and non-verbal communication.
Passenger Explain how the cabin crew can care for passengers before, during and after 1

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Interactions a flight.
Flight and Fight Reactions in individuals and state 1
how you would respond

Fear of Flying symptoms associated with fear of flying and factors linked ½
with fear of flying.
Passengers Identify ways to recognize and anticipate needs of special ½
with passengers to make their flight pleasant, comfortable and
Special Needs safe.
List the do’s and don’ts of what to say to special needs ½
passengers Without being condescending or offensive.
Module 9: Identify the emergency and safety procedures in case of an in-flight ½
Safety and emergency and explain the steps of each procedure.
Emergency Accidents and Survivability 1
Procedures Identify those routine tasks that will allow the cabin crew to be ready and
respond quickly in the event of an accident or emergency landing.
Evacuation List the types of emergency landings. ½
and Emergency Explain ditching and how the cabin crew prepares for 1
Procedure an Emergency landing in the water.
Turbulence Identify the types of turbulence and the ½
corresponding appropriate response by cabin crew.
Identify the correct procedures for each type of ½
turbulence in order to ensure the safety of the crew
and passengers.
Emergency List and describe the emergency and evacuation ½
Equipment equipment found on aircraft
Describe the procedures for using the emergency and 1
evacuation Equipment on land and on water.
Responding Identify the elements that constitute fire ½
to Fires Identify the three classification of fires ½
Identify the procedure for responding to a fire on ½
board

Decompression Describe the dangers that occur in a decompression 1

Explain the appropriate responses in such a situation 1
Describe the two types of decompression – rapid/ 1
explosive and slow

Module 10: Identify and describe equipment on board for use in a medical emergency. ½
Medical
Emergencies List the basic steps to responding to a medical situation/ emergency. ½
and Medical List the steps to take to ensure personal protection when responding to a ½
Training medical situation/ emergency.
Emergency equipment on board (First Aid Kit, Emergency 1
Medical Kit, Automatic Defibrillator, Personal Protection)
Identify and describe the equipment on board for use in a medical ½
emergency.

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 Basic First aid List the basic steps to responding to a medical ½
And situation/ emergency.
Personal protection
List the steps to take to ensure personal protection ½
when responding to a medical situation/ emergency
CPR, AED and Define CPR and AED (automatic external 1
Heimlich Maneuver defibrillator) and explain Under what circumstance
they are used.
Explain the Heimlich maneuver and when it is 1
appropriate to use it.

Review and summarize content. ½

Present Module quiz. 1
Module 11: Recognize what constitutes dangerous and hazardous materials and identify 1
Introduction the appropriate response or procedure to deal with it.
to What are Dangerous Goods? List and describe characteristics of ½
Dangerous Applicable Regulated Dangerous Goods
Goods Materials Explain why important to recognize 1
Dangerous Goods
Explain why important to recognize 1
Dangerous Goods
Hazard Class Definitions - Identification and Recognition ½
• Identify the standardized labels and markings for dangerous
goods and Dangerous Goods.
Precautionary Measures Explain standardized procedures followed 1
- Enforcement and Reporting in case of suspect items and materials on
board an aircraft.

Explain the role in enforcement and 1

reporting of dangerous goods and
Dangerous Goods

Review and summarize content. ½

Module quiz 1
Module 12: Identify the current threats to today’s aviation industry. ½
Aviation Threats to the Industry - Bomb Threats, Hostage/Hijacking, 1
Security Threatening or Abusive Passengers ( Identify and describe the major
threats to the aviation industry).
Recognizing and List behaviors that might indicate a potential threat to ½
Responding passengers and crew
to Suspicious List the possible responses of the cabin crew when ½
Activities, facing a disruptive passenger
Disruptive List the agencies that support aviation security and
passengers provide assistance in time of threat. ½
and other Threats List the goals of these security agencies. ½
List the security situations that law enforcement and ½
government agencies will respond to
Cabin Crew’s Role in Aviation Security 1
• Explain the role and responsibilities of the cabin crew in maintaining strict
security measures as required in the aviation industry.
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 Review and summarize content. 1

Present Module quiz. 1

Module 13: Identify airline catering and the food service provided on flights ½
Introduction Airline Catering Explain the functions that airline catering companies 1
to provide and how they fulfill their functions.
Airline Explain why airlines use food caterers 1
Catering Describe the conditions in which catering companies 1
and Food work
Service Identify the key catering companies and the organization ½
that most of them belong to
Galleys and Identify basic galley equipment technology. ½
Equipment Conduct a pre flight galley check. ½
Familiarization Understand the steps involved when receiving catering 1
services.
Follow proper security procedures. 1
Understand the acronyms and definitions for meal codes.
Service types Describe different types of services offered by airlines. ½
and levels Differentiate between a One-Step Meal Service and a 1
Multi-Step Meal Service.
Explain the importance of following service delivery 1
standards and procedures as outlined in your cabin crew
training and service delivery manuals

Food and Identify the three main factors that contribute to food 1
Service borne illnesses.
Hygiene Identify the most common types of food borne illnesses. ½
Identify the steps that cabin crew can take to avoid ½
spreading or contracting food borne illnesses.

Describe the procedures you should follow if a passenger 1

or crew member becomes ill because of suspected food
borne illness.

Conclude Conduct Review ½

Course:
Summarize main points ½

Conduct Course Evaluation 1

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Practical – (Common & Core Competencies)

No. of Practical Topics Hours

period 2-hour/practice
Familiarization I. Airport 6
II. Aircraft 6
III. Aviation Equipments 6
1. IV. Airport security system 4
V. Aircraft Parking system 4
VI. Traffic 4
2. Hospitality to Passengers 8
Basic First aid & Personal protection
3. 6
4. Aircraft Operation Management System 8
Checking of Air Manual Ticketing 5
5.
Ticket Electronic Ticketing 5
6. Emergency situation handling 5
7. Passenger Handling 6
8. Boarding Pass issue 6
9. Airport Operation 6
10. Passenger Cargo handling 8
11. Call receiving and communication with customers 5
12. Safety, Precaution and first Aid. 10
13. Baggage checking procedure 8
14. Hospitality management in Aviation 16
15. Hotel Management 8
16. Hygienic control in Aircraft 5
17. Immigration clearance system 5
18. Grooming & appearance 20
19. Catering and food and barbarize service 40

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 Equipment List:

Name of Equipment Quantity

Computer 12
Chair 120
Table 50
Multi-media projector 1
White board 8
Aircraft HS-748 1
Safety Equipments
O2 Cylinder 2
Co2 Cylinder 2
Life Jacket 6
Oxygen Mask 6
Fire Extinguisher 10
Fire Bucket 4
Safety Helmet 6
Aircraft Equipments Lab 1
Model Aircraft 4
Ticket printer 1
Sample Ticket book 10
Sample Trim Sheet 10
First Aid box 2
Display Board 4
Catering Instruments 25

Reference Books:
1. Cabin Attendants Safety Training Manual,
Published by “International Civil Aviation Organization (ICAO)”
2. Flight Crew Training Manual
Published by “Airbus”
3. Flight Attendant Careers
Published by “New Age International (P) Limited”
(Formerly Wiley Eastern Ltd)
4. Rules and Regulation of Cabin Attendants
Published by “International Air Transport Association (IATA)”
The End

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