A Study on Dialectic Skills in Aviation Services

Abstract

Introduction

Communication skills are very important for customer satisfaction, airline services are not exception to it. Present article is a trivial research based attempt to know the gender perception for dialectic skills of staff during flight service.

Dialectic skills: communication is important part in every field but in aviation sector it becomes more important when passengers are flying high and there is no source of information if they face any problem. At that time cabin crews are crucial part of interaction. These are very important as part of inflight services. So staff in flight should be communicative, soft spoken, clear in voice, having friendliness in attitude, responsiveness and interactive. Sanyal and Hisam (2016).

Interactive: Cabin crew are required to be interactive. They are frond end employees. They need to provide all the required information to customers. From welcoming to seeking parting to passengers they need to be interactiveKumari S (2018).

Timely Response: Timely response is important whenever passenger need their help. It may be genuine demand of water or emergency service they are required to be ready for help.

Attitude and friendliness: while talking positive attitude and friendliness is required in communication to encourage passengers to response when needed

Clarity and frequency: Communication to passengers should be clear and frequent. It is important as they are the only resource passengers seek for ant help.

Soft behaviour: Behaviour of crew should be soft even if passengers are in anger due to their nature or any criticalsituation.

Communication: All communication should be clear and without any gap. Kumari S (2018).

To know the passengers satisfaction in gender category of male and female present study has been conducted. As assumption of homogeneity Male= 78 and Female = 134 is not met thats why non-parametric test is used for the study that is Mann Whitney U test.