ABSTRACT
The intent of this chapter is to provide crewmembers with useful conflict management information that can be useful in dealing with others in the course of doing their job, whether they are on the flight deck or in the cabin. We are not so presumptuous to believe we have all the answers for dealing with conflicts and confrontations. We do have experience in law enforcement, CRM, and human factors that provide an insight into human relationships and a sound basis for our tried and proven conflict resolution techniques. Dealing with passengers on a daily basis is not easy, Just like police officers, flight crewmembers can grow weary of dealing with individuals and their associated problems. We will not bog down the reader with complicated solutions, exhaustive studies* and drawn out explanations to conflict. We provide simple and effective techniques that will make crewmembers" jobs much easier as they interact with the traveling public and each other.
