12 jun To be daring is to be afraid and yet at the same time take action!
Can you relate to being in a situation that demands action? Some time ago, I got off the bus in Haarlem – Netherlands – 3 other passengers got out at the same time. Two men and one lady. One of the men started to shout at the other man. It looked like they were going to have a fight. You’re there! What can you do? All of a sudden I heard myself shout: “let go”! That was exciting! All three looked at me astonished. In the meantime more people gathered round. Two spectators held the two men who had started to fightand were trying to calm them down. Fortunately this worked! The lady turned to the two men, told them to stop and to go with her. Luckily they listened. Phew, this was scary. I was glad it ended this way!
On board, I remember a totally different situation that asked for action aswell.
I invite you to read my lead article.
Article: To be daring is to be afraid and yet at the same time take action!
Sometimes it feels “lonely at the top” being purser. The moment the doors are closed, the cabin is “yours”. Of course, you’re joined by the cockpit-crew and cabin crew! You act as a team, you are in this together!
However, sometimes situations occur, that need you as purser, to immediately deal with them! Often this is quite daring and exhilarating!
I remember a situation being purser on European flights. At Amsterdam Schiphol Airport, our aircraft was stationed at the platform. There was no aviobridge, being far away from the terminal. Arriving at the aircraft, we noticed there was no cleaning crew onboard and the cabin was a mess. It was just 10 minutes before boarding time…! What should we do? The phone didn’t work, there were no cockpit crew on board yet: zero communication with the “outside world”!
So we started to clean the aircraft ourselves: I asked the cabin crew to change the headrest-covers. Together we checked seatpockets and removed rubbish. Fortunately, thecockpit crew soon arrived and they were able to call a cleaning crew. Just as the cleaning crew arrived, so did two buses full of passengers. The driver of the first bus hooted his horn for the “thumbs up” to board. At that moment the catering also arrived…
In a split second I decided to go down stairs, to enter the bus and to ask for the microphone. Our destination was Barcelona. In Duch, English and Spanish I introduced myself, and described the situation. I mentioned that we were doing our utmost to get the aircraft ready for them to board as soon as possible. I asked for their understanding and for them to be patient for 15 more minutes. I repeated this in the second bus.
I remember this was quite nerve-racking, but I also remember I felt good immedeately after this action! Within fifteen minutes, I was able to give the “thumbs up”for the passengers to commence boarding and we got compliments for our efforts.
The moral of this story: Take action when the situation asks for it! Even when you think it is daring and nerve-racking!. Sometimes it requires you to make an extra effort and be brave: showing ‘guts’ is being afraid and yet doing it anyway!
I invite you to have a look at the Youtube film: dare. It only takes a few minutes and it is worth it!
PS in one of the following eZines you’ll read about managing aggression on board.