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Students tackle conflict in flight

Posted: 15 November 2018

Students from West Nottinghamshire College have been learning about how to handle the more challenging aspects of working in the travel industry.

Maria Gunning (centre) passed on her specialist knowledge to travel and tourism students
Maria Gunning (centre) passed on her specialist knowledge to travel and tourism students

The year two BTEC Extended Diploma Travel and Tourism group have welcomed Maria Gunning from Thomas Cook to the college, as she passed on her experience of managing conflict in aviation.

Maria, who is cabin manager for one of the UK’s best-known travel groups, spent a day with the students, to help them prepare for their assignment unit on conflict management techniques and procedures.

She gave examples of the kind of conflict situations which cabin crew can encounter on a flight, such as disagreements between staff and passengers as well as dealing with disruptive or abusive passengers during a flight.

Seventeen-year-old student Rebekah Evans, said: “Maria gave us realistic examples of situations of conflict she has worked on during her career and advised us on how to deal with them professionally.

“Her visit was invaluable as our group is currently working on role play scripts where we’re mocking up situations of conflict and learning how to handle it in the appropriate manner.”

Tutor Sabrina Sandhu said: “We’re thankful to Maria for giving up her personal time to come into college and support our students with this topic. Her first-hand experience is invaluable and gives the learners an insight into the more challenging aspects of working in aviation and what they will be dealing with when they secure employment within the industry.

“Students worked in small groups with Maria and really benefitted from her knowledge of the industry and had the opportunity to ask many questions in relation to working as cabin crew.”

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