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Countries in the Middle EastYemenSana’aSana’a Int’lSAHCountries in Asia and AfricaCountry NameCity NameAirport NameIATA Airport CodeAngolaLuandaLuanda Int’l AirportLADBrisbaneBrisbane Int’lBNEMelbourneMelbourne Int’lMELAustraliaBangladeshChinaPerth Int’lPERKingsford – Smith Int’lSYDDhakaZia Int’lDACHong KongChek Lap Kok Int’lHKGBeijingBeijing CapitalPEKGuangzhouNew BaiyunCANEthiopiaAddis AbabaAddis Ababa Int’lADDGhanaAccraAccra Int’lACCAhmedabadSardar Vallabhbhai Patel Int’lAMDBangaloreBangalore Int’lBLRMumbaiChatrapati Shivaji Int’lBOMKolkataKolkata ery Int’lCOKDelhiIndira Ghandi Int’lDELHyderabadBegumpet Int’lHYDChennaiAnna Int’lMAAThiruvananthapuramThiruvananthapuram Int’lTRVIndonesiaJakartaSoekarno Hatta Int’lCGKIvory CoastAbidjanAbidjan Int’lABJOsakaKansai Int’lKIXNagoyaNagoya KomakiNCOKenyaNairobiJomo Kenyatta Int’lNBOKoreaSeoulIncheon Int’lICNJapanLibyaTripoliTripoli Int’lTIPMalaysiaKuala LumpurKuala Lumpur Int’lKULMaldivesMaleMale Int’lMLEMauritiusMauritiusMauritius Int’lMRUMoroccoCasa BlancaMohamed V Int’lCMNNew ZealandNigeriaPakistanPhilippinesSingaporeSouth Africa15PerthSydneyAucklandAuckland Int’lAKLChristchurchChristchurch Int’lCHCLagosLagos Int’lLOSIslamabadIslamabad Int’lISBKarachiJinnah Int’lKHILahoreAllama Iqbal Int’lLHEPeshawarPeshawar Int’lPEWManilaNinoy Aquino Int’lMNLSingaporeChangi Int’lSINJohannesburgJohannesburg Int’lJNBDurbanDurban Int’lDURCape TownCape Town Int’lCPTSri LankaColomboBandarnayake Int’lCMBSudanKhartoumKhartoum Int’lKRTTanzaniaDar-Es-SalaamDar-Es-Salaam Int’lDARThailandBangkokBangkok Int’lBKKTunisiaTunisTunis Int’lTUNUgandaEntebbeEntebbe Int’lEBB

For the latest information on the Aircraft codes refer to emirates.comClick on Plan and BookClick on Essential InformationClick on Airports WorldwideActivity 7: Airport CodesUsing the sample ticket below write the:Airport codes:City names:Identify the country names:16

Image and Uniform DepartmentBefore we introduce you to the Emirates Cabin Crew uniform, we will be providing you with a training uniform. This uniform is a redpolo shirt that you will need to wear with black trousers. Please look at the photo and read the information below about the companyexpectations/standards while wearing this uniform. This uniform will be worn from day 1 of SEP and each day until you are in servicetraining after which you will be provided with your cabin crew uniform.Polo Shirt x2 provided by EmiratesBlack trousersShoesYour polo shirt should be tucked in loosely into the waistband of your trousers and gentlyeased out to allow the fabric to fall neatly.These need to be your own and can be of smart or casual style. Combat, three-fourthlength trousers, ripped or torn may not be worn.Black pumps, trainers or any preferred style of black shoe may be worn. For the ladies,these must be flat.Must be clean and neatly tied away from the face at all times.HairMust be worn at all times including foundation, blusher, mascara and lipstick.Make-upPersonal Grooming - LadiesTo be well manicured with a minimum of clear polish at all times.NailsOne pair of stud earrings, no necklace and one ring per hand.JewelleryA conservative styled watch is to be worn at all times.WatchMust be neatly trimmed and worn in a conservative style. Excessively spikedHairPersonal Grooming - Gentlemenor gelled hair is not permitted.Facial HairJewelleryWatchMust be clean shaven every day. A moustache is permitted provided it isneatly trimmed. Side burns must be no lower than the centre of the ear.Only a ring is permitted.A conservative styled watch is to be worn at all times.No other items other than those mentioned should be worn with the uniform. Visiblepiercings, tattoos or henna is not permitted.You are required to report for duty dressed correctly in the uniform provided. You must lookwell groomed throughout your duty and until you return to your accommodation.General Behavior Smoking - Smoking is only permitted in the designated area which is on the 7th flooroutside balcony. Eating- Eating is only permitted in the designated areas which are break out roomson all floors and the 7th floor restaurant. Eating or drinking is not allowedwhilst walking around the college or standing in corridors.Please remember that you are representing Emirates Airline whenever you are in uniform and therefore you are expected toact in a professional manner at all times.17

Business Dress Code When Visiting Emirates FacilitiesWhen visiting the Emirates facilities, all employees are required to dress according to the dress code (BUSINESS APPROPRIATE).This is to maintain the company’s cultural and professional image. Some basic examples are mentioned below:Male Staff Coloured wool, cotton or linen suitsAcceptable attire includes Long-sleeved, well-pressed dress shirts, with button-down or straight collar with a tie Coordinated blazers, jackets or jumpers with dress trousers Woven leather loafers or smart shoes with socks; shoes should be always polished Minimal but high quality accessories such as ties, belts and jewelleryFacial hairClean shaven at all times.Hair CareNeat, well trimmed style.Men have a built in advantage, because daily shaving acts as naturalMale GroomingSkin Careexfoliation, regularly removing dry, dead skin from the skin surface. A facialcleanser and a light moisturizer formulated for your skin type are the mostimportant skin care products for any man.FragranceWear colognes or scented aftershaves with a light touch.Other grooming details such as hand care, dental hygiene, hair care and controllingperspiration are important for every professional. Jeans of any type Sweat pants or jogging pants Shorts of any type or length T-shirts of any typeUnacceptable attire includes Tank and cropped tops, any upper body garment that bares the shoulders and/orexposes midriff skin Sweat shirts Garish print sport shirts Sport team jackets Hiking boots, sneakers, tennis/running/training shoes and sandals of any kind.Female Staff Tailored trouser suitsAcceptable attire includes Skirted suits, tailored separates or tailored business dresses Blouses with short or long sleeves Court shoes, sling backs or peep toed shoes Accessories such as scarves, gold or stainless steel watch and minimum jewelleryHand andnailsFrequent application of a hand cream will prevent dryness and chipping.Nails look better buffed and polished.Effective hair styles are perfectly cut and shaped, look natural, not overlyHairbe secured in a suitable style. Hair colour should be of a natural look.Female Grooming:A professional image is made up ofA day and night cleansing routine removes make-up, environmentalmany elements, but they all cometogether to make one powerfulsprayed and flatter the individual face and skin tone. Wild curly hair needs topollutants, oil perspiration and debris from your skin. Moisturizing softens theSkin Carestatement.skin and attracts moisture from the air. Products that contain (humectants)emollients keep the skin soft. The sun is the worst enemy of the skin. Sunprotection is essential with every day basics.Make-upFragranceNatural make-up is recommended; it conceals flaws, accentuates attractivefeatures and creates a polished look.Consider choosing a light, fresh scent and apply it sparingly.18

Female Staff Denim trousers, skirts, dresses or jackets Leggings or skin tight trousers Tight clothes of any nature which would be perceived as revealing Shorts of any type Leather trousers, skirts or jackets Mini/Short skirts (shortest acceptable length is mid knee) T-ShirtsUnacceptable attire includes Garments with printed slogans Tank tops, camisoles or spaghetti strap tops, any strapless or sleeveless upper bodygarment that bares the shoulders or one that exposes midriff skin Sweat shirts See-through voile or chiffon blouses, skirts or trousers or excessively scanty ortransparent garments in general Excessively plunging or revealing necklines Sneakers, strappy sandals and flip flops19

Cabin Crew Training - Service DeliveryCabin Crew Training ProgrammeThe Cabin Crew Training Programme is intense and covers the five disciplines outlined below:Induction andImage and UniformSafety andEmergencyProcedures (SEP)SecurityGroup MedicalTraining (GMT)Cabin Service Training(CST)It includes: theory sessions in a class room environment practical sessions on a flight simulator daily feedback on performanceThroughout training observation and assessment will occur on the following four competency areas:1. Professional Awareness2. Professional Image3. Interacting with Colleagues4. Interacting with Passengers(1) Induction and Image and Uniform Training ProgrammeThe following topics will be covered – Welcome to Emirates Welcome to training Corporate InductionInduction Customer Journey Training Discover Dubai Tour E-Learning Medical Formalities Uniform standards Nail careImage and Uniform Fitness and nutrition Skin care Hair care Make-up(2) Safety and Emergency Procedures Training Programme (SEP)The following topics will be coveredPlease ensure you familiarise yourself with the aviation terminology at the back of this booklet.Aircraft Specific Types of aircraft Emergency equipment Aircraft SystemsGeneral Safety Anticipated emergencies Decompression Fire Survival after an emergency evacuation Turbulence Unanticipated emergenciesLegal Licensing Sessions Basic aeronautics Cabin Crew briefings Crew Resource Management (CRM) Flight Time Limitations (FTL) Licensing requirements Manual Safety Demonstrations20

Although the above topics will be covered in detail during the set programme, we recommend that you visitthe below website in preparation for the course. Crew Resource Management: www.psychologymatters.org/crm.html: en.wikipedia.org/wiki/Crew Resource Management Decompression: www.wikipedia.org/wiki/Cabin pressurization Ditchings: www.wikipedia.org/wiki/Ditching Fire: www.casa.gov.au ( search ‘Fire’ ) Turbulence: www.casa.gov.au ( search ‘turbulence’ ): www.wikipedia.org/wiki/Turbulence(3) Security TrainingThis training programme covers the following topics: Sabotage Security checks HijackingSecurity Classroom Weapons recognition Customs regulations and Outstation procedures Conflict management Personal securityCabin Service Trainer (CST) /Emergency Evacuation Simulator (EES)Security Self Defence Room Sabotage and Least Risk Bomb Location (LRBL) Pre-departure security checks Advanced restraint techniques Self defence techniquesGuidelines for personal security in Dubai/Outstations.Home security: Always lock your front door of the apartment Do not give your keys to anyone, i.e. cleaners, friends, etc Check that valuables are kept in a safe placeOut and about in Dubai: Keep valuables close at hand, i.e. mobile phones, handbags, etc Ride in reputable and marked taxis only Keep company information confidential Don’t accept anything from strangers, i.e. food, drinks, cigarettes, etcHotel security: Don’t mention your room number out loud Check your room with your door open Become familiar with your emergency exits Check I.D’s of persons entering your room, e.g. room service When leaving your hotel, check that all possessions are secure, i.e. lock baggage, use your hotel safe.Out and about at an Outstation: Be respectful of local culture, customs and laws Do not wear too much expensive jewellery Avoid the ‘rough’ areas of your city. Check with your hotel concierge if in doubt. Don’t travel more than 50 miles (80 km) from your hotel. Be within one hour’s travel by land. Leave a contact number with your Purser/SFS when you’re leaving and not staying at a hotel Don’t accept anything from strangers, i.e. food, drinks, cigarettes, etc Baggage:21 Be responsible for the contents of your own bags Pack your own bags Don’t carry anything for anybody Never leave your baggage unattended, i.e. at airports, hotels, etc , and keep it locked.

(4) Group Medical Training (GMT)The table below highlights the subjects which will be covered in the classroom and through home assignments.Classroom TopicsE-learning Module Aircraft Medical Equipment Diabetes Anaphylactic Shock Epilepsy Asthma First Response (Definition, Aims) Back Care & Manual Handling Fracture Basic Anatomy & Physiology Health Promotion Basic Life Support Heart Disorders Bleeding In-flight Childbirth Breaking Bad News Medlink (ground medical assistance) Burns Shock Choking Sprains & Strains Cardiac Emergencies Abdominal/Chest Injuries Alcohol IntoxicationPre-course assignment Topics Appendicitis Death on Board Dislocation Eye Injury Food Poisoning Head/Neck Injury Hyperventilation Stroke Temperature Related IllnessWe recommend to you visit the website listed below in preparation for the In-flight Medical Care and Basic Life Support courseAmerican Heart Association http://www.americanheart.org/American Red Cross http://www.redcross.org/St.Johns Australia http://www.stjohn.org.au/St.Johns UK http://www.sja.org.uk/sja/first-aid-advice.aspx(5) Cabin Crew Service Training Programme (CCST) The Emirates Group Cultural Understanding Customer ProfilesOur Customer Experience Communication Skills Your Working Environment Etiquette & Ambience Food & Beverage Documentation Cabin Crew Manager Talk/Human Resources TalkPrepare to Fly Scheduling talk IT Refresher Licensing requirements22

Cabin Crew and Training Team OverviewCabin Crew Managers report to their designated Manager of CabinManager Cabin CrewMCCCrew on a regular basis with any related issues to crew and they willoversee the development of their team and the department.Cabin Crew ManagersCCMCrew will be designated a specific Cabin Crew Manager who they willreport to on a regular basis to assess their onboard performance.Senior Flight PurserSFPTo provide feedback on the overall Service Delivery products onboardand monitor quality control.PurserPURResponsible for the performance of the cabin crew and all aspects ofthe cabin service (in all cabins). Team leader.Senior Flight Steward/essSFSSenior crew member responsible for the crew and service in Economyand Business Class cabins.First Class Crew - Grade 1FG1Responsible for the delivery of the in-flight product in the First Classcabin.Business Class Crew – Grade 1G1Responsible for the delivery of the in-flight product in the BusinessClass cabin.Economy Class Crew – Grade 2G2Responsible for the delivery of the in-flight product in the EconomyClass cabin.Ab-initio – GraduatingSupernumerarySUPYOnce you have graduated from training you will have a supernumeraryflight on both the Airbus and Boeing aircraft or A380 aircraft.A supernumerary is an additional member of the team who is part ofthe initial crew complement.Training SpecialistsTSTraining Specialists are our training professionals who are responsiblefor design, delivery, evaluation and the quality of our training. Many exCabin Crew have taken this career path.Training OfficersTOTraining Officers are responsible for delivery of our courses inpartnership with the Part-Time Trainers. This role is the first step on thecareer path to Training Specialists.Part-Time Trainers23Part-Time Trainers are members of the cabin crew team who spendtheir time training our Abinitio and existing crew for upgrade courses.You will meet them in your course!

Learning StylesLearning styles are ways in which each person concentrates, processes, absorbs and retains, new and challenging information.Learning styles fall into three main categories: Visual Auditory KinestheticAt Emirates we take into consideration the preferrred learning styles of the individual. We find this important when encouraging you tolearn. Although most people have a preferred style, we understand that every learner develops through a blend of styles. We deliverlearning through an awareness of a blend of styles, which suits the broad needs of a group. Furthermore this gives you the opportunityto develop alternative learning styles, along with the sense of achievement and a willingness to take on more training situations in yourfuture career.Our group of dedicated and enthusiastic trainers are here to help you develop your knowledge and skills, in order for you to become acabin crew member. You can find further details on learning styles below:1) Visual – information is presented through pictures, videos, books.Learning Strategies As much as possible, translate words and ideas into symbols, pictures and diagrams. Draw symbols and pictures to facilitate recall. Mark the margins of your workbook with key words, symbols, and diagrams to help you remember text. Use highlighter pens of contrasting colours to “colour code” information. When learning mathematical or technical information, make charts to organize the information. Create charts and diagrams to illustrate key concepts. Use the computer to assist in organising material that needs to be memorised.24

2) Auditory – information is presented orally.Learning Strategies Work with a “study buddy” on an ongoing basis to review key information and prepare for exams. Talk out loud to aid recall - read your notes and textbook out loud. Tape record lectures and replay these later Create your own audio tapes by reading notes and textbook information into a tape recorder. When learning mathematical or technical information, “talk your way” through the new information.State the problem in your own words. Reason through solutions to problems by talking out loud to yourself or with a study partner. To learn a sequence of steps, write them out in sentence form and read them out aloud.3) Kinesthetic – you are physically doing a ‘hands on’ activityLearning Strategies As much as possible, translate words and ideas into symbols, pictures Note down key words/draw pictures/make charts to help you remember the information When studying, walk back and forth with notes and read the information out loud. Think of ways to make your learning tangible, i.e. something you can put your hands on. When reviewing new information, copy key points onto a large writing surface. Make use of the computer to reinforce learning - use graphics, tables and spreadsheets to furtherorganise material that must be learned. Listen to lectures while exercising. Make your own tapes containing important course information.Activity 9: Learning Style QuestionnaireTo find out your learning style: complete the questionnaire in the next section. add your score to determine your learning style. bring the completed questionnaire to training on day 1 of Induction.(Bibliography for Learning Style Preference Information was taken from Learning Styles Survey bySuzanne Miller)For further information you can search“Learning Styles” through various websites.25

Brain FoodsThe brain is an extremely

referred to as military time, army time or railway time. Airlines use this in their flight schedules and rosters. The diagram below gives an indication how to use the 24-hour clock. Examples: 8.00 am 5.30 pm Activity 6: 24-Hour Clock Change the below timings to a 24-hour cloc