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Ç×°ø»ç ¸éÁ¢¿¡ ²À ³ª¿À´Â ¿µ¾î ·ÑÇ÷¹À×(Role playing) 60°³

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2022-07-22
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±¹³»¿Í ¿Ü±¹Ç×°ø»ç ¸ðµÎ ·ÑÇ÷¹À× ´äº¯Àº ¸·¸·Çϱ⸸ ÇÕ´Ï´Ù. ÇÏÁö¸¸ ¸éÁ¢°üµéÀº ÇöÁ÷ ½Â¹«¿ø °°Àº Á¤È®ÇÑ ´äº¯À» ¿øÇÏ´Â °ÍÀÌ ¾Æ´Õ´Ï´Ù. ±×Àú Áö¿øÀÚÀÇ ÀÚÁúÀ» È®ÀÎÇÏ°í »óȲ ´ëó´É·ÂÀ» È®ÀÎÇÏ°íÀÚ Áö¿øÀÚ¿¡°Ô Áú¹®À» ´øÁö´Â °ÍÀÔ´Ï´Ù. µû¶ó¼­ ·ÑÇ÷¹À׿¡´Â Á¤´äÀÌ ¾ø½À´Ï´Ù. ¿Ïº®ÇÑ ¿À´äÀ» ¹þ¾î³ª±â À§ÇØ ÀÌ Ã¥ÀÌ Á¸ÀçÇÏ´Â °ÍÀÔ´Ï´Ù.

Àú´Â ¿¡¾î¾Æ¶óºñ¾ÆÇ×°ø°ú ¿¡¹Ì·¹ÀÌÆ®Ç×°ø¿¡¼­ 5³â°£ ºñÇàÀ» Çß½À´Ï´Ù. ÀÌÈÄ ½Â¹«¿ø Çпø°ú ¸éÁ¢°ü ±×¸®°í ´ëÇÐÀÇ Ç×°ø¼­ºñ½ºÇаú¿¡¼­ 10³â°£ÀÇ ±³À°°æ·ÂÀ» °¡Áö°í ÀÖ½À´Ï´Ù. ÀÌ·¯ÇÑ °æÇè°ú ³ëÇϿ츦 Ç×°ø»ç¿¡ ²À ³ª¿À´Â ¿µ¾î ·ÑÇ÷¹À׸¸À» À§ÇÑ ÀüÀÚÃ¥À¸·Î , 117ÆäÀÌÁöÀÎ PDFÀüÀÚÃ¥ ÀÔ´Ï´Ù. ±¹³»¿Í ±¹¿ÜÇ×°ø»ç Áö¿øÀÚµéÀÌ ²À Âü°íÇϸé ÁÁÀ» ³»¿ëµéÀ» ´ã¾Ò½À´Ï´Ù.

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1. ¼­ºñ½º°ü·Ã ·ÑÇ÷¹À× Service related questions (1-20)

1. A passenger complains that all crews were hitting his arm rest when they were passing through the aisle. He got angry and only wanted to talk to the purser. How would you handle it? ½¬°í ÀÖ´Â ½Â°´À» ºÎÁÖÀÇ·Î ¹æÇØÇÑ ½Â¹«¿ø, ³Ê¹« È­°¡ ³­ ½Â°´Àº ´ç½Å ¸»°í »ç¹«Àå°ú À̾߱âÇÏ±æ ¿øÇÑ´Ù. (19P)

2. There is a family with many kids on board. One of the other passengers complains that he cannot rest properly because of the noise the kid made. ÇÑ ½Â°´ÀÌ ¾ÆÀ̵éÀÌ ½Ã²ô·¯¿ö ½¯ ¼ö ¾ø´Ù°í ºÒÆòÇÑ´Ù. ¾ÆÀÌ´Â ºÎ¸ð¿Í ÇÔ²² ÀÖ´Ù. (20P)

3. So then you went to a family with many kids and asked them to be quiet. Now, the mother got angry because she thinks that her kids have the right to play like that. ±×·¡¼­ ±× ¾ÆÀÌ¿Í ºÎ¸ð¿¡°Ô °¡¼­ Á¶¿ëÈ÷ ÇØ ´Þ¶ó°í Çß´õ´Ï, ±× ¾ö¸¶´Â ¾ÆÀÌ¿¡°Ôµµ Áñ±æ ±Ç¸®°¡ ÀÖ´Ù¸ç È­¸¦ ³½´Ù. (21P)

4. A passenger says it is too cold in the cabin. Another passenger says it is too hot. ÇÑ ½Â°´Àº ´þ´Ù°í ´Ù¸¥ ÇÑ ½Â°´Àº Ãä´Ù°í ºÒÆòÇÑ´Ù. (22P)

5. A passenger found an unknown object from the meal. He considered it a piece of an insect. ½Â°´ÀÌ ½Ä»ç Áß¿¡ À½½Ä¿¡¼­ ÀÌ»óÇÑ °ÍÀ» ¹ß°ßÇß´Ù°í ÇÑ´Ù. ±× ½Â°´Àº ÀÌ°ÍÀÌ ¹ú·¹¶ó°í ÁÖÀåÇÑ´Ù. (23P)

6. A family of five comes on board and they are all sitting separately. But it is full.
´Ù¼¸ ¸íÀÇ °¡Á·ÀÌ °¢°¢ ´Ù¸¥ Á¼®À» ¹èÁ¤ ¹Þ¾Ò´Ù. ÇÏÁö¸¸ ¸¸¼®ÀÌ´Ù. ¾î¶»°Ô ÇØ¾ß ÀÌ °¡Á·À» ÇູÇÏ°Ô ¸¸µé ¼ö ÀÖÀ»±î? (24P)

7. There were two choices of main meal which were chicken and beef. But there¡¯s no more chicken and the passenger wants to have a chicken meal. ´ß°í±â¿Í ¼Ò°í±âÀÇ µÎ °¡Áö ½Ä»ç°¡ ¼±Åà °¡´ÉÇÏ´Ù. ÇÏÁö¸¸ ´ß°í±â ¸Þ´º´Â ´õ ÀÌ»ó ¾ø´Ù. ÇÏÁö¸¸ ½Â°´Àº ´ß°í±â¸¦ ¸Ô±â¸¦ ¿øÇÑ´Ù. (25P)

8. One passenger took off his shoes and another passenger around started to complain about the smell. ÇÑ ½Â°´¿¡°Ô¼­ ¹ß ³¿»õ°¡ Áøµ¿ÇÑ´Ù. ´Ù¸¥ ½Â°´µéÀº ³¿»õ¿¡ ºÒÆòÇÑ´Ù. (26P)

9. There is a crying baby and another passenger starts to complain about the noise. ÇÑ ¾Æ±â°¡ ¿ï±â ½ÃÀÛÇÑ´Ù. ´Ù¸¥ ½Â°´µéÀº ºÒÆòÇϱ⠽ÃÀÛÇÑ´Ù. (27P)

10. You spit red wine at the passenger and he wears a white shirt. ´ç½ÅÀÇ ½Ç¼ö·Î ½Â°´ÀÇ ¿Ê¿¡ ·¹µå¿ÍÀÎÀ» ½ñ¾Ò´Ù. ½Â°´Àº ÇÏ¾á ¼ÅÃ÷¸¦ ÀÔ°í ÀÖ´Ù. (28P)

11. There is a passenger who can¡¯t speak your mother tough even English as well.
¿µ¾î ±×¸®°í ¸ð±¹¾î·Îµµ ÀÇ»ç¼ÒÅëÀÌ ºÒ°¡´ÉÇÑ ½Â°´ÀÌ ÀÖ´Ù. ÀÌ ½Â°´°ú ¾î¶»°Ô ¼ÒÅëÇÒ ¼ö ÀÖÀ»±î? (29P)

12. If a passenger is complaining about their seats or wants to change it. Á¼® º¯°æÀ» ¿ä±¸ÇÏ¸ç ºÒÆòÇÏ´Â ½Â°´ÀÌ ÀÖ´Ù. (30P)

13. (Low Coast Airlines) A passenger complains about why he must buy the food and blanket on board, how will you handle it? (Àúºñ¿ëÇ×°ø»ç) ÇÑ ½Â°´ÀÌ ¿Ö ÀÚ½ÅÀÌ ¿Ö À½½Ä°ú ´ã¿ä¼­ºñ½º¿¡ ºñ¿ëÀ» ÁöºÒ ÇØ¾ß ÇÏ´ÂÁö ºÒÆòÇÑ´Ù. (31P)

14. A passenger asked for a drink which is not available on our airlines and he complains that our competitor serves it on board. ÇÑ ½Â°´ÀÌ ¿ì¸®Ç×°ø»ç¿¡ ¾ø´Â À½·á¸¦ ¿ä±¸ÇÑ´Ù. ±×¸®°í ´Ù¸¥ °æÀïÇ×°ø»ç´Â ±×°ÍÀ» Á¦°øÇÑ´Ù°í ºÒÆòÇÑ´Ù. (32P)

15. What if the passenger suddenly gets upset and shouts at you? ½Â°´ÀÌ °©Àڱ⠴ç½Å¿¡°Ô È­¸¦ ³»°í ¼Ò¸®¸¦ Áö¸¥´Ù. (33P)

16. There is a passenger looks so scared. How would you say? (turbulence, fear of flying) ÇÑ ½Â°´ÀÌ (±â·ùº¯È­ ȤÀº ºñÇà°øÆ÷·Î) µÎ·Á¿öÇÏ°í ÀÖ´Ù. (34P)

17. A junior crew member let a passenger sit by the window before boarding was completed. Later, the passenger for that window seat came on board and they started an argument. ÁÖ´Ï¾î ½Â¹«¿øÀÌ ½Â°´ ž½ÂÀÌ ³¡³ª±âµµ Àü¿¡ ÇÑ ½Â°´À» â°¡ÀÚ¸®¿¡ ¾Éµµ·Ï Çß´Ù. ÇÏÁö¸¸, À̳» ¿ø·¡ â°¡ÀÚ¸®ÀÇ ½Â°´ÀÌ ³ªÅ¸³µ°í µÑÀº ´ÙÅõ±â ½ÃÀÛÇÑ´Ù. (35P)

18. There is a long queue in front of all the lavatories in economy class. A passenger asks if he can use a business class one. ÀÌÄÚ³ë¹Ì È­Àå½Ç¿¡ ÁÙÀÌ ±æ°Ô ¼­ ÀÖ´Ù. À̶§ ÇÑ ½Â°´ÀÌ ºñÁî´Ï½º ¼®ÀÇ È­Àå½ÇÀ» ½áµµ µÇ³Ä°í ¹°¾îº»´Ù. (36P)

19. A passenger is complaining that he is sitting just next to the lavatory. But the fight is completely full. È­Àå½Ç ¹Ù·Î ¿· ÀÚ¸®¿¡ ¹èÁ¤¹ÞÀº ½Â°´ÀÌ ºÒÆíÇÏ´Ù¸ç ºÒÆòÇÑ´Ù. ÇÏÁö¸¸ ºñÇàÀº ¸¸¼®ÀÌ´Ù. (37P)

20. A passenger wants to sleep, but the passenger sitting by the window is not willing to close the window blind. ÇÑ ½Â°´ÀÌ ÀáÀڱ⸦ ¿øÇÏÁö¸¸, â°¡ ¿·¿¡ ¾ÉÀº ´Ù¸¥ ½Â°´Àº â¹®µ¤°³¸¦ ³»¸®°í ½Í¾îÇÏÁö ¾Ê´Â´Ù. (38P)

2. ¾ÈÀü°ü·Ã ·ÑÇ÷¹À× Safety related questions (21-30)
21. A passenger wants to drink more alcohol, but he looks already drunk. ¼úÀ» ´õ ¿øÇÏ´Â ½Â°´ÀÌ ÀÖ´Ù. ÇÏÁö¸¸ ±×´Â ÀÌ¹Ì ÃëÇØ º¸ÀδÙ. (39-40P)

22. You found a passenger smoking in the toilet. ¸¸¾à ´ç½ÅÀÌ ´ã¹è ÇÇ´Â ½Â°´À» ¹ß°ßÇß´Ù¸é? (41P)

23. A lady passenger comes out of the lavatory and you can smell the cigarette. She says she is a non-smoker. ÇÑ ¿©¼º ½Â°´ÀÌ È­Àå½Ç¿¡¼­ ³ª¿ÀÀÚ ´ã¹è³¿»õ°¡ ³ª±â ½ÃÀÛÇÑ´Ù. ÇÏÁö¸¸ ±×³à´Â ÀÚ½ÅÀÌ ºñ Èí¿¬ÀÚ¶ó°í ÁÖÀåÇÑ´Ù. (42P)

24. A passenger asks if he can visit the cockpit. ½Â°´ÀÌ Á¶Á¾½Ç¿¡ µé¾î°¡º¸°í ½Í´Ù°í ÇÑ´Ù¸é? (43P)

25. If there is an air rage passenger on board, how would you handle it? 25) ±â³» ³­µ¿ ½Â°´À» ¹ß°ßÇß´Ù¸é? (44P)

26. A passenger refuses to switch off her mobile phone while taking-off. ÀÌ·ú Áß ÈÞ´ëÆù Àü¿øÀ» ²ôÁö ¾Ê°Ú´Ù´Â ½Â°´ÀÌ ÀÖ´Ù¸é? (45P)

27. What would you offer if a passenger has digestion (headache, fever) problems? ½Â°´ÀÌ ¼ÒÈ­°¡ Àß ¾È µÈ´Ù°í Çϸé (ȤÀº µÎÅë, ¿­) ¾î¶² °ÍÀ» Á¦°øÇϰڴ°¡? (46P)

28. The take-off was delayed due to technical problems. Passengers are starting to complain. Ç×°ø±âÀÇ ±â¼úÀûÀÎ ¹®Á¦·Î ÀÌ·úÀÌ Áö¿¬ µÇ¾ú´Ù. ½Â°´µéÀº ºÒÆòÇϱ⠽ÃÀÛÇÑ´Ù. (47P)

29. If the passengers deny wearing a mask, what would you do? ¸¸¾à ¸¶½ºÅ© ¾²±â¸¦ °ÅºÎÇÏ´Â ½Â°´À» ¹ß°ß ÇÑ´Ù¸é? (48P)

30. If the passenger does not co-operate safety duties likes putting a seatbelt, folding tray table or seatback up right. How would you say to him? ¸¸¾à ½Â°´ÀÌ ¾ÈÀü¿¡ °üÇÑ »çÇ׿¡(º§Æ®¸Þ±â, Å×ÀÌºí ¿Ã¸®±â, µî¹ÞÀÌ Á¦ÀÚ¸®¿¡ µÎ±â µî) ÇùÁ¶ÇÏÁö ¾Ê´Â´Ù¸é? (49P)

3. Ȳ´çÁú¹® ·ÑÇ÷¹À× Unexpected questions (31-40)
31. A passenger comes to you and talks to you non-stop, but you have duties to perform. ´ç½ÅÀº ±â³»¿¡¼­ ½Â¹«¿øÀ¸·Î¼­ ÇØ¾ß ÇÒ ÀϵéÀÌ ¸¹Àºµ¥, ÇÑ ½Â°´ÀÌ °è¼Ó ¸»À» °É¾î ¿Â´Ù. (50P)

32. A passenger asks you how much we earn. ½Â°´ÀÌ ´ç½ÅÀÇ ¿ù±ÞÀÌ ¾ó¸¶³Ä°í ¹°¾îº»´Ù. (51P)

33. A passenger asks you if he wants to take the aircraft's amenities off the cabin as a souvenir. (blankets, headsets, cutlery) ÇÑ ½Â°´ÀÌ ±â³» ¿ëÇ° (´ã¿ä, Çìµå¼Â, ¼öÀú¼¼Æ®)À» ±â³äÇ°À¸·Î °¡Á®°¡±â¸¦ ¿øÇÑ´Ù. (52P)

34. A passenger complains all crews on board are fat and ugly. ½Â°´ÀÌ ¿Ö ½Â¹«¿øµéÀÌ ´Ù ¸ø»ý±â°í ¶×¶×ÇÏ³Ä°í ¹°¾îº»´Ù¸é? (53P)

35. A passenger asks you to get your phone number. ½Â°´ÀÌ ´ç½Å¿¡°Ô ÀüÈ­¹øÈ£¸¦ ¹°¾îº»´Ù¸é? (54P)

36. A very famous celebrity got on board in first class. Some passengers in economy class want to go and get his autograph. One of them even asks you to get it for them. À¯¸íÀλ簡 Àϵ¿¡ ž½ÂÇß´Ù. ÀÌÄÚ³ë¹ÌÀÇ ¾î¶² ½Â°´Àº ½ÎÀÎÀ» ¿ä±¸ÇÏ°í ¶Ç ¾î¶² ½Â°´Àº Àϵ¿¡ °¡µµ µÇ³Ä°í ¹°¾îº»´Ù. (55P)

37. A passenger complaints that our giveaways amenities are useless. ½Â°´ÀÌ ¿ì¸®°¡ Á¦°øÇÏ´Â ÁõÁ¤Ç°ÀÌ ¾µ¸ð ¾ø´Ù¸ç ºÒÆòÇÑ´Ù. (56P)

38. A mother traveling with an infant changes the diaper in the cabin, other passengers complain about the bad smell. ¾Æ±â¿Í ¿©ÇàÁßÀÎ ¾ö¸¶°¡ ±â³»¿¡¼­ ±âÀú±Í¸¦ °¥¾Ò´Ù. ±×·¯ÀÚ ´Ù¸¥ ½Â°´Àº ³¿»õ°¡ ³­´Ù¸ç ºÒÆòÇÑ´Ù. (57P)

39. The flight is almost empty and a passenger asks you if you feel happy because there is nothing to work on much. ½Â°´ÀÌ °ÅÀÇ ¾ø´Â ºñÇà¿¡¼­ ÇÑ ½Â°´ÀÌ ÇÒ ÀÏÀÌ ¾ø¾î Áñ°ÌÁö ¾Ê´À³Ä°í ¹°¾îº»´Ù. (58P)

40. If a passenger asks you to put the heavy bag in the overhead bin. He's got muscle and looks healthier than you. ÇÑ ½Â°´ÀÌ ¹«°Å¿î ÁüÀ» ÁüÄ­¿¡ ¿Ã·Á´Þ¶ó°í ¿ä±¸ÇÑ´Ù. ÇÏÁö¸¸ ±× ½Â°´Àº ±ÙÀ°Áú¿¡ °ÇÀåÇØ º¸ÀδÙ. (59P)

4. Àü¹®Àû Áö½ÄÀ» ¿ä±¸ÇÏ´Â ·ÑÇ÷¹À× Professional roleplaying questions (41-50)

41. How would you handle Wheelchair passengers? ÈÙü¾î ½Â°´ ¼­ºñ½º ¹æ¹ýÀº?(60P)

42. How would you handle Hearing impaired passengers? û°¢Àå¾Ö ½Â°´ ¼­ºñ½º ¹æ¹ýÀº? (61P)

43. How would you handle visually impaired passengers? ½Ã°¢Àå¾Ö ½Â°´ ¼­ºñ½º ¹æ¹ýÀº? (62P)

44. How would you handle deportee passengers? °­Á¦Ãß¹æ ½Â°´ ¼­ºñ½º ¹æ¹ýÀº?
(63P)
46. How would you handle a honeymoon couple? ½ÅÈ¥¿©ÇàºÎºÎ ½Â°´ ¼­ºñ½º ¹æ¹ýÀº? (64P)

46. How would you handle a pregnant passenger? ÀÓ»êºÎ ½Â°´ ¼­ºñ½º ¹æ¹ýÀº? (65P)

47. How would you handle an UM (Unaccompanied Minor) passenger? UM (ºñµ¿¹Ý¼Ò¾Æ) ½Â°´ ¼­ºñ½º ¹æ¹ýÀº? (66P)

48. What kinds of service would you provide for long time traveling passengers? Àå°Å¸® ºñÇà ¿©Çà ½Â°´ ¼­ºñ½º ¹æ¹ýÀº? (67P)

49. What kind of service would you provide for a local Arabic lady? ¾Æ¶ø ÇöÁö ¿©¼º¿¡°Ô ¾î¶² ¼­ºñ½º¸¦ Á¦°øÇØ¾ß ÇÒ±î? (68P)

50. How would you handle if the entertainment system is not working? ¸¸¾à ±â³» ¿£ÅÍÅ×ÀθÕÆ®½Ã½ºÅÛÀÌ °©ÀÚ±â ÀÛµ¿ÇÏÁö ¾Ê´Â´Ù¸é? (69P)

5. īŸ¸£Ç×°ø ·ÑÇ÷¹À× µð½ºÄ¿¼Ç ±âÃâ¹®Á¦ roleplaying discussion questions at Qatar Airways (51-60)

51. There are ten kids but only five toys on board. How would you handle this situation? ±â³»¿¡ ¾ÆÀ̵éÀº ¿­ ¸íÀε¥ Àå³­°¨Àº ´Ù¼¸ °³ ¹Û¿¡ ¾ø´Ù. ÀÌ »óȲÀ» ¾î¶»°Ô ÇØ°áÇϰڴ°¡? (70-74P)

52. You found out your senior is lazy and put her work to you. How would you handle it? ¸¸¾à ³ÊÀÇ ¼±¹è°¡ °ÔÀ¸¸£°í ±×³àÀÇ ÀÏ ¶ÇÇÑ ´ç½Å¿¡°Ô ¹Ì·é´Ù¸é? (75-78P)

53. There were two passengers and they started to fight each other. Moreover, they are shouting and it¡¯s so noisy. Passengers around complaints about the noise they made. How would you handle it as a member of the cabin crew? µÎ ½Â°´ÀÌ ¼­·Î ½Î¿ì±â ½ÃÀÛÇÑ´Ù. °Ô´Ù°¡ ¼­·Î ¼Ò¸®Ä¡¸ç ¹«Ã´ ½Ã²ô·´´Ù. ÁÖº¯ ½Â°´µéÀº ¼ÒÀ½¿¡ ºÒÆòÇϱ⠽ÃÀÛÇÑ´Ù. ´ç½ÅÀº ½Â¹«¿øÀ¸·Î¼­ ¾î¶»°Ô ÀÌ »óȲÀ» ÇØ°áÇϰڴ°¡? (79-81P)

54. There is English family with kids but suddenly their monitor is not working. Kids are crying and their parents are complaining. How would you handle it? ¿µ¾î±Ç ±¹°¡ÀÇ °¡Á·°ú ¾ÆÀÌ°¡ ÀÖ´Ù. °©Àڱ⠸ð´ÏÅÍ°¡ ÀÛµ¿ÀÌ ¾ÈµÇ°í ¾ÆÀÌ´Â ¿ï±â ½ÃÀÛÇÑ´Ù. ±×µéÀÇ ºÎ¸ðµµ ºÒÆòÇÏ°í ÀÖ´Ù. ÀÌ »óȲÀ» ¾î¶»°Ô ÇØ°áÇÒ±î? (83-86P)

55. There is a co-worker who works in the economy together. But she pretends to work only in front of seniors. She never attends, calls-bell, or checks the toilet. How would you handle it? ÀÌÄÚ³ë¹Ì¿¡¼­ ÀÏÇÏ´Â ´ç½Å°ú µ¿·á°¡ ÀÖ´Ù. ÇÏÁö¸¸ ´ç½ÅÀÇ µ¿·á´Â ¿ÀÁ÷ ¼±¹è°¡ º¸´Â ¾Õ¿¡¼­¸¸ ÀÏ ÇÏ´Â ½Ã´¿À» ÇÑ´Ù. ±ÍÂúÀº Äݺ§Ã¼Å©, È­Àå½Çüũ µîÀº ÀüÇô ÇÏÁö ¾Ê´Â´Ù. ´ç½ÅÀº ÀÌ »óȲÀ» ¾î¶»°Ô ÇØ°áÇϰڴ°¡? (87-90P)

56. A passenger is complaining about being asked to change seats because of a passenger next to him who drank a lot. Elsewhere, a mother of three is calling for help. Others are complaining about how noisy they are and why they don't control the children. How would these three deal with when these things happened on board at the same time? ÇÑ ½Â°´ÀÌ ¼úÀ» ¸¹ÀÌ ¸¹ÀÌ ¸¶½Å ¿· ½Â°´ ¶§¹®¿¡ ÀÚ¸®¸¦ ¹Ù²ã´Þ¶ó°í ºÒÆòÇÏ°í ÀÖ´Ù. ´Ù¸¥ °÷¿¡¼­´Â ¾ÆÀÌ ¼ÂÀ» µÐ ¾ö¸¶°¡ µµ¿òÀ» ¿äûÇÏ°í ÀÖ´Ù. ¶Ç ´Ù¸¥ °÷¿¡¼­´Â ½Ã²ô·´´Ù¸ç ¾ÆÀ̵éÀ» ¿Ö ÅëÁ¦ÇÏÁö ¾Ê´À³Ä°í ºÒÆòÇÏ°í ÀÖ´Ù. ÀÌ ¼¼°¡Áö ÀϵéÀÌ µ¿½Ã¿¡ ±â³»¿¡¼­ ¹ß»ýÇßÀ» ¶§ ¾î¶»°Ô ´Ù·ê °ÍÀΰ¡? (91-94P)

57. On one side, Arabs and Europeans are fighting in their own languages. On the other hand, children complain that they can't rest because they are noisy. How to solve this situation? ÇÑÂÊ¿¡¼­´Â ¾Æ¶øÀΰú À¯·´»ç¶÷ÀÌ °¢ÀÚÀÇ ¾ð¾î·Î ½Î¿ì°í ÀÖ´Ù. ¶Ç ´Ù¸¥ ÇÑ ÂÊ¿¡¼­´Â ¾ÆÀ̵éÀÌ ½Ã²ô·¯¿ö ½¯ ¼ö ¾ø´Ù°í ºÒÆòÇÑ´Ù. ÀÌ »óȲÀ» ¾î¶»°Ô ÇØ°á ÇÒ °ÍÀΰ¡? (95-98P)

58. A flight attendant forgot to provide a cup of coffee to a passenger who was in first class. He was upset and complained to the company after he got off the plane. It's a flight from Doha to London, but it's full, so all the seniors are busy and no colleagues are helping. How will you solve the situation? ½Â¹«¿øÀÇ ½Ç¼ö·Î Àϵ ½Â°´¿¡°Ô Ä¿ÇǸ¦ Á¦°øÇÏÁö ¸øÇß´Ù. ±× ½Â°´Àº È­°¡ ¸¹ÀÌ ³µ°í ºñÇà±â¿¡¼­ ³»¸° µÚ¿¡ ȸ»ç¿¡ Ç×ÀÇÇÑ´Ù°í ÇÑ´Ù. µµÇÏ¿¡¼­ ·±´øÀ¸·Î °¡´Â ºñÇà±âÀε¥ ¸¸¼®À̶ó ½Ã´Ï¾îµµ ¸ðµÎ ¹Ù»Ú°í µ¿·áµµ µµ¿ÍÁÖÁö ¾Ê´Â »óȲÀÌ´Ù. ´ç½ÅÀº ¾î¶»°Ô »óȲÀ» ÇØ°áÇÒ °ÍÀΰ¡? (99-102P)

59. It's a flight to Paris but there is no French-speaking flight attendant. One passenger is asking for vegetarian food but is no longer there, and the other two passengers are talking in a loud voice, but they don't know if they are fighting or talking. Nearby passengers are complaining about this. How would you handle this situation? Æĸ®·Î °¡´Â ºñÇàÀε¥ ÇÁ¶û½º¾î¸¦ ÇÒ ¼ö ÀÖ´Â ½Â¹«¿øÀÌ ¾ø´Ù. ÇÑ ½Â°´Àº ä½ÄÀ» ¿ä±¸ÇÏ°í ÀÖÀ¸³ª ´õ ÀÌ»ó ¾ø°í, ´Ù¸¥ µÎ ½Â°´Àº Å« ¸ñ¼Ò¸®·Î À̾߱âÇÏ°í Àִµ¥ ½Î¿ì´ÂÁö ´ëÈ­ÇÏ´ÂÁö ¸ð¸¥´Ù. ÀÌ¿¡ ÁÖº¯ ½Â°´µéÀº ºÒÆòÀ» ÇÏ°í ÀÖ´Ù. ÀÌ »óȲÀ» ¾î¶»°Ô ´Ù·ç°Ú´Â°¡? (103-107P)

60. The meal service has been completed, but passengers are still continuing to press the call-bell and make requests. Also, the cockpit crew asks for help. But the co-workers are sitting in their seats and sleeping. How would this situation be different? ½Ä»ç¼­ºñ½º°¡ ³¡³µ´Âµ¥ ½Â°´µéÀÌ °è¼Ó Äݺ§À» ´©¸£¸ç ¿äûÇÏ°í ÀÖ´Ù. ÀÌ·¸°Ô ¹Ù»Û »óȲ¿¡ Á¶Á¾½Ç¿¡¼­ µµ¿òÀ» ¿äûÇÑ´Ù. ÇÏÁö¸¸ µ¿·á½Â¹«¿øÀº ÀÚ¸®¿¡ ¾É¾Æ Á¹°í ÀÖ´Ù. ÀÌ »óȲÀ» ¾î¶»°Ô ´Ù¸¦ °ÍÀΰ¡? (108-111P)

<ºÎ·Ï> Æí¾ÈÇÑ ºñÇàÀ» À§ÇÑ ÆÁ Tips for comforting in the air (112-117P)