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Tip Five: Never Loose Your Cool, Ever!

This one goes hand in hand with Tip #2 (Never Hurry). When dealing with supervisors, the crew desk, CSRs, passengers, whoever---never ever lose your cool.

It's a very natural reaction for people to reflect the moods of others in their close proximity. We've all been there before with our co-workers. You could be working in the galley with someone that is angry, stressed, upset, and rushed. You start to get in a bad mood also. Or you are standing in line waiting to check in at the gate. Some idiot is gabbing into a cell phone and yelling at the gate agent at the same time. You start to get tense...

Recognize this and prevent it. Especially when dealing with fellow UAL employees.

Being stressed conveys the illusion that you are not in control of your situation. And someone who appears to not be in control will get taken advantage of.

Real life examples?

Okay:

  • Pursers, are stressed out CSRs rushing and closing the aircraft door when you specifically tell them not to? Don't stress because it's not a problem. Calmly and slowly call the cockpit to have them bring back the jet bridge until you give the okay. If you followed my advice in Tip #3 (Know Your Job) then you would know the appropriate situations for this.
  • Is the passenger in 6A upset because he didn't get his first meal choice? Let him race down the road to Heartattackland, not you. Wish him a good trip and a safe triple bypass. But don't internalize his meal choice problems.
  • Are late-arriving passengers freaking out because their luggage the size of Wisconsin must be gate-checked on a 737? No problem. Keep your cool. You've got all the time in the world.

There's no rush. Repeat out loud in your head our previous advice:

Lack of planning on your part does not constitute an emergency on mine.

Be nice, be helpful, be courteous. But don't be stressed just because everyone else is. That's their problem.

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