Five ways developing English skills can improve aviation safety

Commercial air travel has existed for the last century - but that does not mean that flying is always without its hiccups. From passengers with medical issues to incapacitated pilots, there is a range of scenarios where problems can arise. Flight attendant training in clear communication can often be key to a quick and safe resolution. 

It is no surprise that air crews with top English-language skills are vital to the safe operation of planes as they cross the sky. Here are five examples of situations – including one surprising finale – where speaking clearly can save the day. 

1. Help travelers handle their fear of flying 

Sometimes fear of flying can grip even the most hardened air traveler. During a flight earlier this year, passengers became distressed after a plane due to land at JFK airport in New York was forced to abort four landing attempts due to bad weather. 

Videos of the event show frightened passengers demanding to get off the plane at nearby Newark airport. They also argued with crew, who were not able to calm them in the moment. 

Instead of trying to individually address each passenger, flight attendants should have listened to their collective concerns. They should then have calmly but firmly explained why the plane would be perfectly safe to continue on to its destination. 

In situations like these, English language and communication skills can help diffuse aggression and avoid confrontations that only make a situation worse. 

Speaking clearly to let passengers know they are perfectly safe is the easiest and quickest way to relieve passenger fears. More importantly, this allows everyone to get back to their seats and get on with enjoying the flight as quickly and safely as possible.

2. Deal with medical emergencies 

We’ve all seen the movies. A passenger on a plane collapses of some unknown ailment and a member of the flight crew cries – “is there a doctor on board?” 

While this is a rare event in real life, British cardiologist Rohin Francis has had to respond to medical emergencies on flights on no fewer than three occasions. In one incident where he responded to a woman who had passed out, Francis was able to save her life after figuring out she was suffering from a heart condition. 

In recounting his life-saving actions, Francis also details that clear communication with air crew and fellow passengers was key to treating his in-flight patient.

Robust training in the aviation industry enables flight crews to convey symptoms in clear English to medical professionals as and when needed. This way, airlines can reduce risks facing unwell passengers and raise the chance of them making a full recovery.

3. Prepare passengers for turbulence 

Nobody enjoys mid-air turbulence while flying. Communicating turbulence clearly to passengers can avoid panic and injuries that could cause problems for your airline later on. 

Writing on Quora, pilot Michael Mullis, who has been flying for more than 25 years, says the best time to discuss turbulence is on the ground before take off. 

Once in the air, he recommends using day to day words – such as air bumps – to describe light turbulence without frightening passengers. Though he stresses the need to use stronger language when necessary. 

This type of clear communication improves aviation safety when it comes to turbulence. By keeping things simple, you can warn fliers ahead of time of any turbulence that might occur. At the same time, you communicate the urgency to act quickly if strong turbulence comes out of nowhere.

4. Communicate with frustrated travelers 

Dealing with angry passengers is a day to day reality for many air crews. Regardless of whether it’s a case of things going wrong, or perhaps someone is just having a bad day, flight crews need to be able to diffuse anger from passengers. This helps ensure a safe and happy flight for everyone else. 

Providing flight attendant training in clear communication is the key to resolving passenger frustration. 

Qatar air crew member Ruth, who goes by Miss Kaykrizz on her YouTube channel, says the first step is listening.

While most people focus on their own speech when it comes to communicating, being able to listen is perhaps the most important English language skill for diffusing anger. 

Ruth says that first and foremost, aircrews must let angry passengers vent their frustrations before they try to solve the problem. This is a clear example of why listening is so important: Calming down a passenger is the best way to reduce risk of escalation. 

Following listening, aircrews’ must show they have properly taken on board the passenger’s concerns. They can do this by communicating how they plan to solve the issues, using clear and well-pronounced English that leaves the customer in no doubt that they have been heard and – most importantly – understood. 

5. Cope with the unexpected

“I’ve got a serious situation here,” the words crackled over air traffic control radio. “My pilot has gone incoherent and I have no idea how to fly the airplane.”

Sometimes things go badly wrong, only for a modern-day miracle to take place. Early in May 2022, a flight instructor and air controller managed to help a panicked, untrained passenger land a plane after the pilot became incapacitated. 

Video footage broadcast by United States news outlet CNN was shared on Twitter, showing the small prop-plane make a successful landing. This was thanks to Robert Morgan, who managed to relay instructions to a passenger who had never flown before. 

After receiving the news that a passenger was in trouble, Morgan gave him unambiguous instructions in clear English that allowed the passenger to take control of the plane. Eventually, he brought both the passenger and the pilot, who had passed out, safely back to earth.

Clear to land

As the world’s global language, English is the best bet for airlines whose routes cross countries and continents. But, as these examples show, knowing some words here or there is not enough to limit the risks that airlines might face in the day-to-day operation of their business. 

Airlines looking to improve their crews’ ability to communicate clearly in English can make use of ELSA for training in the aviation industry. 

ELSA is an app which is specially designed to help people with their English pronunciation.

The overwhelming majority of ELSA students found an improvement in their pronunciation and felt more confident while speaking English, as well as feeling they spoke more clearly. 

So, what are you waiting for? Get your aircrews using ELSA to help them reach new altitudes in English proficiency, helping your airline go the extra mile in safety and security.