Clear and Simple Orders and a Professional Approach

If an emergency situation arises, the crew's task is to assist and guide guests so that the master's orders can be carried out as efficiently as possible. A professional approach to daily work strengthens the guests' confidence in the crew's ability to handle emergencies. 

In a professional approach to emergencies, you should always behave confidently, i.e. show that you believe in your own and your colleagues' ability to handle the situation. You need to be calm, helpful, understanding, determined, and clear and give simple orders. Make sure to speak loudly without shouting, the tone should show that it is serious.

Avoid physical contact and never use force. When communicating, be factual and always speak the truth. Never exaggerate or underestimate the danger, too many reassuring words can lead guests to not take the situation seriously enough. Be properly dressed, preferably in work clothes.

If you feel you are not able to handle the situation in a good way you must as soon as the possible call for help from your colleagues.

Clear and Simple Orders

Afraid and stressed people often find it difficult to absorb information especially if it is comprehensive and detailed. Unclear or incomplete information may endanger a guest's chances of surviving an emergency because they do not know what to do to get to safety.

To get the guests to pay attention to the crew's directives, for example, to move to rescue stations or assume lifejackets, it is important to use clear and simple orders. This is especially important in areas where many persons are passing through, as in stairwells, corridors, and passageways.

Guests should never be allowed to stay in places where they could block the emergency routes and exits, as this can make it difficult for others to reach safety. Of course, objects must not be placed that block these spaces.

Short Commands

Give short commands: "Come here", "Do this", "Sit", and "Go". Make sure to reward obedience such as "Good" and "Just like that". When you speak directly to individuals, you can feel free to use the word: You, "Can you follow me", or "Can you help with this".

Avoid negatives such as the use of the word NO. In a stressful situation, "Do not use the elevator" or "Do not go there" is perceived as "Use the elevator" or "Go there". You should also avoid using figures or numbers and set directions with the right or left, it is difficult for many people to absorb such information.

Be sure to repeat the information; "Follow the crew's instructions", and "The crew is in control of the situation". 

Hand Signals

Using clear hand signals is a good way to communicate in a stressful situation. Be sure to stay calm and use your hands as an extra tool when communicating.