Top People Skills In Demand In The Aviation Industry Post-Pandemic

Top People Skills In Demand In The Aviation Industry Post-Pandemic

Do you have a taste for adventure? Working in the aviation industry might be the right career choice for you. If you are hoping to break into this field, it is important that you cultivate in-demand skills now. You might think that engineering or technical skills are the most important. But especially since the COVID-19 pandemic, people skills have become highly sought-after by airlines.

Below, we’ll discuss the best people skills to incorporate into your airline customer service, pilot, or flight attendant resume – and why they are needed in each position.

Which Aviation Jobs Require People Skills?

Which aviation jobs require people skills? The short answer to this question is all of them. Every job in this industry, even if it is not public-facing, requires the cooperation and communication of a team.

But in this article, we’ll focus on three aviation career paths that rely most on people skills: pilots (and copilots), airline customer service representatives, and flight attendants.

Why Pilots Need People Skills

The job of the pilot is primarily to fly the plane, but they must also possess good interpersonal skills. Why? As part of a team, they must work well with co-pilots, ground control, and other support staff.

During the flight, pilots speak to passengers over the intercom. Interpersonal skills are most needed in the event of turbulence or an emergency. By maintaining a calm voice, the pilot can assist the passengers in remaining calm, which is essential for in-flight safety.

Before and after the flight, many pilots interact with passengers. This communication can help build consumer trust and brand loyalty.

Unhappy passengers may raise complaints or speak to pilots with hostility following a flight. The pilot should then use good communication skills with a customer service focus, helping direct them to the proper outlet for their complaints.

Why Flight Attendants Need People Skills

A large part of a flight attendant’s job involves observing passengers and making sure everyone remains safe and comfortable. They must also clearly communicate safety instructions before the flight begins and in case of an emergency.

In recent years, strange and sometimes aggressive in-flight behavior has repeatedly made headlines. Flight attendants are on the “front lines,” so to speak – they are the ones that must deal with unruly passengers at the moment.

Flight attendants must master conflict resolution skills in order to deal with angry and unruly passengers. Whether it’s due to limited overhead compartment space, a crying baby, or disagreements over who gets the armrest, hostilities are not uncommon.

Active listening, self-control, neutrality, focus, and verbal softeners are among the best conflict-resolution skills for flight attendants to learn.

The best flight attendants also display empathy and compassion. “Everyone has a story,” explains Jeanie Brady, a Delta Airlines flight attendant with 27 years of experience.

Empathy is needed when passengers suffer from a fear of flying – nearly every flight has at least one such person. Flight attendants may be able to offer some level of comfort. In early 2023, one flight attendant made headlines around the world for holding a frightened passenger’s hand during the entire flight, sitting on the floor by her seat.

Each passenger also carries the emotional “baggage” of their life events. If they are enduring a difficult challenge, negative emotions may surface even during the flight. An observant flight attendant may be able to offer some kindness or comfort, making the hours spent in the air more endurable.

Why Ground Operations Personnel Need People Skills

Working as an airline customer service agent or ground operations agent may not seem as glamorous as jet setting on the job, but these positions are vital to the smooth operation of the airlines and consumers’ travel plans.

Customer service agents assist with ticket sales and reservations by phone and in person. They may also greet guests as they enter the terminal, announce flight changes and boarding times, answer questions, assist with recovering lost baggage, and other tasks.

As such, customer service, communication, and general interpersonal skills are a must. Ground agents must be able to remain calm and solve problems during stressful situations, such as those that may arise during a computer outage or when flights must be canceled due to weather.

Service agents should try to cultivate a positive attitude. Smiling and making great efforts to assist customers can often diffuse tense situations.

Gate agents especially must also refine their conflict management skills in order to handle unruly ticketholders in a professional way.

Key Takeaways

Working in the airline industry can be a great choice for people who love to travel. But it takes more than just technical know-how in order to succeed.

During pandemic-era restrictions and the travel boom that followed, customer service representatives, flight attendants, and pilots have had to interact with customers in new ways. This often involves conflict resolution, discernment in reading a situation, and empathy.

When you incorporate these in-demand skills into your resume, you’ll find yourself with a high-flying job in no time!

Share your love
Christophe Rude

Christophe Rude

Articles: 15885