Boa tarde,pessoal!
Essa postagem é da Tati Carlim, do blog Miss Turismo.
O site dela é maravilhoso!Vale a pena dar uma olhada.
Abaixo, selecionei algumas dicas que ela deu sobre como podem ser feitas as entrevistas em inglês para comissários.
Bons estudos!
Question 1. Tell us about yourself.
Foque nos seus estudos, qual é a sua formação, fale sobre a sua paixão pela aviação e aproveite para relatar suas experiências anteriores relacionadas com o serviço de atendimento ao cliente. E se tiver algum momento da sua carreira que mais se orgulha e provavelmente vai diferenciar você de outros candidatos, mencione quais foram essas conquistas, que eles chamam de ‘achievements’.
Example: Hi, my name is Susan. I’m 30 years old and I live in Campinas city.
I’ve been working for the past 5 years for Company “X”. I started out as a comercial agent and have been promoted to sales supervisor. Meanwhile, I graduated from University “X” where I got my license degree in Economic Studies.
Lembre-se: Eles querem saber quem você é e porque você é o melhor candidato para a vaga. Relate como os seus estudos e experiência profissional prepararam você para a nova posição.
Question 2. Why do you want to be a flight attendant?
Example 1: I have 5 years’ experience with customer service. I used to be a tour guide and the holiday representative in Brazil.
I was working at the airport as a grad supervisor and then when I finished my college I started working full time as an event planner. I was in contact with customers every day, I was working under a lot of stress and the time pressure.
When I think about my past experience, my passion for aviation and the fact that I speak 3 languages, I got to a conclusion that being a flight attendant would be a perfect job for me, because I’m adventurous and spontaneous, and I enjoy being outside rather than sitting in the office all day.
Example 2: I look forward to making a career in an industry in which I can interact with and serve people. By being a flight attendant, I will get an opportunity to interact with diverse people and address to their needs. This will aptly hone my innate interpersonal skills.
Evite dizer: “Because I love travelling and I’m good with people”.
Surpreendentemente, essa é a resposta que a maioria das pessoas dão.
Outra resposta que soa vaga e não convence o empregador de que você é um candidato apto é quando você fala que sempre sonhou em ser uma comissária de bordo, por exemplo:
“I have always thought of being a flight attendant, ever since I was a child. I dreamt of interacting with people and traveling to places. I feel the job will help me realize my dream.”
Seja prático e esteja ciente das exigências da função de FA.
Declare que você tem as competências certas para atender as necessidades do emprego e demonstre que em seus planos você quer fazer carreira na aviação onde você pode interagir e servir as pessoas. Se você tem experiência com o público, melhor ainda, o entrevistador certamente vai querer ouvir sobre a sua “customer service experience and interpersonal social skills” –habilidades interpessoais e experiência com o público
Question 3. Why do you want to work for us?
Why do you think TAM/GOL is the best company for you?
Why do you want to apply for our airline?
Why do you want to join us?
I've heard a lot of good things about this airline. I really like the way the company treats its employees. For example, I think it's great how the company will stand up for employees if a customer gets way out of line because sometimes customers will take advantage of a company's generosity, which really just encourages bad behavior from all the customers. It also shows me that the company is great at diplomatically handling confrontational situations, which is a skill that I'm really interested in building. And on top of that, this airline travels
to all the places that I want to go, as well as others that I haven't been to yet.
O entrevistador quer saber o quanto você conhece a empresa e a sua cultura. Também quer saber se você se identifica com os valores e visão dela.
Foque no que você pode oferecer a ela e não o que eles podem te oferecer.
Mencione a sua experiência com o público, a reputação dela como uma companhia, o treinamento excelente que eles dão para a tripulação da cabine e porque você gostaria de fazer parte desta companhia e da sua história.
Cada empresa tem o seu ponto forte, e isso é o que você deveria enfatizar na sua resposta. Por exemplo, se a empresa enfatiza a integridade com o cliente, então você menciona que gostaria de ser parte do time porque admira e acredita na integridade
Outro exemplo: Prior to attending this recruitment day, I’ve researched several Airlines before deciding to apply for yours. I’m very impressed by the high standard of customer service that you provide, and I already know that what cabin crew receives from you is also exceptional.
While doing my research, I talked to several employees of your company, and I am happy to report that they said that you are a very good employer and you take good care of your employees.
I’d love to be part of a team that’s dynamic and continuously try to grow, innovate and become the leading in this industry.
So that’s why I believe I have all the qualities that will help your airline move forward to a better ranking in the future.
Question 4. What qualities should a flight attendant have?
Example 1: “I would say the most important assets a flight attendant could possess to enjoy a long and successful flying career are: anticipating other’s needs; realizing no one’s work is done until everybody’s work is done and remaining tolerant and flexible when faced with adversity.
But the most crucial quality a GOOD flight attendant requires - is to be prepared that probably nothing will go as planned. There’s a hundred things that can go wrong in a f/a’s day. It’s those struggles that humble us and make us stronger as people”.
Example 2: “Flight attendants need to be attentive, not just to satisfy passenger expectations, but to notice when something is not quite right, either with a passenger or a piece of equipment. They need to understand how humans behave, individually and in groups, to anticipate problems in times of passenger panic. Flight attendants must also be able to tolerate stress, exercise self-control and be sensitive to the emotions and needs of others. A flight attendant has to be a team player as they interact with other crew members regularly. They also need to be dependable, adaptable, honest, flexible and capable of making sound decisions”.
Segue uma lista de adjetivos como palavras-chave para vocês desenvolverem uma resposta com algumas delas.
Here is some qualities of an air hostess / flight attendant:
Pleasing personality
Good communication skills
Presence of mind
Team work
Ready work for long hours
Positive attitude
Smart and dynamic personality
Quick thinker and alertness of mind
Politeness and helping nature
Lot of patience and discipline
Sense of responsibility
Punctuality
Self confidence
Commitment
Fluency in any one foreign language
Remain calm under pressure
Hard worker and quick learner
Customer Service
Team Work
Communication Skills
Creating a Great Customer Experience
Being Friendly & Positive
Caring & Understanding
Attentiveness. Flight attendants must be aware of passengers’ needs to ensure a pleasant travel experience. They must also be aware of any security or safety risks.
Communication skills. Flight attendants should speak clearly, listen attentively, and interact comfortably with passengers and other crew members.
Customer-service skills. Flight attendants should have poise, tact, and resourcefulness to handle stressful situations and meet passengers' needs.
Decision-making skills. Flight attendants must be able to act decisively in emergency situations.
Physical stamina. Flight attendants may need to lift baggage and stand and walk for long periods. They often need to conform to height and weight requirements and have vision that is correctable to at least 20/40. Flight attendants may have to pass a medical evaluation.
Flight attendants should present a professional appearance and not have visible tattoos, body piercings, or an unusual hairstyle or makeup.
Question 5. What is the most important thing for a flight attendant on board?
Baseado em todas as pesquisas que eu fiz, eles enfatizam muito a segurança e o conforto dos passageiros durante os voos.
“The safety and comfort of passengers (during the flight)”
Você deve ser capaz de demonstrar que está preparado para lidar com situações de emergências, que sabe prover o melhor atendimento para suprir as diferentes necessidades que cada passageiro apresenta à bordo.
Outra pergunta semelhante:
What are the most important things for the customers?
E o que vc ouve normalmente é: “Their safety and comfort”
Question 6. Do you have any customer service experience?
Essa pergunta é para quem ainda não tem experiência como comissário de bordo. De qualquer forma, o entrevistador quer saber se você possui algum tipo de experiência atendendo clientes como vendedora ou recepcionista, por exemplo. Na maioria das vezes, não importa onde você obteve essa experiência desde que você consiga aplicar todo o seu conhecimento dentro da companhia.
Example 1: "I have been working in customer service for the past three years in a retail store. I have learned how to listen and show empathy whenever a customer has an issue. I am also very experienced in meeting customer needs and problem-solving. I really enjoy helping others, which is why I am excited about this opportunity! I'm ready to take my experience to the next level."
Fale sobre a sua experiência e mostre ao entrevistador que você trata os clientes com respeito e toma todo cuidado necessário para resolver os problemas.
Example 2: "Through working in restaurants I learned how to handle difficult customers and keep a positive attitude. Everyone wants to be heard. I learned to be patient and listen to customer needs to give them consistent service and make sure they walked out happy."
Os comissários de bordo gastam a maior parte do tempo interagindo com os passageiros e analisando as suas necessidades. Viajar pode ser uma experiência estressante para muitas pessoas, então oferecer o melhor atendimento pode ajuda-las a relaxarem e se sentirem melhor durante os voos. Procure por respostas que mostre que você se importa com as pessoas e tem vontade de ajuda-las. Use essas ideias para formular as suas respostas:
Creating a positive environment
Improving passenger satisfaction
Helping out when possible
Example 3: "I do a great job listening to the passengers when they ask me questions, make a request or have a concern. I want to make sure I meet their expectations and understand their problems."
Question 7. How do you deal with the change?
Example 1: “Change is what makes life interesting. Monotony may be easy, but it is not exciting. Positive or negative I am happy to adapt to any situation simply for the experience.”
Escolha um exemplo de uma mudança que você enfrentou e resultou em algo positivo. Tente demonstrar que você não apenas aceita ou se adapta com mudanças, mas cresce com elas e está obviamente pronto para oferecer um trabalho que superará expectativas – “go above and beyond”
Example 2: I know things change all the time in the airline industry and this is not a deal-breaker for me. Actually I’m very flexible and aware of the challenges faced by a flight attendant. I’ve been preparing myself for this and it’s very motivating. I’m willing to embrace the change and go above and beyond with customer service”.
Question 8. What languages do you speak?
Example 1. I speak Portuguese, a little English, and I’m studying Spanish.
Example 2. My mother language is Portuguese and I speak English, but I’m still improving it/I’m still working on it.
Seja honesto sobre a sua fluência para não cair em contradição.
Certamente, contratar alguém que fale duas ou mais línguas é interessante para companhia, principalmente porque ela sabe que você está apto a se comunicar e resolver problemas em várias línguas.
Question 9. Are you willing to relocate for the job?
I am definitely willing to relocate. I believe that this position and company is the opportunity that I’ve been longing for.”
1) Be honest about your willingness (disposição) to relocate /ˈwɪlɪŋnəs/
2) Ask for more information to help you make the decision
Às vezes a cia faz essa pergunta só para saber o quão interessado você está nesta posição. Se ela pode contar com você no futuro caso ela precise que você se mude para outra região.
Faça perguntas sobre a relocação, onde é, para quando será, assim você poderá tomar uma decisão mais segura.