CQ 2017 Study Guide

01012017 v1.
Name: ___________________________________
Base: ___________________________________
The most current version of the CQ 2017 Study Guide can be found:
In eDOCS on the SkyPro
On the In-Flight Service Learning Portal page
Welcome to CQ 2017
Preparing for CQ................................................................................... 7
Locating Information About CQ
Items to Bring
Dress Code
Educational Resources
Policies.................................................................................................. 11
Late Arrival
Cheating
Retake & Remediation Policy
Flight Attendant Restraint System
eLearning.............................................................................................. 17
eLearning Requirements
Accessing IFS University
Need Help?
Classroom Training.............................................................................. 19
Safety, Security and You
Medical Events and Emergencies
Pre-Departure, Departure and Arrival
Proficiency Evaluations....................................................................... 22
What to Expect
Emergency Equipment
Doors 101
STOP, THINK, and LOCATE
Measuring Success
A321 3L Door
717 Differences
MD-88/MD-90 Tailcone Door
737 1L Door
777 1L Door
767 1L Door
747 2L Door
747 UD Door
Event Management Validation............................................................. 61

Introduction

What to Expect

Preparing for EMVs
CRM/TEM

Series 1.................................................................................................66

Pre-Flight Event

Boarding Event

Arrival Event
Series 2.................................................................................................70

Boarding Event

Departure Event

In-Flight Event
NEW WELCOME LETTER TO BE INSERTED HERE

On behalf of In-Flight Service Leaders and the In-Flight Service Learning
Team, we would like to extend a warm welcome to you as you begin your
preparation for Continuing Qualification (CQ) training. CQ 2015 proved
to be an overwhelming success, and I appreciate all of your feedback and
participation throughout the year.
Whether you are attending training for the first time or returning for your
annual visit to either ATL or SLC, it is our wish that you feel welcome,
comfortable, and supported during your time with us. Our instructor team is
prepared, knowledgeable, experienced, and ready to guide you through your
day. They understand how important your training is and want to ensure
they do their best for you. Our goal is to assist you in achieving success
while creating a positive learning environment and comfortable atmosphere.
Our learning teams, both on the design & development and operations side,
have continued to build upon the success and the lessons learned from
2015. These will be incorporated into your 2016 CQ training event. The
team spent a lot of time analyzing proficiency data from the last several
years as well as reviewing your surveys, FACTS, SRS, and OCC reports.
Additionally, in preparation for this year we met with our key partners
including: Health, Safety & Security, Corporate Safety & Security, and Air
Crew & Passenger Health Services, among others. The 2016 training
curriculum is based on a combination of the analysis and feedback obtained
throughout the year. Flight attendant performance in CQ 2016 will also help
to determine content for future training events, including CQ 2017.
A few highlights of the analysis and this years program include:

Classroom training, with focus on Emergency Procedures, Red

Emergencies, Medical/CPR, and Security related events.
Proficiency Evaluations, with a focus on the MD-88/MD-90/717, 737,
A319/A320/A321, A330, and 757.
Aircraft Procedures, with a focus on the 777, 747, and 767.
Event Management Validation (EMV), with a focus on gate scenarios
as well as in-flight, security, and smoke/fire events.
Please remember to utilize all available resources as you prepare for

training, as they provide you with everything you need to know to be
successful. A list of available resources may be found in this study guide.
Again, thank you for all that you do to make our program so successful and
we look forward to welcoming you to training!
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PREPARING FOR CQ
Locating Information About CQ
To access pertinent CQ information, navigate to the CQ Training Portal

page via the following pathway:
DeltaNet
IFS
Learning (Training)
CQ Training
The CQ Training Portal page is a great resource for the following
information:
Training Center Assignments
Bidding and Swapping Information
Class Agendas
Hotel Assignments
Study Guide
Travel
Items to Bring

Delta ID
Updated and charged SkyPro
Water Bottle
Snacks
Jacket or Sweater
Comfortable Closed-Toed Shoes
Dress Code
Business casual or casual attire (including jeans) is acceptable. The

following are NOT permitted when attending CQ:
NO Visible Tattoos or visible body piercings, even if covered
with makeup and/or a bandage are not permitted. Visible body
piercings, including nose and or earlobe plugs, are not permitted.
NO Torn or Ripped Jeans
NO Tank Tops
NO Shorts
NO Sandals or Open-Toed Shoes
NO Athletic Wear (i.e. yoga pants, spandex)
Educational Resources
As you prepare for CQ 2017, the following educational resources are

available:
CQ 2017 Pre-Work CBT
CQ 2017 Study Guide
OBM
In-Flight Service Learning Video Library
Exit Videos
Exit Operations Videos
Exit Tutorial Videos
Standard Procedures Videos
Emergency Management Videos
Reviewing the CQ 2017 Study Guide alone will not sufficiently prepare
you for your CQ experience. This study guide is simply that - a guide and
should not be used as your only reference tool. The On-Board Manual is
the only place to find complete information.
10
POLICIES
11
Late Arrival
Flight attendants arriving 16 minutes after class has started will need to
reschedule due to content missed and the inability to make up missed
content.
Cheating
Cheating or dishonesty in CQ can compromise safety for our customers,

your fellow employees and yourself. In-Flight Service Learning promotes
academic honestly and takes the following position on cheating:
There shall be no academic dishonesty such as cheating or
misrepresentation in any way of ones own work. Violation of Deltas
Anti-Cheating Policy may result in disciplinary action, up to and including
termination of employment.
In a broad sense, cheating includes, but is in no way limited to:
Using electronic aids or other text message systems during tests
or exams
Using any form of written notes during a test or exam
Using an OBM and/or study guide/resource guide during a test or
exam
Obtaining through theft, collusion, or other improper manners an
exam or test paper prior to the date and time for the writing of that
test, exam or assignment.
Obtaining academic materials (assignments, homework, computer
materials and data) that belong to another person.
Copying from another students test or exam or allowing another
student to copy answers from a test or exam.
Reporting to another student what is on a test or exam, including
providing questions or specific answers.
Reporting what is on a test or exam via web blogs, social
networking websites, social messaging utilities, etc.
If cheating is determined, the following actions will be taken:
You will be expelled immediately from the course.
Crew Scheduling will be notified, and your schedule will reflect an
illegal status (ILLG).
A report of the incident will be sent to your FSM.
You may not reschedule training until you are cleared to return to
work by your FSM.
12
Retake & Remediation Policy
Flight attendants are expected to demonstrate proficiency in the following

elements during CQ training:

Proficiency Evaluations (door drills)

Event Management Validation (scenarios)
The following information outlines the retake and remediation policy for
when a flight attendant is unsuccessful in demonstrating proficiency on
either of these elements.
PROFICIENCY EVALUATIONS
First Attempt

If a flight attendant is unsuccessful on their first attempt, they

will be required to immediately retake the drill. The evaluator will
advise them that a component was missed and they will hear one
of the following statements:

You have missed a component of the commands.

You have missed a component of door operation
procedures.
You have missed a component of evacuation procedures.
You have missed a component of commands and/or door
operation and /or evacuation procedures.
NOTE: If the missed component is related to the flight attendant

restraint system, the flight attendant may elect to continue with
additional attempts or discontinue further attempts until a future
scheduled date. Policy details are outlined later in this section.

The evaluator will not be able to demonstrate nor tell the flight
attendant specifically the component that was missed.
There is no coaching allowed between the first and second

attempts.
13
Second Attempt

If a flight attendant is successful on the second attempt, the

evaluator will tell them what was missed on the first attempt so
that they understand the reason for the second attempt.
If a flight attendant is unsuccessful on their second attempt, they
must return at the end of the day. The flight attendant will be told
exactly what was missed, and the evaluator may demonstrate up
to six missed components on each drill.
The flight attendant will be given a Memory Jogger card listing
the components they have missed on both the first and second
attempts. Flight attendants are encouraged to keep this card as a
tool to remind them of the components missed.
A third attempt will be scheduled at the end of the same day.
Third Attempt

Flight attendants who are unable to show proficiency in three

attempts or less will not have met the proficiency standard.
The flight attendants Field Service Manager (FSM) will be advised
and their schedule will be marked ILLG (illegal).
A 4th attempt will need to be scheduled within a 15 day period.
The 4th attempt cannot be completed on your CQ day.
Fourth Attempt

If a flight attendant is unsuccessful on the fourth attempt, their

schedule will continue to reflect ILLG status.
The flight attendant will be required to attend a one-day
remediation training event.
Remediation & Final Attempt

14
Upon completion of remediation training, the flight attendant will

perform a 5th (final) attempt.
If a flight attendant is unsuccessful on the 5th (final) attempt, the
flight attendants training records are provided to the base.
EVENT MANAGEMENT VALIDATION

First Attempt

If a crew is unsuccessful on their first attempt, they will be

required to immediately retake the scenario. The evaluator will
advise them what needs to be corrected for the second attempt.
Second Attempt

If a flight attendant and/or crew is unsuccessful on the second

attempt, a third attempt will be necessary and will be scheduled at
the end of the day for either the individual flight attendant or the
entire crew based on their performance.
Third Attempt

Flight attendants who are unable to show proficiency in three

attempts or less will not have met the proficiency standard.
The flight attendants FSM will be advised and their schedule will
be marked ILLG.
A 4th attempt will need to be scheduled within a 15 day period.
The 4th attempt cannot be completed on your CQ day.
Fourth Attempt

If a flight attendant is unsuccessful on the fourth attempt, their

schedule will continue to reflect ILLG status.
The flight attendant will be required to attend a one day
remediation training event.
Remediation & Final Attempt

Upon completion of remediation training, the flight attendant will

perform a 5th (final) attempt.
If a flight attendant is unsuccessful on the 5th (final) attempt, the

flight attendants training records are provided to the base.
15
FLIGHT ATTENDANT RESTRAINT SYSTEM

If success appears unlikely with any of your attempts, you may
elect to discontinue subsequent attempts:
You may elect to remain in training; however, all drills requiring
restraint system compliance of the failed aircraft will be marked
incomplete, your schedule will be updated to reflect ILLG (illegal),
your FSM will be notified, and you will remain on inactive status
until successful completion of all components has been achieved.
If you elect to continue with the second and third attempts:
If the result is successful completion, you will continue with the
training day as scheduled.
If the second attempt is unsuccessful, you will be advised that
a third attempt is necessary and will take place at the end of
the day. You will be advised of the specifics of the missed
competency.
If the third attempt is unsuccessful, you will be advised that a
fourth attempt is necessary, your schedule will be updated to
reflect ILLG, you will be removed from active status, and your
FSM will be notified.
The maximum period of time to schedule the fourth attempt should
not exceed 90 days.
During the 90 days, you may visit the Training Center to gauge
your progress in achieving the Flight Attendant Restraint System
compliance with no penalty and/or make a scheduled attempt for
completion.
If successful, you must successfully complete all competency
drills that are marked as unsuccessful or incomplete, then you will
be returned to active status.
At the completion of the 90 day period, an official attempt will be
scheduled by your FSM.
If unsuccessful, the base will be notified and will make the
determination if an additional 90 days will be granted.
16
eLEARNING
17
eLearning Requirements
You will be required to complete 5 eLearning courses to maintain your

flight attendant qualifications,
CQ 2017 Pre-Work eLearning
Assigned: 60 days prior to CQ month
Required Completion By: 1200 ET the day prior to CQ class
1st Quarter CQ Quarterly eLearning
Assigned: Januray 3rd, 2017
Required Completion By: February 28th, 2017
2nd Quarter CQ Quarterly eLearning
Assigned: March 1st, 2017
Required Completion By: April 28th, 2017
3rd Quarter CQ Quarterly eLearning
Assigned: June 1st, 2017
Required Completion By: July 28th, 2017
4th Quarter CQ Quarterly eLearning
Assigned: September 5th, 2017
Required Completion By: October 30th, 2017
Quarterly eLearning courses are an integral part of Deltas approved CQ
training program. They provide the ability to share important additional,
and/or regularly-scheduled safety and customer service learning
opportunities throughout the year. CQ 2017 Pre-Work and QCQ 2017
eLearning courses are required and must be completed by the published
deadlines. Failure to complete each eLearning course by the deadline
indicated above will lead to Performance Development.
Accessing IFS University
Go to the IFS LMS home page and click on the IFS University link.
Log into IFS University.
Required eLearning courses are placed on your Learning
Assignments through the year.
Need Help?
For computer or technical issues - such as accessing IFS
University - contact the help desk at 404-714-HELP (4357) or
1-888-714-0529.
Review the IFS University Recommendations and Requirements
document to ensure the computer you are using to complete
eLearning meets the minimum requirements. If you experience
technical issues while completing an eLearnng course, send an
email to: ifslms.delta@delta.com.
18
CLASSROOM TRAINING
19
The Classroom Training portion of CQ 2017 is instructor-led training

designed to build your knowledge base.
You will participate in three classes:
Safety, Security and You
Medical Events and Emergencies
Pre-Departure, Departure and Arrival
The objectives for each class are listed below.
SAFETY, SECURITY and YOU

Objectives:
Identify safe work practices onboard the aircraft
Discuss galley safety
Identify Deltas reporting procedures
Discuss layover security, personal defense, and KCM
requirements
MEDICAL EVENTS and EMERGENCIES

Objectives:
Differentiate medical events and emergencies
Understand the role of STAT-MD
Identify contents of medial equipment onboard
Participate in treating specific medical issues
PRE-DEPARTURE, DEPARTURE and ARRIVAL

Objectives:
Identify tasks related to each of these phases
Address areas that need improvement
Discuss minimum crew requirements
Reinforce the importance of STOP, THINK and LOCATE
Recognize distractions and how they can be managed
20
21
22
What to Expect
You will demonstrate the following tasks, with commands, on the aircraft
exits listed below:
A321 3L
767 1L
Evacuation (seated position)
Disarm
Arm
MD-88/90 Tailcone
737 1L
747 2L
Arm
Disarm
Arm
777 1L
747 UD
Additionally, you will be evaluated on:

Your response to an adverse condition(s)
Preflight checks of the following pieces of emergency equipment:

H2O Extinguisher
Halon Extinguisher
PBE
23
Doors 101 - Manual Operation

Manual doors are just that, MANUAL.
You MUST ROTATE the handle FULLY in the direction of the
arrow and continually push to open the door.
Manual doors DO NOT have power assist. This means you
MUST use proper body mechanics, your adrenalin, and your
momentum to apply continuous pressure on the door until it locks
against the fuselage.
Doors 101 - Automatic
Doors are considered automatic because they have a power assist
mechanism to aid in the opening of the door.
You MUST COMPLETELY ROTATE or LIFT UP the door handle,
in the direction of the arrow, depending on the door handle of that
specific aircraft.
RELEASE the handle when power assist takes over to complete door
opening.

REMEMBER, a flat-handed or open-palm push on the door, if

necessary, may be given to ensure power assist has engaged.
DO NOT push an automatic door all the way open OR hold on
to an automatic door, as doors may open VERY quickly in the
emergency mode. Do not guide or hold on to an automatic door.
You will jeopardize your safety!
NOTE: An automatic door mock-up is a simulated environment and the

doors may not open as quickly in the emergency mode but will complete
opening.
24
STOP, THINK, and LOCATE is an important procedure flight attendants

must perform each and every time they disarm or arm an aircraft door.
By doing so, potential threats and errors are being eliminated which
could prevent an inadvertent slide deployment.
Stop what you are doing and focus on

your door.
Think about the disarming/arming

procedures before touching your door.
Locate the disarming/arming lever, girt

bar, or Center Headrest Panel.
CROSS CHECK
Immediately after you arm or disarm your door, check it and the opposite
door to ensure it is in the correct position.
ALL CALL
After arming or disarming your door and cross checking the opposite
door, pick up the interphone and answer ALL CALL.
25
WHAT DOES SUCCESS LOOK LIKE?

MUST be securely fastened into the jumpseat with shoulder
harness secure and seat belt low and tight.
WHY? Securing the jumpseat shoulder harness and seat belt low
and tight ensures you have the maximum opportunity to survive
the impact.
MUST be in the brace position.
WHY? A proper brace position (hands palms-down on thighs,
head tilted in the direction of flight deck, and feet flat on the floor,
shoulder-width apart) minimizes injury.
Your head should be tilted in the direction of the flight deck (head
back against headrest if flight deck is behind you or chin tilted to
chest/sternum if flight deck is in front of you).
MUST shout all required commands verbatim (in a loud, clear,
concise, and uniform manner) following the specific aircrafts
evacuation policies and procedures.
WHY? Accurate, loud, clear, concise, and uniform commands
assist in maintaining control of the cabin and/or an evacuation. In
addition, all evacuation commands are required even if your exit is
unusable (fire, water, debris, jammed exit, unusable slide).
MUST assess conditions inside the cabin and outside your
assigned exit.
WHY? Assessing inside and outside the cabin is crucial in
determining usable exits and exit paths. Is there fire, water, or
debris outside? Is there structural damage, fire, water, or other
hazards inside that may impede the evacuation process?
MUST physically pull the Manual Inflation Handle (MIH).
WHY? Yes, a slide should inflate automatically when the door is
opened in the armed mode; however, a best practice is to always
pull the MIH to ensure every effort is made to have an available
slide for an evacuation.
MUST secure yourself to a sturdy part of the aircraft while pulling
the MIH.
WHY? Securing yourself to a sturdy part of the aircraft while
pulling the MIH is crucial in maintaining balance and keeping
yourself safe! Ideally, hold on to the assist handle. If you cannot
reach the assist handle, secure yourself to another sturdy part of
the aircraft, such as the door frame.
26
WHAT DOES SUCCESS LOOK LIKE?

MUST hold on to the assist handle while conducting an evacuation.
WHY? Holding on to the assist handle is a critical safety
component. The aircraft may not be level or stable and
passengers will be exiting quickly. Holding on to the assist handle
may help prevent you from falling or being pushed out of an open
exit and may save your life!
MUST stay clear of the evacuation path.
WHY? Staying clear of the evacuation path will help ensure you
are not inadvertently pushed out of an open exit by evacuating
passengers.
MUST apply continuous pressure to manual doors while opening in
an emergency until they lock against the fuselage of the aircraft.
WHY? Locking the door against the fuselage will prevent the
door from unexpectedly swinging closed during an evacuation,
impeding the evacuation or damaging the slide. Wind and the
attitude of the aircraft could be factors in the door swinging closed.
For this reason, manual doors must be pushed out all the way and
locked to the fuselage.
MUST maintain situational awareness at all time for changing
conditions.
WHY? Depending on outside conditions or the condition of the
aircraft after impact, it may be impossible to evacuate through a
specific exit due to adverse conditions. You must be prepared to
recognize these conditions. Block and redirect the passengers to
an alternate exit.
27
Emergency Procedures
Emergency Types
COMMANDS
Evacuation Commands
Flight Deck Crew
FA Commands
3.1.15
01 Jun 10
1
REVIEW
FA Response
Brace for
landing!
Bend over!
Stay Down!
Sit in brace position in

jumpseat with seat belt
and shoulder harness
secured.
Continue shouting
commands until aircraft
comes to complete stop.
Easy Victor!
Easy Victor!
Easy Victor!
Stay Seated!
At onset of Easy Victor,

get out of jumpseat and
assess conditions at exit.
Turn on emergency
lighting (if applicable).
This is the
Captain!
Evacuate!
Evacuate!
Release seat
belts! Leave
everything!
If exit is usable, open exit

and begin evacuation.
NOTE: If exit is not usable,
block and redirect.
Come this
Way! Leave
everything!
When slide is fully

inflated or exit is ready to
access.
Stay seated!
Sit down!
Stay calm!
Do not evacuate. Instruct

passengers to stay seated
and await instructions.
This is the
Captain! Remain
seated with your
seat belt
fastened!
On-Board Manual
28
A321 3L DOOR
29
A321 3L EVACUATION
BRACE FOR LANDING!
1. Flight deck crew gives the emergency landing signal Brace for
landing!
2. Flight attendant assumes the brace position on the jumpseat:
Place hands, palms-down on thighs.
Head tilted in direction of flight deck.
Feet flat on the floor, shoulder width apart.
Shoulder harness secured, and seat belt low and tight.
3. Shout Bend over! Stay down!
EASY VICTOR! EASY VICTOR! EASY VICTOR!
1. Wait until the aircraft comes to a complete stop.
2. Listen for Easy Victor! from the flight deck crew.
3. At the onset of Easy Victor!
Get out of your jumpseat while shouting Stay Seated!.
Grab a flashlight, if necessary.
Assess conditions inside and outside your assigned exit.
THIS IS THE CAPTAIN! EVACUATE! EVACUATE!
1. Begin the evacuation when you hear This is the Captain!
Evacuate! Evacuate! from the flight deck crew.
Shout Release seat belts! Leave everything!
2. To open the A321 3L door in an emergency:
Hold the assist handle.
Move cover to reveal and lift up on the door handle and release.
Door will lift up and open slightly, remaining in that position for 3-5
seconds allowing the slide located in the fuselage to automatically
deploy.
Power assist takes over and the door will open fully.
Pull the manual inflation handle (MIH) in the upper right corner of
the door frame while holding the assist handle or another sturdy
part of the aircraft.
When the slide is fully inflated and the exit is ready to access,
hold the assist handle and call people to you.
Shout Come this Way! Leave everything!
NOTE: Jump and Slide is not appropriate at this exit since it is not a
full-height door.
30
A321 3L EVACUATION
BRACE
MOVE COVER
PULL MIH
(HOLD ON OR SECURE SELF)
ASSESS
LIFT & RELEASE
(POWER ASSIST TAKES OVER)
EVACUATE
(HOLD ON TO ASSIST HANDLE)
Information related to the emergency operation of the A321 3L

door can be found in section 7.7 of the OBM.
31
717 DIFFERENCES
The 717 is equipped with a toggle switch rather than a red strap to
secure the center headrest panel in place as seen here.
717 and Select MD-90 Door Fittings
All 717s and select MD-90s have plastic door fittings at the 1L and 1R
doors. While they serve the same purpose as the MD-88 door fittings,
there is a slight difference in the placing of the girt bar into the fittings.
When inserting the girt bar into these fittings, place one end into
the opening as far as it will go.
Place the other end of the girt bar into the opposite opening,
pushing back on the end of the door fitting to widen it for easier
girt bar placement.
32
MD-88/MD-90 TAILCONE DOOR
33
MD-88/MD-90/717 TAILCONE EVACUATION
BRACE FOR LANDING!

1. Flight deck crew gives the emergency landing signal Brace
for Landing!
3. Shout Bend over! Stay Down!
Get out of your jumpseat while shouting Stay Seated!
Grab a flashlight, assess conditions, and verify door is
prepared for departure (redirect if necessary).
Assess Tailcone conditions by looking through the
viewing window for fire, water, debris, or any other
hazards.
Assess inside conditions.
The tailcone will be dark, even with emergency lighting.
You will need a flashlight. Redirect if necessary.
Shout Release seat belts! Leave Everything!
2. To open the MD-88/MD-90/717 Tailcone door in an emergency:
Remove cover and rotate upper door handle in direction of
arrow.
Open door inward and secure to wall with upper restraint bar.
Verify that the tailcone has jettisoned.
Shout commands, Stay Back! Stay Back!
Stay low and proceed to end of catwalk.
Verify the slide is fully inflated and usable. If the slide fails
to deploy, lift the slide cover up, over and out and pull the
manual inflation handle.
Secure self on platform at end of catwalk, opposite aft tailcone
release handle, and conduct evacuation. Hold on to a sturdy
part of the aircraft to maintain your balance while conducting
the evacuation.
Instruct first passenger to: Release the Strap!
Shout, Come This Way! Leave everything! Stay Low!
34
MD-88/MD-90/717 TAILCONE EVACUATION
GRAB A FLASHLIGHT
ASSESS
REMOVE PLASTIC COVER
ROTATE HANDLE
OPEN DOOR INWARD AND SECURE
VERIFY TAILCONE HAS

JETTISONED
PROCEED TO END OF
CATWALK
VERIFY SLIDE IS INFLATED

AND USABLE. HOLD ONTO
A STURDY PART OF THE
AIRCRAFT
35
737 1L DOOR
36
737 1L ARMING
To arm 737 cabin doors:
1. STOP, THINK, and LOCATE

girt bar.
2. PRESS down on door

handle to ensure door
is fully closed and
sealed.
3. REMOVE the girt bar from

the door fittings.
4. INSERT the girt bar into floor
fittings.
5. VERIFY door is armed:
Girt bar is secure in floor fittings.
CROSS CHECK
Immediately after you arm your door, cross check it and the opposite
door to ensure it is in the armed position. On select 737 aircraft, you may
have dual exit responsibility.
ALL CALL
Your ALL CALL response at the 1L door is:
1 Left and 1 Right armed and cross checked.
37
737 1L EVACUATION
BRACE FOR LANDING!
for Landing!
Grab a flashlight, if necessary.
Assess conditions inside the cabin and outside your assigned
exit.
Shout Release seat belts! Leave Everything!
2. To open the 737 1L door in an emergency:
Rotate the door handle COMPLETELY in the direction of the
arrow.
Apply continuous pressure on the door until it locks against
the fuselage.
Slide will deploy and inflate automatically.
Pull the manual inflation handle (MIH) at the girt bar while
holding the assist handle or another sturdy part of the aircraft.
When the slide is fully inflated and the exit is ready to access,
hold the assist handle and call people to you.
Shout, Come this Way! Leave everything! Jump and
Slide!
38
737 1L EVACUATION
BRACE
ROTATE
PULL MIH
(HOLD ON OR SECURE SELF)
ASSESS
PUSH
(LOCK DOOR AGAINST

FUSELAGE)
EVACUATE
Information related to the emergency operation of the 737 aircraft

exit can be found in section 7.5 of the OBM.
39
777 1L EVACUATION
BRACE FOR LANDING!
for Landing!
Place hands, palms down,on thighs.
Grab a flashlight, if needed.
exit.
Activate the Emergency Light Switch.
Evacuate! Evacuate! from the flight deck.
1. Assess conditions and verify door is armed (redirect if
necessary).
2. Rotate door handle in direction of arrow and release when
power assist takes over to complete door opening. Slide will
deploy automatically.
3. Pull manual inflation handle at girt bar while holding assist
handle or another sturdy part of aircraft.
4. Shout,Come this way! Leave everything! Step, jump,
and slide!
Note:
If the exit is inoperable or not safe to open (fire, water, blocked
exit), then redirect passengers to alternate exits. Use directional
command(s) and hand signals to indicate direction.
40
777 1L EVACUATION
BRACE
ASSESS
ROTATE HANDLE
PULL MIH
(HOLD ON)
EVACUATE

41
42
767 1L DOOR
43
767 1L DISARMING
To disarm 767 cabin doors:

arming lever
2. PULL arming lever

inboard.
3. Verify door is disarmed:

Arming lever in disarmed position.
Slide light extinguished.
Emergency placard retracted.
Girt bar indicators are blank.
Purser/FL only: 1L FA Panel annunciator light extinguished.
CROSS CHECK
Immediately after you disarm your door, cross check it and the opposite
door to ensure it is in the disarmed position.
ALL CALL
Your All Call Response at the 1L door is:
1 Left disarmed and cross checked.
44
767 1L ARMING
To arm 767 cabin doors:

arming lever.
2. Press arming button in

while pushing arming lever
outboard.
3. Verify door is armed:

Arming lever in armed position.
Slide light illuminated.
Emergency placard extended.
Girt bar indicators are yellow.
Purser/FL only: 1L FA Panel annunciator light illuminated.
CROSS CHECK
door to ensure it is in the armed position.
ALL CALL
Your All Call Response at the 1L door is:
1 Left armed and cross checked.
45
767 1L EVACUATION
BRACE FOR LANDING!
for Landing!
Shoulder harness secure, and seat belt low and tight.

exit.
Assess conditions and verify door is armed.
Rotate door handle up to open door. Door will automatically
rise into ceiling and slide/raft will deploy and inflate.
Pull manual inflation handle at girt bar while holding assist
Shout, Come this Way! Leave everything! Jump and
slide!
46
767 1L EVACUATION
BRACE
ASSESS
ROTATE HANDLE
PULL MIH
(HOLD ON)
EVACUATE

47
48
747 2L DOOR
49
747 2L DISARMING
To disarm 747 main deck cabin doors:
arming lever.
2. Lift access cover.
3. Move arming lever to

MANUAL position.
50
747 2L DISARMING
4. Insert door pin.
5. Display streamer and close

access cover.
6. Verify door is disarmed:

Arming lever in MANUAL
position.
Door pin in place with
streamer displayed.
Access cover closed.
CROSS CHECK
Immediately after you disarm your door, cross check it and the opposite
door to ensure it is in the disarmed position.
ALL CALL
Your All Call Response at 2L is:
2 Left disarmed and cross checked.
51
747 2L ARMING
To arm 747 main deck cabin doors:
arming lever.
2. Lift access cover.
3. Remove door pin.
52
747 2L ARMING
4. STOW door pin and streamer
in pouch.
5. Move arming lever to

AUTOMATIC position and
close access cover.
6. VERIFY door is armed:

Arming lever in the
AUTOMATIC position.
Door pin/streamer are
stowed.
Access cover is closed.
CROSS CHECK
door to ensure it is in the armed position.
ALL CALL
Your All Call Response at 2L is:
2 Left armed and cross checked.
53
747 2L EVACUATION
BRACE FOR LANDING!
for Landing!
Shoulder harness secure, and seat belt low and tight.
3. Shout, Bend over! Stay Down!

exit.
1. Assess conditions and verify door is armed (redirect if necessary).
2. Rotate door handle in direction of arrow and release when
power assist takes over to complete door opening. Slide will
deploy automatically.
4. Shout, Come this Way! Leave everything! Jump and
slide!
54
747 2L EVACUATION
BRACE
ASSESS
ROTATE HANDLE
PULL MIH
(HOLD ON)
EVACUATE

55
56
747 UPPER DECK DOOR
57
747 UPPER DECK EVACUATION

BRACE FOR LANDING!
for Landing!
exit using the passenger windows forward or aft of the exit.
2. To open the 747 UD door in an emergency:
1. Assess conditions (redirect if necessary).
2. Verify door is armed
3. Raise door handle in and up to OPEN. Slide will inflate
automatically.
NOTE: Manual inflation is located under Velcro flap. Lift flap to
expose handle.
5. Shout, Come this Way! Leave everything! Sit and slide!
Note:
If the exit is inoperable or not safe to open (fire, water, blocked
exit), then redirect passengers to alternate exits. Use directional
command(s) and hand signals to indicate direction.
58
747 UPPER DECK EVACUATION
BRACE
ASSESS
RAISE DOOR HANDLE
PULL MIH
(HOLD ON)
EVACUATE

59
60
61

Introduction
Event Management Validation (EMV) 2017 contains 6 scenarios covering
the following topics:
Pre-Flight
Boarding
Departure
In-Flight
Arrival
What to Expect
We will start with a short introduction, which includes a review of the
assigned cabin trainer.
A crew will be randomly chosen for each scenario. Depending on class
size, you may participate in more then one event.
Just as in a real life situation, you are expected to make appropriate
announcements and respond to the situation as it unfolds. The
events will allow you to merge necessary tasks with Crew Resource
Management (CRM) and Threat and Error Management (TEM) skills.
These skills are critical in everything we do as flight attendants. Your
instructors will let you know when to stop your scenario.
Following the scenario, your instructors will debrief you and your crew.
They will ask you how you think the scenario played out, what went
exceptionally well, and what you may have done differently.
Although you may be anxious about discussing your crews event in
front of your peers, please remember that you are in a safe learning
environment. This is a great opportunity to confirm your knowledge of
the procedures you follow on the job every day, as well as prepare you
for emergency events that may occur. Practicing routine emergency
procedures during training reinforces the behaviors necessary for
successful outcomes in real-life.
After the crew gives their self-evaluation, the instructors will share
their evaluation of the event along with any other supporting training
information.
62

Preparing for EMVs
Each EMV scenario has one or more specific objectives that must be
achieved. Utilize the OBM references to locate procedures that apply to
the events.
The OBM and AH are just as important in the event management
validation scenarios as they are out on the line.
Crew Resource Management/Threat & Error Management
CRM is the effective use of all resources, including personnel, training,
procedures, and equipment to achieve the highest level of safety for
passengers, crew, and aircraft. Experience and research show that
crews with exceptional CRM skills are less likely to make errors and are
more likely to make better decisions with improved outcomes.
Deltas six CRM skills include:
Communication
Crew Coordination
Decision Making
Planning
Situational Awareness
Workload Management
More information pertaining to CRM is found in the OBM on 5.4.

Although many of our procedures focus on strict completion of certain
tasks or checklists, real-life situations do not always follow a checklist.
Sometimes, we must quickly consider alternatives and choose the one
which leads to the best solution.
During the EMVs, you may also encounter a series of threats, which
may cause risks to your environment. You may also encounter human
factors that may lead to errors. Using TEM helps in preventing mistakes
that could lead to errors by identifying threats ahead of time. Although
you have the technical knowledge, skills, and resources necessary to
perform your duties as a flight attendant, what will ultimately determine
your success will be how you apply your CRM skills to the situations you
encounter. With CRM, you can effectively manage a situation to promote
safety and enhance procedural efficiency.
63
64
65
EMV SERIES 1
66
EVENT 1: PRE-FLIGHT
Objectives

Demonstrate pre-flight procedures as described in the Standards

and Regulations Chapter of the OBM
Utilize CRM/TEM skills
Required Skills

Knowledge of pre-flight procedures

Knowledge and application of FARs
Application of CRM/TEM.
Supporting Material

Refer to Standards and Regulations, Chapter 5, in the OBM.
Study Notes
67
EVENT 2: BOARDING
Objectives

Demonstrate procedures related to boarding as described in the

Standards and Regulations Chapter of the OBM.
Demonstrate STRIVE for 5 behaviors.
Required Skills

Application of CRM and TEM skills.
Supporting Material

Refer to Standards and Regulations, Chapter 5, in the OBM

Refer to First Aid, Chapter 4, in the OBM
Study Notes
68
EVENT 3: ARRIVAL
Objectives

Demonstrate procedures related to arrival duties as described in

the Standards and Regulations Chapter of the OBM.
Required Skills

Knowledge of Arrival Procedures

Knowledge of Door Operation
Supporting Material

Refer to Standards and Regulations, Chapter 5, in the OBM.
Study Notes
69
EMV SERIES 2
70
EVENT 1: BOARDING
Objectives

Demonstrate duties related to Boarding as described in the Standards and Regulations Chapter of the OBM.
Required Skills

Supporting Material

Refer to Standards and Regulations, Chapter 5, in the OBM
Study Notes
71
EVENT 2: DEPARTURE
Objectives

Demonstrate procedures related to departure as described in the

Standards and Regulations Chapter of the OBM.
Utilize CRM/TEM
Required Skills

Knowledge of door operation

Application of CRM and TEM skills
Supporting Material

Refer to Standards and Regulations, Chapter 5, and Aircraft,

Chapter 7.
Study Notes
72
EVENT 3: IN-FLIGHT
Objectives

Demonstrate duties related to an in-flight emergency as described

in the Emergency Procedures Chapter of the OBM.
Required Skills

Supporting Material

Refer to Emergency Procedures, Chapter 3, in the OBM
Study Notes
73

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Event Management Validation............................................................. 61

NEW WELCOME LETTER TO BE INSERTED HERE

Classroom training, with focus on Emergency Procedures, Red

Please remember to utilize all available resources as you prepare for

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Locating Information About CQ

To access pertinent CQ information, navigate to the CQ Training Portal

Business casual or casual attire (including jeans) is acceptable. The

As you prepare for CQ 2017, the following educational resources are

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Cheating or dishonesty in CQ can compromise safety for our customers,

Retake & Remediation Policy

Flight attendants are expected to demonstrate proficiency in the following

Proficiency Evaluations (door drills)

If a flight attendant is unsuccessful on their first attempt, they

You have missed a component of the commands.

NOTE: If the missed component is related to the flight attendant

There is no coaching allowed between the first and second

If a flight attendant is successful on the second attempt, the

Flight attendants who are unable to show proficiency in three

If a flight attendant is unsuccessful on the fourth attempt, their

Remediation & Final Attempt

Upon completion of remediation training, the flight attendant will

EVENT MANAGEMENT VALIDATION

If a crew is unsuccessful on their first attempt, they will be

If a flight attendant and/or crew is unsuccessful on the second

Flight attendants who are unable to show proficiency in three

If a flight attendant is unsuccessful on the fourth attempt, their

Remediation & Final Attempt

Upon completion of remediation training, the flight attendant will

If a flight attendant is unsuccessful on the 5th (final) attempt, the

FLIGHT ATTENDANT RESTRAINT SYSTEM

You will be required to complete 5 eLearning courses to maintain your

The Classroom Training portion of CQ 2017 is instructor-led training

SAFETY, SECURITY and YOU

MEDICAL EVENTS and EMERGENCIES

PRE-DEPARTURE, DEPARTURE and ARRIVAL

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Additionally, you will be evaluated on:

Your response to an adverse condition(s)

Preflight checks of the following pieces of emergency equipment:

Doors 101 - Manual Operation

REMEMBER, a flat-handed or open-palm push on the door, if

NOTE: An automatic door mock-up is a simulated environment and the

STOP, THINK, and LOCATE is an important procedure flight attendants

Stop what you are doing and focus on

Think about the disarming/arming

Locate the disarming/arming lever, girt

WHAT DOES SUCCESS LOOK LIKE?

WHAT DOES SUCCESS LOOK LIKE?

Sit in brace position in

At onset of Easy Victor,

If exit is usable, open exit

When slide is fully

Do not evacuate. Instruct

(HOLD ON OR SECURE SELF)

LIFT & RELEASE

(POWER ASSIST TAKES OVER)

(HOLD ON TO ASSIST HANDLE)

Information related to the emergency operation of the A321 3L

717 and Select MD-90 Door Fittings

MD-88/MD-90 TAILCONE DOOR

MD-88/MD-90/717 TAILCONE EVACUATION