Impact of Emotional Intelligence Training on Cabin Crew Performance: A Comparative Study of Crisis Handling Abilities among Trained and Untrained Cabin Crew in Indian Airlines

Abstract

The aviation industry increasingly recognizes emotional intelligence (EI) as a critical competency for cabin crew, particularly during in-flight emergencies and passenger conflict situations where rapid judgment, communication efficiency, and emotional regulation are essential. This study examines the impact of Emotional Intelligence training on the crisis handling abilities of cabin crew members employed in Indian airlines. The research adopts a comparative approach by evaluating the operational performance, stress management capacity, passenger interaction quality, teamwork, and decision-making effectiveness of EI-trained and untrained cabin crew personnel. The study aims to identify whether structured EI training contributes significantly to improved crisis response outcomes during emergency and high-pressure situations. Primary data may be collected through structured questionnaires, interviews, and performance assessment indicators among cabin crew from selected Indian airlines. The findings are expected to demonstrate that emotionally intelligent cabin crew exhibit higher adaptability, situational awareness, communication competence, and conflict resolution abilities compared to those without formal EI training. The study contributes to aviation human resource management literature by highlighting the strategic importance of EI-based training programs in enhancing passenger safety, service quality, and operational resilience within the Indian aviation sector.