面試官在問這個(gè)問題的時(shí)候一定不是期待你給她一個(gè)完美的教科書式回答逼争，那樣太顯得生硬，像是在背誦課文劝赔。他們期待的是看到一個(gè)有sense去思考問題誓焦，有潛力成為一個(gè)解決問題的team player。
首先着帽，你要表現(xiàn)出基本的常識杂伟。雖然每個(gè)國家對機(jī)艙吸煙的禁止時(shí)間不盡相同（20世紀(jì)80年代開始美國澳大利亞等國家陸續(xù)開始禁止機(jī)艙吸煙），但是當(dāng)今社會仍翰，絕大多數(shù)的航空公司是視此為嚴(yán)重違反公共秩序行為的赫粥。之前有謠傳阿聯(lián)酋航空A380頭等艙計(jì)劃提供水煙服務(wù)，還一度上了一些網(wǎng)頁予借，后來被證實(shí)是假新聞。不僅普通煙蕾羊，雪茄喧笔，水煙及電子煙是均不可在機(jī)艙內(nèi)使用。所以在回答時(shí)首先強(qiáng)調(diào)一下機(jī)艙吸煙行為是達(dá)到國際共識的一致制止龟再， 不同于為乘客提供機(jī)艙服務(wù)時(shí)书闸，需要空乘微笑及耐心地去服務(wù)，涉及到安全問題時(shí)是空乘唯一可以對乘客采取強(qiáng)硬態(tài)度的時(shí)候利凑，也就是這時(shí)候你像乘客大吼也沒有supervisor敢舉報(bào)你浆劲。
然后我們便可以進(jìn)入正題了。按照卡航的程序哀澈，空乘是按照這樣的方法來解決此類問題的：
1. 乘客吸煙肯定是要冒出煙霧的對吧牌借，那么機(jī)艙上敏感的煙霧警報(bào)器會連續(xù)發(fā)出“滴滴滴”的響聲，然后空乘會檢查是哪里的煙霧警報(bào)器在響割按。一般乘客會選擇在洗手間吸煙膨报，那么假設(shè)我們按到警報(bào)器位置走到案發(fā)洗手間，敲門三下并警告乘客開門适荣。如果乘客拒絕那空乘當(dāng)然是有另外的渠道將門打開现柠。
2. 向他強(qiáng)調(diào)機(jī)艙上的‘禁止吸煙’牌示以及此行為嚴(yán)重違反卡航的規(guī)定等等，如：”You are requested? to observe the 'NO SMOKING SIGN'.Smoking on board a Qatar Airways flight is a serious offense. Thismatter is against the Aviation Law and will be reported to thelocal authorities at the next destination.“
3. 找出煙頭并用水滅掉弛矛，嚴(yán)重時(shí)需要采用滅火器够吩。
4 . 索取他的登機(jī)牌，來確認(rèn)他的身份信息丈氓，轉(zhuǎn)交給機(jī)長并記錄在AIR SAFETY REPORT里周循，進(jìn)而在落地后轉(zhuǎn)交相關(guān)部門處理强法。
5. 乘務(wù)長會提交一份報(bào)告給航空公司本部的安全部門。這時(shí)候乘客會被打入黑名單湾笛，以后做飛機(jī)的難度就大大增加了饮怯。
在處理過程中一定要時(shí)刻保持溝通。發(fā)現(xiàn)警報(bào)的人專心去發(fā)現(xiàn)煙霧源頭迄本，同時(shí)她也需要另外一個(gè)人時(shí)時(shí)與乘務(wù)長以及機(jī)長更新進(jìn)展硕淑，還需要另一個(gè)人隨時(shí)準(zhǔn)備的滅火器以及防火手套等一切備用品來消除后患。時(shí)時(shí)交流很重要嘉赎，這也是一個(gè)team player的重要品質(zhì)置媳，幫助大家高效的完成工作，保證乘客的安全公条。
下面是我按照以上分析思路寫的一個(gè)回答樣板：
First of all, I consider inflight smoking a serious offense to the public order and could be a potential hazard to the aircraft safety. I think as a cabin crew, we should take serious steps when solving these kind of problems拇囊，we can even shout at customers to show our affirmative attitude. Like we can enforce the passenger to observe the 'No Smoking' Sign on board and emphasize the rules that every passenger need to obey.
It is important to make our customer happy, but safety is also the first priority on board. Since the smoke is possible to cause a fire if it's not prevented in time.So the most important thing is to track down the resource of the smoke, and extinguish the smoke to prevent from further risking the passenger's safety.
Also, I would like to mention the necessity to communicate.We are working as a team with colleges? from different countries. We should keep updating information to our colleges to obtain help and to complete our job more efficiently.
