Answer questioms 1 through 4

OB in Action First a Question, Then a Major Altercation Since 9/11, heightened airline secu- rity has increased frustrations for both airline employees and passen. gers. Passengers have to abide by ever more rules that employees must enforce. For instance, on a flight from Europe to the United States, a simple passenger request escalated quickly. "Bill Pollock asked a flight attendant about a sign telling passengers not to venture beyond the curtain sepa- rating economy class from the rest of the plane." The New York Times re- Heightened ported. "He wanted to stretch his legs and visit his wife seated on the y in the plane's midsection. egan recording their wanted to stretch his increased frustrations and conflicts for passeng and employees. Jim West/Alamy opposite aisle, using the passageway behind the galley in the plane's But when he questioned a flight attendant on the policy and began record conversation using his cell phone, the situation quickly escalated: The mig dant grabbed his phone and nearby federal air marshals intervened. The marshals held him against the wall with his hands behind his back. Pom said, "I wasn't violent, I didn't use four-letter words. All I did was ask this guy abou the sign on the curtain and they flipped out." Afterward Pollock wondered about his rights and the rules, such as being restricted to particular cabins and not just bathrooms, as well as the right to video/audio record flight crew. A spokesperson for the Federal Aviation Administration responded that there is no rule limiting passenger movement on planes, but "no person may assault, threaten, intimidate, or interfere with a crew member in the performance of the crew member's duties." YOUR THOUGHTS? 1. What is your reaction? 2. Why do you think the situation escalated? 3. What could the flight attendant have done differently to prevent escalation?! 4. What could the passenger have done differently to avoid escalation