From making in-flight announcements to interacting with customers, every cabin crew member knows that effective communication is key. Many flight attendants are well-versed in several languages and this enables them to better serve customers on board.
Just ask Evelyn Lim, a Leading Stewardess with Singapore Airlines. Not only is she bilingual in English and Mandarin, but she is also fluent in American Sign Language (ASL), which enables her to assist customers who are deaf. As Evelyn explains, ASL is a complete language which uses handshapes, facial expressions and body gestures to communicate.
Signing from a young age
Evelyn has been using sign language ever since she was a child. “My elder sister was born deaf, so we’ve always communicated using basic sign language,” she shares.
Growing up with a deaf sibling has helped Evelyn understand the importance of communication – and inclusion. “When I was little, I witnessed my sister and her friends being discriminated against in public, with people using inappropriate terms such as ‘deaf and dumb’ to address them,” she recalls. “But being deaf does not make them inferior. We just need to take time to understand them, and use alternative ways of communicating with them.”
Bringing her communication skills to the cabin
Today, Evelyn’s ASL skills enable her to better serve deaf customers on board. “At Singapore Airlines, we aim to ensure our service delivery is as seamless as possible across every customer touchpoint. Effective communication enables us to anticipate our customers’ needs, resolve situations when they arise and enhance the overall passenger experience,” she notes.
Evelyn looks out for her customers’ needs from the moment they set foot in the cabin. “Boarding would be the best time to identify deaf customers and assist them accordingly. For instance, I would introduce myself to them and ensure they fully understand the safety video, and I would also be on hand to answer their questions before takeoff,” she shares. “I want to ensure that all my passengers comply with in-flight safety instructions as much as possible, so effective communication is essential.”
Effective communication enables us to anticipate our customers’ needs, resolve situations when they arise and enhance the overall passenger experience
Her efforts have not gone unnoticed. She recalls a memorable encounter with a deaf traveller back in 2019, when she was working for SilkAir (prior to its merger with Singapore Airlines). “Upon boarding the aircraft, the customer signed to one of my colleagues, who had assisted in loading his baggage into the overhead compartment. I explained to my colleague that the customer was signing ‘thank you’, and also taught him to sign ‘welcome’ in return,” she says. “The customer then requested to take a short video of us. I simply thought he was a leisure traveller who wanted to commemorate the flight.” Little did she know that the customer was in fact Mr. Joel Barish, the co-founder of popular events business DeafNation. The video he posted online quickly went viral, accruing over 616,000 views on Facebook. This encounter has since inspired Evelyn to encourage more cabin crew members to learn sign language.
A journey of continuous self-improvement
In addition to honing her communication skills and service delivery, Evelyn constantly seeks to improve herself in other ways. For starters, travelling with Singapore Airlines has vastly broadened her horizons. “I’m a foodie, so I love visiting some of the oldest restaurants in Hong Kong, which are very nostalgic,” she shares. “I also love Cairns in Australia. It’s a thriving tropical city where I get to experience rich culture and explore the natural beauty of ancient rainforests.”
She has also learnt many life lessons on board, which she passes on to her kids. “Like I always tell my crew, every single flight we operate is unique. We have to take up the challenges that arise, think positively and self-reflect after each flight. There will only be a dead end if you do not give yourself a chance to improve,” she reflects. “This is my perspective on life after becoming a cabin crew member, and it’s a philosophy that I’ve shared with my two daughters too.”
