Day 154 - 13 Jul 95 - Page 18
1 Q. They were marked on whether or not they smiled?
2 A. I believe there was a section on the observation
3 checklist that said at that time -- I believe it has now
4 been removed -- it said something along the lines of: "Is
5 there a smile"?
6
7 Q. Yes. Those observation checklists would go to performance
8 reviews, and so to pay reviews?
9 A. Yes, although the smile was one of 45 categories or so
10 on the observation checklist; and, obviously, between
11 performance reviews, you would have possibly up to anywhere
12 between 10 and 100 OCLs done between performance reviews.
13 Therefore, it would only be a very small effect of that.
14
15 Q. If they failed a performance review -- if they failed an
16 OCL, they would be less likely to pass the performance
17 review, would they not?
18 A. They would, although, as I say, you are not going to
19 smile just on one -- sorry, you are not going to fail an
20 OCL just for that one section.
21
22 Q. No. But it all adds up, does it not, so the crew would
23 feel pressure to smile?
24 A. I would have said that the section was so small in the
25 context of the whole training programming that if they did
26 feel any pressure it would be minuscule.
27
28 Q. On the checklist where they are marked, the crew have to
29 actually get 85 out of 95, do they not?
30 A. To pass the OCL, I believe that was the pass mark, yes.
31
32 Q. So there is not much margin, is there? So they have to be
33 pretty careful; if they do not get any marks on the
34 smiling, they are running a big risk in not passing their
35 OCL?
36 A. Yes; although you have to take into context, though.
37 It is a training tool. So if they failed the OCL, that was
38 not necessarily the end of the world at all.
39
40 Q. On the same checklist, they would have to be making sure
41 they were selling up, suggestive selling?
42 A. That was also on the checklist, yes. We have tended to
43 move away from suggestive selling and selling up these
44 days.
45
46 Q. Why is that?
47 A. It is fairly difficult to do, without annoying the
48 customers.
49
50 Q. That is a recent development, is it?
51 A. That is three, four, five years, that sort of -----
52
53 Q. On the same form, they also have to make sure they give
54 some pleasant parting comment to the customer as well?
55 A. That is right, yes.
56
57 Q. So they are actually marked quite a lot on whether or not
58 they are smiling, making pleasant comments, selling up,
59 etcetera? If they were feeling hassled off their feet and
60 they did not feel up to it, it is quite likely that they
