Hoag
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One of the hardest skills to master as a controller was how to speak when dealing with an in flight emergency (IFE). Ideally, you want to have the tone of your voice give the pilot the feeling that you were dealing with their IFE with an unmistakable sense of urgency while still being calm and reassuring to the pilot. No matter what happens, you absolutely can not let the pilot sense panic or even worse uncertainty in your voice.I originally thought this thread was started because of SWA1380...
The pilot, the copilot and the controllers all did an outstanding job.
(The 1st IFE that I had to deal with after I finished training was 23 USN aircraft who could not land back on their carrier because the deck was "fouled" and now they were over water, critically low on fuel and looking for vectors to the nearest land based airport. All 23 aircraft landed safely, but it was a wild half hour till the last one touched down.)