With more than 75 years of experience at one of the busiest airport hubs in the world, we have our own training courses covering airport ground operations and management-related topics.
Operations
Airports are expanding the hub operations and they are promoting passenger interline transfer. This course aims to present passenger interline transfer procedures and the process flow. It will help to enhance the customer service standards, establish its own brand name and upgrade the airport’s competitiveness.
• Definition of transfer handling and types of transfer handling
• Establish Minimum Connecting Time (MCT)
• Introduce transfer handling process and flow
• Type-B messages for baggage handling
• Baggage Reconciliation System (BRS)
• Airport support infrastructure for facilitating transfer handling
• Airport Operations Managers
• Airlines station managers and supervisors
• Airport ground handling company managers and supervisors
Operations
ULDs are unit load devices developed for the safe, secure and efficient transportation of baggage and cargo by air. ULDs are designed and made to ensure reliable load restraint during flight and on the ground. This training course has made reference to the current edition of IATA ULD Regulations (ULDR) that provides the primary technical specifications and general functional guidance for the management, handling and control of ULDs.
• IATA ULD Regulations and Ground Handling Procedures
• Operator’s and Service Provider’s Responsibilities
• Classification and Identification
• ULD Inspection and Operational Limitations
• Acceptance, Buildup and Aircraft Loading Procedures
• Special Purpose ULDs
• Interline Transfers and Logistics Control
• Airside Safety and Human Factors
• Airline ULD managers
• Ground operations managers
• Cargo handling managers
• Ground service providers
• Freight forwarders
• Shippers
Operations
This course provides the participants the frameworks of cargo claims. Correct and accurate cargo claim handling and analysis will mitigate the carrier financial loss and project a good image to the carrier.
• Cargo claims principles, handling and process
• Introduce types of cargo claims
• Cargo claims legal frameworks
• How to assess the cargo claims
• Cases studies
•Airlines, freight forwarders claims managers
•Claims process personnel
Operations
Aircraft weight & balance is a fundamental aviation safety requirement that ensures flight safety from departure to arrival at final destination. Participants will gain comprehensive knowhow of the principles, procedures and risks associated with the application of aircraft weight & balance.
• Theory of flight
• Weight limitations
• Fuel assessment
• Principle of balance
• Structural strength limitations
• Load control
• Dangerous goods and special loads
• Load distribution and LIR
• Loadsheet and balance chart
• Documentation
• Ramp service supervisors
• Turnaround coordinators
• Load Controllers
• Airline, airport and ground service provider staff
• Persons interested in pursuing an aviation career
Operations
This course will equip you with the skills to provide a seamless world-class service to all these travelers from flight arrival, check-in to flight departure.
• Preparation for check-in
• Ticket and travel document checking
• Dangerous Goods – provision for passengers and crew
• General rules for checked baggage and excess baggage
• Extra seats (Cabin baggage/ Diplomatic baggage/ Extra seat)
• Arrival preparation and services
• Assisting passengers with special needs (e.g. elderly, vision impairment, hearing impairment, incapacitated, deportee, unaccompanied minors, etc.)
• Departure preparation and general boarding procedures
• Flight disruption (e.g. delay, cancellation & misconnection, etc.) handling procedures
• Ramp safety
• Passenger services and handling agents
• Passenger services instructors
• Anyone interested in pursuing an aviation career
Operations
This 4-day ground operations management training program aims to reinforce as well as to enhance the participant’s competency in managing ground operations functions safely, securely and efficiently. The program specifically emphasizes on the principles of airport handling and application in conjunction with the most current international ground operations standards and industry best practices.
• Cooperation with airport authorities and GSP
• Duties of station manager and ground operations Manager
• Standard ground handling and service level agreement
• Safety, security, quality and risk management systems
• ISAGO and internal audits
• Passenger, baggage, cargo and ULD handling
• Human resources and GSE management
• Load control and aircraft handling
• Aircraft turnaround coordination
• Emergency response planning and service recovery preparation
• Case studies and experience sharing with subject matter experts
• Airline station managers
• Station representatives
• Ground operations managers
• Duty managers
Operations
This 3-day ground handling training program aims to equip the participants with the competence and the required qualification to perform supervisory ground handling functions at the station. Specifically the program provides an overview of the principles of aircraft handling and the most current ground handling standards and industry best practices that will enhance personal knowledge, supervision skills and career development.
• The role of airline, airport authority and GSP
• Ground handling supervision and control
• Standard ground handling and service level agreement
• Safety, security, quality and risk management systems
• Introduction to ISAGO and station audits
• Principles of passenger, baggage and cargo handling
• Special load and ULD handling
• Load control and aircraft handling
• Aircraft turnaround coordination
• Emergency response and service recovery
• Team managers
• Duty supervisors
• Duty controllers
• Ramp coordinators
Operations
Baggage management, monitoring, tracing and handling, are vital in reducing baggage mishandling and raising customer satisfaction. WorldTracer operates globally and exchanges information with 2800+ member airports. It encompasses tracing, management, claims processing and others in resolving the mishandling of the baggage. The WorldTracer internet interface also allows passengers to track their bags by entering a transaction number.
• Techniques on handling baggage and mishandling cases
• Importance of Property Irregularity Report (PIR)
• Introduction of WorldTracer Baggage System
• Manual/System tracing process
• Handling of on-hand Baggage
• Sharing of Lost & Found (L&F) best practices
• Baggage handling officers
• Airport operations staff
• Airlines supervisors
• Ground Services Provider supervisors
Operations
Effective aircraft turnaround requires efficient resources and time management and the cooperation of ground service providers. This 5-day course aims to provide participants with the essential technical and functional aspects of aircraft handling and ramp safety requirements.
• General ramp handling preparation
• Aircraft cleaning, water service, catering and fueling interface
• Special cases and special passengers handling
• Ramp equipment and their functions
• Introduction of aircraft holds and cabin
• Principles of aircraft loading and loading limitation
• Loading and unloading procedures
• Special cargo handling
• Incident and accident handling
• Ramp safety
• Load controllers
• Aircraft dispatchers
• Ramp supervisors
• Turnaround coordinators
• Airline, airport and ground handling company staff
• Anyone interested in pursuing an aviation career
Coaching Skills
This course will help you build on your existing instructional skills, giving you multiple opportunities to experience the way you design, conduct, and evaluate a training event. With a strong focus on presentation skills and training best practices, you will gain valuable feedback from experienced facilitators in this practical and constructive learning environment.
• Adult learning styles
• Role and importance of the trainer
• Design the curriculum to meet actual needs
• Use questioning skill to adjust the teaching model
• Use of auxiliary work (e.g. games, visual effect and role play)
• Understand the shortcomings in improving teaching skill
• Apply teaching skill to provide feedback
• Trainer
• Coach
• All staff
Coaching Skills
Great coaches help people create great goals. One of the most important aspects of coaching is the ability to transfer knowledge from one person to another. A strong coaching culture enables employees to continuously share their ideas with others and improve internal processes. Coaching means building one-on-one relationships and managing a process that results in specific improved performance in targeted areas. Coaching is not about power, or authority, but it’s a process-driven relationship with clear goals and objectives.
• The principle and orientation of mentor
• Analyze employee issue to decide training objectives and contents
• Plan and apply methods to improve employee malpractice
• Practice mentor training skills
• Use skill to improve the training language used by mentor
• Seize the moment to rectify employee mistake
• Trainer
• Coach
• All staff
People Performance
This Course will equip you with the skills to clearly describe the company problem and approach to solve the problem in easy-to-use and well-proven principles.
• Problem Statement
• Types of Wastes
• Pareto Analysis
• Root Cause Analysis
• Problem Solving Tools & Techniques
• Creative Thinking for Problem Solving (1 day optional workshop)
• Managers or above
• Supervisors
• Anyone interested to improve problem solving skills
People Performance
Staff are promoted to be Supervisors because they performed well in their previous non-supervisory positions which means that they were good “doers”. To most newly promoted Supervisors, skills used to supervise others are not what they are good at or they have never been taught before. As a result, these supervisors have to find their own ways to deal with all problems they encounter when managing subordinates or they just learn from others which may not be the best practices. In case there are mistakes made due to the imperfect practices, it may bring costly outcome, for examples bad staff performance, low morale, high turnover rate and customer discontent at the end.
• Roles of Supervisors
• Business Triangle
• Competencies required in various levels of management
• Do Right things Right
• Leadership
• Understand different styles of leadership
• Determine the quality of staff at work
• Match of styles of leadership and maturity
• Skills required in different leadership styles
• Positive behaviors
• Managing staff
• Define staff performance
• Understand attitudes and abilities
• Motivation
• Give recognition
• Take disciplinary actions
• Supervisor
• Manager
People Performance
This workshop aims to help leaders and managers working in aviation industry to lead their teams in a balanced and successful way.
• Roles and responsibilities of leaders for effective business performance
• Developing and leading effective teams
• Performance management
• Problem solving and decision making
• Personal Management Traits
Manager or above
People Performance
It's a daily job to deal with "difficult" customer. To handle this smartly, we need to know how to communicate properly. Customer complaint does not necessary relate to “right or wrong”, but rather the matter of emotion and communication. When these could be dealt with diligently, the impact of complaint will be reduced.
• Types and mindsets of difficult customers
• Customer and company business relationships
• Steps and tips for dealing difficult customers
• Handling taboos and correct attitudes dealing difficult customers
• Employee service attitude and emotional control
• Case handling drills and feedback
• All customer handling staff
• Duty Managers Duty supervisors
People Performance
This workshop gives you the essences to achieve customer service excellence in your business sectors, not only strategies but also practical tactics.
• Importance of customer service
• Attributes of quality customer service provider
• Communication tactics to win customers
• Mystery Shopper
• Questioning Techniques
• Saying “No” nicely
• Turning discontents into pleasant moments
• Practicing the best practices of quality service through role play
• Customer Service
•Supervisors and Officers
• Sales Supervisors and Representatives
• Operations Supervisors and Officers
• Managers and Supervisors who wish to refresh their skills in customer services
Business Improvement
This Course will equip you with the skills to evaluate current operation performance and approach to improve the results in ease-to-use and well-proven principles.
• Process Concept
• SIPOC
• Process Mapping
• Measurement of Process Capability and Stability
• Process Improvement Essentials
• Introduction to Statistical Process Control
• Introduction to Lean Six Sigma Methodology
• Managers or above
• Supervisors
• Anyone interested to improve process performance
Business Improvement
In addition to traditional Lean Six Sigma course, this course will provide you not only overview of the methodology, but also tailor-made contents and focus on Lean Six Sigma deployment in Aviation Industry, as well as illustrate you the successful cases of how JAS make tremendous benefits throughout the journey of applying the methodology.
• DMAIC
• LEAN
• MUDA
• Kaizen
• PDCA
• 5S
• Standard Work
• Roles & Responsibilities of LSS organization
• Project Governance & Tollgate Review
• Project Administration
• Executives & Managers
• LSS project team
• Anyone interested to apply Lean Six Sigma methodology & management
Business Improvement
This course will guide you how to apply LEAN tools in your working environment to reduce non-value-added cost and activities; equip you with simplified approach to build-in LEAN methodology into daily practice and streamline operation flow.
• Gemba Walk
• MUDA
• Kaizen
• 5S & Visual Management
• Work Balance
• Kanban
• PDCA
• Standard Work
• SMED – Quick Turnaround Tool (1 day optional workshop)
• Executives & Managers
• LSS project team
• Anyone interested to adopt Lean methodology
Business Improvement
This course will provide you the insights and concept of how digital transformation could be beneficial to aviation industry, share the related technology trends and demonstrate the established IT solutions on paperless operation, efficiency management as well as turnaround management.
• Paper vs. paperless operation
• Journey of JAS Digital Transformation
• Real-time Turnaround Management System (JAS IOC Dashboard)
• Efficiency Management & Dashboard (JAS Efficiency Waterfall)
• TMS modular application by RAMP, Cargo, PS, etc. (JSA eCards)
• Visit JAS IOC Centre
• Executives & Managers
• Project leaders & team
• Anyone interested in how to apply digital innovation
Business Improvement
This course will address the importance of change management process in project success, share updated research results on critical factors, and will equip you with the skills to identify the resistance of individuals as well as formulate appropriate strategy to drive the implementation of changes.
• Voice of Customer, VOC
• Stakeholder Analysis
• Strategy towards positive change environment
• Communication Planning
• Role of Change Management throughout project life cycle
• Effective Change Management for Managers
• Executives & Managers
• Project leaders & team
• Anyone interested to drive and lead changes
Business Improvement
This course aims to help the participants to build the foundation for effective application of the IATA Standard Ground Handling Agreement (SGHA) and Service Level Agreement (SLA) and to learn how to assure cooperation, efficiency and service quality through agreed standards.
• IATA SGHA fundamentals
• AHM810 Main Agreement and Annexes
• AHM803 recommendations
• SLA specifications and design
• Execute, measure & monitor SLA performance
• Experience sharing with Subject Matter Experts
• Airline procurement managers
• GSP contract managers
• Service quality managers
• Station managers
• Legal Counsel
Business Improvement
This course provides participants with a foundation on risk management and emergency response planning which is to integrate into their operations to increase their risk awareness and ensure business continuity.
• Basic Understanding of Risk
• Major issues of Risk
• Risk Management Process – Risk Assessment
• Business Continuity Planning
• Crisis Management
Supervisors to managers in safety, ground operations and other related areas
Business Improvement
This 1-day course aims to raise the awareness of human factors in achieving safe, health and efficient airport ground operations. Participants shall comprehend the elements of human factors and be capable of determining when and how these elements should be incorporated into their own operational environments and Safety Management System (SMS). Human factors theories and models are illustrated by real cases to advance learning result.
• Understand human capabilities and limitations
• Understand human factors, its development and roles towards a Safety Management System (SMS)
• Mitigate human factors in your operation systems to improve safety and business performance
• Manage the consequences and impacts of human factors
• Promulgate the importance of safety culture in your organization
• Airport Operation Managers
• Airlines Station Managers and Supervisors
• Ground Handling Managers
• Regulator staff
Business Improvement
Safety is the foundation of corporate development. This program aims to introduce and understand the standard of safe operation on ground handling, safety checking and accident investigation, in order to establish a good working environment and model, in promoting the health and safety management culture.
• Safety management system
• Human factors
• Personal protection
• Adverse weather
• Points to notice during work on apron
• Points to notice in unloading baggage
• FOD handling and prevention
• Accident/work injury treatment
• Physical handling operations
• General safety guidelines
• Fire prevention
All Ground Operation staff
Business Improvement
This Course will equip you with the skills to evaluate current operation performance and approach to improve the results in ease-to-use and well-proven principles.
• Process Concept
• SIPOC
• Process Mapping
• Measurement of Process Capability and Stability
• Process Improvement Essentials
• Introduction to Statistical Process Control
• Introduction to Lean Six Sigma Methodology
• Managers or above
• Supervisors
• Anyone interested to improve process performance
People Performance
This Course will equip you with the skills to clearly describe the company problem and approach to solve the problem in easy-to-use and well-proven principles.
• Problem Statement
• Types of Wastes
• Pareto Analysis
• Root Cause Analysis
• Problem Solving Tools & Techniques
• Creative Thinking for Problem Solving (1 day optional workshop)
• Managers or above
• Supervisors
• Anyone interested to improve problem solving skills
Business Improvement
In addition to traditional Lean Six Sigma course, this course will provide you not only overview of the methodology, but also tailor-made contents and focus on Lean Six Sigma deployment in Aviation Industry, as well as illustrate you the successful cases of how JAS make tremendous benefits throughout the journey of applying the methodology.
• DMAIC
• LEAN
• MUDA
• Kaizen
• PDCA
• 5S
• Standard Work
• Roles & Responsibilities of LSS organization
• Project Governance & Tollgate Review
• Project Administration
• Executives & Managers
• LSS project team
• Anyone interested to apply Lean Six Sigma methodology & management
Business Improvement
This course will guide you how to apply LEAN tools in your working environment to reduce non-value-added cost and activities; equip you with simplified approach to build-in LEAN methodology into daily practice and streamline operation flow.
• Gemba Walk
• MUDA
• Kaizen
• 5S & Visual Management
• Work Balance
• Kanban
• PDCA
• Standard Work
• SMED – Quick Turnaround Tool (1 day optional workshop)
• Executives & Managers
• LSS project team
• Anyone interested to adopt Lean methodology
Business Improvement
This course will provide you the insights and concept of how digital transformation could be beneficial to aviation industry, share the related technology trends and demonstrate the established IT solutions on paperless operation, efficiency management as well as turnaround management.
• Paper vs. paperless operation
• Journey of JAS Digital Transformation
• Real-time Turnaround Management System (JAS IOC Dashboard)
• Efficiency Management & Dashboard (JAS Efficiency Waterfall)
• TMS modular application by RAMP, Cargo, PS, etc. (JSA eCards)
• Visit JAS IOC Centre
• Executives & Managers
• Project leaders & team
• Anyone interested in how to apply digital innovation
Business Improvement
This course will address the importance of change management process in project success, share updated research results on critical factors, and will equip you with the skills to identify the resistance of individuals as well as formulate appropriate strategy to drive the implementation of changes.
• Voice of Customer, VOC
• Stakeholder Analysis
• Strategy towards positive change environment
• Communication Planning
• Role of Change Management throughout project life cycle
• Effective Change Management for Managers
• Executives & Managers
• Project leaders & team
• Anyone interested to drive and lead changes
Operations
Airports are expanding the hub operations and they are promoting passenger interline transfer. This course aims to present passenger interline transfer procedures and the process flow. It will help to enhance the customer service standards, establish its own brand name and upgrade the airport’s competitiveness.
• Definition of transfer handling and types of transfer handling
• Establish Minimum Connecting Time (MCT)
• Introduce transfer handling process and flow
• Type-B messages for baggage handling
• Baggage Reconciliation System (BRS)
• Airport support infrastructure for facilitating transfer handling
• Airport Operations Managers
• Airlines station managers and supervisors
• Airport ground handling company managers and supervisors
Operations
ULDs are unit load devices developed for the safe, secure and efficient transportation of baggage and cargo by air. ULDs are designed and made to ensure reliable load restraint during flight and on the ground. This training course has made reference to the current edition of IATA ULD Regulations (ULDR) that provides the primary technical specifications and general functional guidance for the management, handling and control of ULDs.
• IATA ULD Regulations and Ground Handling Procedures
• Operator’s and Service Provider’s Responsibilities
• Classification and Identification
• ULD Inspection and Operational Limitations
• Acceptance, Buildup and Aircraft Loading Procedures
• Special Purpose ULDs
• Interline Transfers and Logistics Control
• Airside Safety and Human Factors
• Airline ULD managers
• Ground operations managers
• Cargo handling managers
• Ground service providers
• Freight forwarders
• Shippers
Operations
This course provides the participants the frameworks of cargo claims. Correct and accurate cargo claim handling and analysis will mitigate the carrier financial loss and project a good image to the carrier.
• Cargo claims principles, handling and process
• Introduce types of cargo claims
• Cargo claims legal frameworks
• How to assess the cargo claims
• Cases studies
•Airlines, freight forwarders claims managers
•Claims process personnel
Operations
Aircraft weight & balance is a fundamental aviation safety requirement that ensures flight safety from departure to arrival at final destination. Participants will gain comprehensive knowhow of the principles, procedures and risks associated with the application of aircraft weight & balance.
• Theory of flight
• Weight limitations
• Fuel assessment
• Principle of balance
• Structural strength limitations
• Load control
• Dangerous goods and special loads
• Load distribution and LIR
• Loadsheet and balance chart
• Documentation
• Ramp service supervisors
• Turnaround coordinators
• Load Controllers
• Airline, airport and ground service provider staff
• Persons interested in pursuing an aviation career
Operations
This course will equip you with the skills to provide a seamless world-class service to all these travelers from flight arrival, check-in to flight departure.
• Preparation for check-in
• Ticket and travel document checking
• Dangerous Goods – provision for passengers and crew
• General rules for checked baggage and excess baggage
• Extra seats (Cabin baggage/ Diplomatic baggage/ Extra seat)
• Arrival preparation and services
• Assisting passengers with special needs (e.g. elderly, vision impairment, hearing impairment, incapacitated, deportee, unaccompanied minors, etc.)
• Departure preparation and general boarding procedures
• Flight disruption (e.g. delay, cancellation & misconnection, etc.) handling procedures
• Ramp safety
• Passenger services and handling agents
• Passenger services instructors
• Anyone interested in pursuing an aviation career
Operations
This 4-day ground operations management training program aims to reinforce as well as to enhance the participant’s competency in managing ground operations functions safely, securely and efficiently. The program specifically emphasizes on the principles of airport handling and application in conjunction with the most current international ground operations standards and industry best practices.
• Cooperation with airport authorities and GSP
• Duties of station manager and ground operations Manager
• Standard ground handling and service level agreement
• Safety, security, quality and risk management systems
• ISAGO and internal audits
• Passenger, baggage, cargo and ULD handling
• Human resources and GSE management
• Load control and aircraft handling
• Aircraft turnaround coordination
• Emergency response planning and service recovery preparation
• Case studies and experience sharing with subject matter experts
• Airline station managers
• Station representatives
• Ground operations managers
• Duty managers
Operations
This 3-day ground handling training program aims to equip the participants with the competence and the required qualification to perform supervisory ground handling functions at the station. Specifically the program provides an overview of the principles of aircraft handling and the most current ground handling standards and industry best practices that will enhance personal knowledge, supervision skills and career development.
• The role of airline, airport authority and GSP
• Ground handling supervision and control
• Standard ground handling and service level agreement
• Safety, security, quality and risk management systems
• Introduction to ISAGO and station audits
• Principles of passenger, baggage and cargo handling
• Special load and ULD handling
• Load control and aircraft handling
• Aircraft turnaround coordination
• Emergency response and service recovery
• Team managers
• Duty supervisors
• Duty controllers
• Ramp coordinators
Operations
Baggage management, monitoring, tracing and handling, are vital in reducing baggage mishandling and raising customer satisfaction. WorldTracer operates globally and exchanges information with 2800+ member airports. It encompasses tracing, management, claims processing and others in resolving the mishandling of the baggage. The WorldTracer internet interface also allows passengers to track their bags by entering a transaction number.
• Techniques on handling baggage and mishandling cases
• Importance of Property Irregularity Report (PIR)
• Introduction of WorldTracer Baggage System
• Manual/System tracing process
• Handling of on-hand Baggage
• Sharing of Lost & Found (L&F) best practices
• Baggage handling officers
• Airport operations staff
• Airlines supervisors
• Ground Services Provider supervisors
Operations
Effective aircraft turnaround requires efficient resources and time management and the cooperation of ground service providers. This 5-day course aims to provide participants with the essential technical and functional aspects of aircraft handling and ramp safety requirements.
• General ramp handling preparation
• Aircraft cleaning, water service, catering and fueling interface
• Special cases and special passengers handling
• Ramp equipment and their functions
• Introduction of aircraft holds and cabin
• Principles of aircraft loading and loading limitation
• Loading and unloading procedures
• Special cargo handling
• Incident and accident handling
• Ramp safety
• Load controllers
• Aircraft dispatchers
• Ramp supervisors
• Turnaround coordinators
• Airline, airport and ground handling company staff
• Anyone interested in pursuing an aviation career
Business Improvement
This course aims to help the participants to build the foundation for effective application of the IATA Standard Ground Handling Agreement (SGHA) and Service Level Agreement (SLA) and to learn how to assure cooperation, efficiency and service quality through agreed standards.
• IATA SGHA fundamentals
• AHM810 Main Agreement and Annexes
• AHM803 recommendations
• SLA specifications and design
• Execute, measure & monitor SLA performance
• Experience sharing with Subject Matter Experts
• Airline procurement managers
• GSP contract managers
• Service quality managers
• Station managers
• Legal Counsel
Business Improvement
This course provides participants with a foundation on risk management and emergency response planning which is to integrate into their operations to increase their risk awareness and ensure business continuity.
• Basic Understanding of Risk
• Major issues of Risk
• Risk Management Process – Risk Assessment
• Business Continuity Planning
• Crisis Management
Supervisors to managers in safety, ground operations and other related areas
Business Improvement
This 1-day course aims to raise the awareness of human factors in achieving safe, health and efficient airport ground operations. Participants shall comprehend the elements of human factors and be capable of determining when and how these elements should be incorporated into their own operational environments and Safety Management System (SMS). Human factors theories and models are illustrated by real cases to advance learning result.
• Understand human capabilities and limitations
• Understand human factors, its development and roles towards a Safety Management System (SMS)
• Mitigate human factors in your operation systems to improve safety and business performance
• Manage the consequences and impacts of human factors
• Promulgate the importance of safety culture in your organization
• Airport Operation Managers
• Airlines Station Managers and Supervisors
• Ground Handling Managers
• Regulator staff
Business Improvement
Safety is the foundation of corporate development. This program aims to introduce and understand the standard of safe operation on ground handling, safety checking and accident investigation, in order to establish a good working environment and model, in promoting the health and safety management culture.
• Safety management system
• Human factors
• Personal protection
• Adverse weather
• Points to notice during work on apron
• Points to notice in unloading baggage
• FOD handling and prevention
• Accident/work injury treatment
• Physical handling operations
• General safety guidelines
• Fire prevention
All Ground Operation staff
Coaching Skills
This course will help you build on your existing instructional skills, giving you multiple opportunities to experience the way you design, conduct, and evaluate a training event. With a strong focus on presentation skills and training best practices, you will gain valuable feedback from experienced facilitators in this practical and constructive learning environment.
• Adult learning styles
• Role and importance of the trainer
• Design the curriculum to meet actual needs
• Use questioning skill to adjust the teaching model
• Use of auxiliary work (e.g. games, visual effect and role play)
• Understand the shortcomings in improving teaching skill
• Apply teaching skill to provide feedback
• Trainer
• Coach
• All staff
Coaching Skills
Great coaches help people create great goals. One of the most important aspects of coaching is the ability to transfer knowledge from one person to another. A strong coaching culture enables employees to continuously share their ideas with others and improve internal processes. Coaching means building one-on-one relationships and managing a process that results in specific improved performance in targeted areas. Coaching is not about power, or authority, but it’s a process-driven relationship with clear goals and objectives.
• The principle and orientation of mentor
• Analyze employee issue to decide training objectives and contents
• Plan and apply methods to improve employee malpractice
• Practice mentor training skills
• Use skill to improve the training language used by mentor
• Seize the moment to rectify employee mistake
• Trainer
• Coach
• All staff
People Performance
Staff are promoted to be Supervisors because they performed well in their previous non-supervisory positions which means that they were good “doers”. To most newly promoted Supervisors, skills used to supervise others are not what they are good at or they have never been taught before. As a result, these supervisors have to find their own ways to deal with all problems they encounter when managing subordinates or they just learn from others which may not be the best practices. In case there are mistakes made due to the imperfect practices, it may bring costly outcome, for examples bad staff performance, low morale, high turnover rate and customer discontent at the end.
• Roles of Supervisors
• Business Triangle
• Competencies required in various levels of management
• Do Right things Right
• Leadership
• Understand different styles of leadership
• Determine the quality of staff at work
• Match of styles of leadership and maturity
• Skills required in different leadership styles
• Positive behaviors
• Managing staff
• Define staff performance
• Understand attitudes and abilities
• Motivation
• Give recognition
• Take disciplinary actions
• Supervisor
• Manager
People Performance
This workshop aims to help leaders and managers working in aviation industry to lead their teams in a balanced and successful way.
• Roles and responsibilities of leaders for effective business performance
• Developing and leading effective teams
• Performance management
• Problem solving and decision making
• Personal Management Traits
Manager or above
People Performance
It's a daily job to deal with "difficult" customer. To handle this smartly, we need to know how to communicate properly. Customer complaint does not necessary relate to “right or wrong”, but rather the matter of emotion and communication. When these could be dealt with diligently, the impact of complaint will be reduced.
• Types and mindsets of difficult customers
• Customer and company business relationships
• Steps and tips for dealing difficult customers
• Handling taboos and correct attitudes dealing difficult customers
• Employee service attitude and emotional control
• Case handling drills and feedback
• All customer handling staff
• Duty Managers Duty supervisors
People Performance
This workshop gives you the essences to achieve customer service excellence in your business sectors, not only strategies but also practical tactics.
• Importance of customer service
• Attributes of quality customer service provider
• Communication tactics to win customers
• Mystery Shopper
• Questioning Techniques
• Saying “No” nicely
• Turning discontents into pleasant moments
• Practicing the best practices of quality service through role play
• Customer Service
•Supervisors and Officers
• Sales Supervisors and Representatives
• Operations Supervisors and Officers
• Managers and Supervisors who wish to refresh their skills in customer services
Above courses can be delivered in Hong Kong or overseas subject to agreement and availabilities of our instructors. We are also happy to provide tailor-made training courses based on the above-mentioned topics and with customers' specific requirements incorporated.
For further details, please contact us academy@jasg.com and we will be delighted to discuss your requirements.
