Online training COURSES

Online training Courses

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.

01

Ramp Services

Ramp Services

ULD Inspection VR Training

In Virtual Reality (VR) trainees can practice cargo container inspection skills in a safe and realistic environment.

Course Outline

Accessing real aviation equipment, such as Aircraft, ULDs and GSE, in hands-on training is often costly and difficult. In Virtual Reality (VR) trainees can practice skills in a safe and realistic environment. Some of the drills may consist of situations or incidents which are not possible to practice in real life.

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Ramp Services

Aircraft Walkaround Check VR Training

In Virtual Reality (VR) trainees can practice skills for checking aircraft airworthiness in a safe and realistic environment.

Course Outline

Accessing real aviation equipment, such as Aircraft, ULDs and GSE, in hands-on training is often costly and difficult. In Virtual Reality (VR) trainees can practice skills in a safe and realistic environment. Some of the drills may consist of situations or incidents which are not possible to practice in real life.

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Ramp Services

Cargo in Passenger Cabin - eLearning

Covers guidelines from aircraft manufacturers and aviation authorities to use passenger aircraft cabin for cargo.

Course Outline

When coronavirus (COVID-19) pandemic hit the world, a huge number of passenger flights were cancelled, and air cargo capacity was significantly reduced. Airlines found viable solutions together with the aircraft manufacturers and aviation authorities to use passenger aircraft cabin for cargo. This training course is based on EASA, FAA and IATA guidelines, recommendations, and regulations available as of May 2020.

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Ramp Services

Ground Support Equipment (GSE) Operations - eLearning course

This training course gives an overview of the safety requirements for operating Ground Service Equipment (GSE) while servicing aircraft.

Course Outline

This training course gives an overview of the safety requirements for operating Ground Service Equipment (GSE) while servicing aircraft. Participants will learn how to verify the safety and serviceability of GSE and how to operate GSE around aircraft to prevent costly ground damage to equipment and aircraft.

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Ramp Services

De-icing Theory - eLearning course

The objective of this course is to provide theoretical background to operate and control aircraft de-/anti-icing procedures.

Course Outline

This course is designed for personnel to gain relevant knowledge of international requirements and recommendations for De-Icing/Anti-Icing aircraft on the ground. The objective of this course is to provide theoretical background to operate and control aircraft de-/anti-icing procedures.

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Ramp Services

Aircraft Turnaround Coordination – eLearning course

This course is designed for personnel to gain relevant knowledge and understanding of aircraft turnaround standards and procedures.

Course Outline

This course is designed for personnel to gain relevant knowledge and understanding of aircraft turnaround standards and procedures. The course content is in line with the training requirements outlined by the IATA Airport Handling Manual (AHM) and IATA Ground Operation Manual (IGOM).

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Ramp Services

Introduction to Safety Management System (SMS) – eLearning course

This training ensures that entire organisation understands what SMS means, what is their role, and how individual actions contribute to the company’s safety work.

Course Outline

All organisations that operate in an airside environment should have Safety Management System. The safety management system training is a must to ensure that entire organisation understands what SMS means, what is their role, and how individual actions contribute to the company’s safety work.

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Ramp Services

Human Factors – eLearning course

This online course provides participants with an introduction to the concept of human factors and helps them increase their awareness of the impact of human performance on safety.

Course Outline

People play a central role in airport activities. They do a wide variety of jobs necessary for safe and efficient operations. 80% of apron accidents and incidents involve some type of human error or violation of company policies, processes, or procedures. This online course provides participants with an introduction to the concept of human factors and helps them increase their awareness of the impact of human performance on safety.

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Ramp Services

Airside Safety – eLearning course

This course is designed for personnel to gain relevant knowledge, understanding and practical skills for international airside safety standards and requirements.

Course Outline

This course is designed for personnel to gain relevant knowledge, understanding and practical skills for international airside safety standards and requirements. The course content is in line with IATA’s Airport Handling Manual (AHM) and Ground Operations Manual (IGOM) requirements.

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Ramp Services

Ramp Handling – eLearning course

This course is designed for personnel to gain relevant knowledge and understanding of international ramp handling standards and procedures.

Course Outline

This course is designed for personnel to gain relevant knowledge and understanding of international ramp handling standards and procedures. This course is designed according to the training requirements outlined by the IATA Airport Handling manual (AHM) and IATA Ground Operation Manual (IGOM).

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02

Passenger Service

Passenger Services

Introduction to the Airport - eLearning course

The Introduction to the Airport course has been designed to give the participants an overview about essential areas of an airport.

Course Outline

The Introduction to the Airport course has been designed to give the participants an overview about essential areas of an airport to obtain a “big picture” about the different stakeholder involved and the fundamental elements of airport infrastructure and operations.

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Passenger Services

Schengen Area Travel Documents - eLearning Course

Covers rules on document checks and visa requirements for travelers to the European Union's Schengen Area.

Course Outline

Schengen Area, signifies a zone where 26 European countries apply common rules for people entering the area, including rules on document checks and visa requirements. Airlines are responsible for ensuring that the passengers they carry have all required travel documents in place to enter the Schengen area. However, many passengers that intend to access the Schengen area are still using improper or invalid travel documentation.

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Passenger Services

Threatening Customers - eLearning course

This eLearning course helps to identify early signals of potential disruptive situations and how to handle these challenging customer serviced situations.

Course Outline

Incidents involving unruly passengers are an ongoing concern for airlines. They are happening in all parts of the world and in all classes of travel. And the fallout from each incident cuts across many aviation sectors, including safety, security, legal and flight operations. There are different guidance and specifications related to company policy, procedures, and training. This eLearning course helps to identify early signals of potential disruptive situations and how to handle these challenging customer serviced situations.

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Passenger Services

Passenger Handling - eLearning course

This course is designed for personnel to gain relevant knowledge, understanding and practical skills for passenger handling standards and requirements.

Course Outline

This course is designed for personnel to gain relevant knowledge, understanding and practical skills for passenger handling standards and requirements. The course content is in line with IATA’s Airport Handling Manual (AHM) and Ground Operations Manual (IGOM) requirements.

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Passenger Services

Infectious Disease - eLearning course

This course provides basic information about serious infectious diseases (e.g. COVID-19).

Course Outline

This course provides basic information about serious infectious diseases (e.g. COVID-19). The course is designed for airlines and ground handling agent’s personnel to gain relevant knowledge, understanding and best practices in the event of public health emergencies. The course content is based on WHO, EASA, FAA and IATA guidelines, recommendations, and regulations available as of April 2020.

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Passenger Services

Aviation Security Awareness – eLearning course

This course is designed to provide information and skills of how to manage and understand threats and risks to aviation security.

Course Outline

Compliance with regulations and guidelines plays a critical role in the security of the aviation system. Therefore, it is important that employees working for airlines, ground handling or other aviation related companies understand threats and risks to aviation security.

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03

Logistics

Logistics

Pharmaceutical Cargo Handling for Drivers - eLearning course

This pharmaceutical training course for drivers is designed to cover the knowledge requirements of logistics staff, such as drivers.

Course Outline

Managing the transportation of temperature sensitive pharmaceuticals is a logistical challenge, and employees need to be ready at all organisational levels. This pharmaceutical training course for drivers is designed to cover the knowledge requirements of logistics staff, such as drivers. The course content fully complies with the Guidelines on Good Distribution Practice (GDP) of Medicinal Products and IATA Perishable Cargo Regulations Chapter 17 - Air Transport Logistics for Time and Temperature-Sensitive Healthcare products.

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Logistics

Authorized Economic Operator (AEO) for Logistics - eLearning course

This course is designed according to the AEO concept, which is one of the main building blocks within the WCO SAFE Framework.

Course Outline

AEO (Authorised Economic Operator) is part of World Customs Organisation’s (WCO) standards to secure and facilitate global trade. This course is designed according to the AEO concept, which is one of the main building blocks within the WCO SAFE Framework of Standards (SAFE).

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Logistics

Cyber Security – eLearning course

Our Cyber Security online eLearning training course is designed for personnel to gain relevant knowledge and to give practical skills on how to avoid information security mistakes.

Course Outline

According to studies employees often do not see themselves as part of the company’s information security efforts and therefore take actions that ignore company’s security interest. Employee behaviour play a central role on information security in organisations and security culture needs to be improved continuously.

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04

Air Cargo

Air Cargo Terminals

Cargo Handling - eLearning course

This course is designed for personnel to gain relevant knowledge and understanding of international cargo handling standards and procedures.

Course Outline

This course is designed for personnel to gain relevant knowledge and understanding of international cargo handling standards and procedures. This course is designed according to the training requirements outlined by the IATA Cargo Handling Manual (ICHM), IATA ULD Regulations (ULDR) and IATA Airport Handling manual (AHM).

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Air Cargo Terminals

Air Cargo Basics - eLearning course

The Air Cargo Basics course gives participants an overview about air cargo.

Course Outline

The Air Cargo Basics course has been designed to give the participants an overview about air cargo to obtain a “big picture” about the different stakeholder involved and the fundamental elements of air cargo operations.

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Air Cargo Terminals

Pallet Inspection VR Training

In Virtual Reality (VR) trainees can practice cargo pallet inspection skills in a safe and realistic environment.

Course Outline

Accessing real aviation equipment, such as Aircraft, ULDs and GSE, in hands-on training is often costly and difficult. In Virtual Reality (VR) trainees can practice skills in a safe and realistic environment. Some of the drills may consist of situations or incidents which are not possible to practice in real life.

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Air Cargo Terminals

Live Animals Regulations (LAR) - eLearning course

This course is designed to introduce the IATA Live Animals Regulations (LAR).

Course Outline

There are many reasons why people transport live animals. The animals may be personal pets, assistance dogs, sporting animals, animals for breeding, zoological animals and species being transported for reasons of science, etc. This course is designed according to the IATA Live Animals Regulations (LAR).

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Air Cargo Terminals

Pharmaceutical Cargo - eLearning course

The course is designed for personnel to gain relevant knowledge, understanding and practical skills for Pharmaceutical and Time and Temperature-Sensitive Healthcare products handling.

Course Outline

Each successfully transported pharma product improves someone’s quality of life. The course is designed for personnel to gain relevant knowledge, understanding and practical skills for Pharmaceutical and Time and Temperature-Sensitive Healthcare products handling. The course content complies with the Guidelines on Good Distribution Practice (GDP) of Medicinal Products and IATA Temperature Control Regulations (10th edition) Chapter 17 – Air Transport Logistics for Time and Temperature Sensitive Healthcare Products.

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Air Cargo Terminals

Perishable Cargo Handling (PCR) - eLearning course

How to ensure that perishable products will reach the customer on-time, and in sound condition.

Course Outline

Perishable goods are growing segments of air cargo and we need to ensure that products will reach the customer on-time, and in sound condition. Shipment’s quality requires specific equipment, storage facilities, harmonised handling procedures and, proper training for all employees in transportation chain.

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Air Cargo Terminals

ULD Operations – eLearning course

This course is designed according to the training requirements outlined by the IATA ULD Panel and published in the IATA ULD Regulations (ULDR).

Course Outline

The IATA has developed ULD Regulations (ULDR) for standards and procedures concerning the specifications, handling, restraint and maintenance of ULDs for operational personnel.

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Business Improvement

Process 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.

Course Outline

• 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

Target Audience

• Managers or above

• Supervisors

• Anyone interested to improve process performance

Length
2 Days (16 Hours)
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People Performance

Problem Solving

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.

Course Outline

• Problem Statement

• Types of Wastes

• Pareto Analysis

• Root Cause Analysis

• Problem Solving Tools & Techniques

• Creative Thinking for Problem Solving (1 day optional workshop)

Target Audience

• Managers or above

• Supervisors

• Anyone interested to improve problem solving skills

Length
2 Days (16 hours) + 1 Day (8 hours)
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Business Improvement

Lean Six Sigma for Aviation

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.

Course Outline

• DMAIC

• LEAN

• MUDA

• Kaizen

• PDCA

• 5S

• Standard Work

• Roles & Responsibilities of LSS organization

• Project Governance & Tollgate Review

• Project Administration

Target Audience

• Executives & Managers

• LSS project team

• Anyone interested to apply Lean Six Sigma methodology & management

Length
4 Days + 4 Days (Total 64 hours)
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Business Improvement

LEAN in Action

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.

Course Outline

• Gemba Walk

• MUDA

• Kaizen

• 5S & Visual Management

• Work Balance

• Kanban

• PDCA

• Standard Work

• SMED – Quick Turnaround Tool (1 day optional workshop)

Target Audience

• Executives & Managers

• LSS project team

• Anyone interested to adopt Lean methodology

Length
2 Days (16 hours) + 1 Day (8 hours)
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Business Improvement

Digital Innovation for Aviation

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.

Course Outline

• 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

Target Audience

• Executives & Managers

• Project leaders & team

• Anyone interested in how to apply digital innovation

Length
2 Days (16 hours)
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Business Improvement

Change Management

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.

Course Outline

• 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

Target Audience

• Executives & Managers

• Project leaders & team

• Anyone interested to drive and lead changes

Length
2 Days (16 hours)
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Operations

Passenger Interline Transfer

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.

Course Outline

• 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

Target Audience

• Airport Operations Managers

• Airlines station managers and supervisors

• Airport ground handling company managers and supervisors

Length
1 Day (8 hours)
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Operations

ULD Handling and Control

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.

Course Outline

• 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

Target Audience

• Airline ULD managers

• Ground operations managers

• Cargo handling managers

• Ground service providers

• Freight forwarders

• Shippers

Length
3 Days (24 hours)
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Operations

Principles of Cargo Claims and Effective Handling

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.

Course Outline

• Cargo claims principles, handling and process
• Introduce types of cargo claims
• Cargo claims legal frameworks
• How to assess the cargo claims
• Cases studies

Target Audience

•Airlines, freight forwarders claims managers

•Claims process personnel

Length
2 Days (16 hours)
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Operations

Principles of Aircraft Weight and Balance

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.

Course Outline

• 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

Target Audience

• Ramp service supervisors

• Turnaround coordinators

• Load Controllers

• Airline, airport and ground service provider staff

• Persons interested in pursuing an aviation career

Length
3 Days (24 hours)
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Operations

Passenger Check-in, Flight Arrival and Departure Services

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.

Course Outline

• 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

Target Audience

• Passenger services and handling agents

• Passenger services instructors

• Anyone interested in pursuing an aviation career

Length
5 Days (40 hours)
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Operations

Ground Operations Management

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.

Course Outline

• 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

Target Audience

• Airline station managers

• Station representatives

• Ground operations managers

• Duty managers

Length
4 Days (32 hours)
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Operations

Ground Handling Fundamentals

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.

Course Outline

• 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

Target Audience

• Team managers

• Duty supervisors

• Duty controllers

• Ramp coordinators

Length
3 Days (24 hours)
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Operations

Baggage Service and WorldTracer Baggage System Training

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.

Course Outline

• 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

Target Audience

• Baggage handling officers

• Airport operations staff

• Airlines supervisors

• Ground Services Provider supervisors

Length
3 Days + (optional) 1 Day On Job Training (32 hours)
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Operations

Aircraft Turnaround Coordination and Supervision

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.

Course Outline

• 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

Target Audience

• Load controllers

• Aircraft dispatchers

• Ramp supervisors

• Turnaround coordinators

• Airline, airport and ground handling company staff

• Anyone interested in pursuing an aviation career

Length
5 Days (40 hours)
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Business Improvement

Tactical Application of SGHA and SLA

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.

Course Outline

• 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

Target Audience

• Airline procurement managers

• GSP contract managers

• Service quality managers

• Station managers

• Legal Counsel

Length
3 Days (24 hours)
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Business Improvement

Operational Risk Management and Emergency Response Planning

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.

Course Outline

• Basic Understanding of Risk
• Major issues of Risk
• Risk Management Process – Risk Assessment
• Business Continuity Planning
• Crisis Management

Target Audience

Supervisors to managers in safety, ground operations and other related areas

Length
3 Days (24 hours)
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Business Improvement

Human Factors in Airport Safety

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.

Course Outline

• 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

Target Audience

• Airport Operation Managers

• Airlines Station Managers and Supervisors

• Ground Handling Managers

• Regulator staff

Length
1 Day (8 hours)
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Business Improvement

Health and Safety Training

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.

Course Outline

• 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

Target Audience

All Ground Operation staff

Length
1 Day (8 hours)
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Coaching Skills

Train-the-Trainer

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.

Course Outline

• 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

Target Audience

• Trainer

• Coach

• All staff

Length
3 Days (24 hours)
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Coaching Skills

Coaching Skills Training

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.

Course Outline

• 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

Target Audience

• Trainer

• Coach

• All staff

Length
1 Day (8 hours)
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People Performance

Supervisory Management Training

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.

Course Outline

• 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

Target Audience

• Supervisor

• Manager

Length
3 Days (24 hours)
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People Performance

Leadership Skills Workshop

This workshop aims to help leaders and managers working in aviation industry to lead their teams in a balanced and successful way.

Course Outline

• Roles and responsibilities of leaders for effective business performance

• Developing and leading effective teams

• Performance management

• Problem solving and decision making

• Personal Management Traits

Target Audience

Manager or above

Length
3 Days (24 hours)
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People Performance

Facing and Dealing with Difficult Customer Skills Training

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.

Course Outline

• 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

Target Audience

• All customer handling staff

• Duty Managers Duty supervisors

Length
1 Day (8 hours)
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People Performance

Achieve Service Excellence Workshop

This workshop gives you the essences to achieve customer service excellence in your business sectors, not only strategies but also practical tactics.

Course Outline

• 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

Target Audience

• 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

Length
3 days (24 hours)
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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.

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