怡中课程

怡中航空培训课程

怡中航空服务善用过去超过七十年在业内累积的经验和专业知识,开发属于我们的地面服务和管理相关的培训课程。

01

操作技能

操作技能

旅客联运中转

机场计划扩大中转旅客业务,帮助机场中转旅客业务 发展 ,本培训目标是介绍中转工序及流程, 提升机场 旅客服务水平 , 建立自身品牌及增強竞争力 。

课程内容

学员完成课程后将能:

• 认识什么是联运及联运的形式

• 清楚最短衔接时间 (MINIMUM CONNECTING TIME, MCT)

• 了解中转流程、中转工作

• 明白行李信息

• 选择行李分拣及确认系统

• 考虑机场配套

课程对象

• 机场营运经理

• 航空公司航站经理及督导员

• 地面服务公司经理及督导员

课程长度
1 天(8 小時)
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操作技能

客户集装设备操作及管理

集装运输糸统为旅客行李及货邮,提供了安全有效可靠的运输模式,并优化了地面处理的效率,及强化空中的安全保障。这3天培训课程参考了国际航协的相关指导性文件及规章,为集装器及设备的操作、管理,提供应用技术及操作指引。

课程内容

• 国际航协的集装设备规例手册和地服运作程序

• 航空公司或地服的责任

• 分类和识别

• 集装设备捡查和限制

• 收运、组合和装卸

• 特种集装设备

• 中转运作与后勤管理

• 空侧安全及人为因素

课程对象

• 货运航空公司管理员

• 航空公司集装系统管理员

• 地服公司装卸督导员

• 货运站督导员

• 货运代理

• 托运人

课程长度
3 天 (24小时)
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操作技能

货物赔偿原则和有效处理

本课程为学员提供保货物赔偿的基础,正确和无误处理货物赔偿可以减少航空公司的财务损失及建立优秀形象。

课程内容

• 货物赔偿原则, 处理及程序

• 货物赔偿的种类

• 航空货运业法律框架

• 作出实际的赔偿

• 个案研习和经验分享

课程对象

• 航空公司及货运代理赔偿经理

• 负责赔偿处理的人员

课程长度
2 天 (16 小时)
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操作技能

航班载重平衡基础课程

航班配载平衡是航空安全及地面服务,极为重要的基 本元素。本课程让有志于从事航空服务者,通过理论 与实习,从而充分了解载重平衡的重要原则,应用及 相关的安全风险。

课程内容

• 航空飞行理论

• 重量限制

• 燃油计算

• 平衡的基本原则

• 飞机结构的限制

• 装载标准及控制

• 危险品及特殊货物

• 装载分布及装载通知单

• 装载舱单及平衡表• 相关文件

课程对象

• 航班调度员

• 停机坪督导员

• 新入职的配载平衡员

• 航空公司、机场和地面服务公司工作人员

• 有志从事航空业服务者

课程长度
3 天 (24 小时)
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操作技能

旅客值机、航班抵达、与登机服务

本课程将让你在航班抵达、旅客值机与登机服务上拥 有满足乘客的世界级一流服务技能。

课程内容

• 值机前之准备

• 机票、旅行证件之检查

• 旅客及机组人员禁止携带之物品

• 托运行李、超额行李之基本规定

• 额外座位 (机舱行李 / 外交行李 / 额外座位)

• 航班抵达之准备与服务

• 协助有特殊需求之旅客 (例如:长者、视障人士、听障人士、行动障碍人士、被驱逐出境者、无人陪同之儿童等)

• 登机之准备与基本程序

• 航班延误之处理程序

• 停机坪安全

课程对象

• 旅客服务人员和地勤人员

• 旅客服务培训之讲师

• 有志从事航空业服务者

课程长度
5 天 (40 小时)
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操作技能

航站地面操作管理培训 (高级班)

这为期4天的航站地面操作管理培训课程,是为增强参 培者对航站服务原则的认知,和提升地面操作管理能 力而设,目标是令参培者可以安全和有效率地执行航 站操作管理工作。课程特别参考最新的国际机场操作 标准,和业界所应用的最佳操作管理模式。

课程内容

• 认识机埸管理局及地面服务提供商的合作模式

• 航站经理和地面服务操作经理的职能及其辩演的角色

• 标准地面服务协议和服务水平协议的功能

• 安全、保安、质量和风险管理系统

• 国际航协地面服务安全宙计认证和内部审计

• 旅客、行李,货运服务及集装运输操作管理

• 人力资源及地面服务设备管理

• 航班平衡配载及装卸操作

• 航班转场协调

• 紧急应变和服务恢复前的准备

• 个案研究及与专家分享处理经验

课程对象

• 航空公司航站经理

• 航空公司代表

• 地面服务公司经理

• 值班经理

课程长度
4 天 (32 小时)
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操作技能

航站地面服务基础培训(初级班)

这为期3天的航站地面服务基础培训课程,是为增强参培 者对航站及地面服务的认知,和提升督导能力而设。课程 特别注重有关处理航班的规则、最新的航班处理标准和最 适当的处理方法,并帮助增强参培者的专业知识、督导技 能,及未来的个人事业发展。

课程内容

• 航空公司与机管局及地面服务提供商的关系

• 认识航站地面服务监督及控制职能

• 标准地面服务协议和服务水平协议的应用

• 认知安全、保安、质量和风险管理系统

• 国际航协地面服务安全宙计认证和航站审计简介

• 旅客、行李和货运服务原则

• 特殊货物和集装运输设备操作

• 航班平衡配载及装卸处理

• 航班转场协调

• 紧急应变和服务恢复准备

课程对象

• 值班主任

• 值班督导员

• 值班控制员

• 值班统筹员

课程长度
3 天 (24 小时)
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操作技能

行李服务和全球行李查询系统 (WorldTracer Baggage System) 培训

行李管理、监控、追踪和处理对于减少行李处理不当 和提高客户满意度至关重要。 WorldTracer 在全球运 营,可与 2800 多个成员机场交换信息。 它包括追踪、 管理、索赔处理和其他解决行李处理不当的问题。 世 界追踪器互联网接口还允许乘客通过输入事务号码来 跟踪他们的行李。

课程内容

• 处理不正常运输行李的技巧

• 认识 Property Irregularity Report (PIR)

• 介绍全球行李查询系统 (WorldTracer Baggage System)

• 手工追查行李的程序

• 在手行李(on-hand baggage) 的处理

• 行业的运作及行李赔偿规例

• 分享行查的最佳运作

课程对象

• 行查人员

• 机场运作人员

• 航空公司督导员

• 地服公司督导员

课程长度
3 天 + 1 天(可选) 工作培训 (共32 小时)
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操作技能

航班过场调度与督导

本课程提供航班过埸的基础培训,及教导如何有效率地 执行航班调度,外场督导的技巧。学员可透过理论与实 习,全方位掌握航班过场的流程,与相关的航空安全标 准,及处理事故的要求。

课程内容

• 停机坪服务之准备工作

• 协调航班清洁、 食水、膳食及加油服务

• 特殊情况与特殊旅客之处理

• 地勤设备之操作

• 飞机客舱和货舱之介绍

• 飞机配载原则与限制

• 配载与装卸程序

• 特殊货物的处理

• 事故与意外的处理

• 停机坪安全

课程对象

• 配载平衡员

• 航班签派员

• 航班调度员

• 停机坪督导员

• 航空公司、机场和地勤服务公司工作人员

• 有志从事航空业服务者

课程长度
5 天(40 小时)
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02

辅导技能

辅导技能

培训导师授课技巧与实践

企業必須擁有專業的培訓導師才能有效地協助員工持續 發展。本課程將幫助您鞏固現有的教學技能,為您提供 多種機會,讓您體驗設計內容、進行培訓和評估培訓活 動的方式。導師會着重講解演示技巧和培訓最佳實踐, 您將在這個實際和建設性的學習環境中從經驗豐富的輔 導員身上獲得寶貴的反饋。

课程内容

• 成人学习模式

• 导师角色定位与重要性

• 订定课程纲要配合实际需求

• 善用提问技巧调整教学模式

• 运用辅助工具(如游戏丶视觉和角色扮演)

• 了解自身不足改善授课技巧

• 应用授课技巧提供反馈

课程对象

• 培训师

• 辅导员

• 所有员工

课程长度
3 天 (24 小时)
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辅导技能

辅导技能培训

偉大的教練幫助人們創造偉大的目標。教練最重要的方 面之一是將知識傳承。強大的教練文化使員工能夠不斷 與他人分享他們的想法,並改善內部流程。輔導意味着 建立一對一的關係並管理流程,從而在目標領域獲得特 定的績效改進。輔導不是有關權力或權威,而是一種具 有明確目標和目的的過程驅動關係。

课程内容

• 辅导人员(师傅)的原理及定位

• 分析员工问题订定指导目标

• 计划与应用改善员工陋习方案

• 辅导人员(师傅)指导技巧实践

• 运用技巧改善辅导人员(师傅)指导语言

• 把握时机修正员工问题

课程对象

• 培训师

• 辅导员

• 所有员工

课程长度
1 天(8 小時)
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03

人材培养

人材培养

解决问题

本课程将使您掌握既易于使用和经过充分验证的原则,清楚 地描述公司所面对的问题和解决问题的技能。

课程内容

• 经理或以上

• 主任

• 对提高解决问题能力有兴趣人仕

课程对象

• 经理或以上

• 主任

• 对提高解决问题能力有兴趣人仕

课程长度
2 天 (16 小时) + 1 天 (8 小时)
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人材培养

基层管理人员管理能力提升培训

对新晋升为基层管理人员而言,管理下属非他们的专 长,课程提供系统化管理培训,提升学员管理技巧和专 业知识,认识管理下属的方法,学习培养和带领高效 团队。

课程内容

• 督导员

• 管理人员

课程对象

• 督导员

• 管理人员

课程长度
3 天 (24 小时)
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人材培养

领导技巧工作坊(经理级)

本工作坊宗旨是帮助航空业界的领导及管理层,以务实和成功 的方法去带领其团队。

课程内容

经理级或以上

课程对象

经理级或以上

课程长度
3 天 (24 小时)
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人材培养

面对和处理「困难」旅客技能培训

处理「困难」旅客是每天必须面对的工作,面对这样 的状况,我们必须学习怎样沟通和妥善处理。旅客抱 怨非系于「对错」,而是情绪与沟通的问题,如果能 够妥善面对和处理「困难旅客」,就不会衍生后续的 问题。

课程内容

• 旅客服务员工

• 值班经理

• 值班督导员

课程对象

• 旅客服务员工

• 值班经理

• 值班督导员

课程长度
1 天 (8 小时)
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人材培养

卓越服务工作坊

本卓越服务工作坊透过富趣味性的专题活动,令您掌握 客户的需要及心态,强化客户服务技巧及态度,为客户 提供卓越的服务。

课程内容

• 客户服务督导员及主任

• 销售督导员及代表

• 营运督导员及主任

• 有意刷新客户服务技能的管理人员及督导员

课程对象

• 客户服务督导员及主任

• 销售督导员及代表

• 营运督导员及主任

• 有意刷新客户服务技能的管理人员及督导员

课程长度
3 天 (24 小时)
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04

业务改进

业务改进

改善流程

本课程将使您掌握如何评估当前营运或商业流程的表现,以 既易于使用和经过充分验证的原则去改善流程所产生之结果 的方法。

课程内容

• 流程理念

• SIPOC

• 流程映射 Process Mapping

• 过程能力和稳定性的测量及分析

• 流程改进要点

• 统计过程控制技术, SPC 简介

• 精益六西格码, Lean Six Sigma 方法论简介

课程对象

• 经理或以上

• 主任

• 对流程改善或表现有兴趣人仕

课程长度
2 天 (16 小時)
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业务改进

航空业专属精益六西格码 课程

除了傳統的精益六西格碼課程之外,本課程不僅會為您提供 方法論概述,還會為您量身定制內容,專注於精益六西格碼 在航空業的應用及推廣;並為您展示怡中航空如何創造成功 案例,在應用該方法的整個過程中帶來巨大的好處。

课程内容

• 了解精益六西格码方法和所需的工具以开展改善项目项目

• 在航空业套用著名的六西格码 DMAIC方法及步骤

• 选择并利用合适工具配合系统的方法解决难题

• 使用精益方法识别浪费并节省运营成本

• 跟踪和衡量项目收益,例如生产力改进、效率提高和成本降低等

• 领导项目团队以提升营运流程表现及和质量

• 创建正确的结构和文化以推动公司的持续改进旅程

课程对象

• 行政人员及经理

• 项目团队及负责人

• 解决问题和流程改进的实践者

• 对实践精益六西格码方法有兴趣的人仕

• 希望成为黑带或绿带的人仕

课程长度
4 天 + 4 天 (一共 64 小時)
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业务改进

实践精益

本课程将指导您如何选用有效的精益工具,以减少浪费及非 增值的成本和操作;并为您提供简单的秘诀,将精益方法及各 种工具轻松地实践到日常生活及工作环境中。

课程内容

• 现场步道

• 认识浪费MUDA

• 何谓改善 Kaizen

• 5S与可视化管理

• 工作平衡化

• 广告牌操作

• PDCA 改善循环系统

• 标准作业

• SMED – 快速周转工具 (需额外一 天可选研讨会)

课程对象

• 行政人员及经理

• LSS 项目团队及领导

• 对如何实践精益方法有兴趣的人仕

课程长度
2 天 (16 小时) + 1 天 (8 小 时)
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业务改进

航空业的数码创新

本课程将探讨变革管理在影响项目成功的重要性,分享关于 关键因素的最新调研成果,并将让您掌握如何分析群众反抗 力因素的技巧,从而制定适当的策略来顺利推动变革的实施。

课程内容

• 客户心声,VOC

• 利益持份者分析

• 有利于改善变革环境的战略

• 制定有效及全面的沟通规划

• 变革管理在整个项目生命周期中的重大作用

• 管理者的有效变革管理

课程对象

• 行政人员及经理

• 项目团队及领导

• 希望能提高改革有效性的人仕

课程长度
2 天 (16 小時)
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业务改进

管理变革

本课程将探讨变革管理在影响项目成功的重要性,分享关于关键因素的最新调研成果,并将让您掌握如何分析群众反抗力因素的技巧,从而制定适当的策略来顺利推动变革的实施。

课程内容

• 客户心声,VOC

• 利益持份者分析

• 有利于改善变革环境的战略

• 制定有效及全面的沟通规划

• 变革管理在整个项目生命周期中的重大作用

• 管理者的有效变革管理

课程对象

• 行政人员及经理

• 项目团队及领导

• 希望能提高改革有效性的人仕

课程长度
2 天 (16 小时)
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业务改进

活用地面服务协议(SGHA) 及服务水平协议(SLA)

本课程为学员提供国际航协地面服务协议(SGHA) , 及服务水平协议(SLA)的基础培训,透过深入讨论制 定标准的理念,增强谈判能力和提升完善协议效率。

课程内容

• 国际航协地面服务协议

• AHM810 主协议的条款及各附件

• 服务水平协议的原则

• AHM803 服务水平的建议

• 执行、评估和监控服务水平协议

• 与管理层作交流和分享经验

课程对象

• 航空公司采购经理

• 地面服务公司合同经理

• 服务质量经理

• 航站经理

• 法律顾问

课程长度
3 天 (24 小时)
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业务改进

风险管理及紧急应变策划

本课程为学员于风险管理及紧急应变策划方面建立基 础,把所学带到工作上,以提高其风险意识及确保持 续运作。

课程内容

• 风险的基本认识

• 风险的主要问题

• 风险管理程序 – 风险评估

• 持续业务运作应变计划

• 危机管理

课程对象

从事安全、地面操作及其他相关工作的督导至经理级别

课程长度
3 天 (24 小时)
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业务改进

机场安全人为因素

人为因素已被视为影响健康、安全运作的重要因子,所以每当 个人、操作设备及营运系统在运作上有交往接口,就必须关注 人为因素会导致的广泛问题。 这 1 天的培训目标是加深对人为因素的认识,以提升地面服务 的运作安全和效率。学员了解和掌握人为因素后,就能够评估 人为因素是否涉及风险,并研究如何把人为因素与风险管理结 合。课程也介绍人为因素的理论及模型,并引入真实例子帮助 讲解。

课程内容

• 认识人为因素在航空业界的命题

• 介绍人为因素的演变及分析影响人员作业的元素

• 事故致因的复杂性

• 探测人为因素的问题

• 通过人为因素的分析,研究落实良好的作业环境及工作模式

• 将人为因素与风险管理结合

• 建设企业安全文化

• 引用真实个案和经验分享

课程对象

• 机场营运经理

• 航空公司航站经理及督导员

• 地面服务公司经理

• 负责法则员工

课程长度
1 天 (8 小时)
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业务改进

安全及健康體系培訓

安全是企业发展的基石。认识和理解航站安全运作标 准、安全监察和意外事故调查,建立良好的工作环境 及模式,推广职业健康,建立安全管理文化。

课程内容

• 安全管理系统

• 人为因素

• 个人防护装备

• 恶劣天气

• 在停机坪工作时应留意的地方

• 卸下托运行李应留意的地方

• FOD处理

• 事故/工伤处理

• 体力处理操作

• 一般安全指引

• 防火

课程对象

所有地服人员

课程长度
1 天 (8 小时)
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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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以上课程的培训地点和日期皆可因应顾客的需求而共同协议,我们亦可根据顾客的个别要求,提供量身订造的培训课程。欢迎联络我们(academy@jasg.com)索取更多详情,我们十分乐意就您的培训方案作详细讨论。    

如有任何问题,欢迎联络:
电话:+ 852 22162433
电邮:academy@jasg.com

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