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Airline and Airport Skills Courses
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| Certificate in Preparation for Airport & Airline Employment | |
| Aim: | The objectives of the course are to: · Identify information which candidates should research in order to demonstrate a good understanding of the role of the air travel employers and their staff · Compose an application form and C.V. which presents information in a manner required by employers · Understand interview techniques which help candidates to express a positive attitude and present their personal attributes effectively · Understand recruitment styles & activities, and how to create a favourable impression · Know how to contribute effectively to individual and group recruitment activities · Develop and understanding of the importance of personal presentation · Understand employers’ requirements, selection criteria and profiles of successful candidates |
| Target Audience: | This programme is designed for people who wish to gain an understanding of principles and practice of Preparation for Airline & Airport Employment. No prior knowledge is required. |
| Content: | The course is divided up into seven modules, as follows: Module 1: Airline Knowledge and Research · Identifying key elements of the interview · Introduction to air operations and industry knowledge · Introduction to passenger types and services · Understanding passenger products and services · Introduction to air transport ancillary services Module 2: Airline Application forms and C.V.s · Essential elements of completing application forms · The purpose and structure of a CV · Presenting yourself positively on paper · Avoiding negative impressions from your application Module 3: Effective Communication & Interview Techniques · Creating a positive first impression at an interview · Confidence and positive body language · Understanding business dress and focus · Considering the sensitivity of others Module 4: Creating a Positive Impression · The importance of business focus · Organising yourself for an airline interview day · Working in unusual situations · Considering the sensitivity of others Module 5: Group and Individual activities · Contributing to small group activities and scenarios · Contributing to large group activities and scenarios · Encouraging other team members · Creating a positive impression Module 6: The Importance of Personal Presentation · Choosing what to wear and what not to wear for an interview · What to have with you at interview · Creating a positive impression through personal presentation Module 7: Background to Airline Interviews · Setting out your interview objectives · Taking the initiative · Dealing with unusual situations · Working in different environments · Responding to negative feedback · Product knowledge · Knowledge of the competition |
| Format: | The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration. Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required. |
| Price: | US$ 450 |
| Award: | ASET |
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| Certificate in Airline & Airport Customer Care | |
| Aim: | The objectives of the course are to: · Describe the part played by air transport in the travel and tourism industry · Identify the value of providing good customer care and standards expected · Demonstrate an understanding of good communication skills · Describe how to create a positive impression with passengers · Introduce passenger problem solving techniques · Display a product knowledge of the airline industry · Identify key components of customer care |
| Target Audience: | This programme is designed for people who wish to gain an understanding of principles and practice of Airline & Airport Customer Care. No prior knowledge is required. |
| Content: | The course is divided up into seven modules, as follows: Module 1: Travel & Tourism – the importance of the airline industry · The key parts of the Travel & Tourism Industry in relation to airlines · The importance of Travel & Tourism in the UK · Ways to help airline passengers and offer appropriate advice · Products and services used by passengers at airports and on aircraft · How to help passengers with their onward journey Module 2: Passenger needs – providing a customer service experience · Identifying Passenger needs · What GOOD & EXCELLENT Customer Service means to Passengers · Customer Service standards and how they apply to airlines · What good Customer Service is and its importance to airline passengers Module 3: Airline & Airport Customer care · The principles of effective customer service · The importance of effective communication for Passengers · The different skills and identify the signs needed to be a "GOOD LISTENER" Module 4: Creating a Positive Impression with passengers · Principles of FIRST IMPRESSIONS with airline passengers · Behaviour which creates GOOD and BAD 1st impressions with passengers · Recognising how important first impressions are in the airline industry airlines · How to make GOOD verbal impressions to a larger audience of passengers via a P.A Module 5: Solving Passenger Problems and Creating a Lasting Impression · How airlines can gain loyal support with airline passengers · How to recognise the different types of airline complainer and deal with them effectively · How to use the "GOOD LISTENER" techniques to handle passenger problems · The keys to "Lasting Impressions" for passengers Module 6: The Importance of product Knowledge in the Airline Industry · The principles of product knowledge for airlines · How airlines link their product knowledge to the whole passenger experience · How passengers are part of the Airline Industry Module 7: The key Components of Airline Customer Service · The Key Components for effective Airline Customer Service · How the Travel and Tourism Industry works in the UK and with Airlines · Research GOOD Customer Service · Research POOR Customer Service · How to interpret Customer Feedback · Assessing your own level of Customer Service |
| Format: | The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration. Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required. |
| Price: | US$ 450 |
| Award: | ASET |
| Download Details (PDF) | |
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| Certificate in Air Cabin Crew Operations | |
| Aim: | The objectives of the course are to: · Describe the unique operating environment and requirements of staff engaged in cabin crew occupations · Practice the skills and characteristics required for cabin crew to be effective · Understand the verbal skills [and industry knowledge] required of cabin crew · Understanding of the written skills [and standards] required of cabin crew · Describe the essential features and equipment encountered in a cabin crew environment · Demonstrate awareness of the service standards required of cabin crew operatives |
| Target Audience: | This programme is designed for people who wish to gain an understanding of principles and practice of Air Cabin Crew Operations. No prior knowledge is required. |
| Content: | The course is divided up into four modules, as follows: Module 1: Time Management, Suitability & Air Cabin Crew Preparation Standards · Time management and planning · Airline Cabin Crew requirements · Assessment procedures used for Air Cabin Crew · Characteristics of working in an Air Cabin Crew team Module 2: Introduction to Verbal Air Cabin Crew Standards · Reading and completing a PA script memorising key features · Correct techniques for using the P.A. system · Explaining airline jargon terms · Preparing a self-introduction Module 3: Introduction to Written Air Cabin Crew Standards · Locating information for research · Carrying out research activity on a UK airline · Completing a standard airline style test · Completing a standard airline style application form Module 4: Introduction to Effective In-flight Service Standards · The general features of the layout of an aircraft cabin · Equipment and its use for a practical safety demonstration · Situations requiring effective cabin crew service · Passenger needs and requests |
| Format: | The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration. Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required. |
| Price: | US$ 450 |
| Award: | ASET |
| Download Details (PDF) | |
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| Certificate in Airline & Airport Passenger Service Agent Skills | |
| Aim: | The objectives of the course are to: · Describe the unique operating environment and requirements of staff engaged in passenger service occupations · Identify the skills and characteristics required for passenger service agents to be effective · Display an understanding of the verbal skills [and industry knowledge] required of passenger service agents · Understand the written skills [and standards] required of passenger service agents · Describe the essential features and equipment encountered in a passenger service agents environment · Demonstrate the service standards required of passenger service operatives |
| Target Audience: | This programme is designed for people who wish to gain an understanding of principles and practice of Airline and Airport Passenger Service Agents. No prior knowledge is required. |
| Content: | The course is divided up into four modules, as follows: Module 1: Time Management, Standards and Suitability for PSA Roles · Time management and planning · Understanding the requirements for new Airline & Airport PSA’s · Understanding the assessment procedures used for Airline & Airports PSA’s · Identifying the characteristics of working in an Airline & Airport PSA team Module 2: Introduction to Verbal Airline & Airport PSA Standards · Reading and complete a PA script memorising key features · Identifying correct techniques for using the P.A. system · Identifying accurate answers for airline jargon terms · Preparing for a self-introduction Module 3: Introduction to Written Airline & Airport PSA Standards · Locating necessary and relevant information for research · Carrying out a research activity on a UK airline and present it effectively · Completing a standard airline style test · Completing a standard airline style application form Module 4: Introduction to Effective Airline & Airport Service Standards · Identifying the general features of the layout of an airport check-in area · Identifying relevant equipment and its use in a practical check-in area · Preparing for situations requiring effective airline ground crew service · Applying airline ground crew service to passenger needs and requests |
| Format: | The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration. Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required. |
| Price: | US$ 450 |
| Award: | ASET |
| Download Details (PDF) | |
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| Certificate in Airline & Airport Conflict Management | |
| Aim: | The objectives of the course are to: · Understand basic concepts of conflict management · Explore techniques for managing conflict effectively · Demonstrate five conflict handling styles · Adopt good listening techniques · Understand negotiation techniques · Describe problem solving approaches · Demonstrate mediation techniques · Demonstrate how to cope with crises · Describe the concepts of self-development |
| Target Audience: | This programme is designed for people who wish to gain an understanding of principles and practice of Airline and Airport Conflict Management. No prior knowledge is required. |
| Content: | Module A: Unit 1 Conflict and anger · understand the sources and nature of conflict · consider different conflict-handling styles · learn to understand and deal with anger Unit 2 Listening skills · understand the ideal listening process · deal with prejudices which may damage your ability to listen · beware of traps for listeners Module B: Unit 3 Negotiation · understand the nature of establishment-community conflicts · see how these groups approach conflict situations · understand the ‘joint problem solving’ approach · learn good negotiating practice· consider strategies for rescuing difficult situations Unit 4 Mediation · understand the meaning and nature of mediation · know when mediation is useful · understand the phases of the mediation process · deal with problems that can arise during this process · know what qualities you need to develop to be an effective mediator Module C: Unit 5 Crisis mediation · understand the problem of re-entry · look at causes of power imbalances in negotiation · learn to deal with these power imbalances · understand the importance of establishing a good working relationship with the other party · deal with the need for mediation in crisis situations Unit 6 Examples of good and poor practice |
| Format: | The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration. Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required. |
| Price: | US$ 450 |
| Award: | ASET |
| Download Details (PDF) | |
| Register - Top | |
| Certificate in Air Passenger Health, Safety and Lifestyle | |
| Aim: | At the end of the course students will be able to: · Identify the specific issues of health & safety which affect airline passengers · Understand the responsibilities of airline staff toward their passengers · Demonstrate an understanding of common problems and emergencies which arise in an air passenger environment · Describe how to respond appropriately to a range of medical emergencies · Describe measures which airline staff can take to promote health and safety amongst passengers |
| Target Audience: | The course is intended for anyone considering or currently employed in a customer facing role in ground or cabin crew occupations in the air travel industry. |
| Content: | Modules include: · Factors affecting Airline Passenger Health · Factors affecting Airline Passenger Safety · Airline staff responsibilities for passenger health and safety · Measures to reduce risks to Passenger health and safety · Promoting good practice for staff and passengers · Understanding common incidents and emergencies · Dealing with on board incidents and emergencies · Ground support for incidents and emergencies |
| Format: | The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration. Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required. |
| Price: | US$ 450 |
| Award: | ASET |
| Download Details (PDF) | |
| Register - Top | |
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