Human Resource Training Management
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Assume that you are a Training manager at an International Airline and you needed to update your employees in-flight behavior to be more personable and less robotic. How would you go about designing a needs assessment for the airline? What methods would you use to design training that emphasized exceptional service? Second?, what types(s) of training would you reccomend for flight attendants, if the new goal was to provide exceptional service? How might the training programs themselves have to chang in order to promote innovation and collaboration among flight attendants, as well as from the trainer?
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Solution Summary
Assume that you are a Training manager at an International Airline and you needed to update your employees in-flight behavior to be more personable and less robotic.
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How would you go about designing a needs assessment for the airline?
The needs for the training program to improve the in-flight behavior of employees can be ascertained via numerous means. First of all, passenger's feedback will act as a major guide in terms of identifying areas that require immediate improvement. Airline can invite feedback from passengers via in-flight questionnaire or via email blasts and invite feedback, suggestions and opinions of customers. This will help in identifying areas that require immediate attention as well as needs/desires of customers.
Secondly, company can conduct tests via tools such as simulation to identify the performance levels of employees in real life scenarios. Based on the combination of customer feedback and output from such tests, company ...
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- BCom, SGTB Khalsa College, University of Delhi
- MBA, Rochester Institute of Technology
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