Objectives
• Develop a comprehensive understanding of airline protocol and etiquette
• Enhance interpersonal skills for effective communication and conflict resolution
• Apply protocol and etiquette principles in various airline scenarios
• Cultivate a professional demeanor and adaptability in diverse situations
Course Content
• Airline Protocol and Etiquette
• Understanding airline culture and values
• Airline staff roles and responsibilities
• Communication and interaction with passengers
• Handling special requests and complaints
• Maintaining a professional image
• Interpersonal Skills for Effective Communication
• Building rapport and trust with passengers
• Active listening and empathy
• Conflict resolution strategies
• Effective verbal and nonverbal communication
• Managing emotions and stress
• Conflict Resolution and Crisis Management
• Identifying and addressing potential conflicts
• De-escalation techniques
• Managing crisis situations
• Maintaining a calm and composed demeanor
• Adaptability and Professionalism
• Adapting to changing situations and scenarios
• Maintaining a professional image in diverse situations
• Handling unexpected events and emergencies
• Developing a growth mindset and continuous learning
METHODOLOGY
The training methodology integrates lectures, interactive discussions, collaborative group exercises, and illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical experience, emphasizing the application of learned techniques. This approach ensures that attendees return to their professional environments equipped with both the competence and self-assurance to effectively implement the acquired skills in their responsibilities.
DATE:
1ST BATCH: 25th – 28th Mar, 2025
2ND BATCH: 5th – 8th Aug, 2025
3RD BATCH: 25th- 28th Nov, 2025
25, Queen street, Alagomeji Bus Stop, Yaba, Lagos