airBaltic Training is pleased to offer a range of behavioural training courses which complement the existing technical programme. These courses are suitable for anyone working in the Aviation, Travel and other service industry. The courses are designed and delivered by a Training Professional with ‘hands-on’ experience of the airline and travel industry, in accordance with the high standards of airBaltic.
Training design is contemporary and based on the following principles :
- It is practical, providing tools & techniques that can be used every day.
- Underpinned by best practice theory, with a focus on helping people put this into practice.
- Draws on everyone’s experience to bring training to life – is active and participative
- Motivational, by helping to unlock individual potential
Following programs are being offered:
1. The Essentials of Customer Service ( 1 day )
Overall aim
Students understand what high quality customer service is, and have the confidence, commitment and skill to deliver it consistently.
Objectives
students will...
- Understand the importance of the customer in the global economy
- Have identified what good customer service is and how it impacts their roles
- Understand customer needs & expectations
- Have the necessary skills to read customers and respond appropriately/adapt style
- Be aware of their own motivation towards customers & the signals that they send
- Have some practical tips for dealing with tricky customer situations – resolving issues to retain customers
2. The Essentials of Selling ( 2 days )
Overall aim
To give students the knowledge, skills and confidence to negotiate effectively with their customers, and conclude ‘win-win’ deals with them. To introduce delegates to negotiation theories, planning tools and negotiation tips and techniques.
Objectives
students will..
- Understand what ‘win-win’ negotiation is
- Understand the customer’s buying process, and how this might impact the negotiation
- Anticipate the customer’s position, and what success would look like for them
- Understand what success would look like for their organisation
- Understand the importance of listening, to understand what is going on in the customer’s mind
- Understand how to set negotiation positions, and when and how to move
- Recognise when negotiation tactics are being used, and neutralise their impact
- Develop personal confidence in ability to secure the deal
3. Presenting with Purpose ( 1 day )
Overall aim
To givestudents the knowledge, skills and confidence to deliver effective presentations that are tailored to their audience, have clear objectives and a call to action.
Objectives
students will..
- Identify how to structure an effective presentation, with clear objective and call to action at the end
- Understand how to tailor presentation content and style to the audience, providing a WIIFM (What’s In It For Me) and focusing on audience benefits
- Explore ways to increase their impact as a presenter
- Identify ways to engage the audience, and increase their involvement and recall
- Practise these skills and receive feedback on strengths and development areas
Coaching for Performance ( 1 day )
Overall aim
Managers understand the vital role that they play in developing their teams, and have the skills, techniques and desire to improve the performance of their teams through coaching.
Objectives
students will..
- Understand the benefits & core principles of coaching & apply these to selves & teams
- Have a methodology for identifying skills and attitudes of their team
- Understand and have practiced using the Coaching model
- Know how to maximise the potential of their people
Course dates will be anounced shortly.
Available also "in-company course" - only for your employees!
