Brochure 2018 Learning & Development

LEARNING &DEVELOPMENT Brochure 2018 1

Who we areLearning and Development is a division ofHuman Resources and meets training needs byapplying blended learning approaches through:• Self-study modules• Face-to-Face modules• eLearning modules• On-job supervised pre-training hours• Experiential learning hours• Formative Assessments• Summative Assessments• Syndicate groups 2

TABLE OF CONTENTS: REGULATORY TRAINING 6 ACSA Airside Induction 7 Airline Emergency Response 8 Airside Vehicle Operating Permit 9 Aviation Security Awareness10 Dangerous Goods Cat 911 Passenger Handling12 Safety Management System SPECIALISED TRAINING15 Baggage Enquiry Centre16 Check In17 Domestic Fares & Ticketing18 International Fares & Ticketing19 Ramp Control20 Reservations & Ticketing 3

SOFT SKILLS TRAINING22 Airline Operations Leadership23 Business Writing Skills24 Cabin Controller Lift Off25 Communication Under Stress26 Competency Based Interview27 CRAFT Train The Trainer28 Customer Service - WLYU29 Dealing With Diversity & Conflict30 Energy For Altitude31 Grooming32 Motivating Yourself & Others33 Problem Solving & Decision Making34 Stress & Time Management35 Supervisory Development Plan37 SUP10138 Telephone Skills39 Train The Trainer40 WINGS10142 Talk to us 4

Regulatory Training 5

ACSA Airside Induction:This course is an ACSA requirement that allemployees need to comply with the AirfieldRegulations and to make the employeesaware of the Occupational Health and SafetyAct.Duration: 1 Day for all staff working at ACSA AirportsPrerequisites: NoneMethodology: In class room facilitationVenue: Head office, Cape Town, George, Port 6Elizabeth, East London & Durban Training centres

Airline Emergency Response PlanOrientation:This course creates awareness for our Airlineemergency plan and gives a clearunderstanding of role players involved duringan emergency.Duration: 90 Min (Initial training will be duringPassenger Handling Orientation)Prerequisites: NoneMethodology: e-LearningVenue: Any location with access to intranet 7

Airside Vehicle Operating Permit:This course is an ACSA requirement for allstaff driving on the airside. This courseincludes all the necessary regulations & rulesas set out by ACSA.Duration: 1 Day for all staff working at ACSA AirportsPrerequisites: Valid drivers license, copy of ID, validAirside induction, full medical examinationMethodology: In class room facilitation & practicaldriving testVenue: Johannesburg, Cape Town, Durban, George,Port Elizabeth & East London 8

Aviation Security Awareness:This course creates awareness of AviationSecurity and it is applicable to all airport staff. Duration: 6 Hours (Initial training will be during Passenger Handling Orientation) Prerequisites: None Methodology: Initial – In class room. Recurrent (2yrs) Venue: Head office, Cape Town, Durban, George, Port Elizabeth and East London 9

Dangerous Goods (CAT9):This course is aligned with IATA Standards ofthe dangerous articles that are permitted andnot permitted on board flights. All front lineairport staff must complete this course.Duration: 1 Day for all staff working at AirportsPrerequisites: Passenger Handling & OrientationMethodology: In class room facilitationVenue: Head office, Cape Town, Durban, George, PortElizabeth and East London 10

Passenger Handling:To familiarise entry level, Airport and ContactCentre Agents with foundational conceptsused within the Airline environment. The aimis to equip them with the required knowledgeand skills to efficiently deal with customers.Duration: 18 DaysPrerequisites: NoneMethodology: Self-study and classroom facilitation.Collection of study material 10 working days beforeclass attendanceVenue: Head office, Cape Town, Durban, George, PortElizabeth and East London 11

Safety Management System:Is compulsory to all Comair Ltd employees.This course is aimed at creating awareness forsafety procedures and familiarize with safetymanagement systems.Duration: 3 HoursPrerequisites: NoneMethodology: e-LearningVenue: Any location with internet facility 12

Course Evaluation We would love to get your feedback, you are encouraged to be honest with your course evaluation feedback! 13

Specialized Training 14

Baggage Enquiry Centre:Is applicable to all baggage enquiry agentsworking in the Lost Property departments. Thiscourse is trained on the SITA Sonic Web Systemand Fly in conjunction with IATA standards andComair operating procedures.Duration: 5 DaysPrerequisites: Passenger Handling, Orientation &30 days on the job trainingMethodology: Classroom facilitation, practicalexercises & practical simulationVenue: Head office, Cape Town, Durban, George, PortElizabeth and East London 15

Check in:On completion of the course the learner willbe in a position to identify the differentsituations and related problems andsuccessfully complete the Check- Intransactions according to Comair Ltd.standards.. Duration: 5 Days – Sabre & 3 Days –Fly Prerequisites: Passenger Handling & Orientation 24 Hour/3 Shift check in supervision Methodology: Classroom facilitation, theoretical exercises & practical simulationVenue: Head office, Cape Town, Durban, George, PortElizabeth and East London 16

Domestic Fares & Ticketing:Is a requirement for all ticketing staff. Thiscourse covers the basics of ticketing, relatedprocesses, fare calculations and farestructures, policies and procedures.Duration: 5 DaysPrerequisites: Passenger Handling & OrientationMethodology: In class room facilitationVenue: Head office, Cape Town, Durban, George, PortElizabeth and East London 17

International Fares & Ticketing:We have 3 levels of international fares &ticketing courses, basic, intermediate &advanced. These courses covers moreadvanced fare calculations in accordance withIATA Standards.Duration: 5 Days for each levelPrerequisites: Passenger Handling & Orientation,Domestic Fares & Ticketing, Fly or Sabre Reservations& TicketingMethodology: In class room facilitation & practicalassessmentVenue: Head Office 18

Ramp Control:Is applicable for agents in a ramp controllerposition. This course teaches agents how toapply safety & security procedures on theramp. Completion of applicabledocumentation, usage of resources and tools.Duration: 3 Days Ramp Control & 1 Day OptimumRamp TabletPrerequisites: Passenger Handling & Orientation, 30Days on the job shadowing & valid driver license (ORT)Methodology: In class room facilitation & practicalassessmentVenue: All airports 19

Reservations & Ticketing:Users of the BA Fly and Sabre system will beable to input entries to generate the relatedoutput i.e. reservations data, fare quotes,printing tickets, etc.Duration: 10 Days – Sabre & FlyPrerequisites: Passenger Handling,Orientation & Domestic Fares & TicketingMethodology: Classroom facilitation, practicalexercises & practical simulationVenue: Head office, Cape Town, Durban, George, PortElizabeth and East London 20

Soft skills Training 21

Airline Operations Leadership:For all Comair Ltd staff in a leadership positionand a pre-requisite to SDP. This course aims toprovide the necessary skills, knowledge andawareness of a leadership role.Duration: 5 DaysPrerequisites: NoneMethodology: Group facilitationVenue: Head office or designated venue 22

Business Writing Skills:All Comair Ltd. employees. This course aims toassist staff in understanding the principles ofbusiness writing & create awareness ofdifferent types of business documents & ourcorporate identity. A pre-requisite for CSScompetency. Duration: 90 MinPrerequisites: NoneMethodology: e-LearningVenue: Any location with internet access 23

Cabin Controller Lift Off:The course provides Cabin Controllers andfuture Crew Managers the necessary tools todevelop their leadership skillsDuration: 2 DaysPrerequisites: Crew positionMethodology: Group facilitationVenue: Designated location 24

Communicating Under Stress:It is for all Comair Ltd employees and aims to,increase employee’s emotional intelligence tobetter prepare staff for the daily challenges inthe workplace and to understand thecommunication process.Duration: 1 DayPrerequisites: NoneMethodology: Group facilitationVenue: Head office or designated venue 25

Competency Based Interviewing:This course is for all Comair Ltdinterviewers. To equip all interviewers withthe knowledge of all the processes involvedwith recruitment and selection and how toapply the skills to conduct competency basedinterviews. Duration: 2 DaysPrerequisites: NoneMethodology: In class room, group facilitationVenue: Head office 26

CRAFT Train The Trainer:It is for all Comair Ltd. Supervisors andnominated Senior Staff members, involvedwith on Job Coaching. The objective is tofamiliarize CRAFT Champions and Supervisorswith the standard CRAFT on-the-job trainingand assessment procedures. Duration: 1 DayPrerequisites: NoneMethodology: In class room, group facilitationVenue: All locations 27

Customer Service - WLYU:Applicable to all customer facing staff. Coursecovers experiences of good/poor service, zerodefects, customer satisfaction & loyalty. Thiscourse also includes dealing with dissatisfiedcustomer complaints, moments of truth,behaviours, attitudes and body language. Duration: 1 Day (Included in Passenger Handling Orientation) Prerequisites: Passenger Handling & Orientation Methodology: In class room with role play and group participation Venue: Head office, Cape Town, Durban, George, Port Elizabeth and East London 28

Dealing With Diversity & Conflict:Applicable to all staff. The aim of the course isfor staff to understand the role diversity playsin an organization and how to harness it’sbenefits. To provide a framework for conflictresolution that is logical and rationalDuration: 1 DayPrerequisites: NoneMethodology: Group facilitationVenue: Designated location 29

Energy For Altitude:This course provides the employee with theknowledge and skills to deal with differentemotions and be aware of how their actionsaffect the outcome of situations. This courseis for all Cabin Crew.Duration: 2 DaysPrerequisites: NoneMethodology: Group facilitationVenue: Designated location 30

Grooming:Is a mandatory course for all front line staffthat are required to wear a uniform. Thiscourse includes Comair Uniform wearingstandards, skin analysis and methods of makeup application.Duration: 2 Hours (Included in initial PassengerHandling Orientation)Prerequisites: Passenger Handling & OrientationMethodology: In class roomVenue: Head office, Cape Town, Durban, George, PortElizabeth and East London 31

Motivating Yourself & Others:Applicable to all Comair Ltd employees. Thiscourse highlights the different motivationaldrivers and how this affects the way they dealwith different situations. The course providesthe employee with the knowledge and tools toeffectively motivate themselves and others. Duration: 1 DayPrerequisites: NoneMethodology: Group facilitationVenue: Designated location 32

Problem solving & DecisionMaking:Is for all Comair Ltd employees & aims toteach staff to use a more logical vs anemotional way of solving problems beforemaking a decision.Duration: 1 HourPrerequisites: NoneMethodology: e-LearningVenue: Any location with internet access 33

Stress & Time Management:Is for all Comair Ltd employees & aims tocreate an understanding of stress & theimpact of prolonged stress on an individual. Itprovides a framework to better manage stressin the workplace & to understand timemanagement. Duration: 2 HoursPrerequisites: NoneMethodology: e-LearningVenue: Any location with internet access 34

Supervisory DevelopmentProgramme:This course encourages moving from anoperational mind set to a people focused mindset. This course is aimed at developing staffwith potential for managerial roles.Duration: 9 Days over a 1 year periodPrerequisites: CSS position or similar for min of 12months. AOL & SUP101.Methodology: Group facilitation + POE’s and ExamVenue: Designated location 35

Did you know… We have our own video library on MS Office & you don’t need approval to do any of the courses. Go to MyComair > Toolbox > Training 36

SUP101:This course is aimed at customer servicesupervisors or similar role for improvingsupervisory skills and developing qualities tobe an effective supervisor.Duration: 4 HoursPrerequisites: CSS position or similar roleMethodology: e-LearningVenue: Any location with internet access 37

Telephone Skills:This course teaches telephone etiquette,language, speech and focuses on telephoneskills that includes a communication processand how to deal with complaints.Duration: 1 Day (Included in Passenger HandlingOrientation).Prerequisites: Passenger Handling & OrientationMethodology: In class facilitation with role plays & 38group participationVenue: Head office, George, Port Elizabeth, CapeTown & Durban Training centres

Train The Trainer:It is for all Comair Ltd. staff delivering training.To equip new trainers with the relevantknowledge and skills to identify trainingneeds, develop a training plan, delivertraining and evaluate the training process.Duration: 3 DaysPrerequisites: NoneMethodology: In class room group facilitationVenue: Head office 39

WINGS101:This course is applicable to all Comairemployees. It is an introductory course about“who we are” as a business.Duration: 1 Day (Included in Passenger HandlingOrientation). Exciting staff – 2 hoursPrerequisites: NoneMethodology: In class facilitation for new employees,e-Learning for current employeesVenue: Head office, George, Port Elizabeth, CapeTown & Durban Training centres 40

Need moreDetails about each course are available in theLearning & Development Manual ofProcedures. Available on MyComair. Want to talk to us, email: [email protected] 41