The document outlines the core competencies required for employees in the aviation industry. It states that all aviation positions are customer service oriented and depend on providing excellent service to customers. It then lists and describes 16 competencies that successful applicants must demonstrate, including customer service orientation, flexibility, interpersonal skills, communication skills, teamwork, cultural sensitivity, integrity, dependability, conscientiousness, and maintaining a professional image.

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Aviation Employee Competencies
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https://www.avjobs.com/self-assessment/self-assessment-competencies.asp
Aviation Employee Competencies
Aviation Employee Competencies
Today's Aviation Industry requires you to possess the following Core
Competencies to be successful in your job search, and on the job.
To eliminate any confusion, all positions in the aviation industry are
regarded as customer service oriented positions. Every second an
employee spends with a customer or potential customer is critical. Most
customers choose to buy, fly, or purchase based on the quality of service
received. Customers may never see you, but they will remember their
telephone conversation, the comfort of their flight, and the way their
baggage or package arrived; safely, timely at the correct destination.
They will thank you by buying, flying, and purchasing from your company
over and over again.
Customer Service Orientation
Successful applicants must genuinely enjoy providing caring, professional
customer service. This is an expectation to provide outstanding service
to customers not only to the first customer of each day, but every
customer throughout the day. Customers at the end of the day should
receive the same high level of service as the customers at the beginning
of your day, even though you may have been on duty 14 hours or more.
Flexibility and Adaptability
Applicants must be extremely flexible and adaptable. As an employee in
the aviation industry you may be required to work in many different
locations, environments, schedules, with different people, and even on
different aircraft types. Your work schedule may change monthly and the
people you work with may change daily. The types of service provided
are different depending on the company, product, service, location, flight

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length, destination, service levels, and customer amenities. You must also
be willing to relocate to domicile to which you are assigned if it is a
requirement of the job.
Interpersonal Skills
Successful applicants must be highly empathetic. Interpersonal Skills are
important social skills that include a positive outlook and a sincere
concern for others. It means you are sensitive to the needs and feelings
of others, in other words, diplomatic. You may be asked to deal with
difficult situation in a positive, non confrontational manner. Listening
effectively, being polite and diplomatic to people from all walks of life and
all areas of the world is essential to the interpersonal skills you already
have.
Communication Skills
Applicants must be able to deliver a clear and accurate message in a
manner that is appropriate for the individual or audience. It also includes
the ability to share information openly and honestly in a respectful way.
Actively listening and presenting concepts in an organized fashion which
enables an understanding of your message is one of the keys to effective
communication skills. Additionally, you should be able to communication
in a calm fashion during stressful situations.
Teamwork
Successful applicants must have the ability to maintain a healthy balance
between the ability to work independently and as part of a team. As a
team member on a flight crew, sales organization, assembly line, or office
environment, you actively contribute to the team and maintain positive
working relationships with all team members, in the air and on the
ground. Being part of the team means you treat others fairly and with
respect, while sharing resources and information with other team

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members. From time to time, this means seeking opportunities to help
others before being asked or required. Something to keep in mind is that
teamwork means, the work of the crew isn't done until every
crewmember's work is done.
Cultural Sensitivity
Successful applicants must possess a high degree of cultural sensitivity
and exhibit respect for diversity of all types. This means you must be fair,
balanced and considerate towards all people. Your cultural sensitivity is
demonstrated by your ability to adapt and effectively manage
circumstances related to cultural differences, and identifying potential
problems relating to diversity and seeking out solutions.
Integrity and High Ethical Standards
Successful applicants are expected to be honest and ethical. You may be
responsible for inventorying and handling valuable equipment, as well as
collecting, managing cash and credit sales. You must have a high work
ethic and standard. Your treatment of customers and co-workers is
expected to be truthful and sincere.
Established Values System
Successful applicants must be primarily self-motivated and have the
ability to work unsupervised. Self-satisfaction must be found by treating
others well, since feedback will come more often from customers than
from supervisory personnel. This will allow you to maintain high
standards even under pressure from peers to relax those standards. You
must be self-confident and take responsibility for your actions, preferring
to earn rewards rather than expecting entitlements.
Dependability
Dependability is extremely important to a successful career in the

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aviation industry. The aviation industry requires generally greater levels of
dependability than other industries. Your position may require you to be ?
on call?, or to work on holidays, or even during your scheduled days off
and you must arrive on-time - every time. Failure to maintain a
dependable work record is the primary reason most new employees are
released during the first six months of employment.
Conscientiousness
Successful applicants must be conscientious about their schedule,
paperwork, follow-up for customers, sales and inventory, reporting and
completion of required reading. Your training requirements and FAA
required manuals must be kept up-to-date. Reports about situation
occurring on the job must be filed in a timely manner according to
company guidelines
Professional Image
Successful applicants must be professional and pleasant in both image
and demeanor and adhere to any on-the-job uniform regulations. You
must uphold the image of your company performance, productivity,
public image, and branding. Some of these standards include:
A conservative hairstyle; natural looking with no extreme shape or
color
Make-up appropriate for daytime business wear
Nails are to be well groomed
Jewelry is to be conservative. No more than 1 earrings per ear. Men
may not wear earrings. Nose, tongue, or eyebrow jewelry may not be
worn
Tattoo's must not be visible