The document summarizes the C.O.R.E. training provided by Alaska Airlines to new customer service agents and flight attendants. The two-day training covers topics such as company history, values, customer service, social responsibility, and economic impact. A variety of engaging activities, discussions, and multimedia are used to familiarize employees with the key elements of Alaska Airline's sustainability. The training aims to help employees understand their role in supporting the company's goals and sustainability factors for continued success.
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TCC segurança do trabalho - Plano de consultoria - Hospital. Todas as não conformidades foram apresentadas pelo professor, empresa fictícia. fotos da internet
This presentation is a complete outline from taking a call to close for hotel reservations training.
Some examples of types of callers to a flow chart of the sales process.
Social Media in the Airline Industry
by Gilbert Ross
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Hospital - TCC Conclusão de curso segurança do trabalho Fabio Gouveia
TCC segurança do trabalho - Plano de consultoria - Hospital. Todas as não conformidades foram apresentadas pelo professor, empresa fictícia. fotos da internet
This presentation is a complete outline from taking a call to close for hotel reservations training.
Some examples of types of callers to a flow chart of the sales process.
Social Media in the Airline Industry
by Gilbert Ross
Presented at Merlien Institute's Qualitative Consumer Research & Insights, 7 & 8 April 2011, Malta
http://www.merlien.org
Updated Presentation at Frequent Traveler University about the American Airlines AAdvantage Program. All the info you need to know about the merger of Dividend Miles into AAdvantage, how to earn and redeem miles and where those miles can take you around the world. Presented by Edward Pizzarello, http://pizzainmotion.com
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Southwest's most powerful organizational competency--the "secret ingredient" that makes it so distinctive--is its ability to build and sustained high performance relationships among managers, employees, unions, and suppliers. These relationships are characterized by shared goals, shared knowledge, and mutual respect.
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to the learning objectives/ goals. These identified deficiencies could subsequently guide and encourage us in more effective ways to tweak our learning artifacts to
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This book examines how Southwest Airlines, the largest carrier of passengers in the largest market in the world has become the envy of financial performance, customer, and employee satisfaction for the airline industry. For those of us who are involved in Organization Development or Human Resources and toil under the belief that people make a bottom line difference, this is our book. For leaders this is also your book, the lessons learned at Southwest are transferable not only to the airline industry but to any industry. A word of caution, the book is based on an academic/statistical study of the airline industry and reported more as an academic treatise than a captivating book. Don't let the style of writing get in the way of the important message:
Southwest's most powerful organizational competency--the "secret ingredient" that makes it so distinctive--is its ability to build and sustained high performance relationships among managers, employees, unions, and suppliers. These relationships are characterized by shared goals, shared knowledge, and mutual respect.
Over time Southwest Airlines has developed 10 organizational practices to facilitate coordination among 12 distinct functions: pilots, flights attendants, gate agents, ticketing agents, operations agents, ramp agents, baggage transfer agents, cargo agents, mechanics, fuelers, aircraft cleaners, and caters by building relationships of shared goals, shared knowledge, and mutual respect. The heart of this book is the description of these 10 practices and how managers in any setting can implement them to improve their business performance.
To be proficient at sea we need to have a combination of underpinning knowledge, relevant technical skills and the necessary soft skills, which make us good shipboard
team players capable of managing tasks in a safe manner. During maritime training, it is important to assess these three areas to establish the proficiency gaps relating
to the learning objectives/ goals. These identified deficiencies could subsequently guide and encourage us in more effective ways to tweak our learning artifacts to
fill in these gaps. This paper presents some of the tools, which have been successfully used in classrooms and in simulator-based training both in formative and in summative situations at the EMAS Academy.
DRILLING SAFELY AND EFFICIENTLY STARTS WITH OUR PEOPLE, WHICH IS WHY H&P RECRUITS,
TRAINS, AND IS COMMITTED TO RETAINING OUR EMPLOYEES IN ORDER TO HELP ENSURE THAT
OUR WORKFORCE IS SET UP TO HELP OUR CUSTOMERS ACHIEVE BETTER DRILLING OUTCOMES.
Technical And Non Technical Training Proposal PowerPoint Presentation SlidesSlideTeam
If your company needs to submit a Technical And Non Technical Training Proposal PowerPoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. https://bit.ly/3lgE8hn
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Proposal For Upskilling Employees PowerPoint Presentation SlidesSlideTeam
If your company needs to submit a Proposal For Upskilling Employees Powerpoint Presentation Slides look no further. Our researchers have analyzed thousands of proposals on this topic for effectiveness and conversion. Just download our template, add your company data and submit to your client for a positive response. https://bit.ly/2TBymf3
Presented at the 12th Annual GlobalMET Conference "Maritme Education & Training: Closing the Gap between What is Needed and What is Provided". ABSTRACT: To be proficient at sea we need to have a combination of underpinning knowledge,
relevant technical skills and the necessary soft skills, which make us good shipboard
team players capable of managing tasks in a safe manner. During maritime training,
it is important to assess these three areas to establish the proficiency gaps relating
to the learning objectives/ goals. These identified deficiencies could subsequently
guide and encourage us in more effective ways to tweak our learning artifacts to
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Alaska Airlines CORE Training
1. Welcome to Alaska Airlines
C.O.R.E. Training
CUR/516
NICK KAMENY
OCTOBER 16, 2014
2. C.O.R.E.
(Company Optimization & Redefining Excellence)
Course Description
This course will familiarize new Customer Service agents and Flight
Attendants of the key elements to the sustainability of Alaska Airlines.
During this seminar, new hires will participate in a variety of engaging
activities, group discussions, and instructor lecture including supplemental
multimedia guest speakers.
Topics addressed include company history, current company conditions and
values, customer service, environmental improvements, corporate social
responsibility, and economic impacts. Class size is maximized at 25
employees per six hour session lasting two consecutive days at the Alaska
Airlines corporate headquarters in Seattle, Washington.
3. Learner Characteristics
Employees enrolled in this course have strong customer service
backgrounds ranging from retail to the hospitality industry. Most employees
have at minimum 5-7 years of work experience with direct customer
interaction including five employees with prior airline experience.
There are a total of 15 women and 10 men in the course with ethnicity
representation from the Caucasian, African-American, Latino, and Pacific
Islander demographics. Employees range in age from 21- 50. Most
participants in this course would be considered spatial learners.
4. Needs Assessment
Senior leadership at Alaska Airlines understands the importance of sustainability
within the market. As industry mergers have occurred during the last five years to
save financially struggling airlines, Alaska Airlines has continued to be successful
by focusing on key sustainability factors. Though leadership was cognizant of the
multitude of these projects, many operational and front-line staff were not aware of
these elements. Flight Path, a one day seminar, was created to highlight some of
these main business essentials with employees. However, Alaska Airline
executives have determined the need for expansion of this particular training.
Based on course evaluations and personal observations, Alaska Airlines leadership
believe these key business strategies reflecting the company’s goals and mission
need to be incorporated within the new hire training. This will allow employees to
understand the sustainability factors of Alaska Airlines and how important their
roles contribute to these company objectives.
5. Delivery Modality
This course will be instructor led
within a corporate classroom
environment. Multi-media videos
will be shared throughout the
course along with individual and
group assignments. Laptops,
tablets, or smartphones may be
used during the course for team
activities.
6. Learning Context
This two day seminar will be
conducted at the Alaska Airlines
Corporate Headquarters located in
Seattle, Washington. The
instructional training is held within a
corporate classroom environment
consisting of tables that sit two
individuals comfortably.
The classroom has state of the art
technology with built in microphones
and cameras to record training
sessions and stream live to various
locations if needed. The classroom
also has an overhead projector and
whiteboards used throughout the
7. Instructional Goals for C.O.R.E. Seminar
Employees will learn about the history and current state of the company.
Staff will have the opportunity to strengthen their customer service skills and share best
practices among colleagues while understanding the values and ethics of Alaska Airlines.
New hires will explore workplace diversity, employee engagement, along with the
commitment to corporate social responsibility.
Employees will understand the importance of economic growth within the company and the
impact on the regional economy.
Staff will be able to recognize various methods Alaska Airlines has implemented to improve
environmental conditions within the organization.
8. Instructional Strategies
This course has been designed to incorporate a variety of instructional
strategies as the customer service representatives learn about key
sustainability factors at Alaska Airlines.
Participants will experience a training session that encompasses
experiential learning, individual participation, partner and teamwork, along with
interactive activities.
In addition, new hires will enjoy a collaborative learning environment while
utilizing problem based and critical thinking skills.
The combination of these instructional strategies provides an opportunity for
all types of learners to retain the information and successfully pass the course.
9. Instructional Strategies and Activities
Throughout the two day training, participants will experience a multitude of
activities that have a direct correlation to the primary based objective.
These activities include word searches, group breakout sessions, partner
discussions, role play, and case studies.
Though the course is not technologically heavy, various applications will be
used to promote audience engagement. These applications include Padlet
and Poll via text. At the conclusion of the course, survey monkey will also
be used for evaluation purposes.
10. Implementation
The C.O.R.E. Training seminar will be hosted at the Alaska Airlines
Headquarters in Seattle, Washington. The length of the seminar will be hosted
two consecutive days consisting of six hours per day.
Instructional time will be conducted in two hour blocks for a total of three
segments per day. A ten minute break will be offered after the first block
segment as well as a one hour lunch break after the second block segment.
The course is scheduled to begin at 8:00am and conclude at 3:00pm.
Senior leadership will make the final determination on the exact days of the
training seminar. This training is mandatory for all new hires in customer
service and flight attendant positions.
11. C.O.R.E. Training – Day One
8:00am – 8:30am
Introductions
Icebreaker – Divide by Decade
8:30am – 9:30am (Welcome to Alaska Airlines)
History Video: http://www.youtube.com/watch?v=dqNiPkmIOKw
Lecture: History of Alaska Airlines
Lecture: Current State of Alaska Airlines
Interactive Activity: Alaska Airlines Website and Route Map:
http://www.alaskaair.com/content/route-map.aspx?lid=nav:planbook-routeMap
12. C.O.R.E. Training – Day One
Goal
Employees will learn about the history and current state of the company.
Learning Objective
New hire employees will summarize the history and current state of Alaska Airlines by
completing a 10 question fill-in-the blank and corresponding word search activity with 100%
accuracy.
Activity One: Word Bank -- Individual
Activity One (Part Two): Word Maze – Partner
13. C.O.R.E. Training – Day One
9:30am – 10:00am (Core Values)
Flight Attendant Video: http://www.youtube.com/watch?v=3kkWtUrctEY
Lecture: Intro to Core Values
10:00 – 10:10am (Break)
10:10am – 10:40am (Core Values Conclusion)
Goal
Staff will have the opportunity to strengthen their customer service skills and share best
practices among colleagues while understanding the values and ethics of Alaska Airlines.
Learning Objective
Participants will explain how they can incorporate the Alaska Airlines Core Values into their
current role by providing one situational example with 100% accuracy.
14. C.O.R.E. Training – Day One
Activity Two: Verbal Core Value Example – Team and Individual
Formative Assessment: Temp Check using Padlet
10:40am – 12:00pm (Customer Service)
Voucher Video: www.youtube.com/watch?v=3b1hSw_bxxY
Lecture: Customer Service
SNL Video: https://screen.yahoo.com/nadeen-burger-castle-000000292.html
Group Discussion: Customer Service. Good and bad examples. Shared experiences and
best practices.
12:00pm – 1:00pm Lunch
15. C.O.R.E. Training – Day One
1:00pm – 2:00pm (Customer Service Conclusion)
Goal
Staff will have the opportunity to strengthen their customer service skills and share best
practices among colleagues while understanding the values and ethics of Alaska Airlines.
Learning Objective
Employees will examine an Alaska Airlines airport operations case study and provide customer
resolution through a role play scenario with 100% accuracy.
Activity Two (Part Two): Role Play Scenario
16. C.O.R.E. Training – Day One
2:00pm – 3:00pm (Corporate Social Responsibility)
Making the Connection Video: www.youtube.com/watch?v=qbDJ916ZeZs
Lecture: Diversity, Employee Engagement, and Corporate Social Responsibility
Fallen Soldier Video: http://www.youtube.com/watch?v=E9TvQ1DaAk0
Formative Assessment: Exit Card/List any outstanding questions
Conclusion of Day One
17. C.O.R.E. Training – Day Two
8:00am – 8:30am
Icebreaker – Rollick (Charades game)
Recap of Day One Material
8:30am – 9:30am (Corporate Social Responsibility Conclusion)
Flight Attendant Drill Team: http://www.youtube.com/watch?v=CLKN6G80jFA
Lecture Conclusion
Goal
New hires will explore workplace diversity, employee engagement, along with the commitment to
corporate social responsibility.
Learning Objective
After completion of the Social Corporate Responsibility segment of the seminar, participants will cite
two company features, facts, or programs that highlight these initiatives with 100% accuracy.
Activity Three: Remembering Corporate Responsibility
18. C.O.R.E. Training – Day Two
9:30am – 10:00am (Economy Impact)
Training Campus Video: http://www.youtube.com/watch?v=S6eMtVKLFbU
Lecture: Impact on Economy
10:00 – 10:10am (Break)
10:10am – 10:40am (Economy Impact Conclusion)
Lecture: Impact on Economy
Goal
Employees will understand the importance of economic growth within the company and the
impact on the regional economy.
Learning Objective
After reviewing the Alaska Airlines economic achievement highlights, employees will explain
the significance of one of the four categories with 100% accuracy.
19. C.O.R.E. Training – Day Two
Activity Four: Poster Board Highlights
Formative Assessment: Temp Check using Online Poll
10:40am – 12:00pm (Environmental Initiatives)
Going Green Video: http://www.youtube.com/watch?v=BTyCM05sLMU
Lecture: Environmental Initiatives
Goal
Staff will be able to recognize various methods Alaska Airlines has implemented to improve
environmental conditions within the organization.
Learning Objective
Upon completion of the Alaska Airlines environmental initiatives section of the training,
participants will complete a True/False quiz with 100% accuracy.
Activity Five: True/False Quiz
20. C.O.R.E. Training – Day Two
12:00pm – 1:00pm Lunch
1:00pm – 2:00pm (Wrap-Up)
Hometown Airline Video: http://www.youtube.com/watch?v=6yQ4UMZof8w
Lecture: Wrap Up/ Question and Answer
Best of 2013 Video: http://www.youtube.com/watch?v=ugbRnZC4kHA
Summative Assessment
2:00pm – 3:00pm (Evaluation and Assessment)
Summative Assessment Exchange/Team Grading
End of Course Formative Summative Evaluations via Surveymokey
Conclusion of Day Two
21. Summative Evaluation of Program
Outcomes
Students will be requested to complete a brief end of course survey via
https://www.surveymonkey.com/s/2D72M59 that address the following questions:
Q: How effectively did your facilitator lead discussions of course material?
Q: How well did your instructor relate course topics to each other?
Q: Did the presenter allow too much time for discussion, too little time, or about
the right amount of time?
Q: The following course activities added value to the CORE Training
Videos, Group Discussion, Role Play/Case Studies, Team Activities, Quiz
Q: Overall, how would you rate the event?
Q: Please feel free to share any additional feedback regarding your experience in
CORE Training and what you would do to enhance the course.
22. Future Implications
Upon receipt of participant feedback, the facilitator and curriculum designer
will collaborate to review the results. Given the outcome, proposed
enhancements can be made to items such as course material and duration.
Feedback, results, and suggested course improvements would also be
shared with Alaska Airlines executive leadership. Based on their response,
additional changes would be implemented for future training courses.
23. Thank you for being part of the
Alaska Airlines Team!
24. References
Alaska Airlines (2013, November 11). Alaska Airlines Fallen Soldier Program [Video file]. Retrieved
from Youtube website: http://www.youtube.com/watch?v=E9TvQ1DaAk0
Alaska Airlines (2014, March 6). Alaska Airlines Flight Attendant Drew [Video file]. Retrieved from
Youtube website: http://www.youtube.com/watch?v=3kkWtUrctEY
Alaska Airlines (2014, August 8). Alaska Airlines Training Camp with Russell Wilson Commercial
[Video file]. Retrieved from Youtube website: http://www.youtube.com/watch?v=S6eMtVKLFbU
Alaska Airlines (2013, December 31). Best Moments of 2013 - Alaska Airlines [Video file]. Retrieved
from Youtube website: http://www.youtube.com/watch?v=ugbRnZC4kHA
Alaska Airlines (2014, June 10). Seattle's Hometown Airline [Video file]. Retrieved from Youtube
website: http://www.youtube.com/watch?v=6yQ4UMZof8w
Alaska Airlines. (2014). Sustainability Report. Retrieved from
http://www.alaskaair.com/content/about- us/sustainability/sustainability-report.aspx
25. References
Alaska Airlines (2013, November 6). Welcome to Alaska Airlines [Video file]. Retrieved from Youtube
website: http://www.youtube.com/watch?v=dqNiPkmIOKw
Estorninos, D. (2011, April 12). Alaska Airlines "Voucher" :30 TV [Video file]. Retrieved from Youtube
website: http://www.youtube.com/watch?v=3b1hSw_bxxY
Jennings, C. (2013, December 13). Green Earth Journal TV Show - Alaska/Frontier Airlines [Video
file]. Retrieved from Youtube website: http://www.youtube.com/watch?v=BTyCM05sLMU
Nwbsbeth (2011, July 31). Seafair Torchlight Parade 2011: Alaska Airlines [Video file]. Retrieved from
Youtube website: http://www.youtube.com/watch?v=CLKN6G80jFA
Saturday Night Live (n.d.). Nadeen at Burger Castle [Video file]. Retrieved from Yahoo Screen
website: https://screen.yahoo.com/nadeen-burger-castle-000000292.html
Sparkworks Media (2014, July 23). Alaska Airlines - Making the Connection [Video file]. Retrieved
from Youtube website: http://www.youtube.com/watch?v=qbDJ916ZeZs