This case study describes the implementation of an English language training program for air traffic controllers (ATCOs) and pilots in Latin America. An initial evaluation in 1995 found that most ATCOs had basic or intermediate English skills. A long-term training plan was developed and carried out from 1995-2000, bringing all ATCOs to at least an intermediate skill level. Periodic evaluations and an emphasis on operational support and needs helped achieve training goals. A Test of English for Aviation (TOEFA) was also developed to evaluate skills according to ICAO standards. The program showed that considerable time and planning is needed to successfully implement language training for aviation personnel.

1. CASE STUDY 4: ATCO/ PILOT ENGLISH TRAINING PROGRAMME An Implementation experience in Latin America William Aranda – Aeronautical Training Expert [email_address] [email_address]

4. Establish Annual Policies and Objectives Allocate Resources Develop Mission Statement Establish Long Term Objectives Generate, Evaluate and Select Strategies Formulation Implementation Evaluation Internal Audit External Audit Feedback MODEL FOR THE PROCESS OF STRATEGIC MANAGEMENT OF TRAINING (VIII GLOBAL TRAINAIR CONFERENCE – MADRID 2000) Measure and Evaluate Performance

15. MODEL OF A QUALITY MANAGEMENT SYSTEM ISO9001:2000 STANDARD “ QUALITY MANAGEMENT SYSTEMS:REQUISITES” (IX GLOBAL TRAINAIR CONFERENCE – MARRAKECH 2003) MANAGEMENT RESPONSIBILITY MEASUREMENT, ANALYSIS AND IMPROVEMENT RESOURCES MANAGEMENT C L I E N T S R E Q U I S I T E S C L I E N T S S A T I S F A C T I O N REALIZATION OF PRODUCT PRODUCT INPUTS OUTPUTS

26. FINAL REFLECTIONS “ The human factor is very important for the achievement of quality training objectives”

27. FINAL REFLECTIONS “ It is in our hands to contribute to the safety of aeronautical radiocommunications,through the achievement of this new challenge of standardization of the aviation personnel linguistic competences”

28. FINAL REFLECTIONS “ The implementation of ICAO Rating Scale will be excellent to improve the OPERATIONAL SAFETY of aeronautical radiocommunications, so special care should be taken to do it, through best practices and quality processes”

29. CASE STUDY 4: ATCO/ PILOT ENGLISH TRAINING PROGRAMME An Implementation experience in Latin America William Aranda – Aeronautical Training Expert [email_address] [email_address]