Group 5's training program for new airline reservation employees includes 5 steps: analyzing training needs, designing the program, developing the course, implementing training, and evaluating effectiveness. The 2-day course aims to familiarize new hires with company objectives, benefits, reservation processes, customer service skills, and troubleshooting. Training methods include lectures, vocal training, computer-based learning, simulations, and mock sessions. Effectiveness is measured through reaction, learning, behavior, and results testing with a control group. The program's ROI will also be assessed.

1. Group no. 5
Team Members:
Siddharth Goel 2014274
Smriti Aggarwal 2014282
Surabhi Choudhary 2014288
T. Jegan 2014294
Tarun Sharma 2014302
Udayan 2014309

2.  Analyze the Training Need
 Design the overall Training Program
 Develop the Course
 Implement the Training Program
 Evaluate the effectiveness of the course

3.  To make the new hires acquainted with the key objectives of
Airline.
 Inform them about the benefits and company guidelines.
 Provide a hands-on demo for the airline reservation process.
 Basic etiquettes to deal with customers .
 Provide expertise related to retrieving the best possible flight
reservation as per the customer needs.
 Troubleshooting unforeseen problems .

4.  Lectures: To explain the nature of the job and the performance
expected from the new entrants to the organization.
 Vocal/diction training: To bring the new entrants on par with the
existing employees, to have equal standards with the existing
employees.
 Computer based training: To learn how to use the software being
used to function effectively.
 Simulated training: For understanding airline flight charts and
real life scenarios

5.  Provide real-time flight schedules, prices and itineraries to the
customer
 Provide alternative flight arrangements in order to provide the
customer with the itinerary that best fits his or her needs
 Deal with the customers courteously and expeditiously.
 Quick retrieval of flight schedules and information so that the
customer is not kept waiting.
 Provide assistance for boarding flights and intimate changes in
schedule
 Check baggage and direct passenger to designated location for
loading.

6. Day 1: (09:30 a.m.-07.00p.m.)
 Morning Session (09:30a.m.-12:00p.m)
◦ Orientation (Company description and Job Scope)
◦ Evaluation components.
 Afternoon session (01.30p.m.-4.00p.m.)
◦ SLOT guidelines
◦ Standard Schedules Information Manual
◦ Understanding capacity constraints.
Training Technique:
 Classroom instructions
 Behavior modelling

7.  Evening session(04.30p.m.-7.00p.m.):
◦ Communication skills
◦ How to manage stress
◦ Cross cultural awareness
◦ Mock sessions by the trainer.
Training Technique:
◦ Vestibule Training(participant and simulator based)
◦ Interactive techniques(videos on common portal).

8. Day 2(09.30a.m.-06.30p.m.)
 Morning Session (09.30a.m.-12.00p.m.):
◦ Computerized session and the operation of the software.
Training Technique:
 Practical training on Software.
 Afternoon Session (01.00p.m.-04.00p.m.):
◦ Mock session.
Training Technique:
◦ Simulated Learning (Handling the full simulator i.e. both telephonic and
computerized combine.)

9.  Evening Session (04.30p.m.-6.30p.m.):
◦ Handling complaints and rights of appeal
◦ Handling and processing queries.
◦ Handing over the course work
◦ Video conferencing session.
Training Technique:
◦ Computer Based Training(handling over of the DVD and the coursework)
◦ On Job training
 Feedback Session

10. • Controlled Experimentation–Testing the effectiveness of the training
program ,preferably with before and after tests and control group.
• Training Effects to be Measured-
• Reaction : Evaluate trainees’ reactions to the program.
• Learning : Test the trainees’ to determine whether they learned what they were
supposed to learn.
• Behavior : Any change in trainees’ because of the training program.
• Results : If the training program does not produce measurable results, then it
probably hasn’t achieved its goals.
• Assessing the costs and benefits of the training :
ROI = (Net program benefits / Program Costs) * 100

11. -Thank You-