United Airlines Attendants Training Program
Flight Attendants have to complete an eight-week traditional classroom training. Training includes classroom work, homework, and training flights on weekends. Progress in learning is evaluated by written and practical evaluation.
United Airlines focuses on training attendants to provide the best customer service.
In airlines, customer service means providing and delivering safe, professional, helpful, high-quality service and assistance to airline passengers. Customer service is delivered to passengers before, during, and after a flight.
The workforce of the 21st century is termed as the ‘Multi-Generational’ Workforce. Younger employees have started entering the ranks, infiltrating the traditional workplace with their baggage of digital technology, social media networks, and higher expectations/norms towards a flexible work environment. .
Online training has become a major industry, with many training and human resource managers relying on it to educate employees. According to a survey of 2,000 managers by Bersin and Associates, 60 percent reported using online training and another 57 percent used virtual classrooms and social Media to train employees
We can say that the contact with the passenger starts from the time he makes inquiries, bookings, his ticket, checked in, and while boarding aircraft. Once he is on board aircraft, he spends much more time on board than all the other services put together. Flight attendants must adopt more professional and dedicated attitudes from the moment the customer boards the flight until he disembarks. Customer services skill is mandatory for airline customer service agents, such as Ticket Reservation Staff, Check-in Agents, and Flight Attendants (AL-Hadabi, 2021). Employers prefer online training because people can learn at their own pace. Ever want to ask the teacher to repeat something, but you were too embarrassed to interrupt the class? Online training, which is private, allows you to read the material at your own speed, go back and review the material, as you need to.
Engaging employees beyond their given work sphere is gaining rapid importance in an ever changing world witnessing volatile business events almost every day. Rapid technological changes and shrinking distances have given birth to the most happening platform on the web; termed ‘Social media’, this encompasses a wide variety of networks (viz. Facebook, Twitter, Linkedin) and applications that compress information and allow instantaneous access to its users even across remote locations (Wallace, 2021).
Adult Learning Theories (Hesi)
· What are learning theories?
· What are they?
· What are the learning processes of each theory?
Learning theories are an organized set of principles explaining how individuals acquire, retain and recall knowledge. When appropriate study and knowledge of how the different theories work is acquired, the principles can be used as guidelines to help select training tools, techniques and strategies that promote learning (Kelley, 2012).
The three learning theories are: Behaviorism, Cognitivism, and Constructivism.
The learning process for Behaviorism is based on objectively observable changes in behavior (Kelley, 2012). Cognitive learning theorists believe that learning occurs through internal processing of information, whereas Constructivist theories believe that learning is a process where individuals construct new ideas or concepts based on prior knowledge and experiences (Kelley, 2012).
Examples and Applications Of The Learning Theories
Examples & Applications of Behaviorism:
· Repetitive practice until it becomes automatic
· Provide incentives to do more
· Provide participation points
· Verbal Reinforcements
· Establish rules
Examples & Applications of Cognitivism:
· Classifying information
· Organize lecture in meaningful ways
· Link concepts with new information and real world examples
· Problem solving
Examples & Applications for Constructivism:
· Discovery learning
· Problem based learning
· Collaborative/group learning
Appropriate Adult Learning Theories For Social Media Training Plan
· Which theories are appropriate for our proposed Social Media Training Plan?
· How can United Airlines implement theories into the training?
Constructivism learning theory should be an effective theory to implement in this social media training plan, since learning through this theory is a process where individuals build new ideas based on prior knowledge and experiences. The learning process is simply the mental model to accommodate new experiences (Kelley, 2012).
This learning theory work well with collaborative work. Implementing social media training plan through constructivism will simply execute new ideas and training tools to supplement customer service skills that is already known to the employees. Creative social media training plan with case studies, brainstorming, discovery and collaborative learning are all new and attractive ways of learning for the younger generations.
United Airlines can increase their employees’ customer service skills with the implementation of social media and e-learning tools and apply constructivists theories to add current skills.
Behaviorism is also an appropriate learning theory to apply, where employees can use social media tools to observe information regarding customer service and behave as instructed. Both theories can work, due to the fact that all employees may not be all creative thinkers. Some employees are comfortable learning through repetitive practices, therefore this theory is appropriate enough.
Effect of E-Learning on Student Motivation
· What is E-learning?
· What is the importance of E-learning?
· How does E-learning motivate United Airlines attendants to successfully complete the training program?
E-learning is instruction or training that is delivered using information and communication technologies and the internet to create training for explicit purpose of learning (Harandi, 2015). The advancement of technology and communication tools has a profound influence on younger employee’s education and training. It is a tool that can be used to motivate younger flight attendants to have the desire to take part in and learn from a training activity (Harandi, 2015).
E-learning is important because it complements formal training and gives the younger employees’ an option to conveniently complete their training program. E-learning will enhance the flight attendants training because:
· It promotes developing independent skills,
· Provides an opportunity for practicing computer skills
· Encourages developing skills in time management, organization, and self-pacing
· It allows flexible working
· It takes the focus from teaching to learning (Abdelaziz & et al., 2011).
How does E-learning motivate United Airlines attendants training program?
· The flexibility of eLearning allows learners to fit their learning activities with daily routines
· It allows learners to learn at their own pace without the risk of missing any valuable information
· Learners have the ability to decide topics to study or pay close attention to and skip what they already know.
· Makes it easier to review topics whenever there is a need and hence enhancing learning
· Learners have the ability to access, and explore concepts at their own pace, time, and from anywhere using any communication devices (Li, & Masters, 2009).
Relevant Training Program Competencies (Walter)
· Knowledge of appropriate customer service techniques to improve passenger satisfaction.
· Manages conflicts, confrontations, disagreements, or grievances, with and among passengers to minimize negative impact.
· Influence and motivate passengers to follow instructions at all times.
Understanding and knowing how to use appropriate customer service techniques will help increase the satisfaction of the passenger. These techniques can also help to avoid conflict on the flight and issues between passengers.
It is essential for flight attendants to be able to manage and resolve conflicts on an air craft in a constructive manner. The need for any conflict to arise to a hostile engagement can place the employees and passengers at risk.
Flight attendance need to understand appropriate way in which to interact with customer to gain trust and be able to influence and motivate them to follow instructions. There is a difference between a standard interaction which should leave the passenger feeling satisfied and a negative interaction due to passage’s behavior which lead to impact of the flight. While a negative experience because of the flight attendant can leave the passenger and those around them feeling uncomfortable with the organization a negative experience which results in a positive outcome for the other passengers, such as the removal of an ill behaved passenger, can result in a positive outcome for the organization. Understanding how and when to speak in the correct manger and being able to apply the knowledge is essential to the passenger’s experience.