In small groups of four to six students, complete the following exercise.
WestJet has asked you to quickly develop an outline of a training program for its new reservation clerks. Airline reservations clerks obviously need numerous skills to perform their jobs. (You may want to start by listing the job's main duties, using the information provided below). Produce the requested training outline, making sure to be very specific about what you want to teach the new clerks, and what methods and aids you suggest using to train them.

Duties of Airline Reservation Clerks:
Customers contact airline reservation clerks to obtain flight schedules, prices, and itineraries. The reservation clerks look up the requested information on the airline's flight schedule systems, which are updated continuously. The reservation clerk must deal courteously and expeditiously with the customer, and be able to quickly find alternative flight arrangements that provide the customer with the itinerary that fits his or her needs.

Alternative flights and prices must be found quickly, so that the customer is not kept waiting, and so that the reservations operations group maintains its efficiency standards. It is often necessary to look under various routings, since there may be a dozen or more alternative routes between the customer's starting point and destination.