You have been appointed as Director of Training at Etihad Airways. The airline recently hired 20 new workers who ought to be trained in successful communication skills within the workplace. These new entrants will be appointed as Customer Service Officers (4), Cabin Crew (9), and Etihad Guest Contact Center (7). Etihad Airways provides all its new workers with specialized training to meet the needs of airline customers and maintain the value of the Etihad Airways Group (EAG) brand.

Etihad Airways' success is driven by its people, and the ability to find, develop, engage, and deliver multicultural workers who are highly focused and committed to its customers, and to each other.

Etihad Airways is one of five major trade divisions of the Etihad Aviation Group (EAG) which moreover incorporates Etihad Airways Engineering, Etihad Airport Services, Hala Group, and airline stakeholder partners.

The airline looks to reflect the values of Emirati neighborliness and warmth - as well as cement Abu Dhabi's notoriety as a world-class commerce and recreation goal. Etihad has presented a number of premium travel experiences with world-class items and inventive offerings such as Mobile Check-in, Inflight Chef, E-BOX Stream, Sky Phone, Inflight Wi-fly, and Flying Nannies.

Etihad Airways follows five core corporate values:

1. Provide best practices

2. Act Positive

3. Attention to detail

4. Take responsibility

5. Inspiring customers

Etihad Airways' core values are critical to the organization's success. Etihad believes in open communication, respect, and support for its workers in everything they d o as long as it does not violate the core values of the organization. Etihad urges its workers to take initiative, be proactive, and be diligent in their work. Etihad Airways' main focus is on giving the most secure and effective client benefits.

Task

2a). Review 3 job positions of Etihad ( Customer Service Officers, Cabin Crew, and Etihad Guest Contact Center). Define at least 5 job roles and responsibilities for each position.

Answer:

Customer Service Officers:

1-____________________________

2-____________________________

3-____________________________

4-____________________________

5-____________________________

Cabin Crew:

1-____________________________

2-____________________________

3-____________________________

4-____________________________

5-____________________________

Etihad Guest Contact Center:

1-____________________________

2-____________________________

3-____________________________

4-____________________________

5-____________________________

2b). Identify three core skills for each job position.

Answer:

Customer Service Officers:

1-____________________________

2-____________________________

3-____________________________

Cabin Crew:

1-____________________________

2-____________________________

3-____________________________

Etihad Guest Contact Center:

1-____________________________

2-____________________________

3-____________________________

2c). Based on the 3 job positions, identify at least 3 work-related skills that are missing.

Answer:

Customer Service Officers:

1-____________________________

2-____________________________

3-____________________________

Cabin Crew:

1-____________________________

2-____________________________

3-____________________________

Etihad Guest Contact Center:

1-____________________________

2-____________________________

3-____________________________

2d). How can job positions be trained to get the missing skills you identified in (2c)?

Answer:

Customer Service Officers:

1-____________________________

2-____________________________

3-____________________________

Cabin Crew:

1-____________________________

2-____________________________

3-____________________________

Etihad Guest Contact Center:

1-____________________________

2-____________________________

3-____________________________