15029 N. Thompson Peak Parkway
Scottsdale, AZ 85260
Office: (480) 538-0123 www.ServiceElements.com
Leading the Aviation and
Aerospace Industries in
Organizational and Professional Development
2019 NBAA S&D Scholarship
ServiceElements is proud to offer a 2019 NBAA Schedulers & Dispatchers Scholarship! All of us at ServiceElements are delighter to be able to continue to offer scholarships for S&D! We are continuing our commitment to the scholarship program in 2019.
The award recipient will receive one full ServiceElements NBAA PDP course training workshop of recipient’s choice: Creating and Leading an Invaluable Service Culture (L3); Capitalize on Human Resources (HR4); Highly Effective Teams at Work (BM4) or Effective Leadership in Aviation (L5).
For more details, please contact the S&D Scholarship Committee.
We have partnered with Flight Safety International to deliver an exciting 3 day Leadership boot-camp for current and future leaders.
For Aviation Professionals”
7 – 9 August 2018
Dallas North Learning Center
Leadership Elements for aviation professionals is designed to help tomorrow’s leaders. The advent of technology, fast moving priorities and expectations, with added complexities of multiple generations at work can create many challenges. However, with proper leadership skills, these challenges could become opportunities.
This three-day course dives into the environment of aviation professionals through several lenses of leadership and team building, while addressing critical challenges and opportunities for growth.
This course covers all aspects of the L5 Professional Development Program (PDP) Certificaiton course plus more. Earn 3 credits towards CAM initial certification or 2 credit towards renewal.
Click here for more details, dates and how to register.
“Strive not to be a success, but rather to be of value” – Albert Einstein
If you know of a student in Business Aviation who is studying in Arizona, please refer them to the Arizona Business Aviation Association (AZBAA) website for an application to apply for a scholarship toward their education.
Welcome to our newsletter! For those of us in the northern hemisphere, summer is now here. Many aviation professionals find this season challenging. There is a need for vacation time, yet a need to continue to seamlessly support our customers. Those of you who know me and the ServiceElements team, know that we encourage everyone to “over communicate”. Sharing of knowledge, information, ideas and aspirations within your team, with your superiors and with your customers helps to get everyone on the same page and limits surprises.
In working with our clients, the main areas for improvement are nearly always team work and communication. In our industry the need for team work and communication is of utmost importance for safety and service, yet our industry is also heavy with silos where the flow of information between departments, shifts and even to and from customers/passengers can be erratic.
Last month ServiceElements presented a session on ‘Balancing Safety and Service’ during the NBAA Maintenance Conference. Safety and service should never be in conflict in our industry since safety is the #1 service which we provide to our customers/passengers. Team work and communication with the mitigation of conflict and drama in the workplace will create a more harmonious work environment and provide seamless service delivery Hopefully, with that achieved, more of us can take those needed summer vacations without continuous phone calls, email checking and stress.
So that being said, our feature article in this newsletter is focused on Modern Communication Techniques and how this can be a secret success weapon for aviation professionals.
Keep a look out for ServiceElements upcoming workshops including the Leadership Bootcamp in conjunction with Flight Safety.
We hope to see you soon.
President & Facilitator
An Aviation Professional’s Secret Weapon
Effective communication is an imperative building block for successful organizations. It is the first step toward achieving outstanding service delivery. Without effective communication, all links of service delivery crumble and our customers’ needs may go unfulfilled. Leadership devotes a significant portion of their time in communicating. Approximately 6 hours per day are often spent in face to face, written or telephone communications with superiors, subordinates, colleagues, customers or vendors.
Well informed individuals will have a better attitude than their less-informed teammates. Knowing the direction and focus of a team is an important part of everyone being on the same page and working toward the same shared goal: excellent service to our customers. It promotes motivation and excitement about serving our customers and always fulfilling their needs.
Communication is also vital in consistently delivering great service. Have you ever found yourself in a situation where you received outstanding customer service and felt great about giving your repeat business to a company only to receive subpar service the next time you returned? How did that make you feel? Inconsistency in service delivery erodes our customers’ trust and excitement to return time and again, and in turn that affects the overall success of the organization. It is also a great source of frustration for our clients, and a frustrated customer is not a happy customer.
You can say, this is all great, but how do we actually make great communication happen? An effective and efficient communication system requires leadership’s proficiency in delivering and receiving information. All great leaders must first discover what communication barriers currently exist in their organization, evaluate the reasons for their occurrence and act to shatter those barriers. The great news is that you are not alone! ServiceElements has extensive experience in assisting organizations and leaders in identifying and evaluating communication barriers and creating a decisive action plan to eliminate their existence. Everyone wins when communication barriers come crashing down and dissemination of information becomes efficient.
NBAA Regional Aviation Groups
ServiceElements is working with NBAA Regional Aviation groups to raise money for scholarships. We also coach up and coming aviators. Call us and ask how we can help your organization!
ServiceElements at an NBAA event – Bob Hobbi, Facilitator