Our Hearts Go Out to the Victims and People of Las Vegas
Our thoughts and prayers are with you and yours
Leading the Aviation and Aerospace Industries in Organizational and Professional Development
(Click on events for more information)
SEI Will be presenting a PDP Course
on Monday Oct. 9th:
A full day course designed to enhance the personal effectiveness and professional knowledge of individuals pursuing or currently in the position of aviation department manager. Topics covered include:
What is an Effective Leader? Identifying the Needs & Growing Your People; Time Management; The Art of Decision Making; Concepts, Tools and Techniques for Leading Groups; Role Playing for Leadership Effectiveness; and Identifying and Utilizing Resources.
This PDP will be facilitated by Bob, Michelle, Karen and Roxanna
October 25-27, 2017
Hilton Scottsdale Resort and Villas
Compete Through Service
The annual Compete Through Service Symposium brings the most innovative minds in business and academic thought together to advance the science of service. ServiceElements will be presenting two sessions at this symposium:
Mastering Disruptive Change &
Instilling a Customer Centric Culture
Sponsored by Bombardier
SEI is tremendously proud and honored to be one of the KEYNOTE SPEAKERS at this event!
Balancing Safety and Service
We will also be facilitating a break out session where we will discuss:
Organizational Resource Management and
Teams in Aviation
Research by Harvard University
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.
We put together this newsletter bi-monthly to share information, ideas and beneficial material with you. This is your newsletter, so please tell us what you would like to see and what topics you would like us to talk about? All feedback, positive or negative is also important so please share that with us too so we can improve this newsletter.
We are still in shock regarding the events in Las Vegas yesterday evening. However, we do not intend to let this senseless act of violence scare us and make us change our plans. This is exactly what the sort of people who carry out these crimes want.
Our thoughts and prayers go out to everyone who has been affected by this violent and tragic event.
So, in just a few days the ServiceElements team will, like many of you, be heading to Las Vegas for NBAA’s annual convention.
This year we are presenting a Professional Development Program (NBAA PDP) prior to the convention, on Monday October 9th. The topic is
“Effective Leadership in Aviation” During this interactive workshop we will discuss, amongst other things, leadership styles, how to engage and motivate your teams, and successful decision making.
SEI team members just came back from the NATA Ground Handling Safety Symposium in Virginia. We presented a session entitled
“The Intersection of Safety and Service in a Ground Handling Environment”. The symposium was a great event and our session highlighted the fact that Safety is the number one service which we as aviation professionals provide. Developing this culture of safety in organizations is critical to any operation.
Professional development, leadership and organizational culture are at the heart of what we, at SEI, do everyday. Our goal is to educate, lead and develop aviation professionals in a fun, informative and interactive way.
In our last newsletter we discussed how, many companies train, train, train in technical skills, yet most of the issues we face daily are people challenges. Investing in your people and developing their core skills, using the right techniques and environment, has a proven ROI.
With this being said, our feature article this month discusses the need for training in human interaction and why it is so important.
We hope you enjoy the article and this month’s newsletter. We look forward to seeing you in Vegas or at one of our upcoming events.
President & Facilitator
TRAINING TODAY IN THE AVIATION INDUSTRY
by Christine Hill & Bob Hobbi
Training has always been the backbone of the aviation and aerospace industries…..technical training. When it comes to essential human interaction skills training, sometimes better known as “soft skills training”, or as we call it — “CORE Skills”, our industry is beginning to recognize the benefits of this type of people development.
ServiceElements came onto the scene in 2003 after its founders recognized that a need was not being served in business and general aviation. Aviation professionals were getting all the technical training that they needed to keep flying, fueling, maintaining and servicing or operating business aircraft. However, times are changing and many aircraft passengers/users/customers/principals (at flight departments, FBOs, maintenance shops, aircraft manufacturers, charter companies, fractional, etc.) have begun increasing their expectations and asking for better or more service delivery faster and cheaper from our aviation professionals. Our professionals know their stuff when it comes to operating the aircraft, but the industry has room and OPPORTUNITY for additional growth and improvement in this area. The best part of all this is that focusing on people and professional development will benefit the entire industry, businesses and organizations.
However, this type of organizational training today has to be better focused and better delivered. Investing in training should result in better performance by enhancing safety, engagement (important for service delivery), teamwork, communications, efficiency and clarity of mission. So, how do we do this? By reinventing and enhancing training and development techniques…new focus should produce more interactive training and be specific to the organization’s culture.
All charter management companies are not the same. All aircraft manufacturers are not the same. All MRO’s are not the same. All FBO’s are not the same or equal. In our industry, each organization or business has its own set of unique business, operating conditions and customers. There are a number of elements to be considered: geography, aircraft type, service and branding focus and purpose, local issues (employee pool, local governments), customer portfolios and types, and many other related issues. So, when it comes to training, one size does NOT fit all.
For example, customer service training companies like Ritz-Carlton and Disney Institute had been gaining popularity in recent years, but they are benchmarking companies and do not focus on training. They tell workshop participants how they provide service in the hotels or at the Disney Parks, but it is not easy to relate back or transition to the real life challenges in business and general aviation.
The customers in our industry pay a lot of money and expect the best service that money can buy when they are buying an aircraft, getting that aircraft maintenance or flying or catering or flight planning. So, the customer service training should be very specific to the organization and fully cognizant of Business & General Aviation dynamics. Furthermore, customer service training for an FBO is not the same as customer service training for Part 91 Flight Departments or an aircraft manufacturer. In fact, the training may not even be titled customer service training.
ServiceElements started facilitating workshops on topics that related to customer service, communication, leadership, organizational resource management, teamwork and just basic human interaction skills. These topics have become better recognized as ‘core skills’ in helping to further create a cohesive and focused culture.
Another example: communication is imperative in any organization. Effective communication is not just active listening or the ability to articulate well. Communication is effective only when the person sending the communication and the person(s) receiving the information come to a clear understanding of what needs to happen. We learned a lot about this through human factors programs. We are saying “let’s take it up a couple more notches”. And in order for the service interaction to be successful, the expectations of all sides involved must be addressed and communicated (at the very least) in order to be successful in striving to exceed them.
Professionals in our industry will sometimes say, “I don’t deal with the customers. I just deal with airplanes. I fly them or I fix them.” This is no longer the ONLY reality. Today everyone has customers to deal with-whether they are external customers (people who use our services or pay) or internal team members (team members) who are just as important of an element for all of us. Communication and interaction skills between both are essential to a successful company or organization, to a successful team AND to successful individuals.
Whether the service organization is a flight department, an FBO, a maintenance shop, an OEM, a catering supplier or flight following organization. Customers have to be re-defined: Who are they? What are their expectations? What are their needs? How do their needs and expectations constantly change? So, if you were trying to define customers for your organization, it would be critical to define the services and roles everyone plays in the very specific, interactive and targeted training and development plan.
~ Lou Holtz
Christine Hill presenting at NATA’s Ground Handling Safety Symposium, Ashburn, VA.
ServiceElements is proud to offer a free webinar for unemployed aviation professionals seeking employment
NBAA Regional Aviation Groups 2017
ServiceElements is working with NBAA Regional Aviation groups to raise money for scholarships.
Call us and ask how we can help your organization!
ServiceElements at an NBAA event – Bob Hobbi, Facilitator