HRM

Training Program design for an Airline reservation clerk

By Himanshu Patel
Roll No:- 151419
Section -D
Facts:
1. Company has hired 30 employees
2. Job Descriptions :
a. Title - Airline ticket reservation clerk
b. Job Summary Look up at flights schedule system and to treat
customers accordingly
3. Job Specifications :
a. Skills :
i. Communication Skill
ii. Basic Ticket reservation system knowledge
iii. Technical knowledge of flight schedule program
Approach:
After the identification of skills required to perform the job, training
program would be designed as follow as:
1. Purpose of training:
To develop Communication Skills
To aware employee about system
2. Design:
Off the job training for the purpose b. in which employees would
be given training in a simulated working conditions
Recorded calls for the purpose a. in which employees would be
given basic tips to treat different kind of customers differently.
3. Methodology:
Simulated environment
4. Duration:
6 days program ( 6 hours a day)
5. Evaluation:
After training simulate the actual situation in which trainer
pretend himself as a customer and evaluate the performance of
employees

Training Program Schedule

Days
Day1

Day2

Day3

Day4

Day5

Session
Session1
Session2
Session3
Session1
Session2
Session3
Session1
Session2
Session3
Session1
Session2
Session3
Session1
Session2
Session3

Details
Basic knowledge about the Reservation System
Basic knowledge about the Reservation System
Tips & shortcuts to use the system fast & accurately
Evaluation by giving situation
Evaluation by giving situation
Tutorial (if needed)
Basics of Communication Skills (importance,
requirement etc.)
Telephone etiquettes
Telephone etiquettes with roll playing and different
examples
Training through recorded call
Training through recorded call
Tutorial (if needed)
Evaluation
Evaluation
Evaluation