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 Session Details

Day-1 Session-1 Basic knowledge about the Reservation System
Session-2 Basic knowledge about the Reservation System
Session-3 Tips & shortcuts to use the system fast & accurately
Day-2 Session-1 Evaluation by giving situation
Session-2 Evaluation by giving situation
Session-3 Tutorial (if needed)
Day-3 Session-1 Basics of Communication Skills (importance, requirement etc.)
Session-2 Telephone etiquettes
Session-3 Telephone etiquettes with roll playing and different examples
Day-4 Session-1 Training through recorded call
Session-2 Training through recorded call
Session-3 Tutorial (if needed)
Day-5 Session-1 Evaluation
Session-2 Evaluation
Session-3 Evaluation