United Airlines Attendants Training Program Assignment
Order ID |
53563633773 |
Type |
Essay |
Writer Level |
Masters |
Style |
APA |
Sources/References |
4 |
Perfect Number of Pages to Order |
5-10 Pages |
Description/Paper Instructions
United Airlines Attendants Training Program Assignment
Introduction
United Airlines Attendants Training Program
Flight Attendants have to complete an eight-week traditional classroom training. Training includes classroom work, homework, and training flights on weekends. Progress in learning is evaluated by written and practical evaluation.
United Airlines focuses on training attendants to provide the best customer service.
In airlines, customer service means providing and delivering safe, professional, helpful, high-quality service and assistance to airline passengers. Customer service is delivered to passengers before, during, and after a flight.
The workforce of the 21st century is termed as the ‘Multi-Generational’ Workforce. Younger employees have started entering the ranks, infiltrating the traditional workplace with their baggage of digital technology, social media networks, and higher expectations/norms towards a flexible work environment. .
Online training has become a major industry, with many training and human resource managers relying on it to educate employees. According to a survey of 2,000 managers by Bersin and Associates, 60 percent reported using online training and another 57 percent used virtual classrooms and social Media to train employees
We can say that the contact with the passenger starts from the time he makes inquiries, bookings, his ticket, checked in, and while boarding aircraft. Once he is on board aircraft, he spends much more time on board than all the other services put together. Flight attendants must adopt more professional and dedicated attitudes from the moment the customer boards the flight until he disembarks. Customer services skill is mandatory for airline customer service agents, such as Ticket Reservation Staff, Check-in Agents, and Flight Attendants (AL-Hadabi, 2021). Employers prefer online training because people can learn at their own pace. Ever want to ask the teacher to repeat something, but you were too embarrassed to interrupt the class? Online training, which is private, allows you to read the material at your own speed, go back and review the material, as you need to.
Engaging employees beyond their given work sphere is gaining rapid importance in an ever changing world witnessing volatile business events almost every day. Rapid technological changes and shrinking distances have given birth to the most happening platform on the web; termed ‘Social media’, this encompasses a wide variety of networks (viz. Facebook, Twitter, Linkedin) and applications that compress information and allow instantaneous access to its users even across remote locations (Wallace, 2021).
Adult Learning Theories (Hesi)
- What are learning theories?
- What are they?
- What are the learning processes of each theory?
Learning theories are an organized set of principles explaining how individuals acquire, retain and recall knowledge. When appropriate study and knowledge of how the different theories work is acquired, the principles can be used as guidelines to help select training tools, techniques and strategies that promote learning (Kelley, 2012).
The three learning theories are: Behaviorism, Cognitivism, and Constructivism.
The learning process for Behaviorism is based on objectively observable changes in behavior (Kelley, 2012). Cognitive learning theorists believe that learning occurs through internal processing of information, whereas Constructivist theories believe that learning is a process where individuals construct new ideas or concepts based on prior knowledge and experiences (Kelley, 2012).
Examples and Applications Of The Learning Theories
Examples & Applications of Behaviorism:
- Repetitive practice until it becomes automatic
- Provide incentives to do more
- Provide participation points
- Verbal Reinforcements
- Establish rules
Examples & Applications of Cognitivism:
- Classifying information
- Organize lecture in meaningful ways
- Link concepts with new information and real world examples
- Discussions
- Problem solving
Examples & Applications for Constructivism:
- Discovery learning
- Brainstorming
- Research
- Problem based learning
- Collaborative/group learning
Appropriate Adult Learning Theories For Social Media Training Plan
- Which theories are appropriate for our proposed Social Media Training Plan?
- How can United Airlines implement theories into the training?
Constructivism learning theory should be an effective theory to implement in this social media training plan, since learning through this theory is a process where individuals build new ideas based on prior knowledge and experiences. The learning process is simply the mental model to accommodate new experiences (Kelley, 2012).
This learning theory work well with collaborative work. Implementing social media training plan through constructivism will simply execute new ideas and training tools to supplement customer service skills that is already known to the employees. Creative social media training plan with case studies, brainstorming, discovery and collaborative learning are all new and attractive ways of learning for the younger generations.
United Airlines can increase their employees’ customer service skills with the implementation of social media and e-learning tools and apply constructivists theories to add current skills.
Behaviorism is also an appropriate learning theory to apply, where employees can use social media tools to observe information regarding customer service and behave as instructed. Both theories can work, due to the fact that all employees may not be all creative thinkers. Some employees are comfortable learning through repetitive practices, therefore this theory is appropriate enough.
Effect of E-Learning on Student Motivation
- What is E-learning?
- What is the importance of E-learning?
- How does E-learning motivate United Airlines attendants to successfully complete the training program?
E-learning is instruction or training that is delivered using information and communication technologies and the internet to create training for explicit purpose of learning (Harandi, 2015). The advancement of technology and communication tools has a profound influence on younger employee’s education and training. It is a tool that can be used to motivate younger flight attendants to have the desire to take part in and learn from a training activity (Harandi, 2015).
E-learning is important because it complements formal training and gives the younger employees’ an option to conveniently complete their training program. E-learning will enhance the flight attendants training because:
- It promotes developing independent skills,
- Provides an opportunity for practicing computer skills
- Encourages developing skills in time management, organization, and self-pacing
- It allows flexible working
- It takes the focus from teaching to learning (Abdelaziz & et al., 2011).
How does E-learning motivate United Airlines attendants training program?
- The flexibility of eLearning allows learners to fit their learning activities with daily routines
- It allows learners to learn at their own pace without the risk of missing any valuable information
- Learners have the ability to decide topics to study or pay close attention to and skip what they already know.
- Makes it easier to review topics whenever there is a need and hence enhancing learning
- Learners have the ability to access, and explore concepts at their own pace, time, and from anywhere using any communication devices (Li, & Masters, 2009).
Relevant Training Program Competencies (Walter)
- Knowledge of appropriate customer service techniques to improve passenger satisfaction.
- Manages conflicts, confrontations, disagreements, or grievances, with and among passengers to minimize negative impact.
- Influence and motivate passengers to follow instructions at all times.
Understanding and knowing how to use appropriate customer service techniques will help increase the satisfaction of the passenger. These techniques can also help to avoid conflict on the flight and issues between passengers.
It is essential for flight attendants to be able to manage and resolve conflicts on an air craft in a constructive manner. The need for any conflict to arise to a hostile engagement can place the employees and passengers at risk.
Flight attendance need to understand appropriate way in which to interact with customer to gain trust and be able to influence and motivate them to follow instructions. There is a difference between a standard interaction which should leave the passenger feeling satisfied and a negative interaction due to passage’s behavior which lead to impact of the flight. While a negative experience because of the flight attendant can leave the passenger and those around them feeling uncomfortable with the organization a negative experience which results in a positive outcome for the other passengers, such as the removal of an ill-behaved passenger, can result in a positive outcome for the organization. Understanding how and when to speak in the correct manger and being able to apply the knowledge is essential to the passenger’s experience.
RUBRIC
QUALITY OF RESPONSE |
NO RESPONSE |
POOR / UNSATISFACTORY |
SATISFACTORY |
GOOD |
EXCELLENT |
Content (worth a maximum of 50% of the total points) |
Zero points: Student failed to submit the final paper. |
20 points out of 50: The essay illustrates poor understanding of the relevant material by failing to address or incorrectly addressing the relevant content; failing to identify or inaccurately explaining/defining key concepts/ideas; ignoring or incorrectly explaining key points/claims and the reasoning behind them; and/or incorrectly or inappropriately using terminology; and elements of the response are lacking. |
30 points out of 50: The essay illustrates a rudimentary understanding of the relevant material by mentioning but not full explaining the relevant content; identifying some of the key concepts/ideas though failing to fully or accurately explain many of them; using terminology, though sometimes inaccurately or inappropriately; and/or incorporating some key claims/points but failing to explain the reasoning behind them or doing so inaccurately. Elements of the required response may also be lacking. |
40 points out of 50: The essay illustrates solid understanding of the relevant material by correctly addressing most of the relevant content; identifying and explaining most of the key concepts/ideas; using correct terminology; explaining the reasoning behind most of the key points/claims; and/or where necessary or useful, substantiating some points with accurate examples. The answer is complete. |
50 points: The essay illustrates exemplary understanding of the relevant material by thoroughly and correctly addressing the relevant content; identifying and explaining all of the key concepts/ideas; using correct terminology explaining the reasoning behind key points/claims and substantiating, as necessary/useful, points with several accurate and illuminating examples. No aspects of the required answer are missing. |
Use of Sources (worth a maximum of 20% of the total points). |
Zero points: Student failed to include citations and/or references. Or the student failed to submit a final paper. |
5 out 20 points: Sources are seldom cited to support statements and/or format of citations are not recognizable as APA 6th Edition format. There are major errors in the formation of the references and citations. And/or there is a major reliance on highly questionable. The Student fails to provide an adequate synthesis of research collected for the paper. |
10 out 20 points: References to scholarly sources are occasionally given; many statements seem unsubstantiated. Frequent errors in APA 6th Edition format, leaving the reader confused about the source of the information. There are significant errors of the formation in the references and citations. And/or there is a significant use of highly questionable sources. |
15 out 20 points: Credible Scholarly sources are used effectively support claims and are, for the most part, clear and fairly represented. APA 6th Edition is used with only a few minor errors. There are minor errors in reference and/or citations. And/or there is some use of questionable sources. |
20 points: Credible scholarly sources are used to give compelling evidence to support claims and are clearly and fairly represented. APA 6th Edition format is used accurately and consistently. The student uses above the maximum required references in the development of the assignment. |
Grammar (worth maximum of 20% of total points) |
Zero points: Student failed to submit the final paper. |
5 points out of 20: The paper does not communicate ideas/points clearly due to inappropriate use of terminology and vague language; thoughts and sentences are disjointed or incomprehensible; organization lacking; and/or numerous grammatical, spelling/punctuation errors |
10 points out 20: The paper is often unclear and difficult to follow due to some inappropriate terminology and/or vague language; ideas may be fragmented, wandering and/or repetitive; poor organization; and/or some grammatical, spelling, punctuation errors |
15 points out of 20: The paper is mostly clear as a result of appropriate use of terminology and minimal vagueness; no tangents and no repetition; fairly good organization; almost perfect grammar, spelling, punctuation, and word usage. |
20 points: The paper is clear, concise, and a pleasure to read as a result of appropriate and precise use of terminology; total coherence of thoughts and presentation and logical organization; and the essay is error free. |
Structure of the Paper (worth 10% of total points) |
Zero points: Student failed to submit the final paper. |
3 points out of 10: Student needs to develop better formatting skills. The paper omits significant structural elements required for and APA 6th edition paper. Formatting of the paper has major flaws. The paper does not conform to APA 6th edition requirements whatsoever. |
5 points out of 10: Appearance of final paper demonstrates the student’s limited ability to format the paper. There are significant errors in formatting and/or the total omission of major components of an APA 6th edition paper. They can include the omission of the cover page, abstract, and page numbers. Additionally the page has major formatting issues with spacing or paragraph formation. Font size might not conform to size requirements. The student also significantly writes too large or too short of and paper |
7 points out of 10: Research paper presents an above-average use of formatting skills. The paper has slight errors within the paper. This can include small errors or omissions with the cover page, abstract, page number, and headers. There could be also slight formatting issues with the document spacing or the font Additionally the paper might slightly exceed or undershoot the specific number of required written pages for the assignment. |
10 points: Student provides a high-caliber, formatted paper. This includes an APA 6th edition cover page, abstract, page number, headers and is double spaced in 12’ Times Roman Font. Additionally, the paper conforms to the specific number of required written pages and neither goes over or under the specified length of the paper. |
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