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Cours disponibles

Understanding Emotional Intelligence and the Intelligence in Emotion

Learning Outcomes

On successful completion of this unit, you will be able to:
  • Identify what emotional intelligence is and what it is not.
  • Explain what emotional intelligence is and why it is important.
  • Explain the difference between EQ and EI.
  • Describe how emotional intelligence differences from other intelligences.
  • Recognise how and why emotions are important.
  • List some emotional intelligence competencies that can be developed. 

Working with Computers

  1. Introduction to computer hardware and software: This may include an overview of the different components of a computer, such as the processor, memory, and storage, as well as the different types of software, such as operating systems, productivity software, and utility programs.

  2. Basic computer skills: This may include topics such as how to use the mouse and keyboard, how to navigate the file system, and how to create and save documents.

  3. Internet and email: This may include an introduction to the Internet and how to use a web browser, as well as how to create and use email accounts.

  4. Productivity software: This may include instruction on how to use popular productivity software such as Microsoft Office (Word, Excel, PowerPoint) or Google Suite (Docs, Sheets, Slides).

  5. Basic computer troubleshooting: This may include instruction on how to troubleshoot common computer problems and how to maintain a computer for optimal performance.

  6. Digital safety and security: This may include instruction on how to protect your computer from viruses and malware, as well as how to keep your personal information safe online.

Overall, the course will be designed to give the students basic computer skills that will help them in their personal and professional life. It will cover the foundational knowledge and skills required to use a computer effectively.

Customer service problem solving

The Customer Service Problem Solving and Troubleshooting course is designed to equip participants with the knowledge and skills necessary to effectively handle customer inquiries and resolve issues. It covers various techniques for problem analysis and decision making, as well as effective communication strategies for maintaining positive customer relationships. The course also focuses on the use of technology and systems to streamline the problem resolution process and ensure prompt and satisfactory solutions for customers. Upon completion, participants should have a better understanding of how to provide excellent customer service and be equipped with the necessary tools to effectively solve customer problems.

Communication Foundations

Course Summary: Communication Foundation

The Communication Foundation course provides students with a solid understanding of the principles and practices of effective communication. The course covers a range of topics, including verbal and nonverbal communication, active listening, interpersonal communication, and communication in groups and teams.

Throughout the course, students develop their communication skills through a variety of activities, such as role-playing, group discussions, and presentations. They also learn to analyze and evaluate different forms of communication, including written and visual communication.

The course begins by exploring the basics of communication, including the different types of communication, the communication process, and barriers to effective communication. Students learn how to identify and overcome communication barriers, such as language differences, cultural differences, and physical barriers.

Next, the course delves into the importance of active listening in effective communication. Students learn how to listen actively, including how to ask open-ended questions, summarize what they have heard, and provide feedback.

The course also covers interpersonal communication, including how to build and maintain relationships through effective communication. Students learn how to communicate assertively, express their needs and opinions clearly, and handle conflict in a constructive manner.

Finally, the course explores communication in groups and teams, including how to participate effectively in group discussions, how to lead a team, and how to communicate effectively in virtual environments.

Overall, the Communication Foundation course provides students with a strong foundation in effective communication skills that will be invaluable in both their personal and professional lives.

Customer Service English Language Course

A Customer Service English Language Course typically aims to provide training for individuals who want to improve their English language skills for the purpose of working in a customer service role. The course covers various aspects of English language communication, including speaking, listening, reading, and writing, with a focus on the language and terminology commonly used in customer service interactions. It also teaches the skills and techniques necessary to handle customer inquiries and complaints, provide effective solutions, and maintain positive customer relationships. The course can be delivered in various formats, such as online classes, in-person workshops, or self-paced study materials.

Fundemental Grammar

Fundamental grammar is a course that covers the basic principles of grammar and sentence structure. Students will learn about parts of speech, including nouns, verbs, adjectives, and adverbs, as well as sentence structure, including subject-verb agreement, verb tense, and sentence clauses. The course will also cover grammar rules and conventions, such as punctuation and capitalization. Throughout the course, students will have the opportunity to practice their grammar skills through exercises and written assignments. The main goal of the course is to help students become more confident and proficient in their written communication.

Interpersonal Communication

Interpersonal Communication courses typically focus on the study of communication between individuals in a variety of settings, including personal relationships, group interactions, and organizational contexts. The course may cover topics such as verbal and nonverbal communication, active listening, conflict resolution, and cultural differences in communication. Students may also practice and improve their own communication skills through group activities and individual presentations. The goal of the course is to help students understand and effectively navigate the complexities of human communication in order to improve their personal and professional relationships.

Advanced Grammar

An Advanced Grammar course is designed to help students improve their understanding and mastery of the English language by focusing on advanced grammar concepts and structures. The course will cover topics such as complex sentence structures, verb tenses, modals, conditionals, passive voice, and phrasal verbs.

Participants will also learn how to identify and correct common grammatical errors, as well as how to use grammar in written and spoken communication effectively. The course will include a combination of lectures, discussions, exercises, and writing assignments to help students apply what they've learned.

The course is intended for students who have a high level of fluency in English and want to improve their language skills for academic or professional purposes. The course can also be beneficial for non-native speakers who want to improve their proficiency in written and spoken English.

Dangerous Goods COURSE

A Dangerous Goods course is designed to provide individuals with the knowledge and skills necessary to safely handle, transport, and dispose of hazardous materials. The course covers the regulations and guidelines set forth by organizations such as the International Air Transport Association (IATA), the International Maritime Organization (IMO), and the United Nations (UN).

Participants will learn about the classification, labeling, and packaging of dangerous goods, as well as the proper documentation required for transportation. They will also learn about emergency response procedures, including how to handle accidents and spills.

First Aid Training for Cabin crew

A first aid training course is there to teach people how to perform these first aid skills. The course consists of a wide range of theoretical knowledge, as well as several practical skills, which cover a number of illnesses, medical and trauma emergencies, situations, conditions, and accidents.

First aid training course for cabin crew typically covers the following topics:

  1. Basic first aid techniques
  2. Cardiopulmonary resuscitation (CPR)
  3. Automated External Defibrillator (AED) use
  4. Bleeding control
  5. Shock management
  6. Management of burns and scalds
  7. Recognition and treatment of common medical conditions (e.g. heart attack, stroke, seizures)
  8. In-flight emergencies and incident management

The objective of the course is to equip cabin crew with the necessary skills and knowledge to provide immediate and appropriate first aid response in a flight emergency.

Problem Soving Techniques

Problem solving techniques is a course that focuses on teaching individuals a systematic and structured approach to tackle various problems in life, work or academic settings. The course covers a wide range of problem solving methodologies and techniques, including critical thinking, decision making, root cause analysis, creative problem solving, and others.

The course starts with an introduction to the problem solving process, including defining the problem, gathering information, analyzing data, and generating solutions. Participants learn to use tools such as mind maps, SWOT analysis, Pareto charts, and fishbone diagrams to help them better understand and visualize complex problems.

One of the key elements of the course is critical thinking, which teaches participants to examine problems objectively, identify biases, and make well-informed decisions. The course also covers decision making techniques, such as multi-criteria decision analysis and cost-benefit analysis, to help individuals weigh the pros and cons of different options and choose the best solution.

Root cause analysis is another important part of the course, which involves breaking down a problem into smaller, more manageable parts and finding the underlying causes of the issue. Participants learn how to use tools like the 5 Whys and the Ishikawa diagram to get to the root of a problem and find permanent solutions.

Creative problem solving is another key component of the course, which teaches individuals how to think outside the box and come up with innovative solutions to complex problems. Participants learn how to use brainstorming, lateral thinking, and other creative problem solving techniques to generate new ideas and find unique solutions.

Overall, the problem solving techniques course provides individuals with a comprehensive toolkit of strategies and techniques that can be applied in a variety of situations to effectively and efficiently solve problems.

Critical Thinking

Critical thinking is a course that teaches the skills and strategies needed to analyze information and make rational decisions. It typically covers topics such as argument analysis, decision-making, problem-solving, and effective communication. The course aims to help students develop the ability to think logically, assess evidence, and make informed conclusions.

Throughout the course, students learn how to distinguish between facts and opinions, evaluate the reliability of sources, and assess the strength of arguments. They also learn how to identify common fallacies and biases and to use critical thinking to evaluate and make decisions in both personal and professional settings.

The course often employs a variety of teaching methods, including lectures, discussions, group activities, and independent projects. Emphasis is placed on active participation and the application of critical thinking skills to real-world scenarios.

The goal of a critical thinking course is to help students become better thinkers, communicators, and problem-solvers. Graduates of the course are equipped with the skills needed to make informed decisions, assess information objectively, and communicate effectively in a rapidly changing world.

Developing Your Emotional Intelligence

What are the benefits of emotional intelligence?

Removable Safety equipment and preflight check

This course provides a comprehensive overview of the safety equipment and preflight checks that are necessary for safe and successful aviation operations. The course begins with an introduction to the importance of safety equipment and preflight checks, highlighting the potential risks and consequences of failing to properly prepare for flight.

The course then delves into the specific types of safety equipment that are required for aviation operations, including personal protective equipment, emergency equipment, and survival equipment. The course covers the proper selection, use, and maintenance of each type of equipment, as well as the regulations and standards that apply to them.

The preflight check section of the course covers the key steps involved in preparing an aircraft for flight, including exterior and interior inspections, fuel system checks, and control surface checks. The course emphasizes the importance of a thorough and systematic approach to preflight checks, and provides detailed guidance on best practices for conducting these checks.

Throughout the course, learners will engage in a variety of interactive activities and scenarios that will reinforce their understanding of key concepts and allow them to practice their skills. By the end of the course, learners will have a solid foundation in the principles and practices of safety equipment and preflight checks, and will be better equipped to ensure the safety and success of their aviation operations.

Survival Training Course for Cabin Crew

The Survival Training Course for cabin crew is designed to prepare flight attendants for various survival scenarios that may occur in the event of a ditching or crash landing. The training typically covers:

  1. Survival techniques: Understanding the principles of survival in extreme environments, including techniques for staying warm, conserving energy, and finding food and water.

  2. Life raft procedures: Familiarization with the use of life rafts, including inflation, boarding, and equipment.

  3. Water survival: Techniques for staying afloat and swimming, as well as procedures for getting into and out of life rafts.

  4. First aid: Basic first aid procedures, including managing injuries and administering CPR.

  5. Emergency signaling: Methods for attracting attention and signaling for help, including the use of flares and emergency locator beacons.

The goal of the training is to provide cabin crew with the skills and knowledge necessary to survive in the event of a ditching or crash landing, and to ensure the safety of passengers and crew.

Introduction To Emergency Procedures

The Introduction to Emergency Procedures course for cabin crew provides a basic overview of emergency procedures that may be encountered on board an aircraft. The training typically covers:

  1. Types of emergencies: Understanding the different types of emergencies that may occur on board an aircraft, including medical emergencies, fires, turbulence, and more.

  2. Emergency equipment: Familiarization with emergency equipment on board the aircraft, including emergency exits, life jackets, fire extinguishers, and oxygen masks.

  3. Emergency procedures: Overview of standard procedures for responding to emergencies, such as evacuating the aircraft, using emergency equipment, and providing first aid.

  4. Safety drills: Hands-on practice of emergency procedures, including the use of emergency exits, evacuation slides, and life jackets.

  5. Communication: Importance of clear and effective communication during emergencies, including with passengers and other crew members.

The goal of the training is to provide cabin crew with a foundational understanding of emergency procedures, to ensure they are prepared to respond effectively in the event of an emergency.

Security Hijack & bomb threat

The Security Hijack & Bomb Threat course for cabin crew is designed to prepare flight attendants for potential security incidents that may occur on board an aircraft. The training typically covers:

  1. Hijacking procedures: Understanding hijacking scenarios, identification of potential hijackers, and communication with the flight deck and ground personnel.

  2. Bomb threat procedures: Awareness of the signs of a potential bomb threat, communication with passengers and the flight deck, and conducting a search for suspicious items.

  3. De-escalation techniques: Approaches for managing passenger behavior and negotiating with hijackers in a calm and controlled manner.

  4. Emergency response: Collaborating with other crew members, the flight deck, and ground personnel to respond to security incidents in a coordinated manner.

  5. Laws and regulations: Knowledge of national and international laws and regulations regarding hijackings and bomb threats, and understanding of the consequences of non-compliance.

The goal of the training is to equip cabin crew with the skills and knowledge necessary to respond effectively and efficiently in the event of a security incident, ensuring the safety of passengers and crew.

Emergencies & Evacuation training

Emergency & Evacuation training for cabin crew is a comprehensive program designed to prepare flight attendants for a wide range of emergency scenarios that may occur on board an aircraft. The training typically covers topics such as:

  1. Emergency procedures: Familiarization with emergency equipment, emergency exits, and emergency signals.

  2. Safety drills: Hands-on practice of emergency procedures, including evacuation slides, life jacket use, and fire extinguisher handling.

  3. Emergency medical procedures: Overview of first aid procedures, handling of medical equipment, and administering oxygen.

  4. Customer service in emergency situations: Handling passenger behavior and managing stress during emergencies.

  5. Emergency response: Collaborating with other crew members and the flight deck to manage emergency situations.

The goal of the training is to ensure that cabin crew are prepared to respond effectively and efficiently in an emergency, to ensure the safety of passengers and crew.

Fire Fighting

A fire fighting training course for cabin crew typically covers the following key topics:

  1. Fire triangle: Understanding the three elements (heat, fuel, and oxygen) that are required for fire to occur and how to remove one or more of these elements to extinguish a fire.

  2. Fire classes: Recognizing different types of fires (e.g. Class A, Class B, Class C) and using the appropriate fire extinguisher to control the fire.

  3. Fire suppression systems: Knowledge of the fire suppression systems on an aircraft, including fire extinguishers, smoke detectors, and fire suppression systems in the cargo holds and galley areas.

  4. Emergency procedures: Learning the emergency procedures for dealing with a fire on an aircraft, including activating the fire suppression systems, evacuating passengers and crew, and communicating with air traffic control and the flight deck.

  5. Hands-on training: Practical training in using fire extinguishers and other fire fighting equipment, as well as role-playing emergency scenarios to reinforce emergency procedures.

Overall, the goal of a fire fighting training course for cabin crew is to prepare them to respond quickly and effectively in the event of a fire on board an aircraft, ensuring the safety of passengers and crew.

Standard Operating Procedures for Cabin crew

The standard operating procedure (SOP) course for cabin crew is a comprehensive training program that covers the procedures and protocols that flight attendants are expected to follow during each phase of a flight. The SOP course covers a range of topics, including:

  1. Aircraft safety and emergency procedures: This includes emergency exits, life rafts, oxygen masks, and emergency slides.

  2. Customer service: This covers how to provide excellent customer service, including how to handle difficult passengers and how to deal with medical emergencies.

  3. Security: This covers security procedures, such as how to identify and handle threats and how to search and secure the aircraft.

  4. In-flight services: This covers the procedures for serving food and drinks, making announcements, and dealing with passenger requests.

  5. Emergency procedures: This covers how to deal with various emergency situations, such as fire, smoke, turbulence, and hijacking.

  6. Post-flight duties: This covers the procedures for cleaning the aircraft and preparing it for the next flight.

The SOP course is designed to ensure that all cabin crew members have the knowledge and skills they need to provide a safe and comfortable flight experience for passengers.

Mastering Common Interview Questions

The "Mastering Common Interview Questions" course is designed to prepare individuals for job interviews by teaching them how to effectively answer common questions that are frequently asked by interviewers. The training typically covers:

  1. Understanding the interview process: Overview of the interview process, including types of interviews, interview formats, and common interview mistakes.

  2. Identifying common interview questions: Familiarization with common interview questions, such as "Tell me about yourself", "Why do you want to work for this company?", and "What are your strengths and weaknesses?"

  3. Crafting effective answers: Techniques for answering interview questions in a clear, concise, and confident manner, including the STAR method for answering behavioral questions.

  4. Improving nonverbal communication: Tips for improving nonverbal communication, such as maintaining eye contact, speaking clearly, and demonstrating enthusiasm.

  5. Interview preparation and follow-up: Preparation strategies, including researching the company and the role, and guidelines for following up after the interview.

The goal of the training is to help individuals increase their chances of success in job interviews by providing them with the skills and knowledge necessary to effectively answer common interview questions.

Critical Thinking and Sound Judgement

Having completed this module, you will be able to:
  • Discuss the basics of critical thinking, including its types and salient features.
  • Analyse different situations involving conflict of interests.
  • Identify different barriers to critical thinking.
  • Recognise the importance of critical thinking in personal and professional life.
  • List the attitudes and key characteristics of a critical thinker.
  • Outline the basic steps to critical thinking.
  • Describe different strategies and methods to enhance critical thinking.
  • Recall how to solve problems using critical thinking.
  • Explain how to use critical thinking for better decision-making.

Being an Effective Team Member

Being an effective team member involves several key skills and behaviors, including active listening, clear communication, collaboration, adaptability, and a positive attitude. To be an effective team member, it is important to understand and embrace the team's goals, values, and culture, while also contributing your unique strengths and perspectives. Building trust and relationships with your team members is critical, as is being willing to give and receive constructive feedback. By prioritizing these skills and behaviors, you can help create a productive and positive team dynamic that benefits everyone involved.

Communication within Teams

The "Communication within Teams" course focuses on improving communication skills within teams, to enhance team performance, collaboration, and overall success. Topics covered in this course could include:

  • Active listening
  • Non-verbal communication
  • Verbal communication
  • Emotional intelligence
  • Conflict resolution
  • Giving and receiving feedback
  • Building trust and rapport
  • Managing diversity and inclusivity

The course may utilize a variety of methods such as lectures, group discussions, role-plays, and case studies to help participants develop effective communication skills and strategies. The ultimate goal is to equip individuals with the tools and techniques necessary to effectively communicate and work with their team members, resulting in a more productive, efficient, and harmonious team environment.

Airport ground Handling and security introduction

An airport operation introduction course provides students with a foundational understanding of the various functions and processes that take place within an airport. The course covers a range of topics, including airport design and layout, airport security, air traffic control, ground handling, and passenger services.

Students learn about the different types of airports, their structures and layouts, and how they are operated and managed. They also gain an understanding of the regulations and guidelines that govern airport operations, including safety and security protocols.

The course also covers the role of air traffic control in airport operations, including how controllers manage and direct air traffic both in the air and on the ground. Students learn about the different types of aircraft and how they are operated, as well as the various communication systems used by pilots and air traffic controllers.

Ground handling is another important aspect of airport operations covered in the course. Students learn about the different types of equipment used in ground handling, including baggage handling systems, ground power units, and aircraft refueling vehicles. They also gain an understanding of the different jobs involved in ground handling, such as ramp agents, baggage handlers, and fuelers.

Finally, the course covers passenger services, including the different types of facilities and services available to passengers in airports, such as check-in counters, security screening, lounges, and retail outlets.

Overall, an airport operation introduction course provides students with a broad understanding of the complex operations that take place within an airport, preparing them for future careers in airport management, air traffic control, ground handling, and passenger services.