SESSION 1: INTRODUCTION UFM AIRLINE

1) Culture of UFM Airline

- Our brand UFM Airline is built upon a commitment to excellence, reliability, and customer
satisfaction. We prioritize safety, efficiency, and personalized service to ensure that every
passenger's journey with us is smooth and enjoyable. Therefore, the airline is very selective in
the recruitment process. In addition, employees working at the company receive in-depth
training to create a professional and effective working environment.
- Our company culture fosters teamwork, innovation, and a customer-centric approach. We
believe in open communication, transparency, and continuous improvement to meet the
evolving needs of our passengers and stay ahead in the competitive airline industry.
2) Vision – Mission and core values
- UFM Airline defines our vision, mission, and core values based on the motto Solidarity -
Creativity - Bravery - Action to create wings for 5 stars service quality flights to create journeys
cohesion, aiming at the perfection of the company.
3) Our targets
- Top 10 most popular airlines in Asia.
- Be the top preferred enterprise in the Vietnamese labor market.
SESSION 2: ANALYSIS THE TRAINING NEED
1) The need of our customers
- Target customers: Analyze information about our potential customers including age, gender,
income, occupation, and other information.
- Customer surveys: Conduct surveys or interviews with UFM Airline customers to know about
their preferences, expectations, and feedback regarding Airline's services. Questions may relate
to factors such as price, facilities, service quality, reliability, and safety.
- Information about competitors: Research about information of competitors such as reviewing
customer survey reports, observing their strategies or evaluating the service quality of
competitors.
- Customer data analysis: Use data to find out demands of customers, such as online-offline
booking airline tickets, purchase and social network activities history. There can help our
company identify new customer trends and preferences.
2) Tasks analysis
a) Job description
- Receive booking requests from customers via phone, email, website (online) or directly at the
reservation counter (offline).
- Consult customers flight options, prices, schedules and accompanying services.
- Adjust customer’s schedules and booking information according to their requirements.
- Confirm the reservation (check-in and check-out) for the customer and provide information
about tickets, schedules, baggage regulations and other requirements.
- Communicate and support customers.
- Handle situations such as ticket changes and cancellations.
- Maintain positive customer relationships through effective communication.
b) Job specification
- Have good communication skills.
- Be able to work independently and in teamwork.
- Have knowledge of setup systems, action regulations, registration procedures and airline-
related regulations.
- Be flexible to handle difficult situations and resolve customer issues quickly and effectively.
- Ability to use office software, including Microsoft Office and airline systems.
- Ability to work with other departments to meet customer needs.
- Ability to work in a high-pressure environment.
- Know different languages (English, Chinese, Korean, Japanese are preferred)
- Personal Qualities: Professionalism, reliability, accuracy, time management skills, and a positive
attitude.
c) Strategic training needs analysis
We found that KSA (Knowledge- Skills- Abilities) is important to evaluate whether an individual
is suitable for a job position or not.
- Gap analysis: Compare the required KSA of new employees with the existing workforce in
company, such as performance evaluations, surveys, and individual assessments to fill the gap.
- Customer service: Consider their ability to handle customer inquiries, complaints, and request.
Identify areas for improvement in communication and conflict resolution.
- Technical skills: Identify knowledge gaps by assessing the proficiency of the company's booking
systems and software. From there, more training to ensure effective and accurate use of
technology.
- Future skills: Forecast future skills needed in the industry and for the role of reservation clerks.
- Leaders surveys: Review employees under leaders’ team about perception and satisfaction of
their training needs and challenges.
d) Nowadays trends
- Technological Advancements:
Integration of advanced reservation systems and digital platforms for seamless booking
experiences.
Utilization of artificial intelligence and chatbots for customer service and support
- Customer Preferences:
Shift towards online booking channels and self-service options.
Increasing demand for personalized travel experiences and flexibility in booking and ticketing
options.
- Safety and Health Considerations:
Implement enhanced cleaning and safety procedures in response to the recent COVID-19
pandemic.
Adoption of contactless technologies and procedures to minimize physical interactions and
promote passenger confidence.

SESSION 3: DESIGN THE TRAINING PROGRAM

1) Learning objectives:
- To make the new reservation clerks acquainted with the key objectives of UFM Airlines.
- To ensure that the new reservation clerks are fully eqquiped with reservation knowledge and
UFM Airlines operations
- To supply all the needed skill: communication, customer service, multitasking, reservation,…
- To ensure that the new reservation clerks have appropriate work behaviors
- To achive after 4 days of training and the percentage of new employees that meet the
standards is at least 70%
2) Ways to create a motivational learning environment:
- Our HR team will design a training program that catch up with generation Z’s learning style:
use the “trendy” words, phrases, active and interactive learning through mini games, combine
with technical devices,…
- Setting clear learning objectives and detail training schedule -> Provide direction for new
employees
- Instuctors communicate regularly with new employees: giving tips, advice, encouragement,
answering questions,…
 3) Delivery methods: => Lectures + Behavioral modeling
a) Lecturing is a quick and simple way to present knowledge to large groups of trainees.
Reservation clerk position at UFM airlines requires basic knowledge about how the
airlines operates, how to make a reservation, consumer psychology,…
-> Our HR team finds that Lectures is an appropriate methods for teaching.
b) Reservation not only requires knowledge but also practice. To be a good reservation
clerk, you need to proficient in printing boarding passes, arranging seat reservations,
and preparing luggage for travelers,… Behavior modeling involves showing trainees the
right way of doing something, letting trainees practice that way, and then giving
feedback on the trainees’ performance.
-> Through behavior modeling method, new employees can learn about a specific prolem
situation. Moreover, they can practice the effective behaviors demonstrated by the models
by role-playing. Notably, the trainer provides reinforcement in the form of
praise and constructive feedback.
-> Our HR team finds that Behavior modeling is an appropriate method for practicing
4) Evaluate: We using four levels of training evaluation by D.L. Kirkpatrick (1950s)
- Level 1: We evaluate the trainees’ reaction after the program. We can ask the trainee how
they feel, do they like it,… or make a survey.
- Level 2: We create a test for them include the theory test and practice test to determine
whether the trainees learned, what they were supposed to learn. Are they really acquiring new
knowledge.
- Level 3: We ask the trainees did their behavior really change after the training programs. Can
they deal with some unexpected situations or use well all the skills which were trained for them
into reality working.
- Level 4: After 1 month we summarize the results. Do we see the desired result. This based on
the aim of the training program. We ask them “Are you meeting the working standard?” and
summarize the data if the percentage of new employees that meet the standards is at least 70%
-> Using all 4 levels can be take time, but it ensures we know whether the training program we
set is effective and what changes we need to make in the training program to achieve the
desired results.
SESSION 4: TIME AND AGENDA
This training program will take 4 days
-Day 1:
Morning: 8AM - 11AM
- Present for trainee about the history of UFM Airlines, business orientation and company’s core
value.
- Overview of job duties.
- Announce the training schedule, training program, firm’s regulations, evaluate criteria.
Provide documents to support the training process.
Afternoon: 1:00PM – 5:00PM
- Introduce and teach the general theory of this work.
-Day 2:
Morning: 8AM - 11AM
- Training necessary skills (communicate, dealing with customers’ problems,…).
Afternoon:
1:00PM – 2:30PM
- Training about company’s working style, suitable behavior when working with their colleagues
and clients.
2:30 PM – 5:00 PM
- Training about how to work with other department to arrange the suitable seat for clients’
demands.
-Day 3:
Morning:
8AM – 9:30AM
- Training about how to use gadgets, tools to serve in their work (receives booking information,
check schedule and available seat).
9:30 AM – 11:00 AM
- Training about other working skills (consult customers on seats and help them to choose the
suitable flight schedules).
Afternoon: 1:00PM – 5:00PM
- Modeling the real-work scenarios by trainers, let the trainees’ roles to play in a simulated
situation, trainers provide reinforcement and give feedback, encourage them to use their new
skills.
-Day 4:
Morning:
8:00AM – 9:30AM
- Training about how to handle some unexpected situations.
9:30AM – 11:00AM
- Modeling the real unexpected situations by trainers, let trainees roles to play in a simulated
situation, trainers provide reinforcement and give feedback, encourage them to use their new
skills.
 Afternoon:
1:00PM – 3:30PM
- Testing theory and practice to check their knowledge.
3:30PM – 5:00PM
- Performance evaluation and give feedback to the trainee.
- Answer to trainees’ questions.
- Receive opinions from trainees and let them express their feelings after the end of the training
programs.
- Ask the trainees did their behavior really changed after the training programs.
- Training summary.
After 1 month.
-After leaving them to work. Ask them “Are you meeting the working standard?” to summarize
and evaluate the effectiveness of training programs.
SESSION 5: ONGOING SUPPORT

- Provide new members address of HR and mentors (To contact if have any concerns and need
ongoing support)
- New members group (Promote participation in employee groups related to diversity, mental
health, job, and other relevant topics)
- Social Events (Virtual such as Zoom, GG Meet or in-person social to foster team bonding and
create a sense of community)
 Complete this form by filling in the table below with each participant’s name and the
percentage of contribution/participation made to the assignment.
No. Participants Contribution percentages (self-rated)
80%- 60%-79% 30%-59% 0%-29%
100% Participated in Listened to others Seemed bored
Provided discussion and but offered few with the
many provided some suggestions discussion and
ideas ideas offered no
suggestions
1 Tạ Ngọc Khánh 100%
Bảo
2 Lê Phạm Khánh 100%
Vân
3 Đoàn Thanh Vân 100%

4 Trần Minh Huyền 100%

5 Nguyễn Thị Bích 100%

Trâm
6 Nguyễn Thị Phương 100%
Nhung
7 Phạm Hoàng 100%
Phương Vy