Atypical Events

Airport Employees get Politeness Training for the Holidays

Posted by jessie under Travel

Everyone knows that air travel can be a very stressful experience, especially if you’re travelling during the busy holiday season. The combination of already tired and stressed out passengers, delayed or cancelled flights, lost luggage, crowded planes and a whole host of other problems can easily lead to aggressive outbursts from passengers and airport employees alike.

This Thanksgiving there are expected to be 24 million people traveling by air. In an effort to make the situation a little less stressful, Newark Liberty International Airport is implementing a training program to help their employees to be more polite and offer a higher level of customer service.

The training program, known as Resiliency Edge, has already been implemented at JFK International Airport. It gives employees the skills that they need to face everyday challenges on the job. The training program is designed to help airport employees cope with being under pressure in stressful conditions and how to deal with customers who might display anger or outbursts.

The name “Resiliency Edge” refers to employees’ abilities to bounce back from dealing with a stressful situation. The program gives them an edge when dealing with these situations, and training that will help them keep their cool in tough situations.

The program uses role-playing sequences to simulate potential situations in which employees would have to deal with stressed-out customers.

 

 

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