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Catalog

Berlin Brandenburg Airport 12521Berlin

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Management Training / Seminars

Cabin Crew Training

Ground Handling Training

Maintenance Training / EASA Part 66 Cat A

Foreign Language Training

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Introduction Dear Ladies and Gentlemen, dear aviation customers, Europe’s aviation industry is witnessing an unprecedented boom. Until 2026 aircraft manufacturers like Boeing and Airbus will deliver more than 28,600 aircraft. Throughout the world about 31 million flight hours are currently spent in aircraft cockpits. The German Air Traffic Control (Deutsche Flugsicherung, DSF) controls about 6000 take-offs and landings per day, in addition to 3000 over-flights over German territory. Crises like the September 11th crises or the SARS crisis in Asia affected air traffic over the Atlantic Ocean and to Asia to such an extent that it came almost to a standstill. Fortunately, all these events could be overcome and were not of permanent nature. Today, more than 40 LCC Low Cost Carrier operate flights that carry more than 40 to 50 million passengers in Europe per year with growing numbers. Fares affordable as taxi rides from major German airports to respective city centers are available. Airlines work out Code-Share agreements to connect their routes in order to offer passengers a greater variety of routes and destinations. TRAINICO approaches the challenges of these tremendous changes with a straight forward strategy: TRAINICO, who is a 100 per cent subsidiary company of Lufthansa Technical Training GmbH, provides extensive professional training to qualify your aviation staff to the highest possible standards in order to meet the challenges of this development. Be it ground handling staff, cabin crew members, staff for the ticket counter or aircraft mechanics for maintenance work – those who choose TRAINICO get a perfect take-off. Each of our successful graduates has made it into the aviation industry where he or she became part of a success story – be it after professional training, re-training or further education provided by TRAINICO. We proudly look back to more than a decade of professional training experience for the aviation sector which reflects our professionalism and our distinguished training standards. We believe that authentic training is a key feature for a successful candidate in the aviation industry. Therefore, our training facilities are equipped with original aircraft components such as Airbus and Boeing fuselage segments on which we train our graduates with original tools. We are EASA Part-147 approved and are authorized by the Cottbus Chamber of Commerce and Trade to provide nationally accredited professional training and to administer nationally accredited exams. Our training program is specially designed to qualify our graduates for a career in the aviation industry. Please feel free to contact us for further information and customized training programs. We will be happy to send you our offer and assist you in any way we can. Peter Metz Business Development Manager TRAINICO Training und Ausbildung Cooperation in Berlin Brandenburg GmbH Schützenstraße 10 12526 Berlin

030 / 8875 - 5080 030 / 8875 - 5081 [email protected]

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Table of content Seminar title page TRAINICO 6 Management training / seminars

Part 1 Discovering a new world of hospitality 7 Part 2 Managing a new world of hospitality 8 Part 3 Leadership in a new world of hospitality 9

Successful management 10 Conflict management for executives 11 Constructive team conflict management 12 Self management 13 Team building and developing successful teams 14 Successful team leadership 15 Motivation through leadership 16 Creativity – how to develop creative ideas and put them into practice 17 Rhetoric – Free speech and winning appearance 18 Effective leading of meetings 19 Fundamentals of negotiating 20 Fundamentals of sales and selling techniques 21 Fundamentals of telephone selling techniques 22 Service-oriented telephoning 23 Professional communication skills 24 Customer-oriented communication 25 Leadership in Professional Conversation 26 Costumer complaint management and customer complaint handling training 27 Time management and self management 28 Memory training 29 Oral presentation skills and techniques 30 Effective moderating of meetings 31 The executive secretary’s office – administrative switchboard and a true representative of your company 32 Modern business correspondence – its contribution to improving a company’s image 33 Train-the-Trainer 34 Non-mandatory chronologic seminar - Vocational training of interdisciplinary areas of expertise 36 Cabin Crew

Cabin Staff Screening – Initial & Conversion 37 Cabin Crew Training (incl. SEP) 38 Purser Training 39 Ground Handling Reservation and Ticketing 40 Passenger check-in 41 Operations and ramp handling 42 Weight & Balance 43 Ramp agent 44 Air freight 45 Dangerous goods regulations DGR Cat. 7/8/10 46 Transportation Geography 46

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Seminar title page Transportation clerk - air traffic 47 Transportation services clerk 48 Aircraft mechanic - maintenance 49 Aircraft mechanic – Engines 50 Aircraft electronics technician 51 Aircraft Specialist (Structure, Metal, Turbine, Composite, Electric) 52 Part-66 Trainings

Credit 10 Cat A 53 Credit 15 Cat A 53 Credit 19 Cat A 53 Credit 20 Cat A 54 Credit 40 Cat A 54 Credit 87 Cat A 55 Credit 103 Cat A 55 Credit 146 Cat A 56

Structure Repair 56 Human Factors 57 Aviation Legislation 58 English for infrastructural and service areas

Announcement training 59 Handling of Aviation Regulations and Legislation 59 Communication in security cleared areas and during security checks 60 Air traffic related services 60

Technical English for aviation personnel Level I - Basic training – all ocupations 61 Level II –aircraft mechanic 62 Level II - Aircraft electronics technician 63 Level II – aircraft mechanic - manufacturing 64

Business English Module I - Fundamentals 65 Module II - Telephoning 66 Module III -Advanced 67

Our Partners / References 68 Inquiry 69 Contact 70

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TRAINICO

• established in 1993 • Capacity: 26 seminar rooms, quality accredited and certified by the Federal Office for Civil

Aviation of Germany (Luftfahrtbundesamt, Part 147), by TÜV-Rheinland, the Chamber of commerce and Trade and the Federal Employment Office.

• 100 percent subsidiary company of Lufthansa Technical Training GmbH

Products and Services

• Qualified Training through further qualification and re-training for aviation personnel – flight attendants, transport services clerks, aircraft mechanics, engineers and aircraft specialists.

• Customized commercial trainings such as Check-In, Operations and Ramp Handling, Ticketing, Cargo and many others.

• Licensed Part-66 Cat A 1- 4 Training • Great variety of Executive training programs and service seminars.

What you can expect from TRAINICO:

• Management counseling • Distinguished professional training and education for the aviation industry • Re-training and further qualification in commercial and technical occupations • Aviation specific seminars • Management training • Language training

Licenses and Standards

• TUV.COM ID 9105033605 = product ID code • License according to DIN EN ISO 9001:2000 • EASA Part 147 (MTOE) License • EASA Part 66 Category A License • According to IATA - DGR Personnel Category 7, 8, 10 authorized trainers • Professional training according to standards of the Chamber of Commerce and Trade

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Management and Executive training Part 1 Discovering a new world of hospitality Duration: Recommended amount of training days 5 Total of training hours 40 Course outline This course enables business executives to lead an organization effectively by means of the latest management techniques and to maintain a high level of motivation among your staff. The course is based on the experience of the executives. Target group upper, intermediate and lower management

umber of articipants Upper management max 8 Intermediate management max 8 Lower management max 12 Prerequisites Minimal experience of 6 months as executive Objectives Participants will be able to

• realize the difference between new and old management techniques • know the essence of changed management strategies • utilize active listening skills • realize the needs of employees • further develop employee skills • know human limitations • build a team

Methods: Lectures, group discussions, role play

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Management and Executive training Part 2 Managing a new world of hospitality

Duration Recommended amount of training days 4 Total of training hours 32 Course outline This course enables business executives to lead an organization effectively through the latest to date management techniques an to maintain a high level of motivation among your staff. The course is based on the experience of the executives. Target group Upper, intermediate and lower management

Upper management 8 Intermediate management 8 Lower management 12 Prerequisites Completion of 1 Objectives Participants will be able to

• speak in a way that clarifies his position • develop the capacity to shoulder responsibility for his actions • utilize problem solving strategies • inspire creativity of his employees • utilize conflict management • develop the ability to stop personal assault • mobilize new resources in cooperation with employees

Methods Lectures, group discussions, role play

Number of Participants

teps

max max

max

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Management and Executive training Part 3 Leadership in a new world of hospitality

Duration Recommended amount of training days 4 Total of training hours 32 Course outline This course enables business executives to lead an organization effectively through

the latest management techniques an to maintain a high level of motivation among your staff. The course is based on the experience of the executives.

Target group Upper, intermediate and lower management

Upper management 8 Intermediate management 8 Lower management 12 Prerequisites Completion of step 2 Objectives Participants will be able to

• prepare meetings • shoulder responsibility • improve workflow efficiency • build a team according to company guidelines • present new ideas to employees • utilize the concept of responsible leadership • build a team

Methods Lectures, group discussions, role play

Number of Participants max

max max

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Successful management Duration Recommended amount of training days 2 Objectives Success and future of an organization highly depend on the question whether

executives and employees cooperate to achieve common objectives. A major aspect of successful leadership and corporate culture is that executives realize the motivation and needs of their employees.

Participants learn how to adopt an effective and courageous style of leadership. Participants learn how to address and stimulate their staff’s willingness to perform and motivation and how to give their employees the opportunity to experience success and acknowledgement of their performance. Target group Number of Participants 8 - 12 Table of content Fundamentals of management

• Organizations as social units and areas of social conflict • Styles of leadership • Leadership as a means of control of human behavior at work • Realization and living of values Leading of employees • Leadership through authentic management principles • (corporate philosophy) • Employee promotion and coaching • Creating a culture of responsibility and trust Communication and motivation • Personal reflection on communication strategies • How to inspire and keep employees motivated • How to reinforce individual responsibility Objectives and feedback as major managerial elements • Leadership through commonly agreed objectives • How to set priorities • How to utilize positive feedback • How to transform conflict into positive energy

Methods Study of theory

Training sequences Individual work, working in pairs and groups Self reflection Role play Discussions Feedback

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Conflict management for executives Duration Recommended amount of training days 2 Objectives Conflicts at work very often lead to de-motivation of employees and consequently to a

deterioration of interest in work and a deterioration of quality of work. Knowledge of causes and the unconscious dynamics of escalation help to understand conflicts as chance and help to appropriately counter arising conflicts.

Participants are stimulated to reflect their personal conflict behavior and their role in

conflicts. They learn how to manage conflicts appropriately and how to get actively involved into conflict resolving. They learn how they can recognize causes and early signs of conflict and how to assess them.

They learn how to conduct and how to mediate dispute meetings constructively. The seminar shows how a culture of constructive criticism and constructive conflict mediation helps to avoid problems and to resolve conflicts. Target group Executives of various levels Number of Participants 8 - 12 Course outline

• Assessment of personal conflict behavior • Ability and willingness to deal with conflict • Assessing severity and causes of team conflicts • Typical conflicts • Phases of escalation and arousal cycle • Role of managerial mediation and duties in conflicts • Structure and rules of disputes • Dispute resolution techniques that help to achieve objectiveness

and to avoid subjectivity • How to criticize constructively and to accept constructive criticism • Managing emotions, personal assault and unpleasant questions • Conducting and mediating disputes in teams • How to control and take group dynamics into account • Constructive dialogue - moving from debate to constructive dialogue • How to accept diverse thinking • Conflict and mobbing at work

Methods Study of theory Training sequences Individual work, working in pairs and groups Self reflection Role play and feedback via video Discussions Feedback

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Constructive team conflict management Duration Recommended amount of training days 2 Objectives Conflicts arise where human beings interact. They are natural phenomena also within teams.

Participants get acquainted with strategies and methods in order to successfully manage conflicts. They learn how conflicts arise and why they can escalate. They get acquainted with

basic communication skills and are able to conduct a constructive dialogue. They train their attentive listening skills and the ability to realize arising conflicts early. Target group Employees and team leader of various management levels Number of Participants 8 - 12 Course outline How to realize conflicts and understanding of conflicts

• Why conflicts arise and what their causes are • Conflict as chance • Personal attitude towards conflict • Individual management of conflicts • Signs of conflict • Phases of conflict escalation Conflict-resolution and communication skills • Rules for conducting disputes • The art of attentive listening • Questioning techniques • I-Messages • De-escalation techniques • Win – Win – Strategies • Management of communication disorders • Personality profiles within groups Application strategies • Perspectives and alternative resolutions • Mediation of conflict

Methods Study of theory Training sequences Individual work, working in pairs and groups Self reflection Role play and feedback via video Utilization of experiences at work

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Self management Duration Recommended amount of training days 2 Objectives Self management comprises all skills and techniques that are required to manage

individual growth, setting of individual goals, planning, effective actions and time and stress management of any individual. Participants will have the opportunity to determine the state of individual growth, to reflect on and to determine new goals for their future growth. They will get acquainted with positive thinking, how to set priorities and how to find the right work – life balance.

Target group Employees and executives of various management levels Number of Participants 8 - 12 Course outline Determination of the state of personal growth

• Effect on other people • Self image versus interpersonal image • Analysis of personal strengths and weaknesses • Resources and communication skills • Values, objectives and motivation • Stress How to develop strategies • Personality

o Motivation o Development of personal resources

• Time management

o Managing personal objectives o Setting of priorities o Time balance o Delegating

• Stress management o Work – ife – Balance o Stress management


Training sequences Individual work, working in pairs and groups Self reflection Self assessment Exchange of experience Feedback

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Team building and developing successful teams Duration Recommended amount of training days 2 Objectives Team leaders have a particular responsibility when building teams and developing effective teams.

The seminar imparts basic knowledge about the fundamentals and methods of team work. Apart from team conflict resolving strategies, the seminar provides also knowledge about team leadership, team building techniques, exercises and check lists.

Target group Executives/team leaders or those who want to build a new team.

Junior executives who want to get ready for their position Number of Participants 8 - 12 Course outline Introduction

• What makes an effective team? • Advantages and disadvantages of team work Goals for teams • How to successfully set and achieve goals for teams • basic rules for setting goals Team building • Size – team members – leader - growth • Four steps of team building Appropriate communication within teams • Positive approach and expressions • Active Listening • Balanced conduct of discourse • Checking and Feedback Techniques for creative thinking and decision making techniques for teams • Mind Mapping • Brainstorming Conflicts within teams • How to realize conflicts and the understanding of conflicts • Conflict-resolution communication skills • Application strategies

Organizing team work • How to conduct effective team meetings • Different types of team meetings

Methods Study of theory Training sequences Individual work, working in pairs and groups Self reflection Role play Feedback

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Successful team leadership Duration Recommended amount of training days 2 Objectives A motivated team is crucial to success and the question whether it will deliver

outstanding results or not. The role of the executive is to implement and stimulate proactive and responsible behavior of team members.

Participants are introduced to the basics of leadership, will be able to realize their own leadership potential, reflect on and optimize their conflict management and team leadership skills.

Target group Executives/team leaders or those who want to build a new team.

Junior executives who want to get ready for their position Number of Participants 8 - 12 Course outline Fundamentals of leadership

• Concepts of leadership, role of leadership, profile of leaders • Personality • Self assessment of one’s own leadership style, confidence, perception • Leadership behavior and personal direction • Flexible utilization of leadership styles realization, assessment and situational use of leadership styles

Leadership and motivation • The right balance of promotion and demanding performance • Setting of adequate limits and delegation process • Reliability, trust and loyalty • Motivation strategies during discourse • Respect and appreciation • Stimulation of proactive thinking and actions Conducting dialogue with employees • Preparation of dialogues and strategies • Goal-oriented, partner-oriented and results-oriented dialogue • Definition of clear objectives and rules

Conflict resolving in teams • Leadership in conflict/critical dialogue • Constructive management of resistance • Tolerating creative solutions • Dealing with emotions • Realization of relational traps • Giving feedback


Training sequences Individual work, working in pairs and groups Self reflection Role play Feedback

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Motivation through leadership Duration Recommended amount of training days 2 Objectives The employees’ willingness to perform is a crucial factor for the success of an organization. Motivation, the opportunity to enjoy doing their work and the opportunity to experience success from one's career are decisive factors.

Participants reflect on their personal experience concerning employee motivation and the ways their staff think and behave.

They work out ideas how to build up a team in which every individual employee works motivated and is interested in the achievement of common goals.

Target group Executives of various management levels Number of Participants 8 - 12 Course outline Fundamentals of personnel management

• Values and changing values • Motives and human images • Styles of leadership • Models of motivation • What will motivate/de-motivate employees? Motivation and de-motivation • Analyzing the current situation Motivation among executives • Signs of de-motivation • Personality and individual life situation of employees Motivation techniques • Appreciative communication and dialogue • Realizing strengths and weaknesses and their utilization • Leadership utilizing goals • Delegating • Documented agreements • Specific and targeted promotion of employees From theory to reality • Consequences and perspectives for leaders



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Creativity – how to develop creative ideas and put them into

practice Duration Recommended amount of training days 1 Objectives Dynamic and rapid changes in all areas and at all levels require from organizations creativity and innovations. It is crucial to specifically create a climate and an environment in which employees can be creative and where creativity can be utilized within the organization. Stimulating processes of change, development, improve- ments and a methodical approach are prerequisites for successful innovations. Participants understand the importance of creativity and innovations as key elements of successful organizations. They use appropriate creativity and innovation techniques and stimulate and conduct the assessment of creative ideas. They learn how to put creative ideas and innovations into practice. Target group Executives and specialists who work in teams in changing and problem solving processes. Number of Participants 8 - 12 Course outline Fundamentals of creativity and innovation

• Importance of creative processes and innovations for organizations • Individual creative prowess • Creativity blockades and how to overcome them • Basic structure of creative processes Practical usage of creativity techniques • Brainstorming • Brain writing – method 635 • Attribute Listing • Morphologic Analysis • Clustering • Mind Mapping • Pros-and-Cons method Creative problem solving process How to set up workshops and future workshops • to stimulate and assess ideas • to solve problems • to put ideas into practice


Individual work and work in groups, presentations Discussions Exercises Feedback

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Rhetoric – Free speech and a winning appearance Duration Recommended amount of training days 2 Objectives Rhetoric skills are a must to be successful at work. Rhetoric skills combine language skills, professional competence and an authentic appearance. The seminar utilizes the latest methods of rhetoric and a holistic approach towards rhetoric.

Participants learn and improve basic rhetoric skills for successful presentations and speeches, can use them on an individual basis and routinely. They try out ways to utilize stage fright productively and to hold authentic speeches in front of audiences, enhance their public speaking skills and learn how to enjoy free speech.

Target group Executives and employees who want to improve their speaking and presentation skills Number of Participants 6 - 8 Course outline Confidence requires proper speaking

• Proper breathing techniques in speech • Pitch of voice and voice classification • Concentration exercises • Voice building and tone placing process, speaking motorics and body motorics

training • Exercises in speaking competence Personal charisma • Charisma through authenticity and competence • Effect on other people • Basics of gestures and facial expressions when speaking • Individual presentation Confident rhetoric • Managing stage fright • Set up and structure of speeches • Typical speech expressions • Speech manuscript • Management of disturbances • Mastering difficult situations Utilizing language as a means of persuasion • Comprehensiveness – a prerequisite for effective speeches • How to create a positive aura through language


Training sequences Simulation Individual work, working in pairs and groups Self reflection Exercises and feedback via video Discussions

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Effective conduct of meetings Duration Recommended amount of training days 2 Objectives Meetings are often not effective lacking appropriate structures, mediation and leadership during discussions or lack effective communication. During the seminar participants learn how to prepare, organize and conduct meetings while bearing the goal of the meeting in mind and how to organize oral presentations by participants. They learn how to structure goal-oriented meetings and how finalize meetings achieving precise and objective results. Target group Executives, team leader, project manager of various management levels Number of Participants 8 - 12 Table of content Preparation of meetings and discussions

• Agenda and participants • Organization and topics • Schedule and agenda • Objective • ebate culture Organizing methods for efficient meetings • Structure • Fundamentals of moderation and presentation • Protocol Communication and conduct of dialogues in meetings • How to control debate, discourse and dialogue • How to deal with various attendants of meetings •


Training sequences Individual work, working in pairs and groups Self reflection Discussions Feedback

Communication barriers and stimuli

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Fundamentals of negotiating Duration Recommended amount of training days 2 Objectives Negotiating in order to balance opposing interests is an every day process at work

and in private life. At work we negotiate on a daily basis with employees, customers and our business partners and want to communicate our differing points of view fairly and objectively in order to achieve an acceptable compromise for both parties.

Participants learn how to improve their negotiation skills to achieve the best possible terms of an agreement and to build strong relationships with loyal customers.

Target group Executives and specialist from all management levels and operative organization

levels

Number of Participants 8 - 12 Course outline

Preparing negotiations • Defining the negotiation environment – prerequisites for and circumstances of

negotiations

Awareness and use of one’s own resources • Purposeful use of strength • Self perception and interpersonal perception Evaluating the negotiation skills of the partner • Assessing negotiation feelings and attitudes • Personality profile • Realizing and assessing verbal and nonverbal signals of the partner • Social psychology of negotiation and counseling Negotiation strategy and negotiation skills • The Harvard Negotiation Project • Various phases of a negotiation • Persuasive negotiation Conducting a principled negotiation • Affecting direction and outcome of the negotiation process • Wise use of conversation techniques Conflict resolution and defining of agreements • Achieving win – win agreements • Managing objections/Recognizing hidden agendas • Differentiating objectivity from subjectivity • Identifying and countering win - lose tactics • Defining agreements and finalizing outcomes


Training sequences Individual work, working in pairs and groups Role play and feedback via video Self reflection Discussions

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Fundamentals of sales and selling techniques Duration Recommended amount of training days 2 Objectives Selling conversations are successful when proposals and testimonials align with your

customers needs and with the customer’s buying process. The salesman’s personality and his ability to understand what the prospect wants and needs are of crucial importance for a successfully closed sale. Participants get acquainted with the basic knowledge how to conduct selling conversations. Participants improve their skills how to convincingly present the benefit of their products and services and how to direct the selling conversation to a successful closing and how to build a lasting customer relationship.

Target group Sales representatives and employees with sales-oriented customer contact Number of Participants 8 - 12 Course outline The salesman’s personality - a factor of success

• The role of the salesman • Attitude towards customers and selling • Objective promoting behavior How to prepare an effective customer conversation • Self organization • How to prepare a selling conversation Mastering selling techniques and how to use them effectively • Phases selling conversations • Getting acquainted and started • The right questions at the right time • Plausible pricing strategy • Professional handling of customer concerns • How to deal with customer complaints and objections Customer - benefit - persuasion • How to extract customer benefits • Use of benefit-oriented speech patterns • How to convince the customer Closing a sale • Closing skills • How to close a sale • Defining clear agreements and confirming sale Sale follow-up

Methods Study of theory Training sequences Individual work, working in pairs and groups Role play and feedback via video Discussions Feedback

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Fundamentals of telephone selling techniques Duration Recommended amount of training days 2 Objectives Telephoning is an important and economical way of selling for setting appointments, prospecting and customer service.

During the seminar participants learn the basics of customer acquisition by telephone and how to draft, present and exercise their telephone sales scripts. Participants learn basic selling techniques, learn how to plan, conduct and perform

follow-up actions and to display their improved telephone selling skills. Target group Employees Number of Participants 8 - 12 Course outline Basic telephoning skills and communication by phone

• Check lists: how to plan and follow up customer service • Linguistic, psychological and organizational aspects of telephone acquisition Professional conduct of telephone acquisition • Preparation • Structure of a customer conversation • Objective of customer conversation • What the customer wants and what the customer needs • Question technique during the conversation • Extracting customer benefit • Umgang mit Einwänden und Widerständen Telephone sales script and persuasive sales aids • Drafting of telephone sales scripts, working in groups and individual work


Training sequences Individual work, working in pairs and groups Self reflection Role exercises/telephoning Discussions Feedback

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Service-oriented telephoning Duration Recommended amount of training days 2 Objectives The seminar is to impart and train skills that help to address guests, visitors and customers more service-oriented at the telephone.

During the seminar participants train their communication skills with practical sequences which help to maintain a polite and committed atmosphere even when participants are under stress or conduct challenging conversations. Participants learn how to address callers friendly, confident and accurate in varying

situations, how to radiate competency and how to represent their organization with confidence and professionally.

Target group Front office staff with customer contact via telephone Number of Participants 8 - 12 Course outline Attitude and impression on the telephone

• Resuming a customer-orientation attitude • Telephone etiquette

Leading of conversations and reasoning on the telephone • Preparing calls (active and passive calls) • Effect of language and wording on the phone • Mood, atmosphere and voice when telephoning • How to create a positive relationship to the caller • Stimulating and solution-oriented phrasing • Accurate identification and how to welcome • How to lead and how to act during the conversation • Accurate transferring • How to end a conversation gracefully

Techniques for leading conversations and reasoning on the telephone • Actives Listening • The art of asking questions and retrieving information

How to handle difficult situations • Different behavior of dialogue partners • How to behave in case of complaints • Subjectivity and objectiveness • How to handle complaints • How to react in unforeseeable events • How to handle difficult callers • How to react on personal assault and how to de-escalate • Stress management

Methods Study of theory Training sequences Working with personal experiences Individual work, working in pairs and groups Self reflection Role play (work with the telephone trainer) Relaxing exercises

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Fundamentals of professional communication Duration Recommended amount of training days 2 Objectives Communication is an endless expedition to our self and to others. While we watch ourselves and the people around us how we communicate every day we can learn how to express ourselves more clearly and how to communicate successfully. Communication is a necessary prerequisite for every activity. Participants learn how to improve their behavior when communicating and that expertise and professional skill is not the only factor for a successful interaction with colleagues, seniors and customers. They extent their communicative skills in order to find an appropriate tone of voice in different situations. Target group All those who are interested in reflecting on their communicative behavior and in

optimizing it. Number of Participants 8 - 12 Course outline To better understand oneself and others

• The phenomenon of the first impression – like or dislike • Communication models

o Paul Watzlawick o Schulz von Thun

• Important communication filters • Types of communication • Effect on other people • Self image versus interpersonal image • Establishing a relationship while communicating • How to represent an organization with the own personal image • How to establish a positive relationship • How to perceive and control one’s personal body language • How to perceive body language signs of the other party and its right

interpretation • Asking questions instead of making statements – how to direct and control a

conversation • Active listening – how to actively listen to the other party • Interruptions and stimuli


Training sequences Individual work, working in pairs and groups Self reflection Role play and feedback via video Discussions Feedback

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Customer-oriented communication Duration Recommended amount of training days 2 Objectives Products and services become more and more alike. Decisive competitive advantages are customer loyalty, excellent service and communication. Longstanding customer relationships are established where customers are satisfied and their expectations are over fulfilled.

The seminar is to impart and to improve service-oriented attitude and to train service-oriented behavior.

Target group All front office staff with customer contact (internal and external) Number of Participants 8 - 12 Course outline Customer orientation and service - basis for success of the organization

• Service-orientation and high-quality service • Service as an problem solving activity • Resuming a customer-orientation attitude • Individual strengths and weaknesses with respect to customer orientation Service-oriented communication • Confident, self-confident and engaging demeanor • Positive charisma through appearance, demeanor, • Body language and voice • Persuasive customer conversation

o Listening o roper question technique o Engaging and a customer adequate way of expressing oneself

• How to react adequately to customer requirements • How to end a conversation in an engaging way How to master difficult situations and difficult dialog partners • Reflecting personal behavior patterns during conflicts • Utilizing de-escalation techniques in disputes • How to react objectively in case of complaints and personal assault • Stress management



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Professional conduct of conversations Duration Recommended amount of training days 2 Objectives Professional conduct of conversations is a professional key competence. The goal is

to conduct conversations in a way so that both parties accept each other and are satisfied.

Participants get acquainted with the principles and elements of appreciative and solution-oriented conduct of conversations, know how to prepare and structure conversations, are able to establish a constructive and cooperative atmosphere during the conversation and are able to act poised and objectively in difficult situations and know how to end conversations with a positive outcome.

Target group All those who are interested in reflecting and improving their conduct of conversations Number of Participants 8 - 12 Course outline How to prepare and conduct conversations professionally

• Conversation structure • Setting of objectives and choice an appropriate conversation strategy • Follow-up and conclusions Conduct of conversations and relationships • How to get started • How to establish a positive conversation atmosphere • I-Messages Conversation styles and attitudes • Transactional analysis as a theory of personality and communication • Reflecting on personal conversation attitudes • Appreciative communication Understanding the dialog partner • Actives Listening • To conduct through questions • Rapport strategy – Pacing und Leading • Recognition and use of nonverbal signs From confrontation to cooperation • How to handle resistance • Objections and excuses • Differentiate objectiveness from subjectivity • How to master emotions in difficult situations



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Costumer complaint management and customer complaint handling training Duration Recommended amount of training days 2

Successfully resolved complaints have a strong emotional effect and tend to build longstanding customer rapport. Complainants whose complaints were satisfactorily resolved become very often more loyal customers than those who never had a complaint. A complaint as chance can be helpful only if the rules and techniques of professional complaint managements are known and are mastered by employees. Participants will be able to conduct poised customer complaint conversations master

challenging conversation, to convert complaints into a tool for improving customer satisfaction and customer loyalty and to represent their organization even more customer-oriented.

Target group All front office staff with customer contact (internal and external) Number of Participants 8 - 12 Course outline Customer orientation and customer complaint management

• Causes for complaints • Complaints from the customer’s point of view • What customers expect • Understanding complaints as a second chance and a source for information • How to use complaints to build customer rapport

Conduct of complaint conversations – how to master complaints • Complaint - customer behavior • Special features and course of complaint conversations • The path to a successful complaint conversation

• Professional reception of complaints • How to differentiate objectiveness from subjectivity • How to establish a positive customer relationship • De-escalation strategies • Make Agreements

How to end a complaint conversation successfully for both parties • How to build customer rapport Dialogue and reasoning techniques during complaint conversations • Active listening • Asking the right questions • easoning techniques - knowledge and usage


Training sequences Individual work, working in pairs and groups Self reflection Role play and feedback via video Discussions

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Objectives

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Time management and self management Duration Recommended amount of training days 2 Objectives Time management is the systematic and disciplined planning of time. The goal is to manage time in such a way to achieve a balanced professional and personal life and happiness. The seminar imparts skills to realize goals, set priorities and optimize the use of time resources through effective self management and time management. Target group All staff Number of Participants 8 - 12 Course outline Why time management?

• Philosophy and classic methods for time management • What has time-/self management to do with behavior? • Individual management of time • Reflection on the individual time balance • Personal time analysis • Recognition of the personal time follower type Goals – necessary to set priorities • Personal duties, responsibilities and goals • Priorities – urgent versus important • Controlling through written schedule • Recognizing and minimizing disturbances • Capacity to say NO Personal time management • Individual disturbances and time destroyer • Information overload – which information is indispensable? • Interruption through telephone • Uncompleted duties – another time • Dispense of unnecessary documents • The personal time concept • Behavior towards others and oneself


Training sequences Individual work Self reflection Discussions Feedback

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Memory training Duration Recommended amount of training days 1 Objectives Memory training is more than just a hobby or occupational therapy for seniors. The skills developed through memory training become more and more relevant in management and business life.

Participants get acquainted with the theory of memory improvement techniques and exercise how to sharpen their senses, take in new information faster and how to remember facts more quickly.

Target group All those who are interested in improving their memory resources Number of Participants 8 - 12 Inhalt

• A good memory – key to success • Concentration and motivation • Perception – storing – retrieving • Methods for improvement of memory resources • Structuring as memory technique • Memory for names and numbers • Forgetfulness, thinking blockages, recalling • Creative thinking • Relaxation techniques • How to read faster

Methods Study of theory Training sequences Individual and work in pairs Discussions Exercises Feedback

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Oral presentation skills and techniques Duration Recommended amount of training days 2 Objectives Presentations are the most frequently used methods how to present results, ideas or concepts. Confident demeanor and convincing presentations skills is a key to impress listeners. Participants learn how prepare their presentation target group oriented, how to structure, effectively present and how to visualize it adequately. They also learn how to impress with striking linguistic skills and how to professionally master various situations. Target group Staff who want to present projects or results Number of Participants 8 - 12 Course outline How to prepare a presentation with respect to methods and content

• Why delivering a presentation? • Target group analysis • How to organize a presentation • How to prepare the content of the presentation • How to prepare a discussion Structure of a presentation • Plausibility and rhetoric effects • Visualization Personal and rhetoric requirement • Voice, language and phrasing • How to use body language to support verbal information • Posture, motion, eye contact, gestures, appearance

Confident conduct of presentations • Stress relief • Managing stage fright • How to act when disturbed Professional use of traditional media and techniques • Flipchart, pin wall and overhead projector • Evaluation of a presentation • Follow-up and feedback



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Effective moderating of meetings Duration Recommended amount of training days 2 Objectives Moderation is a proven method for a targeted and solution-oriented work with and in groups. Participants learn during the seminar how they can support the group to find adequate topics, how to structure them, how to work on and how to come to a solution. They learn how to avoid wasting time, inefficiency and slow motion and how achieve sustainable and effective solutions. Target group All those who are interested to moderate and conduct work groups, team workshops,

informal and formal meetings successfully Number of Participants 8 - 12 Course outline What is moderation?

• Concept and when to use moderation • Structured group wisdom Role and attitude of the moderator • Effect of the moderator • Interaction with the group Moderation methods • Visualization • Phases of the moderation process • Preparation • Aides Examples for various • Fields • Topics • Intentions


Training sequences Exercise of moderation methods Individual work, working in pairs and groups Discussions Feedback with video

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The executive secretary’s office – administrative switchboard and a true representative of your organization Duration Recommended amount of training days 2 Objectives

Participants learn how to improve their charisma. They strengthen their competency as contact persons, gain through adequate etiquette more confidence and know how to master difficult situations in a composed and placid way. Participants learn how to relief chief executives through perfect service.

Target group Executive secretaries, secretaries of directorates and departments and chief

executive assistants Number of Participants 8 - 12 Course outline Personality and communication

• A strong and authentic personality as a basis for a successful career • What makes communication so difficult? • The phenomenon of the first impression – like or dislike How to relief the chief executive through customer-orientation • How much relief wants the chief executive? • Why is your chief executive also your customer and when does he need your

advice? • Expectations and needs • How to coordinate information Professional conduct of conversations • How to conduct conversations target-oriented • How to express oneself appreciatively • Solutions instead of accusations • How to say NO without feeling guilty Modern etiquette • Visitor reception and guest assistance • Adequate welcoming and addressing: how to introduce somebody • Characteristics of telephoning • Small talk: when adequate? Which topics are useful? How to relief the chief executive through competency • Which social skills and knowledge of human nature are important to know for your

role? How to influence the atmosphere at work positively • How to recognize and reduce blocked contacts • Skilled negotiation • Promoting positive cooperation with chief executives and colleagues


Training sequences Individual work, working in pairs and groups Self reflection Role play and feedback

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Modern business correspondence – its contribution to an improved company image Duration Recommended amount of training days 2 Objectives The internal and external correspondence has an essential impact on the company image. Therefore it is necessary to compose business letters and other documents convincingly with respect to linguistic and objectivity aspects.

Participants refresh their knowledge of layout and style of business letters and

business-related texts. They learn recent standards and modern variants of business correspondence.

Target group All staff concerned with correspondence issues Number of Participants 10 - 16 Course outline

• Writing and layout standards for text processing • Latest standards - DIN 5008 • Layout of letters and modern style of correspondence • Formal defects and bloopers • Starting and ending of letters • Indenting and highlighting • Terminology • The new German orthographic standard • E-Mail: • Comprehensive composition of protocols • Letters for special events


Training sequences Exercises Self reflection Discussions Feedback

Participants can bring their letters and texts from everyday life

to be used and discussed in the seminar.

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Train-the-Trainer Duration Recommended amount of training days 5 Objectives Further training to impart skills and know how for conducting trainings and seminars. Target group Persons who want to work as trainer and teacher Number of Participants 6 - 8 Course outline Personal and social competence and expertise of the trainer

• Analysis of strengths and weaknesses • Adequate demeanor and behavior during trainings • Tenor of the trainer • Self-motivation • How to manage stage fear and stress • Importance of supervision and coaching for training activities Communication, body language and rhetoric • Communication models and personality models

(Watzlawick, Schulz von Thun, transaction analysis acc. to Berne / Harris) • How to recognize and interpret non-verbal signals • Linguistic characteristics of training activities • Breathing, voice and speaking exercises • How to build trust, rapport and interpersonal relationships • Rules for feedback

Fundamentals of adult learning • Psychology of learning, types of learners • The human memory: information processing • Memory oriented learning • emory oriented break intervals • Setting of goals, Evaluation and assessing of learning success • Examinations and tests, preparation of exams

Traditional methods and media in the training process • Visualization, presentation, moderation • Traditional media (Flipchart, Pin wall, transparencies) • Comprehensiveness and clearness • Seminar planning, script and trainer scripts • Introduction of training modules and methods for different seminar sequences • Role play (planning, conducting, evaluation, motivation)

M

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Team development and group development • Vital Learning with TZI • Group process structures • Stages of development in learning groups • Recognizing and managing group expectations • Typical roles and behavior in learning groups • Conflict management in groups/ with participants • Characteristics of working with small groups

Relaxation techniques for trainer • Relaxation exercises for seminars • Imaginary journeys • Loosening exercises • Brain - Gym • Personal stress management (mental hygiene) for trainers

Transfer and exercises • Creation and conduct of training modules • Evaluation and Feedback

Methods Apart from lecturing exercises a great variety of other practical exercises are

carried

out.

Individual and work in pairs Workshop elements Role play Feedback Presentations of training modules (with video evaluation) Loosening and relaxation exercises

Certificate TRAINICO - Certificate

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Chronological seminar: vocational training of interdisciplinary areas of expertise Duration 6 Saturdays, 4 block periods (90 min.) per semester Objectives Pedagogical base qualification Target group Trainer without pedagogic education and those who are interested Number of Participants 10 up to 15 Course outline

6 modules with the following topics • Personal and individual competency • Social competency • Intercultural competency • Methodic competency • Didactic competency • Rhetoric competency

(Participants are entitled to get a certificate if they attend all 6 modules)

Methods Introduction to topics and theory

Individual work, working in pairs and groups Training sequences and self-reflection Discussions and solving of problems Role play and feedback via video Interactive communication Feedback


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Cabin Staff Screening – Initial & Conversion

Target group Cabin crew members Staff screening 12 interviews per day Structure – part 1

• Pre-screening - written English test • Interviewing all candidates who passed the test in order to assess the following

skills: - Hospitality - Tolerance - Patience - Stamina - Decision making skills - Flexibility - Motivation • Assessment of deployment as: - Flight Attendant - Purser - ot suitable for either position

Structure – part 2

• Interview documentation (in writing) and archiving in personnel records • Recommendation of prospective positions and personal growth

Support

Support by Airline • Invitation to interviews

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Cabin Crew Training (incl. SEP) Duration Recommended amount of training days 25

Total 150 Course outline During this course, participants acquire board service skills, safety routine skills, first

aid skills and conflict management skills. The training is conducted in specially equipped training rooms, on board the aircraft and in on-site safety training facilities.

Target group Cabin crew Number of Participants 15

Prerequisites Passed cabin crew screening test Objectives At the end of this course participants will be able to:

• To act according to the organization’s philosophy • To maintain a high standard of quality according to work instructions. • Make announcements • To describe and to explain the boarded catering according to boarding lists • Sell on board • To act properly in medical emergencies • o act properly in case emergencies and catastrophies • To carry out fire fighting

Examination Safety and Emergency Procedures: Written test Pratical skills test Final Briefing

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Purser Training Duration Recommended training days: 10 Total 70 Course outline This course imparts the following skills: On-board leadership skills, communication

skills, preparing for emergencies, make announcements on board and briefing. Training is conducted in specially equipped training rooms, on board the aircraft and in on-site safety training facilities.

Target group Experienced flight attendants Number of Participants 8

Prerequisites Passed screening test Objectives At the end of this course participants will be able to:

• lways be a role model on board and to fulfill the required organization philosophy • Lead a team • Make announcements • Give feedback • Coordinate operations during emergencies • Carry out briefings

Examination Final Briefing

A

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Ground Handling – Reservation and Ticketing Duration Recommended amount of training days 15 Objectives Introduction into the fundamentals of ticketing Participants are able to answer customer inquiries, to make a reservation, to calculate

fare and to issue flight documents. CRS system knowledge is imparted Target group Sale and reservation service staff Number of Participants 10-15 Course outline Manual fare calculation (5 days)

• • egular tariffs, special offers • Fare calculations, rules for calculating fares (HIP,CTM) • Miles and more system • Classes

Reservation and ticketing (10 days)

• Introduction to computer reservation systems (CRS) • AMADEUS and Guide Res • Information about flight time table • Fare calculation via CRS • Flight reservation, structure and change of passenger names Record (PNR) • Booking of seats • Ticket selling / terms of payment • ETIX – electronic tickets • AIS - AMADEUS information system • Passport requirements and immigration and visa regulations • Ticket storing, refunding, miscellaneous charge order • ustomer loyalty programs

Final test


Fixed fare pricing R

C

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Ground Handling – Checking in Duration Recommended amount of training days 15 Objectives Fundamentals of Check-in and passenger service Imparting required service skills, operative skills and professional skills Target group Check-In and Lost-and-found staff Number of Participants 10-15 Course outline Introduction

• Cooperation of individual sections at the check-in station • Service aspects and fundamentals of service-oriented behavior • Flight ticket - structure • Limitations for accepting flight tickets

Check-in process

• Preparation for check-in • Manual check-in and system check-in routines • Unisys, CODECO • Accepting of booked and non-booked passengers • Luggage check-in routine (special, excess and oversized luggage) • Dangerous Goods Regulations • Check-in routines for special passengers • Checking of documents and flight tickets • Flight irregularities

Final working steps Lost & Found

• Cooperation with check-in • General Lost & Found regulations • Liability • Imparting the check-in system WordTracer Management • otification of loss, notification of claim, luggage tracing

Final test Certificate TRAINICO - Certificate

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Ground Handling – operative and aircraft ramp servicing Duration Recommended amount of training days 15 Objectives Introduction into the fundamentals of operative and aircraft ramp servicing Participants learn how to use system-based compiling and how to manually compile

required documents for the weight & balance sector for short- and medium-haul aircraft of the Lufthansa fleet

Target group Weight & balance and ramp staff Number of Participants 10-15 Course outline Duties and organization of aircraft ramp service

• Cooperation with other services • Definitions • Weight terminology • Aviation fuel terminology

Weight & Balance

• Physics for aviation - fundamentals • Load- und trim sheet compilation for short- and medium-haul flight patterns • Calculation of the Allowed Traffic Load • Calculation of the Estimate Zero Fuel Mass • Calculation of the Allowed Take off Fuel •

Aircraft loading schedule - fundamentals • Loading schedule risks • Proper compilation of loading instructions • egulations for load composition • Special loads • Dangerous Goods Regulations

General safety regulations

• Ramp Safety • Re-fueling with passengers on board

Flight service documents

• Operational Flight Plan • Weather • Notice to Airman, Slot request • NOTOC – Notification to Captain

Final working steps

• Written notification • Tripe File • Final test


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Ground Handling – Weight & Balance Duration Recommended amount of training days 10 Objectives Participants calculate and file all weights and determine the location of the center of

gravity. The agent supervises all loading instructions of respective aircraft for compliance with loading instructions of the manufacturer and the airline.

Target group Ground- and flight control staff Number of Participants 10-15 Course outline

• Aviation fuel terminology • Weight terminology • Physics for aviation - fundamentals • Fleet • Compiling of the following documentation: Load- and trim sheet • Calculation of: Estimate Zero Fuel Mass, Dry Operating Mass • Aircraft loading schedule - fundamentals • General safety regulations • Final working steps • Flight information service documents NOTAM, Flight operation plan Flying weather information, wind maps • Final test


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Ground Handling – Ramp agent Duration Recommended amount of training days 5 Objectives Coordination of all operations concerning the aircraft on the apron is carried out by a

qualified ramp agent. He supervises all slot times / time frames. His/her main duty is to supervise compliance of safety regulations for a smooth and trouble free dispatch of aircraft.

Target group Ramp and apron service staff Number of Participants 10-15 Course outline

• Terms and definitions • Ground - Cockpit communication via hand sign and headset • Ramp services

Towing and taxing De-icing

• Ramp agent duties n the office on site Follow-up duties

• Safety regulations General operating rules for apron safety Safety and hazard areas How to act in emergencies Re-fueling with passengers on board

• Final test Certificate TRAINICO - Certificate

I

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Ground Handling – Air cargo Duration Recommended amount of training days 10 Objectives Imparting the fundamentals of air cargo handling. Participants will be able to file air

waybills, to give tariff information, and to answer customer inquiries. Target group Cargo dispatching and air freight forwarding staff Number of Participants 10-15 Course outline Introduction to air freight

• Development • Advantages and performance

Fleet overview and loading equipment

• Narrow body/ Wide body/ Freighter Air freight documentation – Export

• Dispatch order • Air waybill • Freight manifest

Acceptance of a consignment – Export

• General pre-requisites for acceptance of an consignment • National regulations • Special loads • Options of payment

Calculation of freightage

• General • Rate system and – application • General Cargo Rates (GCR) • Specific Commodity Rates (SCR) • Class Rates

Liability and air cargo insurance

• General insurance regulations, surcharges Dangerous Goods

• Dangerous goods classification • Dangerous goods documentation

Final test Certificate TRAINICO - Certificate

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Dangerous goods regulations DGR Cat. 7/8/10 Duration according to category: Maximum 2 days Target group Category 7 Airline staff or agents who accept consignments, mail or provisions

(no dangerous goods) Category 8 Airline staff or agents who are responsible for handling, storage and

loading of cargo, mail and luggage Category 10 Flight crew/pilots and staff who are responsible for loading schedules Number of Participants 10-15 Course outline

• Philosophy • Limitations • Dangerous goods manifest • Marking and labeling • Recognition of non declared dangerous goods • Storage and loading procedures • Information for airman • egulations for passengers and crew members • How to act in emergencies • Final test

Certificate TRAINICO - Certificate Transportation Geography Duration Recommended amount of training days 5 days Objectives Participants will:

- Learn the fundamentals of transportation geography - ow to use their gained knowledge (i.e. selling, reservations & ticketing, air cargo)

Target group Airline staff, handling agents staff, service organizations staff and from tourist industry Number of Participants 10-15 Course outline

• IATA Geography • Airports ( worldwide ranking) • 3 – Letter Codes, airport codes, city codes • IATA- Tariff conference areas • Carrier route codes • Calculation of flying times • Important tourist destinations • Climate zones/ World climate


R

H

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Transportation clerk - air traffic m/f Duration 24 months Objectives He/She is a special clerk who has a large variety of different job opportunities and

works in an international business environment. Air transportation clerks plan crews and have operative duties for aircraft dispatching. They work out concepts for passenger and cargo sale, coordinate sales promoting activities and carry out passenger and cargo services controlling (profitability, capacity and return). They carry out administrative duties in finance, accounting, controlling, human resources and organization.

Air transportation clerks work team-, process- and project-oriented. They communicate in foreign languages and work at information desks at the airport, city offices, air freight hangars or in the intermediate management level of an airline.

Participants max. 25 Course outline

• Air traffic management • Economics • Calculating • Accounting • Transportation Geography • Correspondence • Booking and sale • Passenger check-in • Operations and ramp handling • Air freight • English / French


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Transportation services clerk Duration 22 months Objectives Services become more and a distinctive features for an organization. Transportation services clerks enjoy working with people. They are perfect hosts and

represent the organization who they work for. They counsel and attend to people from various cultures. They sell products and services. The check-in passengers and attend to passengers at the airport and on board. They inform the passengers. They coordinate operations such as dispatching procedures of aircrafts and passenger boarding. They make all kinds of announcements in several languages. In addition to that air transportation service clerks take part in marketing actions, carry out payment transactions, resolve complaints or work in lost & found. They work in customer-frequented areas such as airport terminals, on board of an aircraft but also front office areas.

Participants max. 25 Course outline

• Aviation economics • Economics and social studies • Calculating • Accounting • English / French • Transportation Geography • Marketing and sale • Passenger and luggage service • Operations and ramp handling • Safety facilities and procedures / cabin service


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Aircraft mechanic - maintenance

Duration Intermediate trainee with training in metal work (24 months)

Beginners (28 months) Course outline

• Math • Physics • Electrical engineering - fundamentals • Digital engineering and electronic instrument systems • Materials and hardware • Maintenance practice • Aerodynamics - fundamentals • Human Factors • Aviation legislation • Aerodynamics, airframe and systems • Aerodynamics, helicopter airframe and systems • Jet engines • Piston engines • Propeller • Technical English • Economics and social studies • Assembly and disassembly of functional units

Number of Participants up to 25 Certificate

• Chamber of Commerce and trade accredited occupation • TRAINICO - Certificate • Approved training according to EASA Part-66 Cat A

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Aircraft mechanic – Engines Duration Intermediate trainee with professional training in metal work (24 months)

Beginners (28 months) Course outline

• Math • Physics • Electrical engineering - fundamentals • Digital engineering and electronic instrumentation systems • Materials and hardware • Maintenance • Aerodynamics - fundamentals • Human factors • Aviation legislation • Aerodynamics, aircraft airframes and aircraft systems • Aerodynamics, helicopter airframes and helicopter systems • Gas turbine engines • Piston engines • Propeller • Technical English • Economics and social studies • Maintenance • Assembly and disassembly of functional components • Gas turbine engines • Piston engines


• Chamber of Commerce and trade accredited occupation with Chamber of commerce and trade certificate

• TRAINICO - Certificate • accredited vocational training according to EASA Part -66 Category A

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Aircraft electronics technician Duration 28 months Course outline

• Electrical systems – analyzing and checking of functions • Planning and installation of electrical installations • Controls – Analyzing and adjustment • Deployment of data processing systems • To provide for electric power and safety on board • On - board installation of aircraft components and aircraft servicing • On - board commissioning of aircraft systems and equipment • Maintenance and commissioning of aircraft specific propulsion and propulsion control • Checking of aircraft systems and flight control systems • Avionics - installation and maintenance practice of electrical and communication systems • Avionics – automatic aircraft systems checking and adjustment • Avionics - maintenance practice of navigation systems • Planning and installation of aircraft specific devices • Technical English • Human Factors • Economics and social studies


• Chamber of Commerce and trade accredited occupation • TRAINICO - Certificate • Approved training according to EASA Part-66 Cat A

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Aircraft Specialist (Structure, Metal, Turbine, Composite, Electric) Duration 6 months Target group Participants with engineering background and flawless certificate of good conduct Number of Participants up to 25 Course outline Aircraft specialists are service technicians who can work in any field of maintenance,

overhaul and repair. They can receive further education in various materials or hardware. Aircraft Specialist can also work for aircraft manufacturer and manufacture components or engines. They install individual airframe components on the aircraft.

• Fundamental training

Material Fastening - fundamentals Human Factors Aircraft (airframe and systems)

• Airframe/metal Fasteners Technical drawings Diagrams and standards

Tolerances and fit Practice of riveting

• Electric Electric cable Technical drawings Diagrams and standards Electricity Cable and connections

• Turbine Fasteners Pipes and ports Transmissions Fire protection Jet engines • Composite Fasteners Composite -Material Practice of riveting Working with composites

Abschluss TRAINICO - Certificate

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Part-66 Trainings

Credit 10 Cat A1 Duration 9 days

Number of Participants max. 25

• Module 9 Human Factors • Module 10 Aviation Legislation • Module 11a/b - IV Avionic Systems

Certificate TRAINICO- Certificate, Examination Report


Number of Participants max.25

• Module 6 Materials and Hardware • Module 7 Maintenance Practices • Module 9 Human Factors • Module 10 Aviation Legislation • Module 11a/b - IV Systems • Module 11a/b - IV Avionic Systems



Number of Participants max. 25

• Module 6 Materials and Hardware • Module 7 Maintenance Practices • Module 8 Basic Aerodynamics • Module 9 Human Factors • Module 10 Aviation Legislation • Module 11a/b - IV Airframe Part • Module 11a/b - IV Systems Part • Module 15 Gas Turbine/Piston Engine • Module 17 Propeller


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Credit 20 Cat A1 Duration 20 days Number of Participants max. 25 • Module 6 Materials and Hardware • Module 7 Maintenance Practices • Module 9 Human Factors • Module 10 Aviation Legislation • Module 11a/b – IV Systems Part • Module 11a/b - IV Avionic Systems Part • Module 15 Gas Turbine/Piston Engine Certificate TRAINICO- Certificate, Examination Report

Credit 40 Cat A1 Duration 40 days Number of Participants max. 25

• Module 3 Electrical Fundamentals • Module 5 Digital Techniques und Electronic Instrument Systems • Module 6 Materials and Hardware • Module 7 Maintenance Practices • Module 8 Fundamentals of Aerodynamics • Module 9 Human Factors • Module 10 Aviation Legislation • Module 11a/b – IV Airframe Part • Module 11a/b – IV Systems Part • Module 11a/b - IV Electric Power Part • Module 11a/b – IV Avionic System Part • Module 15 Gas Turbine • Module 17 Propeller


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Credit 87 Cat A1 Duration 87 days Number of Participants max.25

• Module 3 Electrical Engineering Fundamentals • Module 5 Digital Techniques und Electronic Instrument Systems • Module 6 Materials and Hardware • Module 7 Maintenance Practices • Module 8 Basic Aerodynamics • Module 9 Human Factors • Module 10 Aviation Legislation • Module 11a/b - IV Airframe Part • Module 11a/b - IV Systems Part • Module 11a/b - IV Electric Power Part • Module 11a/b - IV Avionic System Part • Module 15 Gas Turbine • Module 17 Propeller • Module TE Technical English



• Module 3 Electrical Fundamentals • Module 5 Digital Techniques und Electronic Instrument Systems • Module 6 Materials and Hardware • Module 7 Maintenance Practices • Module 8 Basic Aerodynamics • Module 9 Human Factors • Module 10 Aviation Legislation • Module 11a/b - IV Airframe Part • Module 11a/b - IV Systems Part • Module 11a/b - IV Electric Power Part • Module 11a/b - IV Avionic System Part • Module 15 Gas Turbine Engine • Module 17 Propeller • Module TE Technical English


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• Module 1 Mathematics • Module 2 Physics • Module 3 Electrical Engineering - Fundamentals • Module 5 Digital Techniques und Electronic Instrument Systems • Module 6 Materials and Hardware • Module 7 Maintenance Practices • Module 8 Basic Aerodynamics • Module 9 Human Factors • Module 10 Aviation Legislation • Module 11a/b - IV Turbine/Piston Aero plane • Module 15 Gas Turbine Engine • Module 17 Propeller • Module TE Technical English


For other sub categories Part 66 Cat A (A2, A3, A4), training modules, content and duration will be accordingly adjusted.

Structure Repair (Basic Training) Duration 20 days Objectives Imparting the basic knowledge for structure repairs, getting acquainted with required processes and materials, using manufacturer documentation Target group Aircraft mechanics from aviation organizations and airlines. Number of Participants Minimum 5 - 15 Course outline

• Aviation materials (EASA Part-66 M6.2a) • Aviation rivets (EASA Part-66 M6.2a) • Metal work (EASA Part-66 M7.14.1) • Riveting (EASA Part-66 M6.2a) • Structure Repair Manual (EASA Part-66 M6.2a)

Methods Study of theory Practical instructions Certificate TRAINICO - Certificate

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Human Factors

(Basic Training) (EASA Part-66 AML Cat A M9) Initial Training (EASA Part-145 M6.2a) Continuation Training (EASA Part-145 M6.2a) Duration Basic Training AML Cat A 2 – 3 days according to individual knowledge Initial Training 2 – 4 days, according to agreement Continuation Training recommended 1 day according to agreement Objectives

• Basic Training / Initial Training

The training imparts knowledge about the importance of human factors at work in order to avoid mistakes in the work process.

• Continuation Training

Refreshment course for maintaining and expanding the knowledge and skills of

Human Factors. Target group Aviation staff Aviation organizations certified according to EASA Part-145 Number of Participants max.15 Course outline Impact of human factors and human performance with examples from

aviation point of view on interpersonal human behavior and handling of aviation technology and equipment at work.


58

Aviation Legislation Duration 16-32 hours Objectives Imparting required knowledge and skills of recent aviation legislation and regulations Target group Aviation staff and related occupations Course outline

• International aviation legislation framework • Role of international and civil aviation organizations • Role of EASA • Role of member states • Role of „Application for membership in the JAA- authority body“ • Relationships between part-145, part-66, part-147 and part-M • Relationships to other air traffic control (ATC) authorities

EASA Part-66, Part-145 and OPS Detailed knowledge of part-66, part-145, JAR-OPS and part-M

• Certificates for aviation companies • Responsibilities of aviation companies • Documents to be carried alongside • Aircraft identification

• Documentation • Maintenance programs • Maintenance checks and inspections

• Documentation records • Maintenance documentation: Maintenance handbooks, • Structure repair handbooks, illustrated parts catalogue etc.

• National aviation legislation / international aviation legislation

Master Minimum Equipment Lists, Minimum Equipment List Dispatch Deviation Lists Airworthiness instructions Service-Bulletins, manufacturer service information

• Changes and repair Certificate TRAINICO - Certificate

59

English for infrastructural and service areas Duration 20 hours per 45 minutes Objectives Announcements in English on a high linguistic level Target group Service staff Participants 8-12 Prerequisites Basic English language skills Course outline 1. Technical topics Check-in Passport and security checks Take-off Arrivals Emergencies 2. Linguistic topics Vocabulary - general and technical Idiomatic expressions and terminology Pronunciation Intonation Presentation Certificate TRAINICO - Certificate English for operative and service areas – handling of regulations and legislation

Duration 20 hours per 45 minutes Objectives Handling (reading and editing) of original documentation from various sectors Target group Specialized staff for passenger check-in, operative and aircraft ramp servicing, cargo, lost & found Participants 8-12 Prerequisites Good command of the English language Course outline 1. Technical topics Handbooks (i.e. TIM) Notes Regulation and legislation National and international airline-specific regulations Travel and freight documents 2. Linguistic topics General and technical vocabulary to understand Original documentation Relevant grammatical structures Idiomatic expressions and terminology

Reading skills and learning techniques for effective language acquisition and sage on a daily basis


u

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English for operative-/service areas - communication in security perimeter and during security control Duration 40 hours per 45 minutes Objectives To communicate with passengers in security perimeters and during security control Target group Security staff Participants 8-12 Prerequisites Basic English language skills Course outline 1. Technical topics Terminal Layout Airport infrastructure Pictograms Security regulations Regulation and legislation 2. Linguistic topics General and technical vocabulary to understand Original documentation Relevant grammatical structures Idiomatic expressions and terminology English for communication

Reading skills and learning techniques for effective language acquisition and sage on a daily basis

Certificate TRAINICO - Certificate English for infrastructural and service areas – service in aviation Duration 20 hours per 45 minutes Objectives Service-oriented communication with passengers Target group Service staff Participants 8-12 Prerequisites Good command of the English language Course outline 1. Technical topics On the airport Terminal Layout / airport infrastructure / Infrastructure / Pictograms / public transport facilities / Giving directions Information / customer service Flight reservations / ticket purchasing / check-in 2. Linguistic topics Customer-oriented English for service purposes Technical terminology and general vocabulary Idiomatic expressions and terminology Polite English Certificate TRAINICO - Certificate

u

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Technical English for aviation maintenance staff Level I Basics – all occupations Duration 40 hours per 45 minutes Objectives Understanding (Reading and translating) of original maintenance documentation for beginners up to intermediate learners Target group Maintenance staff Participants 8-12 Prerequisites Basic English language skills Course outline 1. Technical topics Structure and major structural components of aircraft Regulation and legislation State-of-the-art checking and repair methods Original documentation 2. Linguistic topics Basic and technical vocabulary to understand Simple documents Simple grammar structures (simple present, passive, comparison, Imperative etc.) Reading skills and learning techniques for effective language acquisition and sage on a daily basis Certificate TRAINICO - Certificate

u

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Technical English Level II – aircraft mechanic Duration 40 hours per 45 minutes Objectives Handling (reading and editing) of original maintenance documentation for advanced learners Target group Aircraft mechanic, maintenance staff Participants 8-12 Prerequisites Good command of the English language Completion of course level I Course outline 1. Technical topics Original documentation Job cards Handbooks Service Bulletins Objections TLB, GLB, MEL, CDL 2. Linguistic topics General and technical vocabulary to understand Original documentation Grammar structures for advanced learners (relative clauses, gerunds shortened sentences etc. Reading skills and learning techniques for effective language acquisition and sage on a daily basis Certificate TRAINICO - Certificate

u

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Technical English Level II - Aircraft electronics technician Duration 40 hours per 45 minutes Objectives Handling (reading and editing) of original maintenance documentation for advanced learners Target group Aircraft mechanic, maintenance staff Participants 8-12 Prerequisites Good command of the English language Completion of course level I Course outline 1. Technical topics Original documentation Job cards Handbooks Service Bulletins Objections TLB, GLB, MEL, CDL 2. Linguistic topics General and technical vocabulary to understand Original documentation Grammar structures for advanced learners (relative clauses, gerunds shortened sentences etc. Reading skills and learning techniques for effective language acquisition and sage on a daily basis Certificate TRAINICO - Certificate

u

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Technical English Level II – aircraft mechanic - manufacturing Duration 40 hours per 45 minutes Objectives Handling (reading and editing) of original maintenance documentation for advanced learners Target group Aircraft mechanic, maintenance staff Participants 8-12 Prerequisites Good command of the English language Completion of course level I Course outline 1. Technical topics Original documentation Job cards Handbooks Service Bulletins Objections TLB, GLB, MEL, CDL 2. Linguistic topics General and technical vocabulary to understand Original documentation Grammar structures for advanced learners (relative clauses, gerunds shortened sentences etc. Reading skills and learning techniques for effective language acquisition and sage on a daily basis Certificate TRAINICO - Certificate

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Business English - Module I – Fundamentals Duration 40 hours per 45 minutes Objectives Imparting professional and confident communications skills in order to communicate with international business partners and to master business communication (Achieving B1 level) Participants 8-12 Prerequisites Basic command of the English language (Level A2) Course outline 1. Technical topics Welcome and Introducing Daily situations and small talk Company profile Office organization Visitor reception Business trips Correspondence 2. Linguistic topics English for communication Polite English Idiomatic expressions and terminology Interactive usage of phrases in role play Certificate Test TRAINICO - Certificate

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Business English - Module II – Telephoning Duration 20 hours per 45 minutes Objectives Imparting professional and confident communications skills in order to communicate

with international business partners and to master business communication via telephoning (Achieving B1 level)

Participants 8-12 Prerequisites Basic command of the English language (Level A2) Course outline 1. Technical topics Accepting and answering of incoming calls (welcome, introduction) Exchanging business contact information (numbers, spelling) To ask and to answer questions Polite English To take down / leave messages and notes To transfer incoming calls / to arrange for call-back To solve problems To finalize calls 2. Linguistic topics English for communication Polite English Specific phonetics and intonation Idiomatic expressions and terminology Interactive usage of phrases in role play Certificate Test TRAINICO - Certificate

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Business English - Module III – Advanced Duration 40 hours per 45 minutes Objectives Imparting professional and confident communications skills in order to communicate with international business partners and to master business

communication (Achieving B2 level) Participants 8-12 Prerequisites Good command of the English language (Level B1) Course outline 1. Technical topics Inquiries and proposals Informal meetings and conferences Presentation Moderation Discussion Negotiation Customer complaint management 2. Linguistic topics English for communication Polite English Idiomatic expressions and terminology Interactive usage of phrases in role play Certificate Test TRAINICO - Certificate

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Our Partners / References

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Inquiry Venue Lufthansa-Trainingcenter Telephone: 030 8875 5080 Berlin – Schönefeld Telefax: 030 8875 5081 Schützenstr. 10 E-Mail: [email protected] 12526 Berlin Internet www.trainico.de Seminar/ Seminar id code …………………………………………………..

Desired date …………………………………………………..

Training venue …………………………………………………..

Number of participants …………………………………………………..

Inquirer

Name, first name Mr./ Mrs. .....................................................

Company, sector ......................................................................

Street ......................................................................

Zip code/town ......................................................................

Tel ......................................................................

Fax ......................................................................

E-Mail ......................................................................

This document is based on the general training and service guidelines of Trainico- Training und Ausbildung Cooperation in Berlin Brandenburg GmbH. ........................ ................................................ Place, Date Signature

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Kontakt Peter Metz Business Development Manager

030 / 8875 - 5080 030 / 8875 - 5081 [email protected]

Adresse TRAINICO Training und Ausbildung Cooperation in Berlin Brandenburg GmbH Schützenstraße 10 12526 Berlin

Anfahrt

70

Kontakt Peter Metz Business Development Manager

030 / 8875 - 5080 030 / 8875 - 5081 [email protected]

Adresse TRAINICO Training und Ausbildung Cooperation in Berlin Brandenburg GmbH Schützenstraße 10 12526 Berlin

Anfahrt