كارين Grafftey-Smith

Leadership Trainer في Emirates Airline

• الإمارات العربية المتحدة - دبي
• يونيو 1997 إلى يونيو 2009

Trainer Cabin Crew LeadershipApril 2007 to June 2009:Developing existing Cabin Crew in all aspects of Leadership and on-board Management at Senior Flight Steward(ess) and Purser level.SFS Programme coursesManaging Passengers included:How to be Customer Centric, Management of Frequent Flyers, Emotional Intelligence, Active Listening, Empathy, Conflict Management and Service recovery.Professional Image included:Situational Leadership, Assertiveness, and Cultural Awareness - Hofstede’s classifications.Managing Crew and Resources included:Decision Making, Delegation, Mediation, Conflict Management and use of Confrontation Model and Motivation - McGregor’ X and Y theory.Professional Knowledge included:Report writing, Completing Performance Appraisals, Giving performance feedback and Conducting pre-flight Briefings.Purser Programme courses:Team-building strategies, Recognizing and achieving EK Corporate Values, Customer Relationship Management, Conflict Management, Culture - Hofstede / Maslow, Personality profiles - Kiersey’s temperament sorter and Perceptual positioning conceptIn both of the above development programmes, I conducted Review Meetings with Crew Managers to ascertain the competency of the candidate for promotion. This involved an interview-type discussion using a coaching style, assessment of examples provided and giving balanced, constructive feedback.Training Mentor -Ab-initioMay 2004 to Jun 2007:Program Management: Successfully managed the cabin crew training process commencing with needs analysis, review and design, preparation and delivery. Liaised with Recruitment, Uniform Stores, Safety & Security, First Aid and Cabin Crew Managers to ensure trainees requirements were completed as per standards. Program Development: Lead continuous program assessment of training within Emirates to ensure innovative methodologies were deployed and rigorous assessments applied.Program linkage: Supported and developed associated curriculums through extensive partnerships