Communication & Interpersonal Skills Training (2 Days)

This highly interactive two-day program equips participants with the communication, interpersonal, and emotional intelligence skills needed to build trust, manage difficult conversations, and handle workplace and customer interactions with confidence and professionalism. Through practical exercises, self-assessments, role plays, and real-world scenarios, participants develop clarity in messaging, cultural awareness, assertive communication, and effective strategies for managing conflict and customer complaints—while maintaining emotional control under pressure.

By the end of this program, participants will be able to:

• Understand the communication process and overcome common verbal and non-verbal barriers to improve message clarity and impact
• Apply active listening techniques and interpret non-verbal cues to build      rapport, trust, and stronger professional relationships
• Communicate effectively across cultures by recognising personal biases, cultural      diversity, and the business value of cultural competence
• Identify personal communication and assertiveness styles, and confidently shift      between passive, assertive, and aggressive behaviours
• Use assertive communication techniques to manage conflict, say “no”      professionally, and protect individual rights and responsibilities
• Apply emotional intelligence principles to manage emotions, de-escalate tense      situations, and handle challenging or aggressive customers
• Respond to complaints professionally using structured complaint-handling,      escalation, recovery strategies, and follow-up processes to rebuild trust

Method of Delivery

• In-Person: Instructor-led, highly interactive sessions delivered at your workplace or training venue, featuring group discussions, role plays, case studies, and      practical exercises.

• Online (Virtual): Live, facilitator-led sessions delivered via a virtual platform, incorporating breakout rooms, interactive polls, real-time discussions, and practical application activities to ensure engagement and learning transfer.

This practical two-day program strengthens participants’ ability to plan, prioritise, and organise effectively within complex, safety-critical environments. Designed for round-the-clock operations, the course helps participants move from reactive to proactive management by applying proven planning frameworks, time management tools, and organisational techniques that balance safety, efficiency, and operational performance.

By the end of this program, participants will be able to:

• Understand  key planning and organisational challenges in operations and their impact on safety and performance
• Set clear, measurable objectives using SMART goals, and prioritise work using      tools such as the Eisenhower Matrix and Pareto Principle
• Apply effective time management techniques, including time blocking, planning      rhythms, and strategies to reduce multitasking in safety-critical situations
• Organise workspaces, information, and communications using practical tools such as 5S, email management, and digital or analogue planning systems
• Manage interruptions and competing demands by distinguishing genuine emergencies from routine operational issues
• Plan and manage projects effectively using timelines, Gantt charts, critical path analysis, and structured action plans
• Improve meeting effectiveness and delegation by setting clear objectives, tracking      actions, and matching tasks to team capabilities.

Method of Delivery

• In-Person: Facilitator-led, highly interactive sessions delivered at the airport or      training venue, using case studies, operational scenarios, group discussions, and practical exercises relevant to corporate environments.

• Online (Virtual): Live, instructor-led virtual sessions using breakout rooms,      interactive tools, real-time scenarios, and practical activities designed      for operational and managerial roles.

This intensive two-day program equips professionals with the skills to design and deliver clear, confident, and persuasive presentations in high-stakes operational environments. Participants learn how to structure messages, engage diverse stakeholders, present data with impact, manage questions confidently, and deliver both in-person and virtual presentations with professionalism and credibility.

By the end of this program, participants will be able to:

• Structure short and extended presentations effectively, including compelling      openings, logical flow, and impactful conclusions
• Adapt presentation content, tone, and style for diverse aviation stakeholders,      considering cultural and organisational expectations
• Design clear, professional presentation materials using best-practice slide      design, charts, data visualisation, and brand guidelines
• Deliver presentations with confidence using effective voice control, body      language, eye contact, and techniques to manage nervousness
• Use storytelling, examples, and evidence to communicate complex airport data      and influence decision-making
• Handle objections, difficult questions, and challenging audiences while      maintaining credibility and composure
• Deliver engaging in-person and virtual presentations using Microsoft Teams or      Zoom, supported by interactive tools and contingency plans

Method of Delivery

• In-Person: Highly interactive, facilitator-led sessions featuring live presentations,      aviation-based case studies, peer feedback, and practical delivery practice.

• Online (Virtual): Live virtual workshops using breakout rooms, polls, annotation tools, and guided practice to build confidence and effectiveness in remote presentations.