AACO

AACO Regional Training Center (RTC) continues to provide an essential service to the Arab airlines and the Arab aviation community at large. Since its establishment in 1996, AACO RTC has contributed to the human resources development for more than 23000 of aviation family members, who sought to improve their skills and knowledge in order to better serve their airlines and indeed to better serve the traveling public through maintaining the highest level of safety, security, operational efficiencies, and service delivery.

AACO RTC also expanded its coverage through a number of cooperation activities with IATA, Helwan University, Industry Partners, and many more in order to provide the men and women who work in aviation with additional opportunities to strengthen their passion to this industry with vocational and academic learning.

A number of aviation Executives were able to attain better careers by achieving Master’s Degrees in aviation management. They were also able to contribute to their own airlines a higher level of vision that helps those airlines to meet the intense competitive pressures that the industry lives with.

Airlines invest heavily in all aspects of aviation. However the first, foremost and greatest type of investment remains the investment in their human capital.

We hope to be of service to you.

Abdul Wahab TeffahaSecretary General

Table of Content

Table of Content

Introduction

About AACO 4

AACO Mission 4

AACO Objectives 4

AACO member Airlines & homebase 5

AACO Regional Training Centres (RTC) 5

Benefits of ACCO RTC's 6

Associates & Partners 7

In-house Training 12

Scholarships Program 12

Academic Programs and Professional Diplomas

Master in Air Transport Management Program (MAM) 14

AACO Diploma Program 18

Airline Marketing & Sales Diploma 19

Airline Management Diploma 20

Aviation Disaster Management Diploma 21

Cargo Management Diploma 22

Human Resources Management Diploma 23

Aviation Security Management (AVSEC PM) 24

General Information

How To Register? 86

Events of 2012 87

Certification & Accreditations 88

Courses

Courses Calendar 2013 28

Introduction

Introduction

Introduction

About AACO

AACO Mission

AACO Objectives

The Arab Air Carriers Organization (AACO) was established in 1965 by resolution of the Council of the Arab Transport Ministers working within the framework of the Arab League States. AACO is therefore the Regional Association of the Arab Airlines who have their home based in countries that are members of the Arab League. AACO evolved from a small, mainly statistical organization to become one with a defined structure covering the most important areas of Air Transport through functional departments & specialists.

To promote cooperation amongst Arab airlines & serve their common interest through service excellence.

• To support the Arab airlines’ quest for highest safety and security standards.

• To support the Arab airlines’ quest for developing their environmental policies for processes in harmony with the environment.

• To actively contribute in the development of human resources.

• To interact with the regulatory bodies to support and protect the interests of the Arab airlines.

• To launch and serve joint projects between member airlines with the objective of embracing best practices to assist the airlines in serving their customers within strict adherence to competition laws.

• To provide forums for members and for industry partners to enhance the knowledge base and improve cooperation amongst them.

• To reflect the positive image of The Arab Airlines Globally.

4

Introduction

Introduction

AACO Regional Training Centres (RTC)

AACO member Airlines & homebase

AACO member airlines were established in the following sequence

The first AACO Regional Training Centre (RTC) was established in Amman in 1996 to serve as the main hub for most regional training activities & facilities. Due to increasing demand, AACO RTC expanded its regional scope in 1999 & introduced various courses offered in Beirut & Cairo.

AACO’s home base comprises the following countries:

Arab Republic of EgyptBahrainComorosDemocratic Republic of AlgeriaMoroccoDjiboutiHashemite Kingdom of Jordan

Kingdom of Saudi ArabiaKuwaitLebanonLibyan Arab JamahiriyahMauritaniaOman

PalestineQatarRepublic of SudanRepublic of YemenSomaliaSyrian Arab RepublicTunisiaUnited Arab Emirates.

S Airline Year S Airline Year1 Egypt Air 1932 15 Libyan Airlines 1964

2 Saudi Arabian Airlines 1945 16 Emirates 1985

3 Middle East Airlines 1945 17 Nouvel air 1989

4 Iraqi Airways 1945 18 Qatar Airways 1993

5 Syrian Arab Airlines 1946 19 Oman Air 1995

6 Sudan Airways 1946 20 Palestinian Airlines 1995

7 Tunis Air 1948 21 Afriqiyah Airways 2001

8 Gulf Air 1950 22 Etihad Airways 2004

9Trans Mediterranean Airways

1953 23 Jordan Aviation 2004

10 Air Algerie 1953 24 Air Arabia 2004

11 Kuwait Airways 1954 25 Air Cairo 2007

12 Royal Air Maroc 1957 26 Felix Airways 2010

13 Yemen Airways 1962 27 RotanaJet 2011

14 Royal Jordanian 1963

5

Benefits of ACCO RTC's

If you agree that your staff and the development of your human capital are key assets worth investing in, then AACO RTC is the answer for your needs to sharpen your competitive edge & make your organization more successful. In every step, RTC will do their utmost to guarantee that learning and training processes are facilitated & the optimal results are reached.

AACO RTC became the focal point for aviation training in the region & beyond.RTC has successfully established itself as a valuable partner in human resources development for air carriers & aviation-related organizations around the world, including airline staff from various parts of the world among its trainees.

AACO RTC can provide training courses that virtually cover all aspects of the air transport industry in different parts of Arab world through its agreements with training centers of some member carriers which are conveniently located in major cities in the Middle East including Amman, Cairo, Tunis, Beirut & Abu Dhabi.

Through AACO RTC intensive courses, participants will gain thorough knowledge and receive training on the widest range of subjects and issues related to aviation & air transport. The courses are conducted all year round & feature a multi-media approach.

Instructors employ various tools such as lectures, open discussions, round tables, case studies, role playing, video instruction and computer training where applicable.

Moreover, AACO RTC is introducing customized in-house training courses that are cost effective. AACO RTC also offers consultancy services with internationally recognized experts & professionals at a very competitive rate.

Introduction

Introduction

6

Associates & Partners



Aviation Training and Development Institute (ATDI) Of International Air Transport Association (IATA)

A partnership agreement between AACO and the IATA Aviation Training & Development Institute (ATDI) fuses the aim of both associations to upgrading the professional standards of air transport industry personnel. With IATA's highly qualified course instructors and training assistance, RTC is able to provide top-quality, performance-oriented training to participants.

AACO RTC promotes human resources development in the Aviation industry in partnership with the Air Business Academy (ABA). ABA was established in 1990 when 5 leading European companies, Aerospatiale, Airbus Industries, Alenia, British Aerospace and Daimler-Benz Aerospace- joined together to create a learning institution to meet the aerospace industry’s increasing need for effective marketing, sales and commercial staff and to promote superior customer service. ABA provides training for the aerospace industry with highly experienced professionals who are active in the aerospace industry.

The former Royal Jordanian Training Centre which is now corporatized under the name of Jordan Airline Training & Simulation (JATS), in conjunction with AACO, JATS provides AACO with qualified instructors, approved material and practical training on site at their facilities.

GAT is a British institute specialized in cockpit & cabin crew management training, CRM, Terror & Threat on Board an aircraft and First Aid. GAT is one of the most highly recognized European Training Centres which provides training programs for preparing instructors. This allows AACO to reach one of our main goals so we may develop and improve the Human Resources and training capabilities of our member airlines. Global Air Training is certified and approved by UK CAA, JAA, ICAO and FAA.

Air Business Academy (ABA)

Global Air Training (GAT)

Jordan Airline Training & Simulation (JATS)

7

EGYPTAIR Training Centre

Air France Consultancy

It is one of the training centres that belongs to a member Airline and is certified and approved by EGY CAA & EASA. The newest building consists of a state of the art training facilities, which illustrates the degree of commitment that the EGYPTAIR Training Centre has to excellence.As per a protocol agreement between AACO and EGYPTAIR Holding Company, they were generous enough to host a branch for the AACO RTC inside the ‘S’ Building.

As a 100% subsidiary company of the Air France Group, Air France Consulting can rely on their extensive knowledge and experience to provide the best possible training for our members. Air France consultants and experts are the very same professionals who have contributed to Air France’s success and who today are making their experience available to AACO RTC. It is approved by the French CAA, JAR and FAA.

It is one of the training centres belonging to a member airline and is certified and approved by the Lebanon CAA, EASA and FAA. Their safety training facilities are used for training to qualify and license staff in certain Commercial and Technical areas of specialization, as per an agreement between AACO and Middle East Airlines Training Division.

It is one of the training centres that belong to a member Airline and is certified and has a reputable reputation. Their training facilities are being used for training as per a protocol agreement between AACO and Tunis Air Training Division.



Middle East Airlines Training Centre

Tunis Air

8

Etihad Airways Training Centre

Lufthansa Systems

Helwan University

Since 2008 AACO has aimed to expand its activities by conducting courses in cooperation with Etihad Airways the National Airline of the United Arab Emirates, the courses are held at the new Etihad Airways Training Centre located in Abu Dhabi.It follows a successful period of collaboration between the two organizations during the past year when AACO held aviation courses for personnel working with member airlines at the Etihad training academy.The new agreement will allow AACO to conduct the Aviation Security (AVSEC) Professional Management Program at the training academy.

Lufthansa Systems is one of the world’s leading IT service providers for the airline and aviation industry including consulting, application development and implementation, and a reliable 24-hour operation. Their portfolio addresses all airline business processes and includes services for passenger and cargo handling, flight operations, and aircraft maintenance and repairs. AACO has been conducting E-ticketing courses in cooperation with Lufthansa systems since 2005. These courses were the first of their kind in the MENA region, and their aim was offering a technical clarification for all the aspects of the E-Ticketing in General.

Helwan University is a prestigious Egyptian university located in Helwan, Cairo and is famous for its distinctive specializations and professional qualified staff.AACO has successfully signed a cooperation protocol with Helwan University in 2006 to conduct a Masters specializing in Air Transport Management Program (MAM). MAM is designed by and with the help of experienced and internationally renowned professors and instructors. The first group of MAM Program started on 7th Feb. 2009.



9

Jeppesen Aviation

John Molson School of Business, Concordia University

The University of Balamand (UOB)

A subsidiary of Boeing Commercial Aviation Services with over 70 years of industry leading expertise Jeppesen deliver solutions that integrate people, processes and technology to deliver safety, efficiency and economy to air, sea and rail operators around the world.Jeppesen makes it possible for people around the globe to safely and efficiently reach their destinations on a daily basis. Jeppesen were also kind enough to sponsor a fully equipped classroom at the AACO RTC Cairo branch, after concluding that we were one of the leading training providers in the Middle East and Africa region and a part of a successful and reputable regional Airlines organization.

One of Canada’s leading business schools, named after one of the country’s most prestigious business leaders John Molson, the primary purpose of the John Molson School of Business is to graduate employable students who are responsible community citizens. They place strong emphasis on research and scholarship and aim to create an intellectual climate in which varied inquiry about the theory and practice of management can flourish.AACO has approved a professional services proposal offered by the John Molson Executive Centre concerning a customized corporate education which includes a number of courses offered by John Molson, and the first course were conducted in February 2008 under the name of Aviation Security Professional Management (AVSEC) PM course. Five successful AVSEC PM courses have been conducted during the last five years.

The University of Balamand (UOB) is a private, non-profit, independent institution of higher learning which was founded in 1988 by His Beatitude Patriarch Ignatius IV, Patriarch of the Antiochian Orthodox Christian Church. It is conscious of its educational and cultural role in the Arab region and in the World. With the support of AACO, the Balamand DUT three-year university degree programs in Aircraft Maintenance Technology were designed to direct local youth to a challenging and much needed technological gap in the market. The Balamand DUT is fully certified and approved by the Lebanese Ministry of Education and Higher Education and the Directorate General for Civil Aviation.



10

KENYON (International Emergency Services)

Emirates Group Security

Pilot Training College

KENYON is the only firm to offer a single integrated service to respond to the loss of human life. KENYON is the oldest and most experienced firm of its type with over 100 years of direct involvement in more than 300 crisis events. All services are under the direct control and management of full-time Kenyon staff. AACO is offering Emergency Response Planning and Disaster Management training through its cooperation with Kenyon to train middle management staff and emergency response teams.

Emirates Group Security is a multi-faceted organization that formulates and administers security strategies and measures throughout the Emirates network.It offers the group expertise across a variety of security operations.The Training division delivers practical training for all operational staff both on the ground and in the air. AACO held aviation courses for personnel working with member airlines at the Emirates Group Security Training Academy.According to a training cooperation protocol signed between AACO and Emirates we are able to conduct the Aviation Security Professional Management Program (AVSEC PM) at the Emirates Aviation College in Dubai.

Pilot Training College (PTC) is one of Europe’s leading JAA/EASA approved flight training organisations. They train and produce ‘Airline Ready’ graduates through world class training and instruction.Through cooperation between AACO and PTC, PTC will provide Arab member Airlines pilots a conversion training program from FAA system to the European system which will be required in the Arab region during the next few years.In June 2010, PTC was confirmed as an official ab-initio training partner of Qatar Airways. This international partnership will mean that Qatar Airways cadet pilots will begin their training with PTC in 2011 under the mentored cadet pilot scheme and FAA-JAA ATPL/IR Conversion Programme.



11

In-house Training

Scholarships Program

AACO RTC is keen on cutting training costs for their members. Training your staff in-house will cut travel expenses & reduce fees by training more people for less cost.In addition to our regular courses scheduled for the year 2013, AACO RTC can offer many in-house courses at your premesis. These courses will be specially tailored to meet your requirements, & we can gladly assist you in tailoring & desinging these courses.

Please visit our website (www.aaco.org/training) to stay up to date with the latest list of Courses that we can offer you in many fields like:

• Commercial Courses

• Cargo Courses

• Technical Staff Courses

• Crew Related Courses

• Customer Loyalty and E-commerce Courses

• Safety, Security & Emergency Response Planning Courses

• Trainers Courses

• Aviation Management Courses & Soft Skills

The Scholarship Program was established in cooperation with our Industry Partners through a yearly contribution to the benefit of our member Airlines staff to cover their participation in any of AACO Training Centres’ Courses free of charge.Industry partners allocate a certain number of scholarships to AACO members according to their commercial relations with each airline, airlines are allowed to amalgamate some scholarships on a limited basis to conduct in-house courses at their home base and must be used before their expiration.

Please contact [email protected] for further information

In-house Training / Scholarships

In-house Training / Scholarships

12

Academic Programs and Professional Diplomas

Master in Air Transport Management Program (MAM)

Master in Air Transportation Management Program (MAM)

A protocol was signed between AACO and Helwan University in Egypt, representing the AACO Regional Training Centre and the Faculty of Tourism & Hotel Management to conduct a Master degree Program specialized in Aviation Management Program (MAM), in corporation with EGYPTAIR airlines Co.This program is considered to be the second of its kind that grants this specialized degree in the Middle East region. This contributes to increasing the efficiency of Human Resources in the airline industry, and it is the first to be adopted by AACO.

• To provide the candidates with an internationally accredited standard of post graduate education specializing in Aviation Management.

• To develop the ability of participants from Airlines, Civil Aviation authorities and airports to operate effectively and manage the rapid changes in the regulatory, economical and political domains.

• To provide a highly integrated program, relevant to the current situations.

• To bring practical business and professional experience as well as academic background combined in one program.

Objectives of the Program

14



Program Contents

The program consists of six modules plus a performance module research paper

Foundation Segments 10 credit hours

Integration Segment Select 8 credits only

Module (1)

Module (2)

Name of course Elective / Mandatory Credit hoursNumber of

days

Introduction to Aviation Industry

Mandatory Course 2 credits 3 Days

Operations Management (Commercial Operation)


Team Building Seminar Mandatory Course No Credit 3 Days

Research Methodology Mandatory Course No Credit 3 Days


days

Microeconomics & Business Environment


Decision Making Tools Mandatory Course 2 credits 3 Days

Financial Management Elective Course 2 credits 3 Days

Accounting Elective Course 2 credits 3 Days


days

Airline Business Development Mandatory Course 2 credit 3 Days

Human Resources Management

Mandatory Course 2 credit 3 Days

Management Control Systems Elective Course 2 credit 3 Days

Module (3)Title of thesis should be selected and proposals should be conducted.

15

Module (4)

Module (5)

Module (6)

Name of course Elective / Mandatory Credit hours Number of days

Marketing of Services Mandatory Course 2 credit 3 Days

Air law and International legislations

Elective Course 2 credit 3 Days

Strategy, Strategic Decision Science



Marketing in Aviation Industry:


Airline Network Management


Principles of Economics in Air Transport Industry


Cargo Business Development & Global Supply Chain Management



Strategic Management for Aviation Industry


Financial Management for Airports and Airlines


Aviation Safety Management


Aviation Security Management




Core Modules Select 15 credits only

16

Module (7)

Program Fees

PERFORMANCE SEGMENT Research Paper (5 credits)

The research paper is meant to test the ability of the candidate to select a topic of his/her own choice, give it a framework and analyze it in a manner that yields meaningful recommendations. The research paper is a written paper or report of empirical or theoretical research in connection with a practical or theoretical topic in a relevant field of study in the MAM Program. It is an independent study, coached by a professional staff member. The elective is supposed to result in a written report in which the problem formulation is elaborated and the thesis has been worked out methodologically by means of adequate research. The paper may be in the form of a (practical) consultancy report or a scientific (publishable) paper.

With the Compliments and Best wishes of:The Faculty of Tourism and Hotel Management, Helwan University,Arab Air Carriers Organization and EGYPTAIR Airlines Co.

For more information on documents needed and qualifications required please visit our website www.aaco.org/training and go to the MAM link.

The total fees for the Masters in Air Transport Management program are 6600 USD (not including books and references), to be paid in 3 Installments as follows:

• 2200 USD upon acceptance for admission, in addition to registration fees for non-Egyptians of an amount of GBP 1200.

• 2200 USD before the beginning of the Second segment.

• 2200 USD before the beginning of third segment.



17

AACO Diplomas

Special offer for airlines:

AACO Diploma Program

AACO Diploma Program

The evolving airline industry requires ongoing training, update of knowledge, and the current down cycle of the world economy derives us to concentrate on developing capabilities of middle and top management, and adopt several plans to prepare future leaders.AACO in cooperation with its consultants had developed five professional Diplomas under the following Names:

1. Airline Marketing and Sales Diploma.

2. Airline Management Diploma.

3. Aviation Disaster Management Diploma.

4. Cargo Management Diploma.

5. Human Resources Management Diploma.

AACO Diploma program is now one of the many additional services and activities that have been added to AACO’s main services list.

A diploma will be awarded by the Arab Air Carriers Organization (AACO) to those who successfully complete five courses within a maximum period of 3 years.

If the applicant for the diploma had completed an IATA course relevant to the required diploma, a maximum of one IATA course certificate could be included in the sum of the five courses to qualify for AACO diploma

Candidates who complete the five courses should send a clear copy of the five certificates of these courses to AACO Training Centers (ATCs) to the following address:

[email protected]

AACO training centres in line with its vision for providing cost effective quality training, allow for the above mentioned diplomas to be conducted inhouse at any airline’s premises at a competitive rate, and may also benefit fom the discounted rate offered for collective courses.

Each airline can train up to 24 participants on each diploma that can be scheduled to be finalized within a period of 6 months also more savings can be achieved through conducting collective courses and save on each course certificate fees.

18

Airline Marketing & Sales Diploma



The Mandatory Course

List of elective courses(Choose four courses from the following courses)

Course Name Duration

Airline Marketing & Sales 5 Days


Strategic Management 3 Days

Leadership Development 5 Days

Cost Reduction Strategies 4 Days

Creating Airline Alliances & Partnership 3 Days

Developing your managerial mindset 3 Days

Managing Distribution Channels and Cost 3 Days

Managing Customer Service organization 5 Days

Fleet Planning Seminar 3 Days

Airlines Commercial Challenges and Regulatory Issues 5 Days

Advanced Sales Strategies 2 Days

Revenue Management for Practitioners 3 Days

Scheduling & Slot Coordination 4 Days

Fraud Prevention 4 Days

Negotiation Skills 3 Days

Network planning and Route Analysis 4 Days

Contracting in Airline Business 4 Days

Airline Costing - Measuring the Profitability of Routes and Products 4 Days

Air Law and air transport agreements 4 Days

Each candidate has to complete five courses, (1) mandatory course and (4) elective courses (from the below mentioned list)

19

Airline Management Diploma




Introduction to International Aviation and Air law 6 Days





Ramp Safety 4 Days

Managing an Airline Station 5 Days

Office Management Techniques 3 Days

Human Resource for non human resources Managers 3 Days

Flight Operation Management 5 Days

Managing the Airline Promotion Mix 3 Days

Managing Customer Service organization 5 Days

Professional Skills for Cabin Crew Instructors 5 Days

Ground Handling Agreements 5 Days

Commercial Agreements 3 Days

Air law and Air Transport Agreements 4 Days

Fraud Prevention 4 Days

Contracting in Airline Business 4 Days

Train the Trainers (professional Skills for Instructors) for Handling Unruly Passengers

5 Days

Fuel Management 4 Days

Advanced Train the Trainers 5 Days

Negotiation Skills 3 Days



20

Aviation Disaster Management Diploma

Each candidate has to complete the following five courses:

Course Name DurationAviation Emergency Response and Crisis Management 5 Days

Exercises for Aviation Crisis Management 2 Days

Crisis Management for Station Managers 2 Days

Family Assistance Centre and Special Assistance Team management 3 Days




Effective response operations to aviation emergencies require the twin components of quality people making informed decisions and a pre-incident program of planning, training and exercises. By understanding the components of a crisis and the key events that can be expected, managers can put their own responsibilities and those of their colleagues into proper context and be better prepared to manage the demands of response operations.

AACO through its cooperation with KENYON International, the most reputable international disaster management organization, is offering a post graduate diploma in Aviation Disaster Management to train middle management staff and emergency response team. This diploma will include both the technical part and the management part.

21

Cargo Management Diploma




Basic Cargo Rates & Procedures 6 Days


Initial Dangerous Goods Regulations 6 Days

Shipping Perishables 3 Days

Live Animals Transportation Regulations 3 Days

Airline Cargo Accident Investigation & Prevention 5 Days

Airline Cargo & Mail Security 5 Days

Cargo Marketing & Business Development 5 Days

Air Law and Air transport Agreements 4 Days

Leadership & Decision Making 3 Days

Airline Cargo Management 5 Days




22

Human Resources Management Diploma




Principles of HR Management 5 Days

Performance of Training & HR Development 4 Days


Selection and Recruitment Criteria 3 Days

Staff Retention 3 Days

Each candidate has to complete the following five courses

The AACO Diploma in Human Resources is a comprehensive program designed for Junior HR staff, Seniors, Potential Managers and Managers (with staff responsibilities) at all levels. This newly designed program follows an integrated approach and offers detailed and specialized insight into modern Human Resources. It consists of five interrelated modules, each to be completed with a written exam.

The program offers strategic insight into modern Human Resources Management based on academic models from recognized Universities and industry Leaders. The delivery method is highly practice oriented: it includes individual and group exercises, simulations, pre-/post-course assignments and ensures the inclusion & active participation of each attendee. These seminar-style courses will further allow participants to bring in examples from their own experience and current organizational challenges for further analysis, investigation and problem solving.

23

Aviation Security Management (AVSEC PM)


24



25

Project M

anagement

Com

munication S

kills

Project Management Essentials

International Negotiation Skills

Airport StrategicManagement

Principals of Fraud Examination

Customer Service& VIP Handling

Predictive Passenger Screening

Strategies for S

mall C

arriers

Effective Negotiation Behaviors

Security Audits & Inspection

Air TransportManagement

for ExecutivesDocumentation Control &

passenger Assessment Man

ager

ial s

kills

for A

irlin

e S

taff

Emergency Response - ICAO SMS for Aircraft Operators


Introduction to International Aviation & Air Law

Stationground H

andling Managem

ent

Principles of Air Transport

Economics

ISA

GO

Train the Trainer forLoad C

ontrol (Aircraft H

andling)

Courses

AACO Training Centres Calendar 2013

Course Name Location Conducted By Date Page No

Selection and Recruitment Criteria Cairo AACO/RTC Jan 22-23 30

Strategic Management Cairo AACO/RTC Jan 29-31 31

Aircraft Accident Investigation Cairo AACO/RTC Feb 03-07 32

Managing an Airline Station Beirut AACO/RTC Feb 18-22 33

Formulating Competitive Airline Strategies

Abu Dhabi AACO/RTC Feb 24-26 34

Air Crew Security Trainer Cairo IATA Feb 24-28 35

Action Centred Leadership ® Training Cairo AACO/RTC Mar 05-07 36

Project Management Essentials Amman IATA Mar 10-14 37

International Negotiation Skills Beirut AACO/RTC Mar 12-14 38

Airport Strategic Management Cairo IATA Mar 17-28 39

Principals of Fraud Examination (finger printing & mobile fraud)

Abu Dhabi AACO/RTC Mar 24-28 40

Customer Service & VIP Handling Beirut AACO/RTC Mar 26-28 41

Predictive Passenger Screening Cairo IATA Apr 01-04 42

Strategies for Small Carriers: Marketing, Alliances and Tourism

Tunis AACO/RTC Apr 01-05 43

Security Audits & Inspection (Quality Control)

Amman AACO/RTC Apr 07-11 44

SGHA-SLA & Effective Negotiation Behaviors Workshop

Cairo IATA Apr 14-18 45

Communication Skills Cairo AACO/RTC Apr 15-17 46

Air Transport Management for Executives

Abu Dhabi AACO/RTC Apr 15-19 47

Passenger Assessment And Travel Document Check

Amman IATA Apr 21-23 48

Managerial skills for Airline Staff Amman AACO/RTC Apr 21-25 49


Cairo AACO/RTC Apr 22-23 50


Amman AACO/RTC May 04-09 51

Stationground Handling Management Cairo IATA May 05-09 52

Principles of Air Transport Economics Cairo AACO/RTC May 12-16 53

ISAGO Train the Trainer for Load Control (Aircraft Handling)

Beirut AACO/RTC May 12-16 54

SMS for Airlines Amman IATA May 19-23 55

Revenue and Network Planning for Airline Managers

Cairo AACO/RTC May 20-23 56



28

Course Name Location Conducted By Date Page No

Dangerous Goods Regulations Amman AACO/RTC May 26-30 57

Managing Airline Alliances and Partnership

Tunis AACO/RTC Jun 03-06 58

Ground Handling Agreements Beirut AACO/RTC Jun 03-07 59

Air Cargo Rating Amman AACO/RTC Jun 09-13 60

Finance of Non-Finance Managers Cairo AACO/RTC Jun 09-13 61

Formation en Service à la Clientèle Tunis AACO/RTC Jun 11-12 62

Management of Aviation Security Amman IATA Jun 16-18 63

The Strategy to Face Competition Abu Dhabi AACO/RTC Jun 18-20 64

Dangerous Goods Regulations – Refresher

Amman AACO/RTC Jun 24-27 65

Aircraft Turnaround Coordination Amman IATA Aug 25-29 66

Business Etiquette Cairo AACO/RTC Aug 28-29 67

Human Resources for Non-Human Resources Staff

Beirut AACO/RTC Aug 28-30 68

Advanced Airlines Sales Strategies Tunis AACO/RTC Sep 02-06 69

Developing Airline-Airport Relationships

Amman AACO/RTC Sep 03-05 70

Healthy Workplace Cairo AACO/RTC Sep 09-10 71

Advanced Train-of-Trainers Cairo AACO/RTC Oct 27-31 72

Call Center Training Cairo AACO/RTC Oct 30-31 73

Safety Management Systems Amman AACO/RTC Nov 03-07 74

Cost Reduction Management in the Airline Industry (French)

Tunis AACO/RTC Nov 04-08 75

Managing People Performance Cairo IATA Nov 03-07 76

Customer Service in Service Organization

Abu Dhabi AACO/RTC Nov 13-14 77

Human Factors in aviation Maintenance

Beirut AACO/RTC Nov 18-21 78

Emergency Response - IOSA (IATA) Audit

Amman AACO/RTC Nov 25-26 79

Internal Audit for Ground Service Providers

Cairo IATA Nov 25-28 80

Air Law & Air Transport Agreement Amman AACO/RTC Dec 01-05 81

Project Management Abu Dhabi AACO/RTC Dec 08-10 82

Aviation Internal Auditor Amman IATA Dec 08-12 83

Project Management Advanced Cairo IATA Dec 08-12 84




29

Selection and Recruitment CriteriaJan 22-23 Cairo

• Learn how to set and prioritize selection & recruitment criteria

• Formulate requirements & qualifications for current and future staff

• Assess current & future employees

• Learn how to set up a recruitment process aligned to corporate objectives

• Managers from all business fields and HR staff

• Anyone involved in recruitment & selection

AACO Training Centres (ATCs)

• Recruitment & selection: more than just a task

• From strategy to recruitment process

• Setting clear and objective criteria – avoid bias

• How to assess skills and personal traits

• Business Cases based on Harvard articles & literature

• Best practices

AACO Members: USD 1000Non AACO Members: USD 1200

How you will benefit?

Who should attend?

Course fees

Course outlines

Selection and recruitment Criteria

Conducted by

30

Strategic ManagementJan 29-31 Cairo

• Learn how to understand the perspective of the CEO/general manager in running an airline

• To learn and understand what it means to “manage strategically”

• To understand the concepts of strategy

• To learn how to formulate and evaluate a business strategy

• To acquire skills in implementing any strategy - especially when faced with resistance

• Commercial, financial, and insurance staff

• Middle Management


• Defining a “business” strategy and how to set “targets”.

• Identifying a firm’s product and market focus

• Identifying the competitive strategy

• Knowing the benefits of strategic planning

• Macro environmental analysis: linking trends to opportunity; identifying real opportunities

• Business environment analysis: competitive analysis, evaluating profit potential, creating and sustaining competitive advantage

• “Business” versus “corporate” strategy

• Generic business strategy types

• Business strategies to be avoided

• Corporate strategy alternatives

• Pitfalls in strategic planning

• Strategy implementation: the relationship between choice and action; organizing the team; building relationships and designing the right organization

• Relating controls to strategy, as well as relating rewards to strategy.

• Matching managers to strategy

• Dealing with resistance to change

• A strategy change model that works!

• Case study



Who should attend?

Course fees

Course outlines

Strategic Management

Conducted by

31

Aircraft Accident InvestigationFeb 03-07 Cairo

• Introducing the participants to aircraft accident investigation (module 1 Introduction).

• Through the training course, the trainees shall acquire the necessary, relevant knowledge, skills and attitudes, to determine all factors, human, materiel, and environmental, which directly or indirectly contribute to the accidents and thus help prevent recurrence of similar accidents.

• It should be taken in consideration that “The Sole Objective” of an aircraft accident or incident investigation is the prevention of future accidents and incidents. It is not the purpose of an investigation to blame or liability. Any judicial or administrative proceeding to apportion blame or liability should be separate from any investigation conducted.


This course is recommended for Aircraft safety related staff, including:

• Accident investigation teams

• Flight safety officers

• Safety managers

• Engineers

• Inspectors

Who should attend?

• Introduction

• Definitions

• Objective of Investigation

• Investigator

• Authority and Responsibility

• Notification

• Participation in the Investigation

• Planning of the Investigation

• Initial Actions

• Actions on the Accident Site

• Principles of Investigation

• Flight Recorders (FDR & CVR)

• Operations Investigation

Course outlines



Course fees

Aircraft Accident Investigation

Conducted by

32

Managing an Airline Station

Managing an Airline Station

Feb 18-22 Beirut

• Refreshment training for experienced staff with a mix of blended topics that will help them to think out of the box

• An essential training to management trainees of all disciplines specifically Area Managers who do not usually spend a lot of time acquiring knowledge and skills during their training at airports. This course will deliver to them the basics and benefits will be demonstrated through the diverse interaction with the experienced staff during the 5 days sessions.

• Station managers

• Station manager trainees

• Area manager trainees

• Ramp staff

• Airline staff working at a station

• Safety personnel

• Auditing staff who need to have a broad idea about the subject

• Ground handling staff, and potential station managers.




Who should attend?

Course fees

• An Overview of the Aviation Industry

• Station Management & Operations

• Ramp Safety & Accidents on the Ramp

• Rerouting and Diversion Procedures

• International Regulations

• Awareness on Meteorology & Flight Planning

• Airline Security, Safety & Contingency Planning

• Overview of Ground Handling Agreements (IATA SGHA and its annexes)

• Basics of Airline Catering

• Baggage Handling

• Managing and Motivating People

• KPIs for station staff and staff evaluation

• Understanding and Dealing with the Various Fixed and Variable Costs of a Station

• Calculation of Staff and some HR managerial skills

• Case Study

Course outlines

Conducted by

33

Formulating Competitive Airline StrategiesFeb 24-26 Abu Dhabi

Air passenger and cargo markets are becoming increasingly complex and global. This course is designed to equip today’s and tomorrow’s airline managers with the right competitive and strategic tools and techniques to be able to formulate effective, relevant and sustainable strategies in what has become a cut throat highly competitive airline environment.




Course fees

All current airline managers and staff who are aspiring to obtain managerial positions in the future.

Who should attend?

• General trends and issues in the global airline industry

• Analysing the competitive environment

• The importance and effective use of data sources

• Competitive tools and techniques

• Choosing between strategic alternatives

• Formulating sustainable strategies

• Methods for continuous evaluation

Course outlines

Formulating competitive airline strategies

Conducted by

34

Air Crew Security TrainerFeb 24-28 Cairo

Air Crew Security Trainer

• Develop simulations, situational exercises and other interactive methods to use in your training courses

• Equip air crew with tools to respond to in-flight incidents

• Learn current in-flight security procedures and how to teach them

This course is designed for all aviation professionals involved in security on board, including:

• Security Managers and Supervisors

• Training Managers

• Security Trainers, Instructors

IATA Members: USD 2635 Non-IATA Members: USD 3100Developing Nations: USD 2170


Who should attend?

Course fees

Training Methodologies

• Implementing new methodologies in the security classroom

• Using live simulation to demonstrate security threats

In-Flight Threats and Responses

• Aggressive passengers and restraint techniques

• Acting and reacting in hijacking situations

Current Security Threats in Aviation

• Aircraft security and protection

• Weapons and explosives recognition

Threats versus Risks

Activities:

• Live threat simulations with the participation of a trained actor

• Team discussions and feedback sessions

• Situational exercises

Course outlines

Conducted by

International Air Transport Association

35

Action Centred Leadership ® Training

Mar 05-07 Cairo

Action Centred Leadership ® Training

ACL has been developed by Prof. John Adair, author of over 40 books including “The Leadership of Muhammad” (pbuh);

For over 50 years, ACL has been successfully used and millions of people globally have experienced it

After completing this course you can apply to become an accredited ACL Trainer and deliver ACL in your company

This course is delivered by an ACL accredited Trainer from Switzerland / United Kingdom

Individual Certificates are issued from the United Kingdom

• Understand your role as a Leader

• Acquire the bases of Leadership

• Learn about the generic principles of Leadership

• Practice, develop & strengthen your ability to lead

• Identify your leadership through action centred exercises

• Develop an individual Action Plan to take back to the work situation




Course fees

• Managers with team responsibility

• Newly appointed Managers / high potentials

• HR / Training / Development Specialists, Instructors & Trainers

• Any individual willing to upgrade leadership skills

• The three approaches to Leadership: Qualities, Situational and Functional

• What is good Leadership?

• The revolutionary Three Circles Model

• Is there a difference between Managers and Leaders?

• From theory to exercising Leadership: what you will need

• Leadership & Culture

• Satellite theories to Leadership

• Analysis & discussion in observing leadership

Who should attend?

Course outlines

Conducted by

36

Upon completing this course you will have the skills to:

• Develop a project management plan, define scope, and determine project requirements

• Know how to use recognized tools and techniques to create a project baseline

• Develop a comprehensive project risk response

• Know how to monitor time and cost performance during project execution

• Communicate project progress effectively and enhance your ability to manage a project team


This course is recommended for:

• Project Managers

• Directors

• Managers

Who should attend?

• Project life cycle

• Project proposal and selection criteria and project initiating

• Project integration management and plan development

• Project risk management and project schedule development

• Project budgeting and communications

Course outlines

Project Management EssentialsMar 10-14 Amman

Project Management Essentials


Course fees

Conducted by


37

International Negotiation SkillsMar 12-14 Beirut

International Negotiation Skills

• Effective negotiation gives the employees the tools to handle difficult situations and reach positive resolutions, thus ensuring that long term relationships are developed between your airline and its customers.

• Employees will be able to negotiate positively through most difficult situations with confidence.

• All managers

• Cabin Crew

• All front-line ground employees

• All front-line telephonic / call centre / reservations employees

• Marketing employees

• Sales employees

• Commercial employees


AACO Members: USD 800

Non AACO Members: USD 1000


Who should attend?

Course fees

• Types of negotiation

• Negotiator’s tool Kit

• Initiating the negotiation

• Accurate identification of the other party’s needs

• The Negotiation process

• Identifying barriers to a positive resolution

• Handling barriers

• Resolving problems

• Handling complaints

• Concluding the negotiation

• Interpersonal skills

• Communication

• Accurately reading the other party’s communication

• Techniques that can influence a negotiation from negative into a positive

Course outlines

Conducted by

38

Airport Strategic Management

Airport Strategic Management


• Develop an overall airport strategy

• Manage performance and execute facility and operational planning

• Apply financial and investment techniques; use tools for process and human resource change

• Analyse emerging topics in sustainability and technology



• Business strategy airport managers

• Airport operators

• Airport authority representatives

Who should attend?

• Strategic Business Planning

• Business Process re-engineering

• Master Planning

• Corporate governance and finance

• Airport TQM

Course outlines


Course fees

Mar 17-28 Cairo

Conducted by


39

Principles of Fraud Examination (finger printing & mobile fraud)

Principles of Fraud Examination (finger printing & mobile fraud)

• To form a common understanding on the main sources of Credit Card fraud threats in the industry.

• To develop a Fraud Risk Dashboard which reflects the key fraud risks in airline and their indicators.

• To promote and enlarge knowledge sharing for the progress of internal fraud monitoring in airline industry.


• Fraud and Risk Analysts

• E- Commerce Staff

• Credit Card Finance Officers

• Charge Back & Online Refund Officers

• Revenue Accountants

Who should attend?


• Fraud Description & Indicators

• Processing & Monitoring of Online Transactions

• Efficiency of Manual screening

• IATA Perseus (Mechanism of sharing fraud data)

• Best Practice of finger printing & mobile fraud

• Live Monitoring & Analysis

Course outlines


Course fees

Mar 24-28 Abu Dhabi

Conducted by

40

Customer Service & VIP Handling Mar 26-28 Beirut

Customer Service & VIP Handling

• Develop customer service skills.

• Enhance communication techniques to make good impression and to present a positive self-image.

• Identify opportunities for further skills development.

• Apply suitable steps for dealing effectively with passengers.

• Use interpersonal skills to deliver excellence passengers care and VIP treatment.

• Set and maintain high standards of services.

• Show awareness of body language.

• Undertake correct guidelines for handling complaints.

• Understand and be able to deal with a variety of “difficult” passengers.


This course is offered to airline employees who provide service directly to the passengers (ground staff, commercial, passenger’s services, public relations)

Who should attend?

• Defining service

• Interpersonal skills steps to success

• Making an impression

• The protocol of customers satisfaction

• The communication process

• Eye contact

• Handling complaints

• Resolving problem protocol

• Handling compliments

• Why do organizations lose customers?

• Telephone techniques

• Setting and maintaining high standards of services

• Check your level of service

• Obtaining customer feed back

• Personal appearance and hygiene

• Handling difficult customers

Course outlines



Course fees

Conducted by

41

Predictive Passenger ScreeningApr 01-04 Cairo

Predictive Passenger Screening

• Identify, anticipate security and terror threats

• Assess a passenger’s level of risk using a variety of information obtaining tools

• Create a culture of awareness within your organization

• Evaluate passenger data during the security check processes

• Apply questioning techniques to obtain additional information from passenger


This course is designed for all aviation professionals involved in security on board, including:

• Security Managers

• Security Screening supervisors

• Screening Security personnel

Who should attend?

• Security Threats and Terrorism

• Threats to civil aviation

• Current terror threats

• Modus operandi of terror groups

• Screening Technologies

• Traditional security screening implementation

• Behaviour analysis system

• Concealment techniques

• Detecting Suspicious Signs

• Reading body language

• Observation techniques

• Evaluating Travel Documents

• Passenger data (PNR/PNI)

• Travel documents as indicators

• Questioning Techniques

• Collecting information from passengers

Course outlines


Course fees

Conducted by


42


Apr 01-05 Tunis


This course examines and analyses the main and auxiliary principles of airline marketing, interline agreements (with emphasis on alliances) and tourism business in an integrated way and stresses their importance as a factor of airline success. Theory is complemented with examples and case studies to assist the participants in understanding and applying constructively marketing and other business techniques in their workplace. Course attendance may therefore prove beneficial to small airlines in both the short and the longer term.


• The course should be attended primarily by middle and senior managers in charge of designing and implementing airline marketing strategies

• The course may also be of interest to airline partners in the travel distribution system and in major national and/or regional tourism organizations.

Who should attend?



Course Fees

This is a five (5) day residential course delivered in English. Main taught points include:• The Corporate and Marketing

Environment in the Airline Industry• Marketing Concepts in the Airline Industry• Customer Satisfaction and Service Quality

in the Airline Industry• Market Segmentation, Product Positioning

and Development• Branding, Promotion and Advertising for

Small Airlines• Pricing, Costs and Yield Management• Schedules Planning• Airline Agreements and Types of Alliances• Airline Alliances: Advantages and

Problems• Building Blocks and Partnership

Cementing in Airline Alliances• Consolidation and Mergers in the Airline

Industry: Implications for Small Airlines• Air Transport and Tourism: Parallel

Patterns• Civil Aviation Regimes and Implications

for Tourism Development• Economics of Travel Distribution and

Online Airline Sales• Tourism Planning and Sustainable Growth

of Small Carriers

Course outlines

Conducted by

43

Security Audits & Inspection (Quality Control)Apr 07-11 Amman

Security Audits & Inspection (Quality Control)

• Understand the principles of aviation security and fundamental institutions

• Awareness of legislative requirements

• Overview of screening techniques and technology and how to audit them

• Understanding of organizational and financial planning techniques and their effects on compliance


The course is an introductory course to aviation security and is aimed at providing government, airline, airport and other industry stakeholders the necessary knowledge to develop viable principles and processes when working directly within the management of aviation security

Who should attend?

• Introduction & overview of objectives

• Delivery of aviation security principles and fundamental institutions

• Harmonize principles through the implementation of adequate legislation

• Review the coordination of appropriate authorities when implementing AVSEC principles

• Developing security screening techniques for hold baggage, cargo and effective passenger screening

• Review of vital AVSEC Infrastructure and processes at airports

• Review of essential QC tools & issues

• Developing a QC Program

• Conducting QC processes

Course outlines



Course fees

Conducted by

44

SGHA-SLA & Effective Negotiation Behaviors Workshop

SGHA-SLA & Effective Negotiation Behaviors WorkshopApr 14-18 Cairo

Standard Ground Handling Agreement• History and legal framework of the

SGHA• Versions overview: 1993 - 2008• Liability, as in Article 8 of the main

agreement• Article 11 of the Main Agreement• Operations safety• Duration & Termination Terms• Review of Annex A and B• Interpretation of all sections and

paragraphsService Level Agreement

• Principles of the SLA and its link to the SLA

• Contractual requirements• Targets based on operational needs• Bonus schemes• The SLA and aviation safety• Measuring & Monitoring of SLA

performanceBusiness-to-Business Negotiations

• Negotiations: achieving more with less effort

• Business-to-business Relations• Cultural differences and opportunities

Course outlines

• Analyse the articles in the main agreement to identify the opportunities and risks

• Understand the services and descriptions of the Sections in Annex A

• Derive and write a proper Annex B, reflecting the business and operational requirements

• Set achievable and meaningful targets in the SLA, enhancing safety and service quality through commonly agreed standards

• Make the best use of time in negotiations, meeting the target with the minimum possible effort and time investment.

• Improve cooperation in your negotiations by recognizing your counterpart’s objectives



• Airline and GSP buyers, sellers, and contract managers

• Commercial managers

• Legal counsel

• Cargo Handlers

• Station and service quality managers

Who should attend?


Course fees

Conducted by


45

Communication SkillsApr 15-17 Cairo

Communication Skills



Course fees

This course is designed to sharpen participants’ communication skills through the proper understanding of a communication process. Although communication styles and methods can vary significantly from one person to another, from one industry to another and from one culture to another, your understanding of the communication process prove to be invaluable when an effective communication must take place for the purpose of negotiation, upward, downward or lateral communication, team building, leadership and problem solving.

By the end of the course, you will be able to:

• Explain what a communication process is.

• Explain and understand the importance of communication.

• Explain and understand the role of each player in a communication process.

• Understand the cultural influences of in a communication process.

• Understand the barriers to effective communication & how to avoid them.

• Understand how communication can be effectively & efficiently used to meet organization objectives.


• Pilots and Co-pilots

• Cabin Crew

• Sales Managers and Sales People

• Department Managers

• Branches managers

• Supervisors, Middle Management and Potential Managers who are willing to sharpen skills and knowledge in negotiation, problem solving and effective communication

Who should attend?

• The communication process.

• The elements of a communication process.

• Deterrents to effective communication.

• The different communication methods.

• Using the appropriate communication method.

• Organization’s effectiveness and communication.

• Business negotiation.

Course outlines

Conducted by

46



Course fees


• This course will educate executives on a wide range of important issues (see course content below) and it will give an important insight into the recent changes that are occurring in the industry and its impact to your own airline.

• The action-packed course will bring you right up-to-date with developments in the global airline industry and it will outline what strategies can best focus your airline to produce higher profits while at the same time lower costs.

• It will enable executives to formulate multiple strategies and become an authority on many of today’s critical issues.

• Key strategic issues affecting the airline industry

• The Middle East Aviation Market

• The low cost carrier business model and its implication on the Middle East market

• Cost is Key – How to Successfully Reduce Operating Costs

• Driving Profitability – New Strategies in Airline Marketing

• Airline Distribution – The Way Forward

• What does today’s Passenger Want? – The Correct Airline Product Formula

• Deregulation of the Middle East market

• Strategic Airline Alliances

• Vision and Strategy for the next 10 years

• Discussions

Middle or senior managers working in industry for more than 3 years.

Who should attend?

Course outlines

Air Transport Management for Executives

Air Transport Management for ExecutivesApr 15-19 Abu Dhabi

Conducted by

47

Passenger Assessment And Travel Document CheckApr 21-23 Amman

Passenger Assessment And Travel Document Check

Learn to identify multiple document types and their security features

• Apply control and assessment techniques to your operations

• Understand the drivers behind document forgery and measure its impact on operations

• Measure your performance based on current industry best practices and future trends


• Operations staff from airlines and ground service providers

• Airline staff working at an airport

• Passenger handling agents and supervisors

• Airport terminal staff

Who should attend?

• Identity documentation – international standards

• Document security features

• Fake/stolen documents – issues and drivers, uses and applications

• Documentation control: tools, equipment and available resources

• Uses and features of TIMATIC

• Passenger Assessment

• Future Industry Direction

• Risk Assessment

• Role and responsibilities of Airline Liaison Officers (ALO)

• Exception handling and customer service

• Denial of boarding

Course outlines


Course fees

Conducted by


48

Managerial Skills for Airline Staff

• Everybody throughout their career will manage people and it is often one of the most difficult entities to handle as deadlines place an enormous amount of pressure on managers. We expose you to new skills and approaches that integrate technical and generic competence with the ability to think laterally to solve problems.

• The course focuses on identifying, developing, and applying managerial competencies to yourself and others in organizational settings. The airline industry is constantly evolving and this course incorporates the skill set that managers require for today’s highly competitive environment.


This course is absolutely essential to all levels of management. It encompasses many facets of the airline industry and all departments will find this course an invaluable tool in boosting their managerial abilities. In the past staff from the administration, maintenance, IT, cargo, finance, flight crews, marketing, safety, scheduling fleet planning have all attended this exciting and insightful course.

Who should attend?

• Introduction to airline management and leadership

• Airline entrepreneurs, managers and leaders

• Leadership skills models

• Emergent leadership

• Communication and negotiation skills

• Obtaining and maintaining commitment

• Implementing change

• Decision making and coaching skills for airline managers

• Managing diversity – balancing the ethics of today’s workforce

• Time management and goal setting

Course outlines

Managerial Skills for Airline StaffApr 21-25 Amman

AACO Training Centres (ATCs) AACO Members: USD 1000Non AACO Members: USD 1200

Course feesConducted by

49

Emergency Response - ICAO SMS for Aircraft OperatorsApr 22-23 Cairo


This two day course will provide aircraft operator participants with a comprehensive introduction to what is actually required in order to meet the SMS emergency response requirements, together with a template / guideline action plan for implementing same (as related to aircraft operations)


Aircraft operator managers and other appropriate personnel with accountabilities typically related to Safety, Quality, Emergency Response, Risk Management etc. - together with top management having oversight of such departments / business units

Who should attend?

• The aircraft operator Emergency Response Plan (ERP) - Bird’s Eye View / High Level Summary.

• Leadership; Command & Control; Crisis Management Centre etc.

• Humanitarian Aspects of Emergency Response - including Humanitarian (Family) Assistance; Crisis use Call / Contact / Information Centres; Disaster Victim Identification etc.

• Deployment and use of crisis response teams supporting emergencies not occurring at main airport hub / main airport base (typically known as a ‘GO Team’; ‘Field Team’ etc).

• Emergency response planning for on-line aircraft operator stations & ad hoc destination airports - including co-ordination of same with ‘local’ airport emergency plans.

• Effective utilisation of aircraft operator (HQ based) department / business unit staff resources for emergency response.

• Integration of own ERP with ERPs of other operators e.g. codeshare; alliance; lease; mutual aid partners etc.

• Crisis Communications e.g. with the media; with airline staff; with the ‘authorities’ etc.

• Emergency Response Training & Exercising.

Course outlines


Course fees


Conducted by

50

Introduction to International Aviation & Air LawMay 04-09 Amman


• Understanding the key components of the international air transport system

• Understand the role and function of principal organizations involved in regulating, operating, representing and organizing international air transport.

• Recognizing the complex global interaction of aviation policies.

• Gaining an appreciation of issues central to airline management in an international environment.

• This course will form part of the AACO Diploma course and participants will be assessed on their course participation, a written exam, and a post course dissertation.


• Anyone who wishes to acquire an understanding of the fundamental elements comprising the international air transport industry.

• Senior/Middle Managers who may represent the company in international forums, or be responsible for relations with international organizations.

• Trainee Managers wishing to acquire an International perspective.

• Operations, Legal, and Technical staff requiring knowledge of international procedures and provisions to ensure compliance with international standards.

Who should attend?

• Introduction and overview of objectives

• Overview of the global air transport system

• Roles and functions of international aviation organizations

• Airline regulatory framework

• Airline operations

• Functions of international airports

• Role and functions of Civil Aviation Administrations (CAAs)

• Responsibilities, roles, and functions of Air Navigation Systems (ANS) providers

• Introduction to air law

• Air safety

• Aviation security

• Risk management in aviation

• Air transport and the environment

• Conclusion

Course outlines

AACO Training Centres (ATCs) AACO Members: USD 1200Non AACO Members: USD 1400

Course feesConducted by

51

Station ground Handling ManagementMay 05-09 Cairo

Station ground Handling Management

• Formalize knowledge of all ground handling services according to the IATA Airport Handling Manual (AHM)

• Increase the efficiency of stations as an airline or service provider

• Work within the frame of the IATA Airport Handling Manual and IATA Standard Ground Handling Agreement

• Build a sustainable relationship between the airline and handler management


• Airline Station Managers

• Ground Handling Managers and Supervisors

• Airport Authorities

Who should attend?


Course fees

• Cooperation with authorities at the airport

• Duties of the Station Manager

• Ramp activities

• Cargo activities

• Terminal activities

• Handling agreements

• Service level agreements

• Resources and GSE management

• ULD handling

• Aviation security awareness

• Baggage handling

• Emergency response planning

Course outlines

Conducted by


52

Principles of Air Transport EconomicsMay 12-16 Cairo

Principles of Air Transport Economics

This course examines and analyses the main and auxiliary principles of aviation economics in an integrated way and stresses their importance as a factor of airline success. Theory is complemented with examples and case studies to assist the participants in understanding and applying constructively aviation economics techniques in their workplace. In conjunction with effective marketing and sales techniques, every airline should understand the economics of the sector to develop a coherent cost, pricing and revenue enhancement strategy either independently or in the context of a strategic alliance. In this way, airlines can secure their market presence, or even increase their share and become successful leaders in the industry. Course attendance may therefore prove beneficial to airlines both in the short and the longer term.


The course should be attended primarily by middle and junior managers in charge of designing and implementing airline cost, pricing and revenue management strategies. Nonetheless, it will prove useful to all those seeking innovative ways to survive in the turbulent aviation environment and set the proper foundations for future success. In this context, the course may also be of interest to airline partners in airports, ground handling services and the travel distribution system.

Who should attend?

This is a five (5) day residential course delivered in English. Main taught points include:• The Economic and Corporate

Environment in the Air Transport Industry

• Principles of Airline Economics• Principles of Airport Economics• The Economics of Air Navigation Service

Providers (ANSPs)• Civil Aviation Regulation and

Deregulation• Fleet Planning and Aircraft Development• Schedules Planning• Airline Alliances – Principles and

Implications• Traffic Forecasting• The Airline - Airport Relationship• Cargo Economics – Principles and

Strategic Outlook• Economics of the Travel Distribution

System

Course outlines


Course fees


Conducted by

53

ISAGO Train the Trainer for Load Control (Aircraft Handling)May 12-16 Beirut

ISAGO Train the Trainer for Load Control (Aircraft Handling)

• Recognize ISAGO load control training requirements.

• Develop controlled and standardized Load Control training material.


This course is designed for Load Control Trainers who provide Weight and Balance training.

Who should attend?


Course fees


Conducted by

• General weight and balance proficiency and awareness

• Aircraft structural load limitations

• Unit load devices (ULD)

• Bulk hold loading

• Load Sheet

• Balance tables/charts

• Loading Instruction/Report (LIR)

• Loading messages

• An introduction to ISAGO training requirements

• Recognize ISAGO Training and Qualification requirements 5

• Recognize ISAGO Load Control Training Requirements 5.7

• Recognize the requirements of Table 1.3. Load Control Training Functional Specifications.

• Instructional systems design (ISD)

• Recognize ISD (Instructional Systems Design) process.

• Describe ISD process elements.

• Recognize components of Load Control Training programme

• Develop standardized course outline in accordance with Table 1.3

• Develop sample of course handbook.

• Develop sample of exercises.

• Develop sample of tests.

• Develop sample of answer keys.

Course outlines

54

SMS for AirlinesMay 19-23 Amman

SMS for Airlines

• Acquire practical techniques and skills to implement and manage a safety management system as well as measuring its performance.

• Build a positive safety culture.• Target resources appropriately and

measure the results.• Manage safety risks proactively.• Communicate effectively on safety with

the civil aviation authority, customers, insurance underwriters and financial institutions.


This course is recommended for:• Experienced Airline, Airport,

ANS Provider, Manufacturer and Maintenance Managers

• Operations Supervisors and Managers• Aviation Board of Directors Members• Civil Aviation Authority Representatives

Who should attend? • Basic Safety Concepts• Introduction to SMS• SMS Planning• SMS Operations• Phased Approach to SMS

implementation (ICAO)• Just Culture• ICAO SARPs• Hazards Identification• Safety Risk Management• Measurement of the SMS

Course outlines


Course fees

Conducted by


55


May 20-23 Cairo


An airline’s network and revenue strategies go a long was to determining its overall performance. Through a number of practical exercises this course aims to highlight the impact of a variety of revenue and network planning decisions before examining the potential benefits of managing revenue and network decisions simultaneously.


• Network planners

• Revenue managers

• General airline managers seeking to gain a greater understanding of

• Network and revenue processes

Who should attend?


Course fees


Conducted by

Course outlines

• Introduction to O&D markets

• Network and route solutions to a variety of O&D markets

• Overbooking strategies

• Price-demand relationships and inventory control

• Using historical demand data to make revenue forecasts

• Exploring the link with airline costs

56

• Understand how to use The IATA Dangerous Goods Regulations Manual.

• Understand the basis of The Dangerous Goods Regulations.

• Identify the shippers’ and Operators’ responsibilities

• Identify the correct regulations concerning classification, identification, packing, marking & labelling, documentation and handling of Dangerous Goods.

• Understand how to apply the regulations correctly

• Develop a working knowledge of the legal responsibilities involved with transport of Dangerous Goods

• Apply the Provisions for Dangerous Goods Carried by Passengers or Crew.


• Shippers and persons undertaking the responsibilities of shippers’, including operator’s staff acting as shippers, operator’s staff preparing dangerous goods as Company Materials (COMAT)

• Packers

• Staff of freight forwarders involved in processing dangerous goods

• Operator’s and ground handling agent’s staff accepting dangerous goods

Who should attend?


Course fees


Conducted by

Course outlines

• The Structure of the Dangerous Goods Regulations Manual

• Step-by-step of how to use and correctly apply the IATA Dangerous Goods Regulations manual.

• Application of the Dangerous Goods Regulations

• Shippers’ and Operators’ responsibilities

• Categories of Dangerous Goods • Provisions for Dangerous Goods

Carried by Passengers or Crew.• Dangerous Goods Classification,

Identification, Packing and marking & labelling

• Completion of required documentations.

• Handling of Dangerous Goods (Segregation, storage and Loading).

• Radioactive Material

Dangerous Goods Regulations

May 26-30 Amman

Dangerous Goods Regulations

57

Managing Airline Alliances and PartnershipJun 03-06 Tunis

Managing Airline Alliances and Partnership


Course fees

Come and explore one of the most strategic dynamic areas where global airlines share their resources, integrate systems and increase passenger numbers. This fascinating course is designed especially to inform participants of all aspects of airline alliances and is world class.


This course is open to personnel involved in management from all disciplines of the airline industry and to marketing executives.

Who should attend?

Course outlines

• A general overview of the key issues and trends of the Airline Industry

• Airline marketing, branding and competitor analysis

• Aero-politics and new regulatory trends facing the industry: A Middle East perspective

• Deregulation of the Middle East market

• Open Skies and its impact

• An analysis of Code Sharing and Block Space agreements

• The Frequent Flyer Program and its impact on alliances

• Airline Alliance Groupings and characteristics of One world, Sky Team and Star

• The objectives and reasons for joining an alliance

• The advantages and disadvantages of joining an alliance

• Cost/Benefit analysis from alliance membership

• How to enter an alliance

• How an alliance works

• The features of a successful alliance

• The strategy of building an airline alliance

• The commercial and strategic alliance

• Benchmarking requirements prior to entering an alliance

• Case Study of Tam joining the Star Alliance

• Analysis from global survey of alliance partners

• The advantages and disadvantages of joining an alliance

• Potential Benefits of the airline alliance to Royal Jordanian and EGYPTAIR

• Explore why Emirates, Qatar and Etihad have not joined an Alliance


Conducted by

58

Ground Handling AgreementsJun 03-07 Beirut

Ground Handling Agreements

In this course, you will learn to negotiate, draft and apply relevant clauses from contracts. You will be able to understand and interpret the rules and clauses in airline contracts


• Station managers and assistants

• Supervisory, managerial staff responsible for negotiating, preparing and reading GHAs

• Legal Councils and advisors

• Insurance Managers

Who should attend?

Course outlines

• Introduction

• chronology

• Standard Ground Handling Agreements

• Structure of SGHA

• Main Agreement

• Annex A

• Annex B

• Bilateral Agreements

• Reciprocal Agreements

• Supervisory Agreements

• service level agreement (SLA)

• Calculation of Ground Handling Charges

• Ground Handling Charge Notes

• Case study


Course fees


Conducted by

59

Air Cargo RatingJun 09-13 Amman

Air Cargo Rating

• Define IATA Areas and sub-Areas

• Know the Shipper / Carrier Responsibilities

• Prepare a shipment to be ready for carriage.

• Calculate the transportation charges for different kinds of cargo

• Calculate the valuation charges of a shipment when necessary

• Calculate the disbursement fees of a shipment when necessary

• Assist shippers and/or cargo agents in preparing shipment properly


• Cargo Officers

• Cargo Agents Staff

Who should attend?

Course outlines

• Introduction

• IATA Areas and Coding & Decoding.

• Acceptance Procedures.

• Introduction to Handling Procedures.

• Kind of stores and Methods of storage

• Aircraft & Cargo handling & ULDs

• Airway Bill (AWB)

• Rating Formula & Rounding Regulations.

• Weight & Dimension Rounding.

• Currency Rounding.

• Chargeable Weight (Gross Or Volumetric).

• Classification of Rates.

• General Cargo Rates.

• Minimum Rate.

• Normal Rate.

• Quantity Rate.

• Specific Commodity Rate.

• Class Rates.

• Precedence of Rates.

• Valuation Charges.


Course fees


Conducted by

60

• An Over View of Financial Management

• Financial Markets

• Financial Statements “Analysis and Interpretation”

• Cash Flow and Financial Planning

• Time Value of Money

• Risk and Return

• The Cost of Capital

• Capital Budgeting Techniques

• Bonds and Their Valuation

• Stocks and Their Valuation

Course outlines

Finance of Non-Finance ManagersJun 09-13 Cairo

Finance of Non-Finance Managers

At the end of the course participants will be able to:

• Have enough knowledge on the Financial Markets and Financial Management

• Be aware of the meaning of Cash flow

• Know the cost of capital and budgeting techniques

• Have an overview on the Bond’s and Stock’s Valuation


• Non-Financial Managerial Staff and Executives

• Junior Financial Planners

• Managerial Staff; Executives who are entitled to deal with sorts of financial information at their level

Who should attend?



Course fees

Conducted by

61

Les formations en relation client consistent à approfondir ou connaître les outils et les méthodes indispensables à la mise en place d’une bonne relation avec sa clientèle.

Fournir un service exceptionnel à la clientèle doit être placé en tête des préoccupations des entreprises puisqu’il favorise la fidélisation. Toutes les entreprises accordent une grande importance à la satisfaction d’un client qui se transforme en «force de vente», capable de persuader aisément de nouveaux clients.

Ainsi, tous les employés doivent être en mesure de répondre rapidement et personnellement aux demandes des clients, qu’il s’agisse d’informations relatives à un produit, d’un historique des transactions ou de la modification d’une commande en cours.

Les employés capables de prendre des décisions à l’aide des connaissances appropriées sont les spécialistes du service à la clientèle d’une société. Ces employés doivent :

• Apprendre les normes du service à la clientèle.

• Apprendre les techniques de communication orale.

• Apprendre les écarts affectant la satisfaction du client.

• Apprendre à bien gérer son stress et son temps.

• Apprendre la gestion des ressources humaines en service.

• Apprendre le système de gestion des plaintes et réclamations.

Comment vous bnficiez?

Représentants du service à la clientèle, gestionnaires intermédiaires et supérieurs.

qui devrait participer?

Plan du cours

• Les composants clés du service à la clientèle.

• La gestion de l’expérience et de la relation client.

• Les attentes du client.

• Le désir de satisfaire le client.

• Les étapes pour venir à bout des clients difficiles.

• Les règles d’or pour se détendre.

• La matrice Eisenhower.

• L’apport des technologies (CRM logiciel)

AACO Membres: USD 900Non AACO Membres: USD 1100

Frais de cours


mene par

Formation en Service la ClientleJuin 11-12 Tunis

Formation en Service à la Clientèle

62

Management of Aviation SecurityJun 16-18 Amman

Management of Aviation Security

• Expand your knowledge of the aviation security sector

• Learn how aviation security is integrated into the aviation industry

• Understand the concept of securing air transportation through risk based security

• Analyse how business decisions are being effected by threats and risks

• Gain knowledge of international legislation for the aviation security sector

• Learn how security is implemented in different regions such as Europe and the United States

• Understand how emergency planning is a vital component of a stable security system


This course is recommended for:• Border Control Authorities• Airline and Airport Operators• Police Authorities• Armed Forces

Who should attend?

Course outlines

• Identifying and managing security risks

• Assessing threats in reference to the most current trends

• The legal framework of international aviation security

• The concept and implementation of aviation security

• Emergency planning and response

• Integrating human factors into an organization

• Building a security culture in non-security personnel

• Communicating with stakeholders in counter security entities in emergency situations


Course fees

Conducted by


63

• Learn how to identify & create competitive advantages

• From analysis to creating added value: the tools you need

• Develop strategies that have sustainable impact

• Overcome the barrier of poor implementation

• Business Cases based on Harvard articles & literature


• Confirmed Managers from various business fields

• Managers involved in Strategic Management

Who should attend?

Course outlines

• Aviation: the most dynamic & competitive industry, what it means and what challenges lie ahead

• What distinguishes my company from competitors?

• The Blue Ocean Strategy

• 7 practices of successful organizations: a roadmap to success

• The importance of people in the value chain

• Continuous Improvement, Change Management & Leadership

• The tool-set to implement winning strategies

The Strategy to Face CompetitionJun 18-20 Abu Dhabi

The Strategy to Face Competition


Frais de cours


mene par

64

Dangerous Goods Regulations – RefresherJun 24-27 Amman

Dangerous Goods Regulations – Refresher

• Learn how to use IATA Dangerous Goods Regulations Manual and complete the necessary documents

• Be able to apply the regulations to identify, pack, mark, label and document Dangerous Goods

• Develop a working knowledge of the legal responsibilities involved with transport of Dangerous Goods

• Apply ICAO/ IATA and Royal Jordanian regulations to safety handle store and load Dangerous Goods

• Apply passenger baggage exceptions.


Shippers, Packers, Cargo Agents, Cargo Ground Handling Staff, Operators’ Cargo Acceptance Staff.

Who should attend?

Course outlines

• Applicability

• Limitations

• Classifications

• Identifications

• Packing

• Packaging Specifications & Performance Test

• Marking and Labelling

• Documentation

• Handling

• Radioactive Material


Course fees


Conducted by

65

• Identify the key elements of turnaround services

• Manage the full turnaround of aircraft, coordinating resources and processes

• Apply best practices to be safe, punctual and commercially successful in turnaround services

• Design and offer consistent services that meet airline needs and follow the widely accepted AHM and IGOM standards


• Airline Station Managers• Ground Handling Managers and

Supervisors• Ramp and Turnaround coordinators

Who should attend?

Course outlines

• Airside Safety• Safety philosophy and regulations• Risk assessment• Airside safety supervision

• Aircraft Handling Operations• Aircraft cleaning, water service &

catering• Passenger embarkation &

disembarkation• Special loads and ULD handling• GSE types and operations• Aircraft fuelling interface• Ramp to cockpit communications• Emergency situations• De and anti-icing• Severe weather operations

• Aircraft Movement• Pre- and post-arrival inspections,

procedures• Pushback and towing operations• Marshalling

• Load control Essentials• Aircraft Movement Messages and delay

codes• Flight manifests for passenger and cargo• Turnaround Plan

• Pre-flight duties• Sequential & critical path activities• Managing disruptions• Difficult working conditions

• High efficiency factors• Stakeholder management• Fulfilling Service Level Agreements• Team work & communication• Organizational awareness & culture

Aircraft Turnaround CoordinationAug 25-29 Amman

Aircraft Turnaround Coordination


Course fees

Conducted by


66

Business Etiquette

Aug 28-29 Cairo

• One of the most important skills one has to master is the ability to impress others. One can succeed in doing so by respecting the norms of Etiquette, the business and the social ones.

• This workshop will reveal to the participants the basics of Business Etiquette and will convince them to start applying them. By doing so, they will be able to project a professional and impressive image, so that others will like them and become willing to work with them.


All individuals, at any level and in any industry have to master the basics of Etiquette. Thus, they are all invited to attend and to benefit for the richness of the ideas and the variety of topics.

Who should attend?

Business Etiquette

Course outlines

Bad manners and poor etiquette can cost both employees and employers huge deals by losing customers. To avoid such losses, everyone is required to improve his or her professional image by working on becoming able to:

• Identify the Impression Management (IM) techniques

• Understand the role of verbal and non-verbal communication

• Identify the appropriate office dress, grooming, hygiene, etc.

• Master the telephone etiquette

• Establish polite conversation with customers

• Maintain a positive attitude and control toxic emotions

• Identify the workplace etiquetteAACO Members: USD 800Non AACO Members: USD 1000

Course fees


Conducted by

67

Human Resources for Non-Human Resources StaffAug 28-30 Beirut

• Increase your Human Resources capabilities through application of leading models and practices

• Analyse and understand the evolution of Human Resources in a global environment and the aviation industry.

• Learn how to conduct professional Human Resources activities in your units.

• Develop and implement activities supported with tools to increase individual and organizational performance.


Middle Management and future Middle Management seeking an introduction into Human Resources with concentration on application on airline business; upgrade skills and knowledge in modern Human Resources Management.

Who should attend?

Course outlines

• Understand the Human Resources Model:

• History, Evolution and trends of the discipline

• Management & Human Resources:

• Definitions

• Practices in a highly competitive aviation industry

• Applying Human Resources in your units:

• The HR cycle & managing Human Capital

• Recruitment & Integration; separation management

• Performance Management: setting rules & targets for performance

• Rewards, Compensation, Remuneration

• Training, Learning & Development

• Continuous Improvement


Course fees


Conducted by

Human Resources for Non-Human Resources Staff

68

Advanced Airlines Sales StrategiesSep 02-06 Tunis

Advanced Airlines Sales Strategies


• Manage and negotiate complex sales transactions

• Implement a team approach to selling

• Increase the value of your client database


• Managers and supervisors responsible for account oversight

• Sales representatives

Who should attend? Course outlines

• Aligning sales & marketing goals

• Identifying strategic sales targets and key buying influences

• Anticipating customer responses and developing a consultative selling style

• Structuring a plan for managing each sales process

• The importance of aligning sales and marketing goals

• Managing your resources more effectively at both the strategic and tactical levels

• Developing a consultative selling style for long-term customer relationship


Course fees


Conducted by

69

In today’s highly competitive airline environment it is becoming increasingly important to form cooperation and develop high performance relationships with key airport and related suppliers. This course will equip you with the necessary skills and knowledge to help your airline develop a strong airport position at both at hubs and outstations.


Airline management or other staff whose job remit includes interactions with airport and related suppliers.

Who should attend?

Course outlines

• Introduction to airport strategy

• Introduction to ground handlers and other airport suppliers

• Review of airline-airport relationships globally

• Negotiating and working with airport suppliers

• Creating a competitive position at airports


Course fees


Conducted by

Developing Airline-Airport RelationshipsSep 03-05 Amman

Developing Airline-Airport Relationships

70

Healthy WorkplaceSep 09-10 Cairo

Healthy Workplace

Unhealthy workplace involves acting with disregard for others and violating the norms for respect and civility. It’s the place where people go to do what they have to do, with minimum commitment and satisfaction, in order to pick up their wage. Unhealthy Workplace will lead to Unhealthy Workplace Practices, where:

• Turnover increases

• Conflict increases

• Workplace Bullying increases

• Absenteeism increases

• Work Accident increases

• Stress increases

• Employee Commitment decreases

• Employee Satisfaction decreases

• Productivity decreases

• Costs increases

In order to reverse all the above practices, BESST designed a one day training that will be the starting point in transforming any Toxic Workplace to a Healthy one.


It’s mandatory both managers and employees attend this training. They will both get an idea about what should be done, hand in hand, to eradicate any symptoms of toxic workplace, and to start working, as a team, on creating a healthy comfortable and productive workplace.

Who should attend?

Course outlines

After the completion of the course, attendees will become able to:

• Identify The Characteristics Of An Unhealthy Workplace

• Understand The Causes Of Conflicts And Tension At Workplace

• Apply Effective Communication Techniques Among Peers

• Implement Proper Constructive Feedback Between Employer And Subordinates

• Recognize Workplace Issues Such As Privacy, Respect, Hygiene, Etc.

• Become familiar with the basic principles of team building

• Master Business Etiquette Principles


Course fees


Conducted by

71

• Sharpen and elevate your instructional skills to the next level

• Re-examine your role, re-fresh your knowledge

• Identify and apply various learning alternatives

• Learn how to develop practical exercises at individual & group level

• Learn how to assess the effectiveness & the benefits of your instruction

• Exercise your skills in a safe environment


• Training, Learning & Development Specialists

• Trainers & Instructors

• Any manager involved in training & instructing others

Who should attend?

Course outlines

• From Need Assessment to Instructional Design and Instructional Techniques

• The principles of adult learning: from theory to practice

• Learning alternatives

• Your key role as change-agent in people’s careers

• Develop course benefit assessment criteria

• How to measure the effectiveness of training

• Practical & theoretical exam to obtain certificate

• Video simulations


Course fees


Conducted by

Advanced Train-of-TrainersOct 27-31 Cairo

Advanced Train-of-Trainers

72

Call Center TrainingOct 30-31 Cairo

Call Center Training

Customer service is one of the most important aspects of any business. In this course learners will form best practices for handling customer complaints and assertiveness. They will also examine how best to develop a rapport with customers. This course focuses on the role and types of communication in the workplace. Communication strategies and tone are also discussed. The goal is to improve communication effectiveness among participants.

This course reviews several popular motivational theories and implications.


All Airline employees

Who should attend?

Course outlines

• The nuances of body language and verbal skills

• Aspects of verbal communication such as tone, cadence, and pitch

• Questioning and listening skills

• How to deliver bad news and say “no”

• Effective ways to negotiate

• The importance of creating and delivering meaningful messages

• Tools to facilitate their communication

• The value of personalizing their interactions and developing relationships

• Vocal techniques that will enhance their speech and communication ability

• Personalized techniques for managing stress


Course fees


Conducted by

73

• Identify the key concepts of ICAO approach to SMS

• Explain the needs for and benefits of SMS

• Get management’s and the workforce’s support and involvement a ‘safety case’ of an SMS

• Identify the key personnel in SMS implementation and their roles

• Describe the basic elements of an safety management system

• Apply a SMS gap analysis process (compare what we have with what we should have)

• Apply principles of hazard identification and risk management

• Develop and run safety committees and action groups

• Promote a positive safety culture

How you will benefit? Course outlines

• Regulatory requirements ICAO and others.• Why safety management systems – Benefits

of application, safety, economics, efficiency etc.

• Theory and application of accident causation.• Human and organizational factors. Human

error models and error management.• Hazards and risks• Safety risk management. Hazard identification

process. Risk assessment and mitigation process.

• Safety Culture basic elements. Measuring safety culture - tools and methodologies. Improving existing cultures.

• SMS implementation plan. Phased approach. SMS operation.

• Management and workforce commitment, responsibilities and accountabilities.

• Cost of accidents – direct and indirect. Impact on the organization and industry.

• Emergency Response Plans.• Incident reporting, investigation, analysis and

recommendations.• Safety Communication. Developing an

effective safety presentation.• SMS audits.• Safety performance measuring.• SMS documentation.• Aviation Safety education and learning

strategies.• Safety Management application particularities

in the various aviation sectors (Airlines, Aerodromes, Maintenance Organisations ATS Providers)

• Case studies of SMS applied in various organizations.

AACO Members: USD 1100 Non AACO Members: USD 1300

Course fees


Conducted by

Safety Management SystemsNov 03-07 Amman

Safety Management Systems

All lines management to obtain basic knowledge and skills for promoting, implementing a safety management system in aviation organizations.

Who should attend?

74


Nov 04-08 Tunis


Les compagnies aériennes ne peuvent plus suivre passivement les tendances et les défis du marché. Parallèlement au marketing actif et aux politiques de ventes appropriées, elles doivent concevoir et mettre en œuvre une stratégie de réduction des coûts et de gestion des revenus de temps en temps agressive. De cette façon, elles pourront assurer leur présence dans le marché ou même augmenter leur part et devenir des leaders réussis. Lors de ce séminaire nous aurons l’occasion d’examiner et analyser des principes de base et auxiliaires concernant la réduction des coûts et l’amélioration des revenus de compagnies aériennes d’une manière intégrée et souligner leur importance comme facteur de succès. La théorie est complétée avec des exemples et des études de cas pour aider les participants à comprendre et à appliquer de manière constructive des techniques de réduction des coûts dans leur lieu de travail. Les compagnies aériennes peuvent profiter de ce séminaire tant à court qu’à long terme.

Le stage doit être suivi principalement par de jeunes et moyens cadres qui sont responsables de la réduction des coûts et l’amélioration des revenus des compagnies aériennes. Néanmoins, il s’avérera utile à tous ceux qui cherchent des voies innovatrices pour survivre dans l’environnement turbulent de l’aviation et placer les bases appropriées pour le futur succès.

Il s’agit d’un séminaire de cinq (5) jours fourni en français. Les principaux points enseignés incluent:

• L’environnement économique des compagnies aériennes

• Évaluation des coûts et stratégie de tarification des compagnies aériennes

• Planification de la flotte et développement des avions

• Planification des programmes

• Position concurrentielle

• Prévisions du trafic

• Fret - principes et perspectives stratégiques

• Distribution et techniques de ventes des compagnies aériennes

Comment est-ce qu’on peut bénéficier ?

Qui devrait être présent ?

Sommaire indicatif du séminaire

AACO Membres: USD 1100Non AACO Membres: USD 1250

Fées de cours


Conduite

75

Managing People Performance

Nov 03-07 Cairo

Managing People Performance


• Understand what a people manager does

• Understand your strengths and development areas required to be a people manager

• Know how to communicate and give feedback to your staff

• Better understand yourself and others

• Understand the principles of managing day-to-day performance and how you can get the optimal results from your staff



• New and experienced line managers

Who should attend?

Course outlines

• Describe the role and responsibilities of a manager

• Describe how to use your sources of influence to get results

• Analyse and understand yourself and others better

• Communicate clearly and concisely

• Get optimal performance results by setting clear expectations


Course fees

Conducted by


76


Nov 13-14 Abu Dhabi


• Identify ways to establish links between excellence in customer service and business practices and policies

• Develop the skills and practices that are essential elements of a customer service focused manager

• Recognize what employees are looking for to be truly engaged

• Recognize who their customers are and what they are looking for

• Develop strategies for creating engaged employees and satisfied customers


• Cabin Crew Supervisors and Manager• Reservation Supervisors and Manager• Airport Staff Supervisors and Manager• Pilots• Those who are in direct contact with

passengers

Who should attend?

Course outlines

• Introduction and Course Overview• Changes in Customer Service• Creating Excellence• Standards; a brief lecture about standards

and how to develop a set of standards for the four key components of customer service.

• Dealing with Difficult People• Dealing with Conflict• The Recovery Process• Eliminating Customer Service Problems• Service PRIDE is a Team Effort• Synergy; being looking at teamwork by

exploring synergy: when the whole of the team is more than the sum of the parts.

• Communication Skills• Suspending Frame of Reference• Stereotypes; help participants identify

their own stereotypes and ways that they themselves might be stereotyped.

• Giving Undivided Attention to Others.• Leadership; focus on The Situational

Leadership Model, developed by Paul Hersey of the California Centre for Excellence. Participants will take the test, score themselves, and then examine their style in detail.

• Engaging Employees; exploring the key behaviours of great managers. Participants will also identify ways to engage different types of employees.

• Motivation; talking about three approaches to motivation: the carrot, the whip, and the plant.

• Follow the Leader; exploring leadership characteristics through a fun, thought-provoking activity.

• Developing a Service Management System.• Workshop Wrap-Up.


Course fees


Conducted by 77


Course fees


Conducted by

Human Factors in Aviation Maintenance

Nov 18-21 Beirut

Human Factors in Aviation Maintenance

The aim of Human Factors training is to increase safety, quality and efficiency in aircraft maintenance operations by reducing human error and its impact in maintenance activities. This is obtained through the integration of appropriate categories of maintenance personnel’s technical knowledge and skills with basic human factors knowledge and skills and promotion of a positive attitude towards safety.Following objectives shall be targeted through the Human Factors training:• To enhance maintenance personnels’

awareness of individual and organizational human factors issues, both positive and negative, that may affect airworthiness.

• To develop human factors skills (such as communication, effective teamwork, task management, situational awareness, writing of procedures) as appropriate to the job, in order to make a positive impact on the safety and efficiency of maintenance operations.

• To encourage a positive attitude towards safety, and to discourage unsafe behaviour and practices.


This course is developed for aircraft Technical/ Maintenance Staff including: recommended for Aircraft safety related staff, including:

• Technical Managers

• Engineering Staff

• Technical planning staff

• Technical inspectors/ Quality assurance

• Maintenance Engineers/ Technicians

Who should attend?

Course outlines

• Introduction to Human Factors • Human Factors and Human Performance • Manage your resources with a systemic

and a process approach • Management by Competences• Definition and control of competences• Assess and develop competence

management • Develop the potential of each collaborator

inside the organization• Defining profiles based on Human Factors • Human Factors assessment and indicators • Humans Factors and Behavioural Markers • Human Factors auditing• Team work• Human Error• Case studies and examples

78

Emergency Response - IOSA (IATA) AuditNov 25-26 Amman

Emergency Response - IOSA (IATA) Audit

This two day course will provide aircraft operator participants with a comprehensive introduction to what is actually required in order to achieve the requirements of the IOSA emergency response standards and recommended practices, together with a template / guideline action plan for implementing same


Aircraft operator managers and other appropriate personnel with accountabilities typically related to Safety, Quality, Emergency Response, Risk Management, Business Continuity etc. - together with top management having oversight of such departments / business units.

Who should attend? Course outlines

This course is tailored to IOSA standards & recommended practices as they relate to:• The aircraft operator Emergency Response

Plan (ERP) - Bird’s Eye View / High Level Summary

• Leadership; Command & Control; Crisis Management Centre etc.

• Humanitarian Aspects of Emergency Response - including Humanitarian (Family) Assistance; Crisis use Call / Contact / Information Centres; Disaster Victim Identification etc.

• Deployment and use of crisis response teams supporting emergencies not occurring at main airport hub / main airport base (typically known as a ‘GO Team’; ‘Field Team’ etc.

• Emergency response planning for on-line aircraft operator stations & ad hoc destination airports - including co-ordination of same with ‘local’ airport emergency plans

• Effective utilisation of aircraft operator (HQ based) department / business unit staff resources for emergency response

• Integration of own ERP with ERPs of other operators e.g. codeshare; alliance; lease; mutual aid partners etc.

• Crisis Communications e.g. with the media; with airline staff; with the ‘authorities’ etc.

• Emergency Response Training & Exercising• Business Continuity


Course fees


Conducted by

79

• Learn the regulatory requirements of a Quality Management System specific to intern audits

• Acquire tools to plan and conduct a successful internal audit

• Measure an organization’s degree of compliance using objective evidence

• Present assessments in a clear and concise reporting format

• Apply auditing requirements to your operations


• Quality Managers

• Safety Managers

• Operations Managers

• Personnel seeking to become internal auditors

Who should attend?

Course outlines

Oversight

• Structure of the aviation industry

• Regulatory agencies

• Management systems

Internal Audit

• What it is and why it is necessary

The Auditor

• Qualities of an Auditor

• Responsibilities and activities

• Human factors

The Audit

• Terminology

• Process and program

• Initiation and preparation

• Audit plan and agenda

• Document Review

• Audit performance and evidence gathering

• Analysis of findings

• Audit report and follow-up

ISAGO Awareness and Audit Program

Internal Audit for Ground Service ProvidersNov 25-28 Cairo

Internal Audit for Ground Service Providers


Course fees

Conducted by


80

Air Law & Air Transport AgreementDec 01-05 Amman

Air Law & Air Transport Agreement

• Understand the role of international air law in air transport, its background and its interrelationship with domestic law

• Appreciate the necessity for a sound international regulatory structure for air transport, the role of governments, and the process of deregulation

• Gain an insight into the need for a structure to govern international airline liability and security

• Understand how countries regulate air services and the extent that countries can unilaterally legislate on international air transport matters

• Appreciate why airlines need to cooperate with each other and their methodology for cooperation

• Future Developments


• Airline legal, government and international affairs departments staff

• Airline contract and claims managers

• Staff of Ministry of Transport, civil aviation, airport authority, and ground handling companies engaged in international relations

• Staff of airlines, Ministry of Transport, civil aviation and airport authority who need to have a global view of air transport

• Law firm lawyers and international organisations’ staff engaged in air transport matters.

Who should attend?

Course outlines

• The regulation of international air transport

• The role of international governmental and non-governmental organizations

• Regional legislation and their impact on international air transport

• Government regulations of the air transport industry

• Legal instruments governing airline liability and security


Course fees


Conducted by

81

Many projects fail because of mismanagement. What makes a difference in a project success story is the way it was managed. This course aims to give you the knowledge, skills to apply fundamental project management tools needed to successfully manage any size project. It shall introduce you to the key project management concepts, Work Breakdown Structure & critical path concepts.


• Middle management level positions

• Project managers

• Airlines station managers

• Air flight scheduling managers

Who should attend?

Course outlines

• Introduction to project management

• Components of a project

• Contracts, negotiations and procurement for project management

• Project life cycle

• Risk and change management

• Work Break Down structure WBS

• Pert & CPM

• Team management of a project

• Deterministic Vs. probabilistic time estimate

• Budgeting and cost control

• Cost-crashing

• Project management automated tools


Course fees


Conducted by

Project ManagementDec 08-10 Abu Dhabi

Project Management

82

Aviation Internal AuditorDec 08-12 Amman

Aviation Internal Auditor

• Learn auditing and assessment techniques that will enable you to gain objective evidence of an organization’s degree of compliance with applicable regulatory and IOSA requirements.

• Gain the knowledge to present your assessment in a clear and concise reporting format.

• Learn the auditing requirements that are applicable to the aviation industry organization’s and aviation authorities.


• Aviation operational personnel with little or no auditing experience who wish to become internal operational auditors.

• Experienced aviation operational personnel who wish to become internal operational auditors.

• Operational Managers who would like to understand the added value that an internal audit can bring to their daily functions.

• Quality Managers.

• Safety Managers.

Who should attend?

Course outlines

• Aviation Organization, Regulatory Agencies and Management Systems

• Introduction to Internal Audit

• Audit Process & Program

• Human Factors

• Auditor Qualities

• Auditors Training

• Auditors Responsibilities and Activities

• Common Audit Terminology

• Audit Activity (Initiation & Preparation)

• Documentation Review

• Audit Evidence Gathering

• Analysis of Observations and Findings

• Reporting Audit Results

• Good Practices in Managing an Audit

• Introduction to IATA Operational Safety Audit (IOSA)


Course fees

Conducted by


83

Project Management AdvancedDec 08-12 Cairo

Project Management Advanced


• Improve your organization’s efficiency

• Have a better knowledge of advanced project execution

• Learn the principles of scope management and change control

• Communicate project progress effectively

• Be familiar with the project control function of project software such as Microsoft Project



• Project Managers

• Managers

• Project coordinators

Who should attend?

Course outlines

• Advanced Project Management Techniques

• Definition of organizational roles and responsibilities

• Clarifying the role of the Project Sponsor

• Advanced project selection creation

• Developing a process improvement mind set


Course fees

Conducted by


84

Registration

How To Register?

How To Register?

Ensure a place in your chosen course by completing the registration form as early as possible, or at least two weeks before the course commences.Methods of registration:

Online

By E-mail

Fees & Payment

Cancellation / No-Show

Certificate Of Completion

You can register online by visiting our website www.aaco.org/training

Registration link: http://www.aaco.org/register.aspx?pageid=8

Simply contact us at [email protected] regarding your desired course and AACO/RTC team will reply with a registration form which you will fill in and send it back to us on the same e-mail address.

Please make all tuition payments payable to:• Arab Air Carriers Organization• Regional Training Center

Two modes of payment are available:1. Bank Draft:

Account No.: 5020-2-0-3110938-6Swift code: ARLBJOAMAXXXEgyptian Arab Land BankAmman – Jordan.

2. Through IATA Clearing House.

Unless cancellation is advised at least 15 days before the first day of class, full payment for the course is required. Participant substitution can be made at any time without penalty, assuming the replacing participant meets any prerequisites or criteria for that particular course. *Late applicants will be accepted subject to availability.

At the end of each course, certificates will be awarded based on full-time participation and attendance. These intensive courses require participants to have no prior commitments throughout the duration of the courses. For courses offered by IATA/Jeppesen/Kenyon and AACO in partnership, certificates will be presented to graduates by IATA/ Jeppesen/Kenyon.86

Events of 2012

Events of 2012

Aviation Emergency Response & Crisis Management - Amman -May 20-24, 2012

European Aviation Competition & Consumer Law Workshop

Amman- May 16-17, 2012

Ground Handling Agreements

Cairo - 3-7 June

Leadership & Decision Making

Cairo - 28 Feb - 1 Mar

87

Mr. Abdul Wahab Teffaha

AACO Secretary General

&

Capt. Suleiman Obeidat

Chief Commissioner

GM Jordan Civil Aviation Regulatory Commission

Certification & Accreditations

Certification & Accreditations

The first certification that AACO Regional Training Centers received in order to be able to provide any technical, safety, security or any other courses, needed to be certified by the C.A.A’S in accordance with the regulations of J.A.A, F.A.A and ICAO, this was granted to AACO in 2005 by the Jordanian Civil Aviation Authority.

It was then followed by the certifications of the Syrian, Yemen, Sudan, Libyan Civil Aviation Authorities.

In May 2011, AACO Regional training received the second certification by the Civil Aviation Regulatory Commission which allow and certify AACO RTC’s to conduct approved courses, needed to be certified by the C.A.A’S in accordance with the regulations of J.A.A, F.A.A and ICAO.

88