Malaysia Airlines Academy

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Malaysia Airlines Academy
A unique institution dedicated to providing world class training and development programmes for airline business.

Courses Offered by MAS Academy
No 1 2 3 4 5 6 7 8 9 10 Program Title Impression Making Practices & Courtesy Techniques (IMPACT) Dangerous Goods Regulations Dangerous Goods Regulations Refresher Dangerous Goods Awareness Airfreight Skills Work-Life Balance (WLB) Airlines Business Course (ABC) 100 Mind-Mapping for Business Applications (MBA) Effective Presentation Skills (EPS) Social Etiquette & Protocol Duration (Day) 2 5 2 1 5 1 2 1 3 2 Course Fees (RM) 400 per pax 1,750 per pax 850 per pax 4,000 per class 1,750 per pax 400 per pax 1,000 per pax 1,000 per pax 1,200 per pax 800 per pax Class Size (No of pax) 25 24 24 25 24 30 40 20 25 25

Content
1. Customer Service I. Impression Making Practices & Courtesy Techniques (IMPACT). Regulatory/Operational I. Dangerous Goods Regulations II. Dangerous Goods Regulations Refresher III. Dangerous Goods Awareness IV. Airfreight Skills V. Work-Life Balance (WLB) Management I. Airlines Business Course (ABC) 100 Organizational Learning i. Mind-Mapping for Business Applications (MBA) Communication I. Effective Presentation Skills (EPS) II. Social Etiquette & Protocol

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Programme Title Impression Making Practices & Courtesy Techniques (IMPACT) This interactive workshop is designed to instill the five basic customer service behaviors. The training methodology involves role play, games and action learning.

Objective
Learners will be able to: • acknowledge that customers are vital to them • recognize that the courtesy component is a very important element for competitive advantage • demonstrate five basic customer service behaviors

Status
Developed internally, and will be delivered by MAS trainers

Duration
2 Days

Frequency
To be confirmed

Fees
RM400 per participant

Audience Level
• Front liners • Customer Service Agents • Anyone in a customer-related role who wishes to acquire skills and understand concepts of customer service that will enable them to perform much more effectively

Programme Title Dangerous Goods Regulations
This program is designed to equip people in the transportation industry with the knowledge of how to transport dangerous goods safely, with reference to IATA Dangerous Goods Regulation manual . This is a DCA regulated program.

Objective
Learners will be able to: • identify and classify the nine classes • pack, mark and label DG correctly • prepare the necessary documentation • apply the country and airline regulations accordingly

Status
Developed internally and delivered by MAS/DCA certified trainers. The program is offered both as a public and in-house program.

Duration
5 Days

Frequency
To be confirmed

Fees
RM1,750 per participant

Audience Level
• Operational staff who deals in logistics and transportation of goods for the company

Programme Title Dangerous Goods Regulations Refresher
This course revisits the elements learned during the Dangerous Goods Regulations courses. ICAO requirements make it mandatory that this course be attended at least every 24 months by those who have already completed the Dangerous Goods Regulations course.

Objective
Learners will be able to: • List the changes in the Regulations. • Correctly address issues in the transportation of dangerous goods.

Status
Developed internally and delivered by MAS/DCA certified trainers. The program is offered both as a public and in-house program.

Duration
2 Days

Frequency
To be confirmed

Fees
RM850 per participant

Audience Level
• Operational staff who deals in logistics and transportation of goods for the company

Programme Title Dangerous Goods Awareness
The knowledge and skills of personnel in the industry has to be continually upgraded to meet more challenging and complex rating situations.

Objective
Learners will be able to: • Define dangerous...
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