Ground_Support_SeptemberP2019 - 20

their career into leadership positions. However,
this is indeed a positive point," says Rogers.
At dnata, new joiners undertake a mix
of classroom- and practical-based training,
depending on what their roles are. The classroom element consists of general induction
information, along with a series of mandatory
safety and security modules to ensure they can
operate safely and confidently on the ramp.
"For the practical elements, they receive
hands on training for the role(s) they are
expected to perform on the ramp. This is
delivered by experienced and qualified trainers who ensure the new personnel are fully
competent in their new roles," says Steve Clark,
head of global training for dnata. "The initial
training program for new hires usually takes
approximately two weeks and the participants
are then operational. As they progress onto
other roles on the ramp, they undertake more
training accordingly. This training is obviously
dependant on the new role they are doing but
can last between two days and two weeks".
Menzies' training programs have individual
distinctive features.
"These can be a challenge to govern and
to ensure that we provide a consistent standard throughout each individual program.
We have a global organizational learning and
development team that sets the basic standard
induction programs and governance processes.
Our goal is to provide industry leading training
and development to our employees, that keep
them safe and motivated, and provides them
and us with a platform to grow," says Hall. "In
addition, our technical and regulatory training
requirements are annually reviewed against the
IATA AHM standards, our regulators and our
customer requirements, this is to ensure we are
always in line with the industry standards and
risk management."

Distance Learning Solutions
Distance learning solutions have become mainstream in recent years as a means for GHSPs
to communicate the overarching standards,
requirements and training content. ATS uses
a learning management system (LMS) to track,
record and administer training.
"We do still require instructor-led training
as well, but our LMS has enabled a consistent and uniform message to be delivered and
tracked. We take advantage of new course
authoring software programs that enable

20 GROUND SUPPORT WORLDWIDE

Photo courtesy of Menzies Aviation

COVER STORY

Our learning
management
platforms allow our
management and our
customers to have
better transparency
on training records
and gives us a much
more resilient record
keeping process.
- Claire Hall, people executive
vice president, Menzies

locations. Our learning management platforms
allow our management and our customers to
have better transparency on training records
and gives us a much more resilient record keeping process," says Hall.
When compared to other industries, however, Rogers believes that eLearning is still
growing in the aircraft ground handling
market.
"Perhaps the reason GHSPs are lagging
could be attributed to some of the challenges
inherent to the business and, of course, there
is the complexity that some authorities may
or may not allow certain topics to be delivered
by eLearning. We also find that employees
really value interaction with a trainer as a
subject matter expert to allow for questioning
and deeper understanding to be checked," he
points out.

Personnel Retention Issues
interactivity, the use of videos and knowledge
checks as well," says Hubbard.
Menzies make use of multimedia networking platforms to communicate its training
programs and ensure that all trainers have
the correct tools to do their job and have a
platform where they can share ideas, issues
and relevant information.
"Although our locations are vast and there
can be many varieties of requirements across
each location or airport, we handle similar customers. This means this sharing platform can
allow us to support our customers' agendas on a
global level. We also utilize LMS to host digital
learning content that is standardized for all

SEPTEMBER 2019

High turnover is a challenge in the aircraft
ground handling sector, therefore training must
be designed and administered to address this
particular challenge.
"A high turnover rate may be influenced
by poor training where the employee does not
feel confident or is not competent to perform
their assigned duties, a well-trained and confident employee may be less likely to seek other
employment," says Swissport's Rogers. "However, it would be wrong to purely say training
effectiveness is directly related to staff turnover
rates as there are many socio-economical and
socio-political reasons which may impact staff
retention rates."

Ground_Support_SeptemberP2019

Table of Contents for the Digital Edition of Ground_Support_SeptemberP2019