Learning in British Airways — A Case of Putting People First

• Autores: Mike Bruce
• Localización: Innovations in education and teaching international, ISSN 1470-3297, Vol. 23, Nº 3, 1986, págs. 236-241
• Idioma: inglés
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• Resumen

  • In response to competition from other airlines, British Airways included among its strategies a campaign aimed at ‘putting people first’. In regarding satisfied customers as its real assets a study was undertaken to find out what they wanted. The findings indicated that passenger‐staff relationships were twice as important as operational factors. The training design team saw that it was a necessity to understand the values that staff dealing with passengers brought with them to the job. Using a repertory grid technique a study was undertaken to identify constructs the staff were using. This identified sociability as the dominant factor and that which caused most problems. A training programme was developed which examined values towards personal relationships and included a number of exercises aimed at developing self motivation, good judgement and responsibility.