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SGHA-SLA and Effective Negotiation Behaviors (Classroom, 5 days)

DescriptionPrices & Registration
Did you know that in the past 3 years, 549 participants from 92 countries have taken this course with IATA?


Learn about the latest updates and how to use the IATA SGHA as a commercial agreement and services description document.

This course covers the IATA Standard Ground Handling Agreement section by section, giving you the foundations to write the Annex B and Service Level Agreement accurately and effectively. Learn how to enhance cooperation, efficiency and savings in your negotiations through technical training and exercises that replicate today’s global marketplace.

Available as: Classroom & In-Company course
Duration: 5 days (40 hours)
Recommended level: Professional and Management
Prerequisites: Participants should have prior knowledge of ground handling business and operations

Next class

May 24 - May 26, 2017 - Thailand, Bangkok (CGH-IATA)
6 additional classes are scheduled. See all

What you will learn

Upon completing this course you will be able to:

  • Identify the differences between 2008 and 2013 versions
  • Analyze 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

Course content

Changes in 2013 version compared to 2008 version

Standard Ground Handling Agreement (SGHA)

  • 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 and termination terms
  • Review of Annex A and B
  • Interpretation of all sections and paragraphs

Service Level Agreement (SLA)

  • Principles of the SLA
  • Contractual requirements
  • Targets based on operational needs
  • Bonus schemes
  • The SLA and aviation safety
  • Measuring and monitoring of SLA performance

Business-to-Business negotiations

  • Negotiations: achieving more with less effort
  • Business-to-Business Relations
  • Cultural differences and opportunities

Download full outline (pdf)


  • Case studies
  • Exercises

Who should attend

This course is recommended for:

  • Airline and GSP buyers, sellers, and contract managers
  • Commercial managers
  • Legal counsel
  • Station managers

Aircraft maintenance service professionals should attend the Standard Line Maintenance Agreements workshop. This course meets regulatory requirements for line maintenance outsourcing.

Certificate awarded

An IATA Certificate of Participation is awarded to participants who successfully complete the workshop.

This course is a step toward earning an IATA Diploma in:

Additional information

Feedback from past participant:

Ludwig Dorfmeier - Diploma in Ground Operations

Ludwig Dorfmeier

Director - Contract Air Middle East, Africa
DHL Aviation EEMEA B.S.C.(c)
With a B.Sc. in Aviation Management, an MBA, and 15 years of flight operations experience behind me, I wanted to refresh my knowledge - this time with a focus on ground operations. I researched several executive-level programs but chose IATA’s Ground Operations Diploma program for its reputation and convenient course schedule.

The SGHA-SLA & Effective Negotiation Behaviors workshop was a great introduction to IATA’s courses and approach to ground operations training. I work with SGHAs - mainly wet and dry lease agreements – daily, and this practical course has helped me utilize the manual to its fullest and formulate solutions to issues when they arise on the ramp. Thanks to a lot of practice opportunities provided during the course, I also feel more confident when generating agreements with our established pool of operators.

I earned the IATA Diploma in Ground Operations shortly after completing this workshop and haven’t stopped since! I will next complete the Diploma in Airline Operations and hope to start the Diploma in Cargo Operations after that.

Theory is great, but it’s the experience the instructors and other participants bring to the classroom I find most beneficial. I recently took a course with a group of CAA and Airport Authority representatives from Nigeria, a country in which DHL operates. It was a valuable opportunity to meet some of the people I work with and see how we might increase our cooperation on common issues.

My colleagues are now very aware of my training history with IATA, and I recommend IATA courses to those interested in furthering their aviation careers. I strongly believe IATA courses and diplomas are useful at all career levels, increasing the creditability of both the individuals and their companies.

About IATA Classroom Training
We train more than 10,000 aviation professionals annually through our global network of IATA Training Centers, Regional Training Partners, and in private in-company sessions. Our 200+ classroom courses are developed using IATA’s unique industry insight and delivered by IATA Instructors, experts in their fields. More

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Course Media

A peek inside the training material

See a sample lesson on the fundamentals of Service Level Agreements.








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