Drive outstanding customer service with the with the winning combination of knowledge, skills, and attitude.

Earn the IATA – Harvard ManageMentor Leadership & Management Diploma

Upon completing this course you will have the skills to:

• Learn techniques of effective communication and customer contact
• Understand the various social styles and cultural differences of airline customers
• Gain knowledge about new trends in customer service
• Build or refresh management and leadership skills
• Respond to management challenges effectively

This course is recommended for:

• Ticket office, reservations, check-in, traffic, operations, baggage service and information desks staff
• Cargo reservations and receiving staff
• Public relations and sales support personnel
• Flight attendants

• Improved Standard of Customer Service
• Verbal & Non-verbal Communication Skills
• Customer Contact Techniques
• Cross-cultural Awareness
• Managing stress
• Harvard ManageMentor modules

Harvard ManageMentor (HMM) incorporates state-of-the-art, media-rich content furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development. It is a valuable online reference that companies around the world trust to help boost individual and corporate performance by helping you handle the small and large Management & Leadership issues you face. 

Combined, the Harvard ManageMentor modules and this Distance Learning course in eBook format will provide you with the Leadership and Management skills you need to succeed in your organization.

At the end of each module, a certificate of completion is awarded to those who pass each module with 70% and have viewed 70% of the course content.

Upon successful completion of the 10 required HMM modules and the IATA module, contact us to claim your IATA – Harvard Leadership and Management Diploma.

NOTE:

1. The fees include the Aviation Distance Learning course and acces to the HMM modules.

 2. Customers in Europe may contact training.europe@iata.org for information.