Managing Across Cultures (Classroom, 3 days)

About

Polish your skills and understand cultural awareness and communication as a service provider.

This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.

Course code: TAPH-35

Course format

• This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
• Student performance will be based on an assessment

Prerequisites

• There are no prerequisites for this course
• Recommended level is Entry-level and Intermediate
• The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

• To attend a class scheduled at one of our training centers: Register early and save up to 20%! Please read the Terms for the early bird discount. The discount will be calculated at the time of payment.
• To arrange in-house training for your company: Complete the in-house training request form or contact the salesperson in your region.

What you will learn

On completion of this course you will be able to:

• Develop awareness of one's own cultural biases as they affect your behavior and that of others in organizations
• Develop a model of culture that can be applied at several levels: national (primarily); corporate; industry/business; functional/professional
• Understand the impact of culture on management practice: organizational structure and process; strategy; human resources management
• Develop strategies for managing cultural differences as: international managers, multicultural teams, and global organizations
• Provide guidelines on managing cultural issues in mergers and acquisitions

Course content

• Customer service & effective communication skills
• Personal awareness using the Myers-Briggs Type Indicator (MBTI)
• Cultural awareness, culture and coping with cultural differences
• Customer contact techniques
• Conflict management

Who should attend

This course is recommended for:

• Managers
• Front line staff

Certificate awarded

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.