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



The 2013 version of IATA SGHA is here! 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.

Join the 286 Contract Managers and Ground Operations professionals from 77 countries who have upgraded their skills with this training since 2010.

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

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

Certificate awarded

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

Further training
Graduates of this course can apply for the Harvard ManageMentor (HMM) distance learning program at a special graduate price.

Improve your language skills through our joint programs with Rosetta Stone®, Berlitz® and other specialized language programs. More

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.

Course Media

About the workshop

Instructor, Bill Morrison, explains his approach to teaching this technical and practical material. Watch the class in action and hear from past participants.




A peek inside the training material

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








Additional information

© International Air Transport Association (IATA) 2014. All rights reserved.