THE DEVELOPMENT OF TRAINING CURRICULUM FOR THE ENHANCEMENT OF IN-FLIGHT SERVICE CAPABILITY OF THAI AIRWAYS INTERNATIONAL’S CABIN CREW WITH BELOW-STANDARD ASSESSMENT

Abstract

This objective of this research to develop the “Enhance Course “ which is a training curriculum designed to increase competency of underperformed Thai Airways International’s cabin crew as well as study the curriculum effectiveness through assessment. The samples were all population of 50 cabin crews with below standard assessment in qualitative research techniques. The curriculum development involves four steps as follows: Step 1: study of basic information, Step 2: curriculum development, Step 3: pilot course for underperformed cabin crew based on supervisor’s cabin report, Step 4: the curriculum assessment and adjustment. After conducting this research, the study of training curriculum consists of nine components this training curriculum aims to facilitate participants to manage their learning and apply skills to their duties. It focuses on revising the main cabin crew duties based on 3S concept including Safety, Security and Service. This course also enables participants to realize themselves about having service-minded attitude and promoting competence towards their duties. It provides the advice on appropriate behavior leading to happiness at works as well as encourages participants to adjust their personalities, so that they are able to communicate positively. Emotional control training and genuine service delivery are also included in the training module. The outcome of course assessment have found that there are some improvements of participants in terms of level of knowledge, self-learning, integrative learning, skills and service-minded attitude.