Thursday, Nov 11, 2004
Thursday, Nov 11, 2004 |
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Advts: Classifieds | Employment | Obituary | New Delhi
By Gaurav Vivek Bhatnagar
NEW DELHI, NOV. 10. Trailing the successful Dubai experience, the Airports Authority of India has launched a first-of-its-kind English-speaking and training programme for the Central Industrial Security Force personnel at Indira Gandhi International Airport here to enable them to communicate more easily and politely with passengers, especially foreigners. Aimed at making the personnel more passenger-friendly, the 10-day programme will through its conduct in batches of around 25 personnel each time seek to help all the 1,500-odd personnel and officers overcome their linguistic limitations. Moreover it has been organised in the "direct natural communication method" so that the participants do not find it too academic and seeks to keep them busy and interested in the classroom activity through practical training. The first batch has already completed the training and the programme is now into the second batch. Each day, the programme witnesses two teachers from TMI Consulting of Defence Colony, well-known educationist Malini Rajendran and Rajji, conduct classes for one-and-a-half hours at the Domestic Terminal from 3 p.m. The programme, which is being conducted under the overall supervision of GM(Personnel) of IGI Airport, P. Goyal, and Senior Commandant of CISF, Y.N. Sharma, involves open classroom activities, simulation exercises and group activities. The participants are divided into four groups and their performances are assessed at the end of the course. During the programme, the personnel are trained on different aspects on each of the 10 days. While the training starts with how they should be meeting and greeting the passengers and public, it gradually progresses to how they should be interacting with the passengers at the entry and exit points as also dealing with people in the restricted areas. The personnel also receive training on the utilities and services and on how they should give directions to the public on the available facilities. Further, they are imparted training on control of immigration, customs, baggage check and baggage identification. Thereafter the personnel are taught how they should communicate and handle different emergency situations of personal nature, such as in times of a passenger falling ill, a child getting lost or a passenger losing important personal belongings. The personnel are also being trained on handling general emergency situations such as fire, security drill, hijack, accident, political unrest and riots more effectively through better communication skills. The training institute, which has also conducted a similar programme in Dubai, is also teaching them on how they should deal with media, crowd, important persons, sports teams and how they should respond to queries posed by students.
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