The course aims to provide airport immigration officers with K/S/As required to effectively and efficiently handle various situations arising from cultural differences among travelers in accordance with Local Airport Security Guidance Manual.
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Cross Cultural Awareness skills for Immigration officers
190/163/FAL CCA
Standardized Training Package (STP)
Objective
Learning objectives
- Identify cultural differences
- Apply effective communication
- Provide high level customer service
- Take appropriate action in case of situations which occur due to traveler cultural differences
Structure
- Module 0: Introduction
- Module 1: Cultural Diversity
- Module 2: Effective communication and Customer Service skills
Target audience
- The primary target population is airport immigration officers.
- Secondary Target Population: immigration supervisors, passenger handling agents, AVSEC officers, airport customer service providers.
Prerequisites
Persons assigned to work as immigration officers, passenger handling agents, AVSEC officers, airport customer service providers.
Able to speak, read and write in English/Arabic
One-year experience in the field of civil aviation and air-transport industry
