NATA - National Air Transportation Association | 2011 Line Service Supervisor Training

Line Service Supervisor Training - NATA's Spring Training Week

February 21-22, 2011

Las Vegas, NV - Cygnus Aviation Expo (CAE)

Gain confidence in handling day-to-day interactions with the right amount of power and influence through the new LSST Seminar.

This seminar, specifically designed for Line Service Supervisors, provides the training you need to become more proficient in strategic planning, supervising staff, motivating others, communicating and coaching a team. This high-impact, high-energy seminar includes guided group debates, interactive discussions and various case studies designed to take you to a new level of leadership. You will also take part in self-assessments to explore your strengths and weaknesses and their effect on your management style.

We will confirm your registration in the seminar and send access credentials to complete the FAA required 14 CFR 139.321 Online Fire Safety Training. This training must be completed prior to attending the seminar in order to receive your certificate at the end of the seminar class. Please print out and bring the temporary certificate received upon completion of the online fire safety training.

Click here to view a video by Dr. Todd Dewett on Leadership

Why Attend?

Share your challenges and triumphs with colleagues and speakers
Discover your strengths and weaknesses through invaluable self-assessments
Learn to promote safety and synergy through teamwork
Instill a culture based on trust, partnership and respect at your FBO
Begin interacting more positively with your employees, other supervisors and senior management
Review the technical information crucial to perform your job
Ensure top-notch customer service at your company
Make your FBO more efficient by learning how to engage and motivate your staff
Discuss various legal compliance issues to help prevent lawsuits

Who Should Attend?

Line Supervisors / Managers
Line Service Technicians
Fuel Company Representatives

What Will Be Covered?

Attendee Self Assessments
Creating a Healthy Safety Culture by Promoting Teamwork and Synergy
Leadership and Supervisor Essentials
Legal Compliance as a Leader
Employee Engagement
Team Building
Coaching Leadership
Leadership Essentials
Line Service Supervisor Technical Review
Managing Technical Procedures through Your People
Simple Steps to Ensuring Top-Notch Customer Service

Speakers

Todd Dewett, PhD
President, TVA Inc.; Professor & Assistant Dean, College of Business, Wright State University

Dr. Dewett is dedicated to developing and inspiring people in organizations by combining a massive dose of energy with world class knowledge to deliver a message that brings leadership to life. He has been quoted in the New York Times, Business Week, CNN, the Chicago Tribune, MSNBC, the Christian Science Monitor and hundreds of other outlets and has published papers in leading academic journals and conferences. Dr. Dewett’s credentials include a BBA from the University of Memphis, an MBA from the University of Tennessee, and a PhD in Management from Texas A&M University. Since beginning his career with Andersen Consulting and Ernst & Young, he has consulted with, trained, spoken to and instructed professionals from a wide range of organizations including Fortune 500s, a host of business associations, smaller organizations and government agencies. Currently, he is settled in Dayton, Ohio where he continues his quest to improve our capacity to lead. Find more information at: http://www.drdewett.com/

Reed Fuller
Ascent Aviation Group
As equipment director and the Ascent/Phillips 66 quality control officer, Reed has been exposed to many of the infinite wisdoms of the industry, including those that are hidden in the dark corners of aviation. Reed will conduct a review of the technical material critical for every line service technician.

Mike France

NATA

Michael France joined NATA as the Manager of Regulatory Affairs in March of 2009 and is responsible for handling issues that affect the association’s FBO and general aviation airport members as well as all environmental matters. Michael is also the staff representative to NATA’s Airports, Environmental and Flight Training Committees. He began his career in aviation as a Line Service Technician for Jet Services, Inc in Manassas Va. and served as the Quality Control and Training Coordinator for Volo Aviation prior to joining NATA. Michael studied Chemistry Education at Ball State University in Muncie, Indiana.

Walter Chartrand
AirBP Aviation Services
Walter is known throughout the industry for his knowledge and entertaining teaching style. His technical expertise is sprinkled with light humor, leaving all in attendance wanting more. He has an uncanny ability to relate people, places and knowledge to any subject.

Sunshine McCarthy
ServiceElements
Sunshine is a facilitator and strategist with ServiceElements. She is an accomplished training facilitator and speaker, and has broad international business experience working with the aviation industry throughout the world. Through her career she has gained considerable experience and expertise in the areas of organizational management, training, customer service and staff development.

Mario Martinez, PhD
ServiceElements
Mario is a senior curriculum development analyst and facilitator for ServiceElements. He has worked as a professional speaker since 1997 delivering seminars in management, leadership, and various topics related to human and organizational dynamics. He also teaches graduate courses in the Higher Education Leadership program at the University of Nevada Las Vegas and has taught in the MBA program at San Diego State University. He has published several academic, professional and trade books including “Building a Customer Service Culture.”

Amy Koranda
NATA

Amy is Director, Safety & Training for the National Air Transportation Association (NATA). She has more than 30 years experience in association management, corporate aviation and is a pilot and flight instructor. She presently owns and flies a Piper Cherokee six. She helped develop the NATA Safety 1st Professional Line Service Training program and assists with NATA’s Safety 1st Management System for aviation businesses.

Leonard Kirsch
McBreen & Kopko
Leonard Kirsch has been representing FBOs and aviation service companies for more than 20 years. His firm, McBreen & Kopko, was started by the former owners of Butler Aviation. He represents many FBO chains and single FBOs in day–to-day matters, acquisitions, and negotiations with airport authorities. He is also an expert on FBO competition and has handled Part 13 and Part 16 administrative complaints.

**Speakers are subject to change

Schedule

Day One

Session Time 8:00 a.m. to 5:00 p.m.

Welcome Message & Seminar Overview

Line Service Supervisor Technical Review
This session will provide an overview of the technical information you need to know as a ramp supervisor. Receive a brief review of the following topics:

Aviation Fuel Quality Control & Filtration
Misfueling
Aviation Fuel Additives
Fuel Farm and Refueler Preventative Maintenance

Managing Technical Procedures through Your People
The proper execution of the technical procedures discussed in the previous session is vitally important to the success and safety of every company. You will learn tips and techniques for ensuring that your staff is always doing the “right thing” when it comes to these procedures.

Lunch Break Included

Legal Compliance as a Leader
(Led via live webcast by McBreen & Kopko, a top aviation law firm with experience in operational issues)
As a line or field supervisor, you are faced with real life situations that are governed by various laws, rules and regulations. Learn simple guidelines to ensure that your actions and decisions do not run contrary to these legal requirements. Discover the steps you must take to ensure compliance with a wide range of operational issues, including hiring and terminating staff; training and record keeping; OSHA safety and environmental compliance; handling aircraft damage and other claims; and using contracts, service orders, work orders and other documents to protect your employer.

Leadership Essentials (Part 1)
Leadership is about getting the most out of yourself and others at work. This session will show you how by focusing on:

Motivation (what works, what doesn’t, and why you need to know the difference)
Performance management (personal goal setting, setting goals for others, effective employee evaluations and accountability)
Conflict management (how to stop destructive conflict and increase positive conflict)

Leadership Essentials (Part 2)
Leadership is only effective when leaders speak in order to be heard and when they do what it takes to maximize productivity at work. This session will show you how by focusing on:

Effective communication (how to frame what you say and choose the best “channels” to use)
Group and meeting management (smaller groups, shorter and more productive meetings)
Creativity and decision-making (how to make decisions others will follow and how to get others actually “outside the box”)

Simple Steps to Ensuring Top-Notch Customer Service
It has never been more important that all of your staff provide the best customer service possible to your customers. The first and last impression of your FBO is typically formed from interactions with your line service staff. You will not only learn what it takes to provide top-notch service to your customers and why it is so important, but also how to ensure that your staff is providing this same high level of service when you are not around.

Day Two

Session Time 8:00 a.m. to 5:00 p.m.

Welcome Message & Seminar Review

Attendee Self Assessments
As a supervisor, you are interested in job success and want to know, "How can I improve as a leader?" In order to be successful, new supervisors must first know what kind of leader they are and how to interact effectively with their staff. Attendees will review and compare individual assessments in an interactive group format to learn more about how they manage, as well as discover the best way to communicate.

Creating a Healthy Safety Culture by Promoting Teamwork and Synergy
Individuals who want what is best for the group and work well in teams help lay the foundation for a healthy safety culture. Great companies rely on great teams. Great teams rely on great managers and supervisors. You will learn the importance of teamwork to the safety and success of your company through scenarios, discussions and personal experiences. You will not only explore how teamwork can promote safety and success, but also discover how it is influenced by personalities and leadership styles.

Leadership and Supervisor Essentials
Leadership is a journey. Every effective supervisor, manager, or executive had to first master the basics and essentials of leadership. In this session, learn the essentials of leadership and supervision in an interactive, fast-moving and fun-filled two hours.

Employee interaction: What are the “do’s and don’ts” of interacting with your employees? How do you handle difficult situations? In this section of the workshop, you will work with a team to solve various scenarios and role-play how you solved the challenge. The best role-playing and solution receives a coveted prize.
Learn from your fellow supervisors and managers: In this session, we will learn from each other by creating a list of best practices for line service supervisors and managers.
Takeaways: In the takeaway session, each participant identifies three things that they can take from the session and immediately apply to their job. We will not only identify takeaways, but also make commitments to put what we have learned into practice.

Lunch Break Included

Employee Engagement
Your team’s success depends on the level of engagement of each and every employee. As a supervisor, you are the critical ingredient in successful employee engagement. In this session, you will learn what really motivates employees. You will also have the chance to create an action plan to help you create a committed team.

Assess your own engagement. Where are you on the engagement spectrum?
Assess the commitment of those you supervise and manage
Learn what motivates employees and why people become content but not necessarily motivated. The lessons of motivation and engagement are discussed through role play and case studies.
Create an action plan to involve all of your employees

Coaching Leadership
Your team is made up of many members who may be at different levels of productivity for various reasons. Learn how to coach everyone in a way that encourages them to maximize performance and increase their involvement.

Learn about an exciting coaching model that you can apply to each employee
Review your own coaching style provided through the previous assessment
Find out how to properly assess what type of coaching your employees need through mini-cases
Achieve maximum results with a class-generated list of management “pointers”

Fire Safety Review for Trainers

Please note the above agenda is subject to change due to varying availability of speakers.