Paper must be 4-5 pages not including references or title page, use APA formatting. Include at-least 3 scholarly sources. Paper from week 3 is attached, please review and make adjustment,  The company

Southwest Airline was established on June 18, 1971, with three Boeing 737. It provided its services to San Antonio, Dallas, and Texas-Houston. It is in 1989 that the company attained its first billion-dollar income form the flight services and thus became among the major airlines. Since then, the airline company has realized more revenue and expanded its operations to serve and offer more locations of travel. The company later merged with the AirTran Airways which made it among the biggest companies offering flight services both locally and transnationally. The acquirement of the AirTran Airways will result in a total of 47,000 staffs to “serve more than 100 million customers yearly” (Southwest, 2015) the operations and the number of flights per day will increase to 94 destinations domestically and 3,600 flights per day. Also, there will be other destinations outside the United States such as Belize City, Belize. Southwest Airlines Company encounters a negative customer perception due to the pending court cases which are associated with the customers and the customer service and hence damages the company image in the airline industry. Most of these lawsuits are based on passenger complaints which continually affect its image in the airline industry. As a result, there is a training need which should be focused on the in-flight attendants to improve customer service.

When it comes to learning, the styles to be used in the training program should be identified to get the best results. Therefore, a specific learning style is learning through goal orientation which emphasizes the goals set by the trainee during the learning process (Gagné & Medsker, 1996). Not correct. Aways use the text as first source (Noe, 2017, p.175) The employees should also be allowed to choose on the learning style which they feel they can understand the changes and the new skills to be taught for the best of their understanding. Involving them in the selection of the training style to be employed is essential to achieve good results from the training. The chosen learning styles ought to conveying intellectual skills, knowledge as well as making them realize their abilities. The training may include both verbal and more practical. The employees will get coordinated on how to apply the new skills in the place of work through demonstrations which may be incorporated during training to enhance their understanding. In this way, the attendants will learn through an orientation where they strive to enhance their first skills in a bid to make subsequent progress in increasing their quality of customer service. Therefore, they have to orientate their performance by learning new skills which are brought about to address and reduce the frequency of customer complaints to improve the overall performance.

Additionally, goal orientation has been found to influence the amount of the efforts exerted by those attendants in expanding their learning skills (Training Needs Assessment Survey from HR-Survey.com, n.d). Trainees with advanced levels of learning orientation, on the other hand, will then focus their devotion on the task beforehand. Moreover, learning orientation will ensure that goals are set around both learning and experiment that concerns new skills of enabling the attendants to provide customer service effectively.

The training will also involve on-going feedback through discussions and supervision. The employees will discuss and assist one another in the implementation of the learned skills and way of supporting and addressing customer concerns. The discussions may also be held regularly through the performance cycle to ensure the effectiveness of the training program. Supervisors will also have a role to oversee the work done by the attendants. They should report on the changes in the performance as well as addressing the issues or points which may need improvement.

Outcomes: Improve the knowledge and skills of customer service.

Criterion of performance: the attendants will be in a position to attend to customer needs in a friendly and polite manner, by listening to their concerns attentively and providing solutions.

Condition: the attendants have to maintain professionalism when attending to customers in a personable way.

Training Objective 1: the attendants will be in a position to cool down an angry customer in a more personable way while maintaining professionalism through the skills and knowledge acquired from the training.

Outcome desired: assure passengers of their security through good listening skills to security concerns.

Criterion: the attendants will ensure the issuance of security instructions to the passengers before take-off to and also making them understand them to ensure they are satisfaction.

Condition: this will have to happen every time before a plane takes off.

Training Objective 2: The issuance of the safety instructions is done before a plane takes off and the passengers are assured of security in case there are security threats.

Outcome desired: attendants to seek assistance when needed.

Criterion: incase a customer concern is not solved within 10 minutes; a senior attendant can be contacted for assistance.

Condition: attendants will notice angry customers and seek assistance form a senior person who may attend to the concern in a better manner.

Training objective 3: the in-flight attendants will be in a position to identify nagging passengers and seek senior assistance if the concern takes more than 10 minutes to address.

Specific: the first training objective is specific in terms of customer service in that the attendants are supposed to be attentive to the passengers’ concerns as well as providing solutions in a personable and friendly manner.

Measurable: the objectives are containing a measurable aspect of the 10 minutes assigned to serve each passenger from which if exceeded, an attendant should seek assistance from a senior attendant. If the concerns will exceed the timeframe without seeking assistance, then it will indicate that the training objectives are not achieved.

Attainable: the objectives may not be fully attainable and to curb this, training objective 3 has a time frame for every passenger and also seeks to train in-flight attendants to consult a senior attendant. However, training objective one may lower the number of angry passengers through by attending their concerns in a personable manner.

Realistic: there are the type of passengers who when they get a concern they get irritated and cannot be calmed down easily even in the friendliest manner. In this case, the training should address the issue through consulting a more professional person in a senior position.

Timely: With the time frame set for the training which is three to five weeks, the achievement of the goals will be assessed. The effectiveness of the training after the objectives are attained is to provide the improved customer care services to the passengers throughout.

As a result, the training goals include:

1. Train the attendants to pay attention to customer concerns and provide solutions without distraction.

2. In-flight attendants must also ensure proper security instructions are provided to customers before flight and misunderstandings addressed.

3. Encourage job sharing where new attendants may ask questions form the experienced or senior attendants.

4. They should also be in a position to recognize nagging customers when the attendance time exceeds 10 minutes.

5. To address their concerns, senior management should be involved to settle the issue.

Southwest Airlines have a training gap on the quality of the customer service provided. Training which is aimed to enhance their skills and knowledge may help in the overall productivity as well as increasing the revenue through attracting new passengers through the customer service provided. The employees will need to undergo training on the necessary skills required for quality service through the appropriate learning styles which best fits for their understanding applicable at the workplace. This will ensure safety as well as high levels of productivity. The learning styles to be employed will help ensure the set objectives are perceived, understood and achieved by the in-flight attendants.

Bascal & Associates. Frequently Asked Questions About Performance Management, Performance Appraisals, Employee Reviews, Appraisal Forms and More : What are SMART goals? 2009. Retrieved 24 July 2019, from http://performance-appraisals.org/faq/smart.htm.

Careerflightpathcom. (2014). Career Flight Path. Retrieved 24 July 2019, from http://www.careerflightpath.com/flight-attendant-training/

Irvine, D. (2014, April 7). The Challenges in Merging Different Company Cultures. Retrieved 24 July 2019, from http://www.eremedia.com/tlnt/the-challenges-in-merging-different-company-cultures/.

Training Needs Assessment Survey from HR-Survey.com. (n.d.). Retrieved 24 July 2019, from http://www.hr-survey.com/TrainingNeeds.htm.

Tracey, J. B., Tannenbaum, S. I., & Kavanagh, M. J. (1995). Applying trained skills on the job: The importance of the work environment. Journal of applied psychology, 80(2), 239.

Training Objectives and SMART Goals Paper

Building on your assignment from last week, where you used a Gap Analysis to conduct a Needs Assessment, identify one specific training need from that assessment and one group or department of employees who need the training.

Create three specific training objectives for that training, and analyze those objectives by creating SMART training goals. Your paper should include the following sections.

• Introduction: Post an introduction that explains the company background (brief), the training need established from last week's needs assessment, and the group of employees who need the training. (5 points)

• Learning Style: Based on your readings from this week, identify the specific learning styles that will apply to that particular group of employees. (15 points)

• Training Objectives: Create three specific training objectives for your training. Ensure those are broken down in the three parts identified in our course lecture this week, and in your textbook (outcome, criterion, and condition). (25 points)

• Analysis: Analyze your training objectives using SMART training goals. (Review the Course Lesson for examples). Provide your analysis of your objectives, your brainstorming of the connections to future pieces of training (where applicable), and create your training goals. Again, show your work. (15 points)

Your paper should be about 4-5 pages, not including references or a title page. Use APA formatting. Include at least 3 scholarly sources (15 points).