‘An important part of learning is making it fun’: Singapore Airlines

by L&D05 Jul 2016
L&D Professional interviews a spokesperson at Singapore Airlines about their onboarding program, gamification and leadership development.

LDP: What are the highlights of your L&D program?

SIA: At Singapore Airlines (SIA), we believe in helping all employees achieve their full potential. We focus on ongoing training and development and believe that training starts from an employee’s very first day.

We recently reviewed and improved our 22 day onboarding program, which introduces new employees to our organisation, our service culture and how we conduct our business. The aim is to educate new employees about our unique SIA culture.

We’ve always seen ourselves as being in the business of “service”, which is why it is a key focus of all of our training programs no matter what part of the business an employee works in.

We want to ensure that our training program instils the SIA service culture in all of our staff, in particular our frontline employees who are the face of the company every day.

Ensuring they are equipped with the right skillset they need to delight our customers, and retain their loyalty, is critical to our ongoing success.

For example, our cabin crew trainees go through a 15 week intensive training program to prepare them to become the famous ‘Singapore Girl’.  

We also take pride in our various leadership development programs to grow and develop our young leaders to be capable of leading their team into the future.

To that end, we are refreshing our key leadership programs to bring in new perspectives and to strengthen our core competencies.

LDP: Is a blended learning approach important for Singapore Airlines?

SIA: Ensuring there are a range of different learning options is vital to providing a successful training program, which is why we adopt blended learning for most of our training.

E-Learning provides just-in-time, customised training to staff based locally and abroad, and allows operational flight and cabin crew the flexibility to access and complete their e-learning modules – anytime, anywhere.  

We use e-learning a lot for delivery of technical certification, regulatory and functional programs as it is a cost-effective means to delivering refresher training. We are also developing mobile learning that will be a very useful platform to reach out to our operating crew.

We are exploring using virtual reality and augmented reality in our various training programs across the company. We apply gamification concepts not just to our e-learning but also as part of our classroom training – because we know that an important part of learning is making it fun.

LDP: What parts of L&D give you the most satisfaction?

SA: While working on all the new technology developments is exciting, what gives the most satisfaction is still the positive feedback and compliments from our employees and watching their careers develop because of the training they have done.

Part two of this interview will be published this week.

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