Enhancing training and development practices at Air Malta : the passenger handling section

Abstract

The purpose of this study was to analyse the training and development practices at Air Malta's Passenger Handling Section (PHS), divulge any downfalls in such practices, and discover new ways and recommendations of how such practices could be enhanced in order to create an improved learning experience for employees within the section. Hence, my objectives were to first analyse the training cycle of the PHS, then understand and evaluate the training programmes provided by the section to both new and existing employees, and ultimately recommend any improvements by which this section can enhance its training and development practices. In order to reach these objectives effectively, I used the triangulation method of research, which involved me using three main tools to gather data: the Literature Review; Interviews with PHS management to produce qualitative results; and a Questionnaire with PHS frontline employees providing me with quantitative data. The main conclusion I reached from this study was that despite the fact that Air Malta‟s PHS handles technical training quite well in terms of quality, the section is very lacking in providing its employees with development programmes. By providing more development opportunities for its employees, ranging from front-line clerks to top management, Air Malta's Passenger Handling Section would definitely be able to have a much more content, motivated and productive workforce. Moreover, through this research study, I was able to recommend the following suggestions by which such training and development practices could be enhanced: 1. More On-the-Job training for new passenger handling employees. 2. "Job-sharing" between different sections of the company. 3. Conducting field visits for PHS employees in other customer service environments outside the company. 4. Sending trainers to professional courses on how to conduct a training programme. 5. Looking into e-learning as a new training method for the PHS.