Program |
Diploma in Business |
Unit Number and Title |
Unit 14 Working with and leading people |
QFC Level |
Level 5 |
The most important resource that the organization can have is human resource. Human resource is required so that the company can make effective use of other resources and create value for the customers. It is through this process of value creation that the company makes profit. The first step in having a great human resource is to recruit the right people. Unit 14 working with and leading people Solution Assignment focused to guide the recruited people and help them work in a team to achieve the goals and objectives of the company. It is also important to monitor the performance of people and train or motivate them at times. The following pages describe these different facets of human resource.
The job of flight attendant is a very important job profile of the airline. The attendants or the cabin crew are the face of the airlines in front of the passengers.
Job analysis- The job provides with plenty of opportunity of having contact with people as well as it offers them opportunities to travel. In a commercial airline the cabin crews are jointly responsible for comfort and safety of the passengers. The role of a cabin crew can be physically and emotionally demanding. The job of a cabin crew involves high degree of responsibility. It is required that the cabin crew should exhibit diplomacy while dealing with the passengers. The cabin crews are required to maintain smile on their face while they travel through different time zones and spend extended periods of time while being on their feet. It is a requirement for a number of airlines that the cabin crews should remain in close proximity of the airport. It is also required that cabin crew might have to go to work at a short notice. It is important to consider the fact that the job of a cabin crew might require working for long hours and working at unsocial hours. It might also be necessary for the cabin crew to be working on the eve of public holidays. However, on the positive side the opportunities of travel and tourism exploring destinations across the globe are unparalleled for a cabin crew. It is also important to note that the cabin crews get the opportunity to interact with a wide range of different people.
Job description- A cabin crew is required to greet passengers as they enter and exit the plane. They are required to guide passengers to their seat. It is also required that they show special attention to certain passengers who are elder or disabled. A cabin crew is required to serve the refreshments and meals to the passengers (Payne, 2015). As an additional duty they are required to check the conditions of emergency equipments and provide information regarding the same to the passengers. In time of emergencies they are required to deal with the situation and provide first aid. They should supply the passengers with magazines, news papers and other forms of entertainment while they are in flight. The cabin crews are also required to sell duty free commercial goods to the passengers and provide a written report of flights after completion of journey.
Person Specifications- The person specifications that are required to fetch a job at the airline vary from one airline to another. However, some of the requirements required are as follows:
The recruitment and selection procedure for selecting airline crew are bound by certain legal and statutory rules and regulations. The human resource manager should be aware of these rules for the process of selection and recruitment is started. The impacts of different legal ethical and regulatory considerations on recruitment and selection of cabin crew are discussed below:
The cabin crew as said before the face of airlines. Most of the passengers select airlines based on the services offered by the cabin crew of a particular airline. In this regards it is of utmost importance to select the right candidate in the position of cabin crew. The selection techniques that are best suited to select the right candidate are as follows:
The selection process was a joint activity in which each individual was required to play a part and ensure through their coordinated effort that the selection process was efficient enough to select the right candidate. It was required to be ensured that the different members performed their duties efficiently and also collaborated with each other so as to ensure that the end result was the desired one. In this scenario, I had a major role to play in the selection process. In order to select the right candidate I defined the specifications keeping in mind the legal, ethical and other statutory requirements. I have also helped in placing the advertisement at best news papers. I have additionally helped by defining the selection procedure and the steps that needed to be followed in selecting the right candidate. Besides performing my roles with élan, I also coordinated with other members of the team and ensured that there was proper synchronization amongst team members.
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Call us: +44 – 7497 786 317One of the most vital skills that are required of a cabin crew is his or her ability to work in a team. Without proper team work a cabin crew cannot work to the best of his skill nor ability. Not only is team work essential for the daily practices, but it becomes all the more vital in the emergency situation (Belbin, 2012). At times of emergency the thing that can differentiate between a life or death situation is team working ability. If there is no team work between the cabin crew members the quality of service would suffer and the passenger would easily notice the same. Irrespective of the team work and professionalism of the crew members, lack of team work during emergency can lead to inevitable outcomes. The way in which team work amongst the members of the cabin crew can lead to the success of the airline is described below:
Working as a cabin crew means team work. Without proper coordination of team members the cabin crew would not be able to achieve the designated tasks in a coordinated and efficient manner and this might lead to unnecessary duplication of efforts. The lack of coordinated between cabin crew members easily has an effect on the quality of service being offered to the passengers (Clutterbuck, 2011). The fall in the service quality as a lack of team work and coordination is easily noticeable by the passengers who might chose a different airline for this reason. Lack of coordination in case of emergency situation while in air can lead to severe outcomes. To illustrate the importance of team work and the experience of working as a member of the cabin crew illustrated below are certain situations. The crew members are responsible for providing meal and other snacks to the passengers while on air. While providing suppose a particular snack, if one cabin crew runs short of the same then other member of the crew should immediately take notice and supply the airhostess with a spare one that she might be having (Shin, Kim, Lee and Bian, 2012). If the other member refuses to help, then the first cabin crew might have to herself go to the inventory and fetch the thing leading to delay and furious passengers in the process.
Similarly it is also very important that there is good relation between the pilot team and the cabin crew as well. This was not the case before and there were hierarchical differences between pilot and cabin crew. However, it is not the case in these days and it is very important to build relationship between these two groups. This is due to the fact that in case the cabin crew is able to observe some unusual happenings on the wings, they can report the same to pilots in the cockpit before passengers notice the same and panic. The position of a team leader of the cabin crew is required to support the senior manager in day to day operations of the cabin crew. It is required that as a manager one is able to lead, manage, inspire and recognize the cabin crew and is able to ensure that a working environment that is safe and secure is achieved on board and also there is excellent delivery of customer service to the passengers. For instance in one case when the performance of a particular crew member had fallen below the standards, I had to step in as the manager and through informal counseling tell the employee about the way to improve her performance.
In order to ensure that the members of the cabin crew are effectively able to carry out their duties and the customers are satisfied with the level of service being offered to them, 360 degree evaluation would be used. In this case the crew members and the quality of their service offerings will be evaluated using feedbacks from customers and colleagues. The manager would also evaluate the performance of employees (Stahl, Mäkelä, Zander and Maznevski, 2010). The performance of the employee would be evaluated by collating and synthesizing the reviews from different sources. If an employee is seen to perform below the expected level, then he or she would be informed about the same through informal meetings at first. Similarly good performance of the employees would be praised through informal meetings as well. The score received over a period of time about the performance of the crew members would be used to determine whether performance has improved or dropped over a time period.
The workforce in today’s environment has become global. People or the employees come from diverse cultural, ethical and linguistic backgrounds. The learning attitudes and technique of different people varies a lot. The factors that need to be considered while putting planning, monitoring and assessment of work performance under consideration are described below:
It is important to deliver the assessment of the cabin crew so as to ensure that the needs of the cabin crew are developed. In case the assessment is poorly designed and does not cater to the needs of the people then it would lead to lack of motivation amongst the cabin crew. This is illustrated below with details.
The importance of the assessment process in ensuring that the performance of the employees is improved or they are provided proper training is paramount. If the assessment process is not correct, then it cannot be ensured that rest of the steps would be perfect. Lack of a well designed assessment process might be felt on promotion.
The steps that can be used for evaluating the performance of the assessment process are:
The above pages describe the way in which people are recruited in the cabin crew profile. During the selection process the legal, statutorial and ethical issues that must be taken care of are also described. The different methods that can be used to select and recruit the right candidate are described next. The benefits of team work in the cabin crew are also discussed along with the experiences of working in partnership as a leader and member is shared. The next phase focuses on the way to monitor performance, factors to be kept while monitoring performance and way to reward top performers.
Absar, M.M.N., 2012. Recruitment & selection practices in manufacturing firms in Bangladesh. Indian Journal of Industrial Relations, pp.436-449.
BBC. 2006. How ageing affects your abilities. [Online]. Available at < http://news.bbc.co.uk/2/hi/programmes/panorama/4894256.stm > [Accessed 21 October 2016].
Belbin, R.M., 2012. Team roles at work. Routledge.
Bradley, B.H., Postlethwaite, B.E., Klotz, A.C., Hamdani, M.R. and Brown, K.G., 2012. Reaping the benefits of task conflict in teams: the critical role of team psychological safety climate. Journal of Applied Psychology, 97(1), p.151.
Clutterbuck, D., 2011. Coaching the team at work. Nicholas Brealey Publishing.
Cole, R.W. ed., 2008. Educating everybody's children: Diverse teaching strategies for diverse learners. ASCD.
Gino, F., Argote, L., Miron-Spektor, E. and Todorova, G., 2010. First, get your feet wet: The effects of learning from direct and indirect experience on team creativity. Organizational Behavior and Human Decision Processes,111(2), pp.102-115.
Ofori, D. and Aryeetey, M., 2011. Recruitment and selection practices in small and medium enterprises: Perspectives from Ghana. International Journal of Business Administration, 2(3), p.45.
Payne, E., 2015. Jungle survival skills, an arm reach of 84 inches... and a promise to stay single for five years: Strangest requirements for airline cabin crew revealed. [Online]. Available at < http://www.dailymail.co.uk/travel/travel_news/article-2931619/Jungle-survival-skills-arm-reach-84-inches-promise-stay-single-five-years-strangest-requirements-airline-cabin-crew-revealed.html > [Accessed 21 October 2016].
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