module 6.1 week 1 English

• Module 6.1
• MBO
• Studiejaar 1

Module 6.1 Disembarking

Welcome to your destination

WEEK 1

• this module takes 7 or 8 weeks, 2 hours each week
• 
  
• preparation for this class are the Xerte-modules you make at home  (in Cum Laude)

assignments:

• Make a good summary of the theory ! This makes studying for your knowledge test at the end of period 4 much easier.

assignments:

• Make a good summary of the theory ! This makes studying for your knowledge test at the end of period 4 much easier.
• Assignments will be discussed or presented in class.

assignments:

• Make a good summary of the theory ! This makes studying for your knowledge test at the end of period 4 much easier.
• Assignments will be discussed or presented in class.
• By making the assignments you also study for the knowledge test. 

Class material:

Class material:

•  modulereader 6.1

Class material:

•  modulereader 6.1
• Xerte-modules (in Cum Laude) to prepare for class  (=homework)

In this module we will work on: punctuality, confidence, customer service and hospitality.

Dates for the knowledge test)

THEME 1: PGSA and Customer Service & Airside

What will you have learnt at the end of this class?

THEME 1: PGSA and Customer Service

What will you have learnt at the end of this class?

• you will be able to explain what customer service is;

THEME 1: PGSA and Customer Service

What will you have learnt at the end of this class?

• you will be able to explain what customer service is;
• why it is so important to understand what good customer service is all about;
• Airside

THEME 1: PGSA and Customer Service

What will you have learnt at the end of this class?

• you will be able to explain what customer service is;
• why it is so important to understand what good customer service is all about;
• you will be able to explain what customer service and a PGSA have in common.

when did you have the feeling you have been treated well in a restaurant, shop, at an airport, on the phone (when you call your insurance company), etc. etc. ?

what specific communication skills could you use when you need to show empathy?

airside 

• Airside: these are all areas, for which you can only get access by passing a security checkpoint (and for which you need an airport pass) 

• Airside is divided in 4 areas:

1. traffic area (verkeersareaal)
2. landing area (landingsterrein)
3. technical area (technisch areaal)
4. cargo (vracht)

1. traffic area

• lounges
• piers
• gates
• platforms
• VOP's (vliegtuig opstelplaatsen)
• buffers (extra "opstelplaatsen" without an aviobridge) 

2. Landing area

• taxi ways
• runways
• Schiphol has 6 runways
• all runways are in use for take-off and landing (depends on the wind)

3. technical area

• hangars at Schiphol-Oost
• largest: hangar 14
• 1 x every 5 jaar major maintenance
• takes 4 weeks to get finished

4. cargo

• Schiphol Zuid
• no passengers
• 1.6 million tons  of cargo each year via Schiphol
• from the Netherlands: mainly flowers
• only cargo carriers (airlines)

safety on airside

• Schiphol is a very large, busy terrain
• Chain of safety: as safe as the weakest link
• Schipholpass: different colours for different areas
• Koninklijke Marechaussee (KonMar) is visibly responsible for  safety at the airport
• Customs (douane) responsible for im- and export of goods (also think of drug trafficking...)

name as many different tasks you can for a PGSA at the airport:

what skills
must a
PGSA have?

Homework for next week:

Xerte-module 

You'll find these in Cum Laude:

module 6.1 disembarking

week 1