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Aviation organization flies high as technical staff learn commercial skills: Authority gears up to compete across the globe

Human Resource Management International Digest

ISSN: 0967-0734

Article publication date: 14 October 2013

346

Abstract

Purpose

Reveals that technical staff who used to be a breed apart from sales teams are finding that their roles have increasingly merged at a UK aviation organization as it competes with rivals. Explains that training is helping the technical staff to excel in their expanded role.

Design/methodology/approach

Explains the reasons for the training, the form it takes and the results it is achieving.

Findings

Details how the training company introduced its selling course to the aviation organization's sales-force. The course focuses on training staff to get to know exactly what is required to help a customer. This is achieved by asking structured questions, listening carefully and identifying and developing value through outcomes that solve the problem and ultimately help the customer's organization to realize its desired business outcomes.

Practical implications

Demonstrates that, by recognizing the wealth of experience and knowledge they could offer, the aviation organization's personnel began to identify the value they could create for their customers.

Originality/value

Gives the inside story of a training initiative that helped to transform the organizational culture at a formerly nationalized authority.

Keywords

Citation

(2013), "Aviation organization flies high as technical staff learn commercial skills: Authority gears up to compete across the globe", Human Resource Management International Digest, Vol. 21 No. 7, pp. 23-24. https://doi.org/10.1108/HRMID-10-2013-0087

Publisher

:

Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited

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