ACI Global Training Course Catalogue 2010

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Global Training Hubwww.aci.aero/training

AMPAP

CompetenciesAELP

GSN

ACI Training Course Catalogue

2010

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Training Airport Professionals

Dear ACI Member,

We believe helping our community develop their skills is key to our overall success. Through the establishment of the ACI Global Training, Airports Council International (ACI) took an important step in making training more accessible. Our mission at GTH aims to provide high quality, comprehensive training solutions to enhance ACI’s members’ level of performance, promoting airport excellence.

Our training organisation offers accreditation programmes, certifications, in-house training courses, as well as a wide range of web-based training programmes through our Online Learning Centre (OLC) that will offer the flexibility and adaptability our members need, based on your input and feedback.

Our aim is to become a centre of excellence, the provider of choice for a community of regional members that will look to us for the provision of a comprehensive training programme they can depend on.

We hope you find this catalogue useful. A team of education professionals is at your service to answer any questions regarding these courses.

Best regards,

ACI Global Training Team

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Table of Contents

Training Airport Professionals 2

ACI Training Programmes 5

Airport Management Professional Accreditation Programme (AMPAP) 7�.� Air Transportation System 8�.� Airport Commercial and Financial Management 9�.� Airport Operations, Safety and Security �0�.4 Airport Master Planning, Development and Environmental Management ��

Airport Executive Leadership Programme (AELP) * 12�. Airport Executive Leadership Programme* ��

Global Safety Network Training (GSN) 14�.� Safety Management Systems �5�.� Airside Safety and Operations �6�.� Emergency Planning and Crisis Management �7

Professional Certificate Courses (PCC) 184.� Economics/Commercial �9

4.�.� Airline Management for Airport Professionals* �94.�.� Airport Business Development and Planning �04.�.� Airport Route Development and Marketing ��4.�.4 EU Funds and Airport Financing ��4.�.5 Airport Non-Aeronautical Revenues ��4.�.6 ACI/ICAO Airport User Charges * �4

4.� Environment �54.�.� Airport Carbon Management �54.�.� Airport Energy Management �64.�.� Managing Airports Sustainably �74.�.4 Airport Environment Management * �8

4.� Facilitation �94.�.� Developing a Customer Service Culture at Airports Measuring and Benchmarking the Results * �94.�.� Managing Service Quality at Airports ��4.�.4 Mesurer et comparer la qualité du service aux passagers ��

4.4 Safety �44.4.� Airport Advanced Safety Management Systems Implementation * �44.4.� Comprensión y Administración del SMS �54.4.� Planificación de Emergencia y Manejo de Crisis �64.4.4 Accident and Incident Investigation �74.4.5 Apron Management �84.4.6 Understanding ICAO Annex �4 �94.4.7 Victim Support and Media Management 404.4.8 Wildlife Hazard Prevention and Management 4�

* This course can be taken as an AMPAP Elective course

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4.5 Security 4�4.5.� Airport Security 4�

4.6 Other Subjects 4�4.6.� Air Traffic Forecasting 4�4.6.� Airport Communications and Public Relations * 444.6.� Airport Human Resources Management * 464.6.4 Airport Master Planning 474.6.5 Planificación Aeroportuaria 484.6.6 EU Regulations for Airports 494.6.7 Introduction to Airport Business 504.6.8 Aviation English 5�

4.6.8.� Aviation English – Customer Service 5�4.6.8.� Aviation English – Management 5�4.6.8.� Aviation English – Safety 5�4.6.8.4 Aviation English – Security 5�

Online Learning Centre (OLC) Courses 545.� Airport Safety 55

5.�.� Safe Vehicles Operations (SAVOPS) 555.�.� Introduction to Safety Management Systems 55

5.� Airport Security 565.�.� General Security Awareness 565.�.� Basic Security Checkpoint Screener 565.�.� X-Screen Simulator 56

5.� Airport Commercial Development 575.�.� Certificate in Concession Management 57

5.4 Airport Environmental Management 585.4.� Certificate in Airport Environmental Management 58

5.5 Human Resources and Business Skills 595.5.� Leadership & Management 595.5.� Human Resources 605.5.� Personal Development 60

5.6 Project Management 6�5.6.� Project Management – Short Courses 6�5.6.� Certificate in Project Management 6�

5.7 Information Technology Skills 6�Online Learning Centre (OLC) Courses 6�

Registration FormsEnglishFrenchSpanish


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1 The Airport Management Professional Accreditation Programme (AMPAP)The Airport Management Professional Accreditation Programme (AMPAP) is a programme jointly developed by Airports Council International (ACI) and International Civil Aviation Organization (ICAO) to enhance professional competencies, encourage adherence to uniform standards and expand communication among airport management in order to promote industry best practice worldwide. It consists of four mandatory and two elective courses, which must be completed within a �-year period.

ACI Training Programmes

2 Airport Executive Leadership Programme (AELP)This programme fosters the development of strategic management skills, preparing individually selected candidates to handle senior-level executive responsibilities and creating a network of future airport industry leaders. The programme consists of a three-week distance learning module, one week of face-to-face training, and a four-week distance learning module. AELP can be taken as an AMPAP elective.

3 Global Safety Network Training (GSN)The ACI Global Safety Network Diploma Training Programme consists of specialized courses on airport safety, is specifically designed to meet the needs of airside operations and safety managers in developing, implementing and operating effective Safety Management Systems (SMS) at their airports.

4 Professional Certificate Courses (PCC)The ACI GTH Certificate Courses consist of a full range of professional courses covering every possible airport related topic and are designed to enhance the competencies of airport personnel from entry through to management levels.

Related topics include:

4.1 Economics/Commercial Airports are stable providers of infrastructure assets, even in the sometimes turbulent aviation

industry. While airports and airlines are intrinsically linked and rely on one another to operate efficiently, they are based on different business models. Airlines are able to move quickly to respond to changes in traffic flows, by leasing or retiring capacity. Airports on the other hand, must make long-term planning decisions to safeguard capacity sometimes 50 years into the future.

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4.2 Environment Airports are very much part of the communities within which they operate. Reducing their

impact on the environment is a major focus for many airports around the world. While much of the current attention is on climate change and reduction of greenhouse gas emissions, it is just one of a number of areas that airports and the rest of the aviation industry are active in the environment.

4.3 Facilitation Excellent customer service is one of the greatest assets for an airport in today’s competitive

environment. There are many factors that can help an airport to build its customer base, and customer service can be a determining factor in the success of an entire operation.

4.4 Safety Airport Council International (ACI) considers safety to be number one priority for airports and

the aviation community. Our core functional expertize is dedicated to safety. Our Safety training portfolio provides airport operators and aviation executives the knowledge needed to ensure their airport operations are safe for their customers and employees.

4.5 Security The security environment has undergone massive changes since the events of �� September,

�00�. ACI takes a very active role in informing regulatory authorities of the impact of new security rules, helping to shape those rules and ensuring that changes in security are communicated to airport authorities.

4.6 Other Subjects Each Certificate course may be taken as an independent unit and certain specifically designated

courses may serve to fulfil the AMPAP elective requirement. The ACI GTH Certificate specialized courses also include safety courses offered under the ACI Global Safety Network (GSN), and ACI Fund Seminars (scholarships are available, visit www.aci.aero/training for guidelines).

5 Online Learning Centre (OLC) The ACI OLC provides online training that will equip airport employees to perform their jobs safely, securely and more effectively within national and international regulatory compliance to deliver their airport’s objectives. The courses offered incorporate business, IT and airport specific topics, meeting ICAO and FAA requirements where applicable. For more information contact ACI Training at [email protected] or [email protected].

In-house TrainingOur courses can be provided as an ‘in-house’ course or we can tailor the design a course based on the training needs of your airport.

Contact [email protected] for more information.

http://www.aci.aero/training

mailto:[email protected].

mailto:[email protected]

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1Airport Management

Professional Accreditation Programme (AMPAP)

8

AM

PA

P1.1 Air Transportation System

(AMPAP Mandatory, face-to-face: 5 days)

Course ObjectiveThe overall objective of this course is to provide the participants with a broad understanding of global air transportation as a system from an airport professional’s viewpoint. The course will address the public regime and private industry structure as well as major contemporary issues and challenges that confront the various stakeholders in the aviation industry, more specifically, airport professionals.

Learning ObjectivesUpon completion of this course, participants will be able to:

• Describe the key role the global air transportation system plays in the global economy;• Describe the functions and role of key stakeholders such as ICAO, ACI, IATA, CANSO,

their members, and other major institutional organizations impacting industry policy and performance including those of airports;

• Identify the legal structure relating to the air transport system based on public international air law and private air law;

• Identify contemporary issues of the global air transportation system and explain the role played by stakeholders including airport professionals, in these major issues;

• Analyze the interrelationships between key factors affecting the system’s efficiencies; • Define the strategic position of airports in the global aviation marketplace, and• Recommend an action plan for the effective operation of a fictitious new international airport

applying the air transport systemic considerations learned through the course.

Course Content• Global Air Transport as a System • Functions and Role of Key Stakeholders • Public International Air Law and Private Air Law• Contemporary Systemic Issues • Evolution of Airport Corporate Governance Models • Airport Strategic Business Planning

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AM

PA

P

1.2 Airport Commercial and Financial Management(AMPAP Mandatory, online: 4 weeks)

Course Objective

The overall objective of this course is to improve the knowledge of the participants regarding contemporary

best practices in the areas of airport commercial and financial management. The course will emphasize

ways of optimizing airport revenues and controlling costs. The importance of aligning commercial

development activities and financial performance management systems against the overall corporate

strategic business planning focus will be addressed. ICAO policies regarding the principles and processes

for setting user charges will be presented and related implementation considerations discussed.

Learning Objectives

Upon completion of this course, participants will be able to:

• Explain the underlying reasons for the accelerated commercialization of airports, the growing

role of non-aeronautical commercial revenues and their contribution to airport profitability;

• Describe and explain the relationship between commercial management and financial

administration functions at a typical airport and their contribution to the overall strategic plan

and performance of an airport operated as an enterprise;

• Identify the ICAO policies and recommendations related to setting user charges at airports;

• Explain best practices in airport marketing and key components of a typical airport air service,

and

• Explain financial management processes such as accounting, cost-control, budgeting and

reporting in applied terms.

Course Content

• Airports as Business Enterprises

• Airport Commercial Management

• ICAO Guidance on User Charges

• Airport Marketing and Air Service Development

• Airport Financial Administration

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AM

PA

P1.3 Airport Operations, Safety and Security

(AMPAP Mandatory, online: 4 weeks)

Course ObjectiveThe overall objective of this course is to improve the knowledge of the participants in order to facilitate safe, secure and efficient movement of aircraft, passengers, baggage and cargo/mail also to provide a consistent level of service in conformity with global standards and best practices as identified by ACI, ICAO, and recognized stakeholders.


• Describe key elements of the ICAO annexes 9, �4, and �7 that are critical to efficient airport operations;

• Identify the obligations of the aerodrome operator expressed in ICAO Standards and Recommended Practices and Aerodrome Certification requirements;

• List the key services required of the aerodrome operator, essential to the timely movement of aircraft, passengers, baggage and cargo/air traffic through a transportation hub, and describe the various service delivery methods;

• Explain the basic concepts of airside and landside maintenance, including operational readiness rates, preventative and corrective maintenance, and critical maintenance standards affecting airside and terminal operations;

• Describe how SMS can help improve operations and create a more efficient safety environment;

• Explain the structure and concepts of a Security Quality Control programme; • Describe the components of an airport Emergency Plan, the functions of an Emergency

Operations Centre, and the coordination of the various airport organizations during an emergency, and

• Describe how to create an operational quality control plan that will monitor the operational imperatives of safety, security, efficiency and level of service at the airport from an integrated Operations Control Centre.

Course Content• Airside Operations • Terminal Operations • ICAO Guidance - AOSS • Airport Maintenance • Safety Management System • Aviation Security • Emergency Operations

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AM

PA

P

1.4 Airport Master Planning, Development and Environmental Management (AMPAP Mandatory, online: 4 weeks)

Course ObjectiveThe overall objective of this course is to improve the knowledge of participants with regard to best practices in the area of airport infrastructure planning and development. The course will outline ways of optimizing airport facilities, of providing the required capacity on a timely basis and of providing airport users with levels of service that are consistent with the objectives and orientations set out in Airport Strategic Business Plans.


• Explain the relationships between an Airport Strategic Business Plan and an Airport Master Plan;

• Describe the process of elaborating airport future scenarios and related forecasts pertaining to passenger volumes, aircraft movements and cargo tonnage anticipated to be processed at the airport in the short-medium and long term;

• Identify ICAO standards and recommended practices related to the design of airport facilities and environmental management;

• Describe the various components of a Master Plan and identify the causes of potential capacity shortcomings, explain the methodologies used for assessing and analyzing capacity-related problems;

• Explain the typical process for elaborating an Airport Master Plan; • Extract recommendations from a Master Plan, schedule their implementation through a multi-

year Capital Investment Plan and elaborate projects in accordance with the guidance provided a the Master Plan;

• Describe procedures for assessing social and environmental impacts of airport infrastructure development and operations as well as identify contemporary mitigation measures, and

• Describe the strategies for financing the development of airport infrastructure.

Course Content• Airport Strategic and Facility Planning • Forecasting • ICAO Guidance on Airport Planning and Development • Components of a Master Plan• Master Planning Process• Airport Development and Actualization of Master Plan Recommendations • Airport Environmental Management• Airport Development Financing

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2 Airport Executive

Leadership Programme (AELP) *

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AELP

2. Airport Executive Leadership Programme*(Professional Certificate course, face-to-face: 5 days)


BriefThis course will foster the development of airport industry leaders, assisting them to develop their leadership and strategic management skills. It will also provide participants with; advice on strategies to handle leadership responsibilities in an effective manner; a global, regional and cultural perspectives; and new professional opportunities. Furthermore, a global forum will be created for future leaders to network with peers.

BenefitsSuccessful participants are awarded an ACI/JMSB-Concordia University diploma; others will receive a certificate of attendance. AELP graduates are part of an alumni network with its own dedicated website providing members with up-to-date information regarding their profession. They will be offered opportunities for secondment to ACI member airports. ACI’s Global Training Hub will provide on-going support to AELP graduates and organize regular meetings for members of the network where they will also be able to meet with senior airport executives.

Who should attend?To be considered for the AELP, participants must be nominated by a senior executive of their airport organization and submit a letter of motivation to ACI. Confirmation of your acceptance will be communicated by ACI. A maximum of �0 students will be accepted on each course.

Course content• Three-week, online introduction, initiation and discussions• Seven-day intensive face-to-face classroom component

o Leadership will be analyzed from different perspectives on organizational, managerial and team levels.

o Leadership as a basis for transformation, innovation and change will also be discussed.• One-week recess• Four-week online session built on the issues addressed in the classroom week and mainly

focused on problem-based activities (individual and group assignments)

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3Global Safety Network

Training (GSN)

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GS

N

3.1 Safety Management Systems(Module I, Global Safety Network course, face-to-face: 5 days)

Brief This course provides a comprehensive overview of Safety Management Systems due to safety is the number one priority for the airport industry and therefore needs to be understood and correctly implemented. The course will explain a structure of SMS, will give the essential guidance on establishing, implementing and enhancing a SMS. It explains SMS importance, safety in inter structure relations and in operations area. Will help to understand and coordinate it at airport.

Benefits • Provides an in-depth understanding of SMS systems, their importance and application • Prepares airports for safety audits • Eases adaptation of standards, practices and regulations in SMS • Demonstrates best practices

Who should attend?Airport safety supervisors, managers, safety planners and safety directors

Course Content • The International Requirements of Aviation Regulation and Aerodrome Certification • The Principles of Safety Management Systems • An Airport’s Liability following an Accident • How to Implement an effective SMS • Airside Auditing and Inspections • The ICAO Universal Safety Oversight Programme • Safety Cultures and Human Factors • SMS Documentation, Competencies and Training • Incident and Accident Investigation • Health and Safety at Work • Safety Committees • Integrating SMS • Case Studies including: Milan Linate Runway Incursion, Uberligen Mid Air Collision, Space

Shuttle, Challenger, Value Jet DC 9 Accident, Crossair Ramp Fatality.

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GS

N3.2 Airside Safety and Operations

(Module II, Global Safety Network course, face-to-face: 5 days)

BriefThis course has been designed to give an overview of all aspects of airside safety and operations providing essential guidance to airport managers and staff on best practice, new technology, equipment, procedures and regulations, which are applied to the safe and efficient operation of the airside environment and become an integral part of an Airports Safety Management System.

Benefits• Provides practical and up-to-date tools for managing safety on the airport;• Enhances expertize on safety standards implementation in airport operations;• Indicates safety factors identification, control and maintenance; and • Provides overview on all safety operations at airport.

Who should attend?• Airport safety supervisors, • Managers • Planners

Course content• Responsibilities of the aerodrome operator/licensee • Aerodrome operations – obstacle limitation surfaces• Signals, signs and markings, nav-aids and lighting• Meteorology and the implications for airports• Air traffic and ramp control • Airside vehicle control and driving• Aircraft turnaround plan• Handling agent licensing and low-cost operations • Hazardous materials and fuel management• Airside works• Aerodrome planning, development and control of obstacles• Runway incursions awareness and prevention• Wildlife hazard management• Winter services, Low visibility operations, The weather factor• Coordination with service partners

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GS

N

3.3 Emergency Planning and Crisis Management(Module III, Global Safety Network course, face-to-face: 5 days)

Brief The course will show the importance of planning for emergency situations and manage activities in crisis situations. The course will give an introduction to the international requirements of an emergency plan, how to manage press and media in crucial situations, how to support victims, and how to rebuild liability after an incident happens. Current topics such as aircraft hijacking and terrorism will be discussed. Case studies including Swissair MD��, Manchester B7�7, Vienna A��0, Gerona B757, Birmingham C60�, Indian Airlines A�00 and The World Trade Centre attack will be presented and discussed to give an important understanding to the current world climate.

Benefits• Demonstrates the key role of emergency planning;• Offers tools and advice on implementation of emergency plans and procedures; and• Examines best practice in crisis management.

Who should attend?Airport safety supervisors and managers

Course content• Introduction• Aircraft accident case study• The International requirements of an emergency plan• Crisis management• Managing the media and victim support• Rescue and fire fighting service• Aviation terrorism and aircraft hijacking• Airport liability• Aircraft recovery• Crisis Control Centres • Calculation of Runway Declared Distances

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4Professional Certificate

Courses (PCC)

�9

PC

C

4.1 Economics/Commercial

4.1.1 AirlineManagementforAirportProfessionals*(Professional Certificate course, face-to-face: 5 days) * This course can be taken as an AMPAP Elective course

BriefThe principle objectives of this course are to provide a broad overview of the airline industry and to create awareness of the underlying marketing, financial, operational and competitive factors influencing airline viability. Participants will be shown how the sensitivity of airline profitability impacts airline management decisions and further analyse the principles of airline economics, costs and pricing. The course will develop both passenger and cargo models, and will also tackle the variances and implications relative to low-cost carriers and business-only airlines. This course will prepare airport professionals to better understand and thereby manage their relationships with airlines and help them to recognize for themselves the position of their airport in the global marketplace.

Benefits • Gain a deeper understanding of airline commercial and operational priorities;• Manage the impact on airport decision making created by the fast-moving nature of airline

marketing;• Understand the key characteristics of aircraft selection;• Gain an insight into how air cargo is sold, marketed and handled; and• Understand the rationale behind current alliance strategies.

Course content • Introduction to the Airline Industry • Technical Regulation• Economic Regulation• Airline Revenues• Airline Alliances• Airline Costs• Low-Cost Carriers• Airport Operational Planning – Network• Air Cargo• The New Breed of Business-class Only Airlines• Airport Operational Planning – Scheduling• The role of the Airport

Additional informationThe course will include an airline business simulation exercise, which consists of competitive simulated airline business planning run in “monthly trading sessions” throughout the course. The objectives of this exercise are to:

• Demonstrate the sensitivity of airline profitability to management decisions; • Show the effects of competition and the need for business planning; and• Reinforce the principles discussed in other sessions on economics, costs and pricing.

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PC

C4.1.2 AirportBusinessDevelopmentandPlanning(Professional Certificate course, face-to-face: � days)

BriefThe course will examine and analyse the issues and challenges of commercially developing an airport. Given the universal need for airports to grow their business whether to finance future capital expenditure and/or maximize shareholder value, the course will suggest policies and procedures that can unlock the potential that already exists to fully develop and exploit commercial activities to increase revenue solutions for optimizing revenues and planning this growth. A review of business development planning strategies and tools will also help managers create a road map for the airport and its community that defines goals for development and financial growth.

Benefits • Delivers a high-level overview of airport management;• Offers a better understanding of the airport business drivers;• Provides insight into how to engage in air traffic development;• Helps to ensure effective planning and use of terminal space; and• Provides practical and up-to-date advice on effective project management practices.

Who should attend?• Business Development Managers• Terminal Planning Managers• Commercial Department Managers• Strategic Development Managers• Airport Directors • Concessionaires

Course content• Overview of airport growth opportunities• Strategic airport business drivers• Developing and managing air traffic growth potential • Marketing the airport for maximum return• Can your airport sustain commercial growth?• Terminal planning process and procedures

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PC

C

4.1.3 AirportRouteDevelopmentandMarketing(Professional Certificate course, face-to-face: � days)

BriefImproving the function of an airport as a connecting point for the local economy to the world, and a well developed route network are key for the commercial success for an airport. Incoming and outgoing air services and passenger streams will stimulate the revenues from the aviation business and also increase the non-aeronautical revenue streams of the airport. It will also highlight the overall market value of the airport as a place to do business. The course is designed to enhance and update knowledge on how to successfully approach airlines in order to attract them to fly to your airport.

Benefits • Gives an overview of the fundamentals of airport/airline business relations;• Helps to identify target airlines for specific markets;• Highlights marketing strategy adjustments for difficult commercial environments;• Prepares airport personnel for Routes Conferences and bilateral meetings with airlines;• Instructs in the preparation of marketing material to brief airlines on the potential of your

market; • Enables participants to involve local and national stakeholders in their marketing approach

(tourism, bilateral agreements etc); and• Enables participants to establish efficient communication and cooperation with airlines to

establish a long-term expanding business relationship

Who should attend?• Airport Marketing Managers • Airport Route Development Teams• Airport Marketing Teams

Airport staff in charge of: user charges, aeronautical and non-aeronautical revenues, airline relations, state authorities (EU affairs and bilateral air service agreement departments), and local tourist organizations working with airports in tourism development Course content

• Short overview of the legal and aero-political regime governing market access for airlines • Airport/airline business relations• Identifying the potential of your location• Route development

o Key elements of the processo Market analysis and data sources o Route traffic forecastingo Meeting and presenting market opportunities to airlineso Airport charges and incentives schemes

• Case studies: different size airports • Cooperation between airports in the field of route development• Cooperation between local and national organizations and companies in the field of route

development• Experience exchange from Routes and bilateral negotiations with airlines• A strategy to approach and handle low cost airlines (fields of conflict and cooperation)• Overall airport marketing strategy in order to boost aeronautical and non-aeronautical revenues

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PC

C4.1.4 EUFundsandAirportFinancing(Professional Certificate course, face-to-face: � days)

BriefThis training course gives an overview of the currently available EU Funds for the construction and extension of airport infrastructure. During the course, participants will learn more about the challenging application process and which approaches have been most efficient in the past. In terms of alternative forms of infrastructure financing, the course will present several models and concepts on how to raise funds to prepare airports for the future.

BenefitsParticipants will receive materials and instructions including:

• Comprehensive forms of available EU funds for airports, and transportation in general;• How to successfully apply for such funds and what are the most important administrative

requirements;• Share best practices and become aware of the “do’s and don’ts” when applying for EU Funds;

and • Learn more about alternative forms of airport infrastructure financing – models, advantages,

and disadvantages.

Who should attend?• Airport Financial Managers• Airport Planning Managers • EU Funds department staff at airports and in aviation administration.

Course content• European Union funds• European Union – types and characteristics of funds• Programmes available and their guidelines • Proposals• Preparation process• Project feasibility study• Cost benefit analysis • Economic effectiveness • Schedule of the project • Procedures and administration• Major steps of project realization and closing• European auditing • Alternative forms of financing • Project investment at the airports – introduction • Project management • Project analysis, assessment and risk management • Project investment indicators of measurement • The possible finance sources • Internal and external financing• Capital and credit market• Different methods of financing• Profit maintained• Loans • Financial markets• Donations and State Aid• Public-private partnership and project finance• European Union funds and hybrid PPP• Corporate finance• Privatization • Economics effectiveness of all above• Good case practices

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PC

C

4.1.5 AirportNon-AeronauticalRevenues(Professional Certificate course, face-to-face: � days)

BriefIn times of decreasing airport revenues from the aviation business, maximizing existing, and access to new, non-aeronautical revenue sources is both important and key to the financial success of airports. This training course has been designed to introduce airports and business partners to fresh and new successfully applied approaches in the field of generating non-aeronautical revenues.

Benefits • Gain knowledge of industry best practises in the field of non-aeronautical revenues;• Learn how to optimize and modernize existing sources of non-aeronautical revenues;• Learn to identify new sources of non-aeronautical revenues;• Analyse the market and client base and make adjustments to specific markets;• Make efficient use of modern technologies in the field of non-aeronautical revenues;• Find a coherent marketing and branding approach together with service providers at your

airport.

Who should attend?• Business Development Managers• Commercial Managers• Airport Planning Managers• Airport Business Partners (shops, rental, service providers etc)• Airport staff working in the field of non-aeronautical revenues

Course content• Short history of the development of non-aeronautical revenues• Legal aspects of non-aeronautical revenues (e.g. duty free EU/non-EU, shopping on arrival)• Concession management• Market knowledge – how to obtain data and how to make use of them • Possibilities offered by modern IT application in the field of non-aeronautical revenues and the

ROI• Commercial offerings – Landside:

o Terminalo Facility managemento Shops and serviceso Food and Beverageo Public transport and car rentalo New opportunities to consider.

• Commercial offerings – Airside:o Space managemento Food and Beverageo Shopso Lounges and VIPo Other sources

• Airport Internet appearance• Branding and marketing• Advertising• Other sources of revenues

Spotlight• New approaches for small and medium size airports• Group exercise• Airport tour Amsterdam (focused on non-aeronautical revenues)

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PC

C4.1.6 ACI/ICAOAirportUserCharges*(Professional Certificate course, face-to-face: 5 days)


BriefThe ICAO designed workshop includes a review of the main recommendations adopted by the Conference on the Economics of Airports and Air Navigation Services (CEANS), held in Montreal in September �008, and of the eighth edition of ICAO Policies on Charges for Airports and Air Navigation Services (Doc 908�), which has been updated to reflect the CEANS recommendations and has been published recently.

BenefitsEmphasizing practical skills, participants will learn how to:

• Apply user charges;• Analyse costs for key airport areas;• Establish cost bases;• Allocate all costs between airport services and functions;• Apply policies to achieve the objectives of the airport;• Accurately calculate charges for these services;• Calculate rates that achieve the best balance of generating revenue for the airport;• Develop a negotiating strategy to achieve airport business objectives; and• Negotiate charges and rates.

On completion of the course, participants will receive a certificate of participation. For those participants who successfully pass the examination they will be awarded with an ACI/ICAO diploma.

Who should attend?Designed for financial managers, the course is also of particular interest to those airports that are contemplating, or in the process of revising their charges levels and/or structures.

Course contentThe three-part course, covering the key elements of establishing and implementing user charges at airports, is delivered by experts from the ICAO Economic Policy and Infrastructure Management (EPM) section of the Air Transport Bureau, ICAO Headquarters, Montreal. Part 1: ICAO Policies on User ChargesReviews ICAO’s policies on user charges and how they apply to various situations and circumstances. Building on the material included in the course e-learning, policies are reviewed and discussed, and then applied through exercises. Participants will learn how to use ICAO’s policies and guidance material on establishing and implementing user charges. Part 2: Establishing User ChargesReviews the airport financial management process, and the role of user charges. Participants learn how to establish user charges (i.e. analysing costs, establishing the cost base, allocating costs, calculating charges and rates). Practical exercises are used to complement presentations, confirming how to use the information presented and generate useful discussion between participants.

Part 3: Consultation and NegotiationExplains how to present and discuss airport data and charges to various users. Building on the material included in the course e-learning, the principles and techniques of effective negotiations are reviewed and then applied more specifically to consultations on user charges. Practical exercises are used to explore how to prepare and carry out effective consultation.

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PC

C

4.2 Environment

4.2.1 AirportCarbonManagement(Professional Certificate course, face-to-face: �.5 days)

BriefThis is a master practical implementation course, not a technical course. The session will cover important aspects of carbon management in an airport, including:

• Background to carbon management • Developing a carbon map• Examples of good and bad practice• Setting reduction goals and targets• Carbon Management Plans and reporting• Stakeholder engagement • Offsetting carbon emissions

Benefits• Understanding your boundaries for carbon management• Calculation and mapping of carbon emissions within control of airport • Identifying opportunities for carbon reduction, operational efficiencies and managing

forthcoming regulatory and legal requirements• Assistance with reporting to Stakeholder• Monitoring their own airport’s performance• Understanding ACI- Europe’s new Airport Carbon Accreditation Scheme

Who should attend?Environmental managers, sustainability managers, financial controllers

Course content• Managing Airports Sustainably, Stakeholder Engagement• Background to carbon management• Developing a carbon map. Examples of good and bad practice from different airports• Workshop – How to develop a carbon map for airports • Reduction targets, Offsetting carbon emissions• Carbon Management Plans and Reporting

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PC

C4.2.2 AirportEnergyManagement(Professional Certificate course, face-to-face: �.5 days)

BriefThis is a master practical implementation course not a technical course. The session will cover important aspects of energy management in an airport, including:

• Background to energy management • Highlight examples of good and bad practice of energy management (including savings and

efficiency) in airports• Development of an energy audit checklist • How to carry out basic energy project savings calculations • Advice and materials for ‘How to run an awareness campaign’

Benefits• Highlighting Easy wins on energy management – high impact low cost practical options • Development of a checklist to carry out an energy management audit of airports• Identifying medium/ longer term energy savings and opportunities for improved efficiency• Examples of good and bad practice offer the opportunity for learning, to replicate examples of

good practice and to seek out and eliminate bad practice• Provision of basic guidance and benchmarks that will allow delegates to quantify energy

efficiency measures. Attaching financial savings to projects has real benefits in smoothing the way for securing funding for efficiency projects

• Ideas for carbon management

Who should attend?It is proposed that this course is aimed at environmental managers, facilities managers, financial controllers, operational managers or anyone who’s role includes energy/ infrastructure management.

Course content• Background to energy management• Examples of good and bad practice from different airports• Development of energy audit checklist• How to estimate energy project potential savings• How to run awareness campaign • How healthy is your building management system

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4.2.3 ManagingAirportsSustainably(Professional Certificate course, face-to-face: �.5 days)

BriefThis is a master practical implementation course not a technical course. The session will cover important aspects of energy management in an airport, including:

• Background to sustainability • What sustainability means for airports• Risks and opportunities at the airport• Resources, waste, water, energy and carbon management • Land contamination

Benefits • Understanding the term sustainability in the context of the environment• Provision of practical skills and confidence to identify environmental risks and opportunities • To identify improved management techniques• Identify significant opportunities for improvement • Develop action plans to deliver improvements to risk management and realize opportunities

for resource and energy efficiencies

Who should attend?• Environmental managers• Sustainability managers• Facilities managers• Operational managers

Course content• Introduction - Managing airports sustainably• Identifying risks and opportunities at the airport• Resources and waste• Developing management / monitoring and action plans• Water Management and Land contamination• Energy and Carbon• Workshop – Carbon footprinting and prioritizing action plans• Environmental Management Systems

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C4.2.4 AirportEnvironmentManagement*(Professional Certificate course, face-to-face: 5 days)


BriefThe course will enable organizations to develop, establish and maintain carbon maps and carbon management plans. Delegates will be able to add value to their organizations by ensuring carbon maps and management plans are developed, managed and maintained to potentially improve operational efficiencies, market share, manage forthcoming legal requirements, efficiency and potential cost savings are realized.

Benefits Implement cost savings initiatives related to carbon management and energy conservation, improving airport operational efficiencies.

Who should attend?• Facilities Directors • Airport Managers• Management personnel responsible for the environmental and energy management at

operational levels at different size airports

Course content• Introduction to airport environmental management and sustainable development Introduction/

background• Identifying risks and opportunities at the airport• Noise Management and Community Relations• Local Air Quality (LAQ)• Water management• Waste Management• Climate Change and CHG Emissions Management• Land / habitat and wildlife management• Environmental management and auditing

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4.3 Facilitation

4.3.1 DevelopingaCustomerServiceCultureatAirports:MeasuringandBenchmarkingtheResult*(Professional Certificate course, face-to-face: 5 days)


BriefThe objectives of this course are to show the importance of providing excellent customer service, how to do it and the benefits for those who do. The course will suggest techniques, principles and the practical applications necessary to allow you and your company to reap the very rewarding benefits that come from excellent customer service. In addition, the course will provide guidance on the implementation of customer satisfaction research, the analysis of the results, the benefits of integrating customer service and security training, the use of performance management to achieve results that matter, practical examples of the use of benchmark information, how to raise the awareness of the airport community and the organization to customer satisfaction, and the importance of communications and celebrating success.

Benefits • Provides the tools to build customer loyalty;• Enhances the reputation of your airport;• Attracts new customers to your airport and increases your passenger traffic;• Motivates airport staff;• Provides airport managers with the tools to make key business and operational decisions; and• Provides practical information on how to implement customer satisfaction research define

your airport‘s brand, and implement a comprehensive customer service improvement programme.

• Who should attend?• Quality of Service Mangers• Customer Relations Staff• Terminal Managers • Airport – Airline Relations Staff• Concessionaires • Companies doing business at airports

Course content• Importance of service• Negative conditioning of service workers • Attitude development • Know your work environment • Cultural diversity • Passengers with disabilities • Service principles• Reward and recognition programme• Defining customer satisfaction • Why assess customer satisfaction? • Survey design and methodology • Designing questionnaires • Why do benchmarking? • Selecting the right benchmarks • Analysis of survey results • Creating actionable analysis • Presentation of results • Setting customer satisfaction goals• Identifying the key drivers of customer • Satisfaction • Using customer satisfaction as a • Management tool • Raising internal and external awareness to customer satisfaction

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C4.3.2 PassengerswithReducedMobility(PRM)(Professional Certificate course, face-to-face: � days)

BriefThe training course will deal with the legal, organizational and most importantly, the practical application of the EU Regulation ��07/�006, which establishes the standards for handling passengers with reduced mobility (PRM) at airports.

The first part of the course will cover legal and organizational requirements for airports. These will be explained and illustrated with best practice on how airports can most effectively fulfil them. In addition, practical advice will be provided on such issues as outsourcing specialized service or providing them in-house. This section will also address how to organize the airline/airport notification process, how to engage with national reduced mobility organizations and how to draft service standards.

The second part of the course will deal with the practical application of this regulation. Particular an exchange of experiences airports have gained during one year of application of the regulation. Specifically what infrastructure is required? What equipment is needed? And, How to transport passengers with reduced mobility through the airport and into the aircraft? Focus will also be placed on the quality of treatment of people with reduced mobility.

Benefits• Provide an in-depth understanding of the requirements set out in Regulation ��07/�006;• Demonstrate the value of optimal internal organization of responsibilities relative to this

regulation; • Create awareness and sensitivity to the special needs of passengers with reduced mobility; • Provide a clear overview of the infrastructure and equipment that is required to meet this

regulation; • Suggest ways to handle the increasing numbers of requests for reduced mobility services;• Analyse best practice case studies on transferring passengers with reduced mobility through

the airport;• Suggest methods to enhance data exchange and cooperation with airlines.

Who should attend?• Airport Operations Managers• Managers and staff involved in handling passengers with reduced mobility• Operations Planning staff • Airport Planning staff

Course contentPart I

• Regulation ��07/�006 (objectives, requirements and obligations)• In-house service or outsourcing - which is best? • Different types of reduced mobility passengers• PRM service charges (passengers, users, airlines) • “Right to assistance at airports” • Responsibility for assistance at airport/ level of assistance to be provided• Quality Standards of Service – drafting and publication• Engagement with national PRM organizations• Information to be provided to the PRM• Handling of complaints and enforcement body• Training – and recourse for training costs• Synergy with regulation �6�/�004 and ECAC Document �0 Part I (ed. �00�) sec. 5.

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Part II• Different types of disabilities• Special requirements and misperceptions• Physical and social barriers dealing with PRM• “Do and don’t” dealing with PRM• Awareness building of problematic issues and areas at airports• Experiences report of PRM at different airports

Part III• Information exchange and cooperation between airline and airport• Mobile equipment required and how to store it• Establishing designated points for PRM at the airport• Usage and maintenance of mobile equipment • How to process (conduct) all assistance listed under Annex I of Regulation ��07/�006

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C4.3.3 ManagingServiceQualityatAirports(Professional Certificate course, face-to-face: � days)

BriefThe main objective of this training module is to equip managers with the knowledge, skills and tools to manage service quality effectively at an airport. The course will adopt a holistic approach to the issue, drawing on industry best practices and using case studies and practical exercises to show how theory has been put into practice at the leading airports. Participants will learn how to use the Airport Service Quality (ASQ) Programme tools as part of a service improvement strategy.

Benefits • A highly practical course, participants will take away knowledge and tools which they can

apply immediately• Well researched material, validated by the ASQ programme• Experienced instructors with expertize in customer service research and airport management• Participants will benefit from the industry best practice knowledge developed through the

ASQ programme in recent years.

Who should attend?• Terminal Operations Supervisors / Managers• Duty Managers• Customer Service Managers• Quality Assurance Managers

Course content• Managing service quality – a best practice approach and case studies• Defining service standards and customer satisfaction• Measuring service delivery and setting KPIs• Understanding and using customer satisfaction survey data • Why do benchmarking?• Undertaking gap analysis and root cause analysis studies• Developing and implementing a service improvement programme• Implementing and validating improvements and management reporting• Sustaining continuous improvement

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4.3.4 Mesureretcomparerlaqualitéduserviceauxpassagers(Professional Certificate course, face-to-face: � days)

RésuméCette formation a été développée afin de mieux comprendre comment la qualité du service aux passagers peut-être utilisée comme outil de gestion au sein votre aéroport. Cette session fournit des informations aux participants sur comment implémenter des sondages passagers, des mesures des temps de processus, comment analyser les résultats et surtout comment utiliser ces informations pour améliorer la qualité du service et des processus passager.

Avantages• Instructeurs issus de l’équipe du programme ACI Airport Service Quality• Etudes se basant sur des exemples réels d’aéroports• Informations concrètes sur l’implémentation de mesures qualité dans les aéroports

Qui sont les participants?• Responsable de la qualité de service• Gestionnaire clientèle• Gestionnaire de la relation clients• Responsable de la relation aéroports-line aériennes

Contenu du cours• Comment définir la satisfaction du passager?• Pourquoi évaluer la qualité du service au passager?• Développement de sondages et méthodologie• Définition de questionnaires• Implémenter des programmes de sondages passagers• Définir les mesures des processus passagers• Implémenter des programmes de mesures de temps des processus• Sélectionner les aéroports pour se comparer • Analyse des résultats• Développement d’analyses• Présentation des résultats • Définir des buts de satisfac tion passager et temps de processus• Identifier les services les plus importants pour la satisfaction des passagers

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C4.4 Safety

4.4.1 AirportAdvancedSafetyManagementSystemsImplementation*(Professional Certificate course, face-to-face: 5 days)


Brief Safety is the number one priority for the airport industry and therefore needs to be understood and correctly implemented by the airport industry stakeholders so that the Aerodrome becomes compliant with ICAO requirements. This course has been designed to provide participants with necessary and sufficient training that will enable them to plan, develop and implement a Safety Management System and further, to manage the system once implemented.

Benefits • Develop participant’s knowledge of safety management systems for aerodromes based on

ICAO regulation and international best practices. • Provide participants with sufficient specific tools, knowledge and know how allowing for

planning, development and implementation of aerodrome safety management systems. • Provide participants with adequate course materials containing examples and experiences that

can be used to reinforce their knowledge of aerodrome safety management systems.

Who should attend?Airport Safety Managers or other managers from aerodrome authorities responsible for the planning, implementation and management of safety management systems. Participants should have basic un-derstanding of ICAO requirements and Safety Management Systems principles.

Course Content Module �: Course introduction Module �: Basic safety concepts Module �: The fundamentals of hazards and risks Module 4: The principles of safety management Module 5: The components of a safety management system Module 6: The regulatory background Module 7: SMS planning and implementation Module 8: SMS tools Module 9: SMS in operation Module �0: SMS and safety culture Module ��: SMS problems and solutions

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4.4.2 ComprensiónyAdministracióndelSMS(Professional Certificate course, face-to-face: � days)

IntroducciónEl progreso de la aviación y los adelantos tecnológicos que ha experimentado, son el resultado de acciones coordinadas y variadas; entre ellas destacan el control y reducción de los peligros para la seguridad operacional de la aviación. Desde los albores de la aviación uno de los aspectos preponderantes se refiere a la aplicación disciplinada de las mejores prácticas de gestión de la seguridad operacional, hecho que ha adquirido relevancia y se refleja en las acciones implementadas por la Organización de Aviación Civil Internacional en el Sistema de Gestión de la Seguridad Operacional, del cual trataremos en este Seminario.

ObjetivoProporcionar la guía básica a personal del aeropuerto para elaborar, implementar y mejorar su Sistema de Gestión de la Seguridad Operacional (SMS).

¿Quiénes deben asistir?Administradores y supervisores de la Seguridad Operacional.

Temario• Requerimientos Internacionales, las Normas y Métodos Recomendados Internacionales• Los principios del SMS• La responsabilidad del aeropuerto en caso de un accidente

o Caso de estudio “Tenerife, el peor desastre de la aviación”• Implementación efectiva del SMS• Inspecciones y auditorías de la Parte Aire (Airside)

o Recorrido por la Parte Aire• El Programa Universal de la OACI de auditoría de vigilancia de la Seguridad Operacional • Cultura de la Seguridad• Documentación del SMS, competencias y adiestramiento• Investigación de accidentes e incidentes• Higiene y Seguridad en el trabajo, los equipos de protección personal• Comité de Seguridad Operacional• Integración del SMS El Factor Humano

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C4.4.3 PlanificacióndeEmergenciayManejodeCrisis(Professional Certificate course, face-to-face: � days)

IntroducciónUno de los servicios requeridos por el Anexo �4 al Convenio sobre Aviación Civil Internacional, es el relativo a la planificación para casos de emergencia en los aeródromos, cuyo objetivo es reducir al mínimo las repercusiones de una emergencia, especialmente por lo que respecta a salvar vidas humanas sin interrumpir las operaciones de las aeronaves. Otro factor determinante es el aprovechamiento de los recursos para enfrentar la emergencia, a partir de la intervención coordinada de los apoyos internos y externos al Plan de Emergencia del Aeródromo.

ObjetivoProporcionar la guía básica a personal del aeropuerto para elaborar, implementar y mejorar su Planificación de Emergencia en el manejo de una crisis.

¿Quiénes deben asistir?• Administradores y supervisores del Plan de Emergencia y manejo de crisis• Administradores y supervisores de la Seguridad Operacional

Temario• Requerimientos Internacionales para la elaboración del Plan de Emergencia, las Normas y

Métodos Recomendados Internacionales• Trato a la prensa y medios de comunicación (Media)• Apoyo a las víctimas• La responsabilidad del aeropuerto en el manejo de la crisis• Recuperación de Aeronaves• Actos de interferencia ilícita en contra de la Aviación y secuestro de aeronaves• Servicio de Salvamento y Extinción de Incendios• Visita al Servicio de salvamento y extinción de incendios del aeropuerto Internacional Tocumen• Centros de Control de Crisis• Caso de Estudio, El Factor Humano

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4.4.4 AccidentandIncidentInvestigation(Professional Certificate course, face-to-face: � days)

BriefDelegates will be introduced to industry “best practice” methods for Accident and Incident Investigation for airports. They will learn new concepts, such as the impact that human factors can have on increasing incidents and accidents in aviation. An understanding of these issues will enhance the delegates’ awareness enabling them to establish mitigation measures at their own aerodrome with the aim to reduce incidents and accidents. Case studies will be used as illustrative points throughout the three day course.

Benefits Accidents and incidents do happen at airports. Delegates attending this course will learn how to conduct formal investigations and how the results can be used to reduce and prevent accidents at their airport.The course instructors have actual experience of conducting investigations following fatal and non-fatal accidents at airports. Transfer of knowledge and personal experience will be a fundamental aspect of the learning process.

Who should attend?• Airport Operational Duty Managers• Management and Safety Managers• All staff who are involved in Accident and Incident Investigation, Emergency Planning and

Crisis Management

Course content• The types of incidents and accidents which can happen at airports• ICAO Requirements in Accident and Incident Investigation (Annex ��)• Integration of Accident and Incident Investigation into your SMS• The role of aerodromes in major accidents• The accident site with case studies• Investigation of incidents• Notification of incidents and accidents, managing the media• Interviewing techniques and report writing • Victim support• Accident and incident prevention

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C4.4.5 ApronManagement(Professional Certificate course, face-to-face: � days)

BriefAll airports have a responsibility to “manage” the risks associated with an aircraft turnaround and ensure safety is never compromized. However, statistically the apron can be the most dangerous place at an airport where unusual types of specialist equipment and people with different priorities gather to undertake their work, often under immense pressure due to time and space constraints. However, it is a fact that a well-managed apron will not only reduce accidents but also improve efficiency and customer service.

This basic course provides essential guidance to support airport managers and staff in implementing effective Apron Management Policies and Procedures which will control hazards, reduce costs and lead to a better working environment for all apron users.

Benefits • Experienced and knowledgeable instructors who have a proven track record in apron

management; • Design and implementation of new apron management policies and procedures;• Highly explicit “case studies” will demonstrate good practice and lessons learned;• Reduce accidents, reduce overheads, improve efficiency; and• Certificate of attendance awarded at the conclusion of the course.

Who should attend?• Airport Management• Duty Managers• Safety Managers• Operational staff

Course content

• Implementing effective Safety Management Systems for your apron • Apron inspections • Hazard Analysis and Risk Assessment• Apron markings, signs and signals • Health and safety / PPE • Establishing an effective apron diving scheme• Auditing apron users • The Aircraft Turnaround Plan • Accident and incident case studies• Ground service equipment permits and checks• Revitalizing the Apron Safety Committee• Collaborative decision making • Coordinating and managing work in progress • Accident and Incident Investigation

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4.4.6UnderstandingICAOAnnex14(Professional Certificate course, face-to-face: � days)

BriefThe ICAO Annex �4 sets out the fundamental rules and requirements for Airport Design and Operations, which States undertake to apply through national laws.

ACI’s Understanding ICAO Annex �4 course explains, in understandable language with a practical approach, the requirements set out by Annex �4 and how they should be implemented by airport operators.

Benefits • Obtain a solid understanding of the regulatory framework ICAO has put in place to govern

design, operation and safety at airports;• Obtain a clear interpretation of the requirements set out in the Annex �4;• Learn best practise approaches on how to fulfil to the requirements of Annex �4;• Share experience with experts on the different options for implementation and learn more

about best practises.

Who should attend?• Safety Manager and Safety staff• Airport Planning staff• State Authorities in charge of supervising airports in their territory• Duty officers dealing with safety issues on a daily basis• SMS implementation and supervision staff

Course content• Legal Status Chicago Convention, Annexes and SARPS• Airport Design and Master planning• Layout Runways and Taxiways• Layout Manoeuvring and Safety Areas• Air Navigations System/Services• Indicator and Signalling Devices• Aerodrome Ground Lighting, Signals and Markings• Aerodrome Safeguarding, ATM and ATC, ILS• Communications and Navaids (VOR and Signals)• Aeronautical Information (Markers, NOTAM, ATIS)• Safety Management System (SMS) • Airport Emergency Plans• Audits and Risk Assessment• Monitoring and Treatment of Obstacles• Meteorological impact on airports• Bird Hazard Management• Runway Incursion and Excursion

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C4.4.7 VictimSupportandMediaManagement(Professional Certificate course, face-to-face: � days)

BriefDelegates will be introduced to industry “best practice” methods for handling survivors, victim’s family and friends, other customers, the general public and media following an incident. They will learn the skills required to ensure that the airport is sensitive to the needs of all those who may be affected in any way by such an event, and to ensure that the airport is portrayed as handling any crisis effectively and professionally. Case studies will be used as illustrative points throughout the � day Course.

The content of this course provides additional skills training for those attending Accident and Incident Investigation, or can be taken independently.

Benefits Crises can occur at any time at an airport, whether caused as a result of an accident or incident, terrorist activity or threat of activity, airline failure or other external influences. An airport’s handling of all those involved in such events is critical to its ability to continue business and to limit potential reputation damage, both in terms of its immediate handling of those directly involved and in its dialogue with the media, other customers and the general public.

Who should attend?Airport Operational Duty Managers, Management and Safety Managers, all staff who are involved in Customer Liaison, Airport Business Development and Account Management teams, Accident and Incident Investigation, Emergency Planning & Crisis Management, Corporate Communications.

Course content• The need for an airport to be prepared to handle a crisis• Types of crises affecting airports• How crises affect people• Post Traumatic Stress Disorder, and how it can affect people• Crisis communication skills, handling media enquiries• Understanding cultural differences• Media management, using media to promote a positive position• Understanding the needs of the media

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4.4.8WildlifeHazardPreventionandManagement(Professional Certificate course, face-to-face: � days)

BriefThis course provides delegates with a comprehensive overview of the key principles which should be applied in order to practise effective bird/wildlife hazard management and control at their aerodrome. The course will provide essential information about the latest technology and equipment, methods and techniques, as well as guidance and measures which should be adopted as part of an aerodrome’s Safety Management System.

Benefits The course covers all facets of bird/wildlife hazard management and control including:

• Information about the latest equipment available; • Advice in terms of industry best practice;• How to minimize bird hazard attractants; and• Identifying trends and patterns and record keeping.

Who should attend?The course is aimed at all individuals responsible for ensuring provision of and/or performing effective bird/wildlife hazard control at an aerodrome.

Course content• The history of bird strikes• Bird identification• Bird strike reporting and the ICAO IBIS system• Aerodrome topography and habitat management• Control of contractors• Record keeping• Bird scaring methods and techniques• Professional discussion• Group exercise• Health and safety measures• Wildlife management in the vicinity of the aerodrome• Local aerodrome bird control procedures

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C4.5 Security

4.5.1 AirportSecurity(Professional Certificate course, face-to-face: � days)

BriefThe Airport Security course gives and overview of the legal regime and requirements governing airport security plus their practical implementation at an airport. Case studies and practical examples on efficient application of airport security will be given.

Benefits• Overview on the legal regime of airport security; • Up to date overview with latest developments in the field of airport security;• Training in how to manage security staff and equipment at your airport; and• Training in how to handle crisis situations.

Who should attend?• Airport Security Managers• Airport Security supervisors and staff• General airport management• Security service providers• State authorities dealing with airport security

Course Content• Historical overview airport security• Case study – Pan Am flight �0�• International security regulation• National AVSEC requirements• Airport security activities• Security awareness building• Access control measures• Passenger/cabin crew security• Hold baggage screening and baggage reconciliation• Security equipment• Ground security measures• Cargo and catering and mail security• Prohibited articles and weapons • Practical exercises• Crisis management and reporting • Bomb threat management• Action by the recipient of a bomb treat telephone call• Methodology and processes of airport security inspections and audits

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4.6 Other Subjects

4.6.1 AirTrafficForecasting(Professional Certificate course, face-to-face: � days)

BriefThis training course has been designed to give essential guidance to airport managers and staff on interpreting air traffic forecasts and using different forecast techniques – their strengths and weaknesses. Using a combination of theoretical and actual case studies, the participant will better understand the key industry drivers, the data available to the forecasters and the various forecasting techniques.

Benefits • Best practice and extensive case studies utilized in teaching;• Practical information on how to interpret and create air traffic forecasts;• New trends and techniques applied in Air Traffic Forecasting; and • Case studies – benchmark opportunities with own models and techniques.

Who should attend?• Airport staff involved in Air Traffic Forecasting • Airport staff involved in capacity planning • Airport staff working with traffic statistics • Airport marketing and business planning staff

Course content• Explaining forecasting and air traffic development• Interpreting existing air traffic forecasts• Understanding the different data sources including MIDT• Analyzing past trends and developing forecast assumptions • Splitting traffic by market segmentation (coupon, true)• Short, medium and long-term forecasts (annual and monthly)• Bottom-up and top-down methodology• Building scenarios• Sensitivity tests

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C4.6.2AirportCommunicationsandPublicRelations*(Professional Certificate course, face-to-face: 5 days)


BriefBusiness communication has become too complex. That is why business directives often go unheeded, misunderstood or are not carried out. Learn to define, develop and deliver more effective messages. Become a plain-talking, public-spirited professional. Find out how to cut the B.S. (that’s Bureaucrat-Speak) from your workplace. Use “The One-Minute Power Message” template to improve your writing, thinking and speaking.

Benefits This course is part of the International Airport Professional (IAP) designation whose holders will be recognized by both ACI and ICAO as having achieved highly rigorous standards of expertize in the field of airport management.

Participants will be taught by Ian Taylor, an international expert in news media relations and handling sensitive public Issues. He has trained over �0,000 spokespersons from over �00 countries (including the International Aviation Management Training Institute in Montreal).

Who should attend?• Airport communications managers• Airport International Relations managers

Course contentMessage Development:

• Identifying individual needs and expectations• Understanding diverse audience needs• Defining airport “publics”• Preparing core messages using easy templates for airports• Preparing messages that are “public-spirited, plain-talking and professional”• Preparing messages in the “Customer Service Communications” easy format• Preparing messages in the Crisis Communications Model• Tips on speaking in public, voice, articulation and writing better presentations

Message Delivery:• Preparing messages that will stand up to tough questioning using the Issues Management

Model• Developing communications and information-providing relations with the news media• Developing operation relations with the media• Negotiating the media encounter and what to ask a reporter before agreeing to speak• Why you should never say “no comment”• Spin-serving public information need• How to plan the Spin Doctor’s Game • Practise media interviews with students

News Media Message Delivery: • Simulated news briefing – crisis scenario• Simulated news conference – airport expansion announcement.

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Public Consultation:• Public consultation and participation in future planning and development• How to make the public your partners

Community-relations best practices case studies: • How to build an Airport Booster Club• How to turn around the noise issue• How to improve relations with local community groups• Setting up an airport speaker’s bureau• Better websites for airports• Airport branding• Airport identification• Airport radio stations• Better communications practices with airlines in a crisis

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C4.6.3 AirportHumanResourcesManagement*(Professional Certificate course, face-to-face: 5 days)


Brief Maximize your most valuable asset - your staff - by enhancing your Human Resource (HR) strategies. This course will help you learn how to make your existing HR strategies more effective and efficient so that you may successfully manage your airport’s future changes and challenges. Benefits

• Gain a broad conceptual understanding of HR Management as a strategic activity; • Learn how the strategic role of HR is changing airport environments; • Understand how HRM contributes to your business strategy and organizational performance

of airports; • Gain insights into the analysis of organizations; • Know how to measure achievements in HR policies;• Best practises in staff hiring, training and development, incl. succession planning; and• New approaches in Union relations.

Who should attend?• Airport Human Resources• Training managers• Heads of airport departments• General airport management

Course Content • An overview of airport business strategy • Company Mission/Visions/Values: communications to employees• Motivation management• Methodology for analysing organizational culture and structure• Benchmarking HR strategies and policies (against those of other airports and organizations)• Defining and implementing your of HR strategy;• Staff development and staff training strategies• Union relations management• Best practises in candidate identification and hire practises

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4.6.4AirportMasterPlanning(Professional Certificate course, face-to-face: � days)

BriefCourse makes participants aware of specific ICAO Annexes, International Standards and Recommended Practices for aerodrome design. The course is targeted at existing airport planners and general airport managers involved with airport development. The basic three day course provides essential guidance from master planning development and evaluation, to development assessments and evaluations, and ultimately design for secure airports.

The course reviews specific content of the IATA Airport Development Reference Manual, ICAO Annex �4 and �7, and ECAC document �0 material, and EU�00 (�008). Course participants are also shown how Computer Aided Design (CAD) tools can assist the airport design process. The high level capabilities of simulation tools and Computational Fluid Dynamic software (CFD) are explained using previously worked examples.

Benefits • Develop an outline for a Master Plan brief;• Review the recommended airport planning practices using the 9th edition manual;• Review baggage handling design principles;• Use real planning and financial modelling on case examples to understand; optimum master

plan layouts and detail design layout evaluations; • See the benefits of simulation and CFD modelling; and• Obtain an ACI Airport Planning course Certificate of Attendance awarded at conclusion of

course.

Who should attend?Airport Planning and Development Management teams currently looking to develop terminal and apron infrastructure for low-cost and legacy full-service carriers.

Course contentMaster planning:

• Terms of reference – briefing material• Outline planning principles / Annex �4 / ACI / IATA ADRM • Master plan evaluation techniques

Terminal and Pier / Satellite Planning includes Passenger Facilities Planning:• Retail • Baggage handling design• Apron design• Low-cost terminals versus full-service

Design for Security:

• Master plan to detail for: • Terminals and piers• Car parks• Forecourts • Impact of explosives on terminal infrastructure• Perimeter security

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C4.6.5 PlanificaciónAeroportuaria(Professional Certificate course, face-to-face: � days)

ResumenParticipantes en este programa podrán revisar anexos específicos de la OACI, estándares internacionales y prácticas recomendadas en el diseño aeroportuario. El programa está planeado para miembros del equipo de planificación aeroportuaria existente y para gerentes aeroportuarios con responsabilidades en planificación y desarrollo aeroportuarios. El programa básico de tres días provee una guía básica sobre el desarrollo del concepto de Planificación Aeroportuaria o Master Planning, así como medidas de desarrollo, evaluación y diseño para aeropuertos con mayor seguridad.

El programa revisa contenido específico del Manual de Referencia de desarrollo de Aeropuertos de IATA (IATA Airport Development Reference Manual), Anexos �4 y �7 de la OACI, así como el documento �0 de ECAC y EU�00 (�008).

Objetivo• Desarrollo de un borrador o plan de acción inicial para Planificación aeroportuaria – Master

Plan; • Revisión de prácticas recomendadas para planificación de aeropuertos. Manual 9ª edición;• Revisión de sistemas de equipaje y su diseño;• Utilización de modelos financieros y de planificación reales, mediante ejemplos para entender

los modelos óptimos de planificación aeroportuaria y evaluación de ejemplos.

¿Quiénes deben asistir?Cualquier miembro del equipo de planificación y desarrollo, así como miembros del equipo de gerencia en vías de implementar un plan de desarrollo para edificios terminales, aeródromo, o infraestructura para usuarios tanto de bajo coste como tradicionales.

TemarioPlanificación aeroportuaria – Master Planning

• Materiales de referencia y herramientas • Principios de planificación / Anexo �4 / ACI / IATA ADRM • Técnicas de evaluación en planificación aeroportuaria

Planificación de terminal y satélites – incluye planificación área pasajero • Concesionarios y zonas de ventas• Diseño de sistemas de equipajes• Diseño de aeródromo• Usuarios de Bajo Coste o Tradicionales.

Diseño de Seguridad - Detalles en diseño de planificación

• Edificios terminales y satélites. Salas de abordaje.• Parking• Espacios abiertos• Estudio sobre el impacto de explosivos en los edificios terminales e infraestructura• Seguridad del perímetro

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4.6.6 EURegulationsforAirports(Professional Certificate course, face-to-face: � days)

BriefThis overview course provides clear and concise interpretation of the obligations that airports in the European Community are required to adhere to. The existing EU Law and Policy will be fully explained and even the most intricate regulations will be made manageable. The course provides useful content for all EU airport managers and team leaders who need to implement these policies, and specifically respond to the needs of airports in the new European Union member States (those that joined in May �004 and �007).

Benefits • Gain knowledge of EU institutions, law making and enforcement, with special focus on DG

transport and energy;• Understand existing EU legislation and policy on airports;• Learn to read and to understand the applicable laws and regulations;• Understand which direct and indirect obligations and responsibilities apply to airports; and• Acquire guidelines on how to deal with these responsibilities.

Who should attend?• Airport lawyers • Airport managers involved in strategic and commercial decisions • Ground handlers• Managers dealing with specific airport issues falling under EU Legislation• Governmental staff dealing with EU legislation in the field of aviation

Course content• Historic development of the European aviation market• Current and future developments of in the field of EU Aviation Policy and Law with effect on

airports• Presentation of all relevant EU Regulations and Directives having effect on airports • Interpretation and discussion on the obligations and chances the EU Regulations create for

airports and related businesses

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C4.6.7 IntroductiontoAirportBusiness(Professional Certificate course, face-to-face: � days)

BriefThe Introduction to the Airport Business course has been designed to give participants a comprehensive overview of all essential areas of an airport. By focusing on the airport as the key element in the value chain – aviation – participants will obtain a wider picture concerning relationships between all partners involved in making air transport an efficient and safe form of transportation.

The course gives highlights the fundamental elements of airport infrastructure, operations and management.

Benefits • Gain an overview about the fundamental aspects of airport operations and management;• Understand the relationships between the different service providers and stakeholders at

airports;• Gain an overview on the challenges airports are facing and tasks they are fulfilling; and • Obtain an overview on the roles and responsibilities in the daily airport operation and

management.

Who should attend?• Airport staff that would like to widen their understanding about the relationships between the

different partners involved in air transport and the airport business• Newcomers who would like to obtain a comprehensive overview of their future working field

Course content• The system of national and international aviation• Aviation Industry and research• Aviation administration• International aviation organizations• User requirements for the different airport sub areas• Sub area airspace• Sub area airfield• Sub area terminals• Sub area parking and ground access• Base of airport management• Strategic airport management• Management of the air space• Management airfield• Management terminals• Management parking and ground access • Safety Management System• Security management • Quality management• Environmental management• Management of the administrative planning process • Planning and construction management • Finance management• Personnel management• Management of airport communication• Competition and cooperation between airports

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4.6.8 AviationEnglish(Professional Certificate courses, face-to-face: 5 days)

ACI Training offers a range of four Aviation English courses as follow:• Customer Service• Management• Safety• Security

BriefThe airport business is, by its very nature, an international business. The ability of airport staff to communicate effectively with a range of international air carriers and organizations has strong safety implications. Equally important is the ability to communicate with your main clientele - the passengers and airlines.

The purpose of the Aviation English – Customer Service training course is to enable airport staff to use English with more self-confidence and, at the same time, enable participants to enhance their knowledge and use of English with key phrases and vocabulary relevant to their job functions and frequently used in their daily work.

Benefits • To encourage airport staff to communicate confidently in English; • To provide the correct vocabulary to facilitate communication in a friendly and professional

manner with customers; • To give a general understanding of customer-friendly language use;• To provide strategies to cope with poor understanding or to clarify misunderstandings;• To provide networking opportunities and dialogue with people from different countries,

airports or within the same airport;• Being able to participate fully in work related training courses conducted in English; and• Practice the use of English in a simulated classroom environment.

Expected outcomes:• Increased confidence in the use of English for work-related situations for every level of English• Better communication due to increased airport related vocabulary• Better understanding of passenger requests and the ability to give appropriate answers• Ability to give full and comprehensive information to passengers• Ability to react appropriately to complaints (oral or written) • Ability to take part in discussions and simulations of customer service activities based on best

principles • Practice phrases and vocabulary important for good customer service • Acquire and use appropriate terminology in culturally sensitive customer relations • Role-play: resolve conflict situations e.g. Checking-in a “difficult” customer• Participation in group exercises, e.g. how to prepare new staff for “customer service” at your

airport• Ability to understand the content of written complaints and respond appropriately• Ability to interpret correctly and draw up basic service level agreements • Ability to fully understand and apply the contents of the ACI-ASQ Manual• Ability to fully understand extracts from the ACI Customer Service Culture course • Ability to fully understand airline check-in manuals

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CAdditional informationNot all content areas and topics will be covered in each course as we try to tailor them to specific needs. The factors affecting the choices are: length of the course; language level of the students; specific job needs; and numbers of participants per course.

• A short test will be conducted at the beginning of the course only for the purposes of assessing the general level of English of the group as a whole.

• Correction of pronunciation and grammar structures will be done only when it is seen to interfere with communication.

4.6.8.1 Aviation English – Customer Service

Who should attend?• Airport Managers• All airport staff including:

o Concessionaireso Ground handling staff who are in regular contact with passengers, airlines or suppliers

Course content• Airport terminal signs and symbols• Airport areas and activities• Giving directions• Check-in process• Prohibited items• Passenger categories• Customer satisfaction surveys• Airport announcements covering routine and non-routine situations• Airside occupations and roles of staff and machines/equipment• Airport concessions• Information desk role plays• Weather vocabulary and its implications for the smooth running of an airport• Passenger arrival and departure flowcharts• Passenger revenue generating services• Abbreviations and the NATO alphabet

4.6.8.2 Aviation English – Management

Who should attend?• Medium to high level management at airports• Ground handling companies• Governmental agencies

Course content• Airport layout and distribution• Landside and airside categories• Airport jobs and functions• Financial aviation English and the vocabulary of airport economics• Aeronautical and non-aeronautical revenue sources• International airport regulations and legislation• Terms, phrases and functions related with meetings and negotiations• ICAO abbreviations and the NATO alphabet

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4.6.8.3 Aviation English – Safety

Who should attend?• Airport staff involved with all operational issues• Safety managers• Ground handling companies• Technical staff

Course content• Airport markings and signs• Airport layout and distribution• Following and giving directions• Airport jobs and functions• Landside and airside categories• Passenger handling and terminal processes• Aircraft turnaround• Ramp safety incidents and verbal reporting of incidents• The language of ramp safety• Naming and describing ramp objects• Vehicles/equipment and their functions• Airport zone security plan• Abbreviations and the NATO alphabet• Hazards of airport operations • Weather vocabulary and its implications for the smooth running of an airport

4.6.8.4 Aviation English – Security

Who should attend?• Airport Managers • Staff dealing with airport security• Security service companies• Ground handling companies• State authority staff

Course content• Security markings and signs• Airport and security jobs and functions• Passenger flow handing and terminal processes• Security incidents and verbal reporting of incidents• Giving or receiving advise related to security matters• Reporting security concerns or suspicions• Terms, phrases and functions related to suspect explosive devices in airports• Airport zone security plan• Prohibited items• ICAO abbreviations and the NATO alphabet

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5Online Learning Centre

(OLC) Courses

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OLC

5.1 Airport Safety(Online courses)

5.1.1 SafeVehiclesOperations(SAVOPS)

OverviewThis course will provide students with the information and guidance needed to operate a vehicle safely within the Airport Operations Area including the Movement and Non-Movement Areas, how to maintain their vehicle and what to do in response to an accident or incident.

Information provided to students will include:• An understanding of signage and lighting within the AOA• An overview of general driving rules and regulations• Basic radio communication with the Airport Tower• Knowledge of daily vehicle checks and driving hazards

5.1.2 IntroductiontoSafetyManagementSystems

OverviewThe Introduction to Safety Management Systems Course provides Airport Managers with an overview of the key components of an Airport Safety Management System. The Safety Management Systems course is made up of the following five modules:

• SMS � International Requirements of Aviation Regulations and Aerodrome Certification• SMS � The Aerodrome Manual• SMS � Airside Safety Audits and Inspections• SMS 4 ICAO Universal Safety Oversight Programme• SMS 5 Implementing an Effective Safety Management System

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5.2 Airport Security(Online course)

5.2.1 GeneralSecurityAwareness

OverviewThe General Security Awareness Training (GSAT) course is designed to provide all airport personnel (including employees, contractors and concession staff) with a minimum level of knowledge and understanding of airport security.

The GSAT course (or its equivalent) should be taken by all personnel that work within the airport before they are issued with an Aviation Security Identification Card.

All students must pass the integrated online assessment to successfully complete the GSAT course.

5.2.2 BasicSecurityCheckpointScreener

OverviewThis training course will provide training on what you need to know to be a good security checkpoint operative. The course will outline the required information you need to know, from the basic through to the more complex parts of the job. You will also receive training on X-Ray image recognition, preparing you for later progressing to our X-Ray simulator, X-Screen. During your learning experience you will be asked to complete various quizzes and tests that must be taken in order to finish the course successfully. The complete course consists of �7 theory lessons and �7 X-Screen Simulator practical sessions.

5.2.3 X-ScreenSimulator

OverviewX-Screen Simulator will, over the course of �5 lessons, build your Security X-Ray Image Recognition skills utilizing a structured methodology which progresses from the very basics of colours, shapes and sizes to complex items within heavily cluttered images. Whether you are a novice or experienced Security Operative this will both educate and stretch you and your abilities. You may complete as many or as few sessions at a time as you wish, when you next access the system will remember your progress and commence your training from the next session.

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OLC

5.3 Airport Commercial Development(Online course)

5.3.1 CertificateinConcessionManagement

OverviewThis programme is designed for staff engaged in managing concessions such as retail, food/beverage, duty free, services, parking and ground transportation and rental cars.

The programme provides the groundwork for you to be more proficient in both the theory and practice of managing concessions at your airport.

The Certificate in Concession management is made up of the following three modules:• Module � – Commercial Operations in the Airport• Module � – Food/Beverage, Retail and Duty Free Concessions• Module � – Parking, Ground Transportation, Services and Concession Annual Plan

The key learning objectives of the Certificate in Concession Management programme are:• Understand the role of Commercial Operations in an airport including:

o The development of commercial goals, strategies and actionso The importance of your airport’s layout when planning concessionso Evaluating and benchmarking your commercial resultso Negotiating and managing concessions

• Planning and managing Food/Beverage, Retail and Duty Free concessions including:o Developing a concession plano Getting your concessions up and runningo Managing concession finances and contracts

• Planning and managing parking, Ground Transportation, Services and developing a Concession Action Plan.

o Designing, locating and sizing concessionso Forecasting potential revenueo Establishing contract monitoring systems and standards of operation

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5.4 Airport Environmental Management(Online course)

5.4.1 CertificateinAirportEnvironmentalManagement

OverviewThis certificate programme provides airport staff with an understanding of the basic principles of sustainable development and environmental management. It covers the key environmental impacts associated with airport operations and growth, the benefits gained from effective environmental management and the essential elements of implementing an Environmental Management System at your Airport.

The Certificate in Airport Environmental Management is made up of the following seven modules:• Module � - Introduction to Airport Environmental Management and Sustainability• Module � - Noise Management and Community Relations• Module � - Local Air Quality (LAQ)• Module 4 – Climate Change and Greenhouse Gas Emissions• Module 5 – Resource Management• Module 6 – Waste Management• Module 7 – Implementing an Environmental Management System

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5.5 Human Resources and Business Skills (Online course)

5.5.1 Leadership&Management

OverviewCore leadership and management skills are essential for all emerging leaders and managers within your organization. These online modules provide crucial training for any staff member taking on management responsibilities, or any staff member employed in a frontline or middle management position such as divisional managers, operations managers, team managers or team leaders, supervisors or project managers.

Core management skills provide you with the ability to: develop teams to achieve objectives; understand the nature of conflict and use creative techniques to resolve and avoid disputes; formulate, maintain and review business contracts to gain maximum advantage and make the right decisions to get the desired solutions every time.

This section includes the following courses:• Contracts- The Essentials• Group Problem Solving & Decision Making• How to Develop Business Plans and Budgets• How to Manage Workplace Conflict• Introduction to Performance Management• Introduction to Total Quality Management• Implement Continuous Improvement• Managing and Developing Teams• Meetings - The Essentials

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OLC

5.5.2HumanResources

OverviewEffective management of an organizations human capital is a key indicator of organizational success. This section provides online courses in recruiting and selecting the right people for your organization and providing effective workplace mentoring.

This section includes the following courses:• Recruitment & Selection• Workplace Mentor - Provide Training through Instruction & Demonstration of Work Skills

5.5.3 PersonalDevelopment

OverviewPersonal Development training provides specialized skills fundamental to personal and professional success. These online modules provide staff with a range of effective tools to better manage the competing priorities of their professional and personal lives.

This section includes the following courses:• Business Writing Skills• How to Manage Priorities• How to Manage Stress• How to Communicate Effectively in the Workplace• How to Write Effective Business Emails• Introduction to Ethical Theory• Innovation - An Introduction• Key Accounts - How to Strengthen Client Relationships

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5.6 Project Management(Online course)

5.6.1 ProjectManagement–ShortCourses

OverviewProject Management short courses provide airport staff with excellent high-level overview of theproject management process.

Courses include:• Project Management - An Introduction This course provides a brief introduction to the concept of project management and is

designed to encourage you to further explore the full nature and importance of project management as a discipline.

• Project Management – Essentials This course provides an excellent overview of project management for practical applications

and will give you the insights necessary to address those uncertainties and minimize them.

5.6.2 CertificateinProjectManagement

OverviewThe ACI Certificate in Project Management is developed in line with the Project Management Body of Knowledge (PMBOK) adopted by the Project Management Institute (USA) and by organizations throughout the world.The programme is directed at individuals who are new to project management as a formal discipline and project team members and managers who have not had formal project management training.

The Certificate consists of nine key knowledge areas. These areas are:PM�: Understanding Project ManagementPM�: Project Scope ManagementPM�: Project Time ManagementPM4: Project Cost ManagementPM5: Project Quality ManagementPM6: Project Risk ManagementPM7: Project Communications ManagementPM8: Project Human Resource ManagementPM9: Project Procurement Management

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OLC

5.7 Information Technology Skills(Online course)

OverviewInformation Technology skills are a vital part of the working life of an increasing number of people throughout the world today. These online courses provide immediate, self paced access to critical skills in the use of today’s most used business applications.

This section includes the following courses:4.7.� Access - �00�, �00�, �0074.7.� Excel - �000, �00�, �00�, �0074.7.� Front Page - �00�, �00�4.7.4 Outlook - �00�, �00�, �0074.7.5 PowerPoint - �00�, �00�, �0074.7.6 Project - �000, �00�, �00�, �0074.7.7 Word - �000, �00�, XP4.7.8 Word - �00�, �00�, Office Word �0074.7.9 Windows Vista

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Online Learning Centre (OLC) Courses Duration (nominal)

Airport SafetySafe Vehicle Operations (SAVOPS)

SAVOPS Module � - Driver Orientation � hour

SAVOPS Module � - Driving on the AOA � hour

SAVOPS Module � - Safe Driver Communications � hour

SAVOPS Module 4 - Security Responsibilities � hour

Safety Management Systems (SMS)

Introduction to Safety Management Systems (Modules � to 5) 5 hours

Safety Management Systems Development Kit n/a

Airport SecurityGeneral Security Awareness (English, French, Italian, Punjabi, Polish, Urdu) � hour

Basic Security Checkpoint Screener (English, Portuguese) 4 hours

X-Screen Simulator - �5 Sessions (CD or Download Version) �5 sessions

Airport Commercial Development

Certificate in Concession Management (Modules � to �) 6 hours

Airport Environmental ManagementCertificate in Airport Environmental Management (Modules � to 7) �0.5 hours

HR & Business SkillsLeadership & Management 7.5 hours

Human Resources 4 hours

Personal Development ��.5 hours

Project ManagementProject Management - An Introduction � hours

Project Management - Essentials 4 hours

Certificate in Project Management (Modules � to 9) 40 hours +

Information Technology SkillsMicrosoft Office

Access - �00�, �00�, �007 4 hours

Excel - �000, �00�, �00�, �007 4 hours

Front Page - �00�, �00� 4 hours

Outlook - �00�, �00�, �007 4 hours

PowerPoint - �00�, �00�, �007 4 hours

Project - �000, �00�, �00�, �007 4 hours

Word - �000, �00�, XP 4 hours

Word - �00�, �00�, Office Word �007 4 hours

Microsoft Operating Systems

Windows Vista 4 hours

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ACI Global Training Course Catalogue 2010

Documents

airport security

airport environment

airport carbon management

airport energy management

airport excellence

airport operations

airport financing

airport communications