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Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 1

NGHIP V PHC V HNH KHCH QUC NI GIAI ON I1 MC TIU KHA HC: Sau kha hc hc vin c kh nng n v hng dn v gip khch trn cc chuyn bay n (quc ni, quc t). 2 I TNG THAM D: Nhn vin phc v hnh khch mi tuyn Nhn vin thuc X nghip bt u c o to nghip v Phc v hnh khch quc ni

3 MN HC: Stt 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Mn hc Nhp ngnh hng khng V hnh khch Hnh l Qui trnh phc v khch n An ton sn Quan h khch hng c bn 1 Kim tra 1->6 Ting Anh Thc tp n my bay n Tng cng: Thi lng (01 tit = 45 pht) 08 08 04 12 08 16 04 16 24 100

4. NI DUNG MN HC: Stt Chi tit 4.1. Nhp ngnh hng khng: - Cc t chc hng khng quc t ** - Cc quyn t do khng trung - Cc vng vn chuyn IATA ** - H gi M v h gi 24 - Cch tnh thi gian bay - M sn bay, thnh ph, hng hng khng ** - Hng dn c lch bay (time table) ** - Gii thiu i bay ca Hng khng Vit Nam ** - Gii thiu h thng thng tin lin lc 4.2. V hnh khch: - Qui nh v vic nhn v hnh khch

Vietnam Airlines

TIAGS-

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 2

4.3.

Cc thnh phn ca v ** Cc dng v ang c s dng ** Cc chi tit v: + tn khch + l trnh + gi ch + tiu chun hnh l min cc + hnh l k gi Hnh l: - Gii thiu tng qut v hnh l ** - Qui trnh vn chuyn hnh l t my bay n u bng chuyn** - Qui trnh phc v hnh l n: giao tr hnh l thng, hnh l bt thng v hnh l l vt phm an ninh - Tiu chun hnh l min cc theo h thng k v kin ** - Tiu chun hnh l xch tay ca IATA v HKVN ** - Gii thiu cc loi th hnh l Qui trnh phc v khch n: - Qui trnh hnh khch n - Hng dn c th ln my bay (boarding pass) ** - Khi nim khch chuyn tip - Qui trnh phc v khch chuyn tip kt hp - Hng dn nhn v c in MVT, LDM, SOM, PSM - Gii thiu mn hnh gim st - Khi nim F, C, VIP, CIP, GLP - Khi nim khch c bit ** - Khi nim khch UM ** - Th tc P/HKVP/02, hng dn cng vic WI/HKCT/02 - Mt s tnh hung pht sinh An ton sn : - Gii thiu cc trang thit b phc v trn sn - S bi u my bay trn sn - Qui c nh du cc vch sn trn sn - Nguyn tc an ton Quan h khch hng c bn 1: - Khi nim Quan h khch hng - Xc nh nhu cu ca khch hng - Ngh thut giao tip - Phong cch phc v Ting Anh: - T chuyn ngnh ( terminology) ** - Thc hnh m kh - Mt s cu thng s dng ti sn v nh ga n

4.4.

4.5.

4.6.

4.7.

Vietnam Airlines

TIAGS4.8.

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 3

Thc tp: N CHUYN BAY N: 1. Ngy 1: ** Sng: - Quan st qui trnh phc v khch n - c thng tin trn mn hnh gim st - Hng dn s dng b m - Gii thiu v tr bi u ** Chiu: - Nhn v x l in: MVT, LDM, SOM, PSM - Thc hnh n chuyn bay n: + Cng tc chun b: in vn, thng tin bi u, my bay, dng c lm vic + Thc hin n chuyn bay n 2. Ngy 2: ** Sng: Thc hnh n chuyn bay n: - Cng tc chun b: in vn, thng tin bi u, my bay, dng c lm vic - Trc tu n - Nhng iu lu khi n tu t ng lng - Thc hin n chuyn bay n ** Chiu: Thc hnh n chuyn bay n: - Cng tc chun b: in vn, thng tin bi u, my bay, dng c lm vic - Trc tu n - Nhng iu lu khi n tu t ng lng - Thc hin n chuyn bay n Hng dn x l tnh hung : My bay thay i bi u so vi ban u. Pht hin s hiu my bay thay i so vi MHGS. Khng c xe n khch. 3. Ngy 3: ** Sng : Thc hnh n chuyn bay n : - Cng tc chun b : in vn, thng tin bi u, my bay, dng c lm vic - Trc tu n - Thc hin n chuyn bay n ** Chiu :

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 4

Thc hnh n chuyn bay n : - Cng tc chun b : in vn, thng tin bi u, my bay, dng c lm vic - Trc tu n - Thc hin n chuyn bay n Hng dn x l tnh hung : Tip vin giao hnh l khch qun. Khch yu cu quay li my bay ly hnh l qun. C khch c bit ( WCH,UM.) khng in bo trc. Khch yu cu gip do thi gian chuyn tip ngn. Ghi ch : Phn c du ** - pht ti liu trc cho hc vin Trc khi hc phn chuyn mn hc vin c gii thiu v Tng cng ty HKVN, TIAGS v h thng qun l cht lng ISO 9001: 2000 5. S LNG HC VIN: Ti thiu: 07 hc vin. Ti a: 30 hc vin. 6. S LNG GIO VIN: L thuyt: 01 gio vin/ 01 mn hc Thc hnh: 01 gio vin/ 05 hc vin

NGHIP V PHC V HNH KHCH QUC NI GIAI ON II

Vietnam Airlines

TIAGS1 MC TIU KHA HC:

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 5

Sau kha hc hc vin c kh nng hng dn v gip khch ti ca khi hnh, ca ra my bay v ti chn cu thang my bay chuyn bay i quc ni. 2 I TNG THAM D: Nhn vin Phc v hnh khch mi tuyn qua o to nghip v Phc v hnh khch quc ni giai on I.

3 MN HC: Stt 1 2 3 4 5 Mn hc SDCS- Boarding Qui trnh phc v hnh khch ra my bay Kim tra Thc tp hng dn hnh khch ra my bay Tng cng: Thi lng (01 tit = 45 pht) 08 16 04 56 84

4. NI DUNG MN HC:

Vietnam Airlines

TIAGSStt 4.1.

CHNG TRNH O TOChi tit

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 6

DCS - Boarding - S lc v SDCS - Hin th danh sch cc chuyn bay - Hin th v c thng tin chi tit ca mt chuyn bay - Hin th v c thng tin chi tit ca mt hnh khch - Lnh in cc danh sch khch cn phc v c bit - Cc cu lnh s dng trong boarding - X l tnh hung Qui trnh phc v hnh khch ra my bay: hng dn cng vic WI/HKVP/04

4.2.

Vietnam Airlines

TIAGS4.3.

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 7

Thc tp: HNG DN HNH KHCH RA MY BAY: Ngy 1: Gii thiu v tr v c im ca tng gate, ng lng, cc s in thoi lin lc ti gate quc ni, quy Nobag, pht thanh, VIP A Quan st cng tc hng dn khch ti ca khi hnh: chun b, kim sot khch qua ca khi hnh, hng dn khch ln xe, nhn hnh l cng knh Hng dn s dng chng trnh pht thanh, my tnh ti gate, my c th

Ngy 2 : n cc tnh hung my bo li BN DEL, Already boarded, Wrong flight number, SN not found

- Thc tp : + Cng tc chun b trc boarding + Kim sot khch qua ca khi hnh + Hng dn khch ln xe + S dng chng trnh pht thanh + Hng dn cch s dng xe ln - Quan st : Kim sot khch ln my bay (x th ngoi my bay) Ngy 3 : n cc tnh hung my bo li BN DEL, Already boarded, Wrong flight number, SN not found - Thc tp : + Cng tc chun b trc boarding + iu xe + Kim sot khch qua ca khi hnh bng Boarding Sheet/Seat map + Hng dn khch ln xe; ra ng lng + Giao Security - Quan st : Kim sot khch ln my bay (kim tra th ln my bay) - Hng dn x l tnh hung : My b kt th. My khng nhn th, my b treo

Vietnam Airlines

TIAGS5. S LNG HC VIN: Ti thiu : Ti a :

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 8

07 hc vin. 30 hc vin.

6. S LNG GIO VIN: L thuyt : 01 gio vin/ 01 mn hc Thc hnh : 01 gio vin/ 05 hc vin

NGHIP V PHC V HNH KHCH QUC NI GIAI ON III1 MC TIU KHA HC: Sau kha hc, hc vin c kh nng lm th tc hng khng ti quy Economy cc chuyn bay quc ni. 2 I TNG THAM D: Nhn vin Phc v hnh khch mi tuyn qua o to nghip v Phc v hnh khch quc ni giai on I v II. 3 MN HC: Stt 1 2 3 4 5 6 7 8 9 10 11 Mn hc V hnh khch Lut du lch Hnh l Qui trnh phc v khch i Cn bng trng ti Quan h khch hng c bn 2 Tinh thn lm vic ng i Ting Anh DCS Check-in & kim tra Kim tra mc 1,2,3,4,5,6 Kim tra ting Anh- Thi vui Thi lng (01 tit = 45 pht) 24 04 08 24 08 16 16 28 52 08 08

Vietnam Airlines

TIAGS12 13 14 15 16

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 9

An ninh hng khng Hng ha nguy him CAT9 Thi tt nghip Tng s tit l thuyt Thc tp: thi gian thc tp ti thiu 15 ngy, ti a 20 ngy

25 16 04 241 15-20 ngy

4. NI DUNG MN HC: Stt 4.1 . Chi tit V hnh khch: - Cc chi tit v cn li - Nhng c quan xut v ** - Hiu lc v - Cc trng hp chp nhn v qu hn - Cc loi gi v - MCO - Khi nim chuyn nhng - PNR - Bi tp Lut du lch: - Gii thiu v h chiu v cch kim tra - Nhng qui nh v lut du lch trong nc ** - Yu cu v giy t du lch i vi chuyn bay quc t Hnh l: - iu kin chp nhn v quyn t chi hnh l k gi ca hng vn chuyn ** - Th hnh l v cch s dng - Qui trnh vn chuyn hnh l t quy cn n khoang my bay - Qui trnh lm th tc hnh l ti quy cn - Hnh l thng theo h thng kilogram - Tnh cc hnh l k gi thng thng - Hnh l c bit theo h thng kilogram Hng ha nguy him dnh cho nhn vin PVHK: - Khi nim v phn lai hng ha nguy him - Nhn hng ha nguy him - Qui nh v hng ha nguy him trong hnh l ca hnh khch v t bay Bng 2.3A trong ti liu DGR -IATA - Qui nh v vn chuyn ng vt sng v hng nguy him ca Tng cng ty HKVN

4.2 .

4.3.

4.4.

Vietnam Airlines

TIAGS4.5.

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 10

Qui trnh phi hp phc v hnh l c cha hng ha nguy him hoc ng vt sng.

Qui trnh phc v: - Qui trnh hnh khch i quc ni - Th tc P/HKVP/01, hng dn cng vic WI/HKVP/04 - Khch F, C, VIP, CIP, GLP - Qui trnh chuyn i hng gh - Phc v chuyn bay tr - Phc v chuyn bay hy - Phc v hnh khch b nh chuyn - Chuyn i hnh trnh bt buc - Qui trnh phc v khch chuyn tip - Phc v khch c bit - Phc v tr em i mt mnh - Mt s tnh hung pht sinh DCS Check-in trn Expert Mode: n cc cu lnh hin th v cch c thng tin Cu lnh trong cng tc chun b trc chuyn bay Cu lnh lm th tc Cp nht thng tin cho khch sau khi CKI Chuyn i khch sang chuyn bay hoc im n khc Chuyn i hng gh Hng dn cch s dng my in th ln my bay, my in th hnh l v cch s dng th hnh l DCS Bi tp tng qut v cc tnh hung bt thng Cn bng trng ti: - Qui trnh lm vic ca i TLCX - Ti liu chuyn bay - c in MVT, LDM, SOM - S ch ngi trn my bay ATR72, FOKKER 70, A320, B767, B777, s ch ngi dnh cho khch nm cng - Nguyn l cn bng Quan h khch hng c bn 2: * n tp - Khi nim Quan h khch hng - Xc nh nhu cu ca khch hng - Ngh thut giao tip - Phong cch phc v * Bi tp tnh hung Tinh thn lm vic ng i:

4.6.

4.7.

4.8.

4.9.

Vietnam Airlines

TIAGS4.10.

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 11

Tiu chun nhm Cc giai on trng thnh nhm Xc nh tnh cch c nhn trong mt tp th Thun li khi lm vic trong nhm Kh khn khi lm vic trong nhm c im ca nhm lm vic hiu qu c im ca cc thnh vin tch cc Du hiu lm suy yu nhm nh gi tnh hu hiu ca nhm Thi i vi thnh vin mi vo nhm Nguyn tc xy dng tnh lm vic ng i hiu qu Tho lun: TIAGS hp tc hiu qu

4.11.

Ting Anh: - n phn pht m - Ng iu - Mt s cu mu (model sentences) - Mt s tnh hung mu ( typical situations) Thc tp: LM TH TC TI QUY Tun 1: 1. Chun b : Nhn v x l in: in vn t Gabriel : TRN, ROC, MLVP, MLMS, FQTV, INF, WCH, GRP, UM Cc in vn t SITA: SOM, LDM, PSM, PTM Chun b ti quy: Gi thng tin ln bng in Lp th vo my, x l Q D Briefing ca cn b v OCC 2. Hin th, in danh sch hnh khch c bit t DCS 3. Lm th tc ti quy 4. Cng c ni dung boarding, n chuyn bay n trong cc thi im khng c chuyn bay hoc quy thc hnh check-in 5. Hng dn x l tnh hung: Khng tm thy khch trn danh sch hnh khch Tm thy tn khch PDD nhng d liu khch c m XRES Khch c tn trng nhau Khch ITCI

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 12

Tun 2 : 1. Cng c cc ni dung ca tun 1 2. Cng c ni dung boarding, n chuyn bay n trong cc thi im khng c chuyn bay hoc quy thc hnh check-in 3. Hc thuc cc s hiu chuyn bay, im n/ im khi hnh ca cc chuyn bay quc ni i/n t SGN, mt s chuyn bay c bit ca Quc ni (PEK, CDG) 4. Hng dn x l tnh hung: My khng in th (Boarding Pass, Baggage Tag) Khch c trnh trng sc khe yu Khch c hnh l k gi khng dn tem an ninh Hnh l qu cc, hnh l ln (>40kgs) Khch chuyn chuyn bay (cha CI hoc CI) Khch c giy t du lch hoc v khng hp l Khch c giy t du lch hoc v khng hp l Khch l ph n c thai Khch l ti phm

Tun 3 : 1. Cng c cc ni dung ca tun 1,2 2. Cng c ni dung boarding, n chuyn bay n trong cc thi im khng c chuyn bay hoc quy thc hnh check-in 3. Hc thuc cc s hiu chuyn bay, im n/ im khi hnh ca cc chuyn bay quc ni i/n t SGN 4. Hng dn x l tnh hung: Tn khch trn v khc vi tn khch trn giy t du lch Upgrading/Downgrading Thiu v Khch inbound transfer i chuyn bay t SGN ( c hnh l gi thng) Khch c v VIP n quy lm th tc nhng trn h thng khng c thng tin VIP Tha v Tun 4 : 1. Cng c cc ni dung ca tun 1,2,3

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 13

5. S LNG HC VIN: Ti thiu : Ti a : 07 hc vin. 30 hc vin.

6. S LNG GIO VIN: L thuyt : 01 gio vin/ 01 mn hc Thc hnh : 01 gio vin/ 05 hc vin Ghi ch: Vic phn chia giai on kha Nghip v phc v hnh khch quc ni c th c chnh sa ty theo yu cu ca X nghip.

NGHIP V PHT THANH1 MC TIU KHA HC: Trang b cho hc vin cc kin thc c bn v nghip v pht thanh ti nh ga. Sau kha hc, hc vin c kh nng pht thanh ng cc mu pht thanh c s dng ti nh ga i quc ni, quc t. 2 I TNG THAM D: Nhn vin phc v hnh khch mi tuyn. 3 MN HC: Stt 1 2 3 4 5 6 Mn hc Nhp ngnh hng khng + Gii thiu ISO Quan h khch hng Tinh thn lm vic ng i Anh vn Nghip v pht thanh (mi ging) Tng cng Thi lng (01 tit = 45 pht) 08 16 16 16 16 72

4. NI DUNG MN HC:

Vietnam Airlines

TIAGSStt 4.1

CHNG TRNH O TOChi tit

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 14

4.2.

Nhp ngnh hng khng: - Gii thiu Tng cng ty HKVN - Gii thiu TIAGS - Gi quc t - K hiu cc hng hng khng, sn bay, thnh ph Gii thiu ISO: - Gii thiu chnh sch v mc tiu cht lng ca X nghip - Gii thiu vic thc hin ISO trong X nghip Quan h khch hng c bn 1: - Khi nim Quan h khch hng - Xc nh nhu cu ca khch hng - Giao tip - Phong cch phc v - Bi tp Tinh thn lm vic ng i: - Tiu chun nhm - Cc giai on trng thnh nhm - Xc nh tnh cch c nhn trong mt tp th - Thun li khi lm vic trong nhm - Kh khn khi lm vic trong nhm - c im ca nhm lm vic hiu qu - c im ca cc thnh vin tch cc - Du hiu lm suy yu nhm - nh gi tnh hu hiu ca nhm - Thi i vi thnh vin mi vo nhm - Nguyn tc xy dng tnh lm vic ng i hiu qu - Tho lun: TIAGS hp tc hiu qu Ting Anh: - Pht m - Cc mu pht thanh ting Anh Nghip v pht thanh (mi ging)

4.3

4.4 4.5

5. S LNG HC VIN: - Ti thiu: - Ti a: 07 hc vin 30 hc vin

6. S LNG GIO VIN: - L thuyt: 01 gio vin / 01 mn hc

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 15

NGHIP V NHN VIN OUTSIDE COUNTER1 MC TIU KHA HC: Sau kha hc hc vin c kh nng hng dn v gip khch ti cc khu vc bn ngoi quy lm th tc trn cc chuyn bay i ( quc ni, quc t). 2 3 I TNG THAM D: Nhn vin phc v hnh khch mi tuyn. Nhn vin thuc X nghip bt u c o to nghip v Outside counter. MN HC: Stt 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Chi tit Nhp ngnh hng khng V hnh khch Hnh l Qui trnh phc v cc hng v chng trnh khch hng thng xuyn An ton sn Quan h khch hng c bn Tinh thn lm vic ng i Ting Anh Kim tra 1->8 Briefing v thc t cng vic Thi lng (01 tit = 45 pht) 08 08 04 08 08 16 16 08 04 04

Vietnam Airlines

TIAGS11. 12. 13.

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 16

An ton v sinh lao ng H thng ISO X nghip Tng cng:

08 04 96

Ghi ch: - i vi nhn vin X nghip c o to nghip v Outside counter: c min cc mn hc trong chng trnh nu nh c o to trc . 4 NI DUNG MN HC: Stt 4.1. Chi tit Nhp ngnh hng khng: - Cc t chc hng khng quc t ** - Cc quyn t do khng trung - Cc vng vn chuyn IATA ** - H gi M v h gi 24 - Cch tnh thi gian bay - M sn bay, thnh ph, hng hng khng ** - Hng dn c lch bay (time table) ** - Gii thiu i bay ca Hng khng Vit Nam ** - Gii thiu h thng thng tin lin lc V hnh khch: - Qui nh v vic nhn v hnh khch - Cc thnh phn ca v ** - Cc dng v ang c s dng ** - Cc chi tit v: + tn khch + l trnh + gi ch + tiu chun hnh l min cc + hnh l k gi Hnh l: - Gii thiu tng qut v hnh l ** - Tiu chun hnh l min cc theo h thng k v kin ** - Tiu chun hnh l xch tay ca IATA v HKVN ** - Gii thiu cc loi th hnh l Qui trnh phc v: - Hng dn c th ln my bay (boarding pass) ** - Khi nim F, C, VIP, CIP, GLP - Khi nim khch c bit ** - Khi nim khch UM ** - Qui trnh phc v cc hng - Chng trnh khch hng thng xuyn cc hng

4.2.

4.3.

4.4.

Vietnam Airlines

TIAGS4.5.

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 17

An ton sn : - Gii thiu cc trang thit b phc v trn sn - S bi u my bay trn sn - Qui c nh du cc vch sn trn sn - Nguyn tc an ton Quan h khch hng c bn 1: - Khi nim Quan h khch hng - Xc nh nhu cu ca khch hng - Giao tip - Phong cch phc v - Bi tp Tinh thn lm vic ng i: - Tiu chun nhm - Cc giai on trng thnh nhm - Xc nh tnh cch c nhn trong mt tp th - Thun li khi lm vic trong nhm - Kh khn khi lm vic trong nhm - c im ca nhm lm vic hiu qu - c im ca cc thnh vin tch cc - Du hiu lm suy yu nhm - nh gi tnh hu hiu ca nhm - Thi i vi thnh vin mi vo nhm - Nguyn tc xy dng tnh lm vic ng i hiu qu - Tho lun: TIAGS hp tc hiu qu Ting Anh: - T chuyn ngnh ( terminology) ** - Thc hnh m kh - Mt s cu thng s dng ti nh ga

4.6.

4.7.

4.8.

Ghi ch : - Phn c du ** - pht ti liu trc cho hc vin 5. S LNG HC VIN: Ti thiu : Ti a : 05 hc vin 30 hc vin

6. S LNG GIO VIN: L thuyt : 01 gio vin/ 01 mn hc

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 18

NGHIP V NHN VIN PHC V KHCH C BIT1.MC TIU KHA HC: Sau kha hc hc vin c kh nng hng dn v gip khch c bit trn cc chuyn bay i- n ( quc ni, quc t). 2.I TNG THAM D: Nhn vin phc v hnh khch mi tuyn. Nhn vin thuc X nghip bt u c o to nghip v phc v khch c bit.

3.MN HC: Stt 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Mn hc Nhp ngnh hng khng V hnh khch Hnh l Qui trnh phc v An ton sn Quan h khch hng c bn Tinh thn lm vic ng i Ting Anh Kim tra 1->8 Briefing v thc t cng vic An ton v sinh lao ng H thng ISO X nghip Thc hnh Tng cng: Thi lng (01 tit = 45 pht) 04 04 04 08 08 16 16 08 04 04 08 04 16 104

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 19

Ghi ch: - i vi nhn vin X nghip c o to nghip v phc v khch c bit: c min cc mn hc trong chng trnh nu nh c o to trc . 4.NI DUNG MN HC: Stt 4.1. Chi tit Nhp ngnh hng khng: - Cc t chc hng khng quc t ** - Cc vng vn chuyn IATA ** - M sn bay, thnh ph, hng hng khng ** - Hng dn c lch bay (time table) ** - Gii thiu i bay ca Hng khng Vit Nam ** V hnh khch: - Qui nh v vic nhn v hnh khch - Cc thnh phn ca v ** - Cc dng v ang c s dng ** - Cc chi tit v: + tn khch + l trnh + gi ch + tiu chun hnh l min cc + hnh l k gi Hnh l: - Gii thiu tng qut v hnh l ** - Tiu chun hnh l min cc theo h thng k v kin ** - Tiu chun hnh l xch tay ca IATA v HKVN ** - Gii thiu cc loi th hnh l Qui trnh phc v: - Qui trnh hnh khch i/ n quc ni- quc t - Hng dn c th ln my bay, in PSM, s bi p - Hng dn nghip v nhn vin phc v hnh khch c bit WI/HKCT/03 An ton sn : - Gii thiu cc trang thit b phc v trn sn - S bi u my bay trn sn - Qui c nh du cc vch sn trn sn - Nguyn tc an ton Quan h khch hng c bn 1: - Khi nim Quan h khch hng - Xc nh nhu cu ca khch hng - Giao tip - Phong cch phc v

4.2.

4.3.

4.4.

4.5.

4.6.

Vietnam Airlines

TIAGS4.7.

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 20

4.8.

- Bi tp Tinh thn lm vic ng i: - Tiu chun nhm - Cc giai on trng thnh nhm - Xc nh tnh cch c nhn trong mt tp th - Thun li khi lm vic trong nhm - Kh khn khi lm vic trong nhm - c im ca nhm lm vic hiu qu - c im ca cc thnh vin tch cc - Du hiu lm suy yu nhm - nh gi tnh hu hiu ca nhm - Thi i vi thnh vin mi vo nhm - Nguyn tc xy dng tnh lm vic ng i hiu qu - Tho lun: TIAGS hp tc hiu qu Ting Anh: - T chuyn ngnh ( terminology) ** - Thc hnh m kh - Mt s cu thng s dng ti nh ga

Ghi ch : - Phn c du ** - pht ti liu trc cho hc vin 5.S LNG HC VIN: Ti thiu : 05 hc vin Ti a : 30 hc vin 6.S LNG GIO VIN: L thuyt: 1 gio vin/1 mn hc Thc hnh: 1 gio vin/5 hc vin

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 21

NGHIP V PHC V HNH KHCH QUC T1 MC TIU KHA HC : Sau kha hc, hc vin c kh nng lm th tc hng khng quy Economy, hng dn v gip hnh khch trn cc chuyn bay quc t. 2 I TNG THAM D : Nhn vin phc v hnh khch qua kha nghip v Phc v hnh khch quc ni, Quan h khch hng nng cao v c t nht 06 thng kinh nghim lm vic ti i Phc v hnh khch quc ni. 3 NI DUNG MN HC: Stt 3.1 Chi tit V hnh khch: 5 n qui nh v vic chp nhn v hnh khch 6 n cc thng tin trn v 7 Hnh thc mua v tr trc PTA 8 Nhng hng hng khng c hp ng Interline vi VN, nhng hng hng khng VN khng chp nhn chng t vn chuyn 9 S chuyn nhng, chuyn i hnh trnh 10 Cc loi gi v 11 Gii thiu cc loi v gi gim, v c nhng im hn ch khi s dng thng gp trn chuyn bay cc hng 12 V BSP, ARC, TUI, v in t 13 Gii thiu mt s chi tit trn th tn dng 14 MCO - Bi tp Thng tin du lch: 15 Lut du lch quc t 16 Gii thiu h chiu, th thc 17 Cch kim tra h chiu, th thc 18 Cc mu h chiu, th thc Thi lng (01 tit = 45 pht) 08

3.2

20

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 22

19 Gii thiu TIM- Travel Information Manual 20 Gii thiu TIMATIC 21 Hng dn s dng cc lnh tra cu trn Gabriel: EZ, Encode, Decode, TCC, TIETAB, TIMATIC 3.3 Hnh l: 22 iu kin chp nhn hnh l k gi lin chng 23 n h thng tnh cc hnh l thng theo tiu chun kilogram v kin 24 n tnh cc hnh l c bit theo h thng kilogram - Tnh cc hnh l c bit theo h thng kin: IATA & HKVN Qui trnh phc v: - Hng dn cng vic WI/HKVP/04 - Tnh hung DCS: 25 Lm th tc lin chng (ITCI) 26 Khoanh vng chuyn bay nhiu chng. 27 Cp nht thng tin PSPT, MKT - Lm th tc XCR, DHC Kim tra Tng cng 04

3.4 3.5

04 04

3.6 3.7 4

04 44

S LNG HC VIN: Ti thiu : Ti a : 07 hc vin. 20 hc vin.

5

S LNG GIO VIN: 01 gio vin / 01 mn hc

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 23

PHC V HNH KHCH CC HNG DNH CHO NHN VIN HKQT I1 MC TIU KHA HC: Sau kha hc, hc vin c kh nng lm th tc cc chuyn bay quc t theo ng qui nh v chnh sch ca cc hng hng khng c phn cng phc v. 2 I TNG THAM D: Nhn vin phc v hnh khch qua kha hc Phc v hnh khch quc t. 3 NI DUNG MN HC: Stt 3.1 Chi tit * Qui trnh phc v cc hng do quc t 1 phc v v cc hng c hp ng lin danh vi VN: 1. Cc hng khng thc hin lm th tc lin chng i vi hnh khch v cha c chng trnh khch hng thng xuyn. 2. Cc hng khng thc hin lm th tc lin chng i vi hnh khch v c chng trnh khch hng thng xuyn. 3. Cc hng c thc hin lm th tc lin chng i vi hnh khch v c chng trnh khch hng thng xuyn. * Cc dng hp ng: 1. Hp ng interline 2. Hp ng Free Endorsement 3. Hp ng Joint- Venture 4. Hp ng lin danh/hp ng trao i ch gia VN v cc hng 5. Hp ng ITCI Ph lc v cc thng tin cp nht hin hnh ( briefing note) Thi lng (01 tit = 45 pht) 08

3.2

06

Vietnam Airlines

TIAGS3.3 3.4

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 24

Kim tra 3.1 & 3.2 Thc tp: - Quan st chuyn bay thc t - Chun b trc chuyn bay (ITCI v Non-ITCI) - Lm th tc ti quy (ITCI v Non-ITCI) - Kt s - Hng dn khch ra my bay Tng cng

02 80

3.5

96

4 THI LNG: L thuyt : Thc hnh: 16 tit 10 ngy (Min. 7 ngy, Max. 15ngy)

5 S LNG HC VIN: Ti thiu : 07 hc vin. Ti a : 20 hc vin. 6 S LNG GIO VIN: L thuyt : Thc hnh : 01 gio vin/ 01 mn hc 01 gio vin / 05 hc vin

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 25

PHC V HNH KHCH CC HNG DNH CHO NHN VIN HKQT II1 MC TIU KHA HC: Sau kha hc, hc vin c kh nng lm th tc cc chuyn bay quc t theo ng qui nh v chnh sch ca cc hng hng khng c phn cng phc v. 2 I TNG THAM D: Nhn vin phc v hnh khch qua kha hc Phc v hnh khch quc t. 3 NI DUNG MN HC: Stt 3.1 Chi tit * Qui trnh phc v cc hng: 1. Cc hng khng thc hin lm th tc lin chng i vi hnh khch v cha c chng trnh khch hng thng xuyn. 2. Cc hng khng thc hin lm th tc lin chng i vi hnh khch v c chng trnh khch hng thng xuyn. 3. Cc hng c thc hin lm th tc lin chng i vi hnh khch v c chng trnh khch hng thng xuyn. * Cc dng hp ng: 1. Hp ng interline 2. Hp ng Free Endorsement 3. Hp ng Joint- Venture 4. Hp ng lin danh/hp ng trao i ch gia VN v cc hng 5. Hp ng ITCI Ph lc v cc thng tin cp nht hin hnh ( briefing note) Thi lng (01 tit = 45 pht) 08/giai on

3.2

06/giai on

Vietnam Airlines

TIAGS3.3 3.4

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 26

Kim tra 3.1 & 3.2 Thc tp: - Quan st chuyn bay thc t - Chun b trc chuyn bay (ITCI v Non-ITCI) - Lm th tc ti quy (ITCI v Non-ITCI) - Kt s - Hng dn khch ra my bay Tng cng

02/giai on 40/giai on

3.5 Ghi ch: -

56/giai on

-

-

Lp nghip v phc hnh khch quc t 2 c chia lm 3 giai on, mi giai on c thi lng nh sau: + L thuyt: 16 tit/g + Thc tp: 05 ngy/g Ni dung hc tng giai on: + Giai on 1: Qui trnh phc v cc hng BL, FM, HY, MH, MU, TG + Giai on 2: Qui trnh phc v cc hng BR, CZ, JL, PR + Giai on 3: Qui trnh phc v cc hng CI, LH, NH, SQ S lng chuyn bay thc tp trn mi hng: ti thiu 3 chuyn/1 hng

4 THI LNG: L thuyt: 48 tit Thc hnh: 15 ngy (Min. 12 ngy, Max. 20 ngy) 5 S LNG HC VIN: Ti thiu: 07 hc vin Ti a: 20 hc vin 6 S LNG GIO VIN: L thuyt: 01 gio vin/ 01 mn hc Thc hnh: 01 gio vin / 05 hc vin

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 27

NGHIP V PHC V HNH KHCH CHUYN TIP1 MC TIU KHA HC: Sau kha hc, hc vin c kh nng lm th tc hng khng cho khch chuyn tip v n khch n. 2 I TNG THAM D: Nhn vin Phc v hnh khch quc t c t nht 06 thng kinh nghim lm vic ti cc i Phc v hnh khch quc t. 1 NI DUNG MN HC: Stt 3.1 Mn hc * Qui trnh phc v: - n khi nim khch chuyn tip - Qui trnh phc v khch chuyn tip- P/HKVP/03 - Hng dn nghip v nhn vin phc v hnh khch n v chuyn tip- WI/HKCT/02 - Mt s tnh hung pht sinh Nghip v PVHK cc hng quc t 1: - Qui trnh phc v cc hng QT1 - Chng trnh khch hng thng xuyn cc hng QT1 Nghip v PVHK cc hng quc t 2: - Qui trnh phc v cc hng QT2 - Chng trnh khch hng thng xuyn cc hng QT2 Kim tra Tng cng Thi lng (01 tit = 45 pht) 08

3.2

06

3.3

14

3.4 3.5 Ghi ch:

02 24

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 28

- Mn hc 2: p dng i vi nhn vin thuc i PVHK QT2 chuyn sang i PVHK n v chuyn tip. - Mn hc 3: p dng i vi nhn vin thuc i PVHK QT1 chuyn sang i PVHK n v chuyn tip.

3 THI LNG: L thuyt: 24 tit ( 03 ngy) Thc tp: 02 ngy 4 S LNG HC VIN: Ti thiu: 07 hc vin Ti a: 20 hc vin 2 S LNG GIO VIN: L thuyt: 01 gio vin Thc hnh: 01 gio vin/ 05 hc vin.

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 29

NGHIP V PHC V HNH KHCH C QUC NI1 MC TIU KHA HC: Sau kha hc, hc vin c kh nng lm th tc hng khng quy C quc ni. 2 I TNG THAM D: Th tc vin c t nht 06 thng kinh nghim lm vic ti i phc v hnh khch quc ni. 3 NI DUNG MN HC: Stt 3.1 Chi tit Qui trnh phc v: - Gii thiu - Nhn bit khch C, VIP, CIP, FQTV - Phc v khch hng thng gia - Phc v khch VIP, CIP, FQTV - Chng trnh khch hng thng xuyn: + Cc bc lu khi chp nhn th khch hng thng xuyn + Cc loi th dnh cho khch hng thng xuyn - Qui trnh chuyn i hng gh - Cng tc kt s DCS Gi ch cho khch chuyn tip Inbound Transit (NDCS ) Quan h khch hng nng cao: - Thnh phn trong mi quan h khch hng - Khch hng bn trong v bn ngoi - Nhn vin cung cp dch v gii - Phn loi v c im dch v - Qu trnh quyt nh mua dch v - Xy dng mi quan h khch hng - Tm hiu cc nhm c tnh khch hng - Phong tc tp qun cc nn vn ha khc nhau - K nng giao tip - Bi tp tnh hung Thi lng (01 tit = 45 pht) 10

3.2 3.3

06 16

Vietnam Airlines

TIAGS3.5

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 30

Thc tp: - Quan st chuyn bay thc t - Chun b trc chuyn bay - Lm th tc ti quy Tng cng

24

3.6

56

4 THI LNG: L thuyt: 24 tit Thc tp: 24 tit / hc vin 5 S LNG HC VIN: Ti thiu: 05 hc vin Ti a: 20 hc vin 6 S LNG GIO VIN: L thuyt: 01 gio vin/ 01 mn hc Thc hnh: 01 gio vin / 05 hc vin

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 31

NGHIP V PHC V HNH KHCH F/C QUC T1 MC TIU KHA HC: Sau kha hc, hc vin c kh nng lm th tc hng khng quy F, C quc t. 2 I TNG THAM D: Th tc vin c t nht 06 thng kinh nghim lm vic ti i phc v hnh khch quc t. 3 NI DUNG MN HC: Stt 3.1 Chi tit Qui trnh phc v: - Gii thiu - Nhn bit khch C, VIP, CIP, FQTV - Phc v khch hng thng gia - Phc v khch VIP, CIP, FQTV - Chng trnh khch hng thng xuyn cc hng: + Cc bc lu khi chp nhn th khch hng thng xuyn + Cc loi th dnh cho khch hng thng xuyn - Qui trnh chuyn i hng gh - Cc hnh thc lin danh gia cc hng hng khng vi VN, s lng ch c trao i - Cng tc kt s Quan h khch hng nng cao: - Thnh phn trong mi quan h khch hng - Khch hng bn trong v bn ngoi - Nhn vin cung cp dch v gii - Phn loi v c im dch v - Qu trnh quyt nh mua dch v - Xy dng mi quan h khch hng - Tm hiu cc nhm c tnh khch hng - Phong tc tp qun cc nn vn ha khc nhau - K nng giao tip - Bi tp tnh hung Thi lng (01 tit = 45 pht) 16t

3.2

16t

Vietnam Airlines

TIAGS3.4

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 32

Thc tp: - Quan st chuyn bay thc t - Chun b trc chuyn bay - Lm th tc ti quy

24t

Ghi ch: - Ni dung hc chuyn mn s c tch ring i vi nhn vin PVHKQT1 & QT2 do 2 gio vin hng dn - Ni dung Quan h khch hng: hc chung 4 THI LNG: L thuyt: 32 tit Thc tp: 24 tit / hc vin 5 S LNG HC VIN: Ti thiu: 07 hc vin Ti a: 20 hc vin 6 S LNG GIO VIN: L thuyt: 01 gio vin/ 01 mn hc Thc hnh: 01 gio vin / 05 hc vin

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 33

DCS CHECK-IN1 MC TIU KHA HC: Sau kha hc, hc vin c th lm th tc hng khng (check-in) trn h thng SDCS. 2 I TNG THAM D: Nhn vin phc v hnh khch. 3 NI DUNG MN HC: Stt 3.1 Chi tit L thuyt Check-in SDCS : 1. Gii thiu h thng SDCS 2. Cc cu lnh hin th v cch c thng tin 3. Cu lnh trong cng tc chun b trc chuyn bay 4. Lm th tc trn mn hnh Expert Mode 5. Lm th tc trn mn hnh Form Mode 6. Cp nht thng tin cho khch sau khi CKI 7. Chuyn i khch sang chuyn bay hoc im n khc 8. Chuyn i hng gh Cc cu lnh s dng trong boarding Hng dn cch s dng my in th ln my bay, my in th hnh l v cch s dng th hnh l DCS Thc hnh thao tc cu lnh trn h thng Bi tp tng qut v cc tnh hung bt thng Kim tra Lm th tc lin chng ( TCI v ITCI ) Tng cng Thi lng (01 tit = 45 pht) 23

3.2 3.3 3.4 3.5 3.6 3.7 3.8

02 01 14 12 04 04 60

4 S LNG HC VIN: Ti thiu: 04 hc vin

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 34

Ti a: 12 hc vin 5 S LNG GIO VIN: L thuyt: Di 7 hc vin: 1 gio vin; T 7 hc vin tr ln: 2 gio vin Thc hnh: Theo 4.11 - Nghip v phc v hnh khch quc ni giai an 3 Di 7 hc vin: 1 gio vin; T 7 hc vin tr ln: 2 gio vin

DCS SUPERVISOR1. MC TIU KHA HC: Sau kha hc, hc vin c th: -Kim sot qu trnh lm th tc chuyn bay trn h thng DCS Check-in. -X l cc tnh hung pht sinh trong qu trnh lm th tc chuyn bay trn h thng DCS. 2. I TNG THAM D: Cn b cc cp i, ca, kp i tng pht trin cn b thuc cc i PVHK 3. NI DUNG MN HC: Stt 3.1 Chi tit L thuyt DCS Supervisor: 1. Hin th danh sch hnh khch ca chuyn bay 2. Hin th d liu chuyn bay theo lch 3. Kim sot chuyn bay trn SDD 4. Ghi ch chuyn bay, im n 5. Thay i thng tin v gi, ca khi hnh, l do tr chuyn, bi u my bay, 6. Ci t m trn SE + gi ch khch transit i vi h thng khng kt ni 7. Kim sot vic m Go-show ca chuyn bay 8. Xa b vic gi ch 9. Hnh l qu cc, hnh l khng theo khch 10. Khch s ch 11.Cc bc kt s 12.Tm ngng lm th tc 13. Thay i my bay 14. Chuyn i hnh khch 15. Cc cu bo li ca h thng 16. D liu cc cu lnh thc hin ca chuyn bay 17. in ca chuyn bay Thc hnh cu lnh Bi tp tng qut v x l mt s tnh hung bt thng Nghip v cn b trc PVHK Thi lng (01 tit = 45 pht) 12

3.2 3.3 3.4

12 20 08

Vietnam Airlines

TIAGS3.5 3.6 Kim tra Tng cng

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 35

04 56

4. THI LNG: L thuyt: 56 tit Thc tp: 05 ngy/ hc vin 5. S LNG HC VIN: Ti thiu: 04 hc vin Ti a: 12 hc vin 6. S LNG GIO VIN: L thuyt: Thc hnh: Di 7 hc vin: 1 gio vin; t 7 hc vin tr ln: 2 gio vin 5 hc vin / 1 gio vin / 1 n v

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 36

PHC V HNH L BT THNG C BN1. MC TIU KHA HC: Sau kha hc, hc vin c th thc hin cc nghip v phc v hnh l bt thng v tm kim hnh l tht lc c bn. 2. I TNG THAM D: Nhn vin cc i thuc Phng Phc v hnh khch lun chuyn cng vic sang i Tm kim hnh l tht lc. 3. NI DUNG MN HC: Stt 3.1 3.2 3.3 Chi tit Chc nng nhim v ca b phn Tm kim hnh l tht lc. Vai tr ca nhn vin lm vic ti b phn Tm kim hnh l tht lc Hnh l bt thng a. Khi nim hnh l bt thng b. Hng x l hnh l bt thng c. Cch s dng th hnh l pht chuyn nhanh (RUSH tag) d. Bin bn hnh l bt thng (Property Irregularity Report) in vn a. Gii thiu cc loi in vn b. Cc t vit tt trong in vn Bi tp Hip c Warsaw v iu kin khiu ni v hnh l Qui nh gii quyt khiu ni, bi thng i vi hnh khch, hnh l, hng ho, bu kin ca Hng khng Vit nam Qui nh phc v hnh l bt thng ca Hng khng Vit nam Qui trnh phc v hnh l bt thng ti sn bay tn Thi lng (1tit = 45 pht) 01 01 06

3.4 3.5 3.6 3.7 3.8 3.9

04 04 02 01 01 03

Vietnam Airlines

TIAGS3.10 3.11

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 37

Sn Nht v hng dn nghip v nhn vin giao tip Kim tra Tng cng

01 24

4. THI LNG: 24 tit - 3 ngy 5. S LNG HC VIN: Ti thiu: Ti a: 6 hc vin 12 hc vin 01

6. S LNG GIO VIN:

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 38

WORLDTRACER-TRACING1. MC TIU KHA HC: Trang b cc kin thc v h thng tm kim hnh l tht lc ton cu Worldtracer. Thc hnh x l cc in vn trn h thng.

2. I TNG THAM D: Nhn vin cc i thuc Phng Phc v Hnh khch lun chuyn cng vic sang i Tm kim hnh l tht lc hc kha Phc v hnh l bt thng c bn. 3. NI DUNG MN HC: 3.1 L thuyt: 40 tit 5 ngy Stt 1 2 3 4 5 6 7 8 9 10 Chi tit Gii thiu v h thng WORLDTRACER Thc hnh cc cu lnh to, sa v hin th h s hnh l tha OHD v lnh FWD. Thc hnh cc cu lnh to, sa v hin th h s hnh l tht lc AHL, hnh l rch v DMG, hnh l mt mt v hao ht trng lng PIL. Cc hot ng trong Action File v thc hnh cc cu lnh x l trong Action File Tin trnh kt hp gia h s hnh l AHL vi h s OHD v vi cc h s khc. X l khi cc h s trn kt hp tt. Cc cu lnh s dng cho dch v BDS Cc cu lnh v hnh l qun ca khch Mt s cu lnh b sung khc v bo co nghip v sn bay. Kim tra Thi lng (1tit = 45 pht) 02 04 08 06 06 04 02 02 04 02

3.2 Thc hnh: 40 tit 5 ngy. Stt Chi tit Thi lng (1 tit = 45 pht)

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 39

1. Ngy1: Kim sot th hnh l ti ga n quc ni 2. Ngy 2: - Ly in v c in vn trn SITA, Action files - Lp PIR, gi in vn tm kim 3. Ngy 3: - Lp PIR, gi in vn tm kim - X l hnh l tha - X l hnh l xch tay tht lc - X l tnh hung 4. Ngy 4: - Lp PIR, gi in vn tm kim - X l hnh l tha - X l hnh l xch tay tht lc - X l tnh hung 5. Ngy 5: - Lp PIR, gi in vn tm kim - Quan st qui trnh x l h s hnh l bt thng ti vn phng Tm kim hnh l tht lc 4. THI LNG: 80 tit 10 ngy 5. S LNG HC VIN: Ti thiu: Ti a: 6 hc vin 12 hc vin

08 08 08

08

08

6. S LNG GIO VIN: L thuyt: Thc hnh: 01 - 02 gio vin 01 gio vin/ 05 hc vin

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 40

PHC V HNH L BT THNG NNG CAO1 MC TIU KHA HC: Kt thc kha hc, hc vin c kh nng x l hnh l bt thng ca cc hng hng khng ang khai thc ti sn bay Tn Sn Nht. 2 I TNG THAM D: Nhn vin giao tip thuc i Tm kim hnh l tht lc Phng Phc v hnh khch. 3 NI DUNG MN HC: 3.1 L thuyt: 16 tit 2 ngy Stt 1 . 2. 3. 4. 5. 6. 7. Worldtracer X l h s AHL X l hnh l bt thng chuyn bay i n X l in vn SITA, Action files X l tnh hung Bi tp Kim tra Chi tit Thi lng (1tit = 45 pht) 04 04 02 02 02 01 01

3.2 Thc hnh: 24 tit 3 ngy Stt 1 Chi tit Ngy 1: - X l h s AHL - Day 1 v Day 4 - X l in vn SITA, Action files - X l tnh hung Ngy 2: - X l h s AHL - Day 2 v Day 3 - Thc hin gi hnh l pht chuyn nhanh - X l tnh hung Thi lng (1 tit = 45 pht) 08

2

08

Vietnam Airlines

TIAGS3

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 41

Ngy 3: - X l h s AHL - Day 5, Day 10, Day 21 - X l hnh l bt thng chuyn bay i - n - X l tnh hung

08

4 THI LNG: 40 tit 5 S LNG HC VIN: Ti thiu: Ti a : 6 hc vin 12 hc vin

6 S LNG GIO VIN: L thuyt: Thc hnh: 1 gio vin 1 gio vin / 02 hc vin

Vietnam Airlines

TIAGS

CHNG TRNH O TO

M s: L1/BGO/32 Ln pht hnh : Ngy: / /2006 Trang : 01- 42

TING ANH DNH CHO NHN VIN TM KIM HNH L THT LC1. MC TIU KHA HC: Sau kha hc, hc vin c th giao tip lu lot bng ting Anh trong cc tnh hung ti ni lm vic. 2. I TNG THAM D: Nhn vin cc i thuc Phng Phc v Hnh khch lun chuyn cng vic sang i Tm kim hnh l tht lc hc kha Phc v hnh l bt thng c bn v WorldTracer. 3. NI DUNG MN HC: Stt 1 2 3 4 5 Chi tit n phn pht m n phn ng iu Nhn cu Cc cu mu trong giao tip ti quy tm kim hnh l tht lc Mt s tnh hung ti quy tm kim hnh l tht lc: 1. Hnh l tht lc 2. Hnh l rch v 3. Hnh l mt mt, hao ht trng lng 4. Hnh l xch tay b tht lc hoc b b qun trn my bay Thi lng (1tit = 45 pht) 02 02 02 04 06

4. THI LNG: 16 tit 2 ngy 5. S LNG HC VIN: Ti thiu: Ti a: 6 hc vin 12 hc vin

6. S LNG GIO VIN: 01