Cabin Crew Training & Development

in
SriLankan Airlines

AHINSA LOKUDADALLA
BAGD/18/14/06

Supervised by Mrs. Nadera Karumarathne

 Content
1. INTRODUCTION
2. COMPANY PROFILE
3. THEORITICAL BACKGROUND
4. METHODOLOG
5. FINDINGS
6. CONCLUSION AND RECOMMENDATION
7. REFERENCES
 INTRODUCTION
About the study
This project is based on Cabin Crew training and development in SriLankan Airlines.
Airlines Cabin Crew members are the brand ambassadors who are first in line to provide service, safety,
reliability, comfort to its passengers. For that Cabin crew training and development plays a sophisticated role
in enhancing standards of the national career

Main Objective of the study

To study the Training and Development methods and techniques of Cabin Crew members in Sri Lankan
Airlines.

Specific Objectives of the study

• To Identify and study the training and development methods.
• To recognize the Safety, Security and Service training and development methods that are used in job
performance.
• To Compare and give suggestions to improve training and development concept within the organization.
 COMPANY PROFILE

SriLankan Airlines launched in 1979 December 10th as Air Ceylon . Based at Bandaranaike International Airport in Katunayake.

113 destination in 51 Countries

Airbus fleet - 24 aircraft

11- A330 12 - A320/A321 1- cargo
 Vision  Services
“To be Asia’s most customer-centric airline” • SriLankan Cargo
• SriLankan Aviation College
Mission • SriLankan Ground Handling
• MICE Tourism
“To delight our customers with a reliable and • Air Taxi
pleasant travel experience with warmth and • Serenediva Colombo Transit
hospitality, the Sri Lankan way. We strive to meet Hotel
our stakeholder expectations as a competent,
proactive and diligent organization which is • SriLankan Cares
financially viable.”
 THEORITICAL BACKGROUND
“Training and development as the process of gaining or transmitting knowledge, skills, and
abilities that are required to conduct organizational special tasks”
-Niazi -

Purposes of training and development

development
Training and

Training methods
On-the-job training methods / Off-the-job training methods
Traditional methods of training / Modern methods of training

Approaches to Employee Development

Purposes of Training and Development

 To increase employee performance.

 To evade managerial undesirability.
 To cope with the organizational challenges such as
absenteeism and labor turnovers.
 For employee placement or employee initiation.
 To train for the managerial development and promotions
 METHODOLOG
Data Collection Tools

• Primary Data
Interviews
 Manager In-flight Service (Training)/ In-flight admin officer
 semi structured questionnaire with 22 questions

• Secondary data
 Official website of SriLankan Airlines
 studying related research, articles and training documents
 FINDINGS
In-Fight Department
This department is solely involves in Cabin crew Training and Development in Sri Lankan
Airlines to maintain and provided effective delivery on board. The main person of the
department is Head of Service delivery.
Training & Development

Cabin Crew Safety & Security Training

Initial Training &
Development
Cabin Crew

Service Training & Development

Cabin Crew Safety & Security Training

Recurrent Initial
Training & Development
Service Training & Development
 Cabin Crew Safety /Security Training & Service Training & Development
Development
Sri Lankan Airlines conduct approved training
programs for all regulatory training purposes. The main focus of training is to inculcate the Sri
Lankan smile, warmth, courtesy, care and
Only Cabin Safety Instructors approved by the kindness to work proficiently on board as a
Director General of Civil Aviation (DGCA) shall Cabin Crewmember who is a “SriLankan
conduct cabin safety training. Airlines Brand Ambassador”.

The primary objective of a safety-training The aim of Inflight Service Training is to ensure
program is to motivate safe actions through Cabin Crew are familiar and up to date with the
establishment of a dynamic corporate safety standards and procedures in delivering the
culture. SriLankan Airlines brand promise.

 Initial Exam & Viva  Initial Exam & Viva

 Recurrent • SNY Flight- Viva
 SNY Flight- Viva • On-Board Assessment
 On-Board Assessment
 Cabin Crew Safety Training & Development Service Training & Development

1. Safety and Emergency Procedures 1. Meal service on board Training

( Economy class/ Business Class)

2. Aircraft Specific 2. Beverage Service on Board Training

3. Aviation Security (AVISEC) 3. Special Handling passengers Training

4. First Aid 4. Standard operating Procedure (SOP)

5. Transporting of dangerous goods by air (DGR) 5. Grooming Training

6. Crew Resource Management (CRM) 6. Duty Free Procedure Training

7. Safety management system (SMS) 7. Announcements Training

8. Familiarization Flights (SNY) 8. Business Class Training

9. Familiarization Flights (SNY)

 Safety & Emergency Procedure Service Training
Flight Duty Period and Rest Period Meal service on board Training
(FDP)
Slide Drill Beverage Service on Board
Crew Resources Management Every 12 Months As long Special Handling passengers
Security & Self Defense Responses
Dangerous Goods Regulations as Employed Standard operating Procedure
First Aid/Medical Emergencies Every 24 Months As long as Grooming
Employed Initially only
Ditching Drill Every 36 Months As long as
Fire Fighting Employed Once Promoted as Supervisor
Regulatory safety checks (On-Line) Minimum two (2) checks per year Duty Free Procedure Training
As long as Employed Announcements Training Once Trained as a Business class
Stewardess
  Business Class Training After 5 years of experience
Regulatory safety checks (On-Line) Minimum of 03 mandatory service
assessments per year
 Food &Beverage
 Special Handling Passengers
 Duty free/Flysmile
 Grooming
 RECOMMENDATION
After considering the collected data, particular suggestions can be
made for further advancement of cabin crew training and development
in SriLankan Airlines can be enhanced.

 Embedded the training to company’s culture

 Align training with management goals
 Evaluation & assessing methods
 Cost-effective programs
 Modern method of training
 Outbound training
 CONCLUSION
Onboard cabin crew members will be regarded as having the skill, experience and competencies in
maintaining a high standard of SriLankan Airlines hospitality.

So that, SriLankan Airlines cabin crew training and development is essential to increase company’s
productivity and quality assurance to its passenger as well as their employee performance, to become the
most leading Airline in Asia.

The crew members are professionally trained and thoroughly assessed and evaluated thought the career.
The training will be accomplished through instructions, exams, and performance drills.

Both employee training and employee development are essential for an organization and its employees, to
improve productivity and competences and to increase effectiveness and efficiency.

In my belief, Cabin Crew training and development can be described as a main function, which leads an
organization to the success, along with the success of its members.
 REFERENCES
• SriLankan Airlines, SAFETY AND EMERGENCY PROCEDURES MANUAL, 3rd ed,2000.
• Aguinis, H., Kraiger, K. (2009). Benefits of training and development for individuals and teams, organizations, and society. Annual review of
psychology; Volume 60.
• Amin, A. (2013). The Impact of Employees’ Training on the Job Performance in the Education Sector of Pakistan. Middle-East Journal of Scientific
Research, 17 (9): 12731278.
• Argyris, C. (1996). Organizational Learning : Theory, Method and Practice. Pearson Education (US).
• Armstrong, M. (2001). A Handbook of Human Resource Management Practice. Kogan Page; 8th Edition.

• SriLankan Airlines, (2020).Award History. Retrieved 12 February 2021, from <https://www.srilankan.com/en_uk/coporate/awards-history>

• SriLankan Airlines, (2020).Coporate Profile. Retrieved 12 February 2021, from <https://www.srilankan.com/en_uk/coporate/profile>
• SriLankan Airlines, (2020).About us. Retrieved 12 February 2021, from https://www.srilankan.com/en_uk/coporate/about-us
• Analysing the concept of Employee Development. (2019). Retrieved 2 February 2021, from
<https://www.ukessays.com/essays/management/analysing-the-concept-of-employeedevelopment-management-essay.php>
• Dhawan, S. (2019). The Systematic Approach to Training: Main Phases of the Training Cycle - PDF. 19 April 2021, from https://
docplayer.net/21535977-The-systematic-approach-to-training-main-phases-of-the-training-cycle.html  
• Kulkarni, P. (2019). A LITERATURE REVIEW ON TRAINING & DEVELOPMENT AND QUALITY OF WORK LIFE. Retrieved 19 April 2021, from
https://www.semanticscholar.org/paper/A-LITERATURE-REVIEW-ON-TRAINING-&-DEVELOPMENT-AND- Kulkarni/6acaec00613b77b95eb7eef2f44
e89bbd45ce6e3
THANK YOU!