Swiss AviationTraining (SAT) will formally surrender its rights and entitlements as a Maintenance Training Organisation on 31 December 2016 and will transfer the management and conducting of all its technical training to Lufthansa Technical Training (LTT) with effect from 1 January 2017.

Your new contact for booking your training will now be Lufthansa Technical Training.

Thank you for the confidence and trust that you have placed in Swiss AviationTraining, and for the long-standing partnership we have enjoyed with you to date. We look forward to continuing our tried-and-trusted collaboration with you and LTT.

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Follow-up Module: Using communication tools to specific effects

Follow-up Module: Using communication tools to specific effects


  • To reflect on the goals and experiences of Module A.
  • To further develop and refine participants’ perception and communication skills.
  • To strengthen participants’ skills in dealing with customers.
  • To sensitize participants to body language and ensure that they are fully familiar with all present-day business manners and etiquette.

Module 9

General introduction (15-30 min / must-element)

  • Trainers introduce themselves.
  • Participants introduce themselves and state their expectations.
  • Communicate goals and structure of the day.
  • Explain and formulate course agreements.
  • Conduct a joint review of Module A.

Personal experiences with customers (60 min / must-element)

Identify challenging situations from participants’ own day-to-day work and use the communication tools acquired to date to try to tackle them.

Module 10

Body language and non-verbal communications (60 min / recommended)

  • Present the various components of body language and its most important signals.
  • Make the distinction between conscious and unconscious body language signals and their possible messages to recipients.

Module 11

Business manners and etiquette today (60 min - 1 day / recommended)

Present the main present-day business manners and etiquette for interacting effectively with customers from various cultural backgrounds.

Module 12

Perception and interpretation (30-60 min / recommended)

  • What factors influence our perception, how do we interpret what we have perceived, and what are our subsequent actions based on?
  • Refine participants’ perception skills via various exercises.

Causes of errors and dealing with errors within the institution (30-60 min / recommended)

  • Familiarize participants with the main causes of human misconduct.
  • What actions can help reduce the risk of this? How can we develop and maintain a learning culture, and what benefits can it provide?

Module 13

The Communication Square (The Four-Sides Model) (30-60 min / recommended)

  • Take a closer look at the interaction between the sender and the recipient of a communication (the Schulz von Thun Model).
  • Look together at the “Four Sides of a Message” and discuss these in more detail.
  • Sensitize participants to their own abilities to influence the communication process.

Module 14

Some behavioural tendencies when dealing with customers (based on Transactional Analysis) (30-60 min / recommended)

Familiarize participants with their own patterns of conduct and behaviour and how these can be adjusted to the customer’s conduct and behaviour, to develop and promote a beneficial relationship with the customer.

Understanding and appreciating our customers’ patterns of conduct and behaviour (30-60 min / recommended)

  • Expand and refine participants’ communication skills, to be able to identify difficult situations in good time and offer an appropriate response.
  • Use practical examples to develop “typical” customer behaviour and responses and analyze these.

Module 15

Further communication tools (60-90 min / recommended)

  • Choice of words: recognize positive words for positive discussions and use them, too.
  • Questioning and guidance techniques: leading customer discussions in a positive direction.
  • Dealing with objections: skilled responses and counterarguments.

Module 16

Feedback training (30-60 min / must-element)

Familiarize participants with the Rules of Feedback and practise applying these.

Module 17

Video training (60-90 min / must-element)

Use video training to present, analyze and process challenging day-to-day situations from the participants’ working world. When doing so, also take the opportunity to practise using the tools acquired to date.