Cathay Pacific – staying prepared

Cathay Pacific asked us to prepare an e-learning programme to support its crisis support strategy. Our multimedia courses prepare employees and volunteers to act in the event of an emergency.

The brief

Hong Kong airline Cathay Pacific has an enviable track record asone of the world’s safest airlines. But like all airlines, it must plan for the worst and the devastating loss of an aircraft is a crisis for which each operator must be prepared.

The challenges

Employees and volunteers are trained to provide assistance to passengers and relatives in the event of a major incident. Bray Leino BroadSkill was asked to develop an e-Learning solution to provide annual support to this crisis support programme.

The solution

We developed a crisis support multimedia induction programme. It included two courses. The first covered the practical help that volunteers can provide and reactions to expect in passengers and relatives. The second used 3D animation and 360 degree tours to familiarise users with the vast airport complex.

The execution

Interactive exercises and drama sequences using video and audio provided high impact training for volunteers in certain interpersonal skills that would not be in everyday use. Both the courses were built to AICC standards to run within Cathay Pacific's internal Net Dimensions LMS. Running through the LMS enabled the crisis support team to track which employees had completed the training and which employees would be suitable for further development in this area.

The verdict

Employees were able to learn and practice specific routes and procedures that would be used in a crisis situation. Overall the two courses have proven to be essential tools for the induction of new employees and an annual refresher training programme for all employees.

• Cathay Pacific is based at Hong Kong International Airport.
• One important aspect for the course to take into account were cultural issues.
• Spiritual symbols, colours and cultural differences are important to volunteers and customers.
• Our previous projects for this client include an interactive career development package.