Leader Conversations
Constructive it should be, effective at its best, never to be critical, meant only to put compliance to the test; perhaps their hair is down or buttons missing on a vest, a first-time offender will often get this, but failing to document it would be remiss.
What is a uniform IVC?
It’s reflective of what "Nice Passengers Say" but is inclusive of all feedback.
What is NPS or Promoter Score?
For some more than others, this written PD can cause a little pain, for SAFA is not possible nor can Purser quals be sustained; with this conversation and formal documentation that follows, the shelf life of this PD can be difficult to swallow.
What is a Written Coaching (WC)?
Sometimes carried in a pocket, often attached to a chain, but unless it’s strapped to a carpal, wearing it is in vain.
What is a “working wrist watch”?
Like motorists must abide by roadway speed limits, so are Delta employees are expected to adhere to the roadmap of our culture, as outlined in this document.
What are our “Rules of the Road”?
Acknowledging any celebrations and recognitions due, checking on a flight attendant’s wellbeing or a simple “how are you?”, goes a long way to connect and show that you care; be it in person, by phone or even by text, nothing else will compare.
"Ice, Rain, Outages, Powerful" winds can all lead to this challenging operation.
What is an IROP?
FAs who are based far from their home, sometimes have a crashpad where they’re often not alone; some chose fly to work on the day of their trips, leaving little to no room for unexpected blips; when things go wrong and prudent planning fails, they best save their proof, lest PD prevails; for once upon a time they could count on positive space, but since this policy’s inception, it’s up to them to get to base.
Sometimes a means of gaining, likewise a means of preventing, but without one, there’s no way to secure it.
What is a “cabin access key”?
A compilation of templates for leaders to access with ease, this place is virtual, no need to kill trees; here lie no books as the name suggests, as it totally virtual leaving little room for guess.
What is the "Library of Letters"?
For FAs who get themselves in a bind – be it a lost SkyPro, a CFSM or treating a customer unkind; a wellbeing check may be in order, a conversation must ensue, a statement to keep on file, an explanation is due; this conversation should happen when no prior one exists; it’s all in a day’s work when such issues persist.
What is an FVC (Formal Verbal Coaching)?
"Graciously Saying Thanks" helps to make our valued customers feel appreciated.
What is GST or Guest Service Tool?
When a flight attendant gets sick or is not fit to fly, no note is needed for an absence in our policy to comply, but holidays including a few days before or after, are the exception to this rule as too many out could be a disaster; on 10th day or the next trip, whichever comes first, is when this documentation is due, without having to be coerced.
What is doctor's certification?
It’s something of yours that always required, however, it must be surrender when you retire; it has a face that never ages, and barring a date, nothing else ever changes.
What is a valid “crew ID”?
It houses many of our policies, procedures and what you may need to do, but unlike our PPH it’s only for leaders to review; it leads to answers to matters to support your team, it’s your go-to that can boost your self-esteem.
What is the Leader SOP?
This face-to-face conversation, scheduled to take place twice a year, is meant to track performance, compliance and/or any metrics in arrears; likewise used to check-in and offer needed support, for our goal is to keep an FA active and keep motivation from being lost.
What is a FCAN meeting?
"Having Vibrant Clout" as one of our passengers earns you madalion status as well as this title.
What is an HVC or High-Value Customer?
This "PD" automatically becomes in-active and it closes out quickly which makes it attractive; in essence the late is not excused but rather put on hold, to see if the behavior changes and the issue can be controlled; but when it's misused or used too frequently, such as when PD is warranted to improve reliability, our generosity proves to be in vain because before long being on time cannot be sustained.
What is No Action Taken?
Only 37% of the population owns one, only King Charles does not need one, but countries he reigns over may have different color ones.
What is a “valid passport”?
With the highest expectation for excellence, honesty and integrity, it is easy to crack the code to this document that outlines our guiding principles.
What is our “Code of Ethics and Business Conduct”?
An acronym with a purpose far greater than its name, ensuring communications are effective and not in vain; engaging and listening are key to assessing risks; your goal each month is 4, but why not 5 or 6; wellness, positivity and motivation promoted by design; this strategy has proven successful when our GIR is on the decline.
What is a C.A.R.E. Conversation?
This tool is intended FOR PRESERVING OUR CUSTOMER service when things don't go they way they should:
What is FPOC or First Point of Contact?
Failing to abide by the notification policy will result in this, for a callout less than 3 hours is deemed remiss; a call will be made to the FA that did not comply, but until a statement is received this code will not allow them to fly.
What is a CFSM?
It’s easy to fall below it, risky if FAA asks you show it, when it’s dead, you might as well just stow it.
What is “SkyPro charged to at least 80%”?
It comes every quarter without fail, the information laid out in great detail; no longer do you have the ability to fast forward or skip through a slide, so best to set aside time for these modules and not even try.
What are CBTs?