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Case History – Airline Cultural Diversity Class (“7 Wonders of the World”)
Continental Airlines; Houston, Texas, USA
Contact:
Deborah Tholen, Vice President, Flight Operations.
Business Type:
International Airline in USA.
Previous Training Program:
None – this program was developed to decrease workplace harassment claims throughout Continental.
Client Objective:
To train Continental’s 18,000+ employees to celebrate cultural diversity within Continental. Course objectives were to:
- Increase cooperation between employees from different cultures
- Increase understanding that all cultures have differences and similarities with each other
- Decrease number of harassment suits being filed between Continental employees
- Increase profitability by reducing lawsuits and increasing productivity at individual stations.
System Implemented:
ICAL established an ICAL Innovation Institute to train Continental employees to design courses in several key business sectors. ICAL also trained a national Continental team of trainers to deliver these initiatives.
Accomplishments:
The 2-day Cultural Diversity Course (7 Wonders of the World) was developed by ICAL and a group of Continental SME’s. The national team of local Continental trainers at each station taught the course to 18,000 Continental employees over a 12-month period. Harassment suits dropped by an average of 45% at all stations after the course was taught. The Course is still being taught today.
Satisfaction:
- 100% attendance
- Increased communication
- High ratings by participants
Knowledge:
- Increased cultural sensitivity
- Increased positive behavior
- Increased teamwork
Application:
- Decreased complaints
- Increased productivity
- Decreased law suits filed
- Increased cooperation at stations
Return on Investment:
- Increased morale
- Increased productivity
- Decreased passenger complaints
- Decreased legal awards & expenses
- Course investment: $375,000 for 18,000+ employees over 12 months
- Cost savings from decreased legal fees and settlements over previous 24 months: $900,000
- Revenues attributed to the course through workforce productivity and customer recovery: $350,000
- Return on Investment: 333% over 24 months (and the course is still delivering results 10 years later!).
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