I have my VRD in DXB scheduled for the 1st of April!
Can anyone give any ideas on the behaviours Virgin Blue identifies as being key to the role. Not sure if Virgin Atlantics have spread through to the other sister airlines...
Virgin Atlantics are as follows:
CS – CUSTOMER SERVICE
Anticipates customer needs
-Takes personal responsibility for Resolving
a broad range of customer queries/issues
to deliver ‘best’ customer service·
- Actively monitors customer satisfaction
and seeks feedback from customers to
increase performance
Responds positively to customer needs·
- Takes responsibility for Resolving basic
customer queries/issues within the
scope of his/her experience
- Maintains a ‘can do’ approach at all
times, when dealing with customers.
WWO - WORKING WITH OTHERS
Adapts approach for different individuals,
cultures and situations·
- Works effectively across cultures and
roles; is able to effectively lead and influence
diverse teams.
- Draws upon different styles and
approaches to maintain relationships and get
the best results.
Seeks out different situations, environments and opinions.
- Recognises and takes into account different cultural and individual styles.
- Demonstrates flexibility in sharing the workload.
- Talks of other team members in positive terms, directly and indirectly.
- Creates appropriate fun and energy in the workplace and retain a sense of humour.
- Demonstrates a personal style, which is informal, friendly, relaxed and approachable.
- Asks for feedback on own performance.
- Finds ways to make work and / or the work environment fun for self and others.
IS – INTERPERSONAL SKILLS
Responds constructively to stress or
pressure.
- Develops a way of dealing constructively
with pressure situations, (i.e. understands
their own emotions as the basis for better
self management).
Maintains self control
- Resists the impulse to Act immediately; takes time to think through a response, continuing
with the customer situation (even when there seems little scope for success)
- Consciously knows, manages and controls own emotions when provoked.
- Understands and manages own feelings in given situations.
- Is open to and Actively seeks feedback from colleagues, management, customers, taking
CDM – COURAGE & DECISION MAKING
Takes difficult decisions
- Makes decisions that may be unpopular,
explaining the rationale to others.
- Stands by difficult decisions even when
faced with opposition, addressing the
situation appropriately.
Embraces Challenges
- Admits to own mistakes; explains what
he/she has learned from them.
- Is confident in own ability and is decisive
when dealing with situations
Shows Self Belief
- Expresses own opinions confidently.
- Makes appropriate decisions
independently, without unnecessarily
referring to others.
PSC - PROBLEM SOLVING & CREATIVITY
Proactively takes ownership and Resolves
problems
- Steps back from a situation in order to gain
a better understanding and proactively seeks
out the best solution
- Demonstrates flexibility when dealing with
situations, even when faced with ambiguity
Uses common sense to identify problems and situations
- Demonstrates understanding of the impact of own actions on cost.
Proposes or suggests new ways of doing things which could prove more efficient and / or
effective.
- Uses own initiative to resolve day-to-day problems, where appropriate.
Uses resources cost effectively, taking care not to be wasteful.
CAI - COMMUNICATING & INFLUENCING
Tailors influencing approach
- Adapts the content, style, language and
tone of a discussion to the needs of the
individual .
- Sells own ideas by linking them to others’
values, goals or ideas
Uses logical persuasion
- Communicates clearly and confidently, Engaging with all of our Customers·
- Ensures knowledge of our products and services is up to date e.g. limo service, menu items,
wines, Revivals etc.
- Demonstrates a concern for harmony and a Friendly environment.
- Keeps fellow crew updated/informed to ensure efficient working.