The airport industry has been severely impacted and transformed by the COVID-19 pandemic. While passenger numbers are returning to pre-pandemic levels, it’s hardly business as usual. From staffing shortages and resource scarcity, to talent acquisition and retention, airports worldwide are improvising their way through these unprecedented challenges, with inconsistent outcomes. As a result, people are feeling squeezed as stress levels regularly rise above pre-pandemic levels, resulting in increasingly siloed approaches to airport personnel issues.

As a result, there is a pressing need for members of the airport workforces, including middle and upper management teams, to be more competent communicators in order to break through these silos so greater unity can be had in approaching these challenging times. This Communication Master Class will initially focus on developing the specific communication skill of listening, which will allow participants to both better hear and be heard at work, and enable them to better convince and persuade their teams.