Worldwide Flight Services (WFS), one of the world’s leading ground handling organizations, providing cargo, passenger, ramp, baggage and technical services across 179 locations in more than 22 countries; required the development of a comprehensive eLearning program to prepare airport ground handling teams to effectively perform cargo security screenings. Through audience analysis and independent research, WFS identified employee’s sense of purpose and pride as a key factor in their overall performance. As such, engaging the audience and facilitating an understanding of job value and impact became an essential priority for the training. In addition, due to the sensitive nature of the learning content (i.e cargo screening for explosives or dangerous devices), the training was also required to fit within strict legal parameters.
This unique combination of requirements presented ICS with several training challenges:
1Meet rigid industry compliance standards required by law.
2Within these compliancy parameters, design a course that engages the learners and changes core attitudes and behaviors on job function and purpose.
3Learning must be accessible and impactful across a culturally diverse audience
To satisfy the project requirements, ICS employed a combination of approaches that ensured the inclusion of all essential content required by law, while taking creative liberty to enhance engagement and develop a broader comprehension of purpose and job value through principles of gamification and storytelling. Each section was carefully scripted in collaboration with subject matter experts to train employees on fundamental tasks and function, while participants were then challenged to apply their newly acquired knowledge to diffuse hypothetical dangerous situations in airports across the world.