Unit Standards by
by Course
Course
Welcome
1 Day
ComputeCompute-r (A)
2 Days
Aviation – The Inside Story
6 Days
ComputeCompute-r
3 Days
Customer
Customer Service
11 Days
Tourism – The Big Picture
7 Days
Teamwork
3 Days
Behind the Frontline
14 Days
Staying Safe
5 Days
Dangerous Goods
2 Days
International Travel Advice
4 Days
The Aviation Environment
6 Days
Aviation
Aviation Security
4 Days
Destinations
8 Days
Capstone Assessments
3 Days (incl 1 prep day)
Course Closure
1 Day
U/S
Level
Credits
N/A
N/A
N/A
24872
3
3
Unit Title
N/A
Produce documents for a workplace using a computer
Demonstrate knowledge of basic business principles
for commercial airlines
Airline research project – students begin project to compare Airlines (business models, loyalty
schemes, interlining, branding etc)
21835
3
4
18237
2
3
18226
3
3
23764
3
3
23758
3
4
18227
3
2
23769
3
3
23766
3
5
Perform calculations for a tourism workplace
Demonstrate crosscross-cultural communication for the
tourism industry
Demonstrate verbal communication skills in a wide
range of tourism contexts
Demonstrate knowledge of communication and
customer service
service theory in a tourism workplace
Demonstrate knowledge of support mechanisms for
customers with specific needs
Demonstrate knowledge of the sales function within a
tourism workplace
Demonstrate
Demonstrate knowledge of the tourism industry
Demonstrate knowledge of teamwork and its
importance within a workplace
Identify and self evaluate the demands of a specific role
23755
3
3
in a tourism workplace
workplace
16688
2
2
Identify and manage the effects of shift work
Provide customer service experiences in a tourism
23759
3
10
workplace
Demonstrate knowledge of health and safety
497
1
3
requirements
Demonstrate the legal rights
rights and responsibilities of
23768
3
5
employees and employers in a tourism workplace
Demonstrate knowledge of aviation industry law,
16818
1
1
systems and procedures
Demonstrate knowledge of dangerous goods and
21837
4
4
hazardous items in the aviation industry
Advise customers of regulatory requirements for
18282
3
4
international air travel
Demonstrate knowledge of introductory aviation
21834
2
2
terminology
Demonstrate knowledge of the principles of aircraft
20677
2
3
flight
17357
4
3
Demonstrate knowledge of Airport geography
Famil to Auckland Airport (to view airport geography, security, terrorism measures, dangerous
goods, specific needs, two way radio etc)
Demonstrate knowledge of the threat presented by
20595
3
4
terrorism
25508
3
3
Demonstrate knowledge of world travel geography
24731
2
4
Demonstrate knowledge of destination New Zealand
Famil to New Zealand Destination
Destination
24873
3
3
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
© Air New Zealand Aviation Institute
PE3822 Unit Standards – Key Points
V.1 2011
Page 1
Key Points to
to Remember
Unit Standards
Read through the list of the Unit Standards covered in this course and check them against any
Unit Standards you have previously completed. If you have RPL (Recognition of Prior Learning)
you are still required to attend every day of the course.
Hours
The main course hours are 0830 -1515, Monday to Friday. You are required to conduct selfguided study outside of these hours, including completion of a logbook to demonstrate how
learning has been applied from the course.
Attendance
You are required to attend a minimum of 90% of the course. This equates to allowing you a
maximum of 8.5 days absent over the 17 weeks.
Dress
Remember that you are training in an environment where potential employers may be present.
The dress standard is smart casual – except for casual Fridays when jeans are OK!
Industry Relevance
This course has been designed in collaboration with an Advisory Group, consisting of people
working and employing within the Aviation Industry. We value the Advisory Groups input as it
helps us prepare you for the industry. We also include industry work experience opportunities for
you during the course and schedule three performance reviews to help you make the most of your
time here.
Employment Prospects
During the course we keep you well informed on any up and coming job opportunities. We have
an instructor responsible for providing career advice and guidance during the programme to
assist you in finding and the career path that is right for you. It is important to note there are no
employment guarantees! Previous graduates are now employed with Air New Zealand, Menzies
Aviation, Emirates, Jetconnect, AIAL, Gulf Air, Virgin Atlantic and Gullivers Travel. Please be aware
that when you apply for a frontline role within the Aviation Industry, Criminal Checks will be carried
out. It is also recommended that you hold “full” drivers licence.
Student Loans / Allowances
You are able to apply for a student loan or student allowance to study the Air New Zealand
Certificate in Airline Customer Service course. Please contact Studylink or visit their website
www.studylink.govt.nz.
Course Graduation
On the final day of your course you will celebrate with an ‘End of Course Closure’ celebration and
receive an attendance certificate. Formal graduations are planned twice a year to receive your
final certificate once you have successfully completed the programme.
© Air New Zealand Aviation Institute
PE3822 Unit Standards – Key Points
V.1 2011
Page 2