We showed managers at one of the world’s biggest airlines how to effectively manage conversations about change.

About Air France KLM

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Air France KLM are one of the world’s largest and best known airlines.

Formed in 2004 by a merger between the national flag carriers of France and Netherlands, they fly to over 200 destinations and employ nearly 100,000 people.

The challenge

Changing market conditions meant that Air France KLM were entering into a period of significant change.

The business recognised that this can be a nervous time for everyone, so they wanted to be sure their managers were fully equipped to engage with employees about the change process in a productive way.

It was essential they maintained productivity and quality of service and that their people were fully supported.

How we helped

We designed and delivered workshops for Air France KLM’s UK staff that helped them understand how change affected people and how change conversations can be effectively managed.

We examined the emotional and behavioural reactions that people have to change, preparing the managers to deal with them in a productive way.

We explored two very different types of conversational techniques, the coaching conversation and the line manager conversation. We helped the participants understand the difference between the two, when each was appropriate, and how to transition between the different conversation types.

There were lots of role plays covering many different types of conversations requiring different approaches. Part of the learning for participants was how to differentiate and move between the two.

Results

Air France KLM found the sessions both invaluable and highly enjoyable.

“I have a team member who needs additional support to succeed and the course has already given me a different approach to dealing with him.”

Gayle Hill, Finance Manager

“Very enjoyable session giving food for thought & very useful practice exercises”

Danielle Huttler, Payroll Project Manager

“A highly engaging and motivating facilitator and an excellent learning opportunity – highly appreciated.”

Vicky Frith, Corporate Sales Manager