Saudia Cargo

The Training Department at Saudi Arabian Cargo (SACC) organized a practical course titled "Communication and Interpersonal Skills," presented by Dr. Khaled Al-Kathiri, for a group of employees from the cargo, handling, customs clearance, and operations departments. The course was specifically designed to meet the demands of the air cargo work environment, where speed, accuracy, and coordination among multiple teams are essential to ensure smooth operations and the safety of shipments. The course was characterized by its interactive and practical approach, resulting in tangible positive outcomes in the communication and teamwork skills of the participants. Dr. Al-Kathiri's "Communication and Interpersonal Skills" course provided a successful and impactful training experience for SACC employees, combining reliable content, practical scenarios, and modern training tools. The course demonstrated a clear ability to improve communication quality and foster a more integrated and efficient work environment, with practical follow-up suggestions to solidify the training gains and measure their impact on operational performance.

Course Objectives
-To enhance verbal and nonverbal communication skills among -colleagues within a busy and integrated operational environment.
-To develop active listening skills, clear message delivery, and the ability to manage sensitive situations within work teams.
-To improve interdepartmental collaboration and reduce errors resulting from communication breakdowns.
-To equip participants with practical tools for conflict resolution and building effective and sustainable professional relationships.

Course Curriculum and Content
-Introduction to the fundamentals of effective communication in an air cargo environment: essential message elements, formal and informal communication channels, and professional ethics.

-Active listening and comprehension check techniques: paraphrasing, open-ended questions, and the use of action log summaries.

-Nonverbal communication in operational settings: body language, hand signals, distance management, and safety when handling cargo.

-Managing time pressures and errors: how to deliver corrective feedback without creating tension or disrupting operations.

- Conflict resolution and team building: simple mediation techniques, the direct supervisor's role in de-escalating conflicts, and fostering a culture of mutual support.

- Job-Related Practical Exercises: Simulating technical scenarios (e.g., exchanging incomplete information about a hazardous shipment) and workflow exercises between handling, clearance, and operations.

Implementation Methods and Activities
- Short Interactive Sessions: A focused theoretical presentation followed by practical discussions related to real-world work scenarios presented by management or participants.

-Group Workshops: Dividing participants into multidisciplinary teams to design communication scenarios and practical solutions to real-world challenges in the cargo yard.

-Role-Play Exercises: Simulating scenarios between a yard operator, a cargo supervisor, and a clearance clerk; communication styles and immediate corrective action techniques were evaluated.

-Short Educational Videos and Case Studies: Presenting illustrative clips of successful communication cases and others containing errors for analysis and learning.

-Technological Support Tools: Using instant voting platforms and short surveys to measure understanding, and digital whiteboards to gather ideas and plans.

Distributing Concise Printable Guides: A series of do's and don'ts and scripted phrases to standardize reporting and delivery methods across departments.

Interaction and Participation Level
- High attendance from various departments with active participation in discussions and workshops.

- Intensive practical interaction during role-playing exercises where participants presented real-life scenarios from their work locations, enhancing the realism of the application.

- Immediate and specific feedback from the trainer after each exercise with tips immediately applicable to the workday.

- Strong response to on-the-spot surveys; most participants demonstrated increased confidence in their ability to communicate information accurately and reduce errors.

Results and Outcomes
-A significant improvement in the clarity of messages sent between the shipping, clearance, and operations teams—evident in reduced correction time and fewer follow-up messages.

-Practical documentary tools adopted by management for immediate reference (standardized reporting phrases, quick checklists for shipment delivery).

-Conflict resolution scenarios documented as an internal training package for training new supervisors.
Increased employee awareness of the importance of nonverbal communication and safety signals when handling yards and containers. Interaction between teams increased after the workshop, with initial indications of a decrease in operational errors related to poor communication (measuring the quantity and rate of errors over 3 months is recommended to track the quantifiable impact).

Participant Evaluation and Feedback
-Final evaluations showed that participants considered the workshop "practical, applicable, and with a direct impact on work performance."

-Participants particularly praised the trainer's clarity, use of local examples, and the speed with which practical solutions were provided.

-Requests were made for more advanced workshops on "Emergency Communication" and "Building Day-to-Day Team Leadership."

Recommendations for Implementation and Follow-up
-Include the workshop summaries (Key Phrases & Checklists) in the starter kit for every new employee in the operational departments.

Hold short (30-minute) review sessions monthly or bi-weekly to reinforce the acquired practices and discuss new real-world cases.

Measure relevant performance indicators (problem resolution time, number of follow-up messages, operational error rates) before and after 3 months to assess the impact.
Train a group of "Communication Ambassadors" within each department to serve as internal points of contact for disseminating best practices and intervening quickly in communication issues. Integrate the role-playing scenarios implemented in the course into regular safety exercises and field training.