Emma O'Connor
Emma O'Connor

Emma O'Connor

MSc in Human Resource Management and Training
Senior Management Associate, Spearhead Training, UAE

Emma is a native of Ireland, with over eight years’ experience in the field of Learning and Development, including nearly seven years as a Leadership Training Specialist with Emirates Airline.

Emma moved to Dubai in 1997 when she joined Emirates Airline. She completed a Diploma in Human Resource Management from the University of Leicester in 2003, and gained rapid promotion within Emirates. In 2008 she joined the Training Section, initially as a part-time trainer, and later as a full time Leadership Training Specialist. This role involved the design and delivery of Leadership and Management training programmes for Service Team Leaders within a culturally diverse, customer service driven environment. The programmes she delivered included management trainee courses, workshops, and leadership courses. The key topics covered included: coaching, effective feedback, cultural awareness, performance management, motivation, conflict management & mediation, situational leadership, and how to deliver exceptional customer service.

Emma was also involved in conducting Training Needs Analysis. This included liaising with key stakeholders in the airline to review existing programmes, and identify future requirements and strategic initiatives. She was also responsible for setting behavioural criteria, and creating learning objectives for key programmes. In this role, she designed course material, including lesson plans, activities, workbooks, questionnaires, and practical evaluation processes.

Having realised her passion lay in Training and Development, Emma undertook an MSc in Human Resource Management and Training from the University of Leicester in 2008. Her Masters dissertation focused on researching ‘the influence of culture on motivation within a multicultural workplace’.

In 2014, Emma left Emirates to take up a post as Assistant Director of Learning and Development for a leading five star hotel in Dubai, located in the iconic Burj Khalifa building. Her role was to develop the Learning and Development strategy of the hotel and its two sister properties, by enhancing their already well established ‘customer centric’ service philosophy. In this role, Emma was responsible for the Learning and Development function, focusing on the design and delivery of high impact training courses, with a key emphasis on Leadership and Customer Service.

Emma is committed to life-long learning and self-development. She is a certified MBTI (Myers Briggs Type Indicator) practitioner and a qualified Emotional Intelligence facilitator. She is also certified in instructional design, and training evaluation.

Emma is committed to ‘bringing learning to life in the training room’. She uses her experience and multicultural exposure to readily connect with a diverse range of delegates. She is passionate about making a difference through training and development, and always brings energy and enthusiasm into the training environment. She is dedicated to enabling people to maximise their potential, so they leave her training with new perspectives and skills that will enhance their performance in the workplace.

Emma joined Spearhead as a Senior Management Associate in 2015.

Her key areas of expertise include:

Management & Leadership
>Supervisory Management Skills - For 1st / 2nd Level Supervisors
>Leading High Performance Teams
>Developing Management Skills
>Strategic Thinking & Planning
>Managing Organizational Change
>Creative Problem Solving & Decision Making
>The Fundamentals Of Project Management
>Coaching For Optimum Performance
>Planning & Organizing Skills

HR Management &Training
>Human Resource (HR) Management Skills
>Interviewing Skills - For Recruitment & Selection
>Train The Trainer - Group Training Techniques
>Writing Effective Job Descriptions & Person Specifications
>Writing Effective Policies & Procedures
>Conducting Effective Appraisals

Customer Service
>Customer Relationship Management
>Etiquette For Excellent Customer Service
>Improve Your Telephone Skills - ‘How To Win & Keep Customers’
>Customer Care & Telephone Skills

Sales & Marketing
>Negotiation Skills
>Advanced Negotiation Skills
>Presentation Skills - Making A Powerful Impact On Any Audience
>Advanced Presentation Skills

Personal Development
>Self & Time Management
>Stress Management
>Developing Effective Interpersonal & Communication Skills
>Assertiveness Skills (& Dealing With Difficult Situations)
>Understanding Emotional Intelligence
>Cross-Cultural Business Etiquette Workshop

Business Writing Courses
>Writing For Business - Module 1
>Writing For Business - Module 2
>Effective Business Report Writing - How To Structure A Report For Maximum Effect
>Taking Minutes Of Meetings

Additional Courses (In-Company Only)
>Service Standard And Etiquette

Last Updated: 24/10/2016

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