Louella Walker

B.A.
Senior Management Associate, Spearhead Training, U.A.E.

Louella is a Training & Performance Development professional with extensive experience built in the Aviation industry. She has been based in Dubai since 1991, where a large part of her career development was spent in a training role with Emirates Airlines.

Prior to 1991, having taken a degree in Psychology & Sociology, Louella began her career in the area of Customer Care & Service Delivery with Pan American World Airways. During her six year tenure with the airline, she was selected for two special assignments. As an instructor at the Pan Am Flight Academy, Miami, she gained experience in training a multicultural work force and served as a mentor to individuals in a ‘Self Paced’ learning programme. In her second assignment, she worked alongside a team to ensure the smooth set up of Pan Am’s operations in Nairobi, Kenya. This assignment helped to hone her skills in people and project management.

From 1991-2005, Louella worked with Emirates Airlines, where she was entrusted with varied responsibilities, and gained internal promotions. As a Training Superintendent, she was actively involved in the expansion and upgrade of the Emirates Cabin Crew Training facilities. Her innovation and programme design skills helped in the development of a very successful Service Delivery & Customer Care programme, including an induction for new recruits and an innovative graduation ceremony for new crew. Her planning and organizing skills, and her commitment to results, were rewarded with a move into a performance development function as Cabin Crew Manager. In this role, her leadership and interpersonal skills were put to full effect in various projects, including training and development in performance appraisals, internal customer relations and skills specialisation. Louella has also been involved in recruitment and selection of personnel and has been a lead assessor for assessment centres that have been used as a selection tool.

Since 2006, Louella has undertaken various assignments as a consultant, delivering specialised hospitality solutions, as well as developing other programmes, such as Business Etiquette and Professional Grooming.

Louella’s quest for knowledge and continued personal development has included a Supervisory Management Diploma from the U.K. - based NEBSM institute, Train the Trainer Certification from the U.K. - based Mandevco organization, the Kepner Tregoe Certificate in Decision Making, Critical Incident & Stress Management Certificate, IATA Marketing Certificate, and a Safety Audit Certification. She is currently studying to attain the Australian Certificate IV in Training & Assessment at the workplace.

Louella joined Spearhead Training in 2007. Her major areas of interest include Interpersonal & Communication Skills, Customer Service Training, Customer Relationship Management, Cross-Cultural Management, Personal Development, and Supervisory Management.

Louella is able to deliver the following courses for Spearhead:

Management & Leadership
> Coaching For Optimum Performance
> Driving Performance - Key Competencies
> Counselling Skills
> Creative Problem Solving & Decision Making
> How To Conduct Effective Meetings
> Planning & Organizing Skills
> Supervisory Management Skills - For 1st / 2nd Level Supervisors
> Leading High Performance Teams

HR Management & Training
> Interviewing Skills - For Recruitment & Selection
> Train The Trainer - Group Training Techniques

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

Administrative Skills
> Office Management
> Professional Secretarial & Administration Skills
> The Perfect PA - For PA’s & Executive Secretaries

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

Personal Development
> Brilliant Body Language!
> Be A Better Listener - Active Listening Skills
> Assertiveness Skills (& Dealing With Difficult Situations)
> Developing Effective Interpersonal & Communication Skills
> Stress Management
> Self & Time Management
> Understanding Emotional Intelligence

Additional Courses:
> Successful Cross-Cultural Management
> Conducting Effective Appraisals
> Creating an Effective Job Evaluation System - An Introductory Workshop