Louella Walker

Senior Management Associate, Spearhead Training, UAE

Louella is a Training & Performance Development professional with solid 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 commenced her career in the area of Customer Care & Service Delivery with Pan American World Airways. During her 6 year tenure with the airline, she was selected for two special assignments. As an instructor at the Pan Am Flight Academy in 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 highly successful Service Delivery & Customer Care programme, including an induction for new joiners and an innovative graduation ceremony for new crew. Her planning and organizing skills and her commitment to results was rewarded with a move into a performance development function as Cabin Crew Manager. In this role, her leadership and interpersonal skills were put to 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 been a lead assessor for assessment centres that have been used as a tool for selection.

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 built her learning portfolio to include a Supervisory Management Diploma from the UK based NEBSM institute, Train the Trainer Certification from UK 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 1V in Training & Assessment at the Workplace.

Louella joined Spearhead Training in 2007. Her major areas of interest are Customer Service Training, Customer Relationship Management, Interpersonal Skills and Supervisory Management.

Spearhead courses that Louella is able to deliver include:

Management & Leadership
> Supervisory Management Skills - For First / Second Level Supervisors
> Creative Problem Solving & Decision Making
> Planning and Organizing Skills
> Team Building & Effective Leadership Skills
> Coaching & Mentoring Skills
> Counselling Skills
> Driving Performance - Core Competencies
> How To COnduct Effective Meetings

HR Management Training Skills
> Interviewing Skills for Recruitment and Selection
> Train the Trainer

Customer Service
> Customer Focused Management
> Telephone Skills & Customer Care
> Etiquette for Excellent Customer Service
> Improve your Telephone Skills – “How to Win and Keep Customers’

Personal Development
> Be a Better Listener – Active Listening Skills
> Developing Effective Interpersonal & Communication Skills
> Brilliant Body Language!
> Dealing With Difficult People - Assertiveness Skills
> Stress Management
> Self & Time Management

Exclusive In-Company Programmes Louella can conduct are:
> Successful Cross-Cultural Management
> Conducting Effective Appraisals
> Creating an Effective Job Evaluation System - An Introductory Workshop

Course Directory

Consultancy Services

Spearhead Training

"Excellent course! Great instructor."
Developing Effective Interpersonal Skills -
Oil / Petroleum Industry