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Our Trainer

Emma O'Connor

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



Emma is a native of Ireland, with over ten 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. While working at the airline, she completed a Diploma in Human Resource Management from the University of Leicester in 2003. Using this experience, in 2008 she joined the Training Section of Emirates, 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’, and uses her multicultural experiences 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 both their personal life, and their performance back in the workplace.

Emma joined Spearhead as a Senior Management Associate in 2015.

Her key areas of expertise include:

City & Guilds – ILM Courses
دورات معتمدة من قبل معهد القيادة والإدارة

Management & Leadership Training Courses
القيادة والإدارة

HR Management & Training
إدارة الموارد البشرية والتدريب

Customer Service Training Courses
خدمة العملاء

Sales & Marketing Training Courses
المبيعات والتسويق

Personal Development Training Courses
التطوير الشخصي

Business Writing Training Courses
الكتابة للأعمال

Additional Courses (In-Company Only)
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