The Consultant – Training will own and execute the end-to-end
Counselling and supportive training intervention for cabin crew, including diagnosis, counselling, structured interventions, documentation, and closure. The role requires high maturity, judgement, and audit-safe written communication, and acts as the single point of accountability for
Counselling and supportive training intervention cases.
Key Responsibilities
- Own Counselling and supportive training intervention cases from referral to closure
- Review incident inputs, customer complaints, supervisor notes, and performance indicators
- Conduct structured one-to-one counselling discussions
- Assess trainee readiness, intent, accountability, and learning orientation
- Decide suitability for closure, monitoring, or further intervention
Counselling And Behavioural Diagnosis
- Conduct professional, non-judgmental counselling conversations
- Identify behavioural patterns, emotional triggers, and skill vs attitude gaps
- Handle defensiveness and emotional responses with maturity
- Ensure conversations remain developmental and not disciplinary
Counselling And Supportive Training Intervention Design
- Recommend customer service, communication, poise, leadership and behavioural reinforcement interventions
- Coordinate targeted coaching and refreshers as required
Closure Reports And Documentation
- Prepare audit-safe Counselling and supportive training intervention closure reports
- Document incident overview, observations, readiness statements, and recommendations
- Ensure language is neutral, evidence-based, and defensible
Stakeholder communication
- Act as primary interface with base leadership and training stakeholders
- Share clear status updates and closure recommendations
- Draft senior-appropriate, polite, and precise written communications
Governance and continuous improvement
- Identify recurring behavioural and systemic issues and recommend preventive training inputs and process improvements
Knowledge Parameters Required – Neuro Linguistic Programming (NLP)
- Rapport building
- Skills to observe subtle emotional and behavioural shifts
- Use of language patterns to minimise defensiveness
- Reframing techniques to shift conversations from blame to ownership
- Questioning to surface assumptions and thinking gaps
Key Competencies Required
- High emotional intelligence and composure
- Strong judgement, discretion, and professional maturity
- Behavioural observation and counselling capability
- Audit-safe writing and documentation skills
Experience And Background
- 7-9 years of experience in L&D, training, HRBP, or performance improvement roles
- Experience in service-intensive environments such as aviation or hospitality preferred
