11 專業精進Building Expertise 為了提升服務品質及員工專業知能，桃園國際機場公司規劃一系列企業內訓，希 望能夠在疫情漸露曙光之際，做好重開國門的準備。 以聲音為專業加值 「喵！喵！喵！」一群機場服務臺服務人員跟 著聲音訓練師雙手畫大圓、學貓叫，放鬆繃緊的頸 部肌肉，讓聲音釋放出來；除此之外，還靠著按摩 臉部肌肉、練習呼吸吐納，配合緩慢而柔軟的甩手、 轉腰等大動作，從丹田將聲音帶出來，讓這群每天 要與無數旅客對話的客服人員，重新認識自己的聲 音和肢體動作，以最優雅完美的專業姿態，回到工 作崗位執勤。 共識營腦力激盪，討論桃機未來 接著登場的是兩梯次的主管團隊共識營，以 「從現在創造未來」為主題，採「體驗活動」與「分 組討論」交錯進行，針對「第三航廈運營準備」、 「智慧機場實踐藍圖」及「公司經營願景」三項議 題，提出各部門相對應的管理目標或行動計畫。最 特別的是現場還聘請了視覺圖像記錄師，將討論轉 化成淺顯易懂的文字圖像，為兩天一夜的活動留下 最精華的記錄。 To raise the quality of service at the airport and the expertise of staff, Taoyuan International Airport Corp. (TIAC) planned a series of in-house training, anticipating a reopening of the airport to more regular operations as the severity of the pandemic gradually fades. Improve professionalism with sound "Meow! Meow! Meow!" A voice coach leads service desk staff in using both arms to make big circles and to imitate cats meowing. They relax their neck muscles so that their voices will carry farther. Then they massage their facial muscles and practice breathing deeply while slowly and loosely shaking out their hands or turning at their waists. They focus on pushing out voices from their diaphragms. These exercises help this group of service staff who talk to countless travelers every day to reacquaint themselves with their own voices and the movements of their own bodies, so that they may return to their duties with the elegance of perfect posture. Camps to brainstorm about airport's future Later, there were two camps held for management, which were based around the theme of "creating the future from the present." Through experiential activities and group discussions, they focused on three topics: "Preparing for Terminal 3 Operations," "Blueprints for Realizing a Smart Airport," and "Vision for Corporate Operations." These put forward management targets or action plans for each department to focus on. Notably, a professional graphic recorder was hired to turn the discussions into easily understood words and graphics. He left behind an essential record of the activities, which took place over two days and one night. 談。桃機Talking TTIA Raising Service Quality Passion and Profession Employee-Training Programs Build a Consensus 服務躍升 熱情與專業 員工訓練凝聚共識 ▲ 機場公司總經理但昭璧和小組成員一起討論。 TIAC CEO Dann Zhao-bi, brainstorms with one of the management camp's breakout groups. ▲ 老師指導服務臺人員發聲技巧。 A voice coach directs service desk staff in developing vocal skills. ▲ 視覺圖像記錄師記錄全場討論重點。 The graphic recorder left a visual record of the main points discussed at the meeting.
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