Guidebook for Conducting Airport User Surveys (2009)

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D-1 A P P E N D I X D Sample Training Agenda

D-2 Guidebook for Conducting Airport User Surveys NAME OF SURVEY SPONSOR NAME OF AIRPORT 20XX AIR PASSENGER SURVEY INTERVIEWER TRAINING SESSION AGENDA FOR DAY ONE 9:00 Introductions Welcome Purpose of Survey Role and Importance of Field Staff Team Hierarchy, Where to Go with Questions Time Frame Schedules and Compensation Incentive Structure Airport Terminology 9:15 Tour of Airport 10:15 Break 10:30 Expectations and Standards Behavior On and Off the Job Interactions with Passengers What to Do if You Get Asked for Information

Sample Training Agenda D-3 Pacing • Move Quickly to Next Person – Be on the Move • Use a Positive Assumption • Use Positive Body Language • Smile Quality of Work – The Importance of Completeness and Accuracy Attire and Grooming Challenging Situations Communications, Staying in Touch and How to Get Help 12:00 Lunch 1:00 Review of Key Interviewing Practices and Procedures Confidentiality Basic Rules: Dos and Don’ts Responses to Resisters and Questioners Handling Open-Ended Questions Handling “Other” 2:00 Sample Selection What Is a Sample? Importance of How People Are Selected Survey Sample and Shadow Sample How to Read the Schedule Selecting the Next Person at Security Screening Start Point and Counting in Boarding Areas What to Do When There Are No Passengers There What to Do When Time Is Over 2:45 Break 3:00 Questionnaire Review Structure Questions Key Considerations 4:00 Use of Handheld Devices Why Are We Doing This? Checking In and Checking Out Turning On and Off Moving from One Question to the Next Recording Answers

D-4 Guidebook for Conducting Airport User Surveys Moving from One Complete to the Next PDA Tricks • Tap Lightly • Ask as You Enter • Use a Mid-Sentence Tap

Sample Training Agenda D-5 NAME OF SURVEY SPONSOR NAME OF AIRPORT 20XX AIR PASSENGER SURVEY INTERVIEWER TRAINING SESSION AGENDA FOR DAY TWO 9:00 Review of Key Points from Day One 9:45 Review of Concepts that Appear to Have Been Unclear 10:15 Break 10:30 Questions: Be Armed for Success 11:00 Practice: Interview Each Other 12:00 Lunch 1:00 Continue Practice 2:00 Practice in Terminals with Supervisors 4:00 Debriefing and Reminders 5:00 Training Concludes