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130 A p p e n d i x 4 Course materials discussed in this appendix can be downloaded at http://www.trb.org/Main/ Blurbs/175605.aspx. Training Materials Overview In support of this guidebook, two training courses have been developed. The training courses are designed to: ⢠Assist airports with developing their family assistance programs, and ⢠Prepare airport personnel to support family assistance activations. The materials are provided in Adobe Flash and HTML5 for online delivery and in PowerPoint for classroom delivery of the crisis communications overview. Airports should use the delivery method that works best for their personnel. Guidebook Overview The guidebook overview has been developed to assist the user in navigating the guidebook and developing and implementing a family assistance program. The course should take approximately 20 minutes to complete online. Crisis Communications Overview: Family and Survivor Support One of the primary concerns identified in the projectâs research with families, friends, and sur- vivors affected by air disasters is the initial interaction with airport personnel. The research found that many families and survivors were displeased with their initial interactions and noted that airport personnel should be aware of how their words and body language can be misinterpreted by an individual in crisis. The course should be considered a primer for conducting these initial interactions and should be followed with additional training for persons that will be operating in a PGA, FRC, or reunification location. The course should take approximately 30 minutes to complete online but may take longer if provided in person. Training Materials
