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Airport staff learn how to make tourists welcome >From Indo-Asian News Service New Delhi, Feb 6 (IANS) Officials at the Indira Gandhi International Airport here are undergoing rigorous training sessions, but it has nothing to do with airport security. They are learning how to smile and be courteous to tourists and visitors. Some 40,000 officials, employees and others working at the Indira Gandhi International airport are to take lessons in best behaviour in a new programme launched jointly by the Airport Authority of India and the tourism ministry. The trainers are behavioural science experts, former officials and lecturers from premier institutes such as Harvard University of the U.S. But at the heart of this training is a very traditional Indian sentiment - the guest is god. "There have been several instances in the past of visitors, especially foreigners, being harassed on arrival," airport director P.S. Nair told IANS. "The staff has to change their attitude and get over this mental block. "It does not cost anything to smile and greet." The sensitisation sessions kicked off Wednesday with the chief "culprits" - immigration and customs officials notorious for their rough behaviour with passengers. Next in line would be security personnel and drivers of taxi services. The tourism department has complained to the airport authorities about the nasty welcome faced by foreigners who had their first taste of India in the shape of immigration and customs officials. The half-day programme uses training modules such as slideshows depicting how airport personnel in other countries deal with the public. Case studies of harassment of foreign tourists at the hand of Indian authorities are discussed in detail, and officials are told how these situations can be tackled in a different way. The staff is being trained to spare passengers from inconveniences such as waiting for formalities to be completed, their queries needed to be dealt with patience and care and first time visitors had to be treated with warmth. Said Nair: "The passenger spends a few hours at the airport. In that time, they should feel cared for." Hours of training and effort could be summed up in one essential motto - service with a smile. But Nair says the sessions would infuse a whole new work culture and efficiency in the staff as well. --Indo-Asian News Service
