Spranza Workshop in Paris (France) on July 19 & 20, 2007: Enhancing Customer Service - Developing Interpersonal Communication Skills

Spranza Incorporated and Skycontrol have teamed up to provide aviation professionals a series of continuing education workshops for aviation security personnel, law enforcement, airport and airline administrators as well as Civil Aviation Authority officials.  Presented at strategic locations throughout the globe, these workshops provide cutting edge information, practical techniques and "take home" strategies which can be tailored to individual airline and airport operations.


Whether you are an airline employee, manager or operator, security or law enforcement staff member, or simply one who wishes to enhance their own interpersonal communication skills, this unique 2 day learning event has been specifically designed to develop positive interpersonal communication skills in the workplace - including difficult or conflict situations. You will learn, though hands-on experience, skills of sending messages, listening and providing feedback. Special emphasis is placed on dealing with difficult or conflict situations in a variety of workplace situations.

Presented in lay language: This program provides the student with a basic understanding of the process, barriers and strategies for effective interpersonal communications and successful public relations. Personnel learn successful techniques for dealing with de-escalating conflict situations, while gaining a variety of techniques useful in interacting with the traveling public, coworkers and supervisors.

This is an intensive learning program utilizing PowerPoint® presentations combined with hands on learning, and "real world" student practicum scenario settings. Students receive a workbook, reference manual and evaluative instruments as well as certificate on completion.


Who should attend?
This workshop has been specifically designed for anyone wishing to: enhance their interpersonal communication skills, learn to deal with and de-escalate conflict situations, understand persuasion and understand both the communication process as well as develop their own unique style and behavior.

Workshop Schedule
Day 1 - Introduction to Interpersonal Communication
        * Ways Humans Communicate
        * Elements of  the Communication Process
        * Barriers to Human Communication

    Day 2 - Non-verbal Communication
            * Communication and Conflict
            * Inter-Agency Communication

      Where will the workshop be held?
      The workshop will be held in Paris (France). You will receive detailed information on the  specific venue, along with other valuable information, in your individual Registrant Confirmation and Delegate Packet to be sent to you upon receipt of your Registration and payment of fee.

      How to register?
      There are three (3) ways you can register:
      * Register online by filling the online form below
      * Visit www.avsec-center.org and click on the Registration Tab
      * Download the Registration form in PDF format and submit it by:
                  - E-mail: [email protected]
                  - Fax: 001 801 991 7920
                  - Post: Spranza Incorporated
                               1631 SW Sylvester lane
                               Port St. Lucie, FL 34984 USA

        How much does it cost?
        Single session registration 960 USD
        (Price includes workshop, student materials and hotel accommodations ONLY)

        How can I pay the Fee?
        * Financial Wire Transfer to:
               Spranza Incorported
               Bank Atlantic
               4351 Hollywood Blvd, Hollywood, FL 33021
               Route No. 267083763
               Account No. 0063196149

        * With Paypal: you will be billed by e-mail on receipt of the Registration Form

        What is on the CDRom and why do I need it?
        The CD ROM contains template documents ready for fill in. Each CD comes complete with the plan template, checklists and attachments ready to be customized to suit local airport, air operator operations and design.  Fill in instructions are placed as comments, and a handy read me file contains full instructions on how to adjust the template for those unfamiliar with Microsoft Word and PowerPoint programs.  Each CD is supplemented with statutory regulations in PDF file format, proprietary checklists and a full AVSEC library.  

        About your Hosts

        Francis G. Spranza, M.A.
        Receiving his B.S. in Criminal Justice from Loyola University of Chicago, and his Masters Degree in Public Administration from the University of Northern Colorado at Greeley.  Having served in the United States Air Force from 1970 through 1981, separating from a career in Security Police after rising in the ranks from Airman to Lieutenant.  During his career, Professor Spranza was awarded the Air Force Good Conduct medal with Oak leaf Cluster, Outstanding Unit Award, Small Arms Marksman Medal with Bronze Star, National Defense and Air Force Longevity Ribbons, Strategic Air Command Educational Award and Senior Police Badge.  Having created over 500 hours of instruction certified by the Florida Department of Law Enforcement, Prof. Spranza regularly contributed to such publications as: Police and Security, Jane’s International Police Review Aviation Security International, Hydrocarbon Processing and many others.  Mr. Spranza has provided and instructed programs for Law Enforcement, Civil Aviation and Strategic Resources around the globe, while serving as an Adjunct Professor in Criminal Justice and Public Administration at Miami’s St. Thomas University and the Ft. Lauderdale Campus of Barry University.


        As founder and Director of Spranza, Mr. Spranza has developed over 50 AVSEC in-service training  programs for airports, airline operators and Civil Aviation Authorities around the globe.  As an author and  lecturer, Mr. Spranza International has presented before such organizations as the U.S. FAA, DCA Albania and the IAAE.  His expertise in International Terrorism combined with years of experience in Civil Aviation Security has made him and his organization a much sought after resource for knowledge and expertise in the field of Civil Aviation Security worldwide.

        Mr. Spranza was named to the Roster of Expert Consultants for ICAO Technical Cooperation Bureau - Civil Aviation Security Consultant in 2002.

        Marie G. Spranza
        As an American citizen born in Port Au Prince, Haiti, Ms. Spranza received her B.A. in Political Science and French from Loyola University of Chicago.  Ms. Spranza holds a teaching certificate from the State of Florida, with Endorsements in teaching At-Risk students and ESOL (English for Speakers of Other Languages). Originally assigned to the Broward County School Board’s Multicultural Office where she preformed Language Assessments, Interpretation, and Translation, along with French Curriculum Development as a key part of her routine duties.  Ms. Spranza is fluent in English, French  and Creole, and versed as well in numerous cultural and political structures of Developing Nations.  Ms. Spranza has served with SPRANZA INC. since its inception in 1981.  Acting as both Administrative Director and a key member of the Civil Aviation Security Curriculum Development and Instructional Staff, Ms. Spranza was named to the Roster of Expert Consultants for ICAO Technical Cooperation Bureau - Civil Aviation Security Consultant in 2002.


        I vividly remember Mr. Spranza’s presentation on Aviation Terrorism at the 7th Annual AAAE Central Europe/U.S. Workshop (November 4-7, 2001, Salzburg, Austria); and I think so do the seven Romanian airport executives that also attended that workshop. I, therefore, know that the services he offers are first class.

        Roda.Tinis / U.S. Department of Commerce, Bucharest, Romania


        Our Training Philosophy
        With more than two decades of experience in instructing non-native English speaking students, we have developed a unique approach to AVSEC instruction.

        Understanding that true learning among these students in NOT the result of lecture, typed overheads and English language handouts (the proverbial talking-head situation), our curriculum development and instructional teams utilize a three fold approach to learning. Each class consists of a content element, a classroom dynamics element and a practical or hands-on element. In keeping with the current industry standard of 60% hands on and 40% academics, the three-instructor approach lends itself to both a dynamic classroom experience as well as a large degree of individualized and remedial instruction for those students who require this additional attention.

        Printed handouts, so traditionally relied upon, are kept to a minimum, and presented in a manner commensurate with the student’s abilities. Technical information is simplified to facilitate student comprehension. It is a known fact, that reading comprehension greatly lags behind oral comprehension, especially in the areas of technical or specialized reading. Academic instruction is augmented by:

        • a high degree of student hands-on instruments
        • instructor modeling of task behaviors
        • observing students executing the job tasks required
        • correcting as necessary


        Our Organization
        For more than two decades, Spranza has provided the Civil Aviation Industry with professional in-service training, management consulting and Compliance Document preparation along with custom security hardware design and implementation.  Staffed by professionals from the fields of: Military Science, Criminal Justice, Public Administration, Business, Engineering and Education,  Spranza has developed long-term relationships and worked closely with such agencies as the International Civil Aviation Organization, US Transportation Security Agency, the OECS and Industry leaders such as the IAAE and AAAE. Among our more recent projects are:


        • Training of the permanent security force in AVSEC Basic at Turkey’s Sabiha Gokcen IAP, Istanbul, Turkey
        • A series of ongoing workshops held for the Civil Aviation Authority of the Netherlands Antilles to include our AVSEC Supervisor Basic and Supervisor Advanced Curriculums on Curacao
        • Drafting of the mandatory ICAO AVSEC Documentation to include the National AVSEC Plan, National Emergency Plans and related airport documents for the Governments of Albania and St. Kitts & Nevis
        • Development a student based Interactive Distance Learning Center accessible through the Spranza website
        • Development of some 50 AVSEC and Management in-service training programs appearing on the ICAO Training Directory for 2005-2006
        • Design of an in service training program for AVSEC Quality Control Officers to translate ICAO Annex 17 and related SARPS, USC 49 CFR and National AVSEC Legislation into a training program for Certification.

        Spranza Incorporated is a standard Class C US Corporation, based in Gainesville, Florida USA.  Originally formed in 1981 as Security Consulting Services, Cheyenne, Wyoming, Spranza has amassed over 24 years of experience in the civil aviation field.  As an active partner in Fx-Caribbean Security Ltd., Spranza Incorporated brings our staff and services to all Member States of the OECS (Organization of Eastern Caribbean States), CARICOM Nations and Regional Development Projects.

        Workshop Registration
        Yes, I would like to attend following Workshop:

        • Enhancing Customer Service: Developing Interpersonal Communication Skills
        • Workshop Venue: Paris, France
        • Workshop Date: July 19 & 20, 2007

        Title (Mr. / Ms. / Mrs.)
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        Fees & Payment
        Individual Workshop Fee: Single session registration 960 USD
        (Price includes workshop, student materials and hotel accommodations ONLY)

        For Wire Transfer, remit funds to:
            Spranza Incorported
            Bank Atlantic
            4351 Hollywood Blvd, Hollywood, FL 33021
            Route No. 267083763
            Account No. 0063196149

        Paypal subscribers will be billed by E-mail on receipt of the Registration Form


        For further information, please contact:
        Spranza Incorporated
        1631 SW Sylvester lane
        Port St. Lucie,
        FL 34984 USA

        E-mail: [email protected]
        Tel.: 001 214 889 7570
        Mobile: 001 954 822 0941
        Fax: 001 801 991 7920

        Pictures provided and copyrighted by Spranza - Skycontrol


        Download the Workshop Registration in PDF format


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