Transcription
LINGUISTICACTION PLAN2015–2017
Table of ContentsBACKGROUND. 32011–2014: Sustained implementation efforts. 4From 2011 to 2015. 42015: New implementation initiatives. 4 2015–2017: New action plan aligned with ourcorporate continuity strategy and priorities. 5OBJECTIVE 1. 6Official languages accountability framework. 7Human and financial resources. 7Implementation of the Official Languages Action Plan. 8Employee awareness. 9Performance evaluation. 11Collective Agreements. 11Language of work.12OBJECTIVE 2.13Signage and visual active offer.14 Active offer in person, and service provided inEnglish and French. 15Bilingual capacity and provision of bilingual services. 15OBJECTIVE 3.16Community relations. 17OBJECTIVE 4.18 Monitoring mechanism and measures forcorrecting shortcomings.19LINGUISTIC ACTION PLAN 2015-2017 2
BACKGROUNDUnder the Air Canada Public Participation Act and Canada’sOfficial Languages Act, Air Canada must meet requirementsregarding service delivery in both official languages where thereis significant demand for these languages.Beyond these legal obligations, Air Canada is proud to be theCanadian air carrier that offers the greatest range of servicesin both official languages, and a true leader among majorCanadian companies in promoting bilingualism.It is also important to point out that unlike governmentinstitutions subject to the Official Languages Act, Air Canadareceives no direct or indirect funding for language-relatedtraining, testing or communications. Nevertheless, Air Canadacontinues to increase the financial and human resources itallocates to maintain and improve its language programs.Recognizing that there is always room for improvement, theCompany continues to make every effort to meet its linguisticcommitments while adapting to the constant and rapid changesthat characterize the competitive airline industry including theorganizational and operational changes that have occurred inrecent years.LINGUISTIC ACTION PLAN 2015-2017 3
2011–2014: Sustainedimplementation effortsOFFICIAL LANGUAGES ACTTHE OFFICIAL LANGUAGES ACT REQUIRES FEDERAL INSTITUTIONS SUCHAS AIR CANADA TO PROVIDE EQUAL SERVICES TO ENGLISH AND FRENCHSPEAKING CANADIANS IN THE LANGUAGE OF THEIR CHOICE.The 2011–2014 Linguistic Action Plan responded to the 12 recommendationsthe Commissioner of Official Languages made in his 2011 audit report. The auditcovered services provided in French and English to Air Canada passengers, andhad set four objectives targeting the following areas: executive management’scommitment, bilingual service delivery, consultation with official languageminority communities and performance monitoring.From 2011 to 2015Air Canada implemented a series of sustained initiatives and measurescontained in its action plan and ultimately, improved delivery of the services itoffers its customers in both official languages. Here are some of the initiativesand measures the Commissioner of Official Languages recognized in hisFebruary 2015 follow-up report:Hello/Bonjour Always make the offer of servicein both official languages bysaying “Hello/Bonjour.”If you cannot help a customerin his language of choice, say“Un moment s’il vous plaît”and seek help from a bilingualcolleague, identified with an“English/Français” pin.If no bilingual agents on shift,contact Air Canada Call CentreSupport at 1 877 732-7424.Official Languages Posters 20x30.indd 12015-07-29 1:37 PM New manual describing Air Canada’s official languages policies and directives; Web-based employee awareness module; The raising of awareness of official languages obligations during newemployee orientation sessions; Important changes to the Collective Agreement signed with Uniforregarding the assignment of bilingual agents in airports; Enhanced collaboration with official language minority communities onhiring bilingual employees.2015: New implementationinitiativesSince the Commissioner of Official Languages’ report was submitted inFebruary 2015, other initiatives were introduced to support efforts to achieveCompany objectives such as raising employee awareness.For example: Addition of official languages objectives in the managers’ Performance Plan; Distribution of “Hello/Bonjour” banner pens to raise employee awareness; Installation of “Hello/Bonjour” banners in In-Flight Service communicationscentres; Presentation on linguistic obligations during customer service training sessions; Presentation of linguistic policy to new managers; Introduction of briefings on linguistic obligations before the start of workshifts at Toronto Airport; Creation of a network of ambassadors representing the various airportscomposed of frontline agents, team leaders and managers at the airports; Customer satisfaction survey on bilingual services. LINGUISTIC ACTION PLAN 2015-2017 4
2015–2017: New action plan alignedwith our corporate continuity strategyand prioritiesThe new 2015–2017 Linguistic Action Plan is a logical continuation of the 2011–2014 Plan,which lists actions and measures to be implemented to further improve priority itemswhile strengthening existing best practices. It is also aligned with two of the Company’sfour priorities: culture change and our renewed commitment to our customers.Air Canada took the time to clearly identify its priorities when designing its new ActionPlan which will be implemented and monitored by the Company’s Linguistic AffairsDepartment.To ensure continuity and facilitate comprehension, the Action Plan’s outline is based onthe objectives and recommendation the Commissioner of Official Languages made in hismost recent audit report:OBJECTIVE 1:OBJECTIVE 2:Executive management’s commitment Official languages accountabilityframework Human and financial resources Official languages action plan Employee awareness Performance evaluation Collective agreements Language of workDelivery of bilingual services Signage and visual active offer Active offer in person, and serviceprovided in English and French Bilingual capacity and provision ofbilingual servicesOBJECTIVE 3:OBJECTIVE 4:Consultation with official languageminority communities Community relationsPerformance monitoring Monitoring mechanism and measuresfor correcting shortcomingsIt should be noted that some measures listed in the previous plan are also included in the new action plan, either because they areongoing processes or the measures have been modified to improve their scope and results.LINGUISTIC ACTION PLAN 2015-2017 5
OBJECTIVE 1:Executive management’scommitmentNew and strengthened measures have been identified toachieve this objective. They build on existing measures, and aredesigned to improve employee accountability in order to drivecorporate performance; increase the number of employeescommitted to implementing the new plan; improve employeeawareness on a more regular basis regarding the importanceof providing service in both official languages; and, improvethe deployment and assignment of employees.LINGUISTIC ACTION PLAN 2015-2017 6
Official languages accountabilityframeworkHello/BonjourMeasure 1:Clarification of official languages responsibilities in the job descriptions ofemployees dealing with the public, as well as in the job descriptions of theirmanagers. This measure will apply to front-line employees such as flightattendants, service directors, customer sales and service agents, lead agents,customer service managers and general managers within the Airports andIn-Flight Service branches. – Existing measure from the previous plan,modified to make it clearer.EXPECTED RESULTS: For each role, clarify responsibilities regarding activeoffer and delivery of bilingual services.PERSON OR UNIT RESPONSIBLE: Customer Service and Linguistic AffairsTIMELINE: 2015-2016Measure 2:Presentation on linguistic issues and progress to executive management bythe two co-champions. – Ongoing measureEXPECTED RESULTS: Keep all members of executive managementinformed, and make necessary decisions, as required.PERSON OR UNIT RESPONSIBLE: Co-championsTIMELINE: At least once a year or when a special situation arisesHuman and financial resourcesMeasure 3:Finalization of implementation and maintenance of an ambassadors’network at each airport and In-Flight Service base. – New measureEXPECTED RESULTS: Facilitate implementation of the action plan; ensurefollow-up; identify local challenges or issues; participate in seeking specificsolutions for various realities and challenges; and share best practices.PERSON OR UNIT RESPONSIBLE: Customer Service and Linguistic AffairsTIMELINE: Implementation in 2015 and ongoing process thereafterLINGUISTIC ACTION PLAN 2015-2017 7
Implementation of the OfficialLanguages Action PlanMeasure 4:Managers will define objectives and performance indicators that take intoaccount local differences and challenges and announce them to employees.– New measureEXPECTED RESULTS: Make managers accountable and achieve concrete,realistic results based on the different challenges in different locations.PERSON OR UNIT RESPONSIBLE: Each airport and In-Flight Service basemanagerTIMELINE: To be reviewed on an annual basisMeasure 5:The Ambassadors’ Network and the Customer Service branch will helpestablish and adopt the measures in the action plan. – New measureEXPECTED RESULTS: Obtain commitment at all levels from all partiesinvolved in the solution.PERSON OR UNIT RESPONSIBLE: Linguistic Affairs, Ambassadors’Network, Co-champions of Official Languages, and Customer ServicebranchTIMELINE: 2015-2016Measure 6:Once the action plan has been approved, ensure that all employees concernedas well as all staff and the public are informed of its existence. The informationcan be provided in The Daily (the Company’s daily newsletter), and posted onthe employee portal and the company website. – New measureEXPECTED RESULTS: Ensure that all employees are aware of the action plan.PERSON OR UNIT RESPONSIBLE: Linguistic Affairs, EmployeeCommunicationsTIMELINE: 2016LINGUISTIC ACTION PLAN 2015-2017 8
Employee awarenessMeasure 7:Measure 8:During the orientation process, continue to inform allnew employees of the Company’s language policiesand obligations and its commitment to its customers.– Ongoing measure.Ensure that all employees, who deal with the public andhave not yet completed the Module for Raising Awarenesson Language Obligations, take it. – Ongoing measureEXPECTED RESULTS: Ensure that all new employeesare informed of language obligations and expectationsregarding their role.PERSON OR UNIT RESPONSIBLE: Learning andDevelopment Department, Linguistic AffairsEXPECTED RESULTS: Ensure that all employeesperiodically receive the same message and reminder onlanguage obligations.PERSON OR UNIT RESPONSIBLE: Customer ServiceTrainingTIMELINE: 2017TIMELINE: Modified in 2015 and to be reviewedperiodically as requiredLINGUISTIC ACTION PLAN 2015-2017 9
Measure 9:Evaluate delivery of the various language training programs. If required, reviseand design (online and traditional) language training tools that provide moreoptions and flexibility for the employees. – Existing measure updated torespond to changing needs.EXPECTED RESULTS: Improve non-qualified employees’ language skills andmaintain qualified employees’ skills. Also maximize learning while takingoperational and budgetary realities into account.PERSON OR UNIT RESPONSIBLE: Ambassadors’ Network, LinguisticServicesTIMELINE: OngoingMeasure 10:Develop a specific communication plan for bilingual services that indicatesmeans of communication, type of message, content and frequency, fromexecutive management to messages from local managers. – New measureINTRODUCTIONDONNER LE CHOIX AU CLIENTdeux langues officielles du Canada, le françaisLes employés doivent offrir activement desfavoriser un milieu de travail exemplaire etsans avoir à le demander. Cela se traduit parOFFRE ACTIVE with aLa Loi surRESULTS:les langues ncyof communicationset l’anglais,seront respectées.Concrètement,constant,consistentand clearmessage on languageas lespartservicesrequirementsbilingues de sorte quemembres ducela veut dire pour Air Canada de servir le publicpublic sachent qu’ils peuvent communiquer etof s la langue officiellede son choixdeêtre servis dans la langue officielle de leur choixrespectueuxde la dualitélinguistique du Canada.des écriteauxou épinglettes indiquant que lesPERSONOR UNITRESPONSIBLE:Customer Service,Employeeservices sont accessibles dans les deux languesLa Loi confère à ces deux langues un statut,Communications,Ambassadors’Network, and LinguisticAffairs.officielles et parun accueil bilingue du public,des droits et des privilègeségaux, notammenten ce qui concerne les communications avectant au téléphone qu’en personne (en anglais encomme objectif de vous aider à comprendrela façon dont la Loi sur les langues officielless’applique à l’intérieur de vos fonctions.où l’accueil doit d’abord se faire en français).La communication se poursuit ensuite dansla langue choisie par le client. Un service dequalité comparable doit être offert dans l’uneou l’autre des deux langues officielles.AeroVocab cover 01-03-2012.indd 112-03-05 1:21 PMWELCOMEBIENVENUEOFFICIAL LANGUAGESpremier dans toutes les régions sauf au Québec,le publicAnnualet le serviceau public.aTIMELINE:processto Cebeguiderevisedas requiredPour plus de détails vous trouverez sur ACaéronet la publicationLangues officielles – Politique et procédures sous:Services - Services linguistiquesMeasure 11:Developa system to recognize employees withFRANÇAISlanguageskills in order toOU ANGLAIS FRANÇAIS OU ANGLAIS ntheCLIENT,customers’AU CHOIX DUCOMMUNICATION AVECTOUTSIMPLEMENTLE PUBLICET –PRESTATIONpreferredlanguage.New measureDE SERVICELa Loi sur les langues officielles stipule que tousles clientsont le droit d’obtenirdes servicesEXPECTEDRESULTS:Recognizeemployeesd’Air Canada en français et anglais, à leur choix : À l’aéroport : affichage, enregistrement, dépôtbagages, files d’attente, portes, annonces detoutes sortes, appels de passagers, fret,with bagageslanguageperdusskills andencouragebest practices. dans tous les aéroports canadiens desservis par Dans l’avion : accueil des passagers,offre de produits ( journaux, écouteurs), serviceAir Canada (Vancouver, Calgary, Edmonton, Winnipeg,de repas et boissons, breffages de sécurité dors’toutesNetwork,CustomerToronto,Halifax, St. John’s)les annonces(comprenant les annoncesfaites par les pilotes) sur les vols où il y a demande importanteService,HumanResources(au moins 5 %) Air Canada se doit aussi de veiller à ce queNOTE : Air Canada a pris la décision d’offrir unles documents soient disponibles dansTIMELINE: 2016tosurbetousreassessedannually tousserviceandbilingueses volsles deux langues officielles et d’encourager sesemployés à faire usage des deux langues lorsqu’ils communiquentavec la Société (parPour obtenir de plus amples renseignements voustéléphone, par écrit,pouvez communiquer avec les Affaires linguistiques ctroniquement, etc.)En aucun cas on nedoit demander à unclient de passer àl’autre langue.Si on est dans l’impossibilité d’offrir leservice dans l’une ou l’autre des deuxlangues officielles, on se doit de demanderl’aide d’un collègue bilingue.Pamphlet OfficialLanguageSept2015.indd 12015-10-07 3:26 PMLINGUISTIC ACTION PLAN 2015-2017 10
Performance evaluationMeasure 12:Incorporate language obligations in the performance plan for managers withresponsibilities pertaining to the delivery of bilingual services based on theirroles and responsibilities. These managers include those responsible for theplanning and delivery of customer service. – Modified measure from theprevious planEXPECTED RESULTS: Increase the accountability of theemployees concernedfor achieving concrete results.PERSON OR UNIT RESPONSIBLE: Airport and In-Flight Service basemanagersTIMELINE: To be reviewed on an annual basisCollective agreementsMeasure 13:Upon renewal of the various employment contracts, discuss ways for theCompany to improve official language compliance with unions. For example,add bilingual lines (assignments) at airports to guarantee bilingual resources atstrategic service locations. – Ongoing measureEXPECTED RESULTS: Facilitate bilingual service delivery and achievementof objectivesPERSON OR UNIT RESPONSIBLE: Linguistic Affairs and Labour RelationsTIMELINE: At the renewal of the applicable Collective AgreementsMeasure 14:Ensure that all language issues regarding complaints, training, deployment orother issues are added to the agenda of joint meetings between the Companyand its unions once or twice a year, as required. – Ongoing measureEXPECTED RESULTS: Facilitate the achievement of objectives by maintainingan open dialogue between Air Canada management and unions representingemployees who deal with the public.PERSON OR UNIT RESPONSIBLE: Linguistic Affairs and Labour RelationsTIMELINE: To be reviewed on an annual basisLINGUISTIC ACTION PLAN 2015-2017 11
Language of workMeasure 15:Maintain our efforts to enhance the language of work policy in bilingual regions(Provinces of Quebec, New Brunswick and City of Ottawa) applicable for:-Supervision-Working tools & instrument-Training-Services provided to employees-Communication– Ongoing measureEXPECTED RESULTS: create a work environment conducive to the effectiveuse of both official languages.PERSON OR UNIT RESPONSIBLE: Linguistic AffairsTIMELINE: OngoingLINGUISTIC ACTION PLAN 2015-2017 12
OBJECTIVE 2:Delivery of bilingual servicesWith respect to the second objective, the measures outlinedin the Company’s new action plan are a continuation ofefforts made in recent years, in particular, regarding theassignment of personnel, and the strengthening andstandardization of signage. It also goes without sayingthat the additional employee awareness measures listed inObjective 1 are also important in achieving Objective 2.LINGUISTIC ACTION PLAN 2015-2017 13
Signage and visual active offerMeasure 16:Taking into account the Company’s signage standards,those of airport authorities and the configuration of eachairport, review and define signage regulations (especiallyrelating to pictograms for active offer at counters) andcommunicate these to everyone concerned. – OngoingmeasureEXPECTED RESULTS: Improve the visual active offerPERSON OR UNIT RESPONSIBLE: Ambassadors’Network, Marketing, Linguistic Affairs and local airportauthoritiesTIMELINE: 2016Measure 17:Increase use of “English/Français” language pins. – OngoingmeasureEXPECTED RESULTS: Improve the visual active offerPERSON OR UNIT RESPONSIBLE: Ambassadors’Network, Linguistic ServicesMeasure 18:Encourage employees with developing knowledge of Frenchto wear “J’apprends le français” [I am learning French]language pins. – Ongoing measureEXPECTED RESULTS: Improve active offer and encourageemployees who do not qualify as bilingual to use anddevelop their languages skills.PERSON OR UNIT RESPONSIBLE: Ambassadors’Network, Linguistic ServicesTIMELINE: OngoingTIMELINE: OngoingLINGUISTIC ACTION PLAN 2015-2017 14
Active offer in person and serviceprovided in English and FrenchSee measures under “Employee awareness” on page 9Bilingual capacity and provisionof bilingual servicesMeasure 19:Based on airport labour requirements, assess the need for bilingualemployees on each shift. – Measure from the previous plan modified tomake it clearer.EXPECTED RESULTS: Determine the appropriate number of bilingualemployees required for each shift in order to meet language obligations,and establish the number of bilingual employees to be recruited.PERSON OR UNIT RESPONSIBLE: Linguistic Affairs and WorkforcePlanning ManagementTIMELINE: Annual processMeasure 20:Develop a succession plan taking labour requirements and attrition trendsinto consideration. – New measureEXPECTED RESULTS: Support planning based on medium-term recruitmentand language training needs.PERSON OR UNIT RESPONSIBLE: Linguistic Affairs and WorkforcePlanning ManagementTIMELINE: Annual processMeasure 21:Every airport will develop a clear procedure to follow when no bilingualemployees are available and ensure that it is communicated to andunderstood by all affected employees. – New measureEXPECTED RESULTS: Provide equal-quality service in English and French.PERSON OR UNIT RESPONSIBLE: Ambassadors’ Network, WorkforcePlanning Management and local authoritiesTIMELINE: 2015-2016 and annual review thereafter or as requiredLINGUISTIC ACTION PLAN 2015-2017 15
OBJECTIVE 3:Consultation with officiallanguage minoritycommunitiesThe measures listed under this objective reflect the importancethe Company places on establishing and maintaining goodrelations with minority communities and communities ingeneral. Therefore, the Government and Community Relationsteam, the Linguistic Affairs team and the Regional Marketsteam work closely with all Canadian communities to listen totheir needs and improve the services offered by the Company.However, we reiterate that decisions on route and networkplanning are based on strictly commercial criteria, such as thespecific demand in each market.Finally, the Company recognizes the importance of workingwith linguistic minority communities to recruit new bilingualemployees, an increasingly common practice in its recruitmentefforts. Given recent recruitment campaign results, we plan tocontinue this approach in the coming years.LINGUISTIC ACTION PLAN 2015-2017 16
Community relationsMeasure 22:Develop and maintain relationships and/or partnerships with variousorganizations in official language minority communities. – Ongoing measureEXPECTED RESULTS: Facilitate hiring of bilingual candidates and provideservice that meets community expectations.PERSON OR UNIT RESPONSIBLE: Linguistic Affairs, Government andCommunity RelationsTIMELINE: OngoingMeasure 23:Develop strategies to attract more bilingual candidates when hiring newemployees for positions that involve dealing with the public. – Ongoing measureEXPECTED RESULTS: Increase the number of bilingual employeesPERSON OR UNIT RESPONSIBLE: Linguistic Affairs and RecruitmentTIMELINE: OngoingLINGUISTIC ACTION PLAN 2015-2017 17
OBJECTIVE 4:Performance monitoringPerformance monitoring is an objective that changes as newmeasures and initiatives are implemented. These measurestherefore take into account the processes in the previousplan, as well as additions outlined in the new plan, such asthe implementation of an ambassadors’ network.LINGUISTIC ACTION PLAN 2015-2017 18
Monitoring mechanismand measures to improveperformanceMeasure 24:Review the methodologies currently used by the Quality Assurance teamto monitor performance with respect to the delivery of bilingual services byAir Canada and the other companies providing services on its behalf. – Existingmeasure from the previous plan, modified to make it more effective.EXPECTED RESULTS: Have a performance measurement tool and respondto real needs. The audit must include signage, advertising, as well as theoffer and availability of bilingual services.PERSON OR UNIT RESPONSIBLE: Ambassadors’ Network, QualityAssurance, Customer Services and Linguistic AffairsTIMELINE: 2016Measure 25:Implement an audit follow-up system and examine findings on a regularbasis. – Existing measure that is modified to make it more effective.SCOPE: Implement corrective measures as needs are identified.PERSON OR UNIT RESPONSIBLE: Customer Service, Linguistic Affairs,Ambassadors’ Network and Co-champions of Official LanguagesTIMELINE: OngoingMeasure 26:Hold regular meetings (quarterly) with the Ambassadors’ Network and theCo-champions of Official Languages to review the progress of the triennialaction plan. – Existing measure updated to take into account theAmbassadors’ Network.SCOPE: Remain focused on priorities and implement new measures, asrequired.PERSON OR UNIT RESPONSIBLE: Customer Service, Linguistic Affairs, andCo-champions of Official LanguagesTIMELINE: OngoingLINGUISTIC ACTION PLAN 2015-2017 19
LINGUISTIC ACTION PLAN 2015-2017 5 2015-2017: New action plan aligned with our corporate continuity strategy and priorities The new 2015-2017 Linguistic Action Plan is a logical continuation of the 2011-2014 Plan, which lists actions and measures to be implemented to further improve priority items while strengthening existing best .
