Human Resource Training Management

Assume that you are a Training manager at an International Airline and you needed to update your employees in-flight behavior to be more personable and less robotic. How would you go about designing a needs assessment for the airline? What methods would you use to design training that emphasized exceptional service? Second?, what typess of training would you reccomend for flight attendants, if the new goal was to provide exceptional service? How might the training programs themselves have to chang in order to promote innovation and collaboration among flight attendants, as well as from the trainer?