Brand behaviour

Our Behaviours are the concrete manifestation of our values and personality.

The values of a person or company are not tangible. They are the inner drivers that determine behaviour.

Behaviour is the outward expression of our values and personality. It is not abstract, but concrete and observable – What a person (or a company) says or does.

The observed behaviour determines the image of our brand and our values, and it is therefore crucial that our every-day behaviour and the engagement with colleagues and external stakeholders are aligned and reflective of our values.

This document provides behaviour guidance and should help you to understand how to act and communicate in line with our values and the Airbus brand.

Each of our 6 values leads to a set of key behaviours. They reflect the Airbus brand and help bringing it to life.

These behaviours create the foundation to work together as one united team and strengthen our brand every day.

1. We are One / Team Work!
   We act as one committed team.
   We collaborate across all levels.
   We communicate with an open mind.
2. Customer Focus
   We always put the customer first.
   We find solutions to their needs.
   We listen actively.
3. Reliability
   We take ownership.
   We are commited.
   We keep our promises.
4. Respect
   We treat everyone without prejudices.
   We communicate in a positive manner.
   We embrace diversity.
5. Integrity
   We are honest and authentic.
   We stay true to our values.
   We eradicate unethical behaviours.
6. Creativity
   We are open-minded at all levels.
   We encourage to look for a better way.
   We find solutions to emerging challenges.

Our brand values and purpose are supported by our brand personality that makes our ideas interesting, ownable and distinctive.

Our personality reflects what we think and do, it guides our visual and verbal expression and influences how we speak.

There are three strands to our personality that inform our overarching brand story and shape the way we communicate - Inspiring and Passionate, Determined, Pioneering and Entrepreneurial.

1. Determined and passionate
   We talk in a concise and engaging way.
   We believe in what we do and exhibit the same.
   We speak with certainty and clarity
2. Influence and pioneer
   We talk in a bold and dynamic way.
   We aren’t afraid to express an opinion or thought.
   We communicate with ambition and drive.
3. Care and respect
   We are compassionate and caring
   We understand and show empathy
   We tell stories with authenticity and honesty

Addressing external audiences in Germany and France:

When talking to external stakeholders in Germany and France we generally use the formal form: Sie (German) / vous (French). The only exceptions are messages that address particularly young target audiences such as apprentices or when communicating via certain social media platforms such as Facebook.

What do the values imply for real life situations and how to act accordingly? Four perspectives are key to this:

• Be positive
  For many callers you are the first touchpoint with Airbus – make it a positive experience for them.

• Start friendly and precise
  Start the call with a friendly greeting, followed by your name and “Airbus name of department – how can I help?”

• Make it personal
  Identify the caller’s name and then address him/her by name when appropriate.

• Identify language need
  Ask if the caller prefers to speak your language or English.
• Focus on solutions
  Identify caller’s needs and act upon it.

• Rely on the script
  Following a telephone guideline may help you to provide callers with the information they need.
• Know the offer
  Make sure you are familiar with all information that are typically requested from you. Continue to learn from new requests and extend your knowledge.
• Be professional
  During the conversation, use a polite, professional tone and avoid excessive use of fillers like “ummm” “you know” and others.
• Be clear and concise
  Provide clear answers and messages. Use simple words and phrases. Don’t use overly complex vocabulary or jargon.

• Listen and help
  Be open to questions at any time and try to find a solution to all requests. Be accommodating.
• Act with integrity
  Rely on honest answers. Communicate in a positive, respectful language.
• Open up more contact options
  If the caller has specific requests, wants to come back to requests later or needs further assistance, offer support via mail, providing our mail address helpdesk@airbus.com
• End on a positive note
  Thank callers for their interest and getting in touch. And wish them a pleasant day.

• Respect the problem
  Be attentive to unsatisfied callers. Understand the nature of the problem and what it is about.
  Investigate how to solve it.
• Be clear on priorities
  Try to find a suitable solution to the given situation. If there is no immediate solution, communicate that clearly.
• Trust in the team
  Engage team members to support you in difficult situations.

• Dress professionally
  Identify yourself as part of the Airbus team by wearing appropriate work clothing.
  We recommend to wear long trousers or skirt, a white or dark blue shirt and closed shoes.
• Prepare the check-in
  Prepare visitor passes before visitors are arriving where possible.
  If appropriate, make sure visitor-books to sign-in and pens are available.
• Keep it clean
  Make sure the reception area is always clean and tidy. Keep it free of trash, avoid storing items like boxes or files within eyesight. No personal items should be visible either.
• Ensure a positive start
  For most visitors, you are the first touchpoint with Airbus – make it a positive experience for them,
  e.g. by addressing them by their names if possible.
• Implement sign-in rules
  Ensure all visitors sign in. Help storing their luggage or coats where appropriate.

• Know the premises
  Be sure where visitors can find restrooms and other services they may ask for.

• Know the facts
  Make sure you are familiar with all relevant information, so that you can respond to upcoming questions and requests quickly.

• Be attentive
  Always acknowledge new arriving visitors. Greet them immediately upon arrival. If you are on the phone, make eye-contact.
• Be respectful and open-minded
  Treat every visitor with attention and respect – anyone from any walk of life.
  Be mindful of cultural aspects, e.g. who to greet with a handshake, how to hand over and receive business cards etc. (for more details use the Protocol Navigator)
• Speak as member of team
  Enhance the aspect of team by talking in plural whenever it makes sense – otherwise use “Airbus”.

• Listen and help
  Be open to questions at any time and try to find a solution to all requests.

• Act with integrity
  Rely on honest answers. Communicate in a positive, respectful language.

• Be respectful and open-minded
  Treat every visitor with attention and respect – anyone from any walk of life.

• Ensure a positive farewell
  Acknowledge when visitors are leaving. Take visitor passes back and return coats and luggage if appropriate.
  Say good-bye and wish them a pleasant day.

• Respect the problem
  Be attentive to unsatisfied visitors. Understand the nature of the problem and what it is about.
  Investigate how to solve it. If appropriate, pro-actively inform Corporate protocol.

• Be clear on priorities
  Try to find a solution suitable to the given situation. If there is no immediate solution, communicate that clearly.

• Stay true to check-in requirements
  Be open for new situations but draw the line very clearly when they become destructive or pose a threat to security.

• Trust in the team
  Engage team members to support you in conflict situations.