1. Comprehensive Maritime Incident Management: protocols, roles, and chain of command for coordinated response
2. Operational Planning and Execution: briefing, routes, weather windows, and go/no-go criteria
3. Rapid Risk Assessment: criticality matrix, scene control, and decision-making under pressure
4. Operational Communication: VHF/GMDSS, standardized reports, and inter-agency liaison
5. Tactical Mobility and Safe Boarding: RHIB maneuvers, approach, mooring, and recovery
6. Equipment and Technologies: PPE, signaling, satellite tracking, and field data logging
7. Immediate Care of the Affected: primary assessment, hypothermia, trauma, and stabilization for evacuation
8. Adverse Environmental Conditions: swell, Visibility, flows, and operational mitigation

   Simulation and training: critical scenarios, use of VR/AR, and exercises with performance metrics

   Documentation and continuous improvement: lessons learned, indicators (MTTA/MTTR), and SOP updates

1. Introduction to Mariner Service: Types of Mariners and Their Needs.
2. Effective Communication: Active Listening, Empathy, and Assertiveness Techniques.
3. Information Management: Sources of Nautical Information and Their Correct Interpretation.
4. Administrative Procedures: Required Documentation for Mariners (Licenses, Permits, etc.).
5. Basic Maritime Legislation: Regulations Applicable to Recreational and Professional Navigation.
6. Administrative Management Tools: Customer Management Software, Databases, etc.
7. Service Quality: Quality Standards, Indicators, and Continuous Improvement.
8. Complaint and Claim Management: Procedures and Techniques for Conflict Resolution.
9. Safety and Risk Prevention: Safety Protocols in Mariner Service public.
10. Online Customer Service: Management of social media, email, and other digital tools.

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1. Introduction to Customer Service in the Maritime Sector
2. Effective Communication: Active Listening, Empathy, and Assertiveness
3. Communication Protocols in Emergency Situations
4. Crisis Management: Identification, Assessment, and Response
5. Basic First Aid and Life Support
6. Safety Equipment: Life Jackets, Life Rafts, EPIRBs, SARTs
7. Evacuation Procedures and Drills
8. Maritime Communication Systems: VHF, MF/HF, Inmarsat, GMDSS
9. Legislation and Regulations in Maritime Communications
10. Emergency Psychology: Stress and Panic Management

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1. Maritime Communication: GMDSS, VHF, MF/HF, and NAVTEX systems
2. Maritime Meteorology: Interpretation of bulletins, synoptic charts, and local forecasts
3. Search and Rescue (SAR): Organization, procedures, and equipment
4. Basic Maritime Legislation: International conventions and national regulations
5. First Aid at Sea: Treatment of wounds, burns, hypothermia, and drowning
6. Survival Techniques at Sea: Use of life jackets, life rafts, and immersion suits
7. Firefighting on Board: Types of fires, firefighting equipment, and firefighting techniques
8. Damage Control: Leak detection and repair, flood control

   Personal Safety and Social Responsibilities: Accident prevention, teamwork

   Onboard Crisis Management: Risk assessment, decision-making, communication with shore

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1. Introduction to Mariner Assistance: Roles and Responsibilities
2. Port Regulations: Regulations, Ordinances, and Current Legislation
3. Types of Vessels: Characteristics and Specific Needs
4. Effective Communication: Radio, Visual Signals, and Protocols
5. Information Management: Meteorology, Notices to Mariners, and Safety
6. Mooring Planning: Risk Assessment and Procedures
7. Types of Moorings: Berths, Anchorages, Buoys, and Marinas
8. Mooring Equipment: Ropes, Hawsers, Fenders, and Bitts
9. Safety in Port Operations: Occupational Risk Prevention
10. First Aid and Emergency Response in the Environment port.

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1. System Architecture and Components: Structural design, materials, and subsystems (mechanical, electrical, electronic, and fluid) with selection and assembly criteria for marine environments
2. Fundamentals and Principles of Operation: Physical and engineering foundations (thermodynamics, fluid mechanics, electricity, control, and materials) that explain performance and operating limits
3. Safety and Environmental (SHE): Risk analysis, PPE, LOTO, hazardous atmospheres, spill and waste management, and emergency response plans
4. Applicable Regulations and Standards: IMO/ISO/IEC requirements and local regulations;
5. Conformance criteria, certification, and best practices for operation and maintenance
6. Inspection, testing, and diagnostics: Visual/dimensional inspection, functional testing, data analysis, and predictive techniques (vibration, thermography, fluid analysis) to identify root causes
7. Preventive and predictive maintenance: Hourly/cycle/seasonal plans, lubrication, adjustments, calibrations, consumable replacement, post-service verification, and operational reliability
8. Instrumentation, tools, and metrology: Measuring and testing equipment, diagnostic software, calibration and traceability; selection criteria, safe use, and storage
9. Onboard integration and interfaces: Mechanical, electrical, fluid, and data compatibility; Sealing and watertightness, EMC/EMI, corrosion protection, and interoperability testing.

   Quality, acceptance testing, and commissioning: process and materials control, FAT/SAT, bench and sea trials, go/no-go criteria, and evidence documentation.

   Technical documentation and integrated practice: logs, checklists, reports, and a complete case study (safety → diagnosis → intervention → verification → report) applicable to any system.

1. Introduction to Customer Service: types of seafarers, needs, and expectations.
2. Effective Communication: active listening, empathy, and conflict resolution.
3. Port Regulations: regulations, security, and access.
4. Documentation required for port operations (national and international).
5. Information Management: port information systems (PIS), vessel and cargo tracking.
6. Loading and Unloading Processes: types of cargo, handling, and stowage.
7. Marketing of Port Services: tariffs, contracts, and negotiation.
8. Port Marketing: promotion strategies, customer acquisition, and loyalty.
9. Customer Service Emergencies in the port sector: contingency plans, first aid, and safety.
10. Service quality: management indicators, continuous improvement, and customer satisfaction.

1. Introduction to Seafarer Services: Needs and Expectations
2. Effective Communication: Active Listening, Empathy, and Assertiveness
3. Sales and Negotiation Techniques: Prospecting, Presentation, and Closing
4. Complaint and Claim Management: Conflict Resolution and Customer Loyalty
5. Basic First Aid: Assessment, CPR, and Life Support
6. Fire Prevention and Extinguishing on Board: Equipment and Procedures
7. Search and Rescue: Rescue and Survival Techniques
8. Medical Emergency Management: Protocols and Communication with Shore
9. Basic Maritime Legislation: Seafarers’ Rights and Obligations
10. Social and Environmental Responsibility: Sustainability and Best Practices

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