In an effort to increase the customer service abilities of its workforce, United Airlines has launched “core4,” an initiative to train employees in compassion. Embroiled in a public relations nightmare last year when national media reported on a passenger being violently removed from a flight for a commuting crew member, the company is now trying to make sure such incidents never happen again. Roughly 30,000 customer-facing employees, including flight attendants and gate agents, will be required to take the course, which focuses on making employees more caring, more safe, more dependable, and more efficient in their jobs. Employees will participate in role-playing exercises to solve common issues customers may experience, and afterward will discuss the reasoning behind the way they handled their simulated situation. The training program will focus on increasing employees’ listening skills and body language while trying to foster a sense of approachability and understanding. "Core4 puts a value on emotional intelligence," said Sara Nelson, president of the Association of Flight Attendants, which represents United's flight attendants.