Transcript Crew Resources Management

Crew Resources
Management
Interpersonal Skills:
COMMUNICATIONS
Learning Objectives
By the end of this session, you will be able to
• Understand the importance of COMMUNICATIONS in
aircraft operations.
Crew Resource
Management
• CRM is the effective use of all available resources to achieve safe
and efficient flight operations.
• CRM is concerned not so much with the technical skills but rather
with the cognitive and interpersonal skills needed to manage the
flight.
• Cognitive skills are defined as the mental processes used for
gaining and maintaining situational awareness, for problem
solving and decision making.
• Interpersonal skills are regarded as communications and a range
of behavioral activities in the teamwork
Cognitive and
Interpersonal Skills
Cognitive Skills
• Situational Awareness
• Problem Solving &Decision Making
Interpersonal Skills
• Communications
• Teamwork
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Major Causes of Human
Error in Aircraft Accidents
Lack of Situational Awareness
Poor Decision Making
Lack of Communication
Lack of Teamwork
Lack of Resources
Lack of Knowledge
Lack of Assertiveness
Distraction
Pressure & Stress
Crew Fatigue
COMMUNICATION
1.
2.
3.
4.
Definitions
Importance of Good Communications
Modes of Communication
Communication Process
What is
COMMUNICATION?
• Communications: is the transfer of information from a
speaker (transmitter) to a listener (receiver)
• The objective of the communication is to ensure the
process of transferring information is successful.
Communication in
Flight Operation
communicate
Cabin Crew
Cockpit Crew
observe
communicate
observe
Environmental factors
Internal factors
Recognition of threats
& danger.
communicate
observe
Ground and Maintenance Crew
ATC Tower
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Why is communication
important?
• To pass information from one person to another (avoid
miscommunication)
• To conduct effective missions
• To avoid mishaps (unlucky aircraft accident)
• To maintain group situational awareness
Remember
• Inadequate communications between crew members
and other parties could lead to a loss of situational
awareness, a breakdown in teamwork in the aircraft, and
ultimately to a wrong decision which result in a serious
aircraft accident.
Communication
• Cockpit voice recordings of various air disasters tragically
reveal first officers and flight engineers attempting to
bring critical information to the captain's attention in an
indirect and ineffective way
• By the time the captain understood what was being said,
it was too late to avert the disaster.
• Example: United Airlines DC-8 crashed during approach near
Portland. While the captain hold the landing time to fix the landing
gear problems, the flight engineer & first officer (co-pilot) failed to
effectively inform the captain about the low fuel level condition.
Finally, lead to the crash because the aircraft ran out of the fuel.
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Modes of
Communication
Communication
modes
VERBAL
-Use words.
Orally or writing
NON-VERBAL
-anything other than words
body language (facial
expression, hand movements,
smile), eye contact, posture,
touch.
Communication
Achievements
• 7% of all communication is accomplished Verbally.
• 55% of all communication is achieved through NonVerbal (body language.)
• 38% of communication is achieved by tone or sound of
voice
VERBAL
NON-VERBAL
7%
55 %
TONE OR SOUND OF
VOICE
38%
Communication Process
Communication is an art of
making yourself understood.
Explain Communication
Process
Communication Process
Communication Process
• There are four elements in the communication process the sender (speaker), the message, the receiver
(listener) and the feedback.
• Both sender and listener have their responsibilities to
ensure the successful of communication process.
• Moreover, anyone acting as the sender or receiver are
also influenced by many factors - their perceptions,
attitudes, values, knowledge, expectations, language
skills, experience and their relationship to "the other
person."
• These influences act like filters and can impact on the
process of sending and receiving messages.
Communication Process
• Sender’s responsibilities
- communicating information Clearly, Correctly,
Completely.
- communicate in a timely manner
- requesting verification or feedback
• Receiver’s responsibilities
- acknowledge communication
- repeat information
-provide feedback
Some suggestions
for the speaker
•
•
•
•
Know what response you want to achieve.
Tell the person why you want that response.
Understand where the other guy lives.
Be clear, correct, and complete.
Some suggestions
for the listener
• Listen with both ears.
• Repeat the message in your own words for
confirmation.
• If you do not understand--tell him/her that
you do not understand.
Communication
5. Communication Levels
6. Communication Barriers
7. Communication Skills
Communication Levels
• 3 LEVELS OF COMMUNICATIONS
– POOR:
the message is not even received, resulting in
confusion
– GOOD:
You have gotten your message across, but the
receiver has not responded with the desired action
– EFFECTIVE:
The message is not only received, but it has
resulted in the action you wanted.
Communication
Barriers
• Barriers: Anything that distorts or interferes with
communications
Communication
Barriers
Barriers that block the effective communication.
1. Physical Barriers: Physical barriers are normally barriers
that prevents the communication from being received - items
such as noise, hearing loss, confusion, fatigue, poor
radio equipment.
2. Mental Barriers: attitudes, feeling, bias and
prejudice
For example, strong negative feelings in the cockpit can lead to a
total lack of communication.
3. Language Barriers
Results of Language
Barriers
• In 1977, at Tenerife in the Canary Islands, heavy accents and
improper terminology among a Dutch KLM crew, an American
Pan Am crew and a Spanish air traffic controller led to the worst
aviation disaster in history, in which 583 passengers perished.
• In 1980, another Spanish air traffic controller at Tenerife gave a
holding pattern clearance to a Dan Air flight by saying "turn to the
left" when he should have said "turns to the left" - resulting in the
aircraft making a single left turn rather than making circles using
left turns. The jet hit a mountain killing 146 people.
Results of Language
Barriers
• In 1990, Colombian Avianca pilots in a holding pattern over
Kennedy Airport told controllers that their 707 was low on fuel.
The crew should have stated they had a "fuel emergency," which
would have given them immediate clearance to land. Instead, the
crew declared a "minimum fuel" condition and the plane ran out
of fuel, crashing and killing 72 people.
• In 1993, Chinese pilots flying a U.S.-made MD-80 were attempting
to land in northwest China. The pilots were confused by an audio
alarm from other system. A cockpit recorder picked up the pilot's
last words: "What does 'pull up' mean?"
Results of Language
Barriers
• In 1995, an American Airlines jet crashed into a mountain in
Colombia after the captain instructed the autopilot to steer
towards the wrong beacon. A controller later stated that he
suspected from the pilot's communications that the jet was in
trouble, but that the controller's English was not sufficient for him
to understand and articulate the problem.
• On November 13, 1996, a Saudi Arabian airliner and a Kazakhstan
plane collided in mid-air near New Delhi, India. While an
investigation is still pending, early indications are that the Kazak
pilot may not have been sufficiently fluent in English and was
consequently unable to understand an Indian controller giving
instructions in English.
Overcoming Barriers
• Use active listening techniques
• Require feedback
• Use appropriate mode of communication
• Use standard terminology
Active Listening
Techniques
• Look Interested
• Inquire with questions
• Stay on target
• Test Understanding
• Evaluate the message
• Neutralize your thoughts, feelings an opinions
Communication Skills
Most people don’t want to tell someone off as the
don’t like conflict. But in airline, by not telling the
other crew of the potential danger, you might
meet an accident.
How you could communicate
without creating a conflict?
Communication Skills
1. Opening or attract listener
2. State your concern
3. State the problem as you see it
4. State a solution
5. Obtain agreement
Communication Skills
1. Opening or attract listener- Address the individual.
"Hey Chief," or "Captain Smith," or "Bob," or
whatever name or title will get the person's attention.
2. State your concern - State what you see in a direct
manner while owning your emotions about it.
"We're low on fuel," or "I think we might have fire
extension into the roof structure."
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Communication Method
3. State the problem as you see it
"I don't think we have enough fuel to fly around this
storm system," or "This building has a lightweight steel
truss roof. I'm worried that it might collapse."
4. State a solution - "Let's divert to another airport and
refuel," or "I think we should pull some tiles and take a
look with the thermal imaging camera before we
commit crews inside."
5. Obtain agreement - "Does that sound good to you,
Captain?"
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Case Study
Cockpit voice recorder (CVR) transcript from
the 1982 crash of Air Florida Flight 90 B 737
into the Potomac River in Washington, DC.
Pilot failed to abort
takeoff
78 people killed
1982 crash of Air
Florida Flight 90 B 737
• Plane crashed immediately after takeoff in a severe
snowstorm from Washington National Airport.
• The pilots failed to switch on the engines' internal ice
protection systems, used reverse thrust in a snow storm
prior to takeoff,
• Pilot failed to abort the takeoff even after detecting a
power problem while taxiing and visually identifying ice
and snow buildup on the wings.
Cockpit Voice recorder
(CVR) transcript
15:59:51 CAPTAIN: Real cold, real cold.
15:59:58 FIRST OFFICER: God, look at that thing. That don't seem right, does it?
Uh, that's not right
16:00:09 CAPTAIN: Yes it is, there's eighty
16:00:10 FIRST OFFICER: No, I don't think that's right. Ah, maybe it is.
16:00:21 CAPTAIN: Hundred and twenty.
16:00:23 FIRST OFFICER: I don't know
16:00:39 [Sound of stick shaker starts and continues until impact]
16:00:41 TOWER: Palm 90 contact departure control.
16:00:45 CAPTAIN: Forward, forward, easy. We only want five hundred.
16:00:48 CAPTAIN: Come on forward....forward, just barely climb.
16:00:59 CAPTAIN: Stalling, we're falling!
16:01:00 FIRST OFFICER: Larry, we're going down, Larry....
16:01:01 CAPTAIN: I know it.
1982 crash of Air
Florida Flight 90 B 737
• In this example, the First Officer notices that something
is wrong with the engine instruments, but the Captain
disregards the F/O's concerns and continues with the
takeoff.
• In fact, the F/O addresses the issue of something "not
being right" six times, with one of those six almost an
acceptance of the problem. The captain, for whatever
reason, justified those "things" as being "normal" and
did not use any of the conflicting information offered by
the F/O.
• What the F/O should have done was voice his concerns in a more
assertive fashion (as the message sender, his message was not
being received).
• Typically, if something does not look right by the co-pilot, an
"abort" callout should be made and the captain should
unquestionably abort the takeoff as per the takeoff briefing.
• Would a more assertive F/O have prevented this accident?
• Was the F/O's fear of job repercussions a factor in not speaking up
to a superior (and highly experienced) Captain?
• Would the captain have even performed an abort procedure if the
F/O were more assertive? We will never know these answers. But
in its purest form, there was a lack of communication.
Exercises
• Time is late and your captain is in a hurry to
take-off in order to reach home in time to
meet the crew day deadline. But the runway
visibility is poor due to fog, as you could
hardly see 100 feet away.
a) What danger would the aircraft face if your
captain take off and
b) How would you communicate with him of this
potential danger?
Question
• Why is it that in communication, people
always say it is not what you say
but how you say it important?
Conclusion
Effective communications among the crews
in aviation is a shared responsibility which
makes aviation a whole lot safer.
Shared responsibility
•
•
•
•
•
It’s about responsibility.
It’s about airworthiness.
It’s about safety.
It‘s about professionalism.
It’s makes aviation work by holding to a standard.