Survey
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
CRM 1203 CREW RESOURCE MANAGEMENT Presentation 3: Interpersonal Skills: Communication Presented by Mohd Amirul for AMC 1 Recapitulate • Before we begins, let’s recap what we learn last session: • • • • • • • Definition of CRM Objectives of CRM Resources in CRM Importance of CRM training Role and Goal of Crew in CRM Elements of CRM Error Chain Presented by Mohd Amirul for AMC 2 Outline for the Presentation 1. 2. 3. 4. 5. 6. 7. Introduction to CRM skills Definitions of Communication Importance of Effective Communications Modes of Communication Communication Process Communication Barriers Communication Skills Presented by Mohd Amirul for AMC 3 Learning Outcomes • By the end of this session, we should be able to: – Apply the concept of effective communication and realize its importance during flight. Presented by Mohd Amirul for AMC 4 Introduction to CRM skills • CRM is concerned not so much with the technical skills but rather with the cognitive and interpersonal skills needed to manage the flight. Cognitive CRM skills Interpersonal • 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 Presented by Mohd Amirul for AMC 5 Cont. Interpersonal Skills • Communications • Teamwork Cognitive Skills • Situational Awareness • Problem Solving &Decision Making These skills somehow will overlap with each other Presented by Mohd Amirul for AMC 6 6 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 Presented by Mohd Amirul for AMC 7 What is COMMUNICATION? (Definition of 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. Presented by Mohd Amirul for AMC 8 Communication in Flight Operation communicate Cabin Crew Cockpit Crew aware communicate aware Environmental factors Internal factors Recognition of threats & danger. communicate aware Ground and Maintenance Crew ATC Tower Presented by Mohd Amirul for AMC 9 Why we need to communicate? (Function of Communication) •Send information (e.g. “ATC have instructed us to…”) •Get the feedback/ response (e.g. “checked”, “set” or “roger”) •Explain ideas/ proposals/ counter proposals/ suggestion (e.g. “I disagree. What about XX instead ) • Express feelings (e.g. “I’m not happy with”) Presented by Mohd Amirul for AMC 10 Why the Effective Communication Important? (Importance of Effective Communication) • 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 Presented by Mohd Amirul for AMC 11 *Notes • To have a communication the speaker and listener should share a common code. • 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. Breakdown in Teamwork Inadequate Inadequate Communication Communication Loss of Situational Awareness Wrong Decision AIRCRAFT ACCIDENT Presented by Mohd Amirul for AMC 12 *Do you know?? • The research done of 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. Presented by Mohd Amirul for AMC 13 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. Presented by Mohd Amirul for AMC 14 Cont. Communication Achievements • 45% of all communication is accomplished Verbally (including 38% tone or sound of voice) • 55% of all communication is achieved through Non-Verbal (body language.) VERBAL NON-VERBAL 45 % 55 % Presented by Mohd Amirul for AMC 15 Cont. *Question • Why is it that in communication, people always say “it is not what you say, but how you say it” is important? Presented by Mohd Amirul for AMC 16 Cont “it is not what you say, but how you say it” .• "It's not what you say, but how you say it" shows the importance of nonverbal communication . • Of all communication modes, nonverbal is the most important because it shows the communicator's *credibility (knowledge & sincerity on about what he say). • Generally, nonverbal factors fit into four categories: 1. Eye contact, 2. Facial expression, 3. Gestures, 4. Posture • Use of this information(non-verbal) can be important to a communicator because receivers interpret specific actions as having specific meanings. Presented by Mohd Amirul for AMC 17 Cont. What is the credibility?? • Credibility is the believability of a person as measured by another person. • Our credibility is measured by the people with whom we interact (receiver). • The receiver is taking in all communication output and summing it up to measure the sender's credibility. Presented by Mohd Amirul for AMC 18 Cont. 1. Eye Contact • Studies on eye contact and its effect on communication find that maintaining eye contact while communicating is beneficial to credibility. • Through the use of beneficial eye contact , a communicator can raise his or her credibility with the receiver. Presented by Mohd Amirul for AMC 19 Cont. 2. Facial Expression • The overall facial expression is important to a receiver’s perception of credibility. • A speaker's face must show interest and attention. Presented by Mohd Amirul for AMC 20 Cont. 3. Gestures (hand & head movements) • A speaker simply standing and talking with no motion is dull. • Beneficial gestures usually are performed with the hands, arms and head. These should be used to emphasise a point. • In short, using gestures to show participation is beneficial to improve communication. • There is no "correct" gesture for any given situation, but one of the keys to using good gestures is the appearance of spontaneity and naturalness. • In other words, gestures should be performed without nervousness. • Unnatural gestures, such as touching the body and playing with objects such as clothing or pens, are not good. Presented by Mohd Amirul for AMC 21 Cont. 4. Posture • The difference between gesture and posture is that a gesture conveys a message by using one part of the body. • Whereas a posture involves the movement of the body as a whole. • Closed postures, with features such as folded arms and crossed legs, indicate a closed personality and a lack of confidence. • Open posture, with arms spread in a relaxed manner, is a much more confident . • Like gestures, postural movements should flow with the conversation so that they look natural. Presented by Mohd Amirul for AMC 22 Communication Process Communication is an art of making yourself understood. Presented by Mohd Amirul for AMC 23 Cont. Communication Process •There are four elements in the communication process: 1. sender (speaker), 2. message, 3. receiver (listener) 4. feedback. Presented by Mohd Amirul for AMC 24 Cont. • 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. Presented by Mohd Amirul for AMC 25 Cont. Sender’s responsibilities Receiver’s responsibilities •communicating information Clearly, •acknowledge communication Correctly, Completely (3C). •repeat information •communicate in a timely manner •provide feedback •requesting verification or feedback *3 C’s of communication: •Be Correct – standard part names •Be Complete – Enough Information •Be Clear – Say what you mean say. Presented by Mohd Amirul for AMC 26 Communication Levels • 3 LEVELS OF COMMUNICATIONS GOOD: You have sending 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 (have response). POOR: the message is not even received, resulting in confusion Presented by Mohd Amirul for AMC 27 Communication Barriers Barriers • Communication Barriers: Anything that distorts or interferes with communications Presented by Mohd Amirul for AMC 28 Cont. What is the barrier of communication?? Type of Barriers that block the effective communication: 1. Physical Barriers • e.g. noise, hearing loss, confusion, fatigue, poor radio equipment. 2. Mental Barriers • e.g. strong negative feelings in the cockpit can lead to a total lack of communication. 3. Language Barriers Presented by Mohd Amirul for AMC 29 Cont. Results of Language Barriers (Case Study) • 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. Presented by Mohd Amirul for AMC 30 Cont. • 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. Presented by Mohd Amirul for AMC 31 Cont. Overcoming Barriers • Use active listening techniques (*LISTEN) • Require feedback – E.g. asking back if you don’t understand the instruction or saying ‘roger’ if you understand. • Use appropriate mode of communication – Verbal or non-verbal. Which one the most effective. • Use standard terminology – Use the word/code that are easy to understand depends on the level of knowledge. Presented by Mohd Amirul for AMC 32 Cont. • • • • • • *Active Listening Techniques (LISTEN) Look Interested Inquire with questions Stay on target (focus) Test Understanding Evaluate the message Neutralize your thoughts, feelings an opinions – Avoid biasness, prejudice etc. Presented by Mohd Amirul for AMC 33 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? *Conflict means a serious disagreement or argument. It can have a serious effect on decision making quality. Presented by Mohd Amirul for AMC 34 Cont. How you could communicate without creating conflict? Communication Skills!!! Presented by Mohd Amirul for AMC 35 Cont. Communication Skills: 1. Opening or attract listener- Address the individual. • E.g: "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. • E.g. "We're low on fuel,“-direct “I think our aircraft got the problem,“-indirect Presented by Mohd Amirul for AMC 36 36 Cont. 3. State the problem as you see it • E.g. "I don't think we have enough fuel to fly around this storm system," 4. State a solution • E.g. "Let's divert to another airport and refuel," 5. Obtain agreement • E.g. "Does that sound good to you, Captain?" Presented by Mohd Amirul for AMC 37 37 Case Study: Crash of Air Florida Flight 90 B 737 1982 Cockpit voice recorder (CVR) transcript from the 1982 crash of Air Florida Flight 90 B 737 into the Potomac River in Washington, DC. Caused: Pilot failed to abort takeoff) Fatality: 78 people killed Presented by Mohd Amirul for AMC 38 Cont. Description of the events: • 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. Presented by Mohd Amirul for AMC 39 Cont. Cockpit Voice Recorder (CVR) transcripts 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. 16:01:01 [Sound of impact]!!!!!Presented by Mohd Amirul for AMC 40 Cont. • 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" several times, with one of those times 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. Presented by Mohd Amirul for AMC 41 Cont. • 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. Presented by Mohd Amirul for AMC 42 Group Activity 1: (based on previous case study of crash of Air Florida Flight 90 B 737 1982) • In your group please make correction of the situation’s transcripts previously and try to practice them (verbal and non-verbal). Presented by Mohd Amirul for AMC 43 Group Activity 2 (Case study) • 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 ? b)How would you communicate with him of this potential danger? Presented by Mohd Amirul for AMC 44 Cont. • In your group please provide a transcripts and try to practice them. Presented by Mohd Amirul for AMC 45 Conclusion Effective communications among the crews in aviation is a *shared responsibility which makes aviation a whole lot safer. Presented by Mohd Amirul for AMC 46 *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. Presented by Mohd Amirul for AMC 47 Key Points 1. 2. 3. 4. 5. 6. 7. CRM skills Definitions of Communication Importance of Effective Communications Modes of Communication Communication Process Communication Barriers Communication Skills Presented by Mohd Amirul for AMC 48 End of Presentation #3 Q/A session Presented by Mohd Amirul for AMC 49 Task • For each group please study the journal given on Evaluation of CRM program and present it in the class next week. – – – – Duration: 1 week Presentation Duration: 5-10 minutes each group Presentation aid: Power point ( submit the softcopy after the presentation) Outcome: Student will understand the origin of CRM training for flight crews in the early 1980’s , its evaluation and current CRM training practiced in commercial aviation. – Other info.: each group for each evolution. – Suggested point to be includes: Program’s objectives, focus/main concern, problem/lack, concept, time start etc. *journal will be posted in e-group by Friday. Presented by Mohd Amirul for AMC 50 Quotes of the Day We need to have people up there who can communicate what it feels like, not just pilots and engineers. — Buzz Aldrin (born Edwin Eugene Aldrin, Jr), quoted in The Real Mars, 2004. Presented by Mohd Amirul for AMC 51