Crew Resources ManagementLecture 9: CRM Principles

Three Major CRM Principles

• Basic CRM principles are:• COMMUNICATION• LEADERSHIP• TEAM CONCEPT

COMMUNICATION

Introduction

• The most important aspect of CRM is interpersonal communication.

• It is the responsibility of all crew members to communicate effectively.

• Actually, communication is more than speaking clearly with proper phraseology.

• It also means making the other person understand what you are saying.

• As well as you understand what the other person is saying because it can mean the safety of flight.

Five important aspects of communications

• There are five important aspects of communications to which aircrew should be proficient to be good resource managers and decision makers.

• These five aspects are:1. Advocacy2. Listening3. Inquiry4. Critiques5. Conflict Resolution

Advocacy

• Advocacy means a person who publicly supports or recommends a particular cause.

• It refers to the need to state what you know or believe in a forthright(direct) manner.

• Your statement can also be convinced by the fact.• The examples are United Airlines accident in Portland

and Air Florida accident in Washington.• In both cases the pilot’s decision were resulted from the

crew members that did not apply the advocacy aspect.

Listening

• Listening requires more than passive attention.• It requires the listener to be more open up, actively

inquire through questions and respond appropriately (agreement, acknowledgment & disagreement).

• Also always accepting that what the sender said may be true to the other person.

• It is important to be active listeners because it can result better communication, safety, relationships, decision making and harmony.

Inquiry• Inquiry means an act of asking for information or act of

investigation.• It is important because it represents the beginning point for

making effective decisions.• Good decisions are based on good information.• For example, in the cockpit, information comes from the visual

scan of the flight instruments and questioning other crew members or ATC.

• Egos aircrew are often reluctant to ask for clarification because it may reflect badly on their intellect.

• The example is Air Florida accident in Washington where the captain did not ask more clarification from the co-pilot.

Critique

• A Critique is necessary because it teaches us how to improve.• To improve our cognitive and interpersonal skills we need

feedback in the form of a critique from our fellow crew members.

• How should a critique be done?– 1st –All members of crew should know to expect a critique.– 2nd-Try to reduce pain and embarrassment during giving

the critique.– 3rd- The critique should consist of frank discussions among

the crewmembers.• The attitude and reactions of the person receiving the critique

may be just as important as the person giving the critique.

Conflict Resolution• Conflict means a serious disagreement or argument. It can have a

serious effect on decision making quality.• Conflict can be advantages if it is handled right.

• Conflict Resolution means how to resolve the conflict.• The proper way to resolve the conflicts is TO:

– Have a policy of crew coordination that is known and accepted by everyone.

– Bring out all issues of disagreement. Acknowledge and express all feelings that are block your thinking.

• Properly handled conflict resolution is the key to highest level of problem solving.

• It leads to deeper thinking, creative new ideas, respect each other, and higher self-esteem which strengthens the effectiveness

Leadership

Leadership

• 2nd essential part of CRM principle is leadership.

• Each member of the crew must recognize that he or she has a leadership responsibility that is important to effective decision making. “No matter which position you occupy in the

crew you must learn to become a leader in that position”

What is Leadership

What is Leadership

"Leadership: the art of getting someone else to do something you want done because he wants to do it."

Dwight D. Eisenhower“Leaders have followers”

Bill Gore, Founder, W. L. Gore and Associates

What is Leadership

• Leadership is a process by which a person influences others to accomplish an objective and directs the organization in a way that makes it more organized and consistent.

We have Many Kinds of Leaders

• Political• Military• Business• Academic• Religious• Sports• Statistical Leaders• And many more

What makes a Leader? • A leader is a person whose ideas and actions influence the thought

and the behavior of others. • This is accomplished through the use of examples, persuasion, and

an understanding of the goals and desires of the group. • Leadership involves teamwork so the quality of a leader depends on

the success of the leader's relationship with the team. The quality of the team will be affected by the quality of the leader. `

• Leadership is needed to effectively understand and cope with a variety of situations.

• Personality or attitude clashes within a crew complicate the task of a leader and can have an influence on both safety and efficiency.

• Aircraft accident and incident investigations have demonstrated that personality differences can influence the behavior and performance of crew members.

So What Do Leaders Do?

Leaders Lead People1. Provide Direction

- - Leaders show the way to achieve desired Leaders show the way to achieve desired VISION, OBJECTIVES,GOALS & STRATEGY.VISION, OBJECTIVES,GOALS & STRATEGY.• Objective-How we will win, • Goals-How much, by when• Strategies-What we will focus on

2. Communicate The Direction

- - Leaders develop understanding and hopeLeaders develop understanding and hope• What benefits we expect to get

Definition

• Vision – What the organization wants to become

• Objectives – What we have to do to be successful.

• Goals – Numerical targets that enable the organization to meet its objectives

• Strategy – How we will achieve our objectives

Leaders Lead People

3. Enable & Coach

- Leaders set people up for success- Leaders set people up for success• Provide resources (people, time, $$$)• Provide training (Provide training (build needed skills)

4. Ensure results meet objective

- - Leaders catch people doing things rightLeaders catch people doing things right• Psychological rewards• Financial rewards

Quotes on Leadership

“Leadership and learning are indispensable to each other.”John F. Kennedy

November 22, 1963

“The speed of the leader determines the rate of the pack”“It is the capacity to develop and improve their skills that

distinguishes leaders from their followers.”Warren Bennis and Bert Nanus

“You can manage what you cannot understand, but you cannot lead it.”

Myron Tribus

Quotes on Leadership

“The best coaches know what the end result looks like.--If you don’t know what the end result is supposed to look like, you can’t get there.”

Vince Lombardi“Hey, Wait a Minute”

John Madden p224

“Failing to prepare is preparing to fail”John Wooden

“The secret of success is constancy of purpose”Benjamin Disraeli

“Life is like a dog sled team. If you’re not the lead dog the view never changes.”

Anonymous

Ways to Develop Leadership Skills

• Read books and articles• Attend courses• Discuss the subject with colleagues • Practice, Practice, Practice, ……….• Place an increased focus on enhancing your leadership skills• Be on the lookout for examples - good and bad - of leadership that you can use as a model• Best way to learn to lead is to do it - Be on the lookout for your opportunityyour opportunity!

Can I Be Successful?

“Never doubt that a small group of committed people can change the World. Indeed, it is the only thing that ever has”

Margaret Mead

TEAMWORK

Teamwork

• 3rdessential part of CRM principle is teamwork.• Teamwork is “The process of working together with a

group of people, in order to achieve a goal.”• An effective method for maximize team performance

is through small group attempts to achieve “synergy” in problem solving.

• Synergy means that the team performance is better than that the best individual performance within the group.

‘Team’ concept

• One of the most important functions of an effective leader is to develop a ‘team’ concept within his group.

• Team concept means a feeling or motivation to accomplish team goals over the individuals goals.

• The reason is because to share the work so as to get the task done in a more timely & effective way.

Question

• Explain three major CRM principles that need to be adopted by all aircrews. (8M)

• Explain about 5 important aspects of communications: Advocacy, Listening, Inquiry, and Critiques & Conflict Resolution. (7M)

“If You Can’t Change Your Mind You Can’t Change Anything”--George B.

Shaw