Crew Resources Management

							Crew Resources
 Management


        Interpersonal Skills:
            TEAMWORK
Learning Objectives

By the end of this session, you will be able to
• Understand the importance of TEAMWORK in aircraft
  operations.
Outlines

• Teamwork principles
• Advantages and Challenges in
  Teamwork
• Leadership/Followership
• Teamwork in Flight 232-Crash
  Landing (187/298 survived)
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




                                            5
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
What is TEAMWORK

“The process of working together with a group
     of people, in order to achieve a goal.”

“The ability to establish positive interpersonal
  relations between crew members and their
   active participation in fulfilling the tasks.”
Good Teamwork
Practice
• Establishes atmosphere for open
  communication and participation.
• Encourages inputs and feedback from
  others.
• Does not compete with others.
In good teamwork,
Aircrew Must…….
• Agree and are clear on the team’s objectives and
  members’ roles.

• Friendly, enthusiastic, motivating and
  considerate of others.

• Use initiative, give direction and take
  responsibility when required.
In good teamwork,
Aircrew Must…….
• Are open and honest about thoughts, feelings
  and intentions.
• Give and receive criticism and praise well.
• Confidently do and say what is important to
  them.
• Demonstrate respect and tolerance for other
  people.
• Involve others in the planning and
  implementation
Poor Teamwork
Practice
• Blocks open communication.
• Keeps barriers between crew members.
• Competes with others.

 Perception of poor teamwork by one
 member is enough to change dynamics
                of team.
Advantages of Effective
Teamwork
Effective teamwork has several positive sides
• The more eyes and ears the better
• Fewer and shorter delays
• Increases in morale
• Increase in job satisfaction
• Increase efficiency
Aircrew Coordination

Aircrew co-ordination is also the advantage of
  teamwork .Its major benefits are:
• An increase in safety: by detect and avoiding individuals
  errors
• An increase in efficiency by use of all existing resources,
  which improves the in-flight management. Also allows
  crew to interact effectively while performing mission
  tasks
Challenges in Teamwork

Different team members
• Flight crews do not always involve the same individuals
  on a regular basis. Teams, therefore, have little
  opportunity to grow and form over time, perhaps only an
  hour before the flight.
Different age an experience
• There may be a large difference in age and experience
  between the various team members. Examples:
   – younger, less experienced co-pilot may be unwilling to
     challenge or query the Captain's actions in any way.
   – cabin crew may be unwilling to 'bother' the cockpit crew with
     concerns.
Leadership/Followership

• Leadership
  –   The ability to direct and coordinate the activities of other
      crew members, and to motivate the crew to work together as
      a team in order to ensure a safe, efficient and successful
      outcome


• Followership
  –   They should be exercised in a supporting role without
      undermine or offend the leader.
Effective Leadership

• Make suggestions
•   Balance Assertiveness
•   Assign tasks to all the crew
•   Making the crew want to perform activities
•   Leading by inspiration and example
•   Focus attention on critical aspects of the situation
•   Keep crew informed of mission information
•   Ask crew for mission relevant information
•   Admit mistakes
Remember

• Leadership is not solely the responsibility of the pilot -
  each crew member has specialized duties and
  qualifications

• It is the leader’s responsibility to ensure the crew works
  together as a team

• Feedback should be given on both good and bad
  performance
Effective Followership

• Respect the authority (Leader)
• Balance Assertiveness
• Accept Orders
• Admit Errors
• Provide Feedback
Assertive Behaviors

Assertiveness
• Providing relevant information without being
  asked
• Making suggestions
• Asking questions as necessary
• Maintain position when challenged
• Stating opinions on decisions (clearly and firmly)
• Refusing an unreasonable request (Able to say
  “NO”
Remember

• Each aircrew member must be willing to act
  assertively if they are going to fulfill their
  responsibility towards mission success
• Use assertive statements rather than aggressive
  or passive behavior
• It’s what you don’t say that can kill you
Successful Teamwork

 Successful teamwork is achieved when the
   output of the team is greater than that
 which could be developed by the sum of the
   efforts of the individual crew members
                    acting in.




                                          21
Conclusion

• Effective teamwork is produced by a
  process of interaction between crew
  members, whereby each individual is
  encouraged to contribute in the most
  effective way to the overall task of the
  team.
Conclusion


 Consequently, good communications within
   the group, a high degree of situational
  awareness and a full understanding of the
 decision-making process by all members of the
     group are all fundamentals for create the
  effective performance of the team as a whole.
Case Study: Teamwork in
Flight 232, (July 19, 1989)
• Although the aircraft crashed, the crew managed to land on a
  runway saving 187 of 298.




A United Air Lines DC-10 crashed at Sioux City, Iowa after an engine explosion
                caused the total loss of all hydraulics system.
Synopsis

• United Flight 232 destination is from Denver to Chicago.
• About 1 hour and 7 minutes after takeoff the crew heard a loud
  bang, followed by vibration and a shaking of the airframe.
• It then appeared that the hydraulic pressure was zero.
• An emergency was declared, and vectors to Sioux City were given
  by Minneapolis Air Traffic Controllers.
• An off-duty pilot was travelling on Flight 232 and offered his
  assistance.
Synopsis

• UAL 232 had a terrible failure of a fan disc in their #2 tail
  mounted engine.
• This failure caused a total loss of hydraulic system.
  Function of the hydraulic system is to operate the flight
  control systems (aileron, elevator & rudder)
• Loss of hydraulic system causes the aircraft can’t be
  controlled.
Key Player

• Key Player:
   – Cockpit Crew: Captain, First Officer (co-pilot) &
     Flight Engineer
   – Air Traffic Controller
   – Ground Crew: Aircraft Fire & Rescue Services,
     Ambulance & Health professionals
Five Team Factors

5 key factors contribute to the successful teamwork of any
       crisis situation.
1.    Luck
2.    Cooperation
3.    Communication
4.    Preparation
5.    Execution
Factors contribute to the
successful teamwork in Flight
232 accidents
• Cockpit Crew cooperation in handling the aircraft.
• Cabin Crew cooperation in handling and
  preparing the passengers for evacuation.
• Pilot and ATC communication:
  – ATC direct the aircraft to the nearest runway airport
    (Sioux City Airport). Ensure the aircraft not hit the city.
• Ground Crew preparation:
  – Ready for fire and rescue services
  – Notify the emergency hospitals and ambulance
Teamwork : The Miracle of
Flight 232
• Working effectively as a part of a team can be one of the
  most difficult tasks to accomplish, especially since
  everyone seems to have unique personalities and their
  own ways of getting the job done.
• Effective teamwork can mean many successes for the
  group and the company as a
• But how well does your group really work together?
• How well will your group be able to handle a problematic
  situation when only a few members of your team seem
  willing to give their best?
What Is It?

• Although disastrous, Flight 232 could have been
  even more tragic if not for the preparation,
  cooperation, and communication of the Sioux
  City community.
Why It Might Be Good
For You
• Teams at any level within an organization will be
  able to handle any crisis situation if they are
  willing to prepare for it and cooperate and
  communicate with each other when it happens.

• In other words, teams who do not have fully
  committed team members risk the chance of
  opening themselves up to an inability to manage
  potential disasters.
Remember

• Co operation in team work is a crew effort

• Failure to create an effective teamwork can
  result in a failed mission or a mishap
Video Study

• This video is a great way of demonstrating how
  preparation, cooperation, and communication
  can work for any team, no matter how difficult
  the situation.

• In addition, it helps facilitate brainstorming and
  discussion among group members, hopefully
  generating ways in which team building and
  performance can be enhanced.