crew resource management lt andre towner u.s. coast guard
TRANSCRIPT
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Crew Resource Crew Resource Management Management
LT Andre TownerLT Andre Towner U.S. Coast Guard U.S. Coast Guard
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Crew Resource ManagementCrew Resource Management
The application of personal The application of personal & team management concepts & team management concepts
in the flight environment.in the flight environment.
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BACKGROUNDBACKGROUND
1979 NASA Workshop revealed human 1979 NASA Workshop revealed human error link in majority of accidentserror link in majority of accidents
1981 United Airlines initiated the first 1981 United Airlines initiated the first comprehensive CRM Programcomprehensive CRM Program
Other airlines and military soon followedOther airlines and military soon followedNo formalized General Aviation CRM No formalized General Aviation CRM
Programs Programs
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Principles of CRMPrinciples of CRM
SSituational Awarenessituational Awareness
CCommunicationsommunications
AAssertive Behaviorssertive Behavior
RRisk Assessment & Risk Managementisk Assessment & Risk Management
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CRM Principle - S.A.CRM Principle - S.A.
Situational AwarenessSituational Awareness…?…?
……is the realistic understanding of all is the realistic understanding of all factors which affect the safety and factors which affect the safety and effectiveness of your aircraft.effectiveness of your aircraft.
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CRM Principle - S.A.CRM Principle - S.A.
SASA
What’s What’s happeninghappening
What What might might
happenhappen
What has What has happenedhappened
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CRM Principle - S.A.CRM Principle - S.A.
Situational Awareness - Why?Situational Awareness - Why?
NASA/FAA data shows that SA loss is the NASA/FAA data shows that SA loss is the cause of over 80% of all aircraft accidents.cause of over 80% of all aircraft accidents.
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CRM Principle - S.A.CRM Principle - S.A.
What are the “Loss of S.A.” flags?What are the “Loss of S.A.” flags?
Not CommunicatingNot Communicating Ambiguity Ambiguity
Failure to meet targets ConfusionFailure to meet targets Confusion
Deviating from StandardsDeviating from Standards Not addressing discrep’s Not addressing discrep’s
Violating MinimumsViolating Minimums Preoccupation Preoccupation
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CRM Principle - S.A.CRM Principle - S.A.
What do you do when you suspect you What do you do when you suspect you have have lostlost S.A.?S.A.?
ReactReact RegainRegain ReconstructReconstruct
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CRM Principle - CommunicationCRM Principle - Communication
Elements of Communication SkillsElements of Communication Skills
The most obvious of the CRM principles. The most obvious of the CRM principles. And, the easiest to affect through And, the easiest to affect through training.training.
““Say what you mean, mean what you say.”Say what you mean, mean what you say.”
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CRM Principle - CommunicationCRM Principle - Communication
Apply the A-B-C’s of communicationApply the A-B-C’s of communication
AccurateAccurate BoldBold ConciseConcise
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CRM Principle - CommunicationCRM Principle - Communication
NASA Communication ModelNASA Communication Model
55%55%38%38%
7%7%
Body LanguageBody LanguageToneTone
VerbalVerbal
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CRM Principle - CommunicationCRM Principle - Communication
AVIATION SPECIFIC PROBLEMSAVIATION SPECIFIC PROBLEMS
* Body Language Limitations* Body Language Limitations
- 55%- 55% 0% 0%
* Tone Limitations* Tone Limitations
- 19%- 19% 19% 19%
* Verbal* Verbal
7%7%
Aviation Effectiveness =Aviation Effectiveness = 26%26%
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CRM Principle - CommunicationCRM Principle - Communication
How Do We Overcome these Communication Limitations How Do We Overcome these Communication Limitations in the Aircraft?in the Aircraft?
Verbal Becomes Verbal Becomes PRIMARYPRIMARY Mode of Communications. Mode of Communications.
Verbal
81%
Tone
19%
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CRM Principle - CommunicationCRM Principle - Communication
HOW? HOW?
Standard ProceduresStandard Procedures Standard PhraseologyStandard Phraseology Check List UseCheck List Use
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CRM Principle - AssertivenessCRM Principle - Assertiveness
Elements of Assertive Behavior Elements of Assertive Behavior
Authority with Participation. Assertiveness Authority with Participation. Assertiveness with Respectwith Respect
The The genuine, complete & direct genuine, complete & direct communicationcommunication of ideas, wants & needs. of ideas, wants & needs.
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CRM Principle - AssertivenessCRM Principle - Assertiveness
The Assertive StatementThe Assertive Statement
Open-up; get their attentionOpen-up; get their attentionState concern as “owned emotion”State concern as “owned emotion”State the problem - real or perceivedState the problem - real or perceivedOffer a solutionOffer a solutionObtain agreement/closureObtain agreement/closure
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CRM Principle - Risk CRM Principle - Risk
Risk ManagementRisk Management
RISK is a factor of:RISK is a factor of:ProbabilityProbability
SeveritySeverityExposureExposure
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Risk ManagementRisk Management
Risk Management rulesRisk Management rules::
Integrate Risk Management throughout; Integrate Risk Management throughout; Planning, Enroute & ApproachPlanning, Enroute & Approach
Accept no unnecessary riskAccept no unnecessary riskMake risk decisions at the correct timeMake risk decisions at the correct time
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ROADBLOCKSROADBLOCKS
CHAIN OF ERRORS: Often the key is to CHAIN OF ERRORS: Often the key is to recognize the chain developing-then a recognize the chain developing-then a crewmember can act to change the crewmember can act to change the situation. situation.
BREAK THE CHAINBREAK THE CHAIN
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ROADBLOCKSROADBLOCKS
HAZARDOUS ATTITUDES: Attitudes HAZARDOUS ATTITUDES: Attitudes that impede effective CRM.that impede effective CRM.– Macho - “I can do it.”Macho - “I can do it.”– Anti-Authority - “Don’t tell me.”Anti-Authority - “Don’t tell me.”– Impulsivity - “Do something -quickly!”Impulsivity - “Do something -quickly!”– Resignation - “What’s the use?”Resignation - “What’s the use?”– Missionitis - “Let’s press on.”Missionitis - “Let’s press on.”
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ROADBLOCKSROADBLOCKS
FATIGUE: Widely recognized enemy of FATIGUE: Widely recognized enemy of pilots and crewmembers.pilots and crewmembers.– A low frustration thresholdA low frustration threshold– Degraded coordinationDegraded coordination– Slowness in responseSlowness in response– CarelessnessCarelessness– Acceptance of low standards of Acceptance of low standards of
accuracyaccuracy
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ROADBLOCKSROADBLOCKS
STRENGTH OF AN IDEA: Tendency to STRENGTH OF AN IDEA: Tendency to unconsciously make the available unconsciously make the available evidence fit a preconceived situation; to evidence fit a preconceived situation; to see or hear what we want to hear, and see or hear what we want to hear, and substitute that for reality. It can take 15 substitute that for reality. It can take 15 seconds to “break” an idea that has been seconds to “break” an idea that has been ingrained, but is incorrect.ingrained, but is incorrect.
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TOOLS TO AID IN CRMTOOLS TO AID IN CRM
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TEAM WORKTEAM WORKControllersControllers
Other AircraftOther Aircraft
PassengersPassengers
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PERSONAL MONITORINGPERSONAL MONITORING “I’M SAFE”“I’M SAFE”
ILLNESSILLNESS
MEDICATIONMEDICATION
SLEEPSLEEP
ALCOHOLALCOHOL
FATIGUEFATIGUE
EATING/EXERCISEEATING/EXERCISE
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Principles of CRMPrinciples of CRM
SSituational Awarenessituational Awareness
CCommunicationsommunications
AAssertive Behaviorssertive Behavior
RRisk Assessment & Risk Managementisk Assessment & Risk Management
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CRM RESOURCESCRM RESOURCES
Cockpit Resource Management: The Private Cockpit Resource Management: The Private Pilot's Guide by Pilot's Guide by Thomas P. TurnerThomas P. Turner
http://www.ntsb.gov/aviation/aviation.htmhttp://www.ntsb.gov/aviation/aviation.htm
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Superior pilots use superior judgment to Superior pilots use superior judgment to avoid situations which require them to avoid situations which require them to
use their superior skillsuse their superior skills