self-control in cabin crew performance · 2019-11-19 · cabin crew exhibit a higher level of...
TRANSCRIPT
Self-control in Cabin Crew Performance
How to Train for Professionalism and Deliberate
Calm in Emotionally Charged SituationsEATS 2019 Malgorzata Hunter (Gosia)
2
8 BOEING 787-8 DREAMLINER
/ RR TRENT 1000 PACK B & PACK C
5 + 10 BOEING 737 MAX 8
7 BOEING 737-800 NG
3 BOEING 737-400
15 EMBRAER 1956 + 3 BOEING 787-9 DREAMLINER
/ RR TRENT 1000 PACK TEN
12 EMBRAER 175
6 EMBRAER 170
12 BOMBARDIER Q400
11 BOMBARDIER CRJ 900
2 BOMBARDIER CRJ 700ER
In cooperation with Regional Jet (Estonia)
4 EMBRAER 190
HIGH FLEET FRAGMENTATION REMAINS ONE OF THE SOURCES OF FURTHER GROWTH OF EFFECTIVENESSEATS 2019 – Areas of focus
2
3
4
Self-control – why is it so important?
Impact of emotions on cognition –what leads to loss of self-control?
Reseach results – what did we learn?
How to train for self-control?
1
Definition of self-control
SELF-CONTROL
WillpowerSelf-
regulationExecutive
control
Self-control in Cabin Crew Performance:
An ability to manage impulsive and/or emotional responses by aircrewin order to engage logical decision-making and adherence to SOPs,especially when facing unexpected, unusual or highly stressful events.
Responses demanding self-control
Decision-making and problem solving — crucial in making logical and rational choices
Controlling thoughts and managing emotions —essential to resilience development
Dealing with difficult passengers — alignment of behavior with company standards
Avoiding aggression while being verbally or physically abused
Managing frustration - when reality does not match theperception of how it should emerge
Protecting brand image and reputation —managing indirect cost
1
2
3
4
5
6
Impact of emotions on cognition
P E R C E P T I O N
Emotional responses in human brain – possiblility of Amygdala Highjack
United Kingdom Civil Aviation Authority (2016). Flight-crew human factors handbook. CAP 737
LIMBIC
SYSTEMREPTILIAN COMPLEX
NEOCORTEX
OUTPUTPROCESSINPUT
Self-control and System 1 and 2
SYSTEM 2 - SLOW
▪ Automatic▪ Intuitive▪ Effortless▪ Emotional ▪ Subconscious
▪ Controlled▪ Effortful ▪ Analytical▪ Cool
One of the tasks of System 2 is to overcome the impulse of System 1.In other words, System 2 is in charge of self-control.
SYSTEM 1 - FAST
Kahneman, D. (2011) Thinking Fast and Slow, p. 26
Self-control and decision-making
Application of self-control leads to
more effective decision-making:
▪ Emergency – deliberate calm
▪ Routine operation – adherence to SOPs
Barriers to self-control in decision-making
▪ Cognitive overload
▪ Emotional exhaustion
▪ Physical condition
▪ Stress and fatigue
▪ Ego depletion
9
Amygdala Highjack – industry example
Self-control - Qualitative Research
Impulsivity
Temper
Resilience
Self-awareness
Self-centered
Sensitivity to context
Survey research – what did we learn?
Cabin crew exhibit a higher level of self-control in work
environment than in their private life.
The more professional experience gained by cabin crew,
the greater level of self-control exhibited at work.
The accountable aircrew members (Supervisors) exhibit
a higher level of self-control than their colleagues of a
lower grade or lesser responsibility level.
Pilots exhibit a higher level of self-control than cabin crew.
H1
H2
H3
H4
Training for self-control – implementation
1
2
3
4
Initial Course – Safety procedures
Initial Course – Customer service
Senior Promotion Course
CRM – Training elements relevant to the individual cabin crew member
Training methods for self-control
Anticipation/Prevention
Sanchez et al. (2016) Surgical Patient Care. Improving Safety, Quality and Value, p.149
Tools and methods enhancing the recovery process
from unforeseen situations and unwanted biological
impulses; application of self-control skill in emotionally
charged situations.
An approach in which errors can be eliminated or
precluded by using tools of science to better control the
behavior of individuals to perform safely and efficiently.
1
2 Containment/Resilience
Anticipation/Prevention
Emotionalgranularity
Non-reactivity
ABC Please
Barrett, L.F. (2017) How emotions are made. The secret life of the brain, Houghton Miffin Harcourt, New York
Anticipation/Prevention
▪ Accumulate positive emotionsA
▪ Build expertise B
▪ Cope aheadC
▪ Promote well-beingP
▪ Limit illnessL
▪ Eat healthyE
▪ Avoid mind-altering substancesA
▪ Sleep healthyS
▪ Exercise regularlyE
Narayanan, Gitanjali & Shaima. N, (2018) ‘A Transdiagnostic Approach to Interventions in Addictive Disorders - Third wave therapies and other current interventions’ Indian Journal of Psychiatry, vol.60. no.10
Containment/Resilience
Segerstrom, S.C., Hardy, J.K., Evans, D.R. and Winters, N.F. (2012) ‘Pause and plan: Self- regulation and the heart’, American Psychological Association, Washington DC, pp. 181- 198 Mischel, W. (2014) The Marshmallow Test. Understanding Self Control and How To Master It, Penguin Random House UK
Non-reactivity
IF-THEN
Implementation Plan
Pause and Plan Response
Containment/Resilience
Barrett, L.F. (2017) How emotions are made. The secret life of the brain, p.25
18
8 BOEING 787-8 DREAMLINER
/ RR TRENT 1000 PACK B & PACK C
5 + 10 BOEING 737 MAX 8
7 BOEING 737-800 NG
3 BOEING 737-400
15 EMBRAER 1956 + 3 BOEING 787-9 DREAMLINER
/ RR TRENT 1000 PACK TEN
12 EMBRAER 175
6 EMBRAER 170
12 BOMBARDIER Q400
11 BOMBARDIER CRJ 900
2 BOMBARDIER CRJ 700ER
In cooperation with Regional Jet (Estonia)
4 EMBRAER 190
HIGH FLEET FRAGMENTATION REMAINS ONE OF THE SOURCES OF FURTHER GROWTH OF EFFECTIVENESS
18
Summary points – good to remember
2
3
4
Self-control – why is it so important?
Impact of emotions on cognition –what leads to loss of self-control?
Reseach results – what did we learn?
How to train for self-control?
1
18
8 BOEING 787-8 DREAMLINER
/ RR TRENT 1000 PACK B & PACK C
5 + 10 BOEING 737 MAX 8
7 BOEING 737-800 NG
3 BOEING 737-400
15 EMBRAER 1956 + 3 BOEING 787-9 DREAMLINER
/ RR TRENT 1000 PACK TEN
12 EMBRAER 175
6 EMBRAER 170
12 BOMBARDIER Q400
11 BOMBARDIER CRJ 900
2 BOMBARDIER CRJ 700ER
In cooperation with Regional Jet (Estonia)
4 EMBRAER 190
HIGH FLEET FRAGMENTATION REMAINS ONE OF THE SOURCES OF FURTHER GROWTH OF EFFECTIVENESSSummary points – good to remember
3
4
Emotions have a great impact on decision-making
Self-control in cabin crew performance is essential
Self-control is like a muscle – should be trained
Training methods for self-control:
• Anticipation/Prevention
• Containment/Resilience
2
1
