“Oh, I believe in resource management all right….. You’re the resource and I’m the management” © Global Air Training Limited 2010

Personality Triangle ASSERTIVE SUBMISSIVE (Respect for self & others) (Low respect for self) AGGRESSIVE (Low respect for others) ASSERTIVE (Respect for self & others) © Global Air Training Limited 2010

Situation & Response The date has just been set for the next rostering committee of which you are a member. You are keen to attend but the proposed date accepted by everyone else, means you cannot attend. When the Chief Pilot says “is that OK for everyone then ? “Well all right, as it seems to be convenient to everyone else” You are delayed by ATC congestion and re-routing. When you land, your Captain asks you for a lift home. It’s inconvenient to you as you are late already and the drive will take you out of your way. I’m about 20 minutes late so I won’t be able to take you home but if it helps, I can drop you off at the nearest bus stop or the train station on route. The Chief Pilot asks you what went wrong when you were called in off your standby at 06:00hrs but the flight didn’t depart until 10:00hrs You wasted a lot of my time. You never even told me that fuel isn’t avail on a Saturday until after 09:00 © Global Air Training Limited 2010

P.A.C.E P Probe A Alert C Challenge E Emergency © Global Air Training Limited 2010

There are 2 rules on this aircraft The Captain is ALWAYS right Rule 2 See Rule 1 © Global Air Training Limited 2010

Consequences of Conflict     Consequences of Conflict Good Side of Conflict Bad Side of Conflict Properly managed, conflict can be beneficial Conflict is the root of change People learn and grow as a result of conflict Conflict can provide diagnostic information about problem areas After conflict, closer unity may be reestablished Prolonged conflict can create excessive stress and be injurious to your physical and mental health Conflict diverts time, energy and money away from reaching important goals Conflict often results in self interest at the expense of the organization Intensive conflict may result in lies and distorted information © Global Air Training Limited 2010

Conflict Cycle Conflict Behaviour Consequences Trigger Events Issues Other employees are upset and begin complaining. Motivation and productivity of all employees decreases. Trigger Events Issues Argue with each other and complain to manager. Two employees not satisfied with rosters Issues Monthly posting of the work schedules. © Global Air Training Limited 2010

- & + Language "We regret to inform you that we cannot process your application to register your business name, since you have neglected to provide sufficient information. Please complete ALL sections of the attached form and return it to us.“ "To register your business name, we need some additional information. If you return the attached form, with highlighted areas filled in, we will be able to send you your business registration certificate within two weeks. We wish you success in your new endeavor.” © Global Air Training Limited 2010

Eisenhardt, Harvard Business School Good Conflict in Teams They focus on issues and fair process They use more rather than less information They develop multiple alternatives to enrich debate They establish common goals They maintain a balanced power structure They resolve issues without forcing consensus Eisenhardt, Harvard Business School © Global Air Training Limited 2010

Characteristics & Styles Goal directed Wanting to get the job done Person directed Interested in people Effectiveness directed Ability to achieve a high output © Global Air Training Limited 2010

© Global Air Training Limited 2010

Interruptions & Distractions Recognize conversation is a powerful distracter. Recognize head-down tasks greatly reduce ability to monitor other pilot and status of aircraft. Schedule/reschedule activities to minimize conflicts, especially during critical moments. If 2 tasks must be performed concurrently, scan & avoid letting attention linger too long on either task. Treat interruptions as red flags. Explicitly assign PF and PNF responsibilities, especially in abnormal situations. © Global Air Training Limited 2010