CRM 1204 CREW RESOURCE MANAGEMENT Presentation 5: Interpersonal Skills: Teamwork Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Learning Outcomes At the end of this lecture, student should be able to: Practice the concepts of good teamwork and appreciate the importance of teamwork as elements of the flight operations Presented by Mohd Amirul for AMC

Outline for the Presentation CRM skills (review) Teamwork Synergism Element in the Team Skills of Teamwork Advantage of Effective Teamwork Challenge of Teamwork Group Activity (Case Study) Conclusion COMMUNICATION The ability to clearly and accurately send and acknowledge timely information, instructions, or commands, and provide useful feedback Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC CRM skills 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 CRM skills Cognitive Interpersonal Presented by Mohd Amirul for AMC

Cognitive and Interpersonal Skills Cognitive Skills Situational Awareness Problem Solving &Decision Making Interpersonal Skills Communications Teamwork Presented by Mohd Amirul for AMC 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 Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Teamwork Team: a cooperative unit Teamwork: The process of working together with a group of people, in order to achieve a goal. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Synergism Synergism: Successful Teamwork Produced by a process of *interaction between crew members, whereby each of individual is empowered (give or delegate power or authority to) and encouraged in the most effective way to the overall task of the team. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Interaction unlikely to occur unless all individual members of the team fully understood their role within the group, decision making and action taking. Presented by Mohd Amirul for AMC

Cont. Succesful Teamwork can be achieved when: Prerequisite for Synergy: Good communication High degree of situational awareness Good decision making process Greater Than Sum of the efforts of the INDIVIDUAL CREW MEMBERS acting in ISOLATION (alone) Output or product of teamwork Of the group/crew members Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Elements in the Team Leadership (leader) Followership (follower) Teamwork (team) Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Why do people follow leaders? If we can understand this, then we will be a long way down the road to creating those followers and hence becoming an effective leader. People don't just follow anyone. You can't just say 'follow me' and expect people to follow out of the goodness of their hearts. You have to give them good reason for them to follow. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Leader Leader: A person whose ideas and actions *influence the thought and the behavior of others. *How to influence others?? Use example and persuasion Understanding the goals and desires of the group. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. 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 Relation between Leadership and Teamwork Leadership involves teamwork Quality of leaders depends on the success of the leader’s relationship with the team members. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. All crew members must adopt a leadership role because at certain emergency situation they must take over the role. (e.g. co-pilot takeover captain role; junior flight attendant takeover chief flight attendant role) In fact, all of us must have a leadership skill to manage ourself. So everyone is a leader for their own. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Follower Follower: A person who *accepts the leadership of another. *How to accept? Exercise supporting role Not undermine the leader Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Followership: the capacity (capability) or willingness to follow a leader. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Team Team: A cooperative unit Must function effectively from the moment they are formed (e.g. perhaps only an hour or so before the flight) Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Requirement: Establish mutual (common/same/share) expectation (What is your expectation for your flight??) Encourage open communication. Team members (crew members) should not be afraid/embrassed to speak up. They must be *assertive Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC *Assertiveness Assertiveness: ability to express your opinion without ignoring or hurting the opinions, needs, and feelings of others. How to be assertive? 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”) Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. 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 Presented by Mohd Amirul for AMC

Teamwork Skills Leadership and Managerial Co-Operation Decision Making and problem Solving Communication Followership Crew Coordination Presented by Mohd Amirul for AMC

Leadership and Managerial Skills Effective leadership/managerial skill is needed to achieve joint task completion within a motivated, fully functioning team through co-ordination and persuasiveness. Main skills: Authority and Assertiveness Providing and Maintaining the Standards Planning and Coordination Presented by Mohd Amirul for AMC

Leadership Skill: Authority and Assertiveness Skills Authority: The power or right to give orders or make decisions. This skills infers the ability to create a proper challenge and response atmosphere. The given command authority of the Captain should be adequately balanced by assertiveness and crew members participation. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Poor Practice Good Practice Hinders(blocks)/withholds crew involvement Takes initiative to ensure involvement and task completion Passive (does not show initiative for decisions; own position not recognizable) Takes command if situation requires. Does not show appreciation for the crew; coaches very little or too much Motivates crew by appreciation and coaches when necessary Presented by Mohd Amirul for AMC

Leadership Skill: Providing and Maintaining the Standard Skills Refers to comply with Standard Operating Procedures (SOP) for the task completion. Supervision and intervention on crew members in following the standards If the situation requires, non-standard procedures might be necessary but it shall be discussed and announced to other crew members first. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Poor Practice Good Practice Does not comply to SOPs Ensures SOP apply Does not monitor crew for SOP Intervene if task completion not follow standard Does not intervene in case of error Consult the crew if not apply not apply non-standard procedure. Apply non-standard procedure without w\announcement or consultation of crew members Presented by Mohd Amirul for AMC

Leadership Skill: Planning and Coordination Refers to apply an appropriate concept for organized task-sharing and delegation in order to achieve top performance and to avoid over workload. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Poor Practice Good Practice Plans only for self, does not involve crew Encourage participation in planning and task completion. Intentions not stated or confirmed Clearly states intentions and goals. Change plan without informing crew or follows plans blindly Having consulted crew, changes plan if necessary. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Other skills: 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 Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Followership Skills To be effective follower, the crew must: Respect the authority (Leader) Balance Assertiveness Accept Orders Admit Errors Provide Feedback Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Co-Operation skills Co-operation is the ability to work effectively between the crew/team members. Skills needed: Team Building and Maintaining Consideration of Others Support of Others Conflict Solving Presented by Mohd Amirul for AMC

Co-Operation Skill: Team Building and Maintaining Skill Ability to establish positive interpersonal relation between crew members and their active participation in fulfilling the tasks. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Poor Practice Good Practice Blocks open communication Establish open atmosphere for open communication and participation. Keep barriers between crew members Encourages inputs and feedback from others. Compete with others Does not compete with others. Presented by Mohd Amirul for AMC

Co-Operation Skill: Consideration of Others Consideration of others involves the acceptance of others and understanding their personal condition. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Poor Practice Good Practice Ignores suggestion of other crew members. Takes notice of the suggestions of other crew members even if you do not agree. Ignores the condition of other crew members. Takes condition of other crew members into account Show no reaction to other crew members problem. Gives appropriate personal feedback Presented by Mohd Amirul for AMC

Co-Operation Skill : Support of Others Support of others relates to giving help to other crew members when they need assistance. Poor Practice Good Practice Hesitate to help other crew members in demanding situations Help other crew members in demanding situations Do not offer assistance Offer assistance Presented by Mohd Amirul for AMC

Co-Operation Skill : Conflict Solving Articulation (joint) different interpersonal positions and giving suggestions for solution. *Conflict means a serious disagreement or argument. It can have a serious effect on decision making quality. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Poor Practice Good Practice Overacts in interpersonal conflicts Keep calm in conflicts sticks to own position without considering a compromise (agreement) Considering a compromise and suggest conflict solution Simply blame other crew members of making errors Concentrate on what is right rather than who is right. Presented by Mohd Amirul for AMC

Crew Coordination Skills Advantage of teamwork over a collection of highly skilled individuals For example: Professional football team Every coach and manager must know the best player for each position. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Skills needed: Recognize the pilot posses the maximum capacity for the primary task of flying the aircraft and making decision. workload is equally distributed among the crew members (avoid excessive workload) ensure co-ordinated co-operation including exchange of information. support from the fellow crew members and monitoring of each others performance . Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. Advantage of crew coordination: Increase in safety by redundancy to detect and remedy (correct) error. Increase in efficiency by the organized use of all existing resources. Presented by Mohd Amirul for AMC

Advantage 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 Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Challenge 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. Presented by Mohd Amirul for AMC

Group Activity (Case Study): Teamwork in Flight 232, (July 19, 1989 Presented by Mohd Amirul for AMC

Group Activity (Case Study): Teamwork in Flight 232, (July 19, 1989) A United Air Lines DC-10 crashed at Sioux City, Iowa after an engine explosion caused the total loss of all hydraulics system. Although the aircraft crashed, the crew managed to land on a runway saving 187 of 298. Presented by Mohd Amirul for AMC

Sioux city crash chronology: Cont. Sioux city crash chronology: 2.09 p.m. : take-off from Denver Airport to Chicago. 3.16 p.m. : While passenger finishing their meal sudden blast (loud bang sound) heard and felt by all the occupants of the airplane. But no sign in any visible damage inside the plane. In cockpit, captain check the engine instrument and identisfy no. 2 engine is mulfunction. He was asked to manipulate the throttles to control pitch and roll, which was difficult because the plane had a continuous tendency to turn to the right.The no. 1 and 3 thrust levers couldn't be used symmetrically, so he used two hands to manipulate the throttles. Sioux City Airport was sighted at 9 miles out, but the aircraft was aligned with the closed runway 22 (6600 feet long) instead of the longer (8999 feet) runway 31. Given the position and the difficulty in making left turns, the approach to runway 22 was continued. The aircraft approached with a high sink rate (1620 feet/min for the last 20 seconds) at an airspeed of 215 knots. At about 100 feet above the ground the nose began to pitch downward and the right wing dropped. The plane touched down on the threshold slightly left of the centreline, skidded to the right and rolled inverted. The DC-10 caught fire and cartwheeled. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. 3.17 p.m.: Captain shut down no. 2 engine (*there is 3 engine on DC-10 aircraft) Flight engineer spot all *hydraulic system of the airplane are empty. *Hydraulic system: operate flap, rudder, aileron and elevator. Without these control, the pilot not be able to sail the plane (pitch up, pitch down, roll) Co-Pilot identify flight control no longer respond Now aircraft is 11,000 meters on the sky. The pilot have no choice except to find long runaway to make an emergency landing. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. In your group please: Identify/study the error. Make the emergency plan: Make a milestone (step) from the beginning when the error spotted and to the emergency landing. (ignore emergency landing standard procedure by FAA) Assign the role for each crew members in this emergency situation. Make a dialog-script form for this situation and try to practice them (apply communication skills) Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Cont. 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 Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC 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. Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Key Points Teamwork Synergism Element in the Team Skills of Teamwork Advantage of Effective Teamwork Challenge of Teamwork Presented by Mohd Amirul for AMC

End of Presentation #5 Q/A session Presented by Mohd Amirul for AMC

Presented by Mohd Amirul for AMC Quotes of the Day There is no “I” in “TEAMWORK”. Teamwork divides the task and doubles the success. None of us is as smart as all of us. Coming together is a beginning. Keeping together is progress. Working together is success. Presented by Mohd Amirul for AMC