1. CRM 1204 CREW RESOURCE MANAGEMENT
Presentation 9: Workload Management
Presented by Mohd Amirul for AMC

2. Presented by Mohd Amirul for AMC
Learning Outcomes
At the end of this lecture, student should be able to:
Define workload and know how to manage workload.
Describe the way to maintain optimal workload by crew
Explain how to deal with distractions.
Presented by Mohd Amirul for AMC

3. Outline for the Presentation
Introduction
Levels of Workload
Workload Management
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

4. Presented by Mohd Amirul for AMC
Introduction
Workload is the amount of work assigned to a worker in a specified time period.
Workload can be categorized into three:
CRITICAL: A workload item that requires immediate attention to prevent any problems.
IMPORTANT: A workload item that requires response as soon as possible, else it will become critical.
ROUTINE: An item encountered in normal condition , but if left unattended could become important.
Presented by Mohd Amirul for AMC

5. Presented by Mohd Amirul for AMC
Workload Levels
There are three levels of workload
Underload
Optimum Workload
Overload
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6. Underload (Work load too low )
Underload occurs at low levels of workload.
It can result in
Boredom
Fatigue
Frustration
Dissatisfaction
How to overcome?
Can overcome by increase the activities.
Fact of life in heavies / Complacency / Surprises.
Identify tolls to overcome underload/complacency
Know task to perform (use idle time)
Prioritize task
Change task occasionally: (cross check systems & instruments, turn cockpit lights up, stay hydrated, move around)
Presented by Mohd Amirul for AMC

7. Overload (Work Load too High)
Overload occurs at very high levels of workload, when the individual’s workload exceeds the ability to cope well.
Some of the effects are:
Work faster, try to finish more into a shorter time frame.
Error rates may also increase.
Overall concept of flight breaks down. (e.g. communication, teamwork, situational awareness, decision making)
Attention reduced, this can make the pilot fixates on one item.
Overload also can make the aircrew experiences stress , confusion, failure to prioritize & anger.
Work load too high 
Work faster, try to cram more into a shorter time frame.
Overall concept of flight breaks down. Overall view begins to narrow and become shorter
As pace quickens, attention become tunneled--pilot fixates on one item.
Revert to previous habits (good or bad)
Recognizing High Workload 
Individual workload tolerance varies
Difficulty adhering to normal performance standards
Errors, erratic performance
Getting away from good fundamentals of aircraft control
Uncertainty, indecision, discomfort
Losing normal scan, tunnel vision, fixation
Temporal distortion
Hesitant, confused speech
Presented by Mohd Amirul for AMC 17 7 7

8. Presented by Mohd Amirul for AMC

9. Presented by Mohd Amirul for AMC
Symptoms of overload
Symptoms of overload may include:
• diminished perception (vision, hearing, etc.) and a general lack of awareness;
• problems with short-term memory, (slow reactions)
• fixation, neglect others and failing to maintain an overview;
• being easily distracted by unimportant matters;
• poor judgement and decision making leading to increased mistakes..
Presented by Mohd Amirul for AMC 9

10. What is workload management?
The process of distributing activities by planning, prioritizing and assigning tasks to individual crewmembers within your team.
Workload is subjective (i.e. experienced differently by different people) and is affected by:
a) The nature of the task, such as the:
i) Physical demands it requires (e.g. strength required, etc.);
ii) Mental demands it requires (e.g. complexity of decisions to be made, etc.).
b) The circumstances under which the task is performed, such as the:
i) Standard of performance required (i.e. degree of accuracy);
ii) Time available to accomplish the task (and thus the speed at which the task must be carried out);
iii) Requirement to carry out the task at the same time as doing something else;
iv) Environmental factors existing at the time (e.g. extremes of temperature, etc.).
c) The person and his state, such as:
i) Skills (both physical and mental);
ii) Experience (particularly familiarity with the task in question);
iii) Current health and fitness levels;
iv) Emotional state (e.g. stress level, mood, etc.).
As the workload of the flight crew may vary, they may experience periods of overload and underload. This is a particular feature of some flights and sectors, but overloads are often unpredictable.
As noted in the Module on information processing, humans have limited mental capacity to deal with information. We are also limited physically, in terms of visual acuity, strength, dexterity and so on. Thus, workload reflects the degree to which the demands of the work we have to do eats into our mental and physical capacities.
Presented by Mohd Amirul for AMC

11. Presented by Mohd Amirul for AMC
Workload Management  
Prioritize
Prioritize and schedule tasks effectively.
Expand time available
Use time available efficiently to complete tasks.
Assistance
Offer and accept assistance.
Procedures
Follow procedures appropriately and consistently.
Distribute
Distributes tasks among the crew, checks
and corrects appropriately.
• Are calm, relaxed and careful. •
• Offer and accept assistance, and delegate when
necessary.
• Review, monitor and cross-check actions conscientiously.
• Follow procedures appropriately and consistently.
• Only concentrate on one thing at a time, and ensure tasks complete..
Presented by Mohd Amirul for AMC

12. Presented by Mohd Amirul for AMC
Conclusion
Avoid UNDERLOAD and OVERLOAD
Strive to operate in an OPTIMUM WORKLOAD environment to maximize your performance.
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13. Presented by Mohd Amirul for AMC
Key Points
Definition of Workload
Category of Workload
Level of Workload
Overload
Underload
Optimum Workload
Definition of Workload Management
Workload Management
Presented by Mohd Amirul for AMC

14. End of Presentation #9 Q/A session
Presented by Mohd Amirul for AMC

15. Quiz 2 : Cognitive Skills
Explain how to gain Situational Awareness? (hint: perceptive process)
List down step by step of the decision making process.
State THREE ways to maintain Situational Awareness?
What does it means by mental model of situation?
State THREE ways to regain Situational Awareness once it loss?
Duration: 30 minutes
Presented by Mohd Amirul for AMC