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

2. 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

3. 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

4. P.A.C.E P Probe A Alert C Challenge E Emergency
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5. There are 2 rules on this aircraft
The Captain is ALWAYS right
Rule 2
See Rule 1
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6. 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

7. 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

8. - & + 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

9. 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

10. 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

11. © Global Air Training Limited 2010

12. 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