1. direction générale de l’aviation civile p.1 Shifting relationship in a service situation: Management of an emergency evacuation by cabin crew personnel Stéphane Deharvengt Due to unexpected difficulties, Stéphane Deharvengt was unable to present this material at the Aircraft Fire & Cabin Safety Conference in November 2004.

2. direction générale de l’aviation civile p.2 Shifting relationship in a service situation : Management of an emergency evacuation by the Cabin Crew Personnel _____ Stéphane Deharvengt stephane.deharvengt@aviation-civile.gouv.fr direction générale de l’aviation civile service de la formation aéronautique et du contrôle technique November 2004

3. direction générale de l’aviation civile p.3 Problem Activity of cabin crew during emergency evacuation Theoretical approach Relation of service, risk situations Experimental situation Simulations of evacuation carried out at Cranfield Results Influence of context on pax-CC behaviour Follow-up direction générale de l’aviation civile Service situation : Management of emergency evacuation Content November 2004

4. direction générale de l’aviation civile p.4 Problem statement Accidents analysis question the handling of emergency evacuation by CC Operational, technical and social environment are constantly in evolution What are the characteristics that influence the activity of the CC and which determine the outcome of the evacuation Research question

5. direction générale de l’aviation civile p.5 Reduction of the problem for this research Analysis of one type of emergency evacuation, Focus on the nature, evolution and management of the relation pax-CC in an emergency situation. The work done lays the foundation for future more complete research activity

6. direction générale de l’aviation civile p.6 Findings from other research Sociology : The CC “collective”. Cranfield-UK/CAMI-US : Assertive/non assertive CC, Competitive/cooperative behaviour of pax.

7. direction générale de l’aviation civile p.7 Theory Combining two fields : –Relationship between professionals and general public : relation of service. Note: crowd behaviour theories are difficult to test with available simulations tools –Management of risk situations.

8. direction générale de l’aviation civile p.8 Theory R elation of service Relevant aspects –Investigation of the public query : construction of the query in situation. –Usage of the representation of the interlocutor –Time in the relation of service. –Role of co-workers to manage operational et organisational constraints. Discussion –Valid for face to face, with emphasis on language communications –Quel statut pour l’interlocuteur du professionnel ?

9. direction générale de l’aviation civile p.9 Theory Management of risk situation Concepts –Stress, emotion, panic –Crowd behaviour, evacuations Management by professionals –Managing time –Training –Organisational structure Discussion –Different types of training are possible –Potentialities to develop a « style »

10. direction générale de l’aviation civile p.10 Hypothesis Constraints of the situation will influence evacuation management  Constraints of the situation  Reliance on group resources  Capacities of CC to convey relevant information to Pax  Behaviour of Pax  Management of the evacuation

11. direction générale de l’aviation civile p.11 Experimentations Emergency evacuations with Cranfield simulator 6 CC from a large European airline 181 pax volunteers Trial characteristics –Scenario of unprepared emergency evacuation (e.g. aborted take-off) –CC task : manage the doors and evacuate people and themselves –Variable : 2 doors are available (not known to CC or pax) –1 cabin scenario is analysed

12. direction générale de l’aviation civile p.12 Cranfield Simulator Fermée Fermée puis ouverte Ouverte puis ferméeFerméeOuverte

13. direction générale de l’aviation civile p.13 Analysis technique Semi-directed interviews with each CC after each evacuation Questionnaires filled in by each passenger after each evacuation

14. direction générale de l’aviation civile p.14 Results CC interviews Contraints of the situation (number) Impossible to hear other CC (6) Impossible to see exits (7) Difficult to shout in smoke (2) Positive aspects (number) Situation (4)Pax (2)Cooperation (6) Negative aspects (number) Situation (11)Pax (4)Cooperation (0)

15. direction générale de l’aviation civile p.15 Results Pax questionnaires  Can we identify groups of passengers with similar characteristics ? Ability to evacuate Number of passengersPercentage of total Positive5731% Negative6938% Non Defined5530%

16. direction générale de l’aviation civile p.16 Questions used to identify groups of pax Positive or negative perception of the evacuation Passengers helped or not, impaired or not during the evacuation Passengers helped or not by CC and guided or not by CC Number of changes of direction during the evacuation

17. direction générale de l’aviation civile p.17 Groups of passengers 1 : Guided, not helped, no change in direction, easy/quick evacuation 2 : Guided, not helped, no change in direction 3 : Not guided, 2 + changes in direction, slow/difficult evacuation, impaired 4 : Slow/difficult evacuation, rather negative, at least 1 change in direction Others : Rather negative, at least 1 change in direction 1 2 34

18. direction générale de l’aviation civile p.18 Cross perception (CC as they perceive themselves and passengers perception of CC) AssertiveReassuringSelf-confidentPersuasive CC L1+++ + Pax Zone 1++ ++ CC L3/R3++- / ++++ / ++ Pax Zone 2++Rather -Rather +++ / ++ CC L1/R1 - L2/R2+- / +- / +++ Pax Zone 3+Rather -- /+ CC L1/R1 - L2/R2+- / +- / +++ Pax Zone 4- / + / ++- / ++ / +++

19. direction générale de l’aviation civile p.19 Discussion Experimental biases –Not a life threatening situation –No element of surprise, except door configuration –Limitations of the simulator (no slide) But : –Challenging scenario : boarding, noise,... –Representative environment (cabin and smoke) –Actual airline procedures –No previous evacuation for this batch of passengers

20. direction générale de l’aviation civile p.20 Discussion Sense of time (of the evacuation) –Time is not directly perceived by CC Using passenger perception allows the reconstitution of the dynamics of the evacuation (by grouping passengers)

21. direction générale de l’aviation civile p.21 Discussion Information on door status –Is crucial for CC –Influences relationship between CC and pax : CC remain (or lose the status of) a resource in pax representation = dynamic construction of the representation of the other actors in the situation Visual and audio constraints prevent group strategies –“hear” their counterparts and “see” them

22. direction générale de l’aviation civile p.22 Discussion Conclusion Situation characteristics have an important influence over CC activity, their relationship with pax and potential for developing strategies Relationship of service for emergency evacuation : –Convey the relevant information (e.g. which exit to use ?) –If not, deterioration of CC representation of the pax and Pax representation of the CC (consequence : more difficulty to manage the evacuation). –Reliance on each other and constraints due to the emergency situation.

23. direction générale de l’aviation civile p.23 Future work PhD Title : Managing emergency situations Tools and constraints for evacuating general public What can be learnt from knowledge of emergency situation management in other fields ? What are the constraints on the activity for people which cannot develop actual competencies through training or actual practice ? Which tools respect the ecological way of handling the situation ?

24. direction générale de l’aviation civile p.24 MERCI

25. direction générale de l’aviation civile p.25