1. CRM 1204 CREW RESOURCE MANAGEMENT Presentation 5: Interpersonal Skills: Teamwork 1Presented by Mohd Amirul for AMC

2. 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 2Presented by Mohd Amirul for AMC

3. Outline for the Presentation 1.CRM skills (review) 2.Teamwork 3.Synergism 4.Element in the Team 5.Skills of Teamwork 6.Advantage of Effective Teamwork 7.Challenge of Teamwork 8.Group Activity (Case Study) 9.Conclusion 3Presented by Mohd Amirul for AMC

4. 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 skillsCognitiveInterpersonal 4Presented by Mohd Amirul for AMC

5. 5 Cognitive and Interpersonal Skills Cognitive Skills Situational Awareness Problem Solving &Decision Making Interpersonal Skills Communications Teamwork 5Presented by Mohd Amirul for AMC

6. 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 Major Causes of Human Error in Aircraft Accidents 6Presented by Mohd Amirul for AMC

7. Teamwork Team: a cooperative unit Teamwork: The process of working together with a group of people, in order to achieve a goal. 7Presented by Mohd Amirul for AMC

8. 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. 8Presented by Mohd Amirul for AMC

9. Interaction unlikely to occur unless all individual members of the team fully understood their role within the group, decision making and action taking. Cont. 9Presented by Mohd Amirul for AMC

10. Cont. Succesful Teamwork can be achieved when: Prerequisite for Synergy: – Good communication – High degree of situational awareness – Good decision making process Output or product of teamwork Greater Than Sum of the efforts of the INDIVIDUAL CREW MEMBERS acting in ISOLATION (alone) Of the group/crew members 10Presented by Mohd Amirul for AMC

11. Elements in the Team Leadership (leader) Followership (follower) Teamwork (team) 11Presented by Mohd Amirul for AMC

12. 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. Cont. 12Presented by Mohd Amirul for AMC

13. 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. 13Presented by Mohd Amirul for AMC

14. 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. Cont. 14Presented by Mohd Amirul for AMC

15. 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. Cont. 15Presented by Mohd Amirul for AMC

16. Follower Follower: A person who *accepts the leadership of another. *How to accept? – Exercise supporting role – Not undermine the leader 16Presented by Mohd Amirul for AMC

17. Followership: the capacity (capability) or willingness to follow a leader. Cont. 17Presented by Mohd Amirul for AMC

18. 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) 18Presented by Mohd Amirul for AMC

19. 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 Cont. 19Presented by Mohd Amirul for AMC

20. *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”) 20Presented by Mohd Amirul for AMC

21. 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 Cont. 21Presented by Mohd Amirul for AMC

22. Teamwork Skills Leadership and Managerial Co- Operation Decision Making and problem Solving Communication Followership Crew Coordination Teamwork Skills 22Presented by Mohd Amirul for AMC

23. 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: I.Authority and Assertiveness II.Providing and Maintaining the Standards III.Planning and Coordination 23Presented by Mohd Amirul for AMC

24. Leadership Skill: Authority and Assertiveness 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. 24Presented by Mohd Amirul for AMC

25. Cont. Poor PracticeGood 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 25Presented by Mohd Amirul for AMC

26. Leadership Skill: Providing and Maintaining the Standard 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. 26Presented by Mohd Amirul for AMC

27. Cont. Poor PracticeGood Practice Does not comply to SOPsEnsures SOP apply Does not monitor crew for SOPIntervene if task completion not follow standard Does not intervene in case of errorConsult the crew if not apply not apply non-standard procedure. Apply non-standard procedure without w\announcement or consultation of crew members 27Presented by Mohd Amirul for AMC

28. 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. 28Presented by Mohd Amirul for AMC

29. Poor PracticeGood 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. Cont. 29Presented by Mohd Amirul for AMC

30. 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 Cont. 30Presented by Mohd Amirul for AMC

31. Followership Skills To be effective follower, the crew must: – Respect the authority (Leader) – Balance Assertiveness – Accept Orders – Admit Errors – Provide Feedback 31Presented by Mohd Amirul for AMC

32. Co-Operation skills Co-operation is the ability to work effectively between the crew/team members. Skills needed: I.Team Building and Maintaining II.Consideration of Others III.Support of Others IV.Conflict Solving 32Presented by Mohd Amirul for AMC

33. 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. 33Presented by Mohd Amirul for AMC

34. Poor PracticeGood Practice Blocks open communicationEstablish open atmosphere for open communication and participation. Keep barriers between crew members Encourages inputs and feedback from others. Compete with othersDoes not compete with others. Cont. 34Presented by Mohd Amirul for AMC

35. Co-Operation Skill: Consideration of Others Consideration of others involves the acceptance of others and understanding their personal condition. 35Presented by Mohd Amirul for AMC

36. Poor PracticeGood 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 Cont. 36Presented by Mohd Amirul for AMC

37. Co-Operation Skill : Support of Others Support of others relates to giving help to other crew members when they need assistance. Poor PracticeGood Practice Hesitate to help other crew members in demanding situations Help other crew members in demanding situations Do not offer assistanceOffer assistance 37Presented by Mohd Amirul for AMC

38. 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. 38Presented by Mohd Amirul for AMC

39. Poor PracticeGood 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. Cont. 39Presented by Mohd Amirul for AMC

40. 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. 40Presented by Mohd Amirul for AMC

41. 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. Cont. 41Presented by Mohd Amirul for AMC

42. 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. Cont. 42Presented by Mohd Amirul for AMC

43. 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 43Presented by Mohd Amirul for AMC

44. 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. 44Presented by Mohd Amirul for AMC

45. Group Activity (Case Study): Teamwork in Flight 232, (July 19, 1989 45Presented by Mohd Amirul for AMC

46. 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. 46Presented by Mohd Amirul for AMC

47. 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. Cont. 47Presented by Mohd Amirul for AMC

48. 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. Cont. 48Presented by Mohd Amirul for AMC

49. 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) Cont. 49Presented by Mohd Amirul for AMC

50. Key Player Key Player: – Cockpit Crew: Captain, First Officer (co- pilot) & Flight Engineer – -Cabin crew: Flight Attendance (Steward and Stewardess) – Air Traffic Controller – Ground Crew: Aircraft Fire & Rescue Services, Ambulance & Health professionals Cont. 50Presented by Mohd Amirul for AMC

51. Synopsis United Flight 232 destination is from Denver to Chicago. About 1 hour and 7 minutes after takeoff the crew heard a loud bang, followed by vibration and a shaking of the airframe. It then appeared that the hydraulic pressure was zero. An emergency was declared, and vectors to Sioux City were given by Minneapolis Air Traffic Controllers. An off-duty pilot was travelling on Flight 232 and offered his assistance. Cont.

52. Synopsis UAL 232 had a terrible failure of a fan disc in their #2 tail mounted engine. This failure caused a total loss of hydraulic system. Function of the hydraulic system is to operate the flight control systems (aileron, elevator & rudder) Loss of hydraulic system causes the aircraft can’t be controlled. Cont.

53. Factors contribute to the successful teamwork in Flight 232 accidents Cockpit Crew cooperation in handling the aircraft. Cabin Crew cooperation in handling and preparing the passengers for evacuation. Pilot and ATC communication: – ATC direct the aircraft to the nearest runway airport (Sioux City Airport). Ensure the aircraft not hit the city. Ground Crew preparation: – Ready for fire and rescue services – Notify the emergency hospitals and ambulance Cont.

54. Teamwork : The Miracle of Flight 232 Working effectively as a part of a team can be one of the most difficult tasks to accomplish, especially since everyone seems to have unique personalities and their own ways of getting the job done. Effective teamwork can mean many successes for the group and the company as a But how well does your group really work together? How well will your group be able to handle a problematic situation when only a few members of your team seem willing to give their best? Cont.

55. Although disastrous, Flight 232 could have been even more tragic if not for the preparation, cooperation, and communication of the Sioux City community. Cont.

56. Lesson learnt Teams at any level within an organization will be able to handle any crisis situation if they are willing to prepare for it and cooperate and communicate with each other when it happens. In other words, teams who do not have fully committed team members risk the chance of opening themselves up to an inability to manage potential disasters.

57. Remember Co operation in team work is a crew effort Failure to create an effective teamwork can result in a failed mission or a mishap

58. Outcomes This video is a great way of demonstrating how preparation, cooperation, and communication can work for any team, no matter how difficult the situation. In addition, it helps facilitate brainstorming and discussion among group members, hopefully generating ways in which team building and performance can be enhanced.

59. Conclusion 59Presented by Mohd Amirul for AMC 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.

60. Key Points 1.Teamwork 2.Synergism 3.Element in the Team 4.Skills of Teamwork 5.Advantage of Effective Teamwork 6.Challenge of Teamwork 60Presented by Mohd Amirul for AMC

61. End of Presentation #5 Q/A session 61Presented by Mohd Amirul for AMC