1. Safety Regulation Group Slide 1 CABIN CREW CRM TRAINING BEST PRACTICE Aviation House 29 January 2009

2. Safety Regulation Group Slide 2 EU-OPS  What’s changed?  European law  Cabin crew training table is now mandatory material  Flight crew training table is now TGL material

3. Safety Regulation Group Slide 3 CRM Training Tables  Automation and philosophy of use  Human factors  Human performance and limitations  Personality awareness, attitude and behaviours, self assessment  Identification and management of passenger human factors, crowd control, passenger stress, conflict management, medical factors  Communication/co-ordination with other operational personnel

4. Safety Regulation Group Slide 4 Operators  OM should contain training syllabi  Focus on cabin crew issues  Combined training if possible  Principles integrated into all training  Case studies  Accommodation  Combine Introductory/Operator/Conversion

5. Safety Regulation Group Slide 5 Training Organisations  Operator retains responsibility  Audit of third party  Approved training organisations  Attestations  Transfer of training

6. Safety Regulation Group Slide 6 Introductory CRM  Basic insight into human factors  Cabin crew from different operators  Operator or training organisation  Transferable  Records

7. Safety Regulation Group Slide 7 Operator’s CRM  Application of knowledge from Intro  Company safety culture - mergers  Incident and accident reporting  Type of operation  SOP’s

8. Safety Regulation Group Slide 8 Aircraft Type Specific  Narrow v wide bodied  Twin or mirror decks  Crew composition  Number of passengers  Communication

9. Safety Regulation Group Slide 9 Recurrent  Three yearly cycle detailed in OM  Syllabus clearly identifies CRM aims  Include realistic/actual situations  Joint training  Use of scenarios/dvds for discussion

10. Safety Regulation Group Slide 10 Senior Cabin Crew  Reinforce all previous CRM training  Emphasis on management ability  Leadership, team work and decision making  LOFT exercises beneficial (Line Oriented Flying Training)

11. Safety Regulation Group Slide 11 Cabin Crew Instructor Qualification  Experience as cabin crew  Received instruction on HPL  Completed Introductory and Operator CRM  Received instruction in training skills  Be supervised by CRM instructors

12. Safety Regulation Group Slide 12 Course Content  Jointly agreed by flight and cabin crew training departments  Clearly identify CRM elements  Form part of the OM  Identify 3 year cycle  Not a tick list or is it?