Crew Resource Management LT Andre Towner U.S. Coast Guard.

Crew Resource Crew Resource Management Management

LT Andre TownerLT Andre Towner U.S. Coast Guard U.S. Coast Guard

Crew Resource ManagementCrew Resource Management

The application of personal The application of personal & team management concepts & team management concepts

in the flight environment.in the flight environment.

BACKGROUNDBACKGROUND

1979 NASA Workshop revealed human 1979 NASA Workshop revealed human error link in majority of accidentserror link in majority of accidents

1981 United Airlines initiated the first 1981 United Airlines initiated the first comprehensive CRM Programcomprehensive CRM Program

Other airlines and military soon followedOther airlines and military soon followedNo formalized General Aviation CRM No formalized General Aviation CRM

Programs Programs

Principles of CRMPrinciples of CRM

SSituational Awarenessituational Awareness

CCommunicationsommunications

AAssertive Behaviorssertive Behavior

RRisk Assessment & Risk Managementisk Assessment & Risk Management

CRM Principle - S.A.CRM Principle - S.A.

Situational AwarenessSituational Awareness…?…?

……is the realistic understanding of all is the realistic understanding of all factors which affect the safety and factors which affect the safety and effectiveness of your aircraft.effectiveness of your aircraft.


SASA

What’s What’s happeninghappening

What What might might

happenhappen

What has What has happenedhappened


Situational Awareness - Why?Situational Awareness - Why?

NASA/FAA data shows that SA loss is the NASA/FAA data shows that SA loss is the cause of over 80% of all aircraft accidents.cause of over 80% of all aircraft accidents.


What are the “Loss of S.A.” flags?What are the “Loss of S.A.” flags?

Not CommunicatingNot Communicating Ambiguity Ambiguity

Failure to meet targets ConfusionFailure to meet targets Confusion

Deviating from StandardsDeviating from Standards Not addressing discrep’s Not addressing discrep’s

Violating MinimumsViolating Minimums Preoccupation Preoccupation


What do you do when you suspect you What do you do when you suspect you have have lostlost S.A.?S.A.?

ReactReact RegainRegain ReconstructReconstruct

CRM Principle - CommunicationCRM Principle - Communication

Elements of Communication SkillsElements of Communication Skills

The most obvious of the CRM principles. The most obvious of the CRM principles. And, the easiest to affect through And, the easiest to affect through training.training.

““Say what you mean, mean what you say.”Say what you mean, mean what you say.”


Apply the A-B-C’s of communicationApply the A-B-C’s of communication

AccurateAccurate BoldBold ConciseConcise


NASA Communication ModelNASA Communication Model

55%55%38%38%

7%7%

Body LanguageBody LanguageToneTone

VerbalVerbal


AVIATION SPECIFIC PROBLEMSAVIATION SPECIFIC PROBLEMS

* Body Language Limitations* Body Language Limitations

- 55%- 55% 0% 0%

* Tone Limitations* Tone Limitations

- 19%- 19% 19% 19%

* Verbal* Verbal

7%7%

Aviation Effectiveness =Aviation Effectiveness = 26%26%


How Do We Overcome these Communication Limitations How Do We Overcome these Communication Limitations in the Aircraft?in the Aircraft?

Verbal Becomes Verbal Becomes PRIMARYPRIMARY Mode of Communications. Mode of Communications.

Verbal

81%

Tone

19%


HOW? HOW?

Standard ProceduresStandard Procedures Standard PhraseologyStandard Phraseology Check List UseCheck List Use

CRM Principle - AssertivenessCRM Principle - Assertiveness

Elements of Assertive Behavior Elements of Assertive Behavior

Authority with Participation. Assertiveness Authority with Participation. Assertiveness with Respectwith Respect

The The genuine, complete & direct genuine, complete & direct communicationcommunication of ideas, wants & needs. of ideas, wants & needs.

CRM Principle - AssertivenessCRM Principle - Assertiveness

The Assertive StatementThe Assertive Statement

Open-up; get their attentionOpen-up; get their attentionState concern as “owned emotion”State concern as “owned emotion”State the problem - real or perceivedState the problem - real or perceivedOffer a solutionOffer a solutionObtain agreement/closureObtain agreement/closure

CRM Principle - Risk CRM Principle - Risk

Risk ManagementRisk Management

RISK is a factor of:RISK is a factor of:ProbabilityProbability

SeveritySeverityExposureExposure

Risk ManagementRisk Management

Risk Management rulesRisk Management rules::

Integrate Risk Management throughout; Integrate Risk Management throughout; Planning, Enroute & ApproachPlanning, Enroute & Approach

Accept no unnecessary riskAccept no unnecessary riskMake risk decisions at the correct timeMake risk decisions at the correct time

ROADBLOCKSROADBLOCKS

CHAIN OF ERRORS: Often the key is to CHAIN OF ERRORS: Often the key is to recognize the chain developing-then a recognize the chain developing-then a crewmember can act to change the crewmember can act to change the situation. situation.

BREAK THE CHAINBREAK THE CHAIN


HAZARDOUS ATTITUDES: Attitudes HAZARDOUS ATTITUDES: Attitudes that impede effective CRM.that impede effective CRM.– Macho - “I can do it.”Macho - “I can do it.”– Anti-Authority - “Don’t tell me.”Anti-Authority - “Don’t tell me.”– Impulsivity - “Do something -quickly!”Impulsivity - “Do something -quickly!”– Resignation - “What’s the use?”Resignation - “What’s the use?”– Missionitis - “Let’s press on.”Missionitis - “Let’s press on.”


FATIGUE: Widely recognized enemy of FATIGUE: Widely recognized enemy of pilots and crewmembers.pilots and crewmembers.– A low frustration thresholdA low frustration threshold– Degraded coordinationDegraded coordination– Slowness in responseSlowness in response– CarelessnessCarelessness– Acceptance of low standards of Acceptance of low standards of

accuracyaccuracy


STRENGTH OF AN IDEA: Tendency to STRENGTH OF AN IDEA: Tendency to unconsciously make the available unconsciously make the available evidence fit a preconceived situation; to evidence fit a preconceived situation; to see or hear what we want to hear, and see or hear what we want to hear, and substitute that for reality. It can take 15 substitute that for reality. It can take 15 seconds to “break” an idea that has been seconds to “break” an idea that has been ingrained, but is incorrect.ingrained, but is incorrect.

TOOLS TO AID IN CRMTOOLS TO AID IN CRM

TEAM WORKTEAM WORKControllersControllers

Other AircraftOther Aircraft

PassengersPassengers

PERSONAL MONITORINGPERSONAL MONITORING “I’M SAFE”“I’M SAFE”

ILLNESSILLNESS

MEDICATIONMEDICATION

SLEEPSLEEP

ALCOHOLALCOHOL

FATIGUEFATIGUE

EATING/EXERCISEEATING/EXERCISE

Principles of CRMPrinciples of CRM

SSituational Awarenessituational Awareness

CCommunicationsommunications

AAssertive Behaviorssertive Behavior

RRisk Assessment & Risk Managementisk Assessment & Risk Management

CRM RESOURCESCRM RESOURCES

Cockpit Resource Management: The Private Cockpit Resource Management: The Private Pilot's Guide by Pilot's Guide by Thomas P. TurnerThomas P. Turner

http://www.ntsb.gov/aviation/aviation.htmhttp://www.ntsb.gov/aviation/aviation.htm

Superior pilots use superior judgment to Superior pilots use superior judgment to avoid situations which require them to avoid situations which require them to

use their superior skillsuse their superior skills

Crew Resource Management LT Andre Towner U.S. Coast Guard.

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