I really enjoy our discussion about CRM and its definition. I am sure
some of you think it's a waste of time, an academic exercise that leads
us nowhere. If so, I think you're wrong.
First of all, discussions like these help us to rethink and re-evaluate
what we are doing and why. I highly agree with Vince Mancuso when he
points out that we have to define the terms and scope of our CRM
programs.
At the same time, this discussion is a vivid illustration of the fact
that we are dealing with difficult and complex matter when we develop
and conduct CRM-training: Human behaviour. As James Reason puts it:
"While cognitive psychology can tell us something about an individual's
potential for error, it has very little to say about how these
individual tendencies interact within complex groupings of people
working in high-risk systems. And it is these collective failures that
represents the major residual hazard." (Human Error, p.XII). To me, this
means that it's still a lot of things we do not know, and still a lot of
mistakes to be made. Therefore - although our training programs must be
clearly defined and possible to evaluate, we have to accept the
complexity in what we're dealing with, and try to "teach" our managers
to accept it as well.
Lets continue this debate - in a forum like this reaching an agreement
is perhaps less important than the discussion itself.
Best regards
Jens Rolfsen
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Jens Rolfsen
Psychologist
Braathens SAFE
Training Department
Postboks 55
1330 Oslo Lufthavn
Norway
Tlf.(47) 67 59 70 00