Dear Bandula, Where to start..Perhaps some history from our experiences
at Cathay. We have now been conducting joint refresher for over three
years and learning on the way.
Now we have about 30 flight attendant presenters trained to run the
course with a flight deck CRM presenter. ie one of each. I am sure you
will appreciate the value in this.
We run a particular program for a year at a time. Variety is very
difficult. We have about 15 different nationalities but soon learnt that
this is not a big issue, in fact over doing cultural issues can be
counter productive. All in the same team with safety as the bottom line
is better received and more constructive.
I feel that this years program is the most successful so far.
Last year I assembled as many of the presenters as possible as a working
group and tasked them with producing a video to reflect their own
experiences as crew and as CRM presenters ( from fedback).
We produce all our videos in house.
The result was a video of an entire flight from briefing to post flight.
The duration is 26 minutes. It includes real life experiences and a bit
of exageration here and there.
We start the the group off with an ice breaker. This year it is
'Personality Bingo' and very successful (more details if you want) then
some CRM issues such as stress and communication styles.
The video is then played to a point and small discussion for a time.
The video is played to the finish then. We break the class (usually about
20) into groups and give them specific questions to address. This gives
individuals the opportunity to speak in small groups rather to the group
as a whole.
The discussion is then facilitated by the presenters and participants are
encouraged to use real life experiences. We receive very poitive feedback
after each course which is run twice per week.
You will find that your staff if put together to brainstorm ideas for a
program will give you most of the direction and ideas. The course must be
developed inhouse and reflect your procedures and culture.
In offering assistance, we would be delighted to invite you to attend the
program if you can arrange to visit.
Among many of the positives that we have seen is the willingness for
junior flight attendands to speak up about safety issues on board eg.
unusual sounds/ smells/ heat etc. The team spirit on board has improved
markedly as well.
Our program is not perfect and there is much to learn and a dedicated
team is very valuable to help the program improve.
That is a very basic overview of what we do and hope that it may be of
use to you. Please feel very welcome to come along any time and take
part. You will find that your problems will be very similar to ours.
Kind Regards
Julian Hipwell
CRM Program Manager CX