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Date: Tue, 17 Jun 1997 13:05:03 +0100 (BST)
From: laurie benn <benn_at_lgu.ac.uk>
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Subject: Re: CRM for Cabin Crew.
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Hi,
I would like to add a few comments on joint CRM training for cabin crew
and pilots from a practical perspective as an independant provider.
I have been presenting courses to mixed pilot/cabin crew from a variety
of companies, including courses composed of individuals from different
companies, for about 3 years. Courses have been aimed predominately
at pilots to satisfy our CAA "CRM Awareness" requirements but many courses
have been attended by one, or several cabin crew. Joint courses have
invariably been more successful.
Feedback comments that I have received have highlighted the following points:
1. Both pilots and cabin crew stated that prior to the course they
were to a very great extent unaware of the problems that other crew
members faced, especially with regard to high workload/stress situations.
2. How effective communication on the part of ALL crewmembers, especially
fore/aft communication (including within the cabin) is essential in order
to achieve safe operations.
3. How unaware crewmembers were of the effect that personality, leadership
style, and even their own "mood" can have on effective communication.
4. That mixed crew discussions of case studies, especially those where
cabin crew input could have affected the outcome (Kegworth, Dryden etc.),
were extremely valuable.
All fairly obvious points, but to be effective the limited training
resources available to most companies must be tailored to the customer as
well as to the objectives.
Laurie Benn
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