First let me introduce myself. I'm flying a Falcon 900EX , Manager Flight
Operations of a corporate company (BAAN Aviation) in the Netherland and also
developer of the WingStar CRM 4.0 training program. This CRM 4.0 training
program is suitable for regional and corporate operators.
In the need of continuously improving our CRM training program for flight
and cabin crewmembers, this mailbox provides an excellent 'resource'. At
least for me! But maybe the participating members of the CRM developers
group ('crew') should participate a little better. Everybody engaged in
CRM-training has more or less experience with the subject and at least some
expertise and probably a vision about the CRM-philosophy. Let us it! We are
all teaching our trainees to be more assertive. Use inquiry and advocacy to
continuously improve your own and also the group situational awareness. To
speak up if we have an opinion. We as CRM-developers should do the same!
Therefore, please help: I'm looking for Crew Behavior Markers. Behavior
Markers that can be used during Proficiency Checks and during Line Checks.
Why, because JAR-OPS 1 and JAR-FCL demands that crewmembers are being
assessed on their CRM-skill. The prerequisite for such behavior markers
should be that the specific behavior can be seen by an observer not being
part of the actual crew.
I am aware of the LLCv4 Checklist, but personally I think this list is not
sufficient to comply with the JAR-requirements. Furthermore this checklist
does not address any Cabin Crew CRM skills.
Please provide the CRM-developers with your answers to the following
questions:
a. What kind of performance do you identify as effective crew
performance?
b. What kind of performance do you identify as poor (or even unsafe)
crew performance?
In answering these questions, use the following format:
a. Behavior Marker (see table A - below);
b. Describe the (observable) effective and/or poor crew performance;
and
c. Specify under which phase of flight this applies (see table B -
below).
Table A - Behavior Markers
* Situational Awareness;
* Communication;
* Conflict resolution;
* Decision making;
* Workload performance;
* Risk management;
* Teamwork;
* Leadership;
* Checklist performance (normal, abnormal and emergency);
* Use of Standard Operating Procedures;
* Use of control automation (FD, AP, AT);
* Management of information automation (displays, instrument setups);
* Passenger Handling; and
* Flight Deck and Cabin Housekeeping (availability of proper
navigation, pens, maps, manuals, waste, paperwork, etc).
Table B - Phase of Flight
* Ground Operations;
* Take-off;
* Initial Climb;
* Cruise
* Descent
* Initial approach
* Final approach
* Landing
The use of the CRM mailbox for collecting our (world-wide) expertise
provides you also with a valuable learning tool. By providing trainees with
specific information about good and bad performance, increases the
understanding of what CRM is all about. At least I had very good results
from this approach. I let my trainees do a little exercise during the
initial CRM session: a START-STOP-CONTINUE exercise:
a. START: what kind of behavior should you start with, because you now
realise the need and benefits of it. You learned during this CRM training
that that specific behavior identifies effective crew performance;
b. STOP: what kind of previous behavior is wrong and you decide not
to continue with it. You learned during this CRM training that that specific
behavior identifies poor crew performance;
c. CONTINUE: what kind of behavior (what is already second nature to
you) are you going to continue. You learned during this CRM training that
that specific behavior identifies effective crew performance;
The reactions on this exercise, and additionally, the events which happened
during the past half year in the Company provides me enough and adequate
examples to illustrate all CRM-aspects. Believe me, it is even better not to
use 'outside the Company' examples. Above all, keep your CRM training short,
simple and applicable to your own Company !
I hope you share my thoughts on the benefits of using this CRM mailbox for
collecting our global-expertise to identify effective flightcrew and
cabincrew performance.
Geert Hulshof
WINGSTAR
Aviation Training & Consulting