If you haven't already, Asliegh Merrit has done some very interesting
research on societal cultures. Most of her work deals with aircrews, but it
lays a foundation for my thoughts on your questions. A course on human
factors needs to be "tailored " to the culture in which it is to be
presented. Communication is probably viewed differently by inner city gangs
and PhDs. So too are the subjects of resource management viewed differently
by maintainers than by aviators and/or PhDs. My point is that the best and
most effective course from a results standpoint will be one that is accepted
by the target audience.
We have found that involving members of the audience in the development of
the courseware works wonders in the acceptance department and aids in
avoiding the "culture traps" that exist in every organization.
Secondly, you are right on point with you description of the facilitator,
though I would add one more desirable: that the facilitator have credibility
with the audience to be trained.
Finally, try out the course on the first and supervisors. Solicit and act on
their inputs before taking the course to the general population. As some
airlines discovered, the best CRM courses can be all but neutralized, if they
are not supported in the work place and in the employee evaluation process.
Good luck with your answer, hope your audience is receptive.
Dave Wilson
CRM Program Manager
HTI crmwilson_at_aol.com