JAA Administrative & Guidance Material
Section Four: Operations, Part Three: Temporary Guidance Leaflets (JAR-OPS)
01.02.98
Leaflet No. 6: Crew Resource Management - Cabin Crew
Note: The material contained in this Leaflet has been issued in accordance with Chapter 10 of Administrative & Guidance Material Section Four: Operations, Part Two: Procedures (JAR-OPS).
1 Introduction
1.1 In order to assist operators, the content of this Temporary Guidance Leaflet has been prepared to provide guidance as to what the Crew Resource Management training programme for cabin crew should cover. It is intended that in due course, this material will be part of an AMC to be included in JAR-OPS 1 and 3 Subpart O. When the whole package of cabin crew CRM material has been developed it will be subject to consultation under the JAA’s NPA process, the results of which may lead to modification of what follows.
2 Crew Resource Management - Cabin Crew Training
2.1 General
2.1.1 CRM is the effective utilisation of all available resources (e.g. crew members, aeroplane systems, and supporting facilities) to achieve safe and efficient operation.
2.1.2 The objective of CRM is to enhance the communication and management skills of crew members. To this end, cabin crew CRM training should reflect the scale and scope of the operation together with associated operating procedures and areas of operation which produce particular difficulties.
3 Cabin crew CRM training should cover the following:
3.1 Crew resource management from the perspective of an individual crew member:
a. Personality awareness;
b. Human error and reliability;
c. Automation, philosophy of the use of automation (if relevant to the type);
d. Information acquisition and processing, situation awareness, workload management;
e. Stress, stress management, fatigue and vigilance; and
f. Assertiveness.
3.2 Crew resource management from the perspective of the cabin crew team:
a. Operations with inexperienced cabin crew members;
b. Cultural differences;
c. Recognition and resolution of conflicting goals (e.g. conflict between safety and service duties);
d. Identification and management of the influence of passenger human factors on safety (unawareness of safety matters e.g. cabin baggage, safety briefings and announcements), apathy, aggressiveness, panic due to limited space and cabin environment, dependence, anxiety and fear;
e. Human error and reliability, error chain, error prevention and detection;
f. Individual and team responsibilities and actions in dealing with breaches of procedures; and
g. Effective communication and co-ordination within the cabin.
3.3 Crew resource management from the perspective of the whole aeroplane crew: (Whenever practicable, this training should be addressed during a combined training of cabin crew members and flight crew members, special emphasis being placed on bringing together senior cabin crew members and commanders).
a. Aeroplane type (narrow-bodied, wide-bodied, single-deck and multi-deck types);
b. Effective communication and co-ordination with the flight deck;
c. Delegation;
d. Leadership and team behaviour, synergy;
e. Decision making;
f. Initiative and response in case of breakdown of communication between the flight deck and the cabin; and
g. Briefings and procedures.
3.4 Crew resource management from the perspective of the operator and the aeroplane crew:
a. Company safety culture, SOPs, organisational factors;
b. Types of operation;
c. Effective communication and co-ordination with other operational personnel and ground services;
d. Participation in cabin safety incident and accident reporting; and
e. Case based studies.
Copyright © 1996-2005 by Neil C. Krey unless otherwise indicated.
Non-commercial reproduction rights granted if the following notice is included:
"Source: Neil Krey's CRM Developers Forum, http://www.crm-devel.org"