customer first safety always - aaets 2021
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Customer FirstSafety Always
Training to Balance the Daily Dilemma
Trevor Jensen
Director AA Nova
7 March 2018
2
3
4
5
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
6
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
Complacency
Complacency occurs when yoursquove been
doing something one way for so long
without incident that you assume there
can never be an incident
7
8
9
10
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
2
3
4
5
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
6
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
Complacency
Complacency occurs when yoursquove been
doing something one way for so long
without incident that you assume there
can never be an incident
7
8
9
10
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
3
4
5
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
6
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
Complacency
Complacency occurs when yoursquove been
doing something one way for so long
without incident that you assume there
can never be an incident
7
8
9
10
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
4
5
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
6
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
Complacency
Complacency occurs when yoursquove been
doing something one way for so long
without incident that you assume there
can never be an incident
7
8
9
10
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
5
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
6
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
Complacency
Complacency occurs when yoursquove been
doing something one way for so long
without incident that you assume there
can never be an incident
7
8
9
10
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
6
When anyone asks me how I can best describe
my experiences of nearly 40 years at sea I
merely say uneventful I have never been in
an accident of any sort worth speaking about
I never saw a wreck and have never been
wrecked nor was I ever in any predicament
that threatened to end in disaster of any
sortlsquo
Captain EJ Smith27 Jan 1850 ndash 15 Apr 1912
Complacency
Complacency occurs when yoursquove been
doing something one way for so long
without incident that you assume there
can never be an incident
7
8
9
10
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
Complacency
Complacency occurs when yoursquove been
doing something one way for so long
without incident that you assume there
can never be an incident
7
8
9
10
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
8
9
10
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
9
10
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
10
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
Retention of Learning
We retain
5 of what we hear
10 of what we read
30 of what is demonstrated
50 of what
we do in a
group
75 of what we
practice
11
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
Memory Decay Theory
o
f syll
ab
us r
eta
ined
Elapsed time
12
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
0
5
10
15
20
25
30
35
Nu
mb
er
of
Cab
in C
rew
Number of
participants
33 participants
failed to use bag
mask correctly
18 chest
compressions
at wrong site
22 did not achieve
the correct
compression depth
20 placed AED
pads correctly
CPR AED Skills Retention
Source Retention of knowledge and skills in first aid and resuscitation by airline cabin crewMahony PH Griffiths RF Larsen P Powell D
13
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
14
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
Everyday Experiences
ServiceDelivery
Commercial
Customer
First
15
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
Not Everyday Experiences
Safety
Regulatory
Safety
First
Thank
Goodness
16
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
The Daily Dilemma
ServiceDelivery
Safety
Safety
ServiceDelivery
Commercial
Customer
First
Regulatory
Safety
First
75 of what we
practice
17
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
Experience is the Best Teacher
ServiceDelivery
Safety
Commercial
Customer
First
Regulatory
Safety
First
ldquoFlight attendants who experienced on-
board emergencies and successfully
solved the emergency situations improved
their perceptions of the usefulness of the
safety manual the importance of pre-flight
briefing and continuous mental practice
and rehearsal
These findings showed that among
flight attendants experience is the best
teacherrsquo
Source Bani-Salameh Zakaria 18
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
The Aviation Safety Record
19
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
We need Experience without the ldquoExperiencerdquo
SEPs twice a year
Rostered practice
Random knowledge
checks
20
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
21
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
22
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
Thank you
Trevor Jensen
Director AA Nova
7 March 2018
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