“training for resilience in the cabin” · •recruitment –selecting resilient people already...
TRANSCRIPT
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“Training for Resilience in the Cabin” Do we really need to change?
Ilona PodzigunCRMI - Cabin Crew
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Contents
Define resilience
Situations requiring Resilience
Research Findings
Classroom Exercises
Summary
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Resilience EASA ORO-CC Requirement
“the capacity to recover quickly from difficulties; toughness”
or…..“to prevent something bad from happening,
to prevent something bad from becoming worse,
to recover from something bad once it has happened”
Ron Westrum
“When the going gets tough, the tough get going”
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Resilience?
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Typical Situations requiring Resilience
• Delays
• Short flight with full service
• Medical issues
• Turbulence with long duration
• Full load
• Unruly passengers
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Research on Resilience• Questionnaire with two situations:
– Personal: very late hotel cancellation during long awaited holiday.
– Work: Diversion with 3 hours on ground and pax remaining on board – with announcement of another 2 hour delay.
– Assessed: Self-Control, Adaptability, Optimism, Self Sufficiency and Persistence.
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Leve
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Age
Resilience according to AgePersonal Situation vs Work Situation N = 413
Personal Work Linear (Personal) Linear (Work)
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F2 F1 CS CSD
Leve
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Grades
Resilience by GradePersonal Situation vs Work Situation N=413
Personal Work Linear (Personal) Linear (Work)
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Leve
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Years in Company
Resilience based on Years in CompanyPersonal Situation vs Work Situation N=413
Personal Work Linear (Personal) Linear (Work)
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Self Control Adaptibility Optimism Self Sufficency Persistence
Leve
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Components of Resilience
Perception of ResiliencePersonal Situation vs Work Situation N=413
Personal Work
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Resilience and the Big Five
Openness
Conscientious
Extroversion
Agreeableness
Neuroticism
Loves “new”; intellectually curious, creative, adventurous
Easygoing, relaxed, spontaneous, not
many rulesOutgoing,
enthusiastic, active, novelty-seeking
Co-operative, kind, affectionate, friendly
Not easily bothered, secure, emotionally
resilient
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Similar qualities
curiousself-confident
intuitive
competent creative
empathetic
constantly learning honest
optimistic
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Cabin Crew & Resilience
Korean Air – KE2708 – 777-300 – 2016
Emirates – EK521 – 777-300 - 2016
British Airways – BA2276 – 777-200 - 2015
Asiana Airlines – OZ214 – 777-200 - 2013
British Airways – BA38 – 777-200 – 2008.
CRM Recurrent 1 CC/Rev 0-17/Feb 2017
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Components of Resilience in CRM
• Self Control – stress & workload management, decision-making, judgement & knowledge
• Adaptability – information processing, situational awareness, knowledge
• Optimism – communication, attitude and behaviour• Self Sufficiency – personality awareness, self-assessment
and self-critique, conflict management, leadership • Persistence – assertiveness, teamwork, fatigue and
vigilance
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Resilience – how do we train for it?
• Threat & Error Mngt• Exercise & Case study• Silent review• Group activity
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Evacuation Exercise…
Flight Brief
You are finishing a flight and the aircraft is coming into land;
After touch down the aircraft is involved in an accident;
As Cabin Crew you are required to manage the evacuation;
During approach you have no indication that there is any abnormal situation.
CRM Recurrent 1 CC/Rev 0-17/Feb 2017
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Evacuation Exercise…To evacuate the following rules apply:
• For all decisions/actions you must consider your Qatar Airways procedures
• You can only pick up and drop one bean in time with the clock beat (audio)
• If you determine you are unable to use your door you can pass your beans into another crewmembers zone
• You will be provided cards that represent the conditions you are experiencing (water level, smoke etc.) you must react accordingly
• Do not read your card to others, you can only communicate as you would in the cabin
• You have a limited time.
CRM Recurrent 1 CC/Rev 0-17/Feb 2017
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STAR WARSGALACTIC BATTLE
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SITUATION
• It is the year 2060 and you are on board the Battle Craft the “Lemac”. The Snoobab’s have attached a Toidi bomb to the craft.
• It cannot be detached since this will cause it to blow up with a force of 200 Megatons, destroying yourselves and the fleet.
• You need to get back to the mothership and dock, entering your calculated ATA into the bomb to defuse it.
CRM Recurrent 1 Combined/Rev 0-17/Feb 2017
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HOW MANY MIRSARE THERE IN
AN HOUR?
THERE ARE 2 MIRSIN AN HOUR.
WHAT IS A MIPP? A MIPP IS A WAYOF MEASURING
DISTANCE.
HOW FAST DOES THE LEMAC TRAVEL
FROM THE CURRENTPOSITION TO
STELLAR LACTIC?
A WOR IS 5 MIRS. WHAT IS A WOR?
A DAR IS 10 WORS. WHAT IS A DAR?
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Components of Resilience
• Self Control – acting or reacting
• Adaptability – improvise & creativity
• Optimism – maintaining a positive outlook
• Self Sufficiency – trust in own talents & solutions
• Persistence – stick-to-it attitude
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Summary• Resilience appears to be an inherent trait of Cabin
Crew – part of personality• Cabin Crews world wide have demonstrated high
levels of resilience in aircraft accidents• Recruitment – selecting resilient people already• It appears that components of CRM have always
promoted resilience• Challenging exercises at the end of the CRM day a
good way to promote and enhance Resilience.
When the going gets tough – the tough get going