1. CRM 1204 CREW RESOURCE MANAGEMENT
Presentation 5: Interpersonal Skills: Teamwork
Presented by Mohd Amirul for AMC

2. Presented by Mohd Amirul for AMC
Learning Outcomes
At the end of this lecture, student should be able to:
Practice the concepts of good teamwork and appreciate the importance of teamwork as elements of the flight operations
Presented by Mohd Amirul for AMC

3. Outline for the Presentation
CRM skills (review)
Teamwork
Synergism
Element in the Team
Skills of Teamwork
Advantage of Effective Teamwork
Challenge of Teamwork
Group Activity (Case Study)
Conclusion
COMMUNICATION
The ability to clearly and accurately send and acknowledge timely information, instructions, or commands, and provide useful feedback
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4. Presented by Mohd Amirul for AMC
CRM skills
CRM is concerned not so much with the technical skills but rather with the cognitive and interpersonal skills needed to manage the flight.
Cognitive skills are defined as the mental processes used for gaining and maintaining situational awareness, for problem solving and decision making.
Interpersonal skills are regarded as communications and a range of behavioral activities in the teamwork
CRM skills
Cognitive
Interpersonal
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5. Cognitive and Interpersonal Skills
Cognitive Skills
Situational Awareness
Problem Solving &Decision Making
Interpersonal Skills
Communications
Teamwork
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6. Major Causes of Human Error in Aircraft Accidents
Lack of Situational Awareness Poor Decision Making Lack of Communication Lack of Teamwork Lack of Resources Lack of Knowledge Lack of Assertiveness Distraction Pressure & Stress Crew Fatigue
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7. Presented by Mohd Amirul for AMC
Teamwork
Team: a cooperative unit
Teamwork: The process of working together with a group of people, in order to achieve a goal.
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8. Presented by Mohd Amirul for AMC
Synergism
Synergism: Successful Teamwork
Produced by a process of *interaction between crew members, whereby each of individual is empowered (give or delegate power or authority to) and encouraged in the most effective way to the overall task of the team.
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9. Presented by Mohd Amirul for AMC
Cont.
Interaction unlikely to occur unless all individual members of the team fully understood their role within the group, decision making and action taking.
Presented by Mohd Amirul for AMC

10. Cont. Succesful Teamwork can be achieved when:
Prerequisite for Synergy:
Good communication
High degree of situational awareness
Good decision making process
Greater Than
Sum of the efforts of the INDIVIDUAL CREW MEMBERS acting in ISOLATION (alone)
Output or product of teamwork
Of the group/crew
members
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11. Presented by Mohd Amirul for AMC
Elements in the Team
Leadership
(leader)
Followership
(follower)
Teamwork
(team)
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12. Presented by Mohd Amirul for AMC
Cont.
Why do people follow leaders? If we can understand this, then we will be a long way down the road to creating those followers and hence becoming an effective leader.
People don't just follow anyone. You can't just say 'follow me' and expect people to follow out of the goodness of their hearts. You have to give them good reason for them to follow.
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13. Presented by Mohd Amirul for AMC
Leader
Leader: A person whose ideas and actions *influence the thought and the behavior of others.
*How to influence others??
Use example and persuasion
Understanding the goals and desires of the group.
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14. Presented by Mohd Amirul for AMC
Cont.
Leadership: The ability to direct and coordinate the activities of other crew members, and to motivate the crew to work together as a team in order to ensure a safe, efficient and successful outcome
Relation between Leadership and Teamwork
Leadership involves teamwork
Quality of leaders depends on the success of the leader’s relationship with the team members.
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15. Presented by Mohd Amirul for AMC
Cont.
All crew members must adopt a leadership role because at certain emergency situation they must take over the role.
(e.g. co-pilot takeover captain role; junior flight attendant takeover chief flight attendant role)
In fact, all of us must have a leadership skill to manage ourself. So everyone is a leader for their own.
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16. Presented by Mohd Amirul for AMC
Follower
Follower: A person who *accepts the leadership of another.
*How to accept?
Exercise supporting role
Not undermine the leader
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17. Presented by Mohd Amirul for AMC
Cont.
Followership: the capacity (capability) or willingness to follow a leader.
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18. Presented by Mohd Amirul for AMC
Team
Team: A cooperative unit
Must function effectively from the moment they are formed (e.g. perhaps only an hour or so before the flight)
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Cont.
Requirement:
Establish mutual (common/same/share) expectation
(What is your expectation for your flight??)
Encourage open communication.
Team members (crew members) should not be afraid/embrassed to speak up.
They must be *assertive
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20. Presented by Mohd Amirul for AMC
*Assertiveness
Assertiveness: ability to express your opinion without ignoring or hurting the opinions, needs, and feelings of others.
How to be assertive?
Providing relevant information without being asked.
Making suggestions.
Asking questions as necessary.
Maintain position when challenged.
Stating opinions on decisions (clearly and firmly)
Refusing an unreasonable request (Able to say “NO”)
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21. Presented by Mohd Amirul for AMC
Cont.
Remember!!!
Each aircrew member must be willing to act assertively if they are going to fulfill their responsibility towards mission success
Use assertive statements rather than aggressive or passive behavior
It’s what you don’t say that can kill you
Presented by Mohd Amirul for AMC

22. Teamwork Skills Leadership and Managerial Co-Operation
Decision Making and problem Solving
Communication
Followership
Crew Coordination
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23. Leadership and Managerial Skills
Effective leadership/managerial skill is needed to achieve joint task completion within a motivated, fully functioning team through co-ordination and persuasiveness.
Main skills:
Authority and Assertiveness
Providing and Maintaining the Standards
Planning and Coordination
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24. Leadership Skill: Authority and Assertiveness Skills
Authority: The power or right to give orders or make decisions.
This skills infers the ability to create a proper challenge and response atmosphere.
The given command authority of the Captain should be adequately balanced by assertiveness and crew members participation.
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25. Presented by Mohd Amirul for AMC
Cont.
Poor Practice
Good Practice
Hinders(blocks)/withholds crew involvement
Takes initiative to ensure involvement and task completion
Passive (does not show initiative for decisions; own position not recognizable)
Takes command if situation requires.
Does not show appreciation for the crew; coaches very little or too much
Motivates crew by appreciation and coaches when necessary
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26. Leadership Skill: Providing and Maintaining the Standard Skills
Refers to comply with Standard Operating Procedures (SOP) for the task completion.
Supervision and intervention on crew members in following the standards
If the situation requires, non-standard procedures might be necessary but it shall be discussed and announced to other crew members first.
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27. Presented by Mohd Amirul for AMC
Cont.
Poor Practice
Good Practice
Does not comply to SOPs
Ensures SOP apply
Does not monitor crew for SOP
Intervene if task completion not follow standard
Does not intervene in case of error
Consult the crew if not apply not apply non-standard procedure.
Apply non-standard procedure without w\announcement or consultation of crew members
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28. Leadership Skill: Planning and Coordination
Refers to apply an appropriate concept for organized task-sharing and delegation in order to achieve top performance and to avoid over workload.
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29. Presented by Mohd Amirul for AMC
Cont.
Poor Practice
Good Practice
Plans only for self, does not involve crew
Encourage participation in planning and task completion.
Intentions not stated or confirmed
Clearly states intentions and goals.
Change plan without informing crew or follows plans blindly
Having consulted crew, changes plan if necessary.
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30. Presented by Mohd Amirul for AMC
Cont.
Other skills:
Make suggestions
Balance Assertiveness
Assign tasks to all the crew
Making the crew want to perform activities
Leading by inspiration and example
Focus attention on critical aspects of the situation
Keep crew informed of mission information
Ask crew for mission relevant information
Admit mistakes
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31. Presented by Mohd Amirul for AMC
Followership Skills
To be effective follower, the crew must:
Respect the authority (Leader)
Balance Assertiveness
Accept Orders
Admit Errors
Provide Feedback
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32. Presented by Mohd Amirul for AMC
Co-Operation skills
Co-operation is the ability to work effectively between the crew/team members.
Skills needed:
Team Building and Maintaining
Consideration of Others
Support of Others
Conflict Solving
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33. Co-Operation Skill: Team Building and Maintaining Skill
Ability to establish positive interpersonal relation between crew members and their active participation in fulfilling the tasks.
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34. Presented by Mohd Amirul for AMC
Cont.
Poor Practice
Good Practice
Blocks open communication
Establish open atmosphere for open communication and participation.
Keep barriers between crew members
Encourages inputs and feedback from others.
Compete with others
Does not compete with others.
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35. Co-Operation Skill: Consideration of Others
Consideration of others involves the acceptance of others and understanding their personal condition.
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36. Presented by Mohd Amirul for AMC
Cont.
Poor Practice
Good Practice
Ignores suggestion of other crew members.
Takes notice of the suggestions of other crew members even if you do not agree.
Ignores the condition of other crew members.
Takes condition of other crew members into account
Show no reaction to other crew members problem.
Gives appropriate personal feedback
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37. Co-Operation Skill : Support of Others
Support of others relates to giving help to other crew members when they need assistance.
Poor Practice
Good Practice
Hesitate to help other crew members in demanding situations
Help other crew members in demanding situations
Do not offer assistance
Offer assistance
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38. Co-Operation Skill : Conflict Solving
Articulation (joint) different interpersonal positions and giving suggestions for solution.
*Conflict means a serious disagreement or argument. It can have a serious effect on decision making quality.
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39. Presented by Mohd Amirul for AMC
Cont.
Poor Practice
Good Practice
Overacts in interpersonal conflicts
Keep calm in conflicts
sticks to own position without considering a compromise (agreement)
Considering a compromise and suggest conflict solution
Simply blame other crew members of making errors
Concentrate on what is right rather than who is right.
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40. Crew Coordination Skills
Advantage of teamwork over a collection of highly skilled individuals
For example:
Professional football team
Every coach and manager must know the best player for each position.
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41. Presented by Mohd Amirul for AMC
Cont.
Skills needed:
Recognize the pilot posses the maximum capacity for the primary task of flying the aircraft and making decision.
workload is equally distributed among the crew members (avoid excessive workload)
ensure co-ordinated co-operation including exchange of information.
support from the fellow crew members and monitoring of each others performance .
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42. Presented by Mohd Amirul for AMC
Cont.
Advantage of crew coordination:
Increase in safety by redundancy to detect and remedy (correct) error.
Increase in efficiency by the organized use of all existing resources.
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43. Advantage of Effective Teamwork
Effective teamwork has several positive sides
The more eyes and ears the better
Fewer and shorter delays
Increases in morale
Increase in job satisfaction
Increase efficiency
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44. Presented by Mohd Amirul for AMC
Challenge in Teamwork
Different team members
Flight crews do not always involve the same individuals on a regular basis. Teams, therefore, have little opportunity to grow and form over time, perhaps only an hour before the flight.
Different age an experience
There may be a large difference in age and experience between the various team members. Examples:
younger, less experienced co-pilot may be unwilling to challenge or query the Captain's actions in any way.
cabin crew may be unwilling to 'bother' the cockpit crew with concerns.
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45. Group Activity (Case Study): Teamwork in Flight 232, (July 19, 1989
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46. Group Activity (Case Study): Teamwork in Flight 232, (July 19, 1989)
A United Air Lines DC-10 crashed at Sioux City, Iowa after an engine explosion caused the total loss of all hydraulics system.
Although the aircraft crashed, the crew managed to land on a runway saving 187 of 298.
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47. Sioux city crash chronology:
Cont.
Sioux city crash chronology:
2.09 p.m. : take-off from Denver Airport to Chicago.
3.16 p.m. :
While passenger finishing their meal sudden blast (loud bang sound) heard and felt by all the occupants of the airplane. But no sign in any visible damage inside the plane.
In cockpit, captain check the engine instrument and identisfy no. 2 engine is mulfunction.
He was asked to manipulate the throttles to control pitch and roll, which was difficult because the plane had a continuous tendency to turn to the
right.The no. 1 and 3 thrust levers couldn't be used symmetrically, so he used two hands to manipulate the throttles. Sioux City Airport was sighted at 9 miles out, but the aircraft was aligned with the closed runway 22 (6600 feet long) instead of the longer (8999 feet) runway 31. Given the position and the difficulty in making left turns, the approach to runway 22 was continued. The aircraft approached with a high sink rate (1620 feet/min for the last 20 seconds) at an airspeed of 215 knots. At about 100 feet above the ground the nose began to pitch downward and the right wing dropped. The plane touched down on the threshold slightly left of the centreline, skidded to the right and rolled inverted. The DC-10 caught fire and cartwheeled.
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48. Presented by Mohd Amirul for AMC
Cont.
3.17 p.m.:
Captain shut down no. 2 engine (*there is 3 engine on DC-10 aircraft)
Flight engineer spot all *hydraulic system of the airplane are empty.
*Hydraulic system: operate flap, rudder, aileron and elevator.
Without these control, the pilot not be able to sail the plane (pitch up, pitch down, roll)
Co-Pilot identify flight control no longer respond
Now aircraft is 11,000 meters on the sky.
The pilot have no choice except to find long runaway to make an emergency landing.
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49. Presented by Mohd Amirul for AMC
Cont.
In your group please:
Identify/study the error.
Make the emergency plan:
Make a milestone (step) from the beginning when the error spotted and to the emergency landing. (ignore emergency landing standard procedure by FAA)
Assign the role for each crew members in this emergency situation.
Make a dialog-script form for this situation and try to practice them (apply communication skills)
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50. Presented by Mohd Amirul for AMC
Cont.
Key Player
Key Player:
Cockpit Crew: Captain, First Officer (co-pilot) & Flight Engineer
Air Traffic Controller
Ground Crew: Aircraft Fire & Rescue Services, Ambulance & Health professionals
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51. Presented by Mohd Amirul for AMC
Conclusion
Consequently, good communications within the group, a high degree of situational awareness and a full understanding of the decision-making process by all members of the group are all fundamentals for create the effective performance of the team as a whole.
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52. Presented by Mohd Amirul for AMC
Key Points
Teamwork
Synergism
Element in the Team
Skills of Teamwork
Advantage of Effective Teamwork
Challenge of Teamwork
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53. End of Presentation #5 Q/A session
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54. Presented by Mohd Amirul for AMC
Quotes of the Day
There is no “I” in “TEAMWORK”.
Teamwork divides the task and doubles the success.
None of us is as smart as all of us.
Coming together is a beginning. Keeping together is progress. Working together is success.
Presented by Mohd Amirul for AMC