2/24/2017

WIZZ AIR
Initial Crew Resource Management Training

CRM

What is CRM?

The effective use of all the

available resources in order to
achieve a safe, effective and
efficient flight.

= HELPING EACHOTHER

2 2

1
 2/24/2017

HOW IT ALL STARTED?

1972 Miami, Florida, Everglades,
Eastern Airlines

1977 Tenerife, Los Rodeos Airport,

KLM & Pan Am

1989 Kegworth air disaster,

British Midland flight 92

1991 – CRM implemented

COURSE OBJECTIVES
To improve and develop CRM skills & attitudes and be able to use them in the organization culture.

Company safety culture, organizational factors & specifics

CRM basics
Human factors
Human error (error and reliability, threat and error management)
SOP’s
Human performance and limitations
Stress and stress management
Workload management
Fatigue and vigilance
Emotional intelligence (personality awareness, self-assessment, attitudes and behavior, self-critique)
Information acquisition & processing
Situation awareness (surprise & startle effect, resilience development)
Leadership (cooperation, synergy, delegation, actions)
Cultural differences
Reporting (participation in cabin safety incident and accident reporting)
Communication
Passengers human factors

By using case studies, group discussions and exercises

4 4

2
 2/24/2017

ORGANIZATIONAL FACTORS

Design

Training

Policies

Procedures

5 5

SPECIFICS RELATED TO A/C

Aircraft type:
Airbus
A320
A321

PAX number:
180 + 18
230 + 23

Crew composition:
2 pilots + 4 cabin crew
2 pilots + 5 cabin crew

6 6

3
 2/24/2017

COMPANY SAFETY CULTURE

What does it mean?

Ways that safety issues are addressed in a workplace

How important is safety for WIZZ?

SAFETY is of the utmost importance in Wizz day to day

operations!
(Wizz ethos: safe, legal, on time)

What does our company use/apply for safety culture?

7 7

HUMAN FACTORS IN AVIATION

Who is having accidents?

CAUSES OF AIRCRAFT ACCIDENTS

70-80% 20-30%
WEATHER
Aircrew Error! EQUIPMENT
MAINTENANCE
AIRPORT/ATC
OTHER

8 8

4
 2/24/2017

HUMAN ERROR & RELIABILITY

Who makes mistakes?

What is an error?

What errors do we make?

Which models we use to describe

Human Error?

What is a threat?

How to manage errors / threats?

9 9

THREAT & ERROR MANAGEMENT

T P

I
r
o
THREATS
M a
E c
t
AVOID
i
v
e
ERRORS
R
e
TRAP
a
c
t
UAS
i
v
e
MITIGATE

10

5
 2/24/2017

SHELL MODEL

11 11

CASE STUDY –SAUDIA FLIGHT 163

Date: 19 August 1980

Summary: in-flight fire in cargo hold
Site: Riyadh, Saudi Arabia
Passengers: 287
Crew: 14
Fatalities: 301 (all)
Operator: Saudia
Flight origin: Karachi, Pakistan
Destination: Jeddah , Saudi Arabia

12 12

6
 2/24/2017

SOP’S

Why do we have SOPs?

Can we deviate from the SOPs?

When?

Are written in the

Why people deviate from them? blood of the ones who
Consequences? failed to use them!

13 13

REPORTING

What are the ways of reporting?

Mandatory - CRF , SAMS
Anonymous – WICORP

What is the importance of reporting?

What is ‘just culture”?

A culture in which employees are not punished.
when reporting about the errors they make

14 14

7
 2/24/2017

HUMAN PERFORMANCE AND LIMITATION

Why is it important to talk about it at CRM training?

What are your limitations?

What influence do your limitations have on your performance?

Why is it helpful to be aware of them?

How can you deal with them?

15 15

HUMAN PERFORMANCE AND LIMITATION

EXERCISE: Using all your available resources, please explain the

following systems: how it works, what affections can appear, how to
maintain them healthy?

1. Circulatory system ( blood donation)

2. Oxygen system (hyperventilation, hypoxia)

3. Sensory system:

3.1 Vestibular system

3.2 Hearing system

3.3 Visual system

16 16

8
 2/24/2017

HELIOS FLIGHT 522

Date: 14 August 2005

Summary: Lack of cabin pressurization and pilot error,
leading to crew incapacitation due to hypoxia,
and subsequent fuel exhaustion.
Site: Grammatiko, Marathon, Greece
Passengers: 115
Crew: 6
Fatalities: 121 (all)
Aircraft type: Boeing 737-31S
Aircraft name: Olympia
Operator: Helios Airways
Flight origin: Larnaca, Cyprus
Stopover: Athens, Greece
Destination: Prague ,Czech Republic

17 17

FLYING AND HEALTH

FOOD
What to eat?
What NOT to eat?
When to eat?

DRINK
What to drink?
When to drink?
How much to drink?

MEDICATION

When to take medicine?

When NOT to take and what NOT to take?

18 18

9
 2/24/2017

STRESS

How would you define it?

What stressors we might face?

What are the effects of stress?

How can we manage stress?

19 19

STRESS & WORKLOAD

MANAGE YOUR TASKS!
NEVER GET THERE !!!

Do you know where is YOUR optimum stress point?

20 20

10
 2/24/2017

OVERLOAD VS. UNDERLOAD

21 21

SLEEP

What is the purpose of sleep?

What are the stages of sleep?

What are the effects of sleep loss?

What sleep disorders do you know?

How we can improve our sleep?

Micro-sleep?

22 22

11
 2/24/2017

FATIGUE AND VIGILANCE

What is fatigue?

What are the effects of fatigue?

How we can manage fatigue?

What is vigilance?

How are vigilance and fatigue related?

How we can maintain high vigilance?

23 23

I’M SAFE

Illness

Medication

Stress

Alcohol

Fatigue

Emotions

24 24

12
 2/24/2017

SUMMARY EXERCISE
WIZZ CRM - Human Human HPL Flying/
basic Factors Error Health
100 100 100 100 100 100

200 200 200 200 200 200

€ WIZZIONAIRE
300 300 300 300 300 300

500 500 500 500 500 500

800 800 800 800 800 800

25 25

EMOTIONAL INTELLIGENCE

What is Emotional
Intelligence?
Emotional intelligence is the ability to
recognize your emotions, understand them
and realize how your emotions affect people
around you

It is a crucial key for being team member and

effective leader

26 26

13
 2/24/2017

PERSONALITY ICEBERG

Only 10% of any iceberg

is visible. Behaviour
The remaining 90%
is below sea level.

Personality

27 27

TYPES OF PERSONALITY
Do you know WHO you are?

28 28

14
 2/24/2017

BEHAVIOUR AND ATTITUDE

29 29

BEHAVIOUR AND ATTITUDE

30 30

15
 2/24/2017

BEHAVIOUR

SUBMISSIVE ASSERTIVE AGGRESIVE

Our behaviour is our choice!

31 31

SELF-CRITIQUE

Definition of self-critique

Constructive self-criticism

Destructive self-criticism
- effects
- how to improve

Self-compassion

32 32

16
 2/24/2017

INFORMATION PROCESSING

33 33

INFORMATION PROCESSING

Can we trust our senses?

Can our senses be fooled?

http://www.theschoolrun.com/

34 34

17
 2/24/2017

ILLUSIONS

Let’s twist
our mind…

35 35

ATTENTION RESOURCES

Multi-tasking

Selective attention

Divided attention

Stress and attention

36 36

18
 2/24/2017

SITUATIONAL AWARENESS

What is situational awareness?

Knowing what is going on and being prepared for the unexpected.

What can lead to loss of S.A.?

How can we maintain a good S.A.?

When do we, by definition, loose S.A. ?

If S.A. lost which are the steps to regain it?

37 37

CASE STUDY-
HUDSON RIVER MIRACLE

Date: January 15, 2009

Summary: Multiple bird strikes, controlled
ditching
Site: In the Hudson River between New York
City and New Jersey ,United States
Passengers: 150
Crew: 5
Fatalities: 0
Aircraft type: Airbus A320-214
Operator: US Airways
Flight origin: LaGuardia Airport, New York
Destination: Seattle Tacoma International
Airport

38 38

19
 2/24/2017

SURPRISE AND STARTLE EFFECT

What is startle effect?

Is a defensive response to sudden or threatening stimuli, and is associated with
negative affect.

How is it different from surprise?

How does it affect us?

How can we improve it?

39 39

DECISION MAKING

How would you define decision making?

How is aeronautical decision making different

from normal decision making?

Is it better to take decisions as an individual

or in a team (in aviation)?

What are the elements of decision making?

What barriers we might face when making decisions?

40 40

20
 2/24/2017

RESILIENCE
DEVELOPMENT

What is resilience?

How do we experience it?

What can we do about it?

41 41

SUMMARY EXERCISE

‘CHARADES’

42 42

21
 2/24/2017

LEADERSHIP

What is leadership?

What is authority?

Are they the same or different ? Why?

Authority is when people are forced to listen to you.

Leadership is when people choose to listen to you.

Leadership will motivate, engage, and empower your staff.

Authority will simply remind them who is boss.

Simply being the boss does not make you a leader, and being a leader is not limited by
the prerequisite of also being the boss.

43 43

LEADERSHIP, AUTHORITY,
FOLLOWERSHIP
What characteristics does a good leader have?

What characteristics does a boss have?

What is Followership?

To whom are they important?

What characteristics do they have?

44 44

22
 2/24/2017

TEAMWORK, COOPERATION, ACTIONS,

SYNERGY & DELEGATION

What is a team?

How important is teamwork in our job?

How can we have an efficient cooperation ?

Let’s get ‘lost on the moon’….

45 45

CULTURAL DIFFERENCES

Do you know how many different nationalities are working for Wizz?

Number of nationalities: a total of 42 and still growing….

46 46

23
 2/24/2017

CULTURAL DIFFERENCES

What are cultural differences?

What difficulties we might face working in a multi-culti

company?
Treat others
Why is it important to have knowledge about other the way you
cultures and their habbits?
want them
How we can overcome misunderstandings?
to treat you!
What are the benefits of all of us having different
background?

What connects people in Wizz?

47 47

COMMUNICATION

48 48

24
 2/24/2017

COMMUNICATION LOOP

MESSAGE CHANNEL

SENDER RECEIVER

FEEDBACK

49 49

COMMUNICATION

What is communication?

Why is it important for you, as cabin crew?

Which are the ways of communication?

What can make our communication difficult?

50 50

25
 2/24/2017

COMMUNICATION BARRIERS

Cultural
Majority of the
Personal barriers are Distance
Noise
Rank
Age internal and they Vibration
Technical problems
Knowledge
Stress
are the most Physical (ex: cockpit
door)
Surprise element difficult to
ATTITUDE
overcome!

51 51

COMMUNICATION

GENERAL COCKPIT

7% WORDS 84%
(language)

PARALANGUAGE
38% 15%
(tone, pitch, rate, volume and emphasis)

BODY LANGUAGE
55% 1%
(non-verbal)

26
 2/24/2017

FEEDBACK

What is feedback?

Why feedback is important?

What is effective feedback?

What techniques you can use?

FEEDBACK IS
CONSTRUCTIVE!

53 53

KEGWORTH AIR DISASTER

Date: 8 January 1989

Summary: Engine fan blade fracture (design flaw)
Site: Kegworth, Leicestershire, England
Passengers: 118
Crew: 8
Injuries (non-fatal): 79
Fatalities: 47
Survivors: 79
Aircraft type: Boeing 737-400
Operator: British Midland
Flight origin: London Heathrow Airport
Destination: Belfast International Airport

54 54

27
 2/24/2017

PAX- HUMAN FACTORS

Role play 1

Crowd control
What does it mean?

How can you control a crowd?

What barriers did you face?

How could it be improved?

55 55

PAX- HUMAN FACTORS

Role play 2

PAX stress
What stressors PAX face during their journey?

What effects does the stress have on them?

What can we, as CC, do about it?

56 56

28
 2/24/2017

PAX- HUMAN FACTORS

Role play 3

Conflict management
What is a conflict?

What you should NOT do during a conflict?

What are the good practices in a conflict?

57 57

CONFLICT MANAGEMENT MODEL

58 58

29
 2/24/2017

PAX- HUMAN FACTORS

Role play 4

Medical factors
What medical cases we might expect on board?

How to deal with medical cases?

How do this cases influence us and our mental state?

59 59

CONCLUSION: PAX-HUMAN FACTORS

Just like the crew’s human side can have an enormous
effect on the outcome of incidents/accidents,
we should remember PAX human factor as well, as it
has a huge influence on the crew’s life.

60 60

30
 2/24/2017

DID WE ACHIEVE OUR GOAL?

To improve and develop CRM skills & attitudes and be able to use them in the organization culture.

Human performance and limitation

Threat and human error
Self-awareness (self- assessment, personality-attitude-behavior, assertiveness, self-critique)
Stress, fatigue and vigilance
Information processing
Situational awareness, startle effect
Decision making, resilience development
Leadership and teamwork
Cultural differences
Communication
Company safety culture and organizational factors
SOPs and reporting

By using case studies, group discussions and exercises

61 61

SUMMARY EXERCISE

THE SURPRISE
☺

62 62

31
 2/24/2017

63 63

REFERENCES:
Aronson E., Wilson T. D., Akert R. M., Social Psychology. The Heart and the Mind, Pearson, New York 2012.
Adler R., Lawrence B. Rosenfeld, Russell F.Proctor, Interplay. The Process of Interpersonal Communication, Oxford
of University Press, 2012
Alberti R., Emmons M., Your Perfect Right. A Guide to Assertive Living, Impact Pub, 1995
Cialdini R., Influence. Science and Practice, HarperCollins, New York 2009
Goleman D., Emotional Intelligence. Why It Can Matter More Than IQ, Batman Books, New York 1995
Goleman D., Working with Emotional Intelligence, Batman Books, New York 1998
Goleman D., Social Intelligence, Batman Books, New York 2007
Helmreich R.L, Klinect J.R., Wilhelm J.A., Models of threat, error and CRM in flight operations. In proceedings of The
Tenth International Symposium on Aviation Psychology, Columbus, The Ohio State University, 1999
Kabat-Zinn J., Wherever you go, there you are, Hyperion, New York 1994
Mehrabian A., Silent messages. Implicit Communication of Emotions and Attitudes, Wadsworth, Belmont, California
1972
Mehrabian A., Nonverbal Communication, Aldine Transaction, Chicago 2007
Merritt A., Klinect J.R., Defensive Flying for Pilots. An introduction to Threat and Error Management, 2006
Newstrom J., Scannell E., The Big Book of Team Building Games, McGraw-Hill Education, 1997
Navarro J., What EveryBODY is saying, HarperCollins, 2008
Pease Allan and Barbara, The Definite Book of Body Language, Bantman Books, New York 2006
Reason J., Human Error, Cambridge University Press, Cambridge 1990
Reece B., Effective Human Relations. Interpersonal and Organizational Applications, South-Western College Pub,
Cincinnati, 2013
West E., The Big Book of Icebreakers. Quick, Fun Activities for Energizing Meetings and Workshop, McGraw-Hill
Education, 1999

64

32
 2/24/2017

REFERENCES:

http://skybrary.aero/index.php/Threat_and_Error_Management_(TEM)
http://flightsafety.org/archives-and-resources/threat-and-error-management-tem
http://flightsafety.org/files/tem_dspt_12-6-06.pdf
https://www.casa.gov.au/sites/g/files/net351/f/_assets/main/lib100030/banks-tem.pdf
https://www.caa.govt.nz/.../TEM_handout.pdf
www.faa.gov/.../TEM_and_LOSA_Training.ppt
http://aviationknowledge.wikidot.com/aviation:tem-threat-and-error-management
http://www.airbus.com/fileadmin/media_gallery/files/safety_library_items/AirbusSafetyLib_-FLT_OPS-HUM_PER-
SEQ07.pdf
http://www.skybrary.aero/index.php/James_Reason_HF_Model
http://flightsafety.org/ap/ap_oct92.pdf
http://www.skybrary.aero/index.php/Human_Error_Types
https://www.faa.gov/data_research/research/med_humanfacs/oamtechreports/2000s/media/0524.pdf
http://www.boeing.com/commercial/aeromagazine/aero_08/human_textonly.html
https://www.mindtools.com/community/pages/article/JohariWindow.php?route=pages/article/JohariWindow.php
https://www.usc.edu/hsc/ebnet/Cc/awareness/Johari%20windowexplain.pdf
http://www.selfawareness.org.uk/news/understanding-the-johari-window-model
http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1117770/

65 65

REFERENCES:

https://www.psychologytoday.com/blog/real-men-dont-write-blogs/201406/why-we-dont-give-each-other-break -
http://www.bewell-dowell.org/bewell/content.php?page=stress
https://www.casa.gov.au/education/standard-page/human-factors
https://www.mindtools.com/community/pages/article/JohariWindow.php?route=pages/article/JohariWindow.php
https://www.mindtools.com/community/pages/article/newCDV_59.php
https://www.mindtools.com/community/pages/article/newLDR_45.php
http://www.simplypsychology.org/personality-theories.html
http://psychology.about.com/od/overviewofpersonality/a/persondef.htm
http://www.16personalities.com/free-personality-test
https://www.mindtools.com/community/pages/article/Assertiveness.php
https://www.psychologytoday.com/blog/in-love-and-war/201310/the-art-constructive-self-criticism
http://psychcentral.com/blog/archives/2014/05/05/3-ways-to-quiet-self-criticism/
http://www.skybrary.aero/index.php/Information_Processing
http://www.bbc.com/future/story/20141118-how-many-senses-do-you-have.
http://www.academia.edu/8349430/How_can_we_trust_our_senses_to_give_us_truth
http://hubpages.com/education/A-Simple-Guide-to-Teaching-Resilience

66 66

33