HUMAN FACTORS

Technical Training

Part-66: Module 9

HUMAN
FACTORS
Part-2

FOR TRAINING PURPOSE ONLY 1

HUMAN FACTORS CRM
Technical Training
The purpose of the CRM is to tackle these accidents statistics
and consider Ways of reducing them.

This is through a better management of the available resources.

How to do that is The object of the course.

Five main topics are addressed:

1- Error, performance and safety

2- Factors affecting performance

3- Communication

4- Procedures and practices

5- Team performance
FOR TRAINING PURPOSE ONLY 2
HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 3

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 4

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 5

 HUMAN FACTORS
Main maintenance errors
Technical Training

1- Incorrect installation of components

2- Fitting of wrong parts
3- Electrical wiring discrepancies
4- Loose objects left in the aircraft
5- Inadequate lubrication
6- Cowlings, access panels, fairings not secured
7- Fuel/oil caps and refuel panels not secured
8- Landing gear ground lock pins not removed before departure

FOR TRAINING PURPOSE ONLY 6

 HUMAN
Why FACTORS
do we make errors?

Technical Training

• Lack of experience
• Rushed
• Distractions
• Our Own Human Performance/ Limitations
• Stress
• Crews make mistakes several times during each
flight, most of which are unimportant
• However it can be beneficial to recognize and learn
from errors, since it will help manage your
resources better during the next flight
FOR TRAINING PURPOSE ONLY
HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 8

 HUMAN FACTORS

Technical Training

Slips: The plan of action may be perfectly adequate, but the

actions do not go as planned.

Mistakes: The actions may go according to plan, but the plan is

not adequate to achieve its intended outcome.

FOR TRAINING PURPOSE ONLY 9

 HUMAN FACTORS
Error Technical Training

… and the mistakes

we make as humans ...

FOR TRAINING PURPOSE ONLY

 HUMAN FACTORS
Variable Versus Constant Errors
Technical Training

Variable error Constant error

The implication is that constant errors may be predicted

and therefore controlled, whereas variable errors cannot
be predicted and are much harder to deal with.
FOR TRAINING PURPOSE ONLY 11
HUMAN FACTORS Murphy’s Law
Technical Training

There is a tendency among human beings towards

complacency.

FOR TRAINING PURPOSE ONLY 12

 HUMAN FACTORS Murphy’s Law
Technical Training

The belief that an accident will never happen to “me” or to

“my Company” can be a major problem when attempting to
convince individuals or organizations of the need to look at
human factors issues.

“Murphy’s Law” can be regarded as the notion:

“If something can go wrong, it will.”

“it will never happen to me”

FOR TRAINING PURPOSE ONLY 13

HUMAN FACTORS
BOEING’S Three basic tenets of Human Error
Technical Training

FOR TRAINING PURPOSE ONLY

14
HUMAN FACTORS Human Error
Technical Training

Causes & consequences of

operational errors are
context-dependent

15

FOR TRAINING PURPOSE ONLY

 HUMAN FACTORS Who is delinquent?
Technical Training

When an error occurs in the maintenance system of an airline,

the engineer who last worked on the aircraft is usually
considered to be ‘at fault’.

The engineer may be reprimanded, given remedial training or

simply told not to make the same error again.

However, blame does not necessarily act as a positive force in

aircraft maintenance:
it can discourage engineers

FOR TRAINING PURPOSE ONLY 16

 HUMAN FACTORS Shift in Approach
Technical Training

• Shift focus from operator to system

• Simply trying hard will not prevent errors

• Error is a symptom

• Accidents result from combination of events/factors

FOR TRAINING PURPOSE ONLY 17

HUMAN FACTORS Shift in Approach
Technical Training

• Active errors
whose effects are felt almost immediately
– performance of the “front-line” operators (sharp end)

• Latent errors
whose effects may be hidden for long, becoming evident only
when they combine with other factors
– management leadership, philosophy, response

FOR TRAINING PURPOSE ONLY 18

 HUMAN FACTORS Shift in Approach
Technical Training

LATENT

ACTIVE

FOR TRAINING PURPOSE ONLY

Adapted from Reason, 1990 19
 HUMAN FACTORS Swiss Cheese Model
Technical Training

DEFENSES
Inadequate
UNSAFE ACTS
Short Cuts

PRECONDITIONS Unsafe
Lack of Practices
Leadership
LINE
Communications
MANAGEMENT Problem
DECISION Systems
Deficiencies
MAKERS
Fallible
Policies &
Regulations

FOR TRAINING PURPOSE ONLY 20

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 21

HUMAN FACTORS

Technical Training

!‫ اين روش خيلي سريع تراست‬.‫دستورالعمل تعميرات را فراموش كن‬

FOR TRAINING PURPOSE ONLY

‫‪HUMAN FACTORS‬‬

‫‪Technical Training‬‬

‫هيچي براي پايه سمت چپ نداريم؛ و اين همان كاري است كه بايد انجام دهيم!!!‬
‫‪FOR TRAINING PURPOSE ONLY‬‬
HUMAN FACTORS

Technical Training

The CREW are

the last line of defense!

FOR TRAINING PURPOSE ONLY

 HUMAN FACTORS Shift in Approach
Technical Training

Systems Approach
safety does not reside in a person, device, or
department, but emerges from interactions between
the system components

CHECKLIST
E
1. Xxx slkj
2. xlkdaf;j alsk S H
3. S;lk
4. aslkj

Adapted from Edwards, 1988

FOR TRAINING PURPOSE ONLY 25

HUMAN FACTORS SHELL Model
Technical Training

HARDWARE

ENVIRONMENT

LIVEWARE SOFTWARE

LIVEWARE SHEL(L) MODEL

FOR TRAINING PURPOSE ONLY 26
HUMAN FACTORS Chain of Events
Technical Training

MANAGEMENT

CREW

FOR TRAINING PURPOSE ONLY 27

HUMAN FACTORS Chain of Events
Technical Training

Error Chain – How do we break it?

FOR TRAINING PURPOSE ONLY

HUMAN FACTORS Iceberg
Technical Training

ACCIDENTS

INCIDENTS

ERRORS
(UNREPORTED
OCCURRENCES)

FOR TRAINING PURPOSE ONLY

29
 HUMAN FACTORS Iceberg
Technical Training

Errors that do not cause accidents but still cause a problem are known as incidents

FOR TRAINING PURPOSE ONLY 30

 HUMAN FACTORS Iceberg
Technical Training

B737 / RP-C4008 ACCIDENT

ACCIDENT COST ICEBERG

COST OF PROPERTY DAMAGE

COST OF PRODUCTION LOSS/DELAY

AIRCRAFT GROUNDED
COST OF SUBSTITUTE LEASED
AIRCRAFT
COST OF FUEL

OTHER CONSEQUENTIAL COST

COST OF 40 MANHOURS SPENT IN
INVESTIGATING THE ACCIDENTS

FOR TRAINING PURPOSE ONLY 31

HUMAN FACTORS Iceberg
Technical Training

DIRECT COSTS

INDIRECT / HIDDEN COSTS

TRUE COST OF ACCIDENT

FOR TRAINING PURPOSE ONLY 32

HUMAN FACTORS

Technical Training

• In a large number of
incidents,one person
knew something was
wrong and did not speak
up!

• Least errors made by

crews who
communicated the
most!

FOR TRAINING PURPOSE ONLY

 HUMAN FACTORS

Technical Training

All maintenance organisations should aim to ‘manage’ errors.

Error management seeks to:

•prevent errors from occurring;
•eliminate or mitigate the bad effects of errors

To prevent errors from occurring, it is necessary to predict where they

are most likely to occur and then to put in place preventative measures

Within a maintenance organisation, data on errors, incidents and

accidents should be captured with a Safety Management System
(SMS), which should provide mechanisms for identifying potential weak
spots and error-prone activities or situations.

Focus on making system less error prone and more error tolerant
FOR TRAINING PURPOSE ONLY 34
 HUMAN FACTORS
Recent Techniques Technical Training

Airline maintenance organizations and airframers are presently experimenting

with many techniques for error management. Three representative efforts,
MEDA, MESH, and self-report analysis are described below.

MEDA is used to investigate errors that have already been committed

British Airways has pioneered a proactive technique aimed at

identifying conditions that favor committing errors.

This technique, called

Managing Engineering Safety
Health (MESH)
FOR TRAINING PURPOSE ONLY 35
HUMAN FACTORS

Technical Training

The idea behind MESH is to monitor those factors

that are known to contribute to errors and correct
them before they stray outside of acceptable ranges.

FOR TRAINING PURPOSE ONLY 36

HUMAN FACTORS

Technical Training

DO YOUR SHARE IN MINIMIZING

INCIDENTS AND ACCIDENTS INVOLVING THE
AIRCRAFT, EQUIPMENT
FOR TRAINING PURPOSEAND
ONLY HUMAN LIVES. 37
HUMAN FACTORS Error management
Technical Training

Error Management requires us to accept that human

performance has limitations and that error is inevitable.
But we must use error management tools and techniques
to stop errors before they impact safety.
FOR TRAINING PURPOSE ONLY 38
HUMAN FACTORS Violation
Technical Training

An error is never intentional. This has to be distinguished from

a violation, which is an International deviation from a
regulation or a procedure .

Warning : many violations come from a slow drifting process,

and can be routine.

Most violations are threat to safety.

FOR TRAINING PURPOSE ONLY 39

HUMAN FACTORS Error and Violation
Technical Training

FOR TRAINING PURPOSE ONLY 40

HUMAN FACTORS Error and Violation
Technical Training

Error, Performance, and Safety

This topic is highly controversial in aviation.

The relation between human error, performance and

safety is not so simple...
To begin, some definitions:

FOR TRAINING PURPOSE ONLY 41

HUMAN FACTORS

Technical Training

1- Error, performance and safety

2- Factors affecting performance

3- Communication

4- Procedures and practices

5- Team performance

FOR TRAINING PURPOSE ONLY 42

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 43

HUMAN FACTORS

Technical Training

VISION

FOR TRAINING PURPOSE ONLY 44

 HUMAN FACTORS
Vision

Technical Training

• Vision
– result of light passing through the cornea and
striking a lens.
• Retina
– Cones
– Rods

FOR TRAINING PURPOSE ONLY

 HUMAN FACTORS
Vision

Technical Training

• Cones
– perceive color and depth
– concentrated in the fovea
• Rods
– concentrated outside the fovea
– dim light and night receivers.
– 10,000 time more sensitive to light than cones
– Primary receptors to night vision and peripheral vision
• Night Blind spot
• Anatomical Blind spot

FOR TRAINING PURPOSE ONLY

 HUMAN FACTORS
Illusions

Technical Training

FOR TRAINING PURPOSE ONLY

HUMAN FACTORS
Approach Illusions
Technical Training

Situation Illusion Result

Up-sloping Runway Higher Lower Approaches
Narrow Runway Higher Lower Approaches
Featureless Terrain Higher Lower Approaches
Rain on Windshield Higher Lower Approaches
Haze Higher Lower Approaches
Down-sloping Runway Lower Higher Approaches
Wider Runway Lower Higher Approaches
Bright Runway Closer Higher Approaches

FOR TRAINING PURPOSE ONLY

 HUMAN– Runway
Example FACTORSWidth

Technical Training

FOR TRAINING PURPOSE ONLY

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 50

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 51

HUMAN FACTORS

Technical Training
Typical sound levels for various activities
Activity Approximate Intensity level (Decibels)

Rustling of leaves / Whisper 20

Conversation at 2m 50
Typewriter at 1m 65
Car at 15m 70
Lorry at 15m 75
Power Mower at 2m 90
Propellor aircraft at 300m 100
Jet aircraft at 300m 110
Standing near a propellor aircraft 120
Threshold of pain 140
Immediate hearing damage results 150

FOR TRAINING PURPOSE ONLY 52

 HUMAN FACTORS

Technical Training

Impact of Noise on Performance

Noise can have various negative effects in the workplace. It can:

•be annoying (e.g. sudden sounds, constant loud sound, etc.);

•interfere with verbal communication between individuals in the workplace;
•cause accidents by masking warning signals or messages;
•be fatiguing and affect concentration, decision making, etc.;
•damage workers’ hearing (either temporarily or permanently).

Noise tends to increase errors and variability

FOR TRAINING PURPOSE ONLY 53

 HUMAN FACTORS

Memory Technical Training

Memory depends on three processes:

•registration - the input of information into memory;

•storage - the retention of information;
•retrieval - the recovery of stored information.

It is possible to distinguish between three forms of memory:

ultra short-term memory (or sensory storage);
short term memory (often referred to as working memory)
long term memory.

If a task is performed often enough, it may

eventually become automatic and the
required skills and actions are stored in long
term memory. These are known as motor
programmes (or Routine)
FOR TRAINING PURPOSE ONLY 54
HUMAN FACTORS

Technical Training

It is important to bear in mind that human memory

is fallible, so that information:

may not be stored;

may be stored incorrectly;
may be difficult to retrieve

FOR TRAINING PURPOSE ONLY 55

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY

56
 HUMAN FACTORS
Situation awareness Technical Training

•the perception of important elements, e.g. seeing loose bolts or

missing parts, hearing information passed verbally;

•the comprehension of their meaning, e.g. why is it like this?

Is this how it should be?

the projection of their status into the future, e.g. future effects on safety,
schedule, airworthiness.

FOR TRAINING PURPOSE ONLY 57

 HUMAN FACTORS

Technical Training

HOW TO MAINTAIN GOOD SITUATIONAL AWARENESS

?

• EXPERIENCE / TRAINING
•SKILLS
• PERSONAL HEALTH
• ATTITUDE
• TEAM COORDINATION

FOR TRAINING PURPOSE ONLY 58

HUMAN FACTORS

Technical Training

CAUSES / SYMPTOMS OF LOSS OF SITUATIONAL AWARENESS

 AMBIGUITY
 COMPLACENCY
 EUPHORIA
CONFUSION
 DISTRACTION
 OVERLOAD / UNDERLOAD
 POOR COMMUNICATION
 FAILURE TO MEET TARGETS
 IMPROPER PROCEDURES
FOR TRAINING PURPOSE ONLY 59
 HUMAN FACTORS
Fitness and Health Technical Training

The job of an aircraft maintenance engineer can be physically demanding

carried out in widely varying physical environments, including cramped spaces,

extremes of temperature, etc.

ICAO Annex 1 states:

“An applicant shall, before being issued with any licence or rating
[for personnel other than flight crew members], meet such requirements in respect
of age, knowledge, experience and, where appropriate, medical fitness and
skill, as specified for that licence or rating.”

FOR TRAINING PURPOSE ONLY 60

 HUMAN FACTORS

2- Factors affecting performance Technical Training

The working conditions of the maintenance personnel are not

always conducive to safety.

All these conditions can result in sleep deprivation, fatigue, stress, and conflicts.
FOR TRAINING PURPOSE ONLY 61
HUMAN FACTORS

Technical Training

Shift work

Night shift FOR TRAINING PURPOSE ONLY 62

 HUMAN FACTORS

Shift work Technical Training

Advantages of shift work

1- More day off
2- Avoiding peak traffic time

Disadvantages of shift work

•working ‘unsociable hours’, meaning that time available with friends, family, etc.
will be disrupted;
•working when human performance is known to be poorer
(i.e. between 4 a.m and 6 a.m.);
•problems associated with general de-synchronisation and disturbance of the
body’s various rhythms (principally sleeping patterns).
FOR TRAINING PURPOSE ONLY 63
HUMAN FACTORS

Technical Training

TIME PRESSURE

Hurry Up or we're going to be late again!

FOR TRAINING PURPOSE ONLY 64
HUMAN FACTORS

Technical Training

FATIGUE

I'm Glad this double shift is over!

FOR TRAINING PURPOSE ONLY 65
HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 66

HUMAN FACTORS

Arousal and Technical Training

Performance Curve
OPTIMAL

P GOOD Break points

E
R
F
O Effect Of
POOR
R Training
M
A WORSE
N
C
E

Drowsiness Relaxed Alertness Strong

Wakefulness Excited
LOW AROUSAL
Emotion HIGH
FOR TRAINING PURPOSE ONLY

 HUMAN FACTORS

Technical Training

Workload - Overload and Underload

If an overload situation is developing, methods to help relieve this include:

•seeking a simpler method of carrying out the work (that is just as effective and still legitimate);
•delegating certain activities to others to avoid an individual engineer becoming overloaded;
•securing further time in order to carry out the work safely;
•postponing, delaying tasks/deadlines and refusing additional work.

FOR TRAINING PURPOSE ONLY 68

 HUMAN FACTORS

Fatigue Technical Training

Fatigue is typically caused by delayed sleep, sleep loss, or mental stress.

In the workplace, working long hours, working during normal sleep hours and working
on rotating shift schedules all produce fatigue to some extent

Symptoms of fatigue
•diminished perception (vision, hearing, etc.) and a general lack of awareness;
•diminished motor skills and slow reactions;
•problems with short-term memory;
•channelled concentration - fixation on a single possibly unimportant issue,
•to the neglect of others and failing to maintain an overview;
•being easily distracted by unimportant matters;
•poor judgement and decision making leading to increased mistakes;
•abnormal moods - erratic changes in mood, depressed, periodically elated and
energetic;

FOR TRAINING PURPOSE ONLY 69

HUMAN FACTORS

Technical Training

Bad enough on the ground…but in the air???

FOR TRAINING PURPOSE ONLY 70
 HUMAN FACTORS

Technical Training

Sleep deprivation and fatigue are often the results of a shift work
environment common to maintenance personnel. Here are some
common symptoms of fatigue
FOR TRAINING PURPOSE ONLY 71
HUMAN FACTORS

Technical Training

MEMORY

FOR TRAINING PURPOSE ONLY 72

 HUMAN FACTORS

Technical Training

DECISION MAKING

FOR TRAINING PURPOSE ONLY 73

 HUMAN FACTORS

Technical Training

Here is some advice on how to cope with fatigue, sleep

deprivation, stress and conflict
FOR TRAINING PURPOSE ONLY 74
 HUMAN FACTORS

Alcohol, Medication and Drug Technical Training

Alcohol acts as a depressant on the central nervous system, dulling the senses
and increasing mental and physical reaction times.
It is known that even a small amount of alcohol leads to a decline in an individual’s
performance and may cause his judgement (i.e. ability to gauge his performance) to
be hindered.

Illicit drugs such as ecstasy, cocaine and heroin all affect the central nervous system
and impair mental function.

FOR TRAINING PURPOSE ONLY 75

 Environment
HUMAN FACTORS

Technical Training

1- noise
2- Fumes
3- Illumination
4- Climate and Temperature
5- confined Spaces

FOR TRAINING PURPOSE ONLY 76

HUMAN FACTORS

Technical Training

S t r e s s

FOR TRAINING PURPOSE ONLY 77

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 78

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY

 HUMAN FACTORS

Different stressors are? Technical Training

•Physical - such as heat, cold, noise, vibration, presence of something damaging

to health (e.g. carbon monoxide);

•Psychological - such as emotional upset (e.g. due to bereavements,

domestic problems, etc.), worries about real or imagined problems
(e.g. due to financial problems, ill health, etc.);

•Reactive - such as events occurring in everyday life (e.g. working under

time pressure, encountering unexpected situations, etc.).

one of the potential stressors in maintenance

is time pressure.

FOR TRAINING PURPOSE ONLY 80

 HUMAN FACTORS

possible signs of stress can include : Technical Training

•Physiological symptoms - such as sweating, dryness of the mouth, etc.;

Health effects - such as nausea, headaches, sleep problems, diarrhoea, ulcers, etc.;

•Behavioural symptoms - such as restlessness, shaking, nervous laughter, taking

longer over tasks, changes to appetite, excessive drinking, etc.;

•Cognitive effects - such as poor concentration, indecision, forgetfulness, etc.;

•Subjective effects - such as anxiety, irritability, depression, moodiness,

aggression, etc.

It should be noted that individuals respond to

stressful situations in very different ways.

FOR TRAINING PURPOSE ONLY 81

 HUMAN FACTORS

Holmes and Rahe Survey of Recent Life Experiences Technical Training

Event Rating Event Rating

Death of a spouse 100 Son or daughter leaving home 29
Divorce 73 Trouble with in - laws 29
Marital Separation 65 Outstanding personal achievement 28
Jail Term 63 Partner begins or stops work 26
Death of a close family member 63 Change in living conditions 25
Personal injury or illness 53 Trouble with boss 23
Marriage 50 Change in work hours or conditions 20
Fired at work 47 Change in residence 20
Marital reconciliation 45 Change in schools 20
Retirement 45 Change in recreation 19
Pregnancy 40 Change in church activities 19
Sex Difficulties 39 Change in social activities 18
Gain of a new family member 39 Change in sleep habits 16
Work readjustment 39 Change in eating habits 15
Change in financial state 38 Holiday 13
Death of a close friend 37 Christmas 12
Mortgage over $100 000 31 Minor violations of the law 11
Change in responsibilities at work 29
FOR TRAINING PURPOSE ONLY

 HUMAN
Stress FACTORS
Curve

Technical Training

Performance

Peak Overload

Bored

Stress
FOR TRAINING PURPOSE ONLY
HUMAN FACTORS

Technical Training

Stress Response

Stressor

FOR TRAINING PURPOSE ONLY 84

HUMAN FACTORS
Stress Management Technical Training

we generally respond to it by using one of two strategies:

1- Defence
Defence strategies involve alleviation of the symptoms
(taking medication, alcohol, etc.) or reducing the anxiety (e.g. denying to
yourself that there is a problem (denial), or blaming someone else).

2- Coping
Coping strategies involve dealing with the source of the stress rather than
just the symptoms (e.g. delegating workload, prioritising tasks,
sorting out the problem, etc.).

FOR TRAINING PURPOSE ONLY 85

 HUMAN FACTORS

Technical Training

conflict

FOR TRAINING PURPOSE ONLY 86

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 87

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 88

HUMAN FACTORS
Quote of the Day:
Technical Training

• “IM SAFE”

FOR TRAINING PURPOSE ONLY

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 90

 HUMAN FACTORS

Technical Training

The purpose of the CRM Course is to tackle these accidents statistics

and consider Ways of reducing them.
This is through a better management of the available resources. How to do
that is The object of the course.
Five main topics are addressed:

1- Error, performance and safety

2- Factors affecting performance

3- Communication

4- Procedures and practices

5- Team performance
FOR TRAINING PURPOSE ONLY 91
 HUMAN FACTORS

3- Communication Technical Training

Communication is the main tool to ensure co-ordination. Communication takes place between
people (fellow shift workers, flight crews, management, etc) and between people and
machines.

FOR TRAINING PURPOSE ONLY 92

HUMAN FACTORS

Technical Training

COMMUNICATION PROCESS

FEEDBACK

SENDER RECEIVER
(Encode) MESSAGE (Decode)

FEEDBACK

FOR TRAINING PURPOSE ONLY 93

HUMAN FACTORS
Communication Technical Training

 SAID DOESN’T MEAN HEARD

 HEARD DOESN’T MEAN UNDERSTOOD
 UNDERSTOOD DOESN’T MEAN AGREED
 AGREED DOESN’T MEAN RETAINED
 RETAINED DOESN’T MEAN APPLIED

FOR TRAINING PURPOSE ONLY

 HUMAN FACTORS

Technical Training

COMMUNICATION GETS THROUGH AND BECOME EFFECTIVE BY:

55 %
GESTURES
BODY LANGUAGE
POSTURE

38 % 7%
INTONATION WORDS
FOR TRAINING PURPOSE ONLY 95
 HUMAN FACTORS

Technical Training

SENDER’S RESPONSIBILITIES

 BE CLEAR AND CONCISE

 CONSIDER ENVIRONMENT
 ADDRESS RECEIVER’S NEEDS

RECEIVER’S RESPONSIBILITIES

 ACTIVE LISTENING
 INTERPRETING
 EVALUATING
ONLY
FOR TRAINING PURPOSE RESPONDING 96
HUMAN FACTORS

Technical Training

Communication Problems

1- Lack of communication

2- Poor communication

FOR TRAINING PURPOSE ONLY 97

 HUMAN FACTORS

Technical Training

Besides this complexity, there are some elements or situations that can impair
good communication. Here are some examples
FOR TRAINING of such barriers.
PURPOSE ONLY 98
 HUMAN FACTORS

Technical Training

Briefings, job cards, and maintenance records all act as support for
communication

FOR TRAINING PURPOSE ONLY 99

 HUMAN FACTORS

Technical Training

The introduction of new generation aircraft has had several consequences

on communication. To communicate with the machine some rules need to
be followed. Communication with the machine should not replace
communication with people. Here are some recommendations.
FOR TRAINING PURPOSE ONLY 100
 HUMAN FACTORS

Technical Training

In summary, communication is vital to safety but it is fragile. Follow the rules given and
use the standard communication tools at your disposal.
FOR TRAINING PURPOSE ONLY 101
 HUMAN FACTORS

Technical Training

The purpose of the CRM Course is to tackle these accidents statistics

and consider Ways of reducing them.
This is through a better management of the available resources. How to do
that is The object of the course.
Five main topics are addressed:

1- Error, performance and safety

2- Factors affecting performance

3- Communication

4- Procedures and practices

5- Team performance
FOR TRAINING PURPOSE ONLY 102
 HUMAN FACTORS

Technical Training

Procedures and practices

The procedure is an instruction, the practice is the typical action. The more we
understand the reason for the procedure, and the consequences of implementing or
failing to implement the procedure, the more likely we are to implement the
procedure correctly.
FOR TRAINING PURPOSE ONLY 103
 HUMAN FACTORS

Technical Training

Why does practice deviate from procedures? It is tempting to modify

the procedure during execution, using personal short cuts or expert
tricks. Such a practice is absolutely not safe!
FOR TRAINING PURPOSE ONLY 104
 HUMAN FACTORS

Technical Training

When could practice

differ from procedure?

FOR TRAINING PURPOSE ONLY 105

 HUMAN FACTORS

Technical Training

Maintenance has been based on procedures for a long time. This is even more
the case today with the new generation aircraft. The complexity of these new
aircraft makes the interaction with the machine more difficult to understand.
It has become difficult to foresee all the consequences of an action. Therefore
procedures give you the correct course of action and protect against
unforeseen (and unintended) consequences.

FOR TRAINING PURPOSE ONLY 106

 HUMAN FACTORS

Technical Training

Procedures do not substitute for basic knowledge and skills.

Maintenance staff need to be properly trained in order to execute the
procedure safely.
FOR TRAINING PURPOSE ONLY 107
 HUMAN FACTORS

Technical Training

The purpose of the CRM Course is to tackle these accidents statistics

and consider Ways of reducing them.
This is through a better management of the available resources. How to do
that is The object of the course.
Five main topics are addressed:

1- Error, performance and safety

2- Factors affecting performance

3- Communication

4- Procedures and practices

5- Team performance
FOR TRAINING PURPOSE ONLY 108
 HUMAN FACTORS
5- Team performance Technical Training

Previous modules mainly addressed the individual. However, maintenance personnel do not
work on their own. Each one of them is part of a team.

The concept of team in the maintenance environment corresponds to different things. It can be
seen as a group of technicians of the same trade or a group of technicians of complementary
trades (e.g., electrician, airframe & powerplant, avionics, etc.). At a larger scale, the team can
correspond to line maintenance or hangar maintenance, all of these teams being part of the
maintenance department which is also a team.
FOR TRAINING PURPOSE ONLY 109
 HUMAN FACTORS

Technical Training

Working as part of a team has a number of potential benefits which include:

•individuals can share resources (knowledge, tools, etc.);

•they can discuss problems and arrive at shared solutions;

•they can check each others’ work (either “officially” or “unofficially”).

Disadvantages
work on conformity suggests that they feel some pressure to adhere to a group’s
views

FOR TRAINING PURPOSE ONLY 110

HUMAN FACTORS
Experiments in Conformity Technical Training

FOR TRAINING PURPOSE ONLY 111

 HUMAN FACTORS

Technical Training

The best team does not necessarily include the best players. Something more is
needed, that is "synergy". The performance of a team working in synergy is higher
than the sum of its member's individual performances. In this case we can say that
1 + 1 is more than 2.
FOR TRAINING PURPOSE ONLY 112
 HUMAN FACTORS

Technical Training

It is easy to identify what can negatively affect team performance. But what makes a
team a good one?

Shared goal

For synergy to exist, each member of the team needs to know what he/she has to
do. This can be found in procedures and regulations as well as within the team
organization, which defines task and role allocation and hierarchy. Hierarchy
requires a leader. FOR TRAINING PURPOSE ONLY 113
 HUMAN FACTORS

Technical Training

A good team needs a good leader and good followers. The leader must manage workload,
manage time, motivate the team members and give praise for a job well-done. In return, team
members must be willing to work together and follow the leader. This sense of belonging to
the same team, of "wearing the same jersey", is called team spirit.
FOR TRAINING PURPOSE ONLY 114
 HUMAN FACTORS

Technical Training

FOLLOWER CHARACTERISTICS

•RESPONSIBILITY
•INITIATIVE
•DEPENDABILITY
•LEARNING FROM OTHERS
•ACCOUNTABILITY
•CRITICAL THINKING
•EFFECTIVE COMMUNICATION
•COMMITMENT

NO ONE CAN FORCE YOU TO BE A BETTER FOLLOWER. YOU MUST TAKE

FOR TRAINING PURPOSE ONLY 115
THE INITIATIVE AND WORK FOR IT.
HUMAN FACTORS

Technical Training

TEAMWORK

FOR TRAINING PURPOSE ONLY 116

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 117

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 118

HUMAN FACTORS

Technical Training

TEAMWORK

FOR TRAINING PURPOSE ONLY 119

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 120

HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 121

 HUMAN FACTORS

Technical Training
HUMAN FACTORS CAUSING ACCIDENTS

MORE THAN 50% BREAKDOWN IN

COMMUNICATION
22% LOSS OF SITUATIONAL AWARENESS
19% VIOLATION OF RULES AND REGULATIONS
11% POOR DECISION MAKING
MECHANICAL PROBLEMS

INADEQUATE LEADERSHIP
FAILURE TO UTILIZE ALL AVAILABLE
RESOURCES
ORGANIZATIONAL FAILURES
STRESS / FATIGUE FOR TRAINING PURPOSE ONLY 122
HUMAN FACTORS Dirty Dozen

Technical Training

‫ عدم فرهنگ کار گروهی‬-1

1- Lack of Teamwork
‫ کمی اعتماد به نفس‬-2
2- Lack of Assertiveness
‫ اعتماد به نفس زیاد‬-3
3- Complacency

FOR TRAINING PURPOSE ONLY

123
HUMAN FACTORS Dirty Dozen

Technical Training

‫ حواس پرتی‬-4
4- Distraction
‫ فشار‬-5
5- Pressure
‫ کمبود منابع‬-6
6- Lack of Resources

FOR TRAINING PURPOSE ONLY

124
HUMAN FACTORS Dirty Dozen

Technical Training

‫ کمبود ارتباطات‬-7
7- Lack of Communication
‫ کمبود آگاهی‬-8
8- Lack of Awareness
‫ رویه ها‬-9
9- Norms

FOR TRAINING PURPOSE ONLY

125
HUMAN FACTORS Dirty Dozen

Technical Training

‫ استرس‬-10
10- Stress
‫ خستگی‬-11
11- Fatigue
‫ کمبود اطالعات‬-12
12- Lack of Knowledge

FOR TRAINING PURPOSE ONLY

126
HUMAN FACTORS
Dirty Dozen
Technical Training
1. Lack of Teamwork

FOR TRAINING PURPOSE ONLY

127
HUMAN FACTORS
Dirty Dozen
Technical Training
2. Lack of Assertiveness

FOR TRAINING PURPOSE ONLY

128
HUMAN FACTORS
Dirty Dozen
Technical Training
3. Complacency

FOR TRAINING PURPOSE ONLY

129
HUMAN FACTORS
Dirty Dozen
Technical Training
4. Distraction

FOR TRAINING PURPOSE ONLY

130
HUMAN FACTORS
Dirty Dozen
Technical Training
5. Pressure

FOR TRAINING PURPOSE ONLY

131
HUMAN FACTORS
Dirty Dozen
Technical Training
6. Lack of Resources

FOR TRAINING PURPOSE ONLY

132
HUMAN FACTORS Dirty Dozen
Technical Training
7. Lack of Communication

FOR TRAINING PURPOSE ONLY

133
HUMAN FACTORS

Technical Training

FOR TRAINING PURPOSE ONLY 134