Ref Lev Question Answer (a) Answer (b) Answer (c) Ans

9 2 20Q Mod 9 - HUMAN FACTORS

9.1 2 (2Q) General
9.1 2 The need to take human factors into account;
should be
can be totally are decreasing
minimised
1 9.1 Human errors in aircraft maintenance eliminated with as technology b
wherever
proper training improves
possible.
requires
reduces the risk increases the corrective action
2 9.1 Breaking the "chain of error" a
of accidents risk of accidents as soon as
possible
causes of interaction
the layout of
accidents and between
In aircraft maintenance terms, "Human Factors" instrument
3 9.1 safety-related individuals, c
relates to the study of : - panels in an
incidents in groups, and
aircraft cockpit.
aviation. their workplace.
Newly-qualified, Senior, Everyone is
In an aircraft maintenance organisation, who is
4 9.1 inexperienced experienced equally likely to c
most likely to make errors?
engineers. engineers make errors.
The main reason for studying Human Factors in
5 9.1 safety efficiency job satisfaction a
aircraft maintenance is to improve
Incidents attributable to human
9.1 2
factors/human error;
Approximately 70-80% of aviation accidents are maintenance
6 9.1 human error pilot error a
caused by error
reducing due to reducing due to
The percentage of accidents attributable to significant and
7 9.1 more advanced more rigorous a
aircraft maintenance and inspection is increasing
technology procedures
Comparison of maintenance -related aviation decreased from increased from increased from
8 9.1 accidents between 1960-1990 and 1990-2000 approximately approximately approximately c
shows that the human error contribution 9% to 8% 20% to 50% 2.5% to 6%
incorrect use of
inability to
installation or maintenance
One of the major causes of human error in diagnose faults
9 9.1 omission of staff who have b
aircraft maintenance is the within a given
aircraft not received
time period.
components. aircraft 'type'
 training.
The proportion of all aircraft accidents caused by
10 9.1 10% 50% 70% c
human error is approximately
9.1 2 Murphy's Law'.
"if something
"things don't go
can go wrong it "sooner or later,
wrong if you
11 9.1 "Murphy's Law" states that will go wrong at something will a
take the right
the worst go wrong"
precautions"
possible time"

Human Performance and

9.2 2 (2Q)
Limitations
9.2 2 Vision;
70 - 80% of the total focusing ability of the eye is
12 9.2 iris lens cornea c
carried out by the
The amount of light entering the eye is controlled
13 9.2 cornea iris pupil b
by the
14 9.2 Light enters the eye through the cornea retina visual cortex a
15 9.2 To focus on a near object, the lens of the eye is flattened thickened widened b
colour
16 9.2 Tiredness causes a reduction in peripheral vision visual acuity b
discrimination
17 9.2 Peripheral vision is detected by the eye's cones rods fovea b
18 9.2 Colours are detected by the eye's cones rods iris a
What type of lens is used to overcome short
19 9.2 convex concave bi-focal b
sightedness?
The inability for the eyes to accommodate
20 9.2 myopia hypermetropia presbyopia c
sufficiently is known as
constantly move
the eye across hold the vision not use a mirror
and around the stationary for as mirrors
When inspecting an airframe structure for small area of interest several seconds absorb and
21 9.2 a
cracks, to avoid a crack being missed you should to avoid the on each area to refract light and
crack falling into allow the eye to may obscure a
the eye's natural focus correctly crack
blind spot
22 9.2 The lens used to correct long sightedness is convex concave bi-focal a
differentiate detect objects in see clear detail
23 9.2 Visual acuity is the ability of the eye to between the peripheral at varying c
different colors vision distances
 almost 1 in 10 of almost 1 in 10 of more women
24 9.2 Color defective vision affects a
men women than men
At low light levels, images are sensed mainly by
25 9.2 cones rods fovea b
the eye's
People with color defective vision usually have
26 9.2 blue and yellow red and green blue and green b
difficulty differentiating between
short
27 9.2 Presbyopia is the medical name for far sightedness deafness a
sightedness
Presbyopia often effects the eyes of people after
28 9.2 40 55 70 a
the age of
When moving from a poorly lit area to a well lit
29 9.2 area, the time taken for the eyes to adapt is 7 minutes 5 minutes 3 minutes a
approximately
the same
better eyesight worse eyesight
eyesight as a
30 9.2 A person with 20/40 vision has than a person as a person with b
person with
with 20/20 vision 20/20 vision
20/20 vision
The inability for the eyes to accommodate
31 9.2 myopia hypermetropia presbyopia c
sufficiently is known as
In the human eye most of the refraction required
32 9.2 to bring an image into focus on the retina is cornea iris lens a
accomplished by the
behind the at the back of
in front of the
33 9.2 The retina is situated cornea with the the eye with the c
cornea
lens optic nerve
low light levels bright light levels
bright light to
34 9.2 In the eye, the cones are used mainly in and they give and they give c
give fine detail
poor color vision poor color vision
have defective
be short sighted
wear eye color vision and
and need to
glasses when not be allowed
A person suffering from presbyopia would wear spectacles
35 9.2 reading or to carry out a
normally to see objects
carrying out maintenance
more than 30 cm
close detail work work on cable
away
looms
Focusing of the human eye is accomplished by a
36 9.2 retina lens iris b
flattening or thickening of the: -
 contains the light
sensitive rods
and cones,
controls the
which, when
amount of light is responsible
light falls on
entering the eye for 70-80% of
37 9.2 In the human eye, the cornea:- them, generate c
by altering the the total
electric charges
size of the focussing ability.
which are
aperture.
passed to the
brain by the
optic nerve.
reduce the increase the
38 9.2 The effect of hypoxia on eyesight is to sensitivity of the sensitivity of the cause glaucoma a
rods cones
of a build up of
the point at
pressure in the the Rod cells
which the optic
eye causing cannot react
nerve joins the
39 9.2 'Blind Spots' in the eye occur because:- images to be quickly to b
Retina has no
focussed in front changing light
light detecting
or behind the levels.
cells.
Retina.

short short long

sightedness, sightedness, sightedness,
known as known as known as
In the human eye, loss of lens elasticity with age
40 9.2 myopia and can presbyopia and presbyopia and c
causes:-
be corrected can be corrected can be corrected
with concave with concave with convex
lenses. lenses. lenses

9.2 2 Hearing;
release pressure
filter out
from the outer
The purpose of the human ear is to detect sound unwanted noise
41 9.2 ear cavity when aid balance b
waves and that may cause
ascending in
stress.
altitude.
the degree of
the pitch and is the pitch and is
loudness and is
42 9.2 The Amplitude of a sound gives:- measured in measured in a
measured in
Decibels (dB) Hertz (Hz)
Decibels (dB)
 transmit
protect the
movement of the
aid the sense of eardrum from
43 9.2 The Hammer, Anvil and Stirrup in the middle ear eardrum to the b
balance. damage caused
cochlea in the
by loud noises
inner ear.
An early sign of of Noise Induced Hearing Loss
44 9.2 all frequencies low frequencies high frequencies c
(NIHL) is a reduced ability to hear sounds at
A person's hearing ability normally begins to
45 9.2 30 40 50 a
decline at approximately age
46 9.2 In addition to sound, the ear also detects acceleration speed body position a
Ear protectors should be worn at noise levels
47 9.2 60 dB 70 dB 80 dB c
above
The range of sound that is usually impaired first
48 9.2 high pitch sound mid range sound low pitch sound a
with the onset of presbycusis is
49 9.2 Noise signals are carried to the brain by the eustachian tube auditory nerve cochlea b
the impulses
the Specific between the
the Specific
Gravity of the Ossicles and the
Consumption of alcohol affects balance Gravity of the
50 9.2 fluid in the inner brain are b
because:- fluid in the outer
ear is temporarily
ear is increased.
decreased. disrupted or
distorted.
9.2 2 Information processing;
can process
The area of the brain where conscious decision controls reflex controls motor only one
51 9.2 c
making occurs actions activities problem at a
time
52 9.2 The first stage in information processing is perception memorising decision making a
53 9.2 Information, if not rehearsed is lost in 10 - 20 seconds 1 minute 30 - 40 seconds a
Learning of a routine by repeated practice is episodic motor cognitive
54 9.8 b
known as memory programming learning
9.2 2 Attention and perception;
selective focussed
55 9.8 The "cocktail party effect" describes divided attention a
attention attention
Humans perform best when their level of arousal
56 9.2 high medium low b
is
The process of integrating and interpreting
sensory focussed
57 9.2 information collected by the human senses is perception c
stimulation attention
called
 9.2 2 Memory;
58 9.2 Long term memory capacity is usually 4 - 8 years 12 months unlimited c
The same
As much as
Our short-term memory is capable of holding 7 items for 15 amount as our
59 9.2 chunking will a
only a few items for a brief period typically: - seconds. working
allow.
memory.
use the
ask one of your
information
always refer to co-workers how
stored in long-
the aircraft to perform the
term memory to
When carrying out maintenance on an aircraft maintenance maintenance
60 9.2 perform tasks as b
you should: - manual when task, as they
information
performing a may be more
stored is
task. familiar than
completely
you.
reliable.
Which type of memory is most susceptible to
Sensory Short term Long term
61 9.2 interference from external influences such as b
memory memory memory
stress?
The type of memory which is most easily
semantic episodic long term
62 9.2 influenced by a person's expectations of what b
memory memory memory
should have happened is the
10 to 20 80 - 100
63 9.2 Ultra short term memory has a duration of about 2 seconds a
seconds milliseconds
ultra short term short term long term
64 9.2 The "working memory" is b
memory memory memory
memory
65 9.2 The memory can be aided by mind logging a checklist c
checking
If not rehearsed, information in the short term
66 9.2 1 - 3 months 2 - 3 weeks 10 - 20 seconds c
memory will be lost in approximately
The average capacity of the working memory is 4 chunks of 12 chunks of 7 chunks of
67 9.2 c
about information information information
Memory involving events that have happened in
68 9.2 episodic semantic echoic a
the past is referred to as
Approximately how many things can be stored in
69 9.2 4 7 no limit b
the short term memory?
70 9.2 Short term memory lasts for approximately 15 seconds 2 seconds 60 seconds a
9.2 2 Claustrophobia and physical access.
71 9.2 Abnormal fear of confined spaces is termed claustrophobia agoraphobia acrophobia a
 take the
medication have a second
not operate
72 9.2 People with claustrophobia should prescribed by person working c
machinery.
their doctor near them.
before working.
9.3 1 (2Q) Social Psychology
9.3 1 Responsibility: individual and group;
take less make more
Maintenance engineers working as part of a work harder than
73 9.3 individual cautious b
group tend to normal
responsibility decisions
9.3 1 Motivation and demotivation;
The difference between what a person 'can' do
physical and education and
74 9.3 and what they 'will' do is determined mainly by motivation b
mental health training
their
Some of the characteristics shown by a de-
75 9.3 stress tiredness mental illness a
motivated person are similar to the symptoms of
a reward or
a reward or
the thing that punishment
punishment
76 9.3 Motivation is drives someone designed to a
designed to
to do something increase work
reduce errors
rate
takes positive cuts corners to gets well
77 9.3 A motivated person action to achieve get the job done rewarded for a
something quickly extra work
9.3 1 Peer pressure;
Peer pressure is the way in which an individual's friends and a domineering
78 9.3 his superiors b
behaviour is influenced by:- colleagues team member
hold strong
The people most likely to be influenced by peer lack self- do not like to views and seek
79 9.3 a
pressure are those who confidence conform. to impose them
on others.
When individuals feel that they must agree with
diminished
80 group decisions against their better judgement, it group stress peer pressure c
responsibility
is termed
 the perceived the perceived
typified by the pressure to carry pressure to
expression "the out a task in the conform to what
81 9.3 Peer pressure is c
way we do it same way your you believe your
around here" colleagues colleagues
would expect of you
your supervising
your colleagues
manager
your girlfriend pressuring you
Which of the following defines a peer pressure pressuring you
82 9.3 telling you to go to work faster so c
situation? to complete the
out with her they can go
current task on
home
time
The desire of an individual to 'conform' to a
group by allowing one's opinions, attitudes and
83 9.3 culture issues esteem needs peer pressure c
actions to be affected by prevailing conditions is
known as
9.3 1 'Culture' issues;
"the way we do Company Human
Organisational culture (whether good or bad) is
84 9.3 things around Quality Resources a
best described by
here" Procedures Management
9.3 1 Team working;
Team decisions that are more extreme than
85 risky shift
would be made by any individual member
the tendency for
a group of
the probability of
workers to arrive
being assigned
at a course of
to a work task the name given
action which is
86 9.3 'Risky shift' is which involves to an inadequate a
riskier than that
some element of shift handover
which any
risk or physical
individual
danger
member might
pursue
87 9.3 A good team is one where every member has an opinion an input a job b
is assigned a
Teamworking is most effective when each has an idea or contributes in
88 9.3 specific job by c
individual opinion some way
the manager
 some members a group making a group making
of the group not a better decision a more cautious
89 9.3 Group polarization can result in c
talking to each than the or extreme
other individual decision
assigned by the
shared equally
Responsibility for decisions made within a team taken by the manager when
90 9.3 between team c
should be team leader. the team is
members
formed
the size of the
effective team. Small the ability of the
A fundamental requirement for good team communication teams always team to operate
91 9.3 a
performance is:- between team perform better independently
members. than large from others.
teams.
the same
Non-verbal communications are most effective worked together the same native
92 9.3 cultural a
when team members have for a long time language
background
9.3 1 Management, supervision and leadership.
must can be
Supervisors and managers should be aware that are equally
93 9.3 communicate in motivated by c
individual members of a team capable
the same way different things
9.4 2 (3Q) Factors Affecting Performance
9.4 2 Fitness/health;
are most
can be induced occur only once beneficial for the
94 9.4 Sleep stages 2, 3 & 4 c
by alcohol per sleep cycle body's
restoration
directly inversely
optimum at a
proportional to proportional to
95 9.4 An individual's performance is particular level a
his/her state of his/her state of
of arousal
arousal arousal
is ok providing
is ok provided is not advisable
that there is an
Working through breaks in order to finish a job that the workers because
96 9.4 adequate rest c
by the end of a shift get paid mistakes are
period between
overtime more likely
shifts
only absent only absent absent himself
If a maintenance engineer has a cold or flu he himself from himself from from duty until
97 9.4 c
should duty if his work duty if there are fully recovered,
contract includes no staff regardless of
 shortages at his
workplace or
sickness pay other factors
within his work
team
two hours of
one hour of high one hour of high
high quality
A good rule of thumb for an adequate amount of quality sleep is quality sleep is
98 9.4 sleep is good for c
sleep is good for one good for two
one hour of
hour of activity hours of activity
activity
Finding that familiar tasks (such as programming
99 9.4 the video recorder) seems more complicated stress fatigue a cold or flu b
than usual, could be an early indication of
decreased ability increased ability
an increased
Working excessively long shifts during to detect defects to detect defects
100 9.4 immunity to a
unsociable hours can lead to during aircraft during aircraft
stress
maintenance maintenance
when the body when the body
during very hot
101 9.4 In theory, human error is most likely to occur temperature is temperature is c
weather
stable at its lowest
102 9.4 Which is important in sleep? quality quantity both a and b c
will drop off in
When going from day shift to night shift, will drop off after
103 9.4 stays the same the first four b
efficiency several days
weeks
The responsibility for assessing an aircraft
the Chief the individual
104 engineer's level of fitness to perform his duties the doctor b
Engineer engineer
properly lies with
9.4 2 Stress: domestic and work related;
typically intense frequently
105 9.4 Chronic stress is but of short recurring or of psychological b
duration long duration
irritability,
violence, forgetfulness,
sickness, sickness,
poor work
106 9.4 Stress can cause absence from absence from c
performance
work, drug and work, poor
alcohol abuse concentration,
anxiety
Intense stress that lasts for a short duration is
107 9.4 chronic stress acute stress physical stress b
termed
108 9.4 Which of the following statements is true? Stress is the Stress is a Stress should b
 always be
normal condition treated with
most common of life and can medication to
form of mental be helpful at the prevent the
illness. right time and situation from
place. becoming
worse.
taking properly taking regular
The daily stresses of working in an aircraft changing the
109 9.4 prescribed exercise and c
environment are best relieved by shift pattern
medication meals.
nausea (feeling
110 9.4 A common symptom of stress is sick in the poor eyesight deafness a
stomach)
9.4 2 Time pressure and deadlines;
Inspecting
Rectifying faults Embodying
aircraft
on aircraft that lengthy,
Which of the following situations is most likely to components
111 9.4 are required for complex a
lead to mistakes by maintenance engineers? during
scheduled modifications on
scheduled
flights. aircraft.
maintenance.
9.4 2 Workload: overload and underload;
varied to suit
Ideally, to minimise the possibility of making reduced to a controlled by
112 9.4 individual c
mistakes, the workload of engineers should be minimum themselves
abilities
9.4 2 Sleep and fatigue, shiftwork;
When shiftworking, an engineer's ability to
113 9.4 worsens improves is not affected a
recognise defects
The body cycles of temperature, sleep ecto - meridian circadian
114 9.4 earth cycles c
requirement and alertness are called cycles rhythms
body
115 9.4 Circadian Rhythms control urine output eating habits b
temperature
Cycles of sleep are repeated approximately
116 9.4 4 hours 90 minutes 20 minutes b
every
24 hour time 25 hour
117 9.4 Human Circadian rhythms cycle on a 8 hour timescale b
scale timescale
between 4 and 6
For a person with normal Circadian rhythms, the
118 9.4 at midday upon waking o'clock in the c
body temperature will be lowest
morning
The time with the greatest potential for accidents
119 9.4 02.00-04.00 hrs 08.00-10.00 hrs 22.00-23.59 hrs a
occuring is:-
 The Human Biological Clock has a …………….
120 9.4 24 32 25 c
Hour cycle:-
midday to
A person's alertness is at its lowest level 5.00am to 6.00
121 9.4 3.00pm, midnight b
between approximately am
following lunch.
One hour of sleep gives the body an energy
122 9.4 4 hours. 2 hours. 1 hour. b
credit of approximately:-
A typical person needs ------------- Hrs of sleep in
123 9.4 4 6 8 c
preparation for 16 Hrs of duty:-
difficulty in problems with
more acute
124 9.4 One symptom of fatigue is focussing the long-term a
hearing
eyes memory
reset the body
allow staff to be
clock to it's
able to work revitalise body
125 9.4 The purpose of sleep is to:- natural b
longer shifts and brain.
Circadian
without a break.
Rhythm
lack of pain in the lower
126 9.4 One symptom of fatigue is sore feet. a
concentration back area.
127 9.4 Circadian Rhythms have a cycle of 23 Hours 24 Hours 25 Hours c
9.4 2 Alcohol, medication, drug abuse.
a person's body a person's age
The rate at which the effects of alcohol diminish
128 9.4 weight and level and level of time c
is related to
of fitness fitness
increases
increases decreases mental reaction
mental and mental and time and
129 9.4 Consumption of alcohol b
physical reaction physical reaction decreases
times times physical reaction
times
Which of the following stimulants can be used
130 9.4 routinely, in moderation, without a doctor’s Amphetamines Caffeine. Sudafed b
prescription: -
 is recommended
only when
working late or
can only be
on night shift as should never be
used if
131 9.4 The use of 'pep' pills by an aircraft engineer they stimulate done (except for c
prescribed by
the senses and coffee)
your doctor
make you less
prone to
accidents
avoid making
Anyone taking decongestants to relieve nasal continue working stay away from crucial decisions
132 9.4 c
congestion should as normal. work until cured or performing
licensed duties
has a noticeable
affect on a
subtly impairs has only a short
persons
133 9.4 Smoking cannabis performance for term affect upon a
behavior and
up to 24 hours performance
performance for
up to 24 hours
134 9.4 The only permitted stimulant is caffeine bromine amphetamine a
improve
cause anxiety,
alertness and reduce anxiety
135 9.4 Large amounts of caffeine can headaches and a
increase and stress
stress
awareness
increase
help REM sleep
slow reaction alertness after
and realign
136 9.4 Sleeping tablets can time and dull the waking the b
circadian
senses following
rhythms
morning
A chemical stimulant that can be taken without a
137 9.4 bromine caffeine antihistamine b
doctor's prescription is
tiredness and anxiety,
a temporary
The intake of caffeine in moderate quantities can disruption to the headaches and
138 9.4 increase in b
result in circadian negative mood
alertness
rhythms states
carry on working
provided that not carry out
work on aircraft
139 9.4 When taking prescribed drugs you may your aircraft a
after a 24hr rest.
performance is maintenance
not diminished
 by any side
effects.
9.5 1 (2Q) Physical Environment
9.5 1 Noise and fumes;
goggles to
breathing a filter mask to
protect their
When working inside fuel tanks, engineers might apparatus with prevent
140 9.5 eyes from b
need to wear an independent breathing the
irritation by
supply of air. fumes
fumes
do not suffer wear full
Engineers should only work in enclosed spaces have another
141 9.5 from breathing c
if they person nearby
agoraphobia apparatus
9.5 1 Illumination;
142 9.5 Working with bright lights may cause glare shadows blurred images a
When working on aircraft on a flight line at night, adequate for all
augmented by adjusted to
143 9.5 the illumination provided by airfield lighting maintenance b
task lighting avoid glare
should be tasks
9.5 1 Climate and temperature;
Human performance is most affected by
144 9.5 low temperature high wind low humidity a
conditions of
stop all be rotated
wear appropriate
In extreme weather conditions, engineers maintenance regularly and
145 9.5 protection and a
employed on the line should ideally until the weather closely
carry on working
improves supervised
insufficient
the wind chill drinking iced
146 9.5 Cold stress can be caused by vitamins in the a
factor water
diet
9.5 1 Motion and vibration;
writing for long continuous use
147 9.5 White Finger syndrome is caused by pneumatic tools c
periods of screwdrivers
increasing the decreasing the
decreasing the
frequency of amplitude of
When operating pneumatic tools, the effects of amplitude of
148 9.5 vibrations by vibrations by b
vibration can be minimised by vibrations by
increasing decreasing
damping.
speed. speed.
extensive
The medical condition known as "white finger" is continuous use working in low
149 9.5 contact with oils a
caused by of vibrating tools temperatures
and solvents
9.5 1 Working environment.
 caused by noise, tolerated by
not normally
150 9.5 Environmental stresses are fumes, heat and everyone a
cumulative
vibration equally
9.6 1 (2Q) Tasks
9.6 1 Physical work;
The physical limitations of aircraft maintenance
151 9.6 gender age weight b
engineers is most influenced by their
reduce
Hard, physical work carried out over long periods cause illness increase general
152 9.6 perception and a
of time is likely to and injures fitness
awareness
9.6 1 Repetitive tasks;
remain the same
The productivity of an individual assigned to improve as he reduce as he provided he has
153 9.6 repetitive, routine tasks for long periods of time, becomes more becomes more frequent b
is likely to practiced bored changes of
posture
9.6 1 Visual inspection;
move their eyes ensure the
When carrying out detailed visual inspections, take frequent randomly over environment is
154 9.6 c
engineers should always breaks the area being suitable for the
inspected task
9.6 1 Complex systems.
Deciding whether an engineer has adequate
engineer Engineering
155 9.6 skills and experience to carry out specified tasks shift supervisor b
concerned Manager
on a particular system is the responsibility of the
Ensuring that sufficient resources are available
engineer Engineering
156 9.6 for engineers to carry out their tasks is generally shift supervisor a
concerned Manager
the responsibility of the
Before starting an unfamiliar maintenance an experienced the relevant your training
157 9.6 b
procedure, you should first consult engineer manuals course notes
multiple
systems
built-in testing components are
158 9.6 Troubleshooting performance degrades when complexity a
increases replaced with
increases
LRUs
9.7 2 (3Q) Communication
9.7 2 Within and between teams;
 interpreted and
For successful communications, the sender's heard by the properly
159 9.7 understood by c
message must be:- receiver. documented
the receiver.
The sender of a spoken or written message the graphics his body
160 9.7 the coding used c
should ensure that the receiver understands used language
recognise that
always express
different reserve their
provocative
situations opinions until
161 9.7 Effective communicators views to a
require different decisions need
encourage
types of to be made.
discussion
communication
putting expressing your
speaking and
162 9.7 Effective communication involves everything in views at all b
also listening.
writing. times.
Handover of
Which of the following is essential for an Formal, written A dedicated tasks between
163 9.7 a
effective shift changeover? procedures meeting room. individual
engineers.
does not use relies on body
Technical communication between engineers is receives no
164 9.7 explanatory language for a
most likely to go wrong if the sender direct feedback
sketches feedback
tasks that have
tasks that have
been completed;
tasks that have been completed;
tasks in
been completed; tasks in
progress, their
persons who progress, their
status, any
carried out the status, any
problems
tasks; tasks to problems
165 9.7 A good shift handover should include details of encountered etc; a
be carried out encountered etc;
tasks to be
and general tasks to be
carried out and
company and carried out and
general
technical tools required to
company and
information carry out the
technical
tasks
information
that company
good working traceability and
Written reports should be passed between shifts information is
166 9.7 relationships continuity of b
to ensure passed on
between groups work
correctly
At shift changeovers, proper continuity and remaining at giving a preparing formal
167 9.7 c
traceability of work is achieved by the outgoing work until the comprehensive written records
 verbal briefing to
task is of work carried
shift the incoming
completed out
shift
when written
instructions are
the use of when each
given by the
handover logs individual gets a
engineer
168 9.7 The best type of shift handover is and a brief by personal a
finishing his shift
the shift handover of the
to the engineer
supervisors job
just beginning a
shift
9.7 2 Work logging and recording;
may be carried
must be read out
should always out in different
by one person
be carried out in sequences
169 9.7 Instructions in maintenance checklists and carried out b
the same provided all
by another
sequence steps are
person
completed
A documented Detailed verbal A detailed verbal
Which of the following would be classed as
schedule of work instructions description of a
170 9.7 formal communication within aviation a
assigned to an given by the fault given by
maintenance?
engineer Chief Engineer. the pilot.
9.7 2 Keeping up to date, currency;
may be used if
may be used on must never be
they are
operational used because
Training notes issued to students on approved authorised by a
171 9.7 aircraft if no they are not c
aircraft maintenance training courses qualified
other information authorised or
certfying
is available maintained
engineer
In an approved aircraft maintenance
The National
organisation, who is responsible for ensuring that Individual The Chief
172 9.7 Civil Aviation a
engineers remain current on new technology and engineers Engineer
Authority
procedures?
9.7 2 Dissemination of information.
depends upon
173 9.7 The most effective form of communication is written the is verbal b
circumstances
9.8 2 (2Q) Human Error
9.8 2 Error models and theories;
According to Maslow, the need for safety the most basic second only to a higher level
174 9.8 b
(protection from potentially dangerous objects or need of humans physiological than a human's
 needs (food
need for self
situations) is drink, oxygen
esteem
etc)
a deliberate
an unintentional intentional
175 9.8 A violation is departure from a
error violence
the rules
a deliberate
an unintentional
176 9.8 A mistake is departure from a violation b
error
the rules
177 9.8 A regular behavior of an individual is known as the norm habit culture b
more basic than higher than his higher than his
According to Maslow, an engineer's need to be
178 his need for self- need for self- desire for a
part of a peer group at work is
esteem esteem knowledge
identifying and
strengthening
The "error chain" theory refers to the prevention breaking a link in fixing the
179 9.8 the weakest link b
of errors by the chain common links in
in a chain
a chain of errors
deliberately
have a genuine
The majority of "violations" in aircraft carry out acts of are suffering
180 9.8 desire to 'get the b
maintenance are committed by people who vandalism or from stress
job done'
sabotage
The type of human error that is easiest to correct
181 9.8 variable error constant error reversible error b
is
'Environmental capture' is a type of error
on the same but on different in a short
182 9.8 possible when an engineer does the same job a
type of aircraft types of aircraft timescale
repeatedly
a mistake is
a mistake is less
The difference between a mistake and a violation a violation is not unintentional
183 9.8 serious than a c
is deliberate and a violation is
violation
deliberate
A skilled engineer who uses his own, well-tried committing a using his making a
184 9.8 a
procedures to perform complex tasks is violation initiative mistake
mistakes that
have already caused by not
the result of
been made, but following
185 9.8 Latent failures are unsafe acts in a
have not yet maintenance
the workplace
caused an procedures
accident.
 a task that has a task that
been carried out motivational becomes
186 9.8 Motor program refers to so many times computer programmed a
that it becomes software into short term
automatic memory
Human errors that happen when people
intentionally perform a non-compliant act, or take
187 9.8 violations omissions sabotage a
a short cut, but do not foresee the bad
consequences that may follow, are called:-
9.8 2 Types of error in maintenance tasks;
good items are
duplicate
incorrectly faulty items are
188 9.8 Type 1 visual inspection errors occur when inspections are a
identified as missed
not carried out
faulty
good items are
duplicate
incorrectly faulty items are
189 9.8 Type 2 visual inspection errors occur when inspections are b
identified as missed
not carried out
faulty
In aircraft maintenance, the majority of technical during
190 9.8 by omission on dis-assembly a
errors occur troubleshooting
In the 'slips, lapses and mistakes' definition of
191 9.8 errors, forgetting to replace an engine cowling slip lapse mistake b
would be considered a
should be
is improving
An engineer who uses his own way of is committing a commended for
192 9.8 maintenance a
performing a task routine violation his
efficiency
resourcefulness
can be expected
can be to happen
If a twin-engined aircraft loses an excessive is most likely to
considered an statistically due
193 9.8 quantity of oil from both engines on the first flight be a direct result c
acceptable to the number of
following a service, it of human error
probability aircraft in
service
An error caused by an engineer who
knowledge
194 9.8 inadvertently uses the wrong spanner which then skill based error rule based error a
based error
breaks a delicate sensor would be termed a
knowledge
195 9.8 Trouble shooting is skill based rule based b
based
 should be
should pass it on
An experienced engineer who uses his own, well commended for is in regular
196 9.8 to his junior c
tried method of doing a repetitive job his violation
colleagues
resourcefulness
9.8 2 Implications of errors (i.e. accidents)
report the investigate the
reprimand the mechanic to cause of the
Whilst driving a scissor lift, a mechanic hits an
mechanic and senior accident and
197 9.8 engine cowl lying on the hangar floor. The Shift c
ban him from management for take action to
supervisor should
driving disciplinary prevent re-
action. occurence.
9.8 2 Avoiding and managing errors.
improve the
reduce risks to a
198 9.8 The aim of a Safety Management System is to eliminate risks reliability of b
tolerable level
aircraft parts
identify potential
determine the
identify specific failures in
cause of
199 9.8 The purpose of a "risk assessment" is to safety hazards equipment b
accidents or
in the workplace and/or
incidents
procedures
9.9 2 (2Q) Hazards in the Workplace
9.9 2 Recognising and avoiding hazards;
listed in a local
"Hazards and
Workplace hazards that could cause irreversible permanently clearly marked
Warnings"
200 9.9 damage or injury and which cannot be removed sealed off to with "DANGER" c
manual and read
should be prevent access signs
periodically by
all employees

disconnect the
aircraft batteries
clear the area of
and inform all
disconnect and all personnel
Before working on any aircraft system containing other workers
lockout the and place
201 9.9 potentially hazardous, stored up energy, you that power a
relevant primary hazard warning
should:- should not be
energy sources. signs around the
applied whilst
aircraft
you are working
on the system.
 red, black and
yellow and black circular, red
Hazards that could cause irreversible damage white signs
202 9.9 signs marked signs marked b
should be marked with marked
"CAUTION" "STOP"
"DANGER"
9.9 2 Dealing with emergencies.
run away as fast avoid personal wear protective
203 9.9 One of the basic actions in an emergency is to b
as possible danger clothing

Explain the purpose of a Shift Handover process and
describe the key requirements of an effective handover.
1a Shift handover is the process of handing over tasks and
responsibilities from one shift to another to provide proper continuity
and traceability of all work done.
1b. Good shift handovers ensure that all individuals in the incoming
shift understand exactly what progress has been made by the
outgoing shift and what they are expected to achieve during their own
work shift.
1c. Specific information should be given on
-Tasks Completed,
-Tasks in Progress,
-Tasks Outstanding,
-other technical or Company information
2. Effective Shift Handover depends on:-
2a. The outgoing worker's ability to describe and communicate
important elements of the job or task being turned over to the
incoming worker.
2b. The incoming worker's ability to understand and assimilate the
information being provided by the outgoing worker.
2c. A formalised process for exchanging information between
outgoing and incoming workers
2d Good communication between supervisors and engineers,
involving both written reports and verbal details
2e Suitable facilities and environment for handover meetings
3. Handover Walkaround
3a. The most effective way to communicate this information is for the
incoming and outgoing workers to go over task issues while examining
the actual work location(s) and component(s).
3b. Technicians and Inspectors exchange detailed information related
to individual jobs and tasks.
3c. The location of any parts and tools should be given as applicable
3d. Walkarounds should be structured to ensure that the outgoing
.worker doesn't forget to pass on important information (checklists)

Describe the factors that will affect the decision making 4. Risky Shift
capabilities of a number of technicians working as a team. Groups containing bold, daring personalities will often take decisions
1. General points
1a. Generally, the decision reached by a group will be better than the
average decision made by individuals within the group, although it
might take longer.
1b. However, a group decision will seldom improve on the problem
solving ability of the most able group member.
2. Conformity
2a. People like to conform; non-conformity is stress inducing. We
do not want to be "the odd one out".
2b Peer Pressure can make people accept group decisions that may
be against the individual's better judgement and they may feel
pressurised.
3. Compliance
An unreasonable request is more likely to be complied with if it follows
a more outrageous request that has been rejected, or a more
reasonable request that has been accepted.
that are more risky than decisions made by "average" individuals
5. Group Duration
5a. Team members that are kept together for long periods of time get
to know each others habits, strengths and weaknesses, and
automatically take them into consideration when making group
decisions.
5b. New members joining an established team will be unaware of
signals and shortcuts which could lead to misunderstandings or
accidents.
6. Individual Personalities
The personality of individual group members will determine how much
the above will affect the decision making capabilities of the group, e.g.
6a. strong characters may easily sway the group
6b. weak characters may be easily influenced by others.

Describe factors related to human eyesight which can affect 4. Binocular Vision (Stereopsis)
performance in the workplace may and may affect vision . 4a Both eyes see much of the same objects, partially overlapping one
Where applicable describe methods of reducing any another to give a stereoscopic effect which is useful in calculating the
problems. size of objects and their distance away from the viewer.
4b To function correctly, the image must fall on the same part of the
1. Blind Spots Retina of each eye.
1a. The point at which the Optic nerve joins the Retina has no light 4c If one eye is slightly out of alignment, two images are seen.
detecting cells therefore an image falling on this point cannot be seen. (Diplopia).
1b. This is of particular significance when looking at objects which are 5. Long Sightedness
’close to’. 5a The eyeball shape is shorter than normal resulting in the image
1c. To overcome this problem, when carrying out a visual inspection, being focused behind the Retina.
a ‘scanning’ technique should be used. 5b Unless the Cornea and Lens can focus the image, blurring of
2. Empty Field vision will result when looking at close images.
2a. In the absence of anything to focus on (Empty Field), the natural 5c With age, loss of Lens elasticity causes long sightedness known
focus point of the eye will be just less than one metre. as Presbyopia.
2b. This makes it difficult to search for distant objects if visual clues 5d These conditions can be corrected by convex lenses.
are weak. 6. Short Sightedness
2c. The problem is made worse of there are objects close to the 6a This known as Myopia and the eyeball is longer than normal
empty field range e.g. rain spots on the windscreen, as the eye will be resulting in the image focused in front of the Retina and distant objects
naturally drawn to them. will be blurred.
3. High Light Levels 6b This can be corrected with concave lenses.
7. Colour Perception (and Colour Blindness)
3a. Very high light levels can be found in sunny or snowy parts of the
world.
3b These high light levels contain more high energy blue and ultra-
violet wavelengths can cause damage to the Retina, accumulating
over a long period of time.
3c Sunglasses with the appropriate filtration characteristics and
luminance transmittance of 10-15% should be used.
3d Personnel should be aware of UV hazards associated with certain
NDT processes.
Describe all factors relating to the human ear that can affect
performance in the workplace.
1. Hearing Damage - Conductive Deafness
1a. Any damage to the conducting system, the ossicles or the
eardrum will result in degraded hearing.
1b. Perforations of the eardrum causes scarring of the tissue reduces
its ability to vibrate freely.
1c. A blow to the ear may damage the ossicles and limit transfer of
vibrations.
2. Noise Induced Hearing Loss (NIHL)
2a. Loud noises can damage the sensitive membrane of the cochlea
and the cells on it.
2b. Damage may be temporary initially but continuous exposure to
loud noises will result in permanent hearing loss.
2c. Early symptoms are the inability to hear high pitched tones as
these are detected by the finer cells which are most easily damaged.
7a Many people have some form of colour perception problems which
are caused by defective cone vision or the interpretation of the cone
images by the brain.
7b This may be a problem where colour coded items are involved.
7c Very few people are totally colour ‘blind’ which is caused by the
total absence of cone vision.
8. Physical Damage
8a Physical damage to the cornea, lens or retina will cause impaired
vision.
8b Personnel should be aware of the importance of the correct eye
protection.
4. Motion sickness
4a. Motion sickness is caused by a discrepancy between visual and
balance signals to the brain.
4b. Symptoms experienced are nausea, vomiting, hyperventilation,
pallor and cold sweating.
4c. Medication is available to reduce the symptoms but personnel
should be aware of side effects when working on aircraft.
4d. Always seek medical advice.
5. Effect of Alcohol
5a. Alcohol has a lower SG than water and may dilute the fluid in the
inner ear causing disorientation.
5b. Alcohol in the fleshy stalk of the otolith may persist for several
days after traces in the blood have vanished.
5c. Small movements of the head may cause disorientation up to
three days after consumption of alcohol.
6. Pressurisation /Effects of Altitude
6a. The nasal end of the Eustachian tube acts as a flap valve which
allows expanding gas in the middle ear to vent on ascent but on
 3. Presbycusis descent with an increase in ambient pressure this flap valve can stop
3a. Hearing deteriorates with age. air returning to the middle ear equalising the pressure. This results in
3b. The higher frequencies are lost first. eardrum distortion or perforation which could cause conductive
deadness.
6b. This problem is especially true when the individual is suffering
symptoms of cold.
6c. Personnel should be medically cleared before cabin pressure
testing

Describe the effects of shiftworking on human performance 5. Short Naps

and explain what measures can be taken to minimise them. 5a. Once a certain level of fatigue is reached it is impossible to stay
1. The primary effect of shiftworking is fatigue which causes: awake by an act of willpower alone and the ultimate coping
1a. Sleepiness, indicated by drooping head and staring or half-closed mechanism is to fall asleep
eyes. 5b. Studies have shown that decreased performance caused by
1b. Difficulty in focusing the eyes fatigue can be greatly reduced if workers take a short nap during their
1c. Short-term memory problems shift (although some employers find it difficult to accept workers being
1d. Slow reactions paid for sleeping).
1e. Lack of concentration 6. Shift Structures
1f. Poor short-term memory 6a. Shift structure is an effective way to minimise fatigue.
2. Fatigue is best minimised by ensuring adequate sleep between 6b. Shifts should be rotated towards later shifts rather than earlier, i.e.
shifts days to evenings to nights, which is more synchronised to the
3. Chemical Stimulants biological clock of 25–27 hours.
3a. Chemical stimulants can increase levels of alertness but only 6c. Night shifts cause the greatest problems and the number of
consecutive night shifts should be kept to a minimum
caffeine can be used legally without a doctor’s prescription.
3b. Caffeine in moderation can improve short term alertness and delay
the onset of sleepiness, however, excess caffeine can cause over-
arousal and therefore reduce performance.
4. Physical Activity
The effects of fatigue can be delayed by staying active during a work
shift and reduced by a few minutes of vigorous physical activity.
Explain FIVE reasons why modern Information Technology
(IT) has improved communications in the workplace.
1. Cuts across time boundaries
Employees determine for themselves when in their workday they will
use information technology.
The frustration of trying to reach someone by telephone or having to
return calls or play telephone-tag is eliminated.
Emails etc can be sent and received at any time of the day or night,
irrespective of the time zone of the parties involved.
2. Cuts across geographical boundaries
Messages can be transmitted to a co-worker down the hall or in
another country.
The speed of information reception and retrieval makes the process
economical.
Employees with ready access to technology can generate and receive
information at any location e.g. their home, their vehicle, or in a hotel
room while travelling
6d. The time between shifts should allow a minimum of 8 hours sleep.
6e. The time between shifts should also allow the worker to socialise
and avoid feeling isolated.
3. Allows multiple, simultaneous reception
Information technology can be used to transmit messages to one
person or hundreds of people automatically within a few seconds.
Each individual will receive an individual copy of the message and can
respond back to the sender.
Enables people of the same status to receive messages at the same
time.
4. Eliminates obstructions and bottlenecks
Since electronic information channels are typically direct between
sender and receiver(s), such technology eliminates the filters and
bottlenecks found in traditional oral and written communication.
5. Reduces paperwork
Unless a hard copy is needed for documentation, the entire
transaction can occur electronically.
Most messages are never printed on paper.
6. Enables better teamworking
Information technology helps create communities of workers who have
the capacity and the means to exchange reports, ideas programs, and
plant. This is mainly due to the ease in which communications can be
made
Discuss the rules for successful communications and the
factors that can cause communications to fail.
Rules for successful communications
1. Plan the communication – decide exactly what needs to be
said to get the message across fully and understandably.
2.Know who the recipient of the information is going to be - how
much information does he/she needs to understand the meaning
of the message and its content.
3.Use the language and style which will be understood by the
recipient - mother tongue, technical/non-technical,
coding,decoding etc.
4.Choose the appropriate method and channel of sending the
information – depends on circumstances, urgency, status of
recipient etc.
5.Decide what FEEDBACK is required to ensure that the
message has been both received and understood.
Identify SIX human factors that might cause an experienced
engineer to omit an important step in a maintenance
procedure and explain how the effect of each of those
factors can be minimised.
Select any 6 of the following key points. 10 marks are available
for each point, - 5 for identifying it and 5 for the
explanation/corrective action. Additional marks may be awarded
for valid points that are not included in the list, up to a maximum
of 60.
1 - General health and fitness, including impaired senses.
2 - Stress (work and home related)
3 - Excessive workload
Explain the differences between errors and violations;
describe three types of violation and give your own
Factors that cause communication failures
6. Lack of feedback
7.Where the method of transmitting the information does not
match the circumstances – sending an email to someone in
danger is inappropriate.
8.Where the communication process involve ‘one way traffic
only’ – too much talking and not enough listening.
9.Where the communication has not been adequately planned
to start with – content unsure, using the wrong approach to the
wrong person etc.
10.Where the message is ambiguous or leads to assumptions,
e.g. “When I nod my head, you hit it”.
11.When the recipient of the message does not pay attention –
distraction etc.
12.Messages that fail to get sent or passed on
Messages that allow for doubt.13
4 - Unreasonable time pressures
5 - Fatigue/tiredness/effects of shiftworking
6 - Efffects of drugs/alcohol
7 - Unsatisfactory environmental/weather conditions (lighting,
temperature, noise, fumes
8 - Poor communications
9 - Routine violation/complacency/familiarity
10 - Distractions/divided attention
11 - Poor short term memory(ageing)
4. Optimising Violations
4a. - Breaking the rules for ‘kicks” or to relieve boredom
4b. - Can become a habit
example of each type. 4c. - Example:
1. Errors are unintentional 5. Situational Violations
1a. - and are generally the mistakes personnel make in the workplace 5a. - Non compliance just to get the job done
2. Violations are usually deliberate 5b. - What you are allowed to do decreases as safety related
2a. - and are deviations from safe operating procedures, practices, procedures are introduced. What you must do does not decrease
rules or standards 5c. - Example:
Select any three from the following 6. Exceptional Violations
3. Routine Violations 6a. - Specific tasks or exceptional circumstances that make violations
3a. - Cutting corners to take the path of least effort inevitable.
3b. - Can become automatic i.e. the “normal way of doing things” 6b. - Example:
3c. Example:

Describe how the ageing process affects the working 3. Memory:-

performance of an aircraft maintenance engineer. (Approx
300 words maximum)
1. Vision:-
1a - Eye muscles begin to weaken from about 40 and cause long-
sightedness. (Presbyopia)
1b - Affects the ability to see small details close up
1c - A particular problem in poor lighting
1d - Can be corrected by reading glasses
1e - Regular eye tests should be carried out
2. Hearing:-
2a - Begins to deteriorate from about 30 and made worse by high
noise levels (Presbycusis)
3a - Short term memory (working memory) worsens with age and
increases the risk of forgetting important information whilst performing
a task
3b - Engineers should never rely on memory, when performing
aircraft maintenance tasks. All relevant information should be written
down.
4 Physique:-
4a - Loss of strength - less able to cope with heavy loads
4b - Reduced agility (flexibility) can restrict his effectiveness in some
tasks.
4c - Less stamina can limit the time he is able to perform effectively
5. Confidence:-
5a - More experience gives greater confidence and improved
(aircraft engineers are particularly susceptible) efficiency (positive)
2b - The ability to hear high frequencies is particularly affected 5b - Too much confidence can lead to mistakes. (negative)
2c - Prevention is better than cure (wear ear protectors) 6. - General health and fitness:-
2d - Hearing aids might be needed for bad cases 6a - More prone to age-related illnesses that could lead to more
time off work.
6b - More susceptible to disrupted sleep that could affect their
.performance when working shifts