in your words or actions that could be misconstrued or misinterpreted?” Allow Mike to respond, then ask Joe if that is how he saw it.
Then ask Joe the same questions. You’re getting a dialogue going between them. You are raising their awareness of what they said, what they did and how it appeared to others. You are helping them grow as individuals and as leaders. Most importantly, you have gotten them to talk to each other and demonstrated how to productively handle confl ict. We don’t look forward to these
conversations. They can be awkward, clumsy, problematic and complex. They can make you or the other person stubborn, uncooperative, obstinate or self-conscious. As the director, it is unavoidable that at some point you will encounter a situation that warrants this type of discussion. How you handle it will spread throughout the fl ight department, aff ecting your reputation and your infl uence as director. Keep your thoughts clear, your words non-judgmental and your mind open.
Human factors and modifying behaviors are the focus of Dr. Shari Frisinger’s programs, raising awareness of potentially disruptive or unsafe behaviors before they occur. These behavioral
leadership programs give her clients the tools to infl uence, empower and motivate. This eases confl ict, enhances safety and elevates service. She is a member of NBAA’s Safety Committee, an NBAA PDP provider and an adjunct faculty member facilitating leadership and aviation courses. For more information, visit www.
ShariFrisinger.com or call (281) 992-4136.
Carver, B., & United States. (1987). US Air Force guide to mishap investigation. Washington, DC: Dept. of the Air Force.
NBAA Safety Committee top 10 safety focus areas:
http://www.nbaa.org/ops/safety/top-10/
Stein, S. J., & Book, H. E. (2000). The EQ edge: Emotional intelligence and your success. Toronto: Stoddart.
Sulistyawati, K., Wickens, C. D., & Chui, Y. P. (2011). Prediction in Situation Awareness: Confi dence Bias and Underlying Cognitive Abilities. The International Journal of Aviation Psychology, 21, 2, 153-174.
Tedlow, R. S. (2010). Denial: Why business leaders fail to look facts in the face--and what to do about it. New York: Portfolio.
Wiegmann, D. A., & Shappell, S. A. (2001). Human Error Perspectives in Aviation. The International Journal of Aviation Psychology, 11, 4, 341-357.
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