The Basics SEVEN SKILLS OF CRM


Effective Crew Resource Management includes Seven Basic Skills:


1. Communication) 2. Leadership 3. Assertiveness 4. Adaptability/Flexibility 5. Situational Awareness 6. Decision Making 7. Mission Analysis


Communication


Mission Analysis


Leadership


Decision Making


CRM Assertiveness COMMUNICATION


Communication is the clear and accurate sending and receiving of information, instructions, or commands, as well as providing useful feedback when required.


Types of Communication:


• Verbal including Written • Tone • Non-Verbal


How do people communicate? Studies show that “the message gets across” in the following ways:


• Verbal including Written – 7% • Tone – 33% • Non-Verbal – 60%


Situational Awareness


Adaptability/ Flexibility


The importance of clear and unambiguous communication must be stressed in all training activities including pilots, flight attendants, flight techs, mechanics and aircraft dispatchers.


** Remember: 70 to 80 percent of all accidents involved a lack of interpersonal communications!


Preconceived biases can be fatal – personally, professionally and physically. Often, preconceived biases will affect the final outcome of a situation. Humans have tendency to assume we know all the answers, finish others sentences for them and “tune out” what we do not want to hear.


We are not good listeners!


11 CRM 1


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