CABIN CREW CRM TRAINING BEST PRACTICE

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CABIN CREW CRM TRAININGBEST PRACTICE

• Aviation House
• 29 January 2009

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EU-OPS

• Whats changed?
• European law
• Cabin crew training table is now mandatory
  material
• Flight crew training table is now TGL material

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CRM Training Tables

• Automation and philosophy of use

• Human factors
• Human performance and limitations
• Personality awareness, attitude and behaviours,
  self assessment
• Identification and management of passenger human
  factors, crowd control, passenger stress,
  conflict management, medical factors
• Communication/co-ordination with other
  operational personnel

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Operators

• OM should contain training syllabi
• Focus on cabin crew issues
• Combined training if possible
• Principles integrated into all training
• Case studies
• Accommodation
• Combine Introductory/Operator/Conversion

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Training Organisations

• Operator retains responsibility
• Audit of third party
• Approved training organisations
• Attestations
• Transfer of training

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Introductory CRM

• Basic insight into human factors
• Cabin crew from different operators
• Operator or training organisation
• Transferable
• Records

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Operators CRM

• Application of knowledge from Intro
• Company safety culture - mergers
• Incident and accident reporting
• Type of operation
• SOPs

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Aircraft Type Specific

• Narrow v wide bodied
• Twin or mirror decks
• Crew composition
• Number of passengers
• Communication

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Recurrent

• Three yearly cycle detailed in OM
• Syllabus clearly identifies CRM aims
• Include realistic/actual situations
• Joint training
• Use of scenarios/dvds for discussion

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Senior Cabin Crew

• Reinforce all previous CRM training
• Emphasis on management ability
• Leadership, team work and decision making
• LOFT exercises beneficial (Line Oriented Flying
  Training)

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Cabin Crew Instructor Qualification

• Experience as cabin crew
• Received instruction on HPL
• Completed Introductory and Operator CRM
• Received instruction in training skills
• Be supervised by CRM instructors

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Course Content

• Jointly agreed by flight and cabin crew training
  departments
• Clearly identify CRM elements
• Form part of the OM
• Identify 3 year cycle
• Not a tick list or is it?