CABIN CREW | Module 6 – Crew Member Coordination and Communication

6.3 Introduction to Crew Resource Management (CRM)

1. Define CRM and what it is used for.

➢ CRM is the effective use of all available resources (equipment, procedures and people) to
achieve safe and efficient flight operations. CRM helps to avoid human error and to stop
errors and their consequences before they occur. CRM is also used to minimize and
effectively handle the consequences when they do occur.

2. List at least 8 interpersonal skills required for effective teamwork

➢ Being able to communicate clearly, being able to actively listen and respond, asking
appropriate questions or clarifying unclear situations, being able to give and receive
constructive feedback, maintaining professionalism in all interactions, being adaptable and
flexible, being respectful of others' ideas, opinions and feelings, being able to recognize your
own biases and judgments, being open to others ideas and suggestions managing conflict
effectively, being supportive if others need assistance or are having a difficult time, making the
best decisions for the situation at hand rather than striving to be right and being supportive of
the decisions being made.

3. Explain the importance of crew cooperation and teamwork in order to function smoothly
under difficult circumstances.
➢ Crew cooperation and teamwork ensures the safety and well being of the passengers and
crew before and during flights and in particular during unusual or difficult situations.

4. List and describe various types of obstacles to effective crew performance

➢ Fatigue, workload, stress, cultural differences, fear, bias, language barriers, lack of
understanding of another's situation, job and responsibilities, poor listening skills, and poor
communication (body language, non verbal's, tone of voice).

5. In order to overcome barriers to effective crew performance you can learn to ___ and learn
how to ___.
➢ Recognise fatigue and stress in yourself and others; remain calm under stressful conditions.

6. Two skills that will help overcome challenges to successful crew performance are effective
___ and effective ___.
➢ Time management; workload management

7. The ___ works in an environment that is very confined and quiet.

➢ Flight crew

8. Factors that affect how well a team communicate and works effectively include, ___, ___,
___, and ___.
➢ Conflict; workload; stress; group interactions.

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