C r u c i a l K n o w l e d g e

2544 N. Fox Run Court

Wichita KS 67226

301-412-5966

Human Factors in Aviation Maintenance

Course Description

This instructor lead course (8 hours) is intended for aircraft mechanics, aircraft maintenance supervisors, aircraft accident investigators, and aircraft operations specialists. The course takes an in depth look at communications, dealing with stress and fatigue, overcoming complacency, the demands of shift work, resource utilization.

Case Studies

Case study: Columbia Disaster

Case Study: Eastern Airlines Flight 855

Case study: Phoenix Depressurization

Case Study: 1988 - The Aloha Incident

Topical Outline

ICAO Manual on Safety Management for Air Traffic Services (ATS)

Accident Trends

Maintenance Processes

Aeronautical Decision Making

Human Performance

Control Of Human Behavior

Situational Awareness

Team Situational Awareness

Common understanding

Verbalization of decisions

Team meetings

Teamwork and Feedback

Norms

Safety Chains (Error Chains)

Workshop Exercise

The Communication Process

Elements Of Communication

Leadership

Types Of Leadership

Conflict Resolution

Managing Conflict

Conflict Resolution Strategies

Topical Outline (continued)

THE DIRTY DOZEN

After the 1989 crash of Air Ontario Flight 26, Transport Canada developed the Human Performance in Maintenance workshop. From that evolved what has become known as the "Dirty Dozen."

1. Lack of Communication
2. Complacency
3. Lack of Knowledge
4. Distraction
5. Lack of Teamwork
6. Fatigue
7. Lack of Resources
8. Pressure
9. Lack of Assertiveness
10. Stress
11. Lack of Awareness
12. Norms

Decision Making

Barriers To Good Decision-Making

Analytical Decision-Making Vs. Impulse Decision-Making

The Decision-Making Wheel

Accelerated Response

Learned Thought Processes

Subroutines

Patterns

Bias

Root Cause

Summary and Overview

Objectives

At the end of this course, participants should be able to:

• Define safety culture
• Recognize the impact of human factors
• Identify trends in accidents
• Identify problems in decision making
• Recognize the safety chain
• Recognize national and organizational culture as it relates to safety
• Define situational awareness
• Identify clues to the loss of situational awareness
• Identify links in the safety chain
• Identify and understand Norms
• Explain Human Factors and Human Performance in relation to human errors
• Identify the Dirty Dozen
• Understand the cause and effect of the Dirty Dozen
• Understand safety nets and methods to prevent errors
• Analyze an accident involving the dirty dozen
• Define and understand the communication process
• Determine how behavior and personality affect communication in the workplace
• Determine how verbal and nonverbal qualities affect the communication process
• Demonstrate improve communication skills
• Identify and state the different communications styles
• Use communication tools to increase situational awareness
• Define situational awareness
• Identify clues to the loss of situational awareness
• Describe the two basic leadership styles
• Recognize the differences between designated and situational leadership
• Determine how to apply the correct (leadership) style to situations
• Discuss issues of conflict in the workplace
• Define causes of conflict
• Name some tools in managing conflict
• Identify barriers to good decision-making
• Explain the benefits of analytical decision-making over impulse decision-making
• Be able to apply the decision-making wheel
• Determine when an accelerated response is appropriate

Methods of Instruction

Instructional methods include: presentation by lecture, discussions, individual guidance; reading assignments; quizzes; group exercises; final examination.

This document is not intended for redistribution without permission.

Authored by Gary Burch

Crucial Knowledge

2544 N. Fox Run Court

Wichita KS 67226

301-412-5966

gary@crucial-knowledge.info

www.crucial-knowledge.info