CRM Training Research Articles

Navigating the Skies: Unraveling Communication Challenges in Diverse Aviation Accidents

Effective communication is the lifeline of aviation safety, serving as the cornerstone for preventing accidents, mitigating crises, and ensuring seamless coordination among diverse stakeholders within the complex and dynamic aviation environment. The aim of this study is to provide a qualitative analysis of the 10 fatal accidents in aviation history and incidents and accidents that occurred in the past 10 years registered by the National Transportation Safety Board (NTSB). The content analysis of the reports of the fatal accidents and reports of the 48 events identified in the accident database search revealed themes such as miscommunication between flight crew members, challenges in emergent situations, and communication breakdowns with ATC. These findings align with existing literature, emphasizing the pivotal role of communication in aviation safety. The study offers recommendations to invest in CRM training, standardized phraseology, and advanced communication technologies for aviation safety. Future research directions include exploring human-machine interaction, artificial intelligence, and communication in Unmanned Aerial Systems. Moreover, grounded in these findings, airline companies can infer practical implications such as improved safety, operational efficiency, stress reduction, cost savings, regulatory compliance, and trust-building, thereby emphasizing the industry's commitment to continuous improvement in navigating the complexities of aviation communication.

The Effects of Cultural Differences Across the Globe in the Aviation Industry

There are numerous factors contributing to the ineffective collaboration of multicultural flight crews. This study presents an overview of Crew Resource Management history, CRM training courses, and communication challenges among flight crews. The national, organizational, and professional cultures of crew members have a significant impact on flight safety. Although the primary focus is on Saudi Arabian Airlines, the findings are applicable to any multicultural airline. Research has demonstrated the effectiveness of CRM training for pilots and flight attendants in foreign flying environments when considered separately. The authors examine accidents resulting from inadequate communication between pilots and flight attendants. A survey involving 30 pilots and 30 flight attendants working for Saudi Arabian Airlines was conducted which revealed that the participants recognized the importance of cultural differences as crucial aspects addressed in safety training and cooperation among crew members. Additionally, it was disclosed that effective communication significantly influences teamwork efficiency and safety outcomes. As a recommendation, it is suggested that the airline should establish an annual joint CRM training program for both pilot and cabin crew groups.

The development of the helicopter non-technical skills (HeliNOTS) behavioural marker systems

Behavioural marker systems (observational frameworks geared towards the assessment of non-technical skills by way of behavioural markers) exist across a variety of high-risk occupations, however, no identifiable system currently exists developed from rotary operative data. In this study, discussion groups (n = 9) were undertaken with subject matter experts (n = 20)—including pilots and technical crew operating across search and rescue and offshore transport environments—with the objective of identifying role-specific behavioural markers. Systems were reviewed on an iterative basis by the academic team and received final reviews by additional subject matter experts (n = 6). Two behavioural marker systems were constructed: HeliNOTS (O) for offshore transport pilots and HeliNOTS (SAR) for search and rescue crews; each with domain-specific behavioural markers. Both represent a significant step towards a nuanced approach to training and assessment of helicopter flight crews’ non-technical skills and are the first publicly available systems tailored to these distinct mission types. Practitioner summary: There is no publicly available behavioural marker system based on data from rotary operatives. Across this study, two prototype systems were developed: HeliNOTS (SAR) for helicopter search and rescue, and HeliNOTS (O) for helicopter offshore transport. Both HeliNOTS systems represent a nuanced approach towards rotary CRM training and assessment.

The Experience and Performance of Female Airline Pilots in Taiwan - A Tripartite Assessment

The pilot profession remains one of the most notable gender-imbalanced occupations in the aviation industry, with women making up a far lower percentage than men. Nevertheless, the experiences and challenges faced by female pilots in the workplace is worth exploring. Previous studies have mostly approached these issues from the perspective of male and/or female pilots, ignoring the opinions of managers responsible for flight operations. This study fills this research gap by adding flight operations managers' assessments of female pilots to explore the topic from a broader and comprehensive tripartite perspective. In addition, gender issues in the cockpit and the impact of female pilot participation are also discussed. The research is conducted through in-depth interviews covering flight operations managers, male pilots, and female pilots in three different Taiwanese airlines. The findings of this study reveal that the performance of female pilots is generally affirmed by flight operations managers and male pilots, and the participation of female pilots produces some chemical effects on the culture of the cockpit, which also contributes to crew resource management and flight safety. Contrary to previous research findings, the female pilots interviewed in this study do not feel that they are being challenged or abused in relation to their gender. Finally, several recommendations are given to the airlines to implement CRM training programs and recruit female pilots.

What the Birkman Method© Can Tell Us about the Psychological Profile of Business Aviation Departments, Their Leadership, Strengths, and Challenges

ABSTRACT Method The study summarizes a significant amount of Birkman data, validated by one-on-one interviews with business aviation professionals and supported by close observation of the departments and corporations where they work. Objective Earlier research focused on military, commercial, and trainee pilots; the present study of business aviation examines not only pilots but also maintenance technicians, cabin attendants, schedulers, and directors of aviation who fly, maintain, and manage corporate jets. Results The findings compare the resulting profile(s) with output from previous studies; throw additional light on the “boomerang effect” in CRM training and other unresolved issues and ambiguities in existing knowledge; and suggest directions for further research, including refined methods and broadened uses for psychological assessments in and beyond the selection process.

Analysis of CRM Training in the Commercial Pilot License Training Stage for Student Pilots—Taking L3 Flight Training School as an Example

CRM training is one of the compulsory courses for every student pilot, especially in commercial pilot license training stage. This paper introduces the course and teaching method of CRM in L3 flight training school. Combined with the author's flight experience in L3 flight training school in the United States, it analyses the main factors for obtaining CRM in commercial pilot license training, and discusses the common problems encountered by pilots due to lack of CRM training. This paper proposes some targeted programme from the acquisition of pre-flight information, flight technical ability, crew communication, enhancement of flight situational awareness, and improvement of Crew Resource Management capabilities. At last, the paper provides some references for student pilots of flight safety and improving Crew Resource Management capabilities.

Generic Crew Resource Management training to improve non-technical skills in acute care - Phase 2: A pre-post multicentric intervention study

BackgroundCrew Resource Management (CRM) training aims to improve non-technical skills to reduce preventable errors in healthcare. This study evaluates a generic CRM training program for acute care settings by assessing its’ effect on the four levels of Kirkpatrick. MethodsThe intervention entails a theoretical part and a simulation-based multidisciplinary team training including debriefing. Pre-post measurements were taken using questionnaires, observations and interviews. 231 Belgian physicians, midwives and nurses participated. ResultsOn level 1, respondents provided high scores and perceived the training as important. On level 2, a shift in knowledge, skills and awareness was found for 9/23 items. Observations showed safer teamwork on level 3 for all specialty areas. On level 4, a significant improvement was measured only for perceptions of management. Hierarchy and lack of a safety culture hinder the application of CRM in practice. ConclusionsA generic CRM-training invokes a positive reaction, changes attitude, knowledge, non-technical skills, and behavior. A one-time CRM-training is insufficient to change safety culture. The possibility of a generic training for acute specialty areas was confirmed.

Enhancing Maritime Crew Resource Management Training by Applying Resilience Engineering: A Case Study of the Bachelor Maritime Officer Training Programme in Rotterdam

This paper sets out to enhance current Maritime Crew Resource Management (MCRM) training, and with that to improve the training of technical and non-technical skills given to bachelor maritime officers. The rationale for CRM training is improving safety performance by reducing accidents caused by human error. The central notion of CRM training is that applying good resource management principles during day-to-day operations will lead to a beneficial change in attitudes and behaviour regarding safety. This article therefore indicates that enhanced MCRM should play a more structural role in the training of student officers. However, the key question is: what are the required changes in attitude and behaviour that will create sufficient adaptability to improve safety performance? To provide an answer, we introduce the Resilience Engineering (RE) theory. From an RE point of view, we elaborate on the relation between team adaptability and safety performance, operationalized as a competence profile. In addition, a case study of the ‘Rotterdam Approach’ will be presented, in which the MCRM training design has been enhanced with RE, with the objective to train team adaptability skills for improved safety performance.

Safety voice and safety listening during aviation accidents: Cockpit voice recordings reveal that speaking-up to power is not enough

Safety voice is theorised as an important factor for mitigating accidents, but behavioural research during actual hazards has been scant. Research indicates power distance and poor listening to safety concerns (safety listening) suppresses safety voice. Yet, despite fruitful hypotheses and training programs, data is based on imagined and simulated scenarios and it remains unclear to what extent speaking-up poses a genuine problem for safety management, how negative responses shape the behaviour, or how this can be explained by power distance. Moreover, this means it remains unclear how the concept of safety voice is relevant for understanding accidents. To address this, 172 Cockpit Voice Recorder transcripts of historic aviation accidents were identified, integrated into a novel dataset (n = 14,128 conversational turns), coded in terms of safety voice and safety listening and triangulated with Hofstede’s power distance. Results revealed that flight crew spoke-up in all but two accidents, provided the first direct evidence that power distance and safety listening explain variation in safety voice during accidents, and indicated partial effectiveness of CRM training programs because safety voice and safety listening changed over the course of history, but only for low power distance environments. Thus, findings imply that accidents cannot be assumed to emerge from a lack of safety voice, or that the behaviour is sufficient for avoiding harm, and indicate a need for improving interventions across environments. Findings underscore that the literature should be grounded in real accidents and make safety voice more effective through improving ‘safety listening’.

Competency training of initial crew resource management course for cabin crew

This research is a mixed method study with the following objectives. (1) To identify competencies training of initial crew resource management course. (2) To validate and rank order the CRM training competencies. (3) To examine significant differences between ranking results from two certain groups of respondents. Definition of training competency has been done through literature review and in depth interview of 20 CRM instructors, while order ranking of training competencies has been done through questionnaires of 9 levels of importance. Population are airline employees, 400 sample used can divided into two groups; group one consists of instructors, chief pursers and supervisors and group two is junior cabin crew. Results finding can be concluded as follows; training competencies consist of (1) knowledgeable and skillful instructor, (2) appropriate curriculum, (3) follow up and evaluation system (4) trainee qualification and self-efficacy, (5) knowledge of organization’s policies, procedures, guidelines and (6) sufficiency training facilities and training material. Rank order views from both groups were not much different, they rated knowledgeable and skillful instructor is the most important while sufficiency training facilities and training material was perceived least important.

Failure to rescue and 30-day in-hospital mortality in hospitals with and without crew-resource-management safety training.

Failure to rescue (FTR) occurs when a clinician is unable to save a hospitalized patient's life when they experience a complication that was not present on admission. Research suggests that a focus on patient safety, including implementing airline-industry-based-crew-resource management (CRM) training, can improve patient outcomes, however, the effects of CRM on FTR are unknown. This study examined FTR and 30-day in-hospital mortality (IM) outcomes in two hospitals to determine if differences existed in the treatment hospital (received CRM training) and the comparison hospital (did not receive CRM training). Researchers expected there would be lower rates of FTR and IM in the treatment hospital than the comparison hospital. The study utilized a matched two-group comparison, cross-sectional quasi-experimental design. Over 10,000 patients (n = 10,823) comprised the study with 1,764 having at least one FTR complication. Adjusted odds of FTR were 2.9% higher for treatment versus comparison but these results did not reach significance. The adjusted odds of IM were 0.4% higher for treatment versus comparison but not significantly higher. Although the reasons for our findings remain unclear, previous researchers also found that CRM training improved staff outcomes but unexpectedly did not improve patient outcomes. CRM training may best be used to target changes in staff behaviors and improvement in staff outcomes. Refresher CRM training may be needed to prevent drifting back into longstanding behaviors. Reductions in FTR and patients with IM outcomes may require more comprehensive, multipronged interventions in addition to CRM training.

Crew resource management training in healthcare: a systematic review of intervention design, training conditions and evaluation.

ObjectivesCrew resource management (CRM) training formats have become a popular method to increase patient safety by consideration of the role that human factors play in healthcare delivery. The purposes of this review were to identify what is subsumed under the label of CRM in a healthcare context and to determine how such training is delivered and evaluated.DesignSystematic review of published literature.Data sourcesPubMed, PsycINFO and ERIC were searched through 8 October 2018.Eligibility criteria for selecting studiesIndividually constructed interventions for healthcare staff that were labelled as CRM training, or described as based on CRM principles or on aviation-derived human factors training. Only studies reporting both an intervention and results were included.Data extraction and synthesisThe studies were examined and coded for relevant passages. Characteristics regarding intervention design, training conditions and evaluation methods were analysed and summarised both qualitatively and quantitatively.ResultsSixty-one interventions were included. 48% did not explain any keyword of their CRM intervention to a reproducible detail. Operating room teams and surgery, emergency medicine, intensive care unit staff and anaesthesiology came in contact most with a majority of the CRM interventions delivered in a 1-day or half-day format. Trainer qualification is reported seldomly. Evaluation methods and levels display strong variation.ConclusionsCritical topics were identified for the CRM training community and include the following: the need to agree on common terms and definitions for CRM in healthcare, standards of good practice for reporting CRM interventions and their effects, as well as the need for more research to establish non-educational criteria for success in the implementation of CRM in healthcare organisations.

Development of a fieldwork simulator for experiencing human errors

A fieldwork simulator for experiencing human error has been developed as one of the key component in CRM training course for JNFL (Japan Nuclear Fuel Limited) reprocessing plant. The characteristic feature of the developed simulator is that it is consist of downscaled hardware (Field Control Station: FCS and Control Center: C/C) similar to ones actually used in real plant combined with Operator Interface Station(OIS) and the focus of training has been set on the communication among trainees in team for achieving specified task. The error-prone situation has been intentionally prepared by adding erroneous description in the given procedure. The developed simulator has been used during the CRM training course in JNFL and the validity of the simulator has been examined. Based on the behavioral analysis results of one training session, in which four teams of personnel participated, it has been confirmed that the expected error has been observed in half of the teams depending on the characteristics of each team performance. In addition, the subjective evaluation of the developed simulator showed that it was preferably accepted by trainees for enhancing self-recognition of error-prone situations. Language: en

금융기관의 고객관계관리시스템(CRM)에 관한 연구

Several companies and organizations have welcomed the Big Data era has given rise to the need to more systematically manage their customers a diverse and fragmented. In this paper, we further customer recognition and management method for managing existing customer needs, the present invention relates to a CRM marketing strategies of financial institutions through customer segmentation. What was the introduction of CRM, looked out for sure what the process had been developed to better understand the CRM through the company's customer management change. Looked out of the CRM practice at the bank through the investigation, was identified positively influence your customers, staff concluded that specializes in CRM training is required for each point for a better direction.

Perceived Barriers to the Use of High-Fidelity Hands-On Simulation Training for Contrast Reaction Management: Why Programs are Not Using It

Although subjective and objective benefits of high-fidelity simulation have been reported in medicine, there has been slow adoption in radiology. The purpose of our study was to identify the perceived barriers in the use of high-fidelity hands-on simulation for contrast reaction management training. An IRB exempt 32 questions online web survey was sent to 179 non-military radiology residency program directors listed in the Fellowship and Residency Electronic Interactive Database Access system (FREIDA). Survey questions included the type of contrast reaction management training, cost, time commitment of residents and faculty, and the reasons for not using simulation training. Responses from the survey were summarized as count (percentage), mean ± standard deviation (SD), or median (range). 84 (47%) of 179 programs responded, of which 88% offered CRM training. Most (72%) conducted the CRM training annually while only 4% conducted it more frequently. Didactic lecture was the most frequently used training modality (97%), followed by HFS (30%) and computer-based simulation (CBS) (19%); 5.5% used both HFS and CBS. Of the 51 programs that offer CRM training but do not use HFS, the most common reason reported was insufficient availability (41%). Other reported reasons included cost (33%), no access to simulation centers (33%), lack of trained faculty (27%) and time constraints (27%). Although high-fidelity hands-on simulation training is the best way to reproduce real-life contrast reaction scenarios, many institutions do not provide this training due to constraints such as cost, lack of access or insufficient availability of simulation labs, and lack of trained faculty. As a specialty, radiology needs to better address these barriers at both an institutional and national level.

IS-035 How To Improve Team Working In Nicus

Patient safety and teamwork are closely related in the medical profession, especially in an ICU setting. The PICU in the ErasmusMC Sophia Children’s Hospital started with team training in the form of CRM training in 2005 for all personnel working on the ICU. In 2007 a number of nurses and doctors from the team went to the centre for advanced paediatric and perinatal education in Stanford, USA for a teach the teacher course in paediatric medical simulation. Ever since, simulation training is an inseparable part of the patient safety management system in the Erasmus MC-Sophia. Simulation training in a team setting improves team functioning in the complex work setting of an intensive care by allowing the team to practice skills and communication in safe surroundings. Different learning theories show that this way of teaching is very efficient for the adult learner. Also literature shows that teams function better, there is better leadership, and patient safety increases after the implementation of simulation team training. The systemic approach reduces the chance of team failure and reduces the number of medical errors. The presentation focusses on the set-up of the patient safety management system on the PICU. It illustrates the need and usefulness of team training embedded in a larger patient safety management system.

항공사 CRM 훈련과정 특성에 따른 승무원 훈련만족도 연구

It has been focused on that the major reasons of aircraft accidents resulted not from human error but from the failure of teamwork or communication in 1980's. Such opinions were suggested in the workshop, so called, "Resource Management on the Flight Deck" by NASA in 1979. The researchers agreed the fact the source of human error was originated from the failure in teamwork, communication or even in leadership of captain. Due to the rapid development of aircraft technologies, the reasons for aircraft accident could be easily found out. According to the analysis results of the technology, most of reasons for the accident might directly be connected not to human error or stick-Rudder skill but to situational awareness, communication, leadership or decision making in the aircraft. This paper has tried to research empirically the satisfaction of flight crews who have gone thorugh CRM training in the commercial airline. Based on the quantitative scale by J. Ford et al. (2014), this paper has proved which characteristics of CRM training has a positive impact on the overall satisfaction of CRM training. It was proven that the teamwork and decision making programs among CRM training have a major effect to the satisfaction level of flight crews.

NOTECHS이 안전운항(安全運航)에 미치는 영향(影響)

Rotorcraft operating in the domestic aviation safety techniques are applied CRM training is conducted but, aircraft accidents caused by human factors has not shown a declining trend. Thus, knowledge of aviation safety and human factors for the spread of awareness of improved rotorcraft flight operations department managers to understand the complexity of nature and culture, and to perform high-risk mission helicopter pilot study of local activation and enhance safety awareness research was conducted in order to. In this study, the development direction of CRM training studies in order to identify the leading NOTECHS (Non-Technical Skills; non-technical pilot skills) of the four categories as the independent variable and the dependent variable corresponding to the resulting effect on the key variables awareness of the differences were studied. In addition, the direction and strength of the relationship were analyzed to determine the relationship of each independent variable to assess the impact on the dependent variable regression analysis was performed. Pilot training and evaluation of non-technical skills related to the teaching reflected in the CRM training and assessment must be carried out with 5 star rating scale was preferred. Therefore, to meet our country rotorcraft operating environment 'NOTECHS' aviation safety by developing training programs reflected in the educational process, implementation, and periodic training and assessment is done in future research on this analysis and feedback is done to reflect the specific performance expect.

Effectiveness of classroom based crew resource management training in the intensive care unit: study design of a controlled trial

BackgroundCrew resource management (CRM) has the potential to enhance patient safety in intensive care units (ICU) by improving the use of non-technical skills. However, CRM evaluation studies in health care are inconclusive with regard to the effect of this training on behaviour and organizational outcomes, due to weak study designs and the scarce use of direct observations. Therefore, the aim of this study is to determine the effectiveness and cost-effectiveness of CRM training on attitude, behaviour and organization after one year, using a multi-method approach and matched control units. The purpose of the present article is to describe the study protocol and the underlying choices of this evaluation study of CRM in the ICU in detail.Methods/DesignSix ICUs participated in a paired controlled trial, with one pre-test and two post test measurements (respectively three months and one year after the training). Three ICUs were trained and compared to matched control ICUs. The 2-day classroom-based training was delivered to multidisciplinary groups. Typical CRM topics on the individual, team and organizational level were discussed, such as situational awareness, leadership and communication. All levels of Kirkpatrick's evaluation framework (reaction, learning, behaviour and organisation) were assessed using questionnaires, direct observations, interviews and routine ICU administration data.DiscussionIt is expected that the CRM training acts as a generic intervention that stimulates specific interventions. Besides effectiveness and cost-effectiveness, the assessment of the barriers and facilitators will provide insight in the implementation process of CRM.Trial registrationNetherlands Trial Register (NTR): NTR1976

Effects of Crew Resource Management Training on the Team Performance of Operators in an Advanced Nuclear Power Plant

The objectives of the study are twofold: the development of a CRM training program appropriate to Korean NPPs and the evaluation of CRM training effectiveness. Firstly, the CRM program was developed with a focus on nontechnical skills—such as leadership, situational awareness, teamwork, and communication—which have been widely known to be critical for improving operational performance. Secondly, the effectiveness tests were conducted for two different crews of operators, performing six different emergency operation scenarios during a four-week period. All the crews (crews A and B) participated in the training program for the technical knowledge and skills, which were required to operate the simulator of the MCR during the first week. However, for the verification of the effectiveness of the CRM training program, only crew A was randomly selected to attend the CRM training after the technical knowledge and skills training. The results of the experiments showed that the CRM training program improved the individual attitudes of crew A with a statistical significance. The team skills of crew A were found to be significantly more advanced than those of crew B. However, the CRM training did not have a positive effect on enhancing the individual performance of crew A, as compared with that of crew B.