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Advanced Module: Customer and team behaviour in challenging situations where human factors count

Advanced Module: Customer and team behaviour in challenging situations where human factors count

Goals:

To raise awareness of how subjective perception can be compromised in pressure situations To strengthen communication skills in critical situations To promote the ability to make systematic decisions To raise awareness of the obstacles to intervention at various hierarchical levels To approach conflicts in a solution-driven manner To underline the vital importance of the briefing and debriefing processes


Module 18

General introduction (15-30 min / must-element)

  • Trainers introduce themselves
  • Participants introduce themselves and state their expectations
  • Communicate goals and structure of the day
  • Explain and formulate course agreements
  • Conduct a joint review of Modules A and B

Module 19

The Pipeline Training Facility (30-60 min / recommended)

  • Communicating with customers and interfaces
  • Discussing topical issues
  • Coping with pressure
  • Decision-making and leadership

Module 20

Developing the team’s communication and response skills in challenging situations (120-150 min / recommended)

A four-station exercise to be performed in small groups

1st Station:

  • Perception under pressure: what influences our perception in our daily work? And what can we do in response to avoid errors and misunderstandings?
  • Transfer to daily working life.

2nd Station:

  • Getting to know the SPORDEC decision-making tool and how it can be used in our daily working lives.

3rd Station:

  • Communicating under pressure: de-escalation strategies

4th Station:

  • A medical incident aboard a SWISS flight. This exercise in a cabin mock-up helps train various skills, including perception, decision-making and communications in pressure situations.

Module 21

Intervention – obstacles – FACE (60-90 min / optional)

  • When does it make sense to intervene? (groupwork)
  • Identifying our own inhibitions: do I find it hard to voice my concerns to a superior? And if so, why?
  • Use the “FACE” Model to break the intervention down into four distinct phases and thereby give the intervener more opportunities to contribute their views or reservations in gradually intensified steps.

Module 22

Work and workload management (60-120 min / recommended)

Use the Eisenhower Model to develop an ability to categorize tasks by their importance and their urgency and devise effective lists of priorities. As a further option, these skills can be trained and experienced as a team in the “Terra Nova” and/or the “Lost on the Moon” exercises. (90 min)


Module 23

Conflict management (based on Thomas Killmann) (60-90 min / recommended)

  • Use tests to familiarize participants with their own preferred responses to conflict situations.
  • Familiarize participants with various conflict resolution strategies, with due regard to the benefits and drawbacks of each.

Module 24

Briefing and debriefing (30-60 min / recommended)

Familiarize participants with the benefits of briefing and debriefing, and show them how they can incorporate a debriefing into their daily working lives and conduct it, too.


Module 25

Pathfinder: a full-team exercise (90-120 min / recommended)

An exercise to practise and refine:

  • Interactions within the team
  • Feedback and the “Closed Feedback Loop”
  • The Error Admission Culture
  • Perception of body-language signals
  • Sending and receiving messages
  • Dealing with pressure and complex situations

Module 26

Smoke on Board: a full-team exercise (120-150 min / recommended)

An exercise to train teamwork behaviour, in which an inflight emergency is simulated in a cabin mock-up and the team are asked to respond as cabin crew members. An exercise to practise and refine:

  • Communications under pressure
  • Subjective perception
  • The “Closed Feedback Loop”
  • Dealing with pressure and complex situations
  • Reflecting on leadership

Module 27

The Interlab Exercise: highly efficient virtual team training (4-8h / recommended)

In this exercise the participants are “transported” to a malfunctioning space station. They have little time to save themselves. And it quickly becomes clear that technical expertise is not what is needed. Only efficient communications and a good division of tasks will help. The various cycles of simulator sequences and phases of reflection are designed to train:

  • Teamwork skills
  • Leadership skills
  • Awareness of the Human/Machine System

Module 28

Individual coaching (1-2h / recommended)

The aim of individual coaching is to enable each participant to apply what they have learnt to their daily working life, reflect on it and be able to draw effectively on their own resources, too.