Pilot - Mechanic Communication: Can We Talk

2. 1 Question 1 Who popularized the term �Can we talk� during the 1980s? a) Barry Manilow b) Joan Rivers Walter Mondale AT&T Commercial

3. 2 Guidelines to Listening

4. 3 Agenda

5. 4 A Miscommunication in Romania BD-700 Global Express (by Bombardier�s Canadair Division)

6. 5 What do you think? �Reports of communication challenges between pilots and mechanics may have been greatly exaggerated�

7. 6 Question 2 The �Reports of my death have been greatly exaggerated� can be attributed to: Wiley Post Johnny Cash Samuel Clemens Thomas Jefferson 1897 Samuel Clemens was living in London. His cousin ,Dr. John Ross Clemens came and visited him. The Doctor got sick and it made the local paper. The names got confused and the New York Journal surmised Mark Twain was ill. They sent a reporter. Twain told him: �The report of my illness grew out of his illness; the report of my death was an exaggeration.� Reporter wrote: ��the report of my death was an exaggeration�.� Has become: ��the reports of my death have been greatly exaggerated.� 1897 Samuel Clemens was living in London. His cousin ,Dr. John Ross Clemens came and visited him. The Doctor got sick and it made the local paper. The names got confused and the New York Journal surmised Mark Twain was ill. They sent a reporter. Twain told him: �The report of my illness grew out of his illness; the report of my death was an exaggeration.� Reporter wrote: ��the report of my death was an exaggeration�.� Has become: ��the reports of my death have been greatly exaggerated.�

8. 7 Communication Model - Simple

9. 8 Question 3 Your opinion on pilot to mechanic communication: Not a problem A challenge that is improving A challenge that has not changed much A significant safety issue No opinion

10. 9 Sources of Information for this Presentation �Asking Around� Research My Experience from an HF Class Pilots Mechanics Cabin Crews Gate Agents Chief Pilot/Director of Aviation Manager of Aircraft Maintenance Directors of Operations, Engineering, and Safety Director of Maintenance Control Center FAA Airworthiness Inspectors Accident Investigators Professors and Researchers

11. 10 Hand Signals in China � Be Careful A Human Factors train-the-trainer in Frankfurt Each participant must tell an HF story The story Incorrect hand signals can be a good thing! But don�t count on it!

12. 11 Guidelines for Transmitting

13. 12 A Few Interview Comments Gate agents on mechanics. Are you sure you are a mechanic? Cabin Crew on mechanics What mechanics had to say about that. A 121 Pilot just transitioned from 135 and commented about maintenance.

14. 13 Director of Aviation Leadership (Management) must set the tone for the importance of write ups. �You get the behavior that you reinforce.� Formal debriefs with maintenance must be a final step in the trip. Before the APU is turned off! Built a new facility and gave the maintenance personnel just as nice offices as the flight department, even bigger. Tie financial EOY bonus pool to safety goals.

15. 14 Senior Captain Flight crews must see the importance of debriefing with maintenance crews. Must be corporate motivation to debrief and document properly Technical training is diminished for flight crews. Military attitude: Air Force vs. Navy Pilots must take ownership for the write-up. Follow-up & communicate to others Be the Manager of Safety, even if you are not

16. 15 Guidelines for Decoding

17. 16 Director of Operations �Feed the ramp guys, hold a flashlight/umbrella for maintenance, and don�t enrage (aka, PO) the cabin crew!� �To get respect, give respect.� The pizza party challenge Here is a significant questions:

18. 17 Question 4 How many mechanics that work on your aircraft can you say their full name? 1 2 3 >3 Not applicable

19. 18 Airline Maintenance Instructor Mechanic bias about pilot pay. Pilots don�t give respect to pilots. Pilot�s job ends when the segment is done. Pilot�s ask good questions in type classes, but only at break. When MCC does a poor communication job the mechanics have a problem. Formalize reporting, like maintenance shift change

20. 19 Manager of Aircraft Maintenance Sees increasing growing atmosphere of teamwork/cooperation. Pilot�s must try harder to get the �right information in the log, flagged, or in the debrief conversation. In the corporate aviation world there is a lot of back and forth discussion. Our mechanics have the pilot�s mobile phone numbers. The �old days� are history.

21. 20 Question 4 �History repeats itself. That�s one of the things wrong with history.� Yogi Berea Clarence Darrow Winston Churchill Carl Hiaasen

22. 21 Director � Maintenance Control Center There is good communication in our company FRM codes really help! Verbal information gets lost! Write it up! Teamwork is essential. Maintenance and Ops cannot afford poor communication. Poor communication costs money!

23. 22 If you want excuses for Communication Challenges Culture Language Education Earnings Hierarchical Issues Personality Traits Corporate Processes

24. 23 The 3 Cs of Communication

25. 24 Question 5 Which is not part of the Communication Model? a) Transmitting b) Receiving c) Decoding d) Feedback e) Broadcasting

26. 25 Written Communication

27. 26 Agenda

28. 27 Your Actions Build Post Flight Maintenance briefings into your SMS Remind yourself of the simple communication model The 3 �Cs� Watch your �Transmit Key� Strive for quality logbook entries Make the effort, and make it formal Pilot - Mechanic Communication � Can we talk?

29. 28 Question 6 Which statement best describes the pace of this presentation a) Almost perfect b) Seem like you just started c) Precision approach d) Keep Talking Dr.Bill

30. 29 Agenda

31. 30 Selected FAA Activities International Survey of HF Completion of 2 Operator�s Manuals for HF Maintenance Airport Services Aviation Safety Action Program Support Action on HF Rulemaking Future Considerations Training Initiatives for Aviation Safety Inspectors

32. 31 Respondent Country and Experience Distribution: Online survey (80 items) 630 addresses. Returns: 414 respondents (66%) from 54 countries. Experience: 65% had more than 20 years aviation maintenance experience. Each country could have had multiple respondents�for example, 160 respondents indicated USA, 35 for Canada. Though it is obvious that we have a world-wide sample, because we were unable to systematically sample respondents, our conclusions are limited to a descriptive nature and do not necessarily reflect the opinions or practices of the entire aviation maintenance population. The following provides a general overview of the results. So who answered the survey-some in the audience? Next I will describe basic characteristics of the sample. Distribution: Online survey (80 items) 630 addresses. Returns: 414 respondents (66%) from 54 countries. Experience: 65% had more than 20 years aviation maintenance experience. Each country could have had multiple respondents�for example, 160 respondents indicated USA, 35 for Canada. Though it is obvious that we have a world-wide sample, because we were unable to systematically sample respondents, our conclusions are limited to a descriptive nature and do not necessarily reflect the opinions or practices of the entire aviation maintenance population. The following provides a general overview of the results. So who answered the survey-some in the audience? Next I will describe basic characteristics of the sample.

33. 32 What type of Maintenance Organization? Of the 258 that indicated airline maint department, repair station entire a/c, and repair station components--- 228 indicated the type of airline maint operation with the majority at a major carrier. You saw the span across the world of respondents�depending upon location the adhere to different regulations �could be voluntary�so we asked what regulatory authority did they design their maint program for? Of the 258 that indicated airline maint department, repair station entire a/c, and repair station components--- 228 indicated the type of airline maint operation with the majority at a major carrier. You saw the span across the world of respondents�depending upon location the adhere to different regulations �could be voluntary�so we asked what regulatory authority did they design their maint program for?

34. 33 Summary Findings Worker safety, flight safety, regulatory compliance are important motivators when implementing an HF program Transport Canada and EASA countries have the most robust programs. Strong regulations promote strong HF programs. Fatigue issues are perceived to be important but little action. When companies have programs they are similar. Companies record event data but do not use it enough.

35. 34

36. 35 Selected FAA Activities International Survey of HF Completion of 2 Operator�s Manuals for HF Maintenance Airport Services Aviation Safety Action Program (ASAP) Action on HF Rulemaking Future Considerations Training Initiatives for Aviation Safety Inspectors

37. 36 Continued outreach & regulatory cooperation Creation of Mx audit tools Address issues of HF on new technologies Multi-faceted approaches to studying maintenance fatigue Future Challenges (1 of 2)

38. 37 Extending HF attention to Airport Operations. Support and capitalize on voluntary reporting system data Measurement of HF initiatives Future Challenges (2 of 2)

39. 38 A Training Tool for FAA Inspectors (Time permitting)

40. Human Factors Spectacles

41. 40 Summary