Pilot - Mechanic Communication: Can We Talk?

1. Federal Aviation Administration Pilot - Mechanic Communication: Can We Talk? Dr. William B. Johnson Chief Scientific & Technical Advisor for Human Factors in A/C Maintenance Systems Bombardier Safety Standdown Wichita, KS October 23-25, 2007

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

3. Guidelines to Listening

4. Agenda Information Sources Smattering of Communication Theory (You forced me!) What you can do to ensure effective communication Maintenance Human Factors at FAA

5. A Miscommunication in Romania BD-700 Global Express (by Bombardier’s Canadair Division) One press article: Fast bomber aircraft with global range.

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

7. Question 2 The “Reports of my death have been greatly exaggerated” can be attributed to: • Wiley Post • Johnny Cash • Samuel Clemens • Thomas Jefferson

8. Communication Model - Simple

9. 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. 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. 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. Guidelines for Transmitting

13. 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. 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. 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. Guidelines for Decoding

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

19. 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. 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. Question 4 “History repeats itself. That’s one of the things wrong with history.” • Yogi Berea • Clarence Darrow • Winston Churchill • Carl Hiaasen

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

24. The 3 Cs of Communication

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

26. Written Communication

27. Agenda Information Sources A Smattering of Communication Theory (You forced me!) What can you do to ensure effective communication Maintenance Human Factors at FAA

28. 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. 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. Agenda Information Sources A Smattering of Communication Theory (You forced me!) What can you do to ensure effective communication Maintenance Human Factors at FAA

31. 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. 54 Countries 414 Total Respondents (66% response rate) 200 Organizations (Estimated based on 66%) Experience: 65% > 20 yrs. maintenance experience Respondent Country and Experience

33. What type of Maintenance Organization?

34. 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. 2 Reference Manuals www.hfskyway.com

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

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

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

40. Movie Human Factors Spectacles

41. Summary Information Sources A Smattering of Communication Theory (You forced me!) What can you do to ensure effective communication Maintenance Human Factors at FAA