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CRM/Leadership Southwest Airlines
CRM/Leadership
Southwest Airlines
SWA CRM
Today's Topics
• Adult Learning / Pilot Learning • Integration of CRM in the Initial Pilot
Training Course • Captain Leadership Training
• Upgrade CRM Training
Adult Learning Principles
• Focus on “Real World Problems”. • Emphasize how learning can be applied. • Relate learning to goals. • Relate material to past experience. • Allow debate and challenge of ideas. • Listen to and respect the opinions of learners. • Encourage learners to be resources to you and to
each other. • Treat learners like Adults. • ***Give Learners Control***
Learning Style of Pilots
1) Convergent Style – prefers to know how it works as opposed to who says it works.
2) Assimilative Style – concern themselves with ideas and abstract concepts rather than with people and social interactions.
What that means:
• Strengths: Intelligence Tests and Building Theoretical Models.
• Emphasis: Problem Solving / Decision Making and Less on People, more on ideas and concepts.
What do we do now?
Incorporate ASRS DATA in Training
Hydraulic System • B autopilot disconnects. • B system hydraulic failure indications. • Notified Dispatch and divert agreed
upon. • QRH B system hydraulic failure
checklist accomplished.
What are the Threats?
Hydraulic System • Crew found B pumps off during
checklist. • Notified Dispatch everything was back
to normal and asked about divert. • Dispatch recommended continuing to
divert. • Normal landing followed at the divert
airport.
What were the errors?
Lesson Learned:
• Double check that the anti-ice switches are indeed the switches that are being operated
• Complete all steps in order. Check list first then call Dispatch
• Vocalize any switch position movement as a necessary part of CRM
How do we manage this situation?
Southwest Airlines Dispatch Operations & Flight Operations
January 2009
CRM/DRM
What qualities make a good leader?
Discussion
FAA required curriculum – 121.404 CRM/DRM
Improve communication between Dispatchers and Crews
Make the Captain/Dispatcher team better leaders
Why We Are Here Today!
Captains & Dispatchers Joint Responsibility
(14 CFR part 121.533(b)) • Captains and Dispatchers are jointly
responsible for the preflight planning, delay, and Dispatch Release of a flight, in compliance with 14 CFR Chapter 1 and the Southwest Airlines Operations Specifications
Operational Control:
Course Training Objectives:
Identify:
• Aircrew Authority and Leadership
• Crew Member Duties & Responsibilities
• Risk Assessment & Decision Making
The Challenge:
Tying Crewmembers To
Corporate Philosophy
SWA Mission
Quality Customer Service Warmth
Friendliness Pride Spirit
SWA Commitment
Stable Work Environment Learning
Personal Growth Creativity/Innovation
Concern Respect
Care
SWA Operating Priorities
Captain Upgrade Leadership
2009
Work Schedule
• What Captains do • Threat & Error Management Skills • A look at line Incidents/Accidents • Monitoring and Challenging • Passenger Issues • Briefings • Prioritizing & Decision Making
Who Makes the Decisions in Southwest
Cockpits ?
Who is responsible and accountable for what
happens in Southwest Cockpits ?
Pilot Responsibilities - FOM Operational Philosophy 1.2.2
• Disciplined & professional flying skills • Think and Lead • Creative in serving customers • “On-scene” Leader • Set tone & have significant influence • Exercise Leadership
SWA Incidents
Aviation Safety Action Program
ASAP Trends
• Which events happen most • Recent trends • examples
Rock Solid Readbacks
Thank You
