.

FLIGHT TRAINING SERVICES

HF-CRM Course

Print-Outs

February 2017

Customer Services
 FLIGHT TRAINING SERVICES

Copyright

This document must be used for training purposes only. Under no circumstances should this
document be used as a reference. No part of this manual may be reproduced in any form, without
the prior written permission of Airbus S.A.S.

This course was designed and developed by LMQ Ltd and Airbus S.A.S. It is for the use of
authorized Airbus staff only in delivering the course either internally or to their customers under
the terms of a License agreement.

Leadership Management Quality

LMQ Ltd
The Coach House
Tilburstow Hill Road
South Godstone
Surrey, RH9 8LY
UK

Airbus S.A.S
1 Rond-Point Maurice Bellonte
31707
Blagnac Cedex
FRANCE

HF Model: © Copyright LMQ Ltd 2017 – All rights reserved

© Copyright Airbus S.A.S 2017 – All rights reserved
FLIGHT TRAINING SERVICES

AIRBUS PILOT INSTRUCTOR COURSE

TABLE OF CONTENTS
Communications ………….…............................................................ 4
Competencies and Grading...............................................................17
Human Factors..................................................................................20

Documents to be printed single-sided, in color

APIC CORE COURSE AIRBUS COMPETENCY BASED GRADING SYSTEM NON-TECHNICAL COMPETENCIES
KEY PERFORMANCE INDICATORS

Communications Leadership And Teamwork Problem-Solving And Decision-Making

• Knows what, how, where, when, how much and with • Understands and agrees with the crew’s roles and • Identifies and verifies why things have gone wrong
whom he or she needs to communicate objectives and does not jump to conclusions or make uninformed
• Ensures the recipient is ready and able to receive the • Is approachable, enthusiastic, motivating and assumptions
information considerate of others • Seeks accurate and adequate information from
• Conveys messages and information clearly, • Uses initiative, gives direction and takes responsibility appropriate sources
accurately, timely and adequately when required • Perseveres in working through a problem without
• Confirms that the recipient correctly understands • Anticipates other crew members’ needs and carries reducing safety
important information out instructions when directed • Uses appropriate, agreed and timely decision-making
• Listens actively, patiently and demonstrates • Is open and honest about thoughts, concerns and processes
understanding when receiving information intentions • Applies essential and desirable criteria and prioritizes
• Asks relevant and effective questions, and offers • Gives and receives both criticism and praise well, and • Considers as many options as practicable
suggestions admits mistakes • Makes decisions when needed, reviews and changes
• Uses appropriate body language, eye contact and • Confidently says and does what is important for safety them if required
tone, and correctly interprets non-verbal communication • Demonstrates empathy, respect and tolerance for • Considers risks but does not take unnecessary risks
of others other people • Improvises appropriately when faced with unforeseen
• Is receptive to other people’s views and is willing to • Involves others in planning and allocates activities circumstances to achieve the safest outcome
compromise fairly and appropriately to ability

Situation Awareness Workload Management

• Is aware of the state of the aircraft and its systems • Is calm, relaxed, careful and not impulsive
• Is aware of where the aircraft is and its environment • Considers the implications of their actions
• Keeps track of time and fuel • Plans, prioritizes and schedules tasks effectively
• Is aware of the condition of people involved in the • Manages time efficiently when carrying out tasks
operation including passengers • Offers and accepts assistance, delegates when
• Identifies threats to the safety of the aircraft and necessary and asks for help early
people, and takes appropriate action • Monitors, cross-checks and reviews actions
• Recognizes what is likely to happen, anticipates and thoroughly
stays ahead of the situation • Ensures tasks are completed
• Develops “what if” scenarios and plans for • Manages interruptions, distractions, variations and
contingencies failures effectively

AIRBUS PILOT INSTRUCTOR COURSE – HF-CRM COURSE © Copyright Airbus S.A.S. 2017
APIC CORE COURSE AIRBUS COMPETENCY BASED GRADING SYSTEM NON-TECHNICAL COMPETENCIES
WORD PICTURES

Communications Leadership And Teamwork Problem-Solving And Decision-Making

5. The pilot led and worked as a team member in an exemplary 5. The pilot solved problems and made decisions in an exemplary
5. The pilot communicated in an exemplary manner, by always
manner, by always demonstrating all the performance indicators manner, by always demonstrating all of the performance indicators
demonstrating all the performance indicators when required, which
when required, which significantly enhanced safety, effectiveness when required, which significantly enhanced safety effectiveness
significantly enhanced safety, effectiveness and efficiency
and efficiency and efficiency

4. The pilot communicated effectively, by regularly demonstrating 4. The pilot led and worked as a team member effectively, by 4. The pilot solved problems and made decisions effectively, by
most of the performance indicators when required, which enhanced regularly demonstrating most of the performance indicators when regularly demonstrating most of the performance indicators when
safety and effectiveness required, which enhanced safety and effectiveness required, which enhanced safety and effectiveness

3. The pilot communicated adequately, by regularly demonstrating 3. The pilot led and worked as a team member adequately, by 3. The pilot solved problems and made decisions adequately, by
many of the performance indicators when required, which resulted regularly demonstrating many of the performance indicators when regularly demonstrating many of the performance indicators when
in a safe operation required, which resulted in a safe operation required, which resulted in a safe operation

2. The pilot led and worked as a team member at a marginal level, by 2. The pilot solved problems and made decisions at a marginal
2. The pilot communicated at a marginal level, by only occasionally
only occasionally demonstrating some of the performance level, by only occasionally demonstrating some of the performance
demonstrating some of the performance indicators when required,
indicators when required, which resulted in a reduction of safety indicators when required, which resulted in a reduction of safety
which resulted in a reduction of safety margin or effectiveness
margin or effectiveness margin or effectiveness

1. The pilot did not lead or work as a team member effectively, by 1. The pilot did not solve problems or make decisions effectively, by
1. The pilot did not communicate effectively, by rarely
rarely demonstrating few of the performance indicators when rarely demonstrating few of the performance indicators when
demonstrating few of the performance indicators when required,
required, which resulted in an unacceptable reduction in safety required, which resulted in an unacceptable reduction in safety
which resulted in an unacceptable reduction in safety margin
margin margin

Situation Awareness Workload Management

5. The pilot managed the workload in an exemplary manner, by
5. The pilot’s situation awareness was exemplary; all performance
always demonstrating all of the performance indicators when
indicators were always demonstrated when required, which
required, which significantly enhanced safety, effectiveness and
significantly enhanced safety, effectiveness and efficiency
efficiency

4. The pilot’s situation awareness was good, by regularly 4 The pilot managed the workload effectively, by regularly
demonstrating most of the performance indicators when required, demonstrating most of the performance indicators when required,
which enhanced safety and effectiveness which enhanced safety and effectiveness

3. The pilot’s situation awareness was adequate, by regularly 3. The pilot managed the workload adequately, by regularly
demonstrating most of the performance indicators when required, demonstrating many of the performance indicators when required,
which resulted in a safe operation which resulted in a safe operation

2. The pilot’s situation awareness was at a marginal level, by only 2. The pilot managed the workload at a marginal level, by only
occasionally demonstrating some of the performance indicators occasionally demonstrating some of the performance indicators
when required, which resulted in a reduction of safety margin or when required, which resulted in a reduction of safety margin or
effectiveness effectiveness

1. The pilot’s situation awareness was not adequate, by rarely 1. The pilot did not manage the workload appropriately, by rarely
demonstrating few of the performance indicators when required, demonstrating few of the performance indicators when required,
which resulted in an unacceptable reduction in safety margin which resulted in an unacceptable reduction in safety margin

AIRBUS PILOT INSTRUCTOR COURSE – HF-CRM COURSE © Copyright Airbus S.A.S. 2017
APIC CORE COURSE AIRBUS COMPETENCY BASED GRADING SYSTEM NON-TECHNICAL COMPETENCIES
EXPLANATIONS

GRADE A: HOW WELL B: HOW OFTEN C: HOW MANY D: OUTCOME

5 Exemplarily Always All Enhanced safety, effectiveness and efficiency

4 Effectively (Above Standard) Regularly Most Enhanced Safety and effectiveness

3 Adequately (Standard) Regularly Many Safe operation

2 Marginally (But below standard) Occasionally Some Reduction in safety margin or effectiveness

1 Not effectively (Not standard) Rarely Few Unacceptable reduction in safety margin

Notes:

AIRBUS PILOT INSTRUCTOR COURSE – HF-CRM COURSE © Copyright Airbus S.A.S. 2017
 Human Factors

Human factors: Anything that affects a person’s performance

: Performance : Direct Factors

- Decision
- Dexterity
- Distraction
- Awareness

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: Potential Factors : Managing Factors

- Design - Organizational - Alert systems - Communication - Motivation - Technical skills

- Environmental - Commercial - Relationships - Teamwork - Pb prevention - SOPs
- Fatigue - Automation - Documentation - Workload mngt - Sit awareness - Checklists
- Illness - Psychological - Cultural - Fitness - Planning - Training
- Visual illusions - Attitude - Stress - Decision mkng - Review
- Memory - Physiological - Root-cause ana- Leadership
- Time - Language - Attitude - Stress mngt
- Ergonomic - Procedures - Behaviour - Knowledge

AIRBUS PILOT INSTRUCTOR COURSE – HF-CRM COURSE © Copyright Airbus S.A.S. 2017