1. The complete CRM solution
From new recruits to
experienced crew and senior
● Instructor Selection management, ITS can
provide a solution to your
● Instructor Training
CRM training needs.
● Course Materials And because the whole
● CBT Modules structure of our training is
modular, it is possible to
pick and choose from the
COURSE complete range of options
PREPARATION we offer, and buy into any of
the elements as outlined in
● Pilot the diagram.
● Feed training outcome
into course design REMEDIAL INITIAL CRM ● Cabin Crew CRM training is at its most
● Re-train crew TRAINING COURSES ● Maintenance effective if planned and
CRM ● Management
managed as a programme of
continuous development.
training cycle ITS is in a unique position to
● CRM instructor course
● Crew Courses assist in the management of
● Debrief skills course SIMULATOR RECURRENT this process and ensure that
● Integrated SEP/CRM
● Core course INSTRUCTORS CRM COURSES all your CRM requirements
● Instructor Courses are met efficiently and cost
● Integrated CRM effectively.
BEHAVIOURAL
MARKERS
For support with any of
these items, call ITS on
● Design BM Scheme +44 (0) 7000 251 252
● Create Grading System
● Train Assessors
2. www.aviationteamwork.com
The Total CRM Package: The complete CRM training solution
Instructor Training
Courseware
CBT Modules
ITS offers a range of courses, training
Initial Training Courses
materials and support services which Recurrent Training Courses
together form a complete CRM
Integrated SEP/CRM Courses
training solution.
Behavioural Marker Schemes
The modular format of our courses and CRM Assessment Training Courses
courseware, along with our ability to
SFI CRM Instructor Courses
analyse your particular needs, enables us
to tailor that solution to your precise
Debrief Skills Courses
requirements. Alternatively, we can Core Courses
provide a full consultancy service to
CRMIE Service
identify your specific needs, create an
appropriate CRM programme and assist
Course design and Support
in its implementation if required. For more information on any aspect of our
CRM Training please contact us for an immediate response.
ITS is a worldwide organisation working
for 80 clients in 50 countries. We are a
UK CAA accredited provider of CRM
training and deliver courses to flight deck
crew, cabin crew, ground crew and
INTEGRATED TEAM SOLUTIONS
maintenance crew. We also run CRM
Integrated Team Solutions Limited, England
courses for senior management.
Tel: +44 (0) 7000 251 252 Fax: +44 (0) 7000 261 262
All our courses meet the requirements
of JAR OPS, the FAA and the UK CAA.
e-mail: sales@aviationteamwork.com
Website: www.aviationteamwork.com
INTEGR ATED TEAM SOLUTIONS
3. CRM Courseware
The CRM training packages available from ITS are designed to provide
instructors with all the material they require to deliver the appropriate
training session. In addition to the course documentation they are
complete with detailed notes to assist instructors during course
presentation.
The following sets of Initial CRM Courseware are available:
Pilot, Cabin Crew, Joint, Rotary Wing, Pre-Command and Senior Cabin
Crewmember
Course materials might include:
● Lesson Plans
● PowerPoint
● Syndicate Exercises
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● Questionnaires
● Case studies
● Videos
Each set of courseware also includes all the background information necessary to
support delivery of the course and to provide additional material covering topics which
may be raised by crew for discussion.
Individual Modules
ITS also offers a range of CRM training modules covering the main elements of the CRM
syllabus. Modules are complete with training notes and supporting elements which may
include activities, PowerPoint slides or questionnaires etc. Instructors simply need to
work through all the documentation and adapt the content and presentation to suit
their own presentational style and operational requirements.
The Old Forge, Little Barrington, Burford OX18 4TE
Tel: +44 (0) 7000 240 240 Fax: +44 (0) 7000 241 242
email: sales@aviationteamwork.com
4. Flight Deck Course Programme
The following represents a typical Pilot Initial Course 2 day programme, though all
courses can be tailored to suit your specific requirements
Day 1
Introduction – 30 Minutes
General introduction to CRM and Human Factor related incidents and statistics
Aviation Safety Review
Company Safety Culture/SOP’s and Organisational Factors – 1 Hour
To enhance awareness of our own organization
To study the effectiveness of SOP’s
To define safety and risk in the context of CRM
Organisational Error and Error Management – 2_ Hours
To describe how organisations can create the opportunity for individual error
To illustrate the error chain
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To use a case study to discuss the above
To discuss active error
To introduce 5th generation CRM training and error management
Stress, Fatigue and Vigilance – 1 Hour
To identify Stress and its causes and effects
To practice Stress management techniques
To define Fatigue and discuss different coping strategies
To discuss how Stress and Fatigue may affect vigilance
Communication and Co-ordination – 1 Hour
To review how we communicate
To identify barriers to effective communication
To highlight essential verbal communication skills
To discuss and practise scenarios involving communication
Automation – 45 Minutes
To identify the potential hazards of automation
Examine the human Error associated with Automation
1 Friary, Temple Quay, Bristol BS1 6EA
Tel: +44 (0) 7000 240 240 Tel: +44 (0) 844 303
email: sales@aviationteamwork.com
5. Flight Deck Course Programme
The following represents a typical Pilot Initial Course 2 day programme, though all
courses can be tailored to suit your specific requirements
Day 2
Review of Day One – 30 Minutes
Leadership, Followership and Teamwork – 1 Hour
To illustrate the effectiveness of working in teams
To highlight effective leadership/followership skills
To evaluate teamwork and leadership using NOTECHS and a video case study
Personality/Attitude and Behaviour – 30 Minutes
To discuss behaviour and its effects on other crew members
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Situational Awareness and Information Processing – 1 _ Hours
To consider the stages of the human information processing system
To explore the limitations to our information system in the context of our
working environment
To examine the elements of Situational Awareness
To illustrate and discuss causes of lack of SA and how we can enhance our SA
To examine situational awareness through a case study
Decision-Making – 1 _ Hours
Illustrate a Simple model for Decision Making
Discuss routine Decision Making
Highlight Barriers to Decision Making
To discuss and practise scenarios involving decision making
Illustrate a process for decision making
Case Study – 45 Minutes
To examine a case study involving a decompression
Course Review – 45 Minutes
1 Friary, Temple Quay, Bristol BS1 6EA
Tel: +44 (0) 7000 240 240 Tel: +44 (0) 844 303
email: sales@aviationteamwork.com
6. Cabin Crew CRM
Typical Course Programme
0830 Course Introduction
Overview of course, introductions, course aims and objectives. What is CRM?
0845 The Aviation System
Description of preparation for departure, illustrating interdependence of different tasks
and reasons why delays occur. Social structure of system.
0930 Group Exercise
Syndicate exercise to illustrate teamwork
1030 Communication
Discussion of output from syndicate exercise in terms of ways of communicating.
Develop a model of communication and illustrate with examples of poor
communication. Role of communication elements in CRM.
1115 Decision-making
Discussion of output from syndicate exercise in terms of how groups made decisions.
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Develop a model of decision-making and look at reasons for poor decision-making.
Introduce stress as a factor in poor decision-making.
1200 Review
Discuss lessons of mornings activity from perspective of ways of learning.
Introduce concept of perception, limitations on information processing, etc.
1230 Lunch
1300 Stress
Develop ideas about causes of stress. Discuss effects of stress and coping strategies.
Fatigue.
1345 Predictable Behaviour
Discuss concept of attitude and personality as predictable behaviour. Discuss the effects
of unacceptable behaviour in teams.
1430 Case Study
Syndicate exercise which looks at structural elements of team work.
1530 Working in Teams
Outlines key elements of team structures and processes.
1545 Error
Outlines the skill, rule and knowledge categories of error with group exercise which
looks at examples of types of error.
1630 Review and Close
The Old Forge, Little Barrington, Burford OX18 4TE
Tel: +44 (0) 7000 240 240 Fax: +44 (0) 7000 241 242
email: sales@aviationteamwork.com
7. Helicopter CRM Course
Typical rotary wing
Two day Initial course programme
Day 1
0900 Course Introduction
Overview of course, introductions, course aims and objectives. What is CRM?
Statistical Justification
0930 The Rotary Wing Operating Environment
We examine the inherent dangers of the RW task, the operating requirements,
and limitations of the equipment and often the training of the aircrew.
1030 Break
1045 The Search and Rescue Task
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The elements of a SAR mission are discussed in syndicates. Once completed each
syndicate delivers their plans
1230 Lunch
1330 Group Exercise
Syndicate Team Work Exercise.
1445 Communication
Develop a communication model. Discuss Barriers to communication. Discuss the
need for SOP’s and thorough training when limited time necessitates minimal
time for briefing and lengthy uses of Advocacy and Inquiry. Discussion will focus
on the previous SAR syndicate discussion.
1545 Break
1600 Who’s Flying the Aircraft?
Discussion of the roles of the crew, task sharing, SOP’s and checklists.
1650 Review of Day one
The Old Forge, Little Barrington, Burford OX18 4TE
Tel: +44 (0) 7000 240 240 Fax: +44 (0) 7000 241 242
email: sales@aviationteamwork.com
8. Helicopter CRM Course
Typical rotary wing
Two day Initial course programme
Day 2
0900 Stress
The physiological effects. Discuss causes of stress. Stress Questionnaire. Discuss
coping strategies and importance of recognition of stress. Fatigue. Discuss the
dangers of the RTB after a stressful mission.
1030 Break
1045 Decision Making
Case study group exercise and decision making models.
1145 Errors and Mistakes
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We discuss error recognition, the error chain and “The get the job done”
RW mentality.
1230 Lunch
1330 Situational Awareness
How can we get the difficult jobs done safely.
1430 Behaviour
Discuss the concepts of personality and behaviour. Discuss the concepts of the
rogue aviator, the pilot that disregards limitations of himself and his machine.
Why helicopter pilots are different.
1530 Break
1545 Exercise
Problem solving, Leadership and teamwork exercise completed in syndicates.
1630 Review and conclusion
The Old Forge, Little Barrington, Burford OX18 4TE
Tel: +44 (0) 7000 240 240 Fax: +44 (0) 7000 241 242
email: sales@aviationteamwork.com
9. CRM Instructor Course
UK CAA approved and JAR OPS compliant
CRM Instructor Training Course
ITS offers two standard CRM instructor training courses, a 5-day course
and an 8-day course.
5-day course
This course is suitable for those instructors who are already familiar with the CRM
syllabus and focuses primarily upon facilitation skills.
8-day course
Designed for those who are new to CRM, or have only limited experience of the
subject and syllabus. On the 8-day course the first three days are spent working
through the CRM syllabus in some detail. The objective here is to ensure that all
delegates have a common understanding of the subject matter. The next five days are
spent in learning about, and practicing, CRM facilitation skills.
Open Courses in the UK
ITS regularly holds open CRM instructor training courses in the UK, which are attended
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by instructors from many different countries and from a wide selection of airlines.
Contact ITS for a schedule of forthcoming courses.
The ITS open instructor courses are non-residential and the course fee includes:
● Classroom training
● Course notes
● Additional reading material
● Courseware on CD
● PowerPoint presentation
● Copyright license to use our material within your company
● Certificates on completion of the course
● Refreshments and Lunch
Private courses
ITS also offers private courses for individual clients and these courses are tailored more
closely to the individual requirements of each client and can be held in the UK or on
your own base. Private CRM instructor courses may be held on any dates that are
convenient to your company, ITS will simply need sufficient
advance notice in order that suitable instructors are available for your preferred dates.
We always assume that an instructor attending one of our CRMI courses will already
have basic classroom instructional skills.
The Old Forge, Little Barrington, Burford OX18 4TE
Tel: +44 (0) 7000 240 240 Fax: +44 (0) 7000 241 242
email: sales@aviationteamwork.com
10. Management CRM Training
The ITS Management CRM Course is designed for senior managers
from all support functions (finance, maintenance, operations,
personnel, marketing etc.) and examines the relationship between
senior management activity and risks in line operations.
Typical Management CRM Syllabus
● What is ‘safety’?
● Management involvement in creating ‘safety’
● Motivation
● Management view of workforce
● Workforce view of management
● Management motivation in terms of company performance
● Organisational Factors in Aircraft Accidents
● Measuring Outcomes
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● Relationships between management activity and safety
● Relationships between ‘risks’ and ‘costs’
● Creating a Safety Culture
Course Duration
The Course can be run as a one-day event or, if management time
is at a premium, it can be run over two consecutive half-days
The Old Forge, Little Barrington, Burford OX18 4TE
Tel: +44 (0) 7000 240 240 Fax: +44 (0) 7000 241 242
email: sales@aviationteamwork.com
11. Recurrent CRM Training
Most Regulators require that, once initial CRM training has been completed,
recurrent training should refresh the entire syllabus over a given period; with
JAR OPS for example it is a 3-year period. Assuming therefore that initial
training is provided to all your crew during year 1, then during years 2-4
recurrent training should cover the entire CRM syllabus.
The usual approach to this requirement would be to take the main subject headings within the
syllabus (e.g. stress, communication, error etc) and to cover one third of these subjects in each
of the three years during the recurrent training cycle. This will ensure that, over the 3-year period
specified by JAR OPS for example, the syllabus will have been fully refreshed.
It would not be adequate to simply repeat the various sections from the initial course, however,
and so it will be necessary to produce a new set of recurrent training materials each year. This
work can be undertaken in-house, or alternatively it is a service that can be provided by ITS.
Of most importance to each client is to ensure that they derive maximum benefit from the
provision of recurrent training and so it will be essential that, whilst meeting the Regulator’s
requirements, the recurrent CRM training also addresses those issues that are of specific
importance to the airline.
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ITS can provide a recurrent courseware design service that will identify the specific issues
relevant to the airline and will then design and produce appropriate recurrent training materials.
This is a collaborative exercise that will require input from the Client’s CRM instructors and
training management. The process will normally involve visits to base, an approval process
during the design period and a final workshop at which the courseware will be demonstrated
and handed-off to the CRM instructors.
Based on a 3-year contract a fixed annual fee will be agreed for the production of the
courseware. Alternatively, without a 3-year contract, the courseware can be produced annually
at prevailing charges.
There are many advantages to outsourcing this service and they include:
● Access to the substantial experience available from ITS
● Courseware designed to your particular requirements
● On-going design creativity
● Making time for more productive tasks within the organisation
In addition to constructing the courseware ITS can also deliver the courses using our own highly
trained instructors.
The Old Forge, Little Barrington, Burford OX18 4TE
Tel: +44 (0) 7000 240 240 Fax: +44 (0) 7000 241 242
email: sales@aviationteamwork.com
12. Evaluation of CRM Behaviours
Under JAA requirements, it is now necessary for operators to introduce
CRM assessment into recurrent training. To support you in meeting this
requirement we have introduced a new service designed to assist you in
designing and assessing behavioural markers.
Your instructors will need to evaluate such elements as teamwork, decision-making,
communication etc, in addition to the more usual technical elements. In order to do this,
you will need to develop behavioural markers and identify the appropriate operational
and training situations in which evaluation can take place.
WE CAN HELP!
ITS has practical experience of building behavioural markers for our clients and with this
knowledge, and our considerable experience in CRM course design and training, we
have produced a package designed to assist you in:
● Deciding which elements you need to assess
● Agreeing a means of assessment
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● Setting relevant standards
● Preparing assessment documentation
● Ensuring standardisation of assessors
● Identifying mechanisms for remediation
The objective is to identify behaviour that is clearly related to operational performance.
The process therefore requires a detailed analysis of your operation to ensure that
individual performance-related behaviours are being assessed.
We can therefore offer you a complete solution to the design and operation of
a behavioural marker scheme to include:
● Development of your Behavioural Markers scheme
● Training your assessors in the use of the scheme
● Standardisation of assessment
For more information, or to ask us to visit your base for initial discussions, contact us by
phone, email or visit our website at www.aviationteamwork.com.
The Old Forge, Little Barrington, Burford OX18 4TE
Tel: +44 (0) 7000 240 240 Fax: +44 (0) 7000 241 242
email: sales@aviationteamwork.com
13. Implementing an SMS
Training Course
Based on the ICAO SMS Manual Doc 9859 (Second Edition - 2009), this
3-day course is designed to prepare organisations for the implementa-
tion of a Safety Management System.
Course Aims:
To introduce delegates to the concept of structured safety management
To outline the steps needed to implement an SMS
To identify the factors that contribute to a 'Just Culture'
To establish an effective organizational learning capability
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Course Structure:
Day One
An Introduction to Safety Management
Safety, Hazard and Risk
Error and Violation
What is an SMS?
Management’s role in an SMS
Roles and Responsibilities
Day Two
Developing an Hazard register
Assessing Risk
Setting Safety Management Goals
Feedback and Reporting
SMS Documentation
Day Three
Investigation and Analysis
Emergency Response Planning
Learning from Experience – Continuous Improvement
Safety Education and Training
Developing an Implementation Plan
The course comprises a series of integrated presentations, practical exercises
and case studies.
1 Friary, Temple Quay, Bristol BS1 6EA, England
Tel: +44 (0) 7000 240 240 Tel: +44 (0) 117 344 5019
email: sales@aviationteamwork.com
14. Case Study – Decompression
CASE STUDY – DECOMPRESSION
This case study is based on two actual incidents, both on Boeing 737 aircraft; the
incidents were on different airlines. All details, for both incidents, are exactly as
happened during the two events; the only changes to the data included are the flight
numbers and airlines’ names, which have been changed to maintain confidentiality.
The case study is suitable for delivery to pilot, cabin crew or joint pilot/cabin crew
CRM courses. The main objective for the case study is to support a session on
Communication and Co-ordination, although of course you may wish to use it as a
basis for other CRM elements.
You will see that the module contains the following sections:
• Lesson Plan
• Supporting Materials
• PowerPoint
Within the Supporting Materials section you will find the handouts and a detailed
report on the second incident. Also in this section are copies of pax letters, regarding
both incidents, which were sent to the airlines.
We would recommend that you allow 40 minutes to run this module in the classroom.
Objective:
• To examine two case studies involving decompressions
To be covered as follows:
• Distribute Handout 1 for first case study and ask delegates to highlight
communication and co-ordination errors
• Facilitate and discuss scenario from a communication and co-ordination
perspective
• Distribute Handout 2 for second case study and ask delegates to highlight how
this incident was handled differently, also from a communication and co-
ordination perspective,
• Facilitate and discuss scenario to highlight differences between both incidents.
Lesson Plan – Allow 40 Minutes