Evolution of Jet Blues Threat and Error Management

Evolution of Jet. Blue’s Threat and Error Management Thomas Kaminski Manager, College of Inflight

I WANT MY… § Communication § Situational Awareness § Workload Management § Decision-Making 2 CRM

CRM vs. TEM CRM: • Theoretical • Subjective • Difficult to Manage 3 TEM: • Practical • Operational • Procedural

WHY? The World is Messy 4

THE BASIC MODEL 5 Swiss Cheese Defenses Threats Error Prevent Trap Undesired Consequence Mitigate Accident, Incident, Violation

PUTTING IT IN PERSPECTIVE § Errors tend to occur when things start to get more complicated § Safety is a dynamic nonevent: It takes a lot of work to make our jobs “uneventful” 6

Develpment of TEM at Jet. Blue How We Got Here § Identify, document, and train natural behaviors that maximize error resiliency § Research of literature, observations and interviews 7

Development of Inflight-Specific TEM How We Got Here § More applicable to the Flight Attendant workgroup § Practical, concrete, and tactical § Supports desired outcome of good CRM 8

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Inflight TEM Toolkit Manage Customer Climate Work as Part of a Team Appreciate the Perspective of Other Workgroups Be Positive, Be Inclusive, and Initiate Cooperation Call a Huddle in Uncommon Situations Inform and Support Your Captain - Back final decisions fully -Use “Calm Cabin Response”- Plan Ahead ‘What If’ Plan ‘What’s Next’ Plan Use 30 Second Review Use a Reminder Step Back and Think/Focus Perform Checks Deliberately Establish a Safety Curtain Re-Check When Interrupted Recognize & Resolve Doubts & Discrepancies -Italics- = Used in Emergency Establish Safety Climate with Greeting, Service, and Etiquette Frame with Professional Understanding Ask, Bargain, Convince Defuse When Possible, Escalate When Necessary -Use Situational Assertiveness- Manage Time and Tasks Complete Tasks Early Advise Captain When You Need More Time Use Additional Resources When Needed -Prioritize- Communicate Effectively Push and Pull Information Listen with Kindness Ask Clarifying Questions Read Back Key Information -Think Out Loud- 10

Inflight TEM Toolkit Manage Customer Climate Work as Part of a Team Appreciate the Perspective of Other Workgroups Be Positive, Be Inclusive, and Initiate Cooperation Call a Huddle in Uncommon Situations Inform and Support Your Captain - Back final decisions fully -Use “Calm Cabin Response”- Plan Ahead ‘What If’ Plan ‘What’s Next’ Plan Use 30 Second Review Use a Reminder Step Back and Think/Focus Perform Checks Deliberately Establish a Safety Curtain Re-Check When Interrupted Recognize & Resolve Doubts & Discrepancies -Italics- = Used in Emergency Establish Safety Climate with Greeting, Service, and Etiquette Frame with Professional Understanding Ask, Bargain, Convince Defuse When Possible, Escalate When Necessary -Use Situational Assertiveness- Manage Time and Tasks Complete Tasks Early Advise Captain When You Need More Time Use Additional Resources When Needed -Prioritize- Communicate Effectively Push and Pull Information Listen with Kindness Ask Clarifying Questions Read Back Key Information -Think Out Loud- 11

Inflight TEM Toolkit Manage Customer Climate Work as Part of a Team Appreciate the Perspective of Other Workgroups Be Positive, Be Inclusive, and Initiate Cooperation Call a Huddle in Uncommon Situations Inform and Support Your Captain - Back final decisions fully -Use “Calm Cabin Response”- Plan Ahead ‘What If’ Plan ‘What’s Next’ Plan Use 30 Second Review Use a Reminder Step Back and Think/Focus Perform Checks Deliberately Establish a Safety Curtain Re-Check When Interrupted Recognize & Resolve Doubts & Discrepancies -Italics- = Used in Emergency Establish Safety Climate with Greeting, Service, and Etiquette Frame with Professional Understanding Ask, Bargain, Convince Defuse When Possible, Escalate When Necessary -Use Situational Assertiveness- Manage Time and Tasks Complete Tasks Early Advise Captain When You Need More Time Use Additional Resources When Needed -Prioritize- Communicate Effectively Push and Pull Information Listen with Kindness Ask Clarifying Questions Read Back Key Information -Think Out Loud- 12

Inflight TEM Toolkit Manage Customer Climate Work as Part of a Team Appreciate the Perspective of Other Workgroups Be Positive, Be Inclusive, and Initiate Cooperation Call a Huddle in Uncommon Situations Inform and Support Your Captain - Back final decisions fully -Use “Calm Cabin Response”- Plan Ahead ‘What If’ Plan ‘What’s Next’ Plan Use 30 Second Review Use a Reminder Step Back and Think/Focus Perform Checks Deliberately Establish a Safety Curtain Re-Check When Interrupted Recognize & Resolve Doubts & Discrepancies -Italics- = Used in Emergency Establish Safety Climate with Greeting, Service, and Etiquette Frame with Professional Understanding Ask, Bargain, Convince Defuse When Possible, Escalate When Necessary -Use Situational Assertiveness- Manage Time and Tasks Complete Tasks Early Advise Captain When You Need More Time Use Additional Resources When Needed -Prioritize- Communicate Effectively Push and Pull Information Listen with Kindness Ask Clarifying Questions Read Back Key Information -Think Out Loud- 13

Inflight TEM Toolkit Work as Part of a Team Appreciate the Perspective of Other Workgroups Be Positive, Be Inclusive, and Initiate Cooperation Call a Huddle in Uncommon Situations Inform and Support Your Captain - Back final decisions fully -Use “Calm Cabin Response”- Plan Ahead ‘What If’ Plan ‘What’s Next’ Plan Use 30 Second Review Use a Reminder Step Back and Think/Focus Perform Checks Deliberately Establish a Safety Curtain Re-Check When Interrupted Recognize & Resolve Doubts & Discrepancies -Italics- = Used in Emergency Manage Customer Climate Establish Safety Climate with Greeting, Service, and Etiquette Frame with Professional Understanding Ask, Bargain, Convince Defuse When Possible, Escalate When Necessary -Use Situational Assertiveness- Manage Time and Tasks Complete Tasks Early Advise Captain When You Need More Time Use Additional Resources When Needed -Prioritize- Communicate Effectively Push and Pull Information Listen with Kindness Ask Clarifying Questions Read Back Key Information -Think Out Loud- 14

Inflight TEM Toolkit Manage Customer Climate Work as Part of a Team Appreciate the Perspective of Other Workgroups Be Positive, Be Inclusive, and Initiate Cooperation Call a Huddle in Uncommon Situations Inform and Support Your Captain - Back final decisions fully -Use “Calm Cabin Response”- Plan Ahead ‘What If’ Plan ‘What’s Next’ Plan Use 30 Second Review Use a Reminder Step Back and Think/Focus Perform Checks Deliberately Establish a Safety Curtain Re-Check When Interrupted Recognize & Resolve Doubts & Discrepancies -Italics- = Used in Emergency Establish Safety Climate with Greeting, Service, and Etiquette Frame with Professional Understanding Ask, Bargain, Convince Defuse When Possible, Escalate When Necessary -Use Situational Assertiveness- Manage Time and Tasks Complete Tasks Early Advise Captain When You Need More Time Use Additional Resources When Needed -Prioritize- Communicate Effectively Push and Pull Information Listen with Kindness Ask Clarifying Questions Read Back Key Information -Think Out Loud- 15

DELIVERING TEM CURRICULUM § Indoctrination and Qualification § Recurrent Training § Phased Approach § Introduced toolkit § Focused defenses § Jointly Facilitated § Introduction § 4 hours § Classroom § Applied TEM § § 6 hours Classroom (2 hours) Simulator (4 hours) Jointly facilitated § Next period: Joint training 16

Other TEM Toolkits 17

Other TEM Toolkits 18 Ground Operations TEM Tool Kit Communicate Effectively Speak Up Close the Loop Brief Basics and Exceptions Manage Time and Tasks DEFENSES Complete Tasks Early Recognize Rushing Step Back and Think/Focus Work as Part of a Team Initiate Cooperation Practice Ramp Safety Fundamentals Watch for Danger Zones See and Be Seen Keep Your Head in the Game Keep the Ramp Organized Perform Checks Deliberately Recheck when Interrupted Recognize and Resolve Doubts & Discrepancies Plan Ahead Pregame "What If" Plan

Other TEM Toolkits 19

SOME LESSONS LEARNED • Some original defenses were too vague • Some language did not resonate with the Inflight Crewmember • Protect the Captain’s authority • Publish the toolkit in the operating manual 20

BENEFITS • Practical approach resonates better with Crewmembers • Increased standardization • Measurable and coachable • Foundation for grade scale of crew effectiveness 21

22 Thomas Kaminski Manager, College of Inflight Thomas. Kaminski@jetblue. com