PCM in Aviation individualising human factors training Mike

PCM in Aviation - individualising human factors training Mike Nendick, MDN & Associates & Werner Naef, Kahler Communications Oceania Nendick&&Naef, PACDEFF 4 -5 4 -5 Sept 2013, Gold. Coast 1

PCM - speaking each others language! Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 2

Effective communication in ‘distress’ React positively or negatively Process Communication Focus on how we say things Predictable communication behaviours Avoid undesired outcomes Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 3

A few days’ practice and you can use PCM Avoid undesired situations We can’t think clearly in distress Error Management Bring colleagues back to ‘OK’ state Reliable behaviour prediction Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 4

Teams need to listen to each other Personality, Communication & Management model Personality Patterns Inventory How we say something rather than what we say Six personality types Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 5

“If you want them to listen, speak their language” Communication Styles Communication Channels Distress behaviours Psychological needs Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 6

Applying PCM ‘Not ok’ = not listening or thinking logically Three days to start putting PCM into action Irrational behaviour under pressure Respond to what you see Bring your colleagues back to ‘ok’ state Right words and actions make the difference Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 7

Personality structure Base Used by NASA PPI Distress sequences Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast Phase 8

Our ‘condominium’ 30% have same base/phase entire life We may phase once, twice, or more as we age. Our motivations and distress behaviours can change. ‘Phase’ personality characteristics drive our primary psychological needs and motivation. ‘Base’ personality characteristics remain our primary communication channel. Energy levels and where we spend time can change. Order set early in life, never changes. 6 floor personality structure. Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 9

Personality type percentages Promoter 5% (M = 3% , F = 2%) Imaginer 10% (M = 4%, F = 6%) Persister 10% (M = 7. 5%, F = 2. 5%) Rebel 20% (M = 8%, F = 12%) Thinker 25% (M = 18. 75% , F = 6. 25%) Harmoniser 30% (M = 7. 5% , F = 22. 5%) Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 10

Management communication style Promoter - Autocratic (Directive) Imaginer - Autocratic (Directive) Persister - Democratic (Questioning, Participative) Rebel - Laissez Faire (Hands off, Delegative) Thinker - Democratic (Questioning, Participative) Harmoniser - Benevolent Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 11

Communication channel & perception Promoter - Directive, Actions ‘Let’s do this now” Imaginer - Directive, Reflections ‘Go and do this alone’ Persister - Requestive, Opinions ‘What do you believe? ’ Rebel - Emotive, Reactions ‘Hey, I like these!’ Thinker - Requestive, Thoughts- ‘What do you think? ’ Harmoniser - Nuturative, Emotions ‘How do you feel? ’ Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 12

Psychological needs Promoter - Incidence (excitement) and action Imaginer - Solitude and direction Persister - Meaningfulness of work, conviction, value Rebel - Contact and fun Thinker - Quality of work and time structure Harmoniser - Recognition of person and sensory Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 13

Giving psychological needs verbally Harmoniser- Focus on the person Great to see you! Everyone in the team likes you! Thank you for being you! Thinker- Detail, time, work quality You did a great job on that report, you delivered it right on time and it had an excellent summary of the detail with a clear conclusion. Rebel – Interest them, work needs to be fun Cool to get this project flying together! By the way have you seen our latest project app? It’s a blast to use. Persister –Values and beliefs You are the expert. I value the perspectives that you bring to this, so what’s your opinion on the best way forward? Take this project file into your office for the day, and come back to me tomorrow morning with a dot point summary of where we are. Imaginer- Introspection and personal space Promoter - Action and ego You are on top form today. Let’s grab a coffee and then you chair the meeting. Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 14

Drivers and mismanagement behaviour Harmoniser - I have to please Over-adaptive, indirect requests, wishy washy decision making Thinker - I have to be perfect Big words, over complicated explanations, poor delegation Rebel - I have to try hard Does not answer questions directly, lets others think for them, says don’t understand, delegates inappropriately Persister Big words , complicated questions, focus on what is - You have to be perfect wrong Imaginer - I have to be strong Others in charge of their thoughts and emotions, spreads self too thin, withdraws, goes nowhere Promoter - You have to be strong Says ‘you’ meaning ‘I’, expects others to fend for themselves, unsupportive Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 15

Channel & Perception for each Driver Harmoniser - I have to please Nuturative - Emotions: ‘I feel, I care, kindness’ Thinker - I have to be perfect Requestive - Thoughts: ‘I think, facts’ Rebel - I have to try hard Emotive - Reactions: Fun, contact, ‘likes, dislikes’ Requestive - Opinions, judgements: ‘I believe’ Persister - You have to be perfect Imaginer - I have to be strong Directive - Reflective, Inactions: ‘Give space, directions’ Promoter - You have to be strong Directive - Actions, Incidence: ‘Make it happen’ Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 16

Warning signs for second degree distress Harmoniser - Makes silly and tragic mistakes Lacks assertiveness. Experiences self doubt. Invites criticism. Thinker - Over controls, micromanages Rebel - Blames Easily frustrated about fairness, money, order or responsibility. Critical of others around thinking issues. Verbally attacks from a ‘you’ position. Negative and complaining. ‘Yes buts’. Blames things and situations on others. Persister - Pushes beliefs Crusades. Opinionated, righteous. Verbally attacks others who don’t believe the same. Imaginer - Passively waits Continued withdrawal. Projects started and not finished. Lost for words. Sets up arguments. Creates negative drama. Ignores or breaks the rules. Promoter - Manipulates Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 17

GIHRE project A disquieting finding Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 18

PCM - the missing ingredient for NTS Individual competency to manage personality based idiosyncrasies Self Management Training Insert text Well validated here for self and team Dealing with pressure and distress Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 19

Questions? Mike Nendick Director MDN & Associates Sydney, Australia phone: +61 (0)2 9498. 3641 mobile: +61 (0)412 385. 179 email: mikenendick@gmail. com http: //au. linkedin. com/pub/mike-nendick/1 b/a 2 a/aba Werner Naef Director Kahler Communications Oceania Ltd Waikanae Beach, New Zealand phone: +64 (0)4 905 0084 mobile: +64 (0)21 430 396 email: werner@kahlercom. co. nz www. kahlercom. co. nz Nendick & Naef, PACDEFF 4 -5 Sept 2013, Gold Coast 20