THOMAS COOK CRM STANDARDS ASSESSMENT Captain Karen Varney CRM Manager Thomas Cook Airlines UK

THOMAS COOK CRM STANDARDS ASSESSMENT

Captain Karen Varney

CRM Manager

Thomas Cook Airlines UK

WORKING GROUP

• Fleet Training Managers

• TRE/TRIs

• Line Trainers

• CRMIE and CRMI

CRM Assessment

NPA 16 stated: The purpose of such an assessment

is to:

• Provide feedback to the individual & serve to identify retraining and

• Be used to improve the CRM training system

OBJECTIVES

To find an assessment system that is

• Useful

• Fair

• Objective

OBJECTIVES

• To fulfil CAA requirements

• To combine with the new Training Form

5 Categories

• Situational Awareness

• Communication

• Teamwork

• Task Management

• Problem Solving & Decision Making

CRM Standards Assessment

Observable Actions

(Behavioural Markers)

Situational Awareness

• Are aware of what the aircraft and its systems are doing• Are aware of where the aircraft is and its environment• Are able to identify threats to the safety of the aircraft and

people• Are able to recognise what is likely to happen, to plan and

stay ahead of the game• Develop “what if?” Scenarios and consider contingencies

Communication

• Know when to and with whom to speak• Ensure the recipient is ready and able to receive the

information• Pass messages and information clearly, accurately, timely

and adequately• Check the other person has the correct understanding

when receiving information• Listen actively, patiently and demonstrate understanding

when receiving information• Ask relevant and effective questions• Use appropriate body language, eye contact and tone• Are open and receptive to other people’s views

Teamwork

• Agree and are clear on the team’s objectives and member’s roles

• Are friendly, enthusiastic and considerate of others• Use initiative, give direction and take responsibility when

required• Are open and honest about thoughts, concerns and

intentions• Give and receive criticism and praise well• Confidently do and say what is important to them• Demonstrate respect and tolerance for other people• Involve others in the planning and implementation of tasks

Task Management

• Are calm and relaxed• Prioritise and schedule tasks effectively• Use time efficiently when carrying out tasks• Offer and accept assistance, and delegate where necessary• Review, monitor and crosscheck actions conscientiously• Follow procedures appropriately and consistently• Only concentrate on one thing at a time and ensure tasks

are completed

Problem Solving and Decision Making

• Identify and verify why things have gone wrong and do not jump to conclusions or make assumptions

• Seek accurate and adequate information from appropriate resources

• Persevere in working through a problem• Use and agree an appropriate decision making process• Agree essential and desirable criteria and prioritise• Consider as many options as practicable• Make decisions when they need to, not impulsively• Consider risks but do not take unnecessary risks

Grading

To cover both technical and non-technical skills

5 grades

One Fail

Four levels of pass

Grades

1 - Unsatisfactory

The trainee did not reach the required standard for the assessed manoeuvre or skill. Retraining is required followed by further assessment. A grade 1 on any training form will mean that the check is only a partial pass, or fail. CRM observed performance had safety implications.

Grades

2 – Minimum Acceptable

The trainee reached the minimum standard required for the assessed manoeuvre or skill or CRM. Grade 2 for skills is awarded when the trainee operates safely but shows some lack of knowledge or low skill in non-critical areas.

Grades

3 - Satisfactory

The trainee flew manoeuvres smoothly and demonstrated skills that show knowledge of procedures to a satisfactory standard. The pilot demonstrated a satisfactory working knowledge of the principles of CRM.

Grades

4 – Good

Manoeuvres were flown smoothly and with anticipation. Skills and knowledge of procedures were good with little criticism or corrective action necessary. CRM performance enhanced flight safety.

Grades

5 - Very Good

Manoeuvres were flown smoothly and with very accurate speed and altitude control. Skills and knowledge of procedures did not require any criticism or corrective action. Demonstrated CRM skills that were truly noteworthy.

VALIDATION

Further improvements

• To enable feedback

• To be flexible

• To adapt/change when necessary

• To be inclusive