Aviation
Anna Laz anna.laz@eac.ac.ae eaus004@eau.ac.ae
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Objectives:
- To review the definition of a conflict and conflict management, the conflict situations in the aviation
- To discover causes of conflict
- To associate the types of conflicts with their causes 2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Review
CONFLICT – (no single definition) Conflict may be defined as
- a struggle or contest between people with opposing needs, ideas, beliefs, values, or goals.
- Behaviour intended to obstruct the achievement of some other persons goals
- A state of disharmony between incompatible persons, ideas or interests; a clash
MANAGEMENT –
Process of dealing with, controlling things or/and people
Planning, organizing, coordinating, controlling, staffing, directing ….
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Review
CONFLICT MANAGEMENT ???????
CONFLICT - a struggle or contest between people with opposing needs, ideas, beliefs, values, or goals.
- Behaviour intended to obstruct the achievement of some other persons goals
- A state of disharmony between incompatible persons, ideas or interests; a clash
MANAGEMENT –
Process of dealing with, controlling things or/and people
Planning, organizing, coordinating, controlling, staffing, directing ….
2015
ND Aviation Operations
Unit 19: Conflict Management for Aviation
• Internal (staff) & external (stakeholders); mix
-
Between passengers
Between staff
Staff ↔passenger
Organization ↔ staff
Organization ↔ passenger
Personal or group
• Internal ( within single individual) & interpersonal
(between two or more individuals) conflict
• “Air rage” & on the ground
2015
ND Aviation Operations
Unit 19: Conflict Management for Aviation
Review
Types of conflict:
- Disagreement
- Verbal abuse
- Physical attacks
- Minor incident
- Airborne
- Ground
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Review
Is conflict always bad?
•Has an impact
•Is difficult to measure, so difficult to manage
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Causes of conflict:
•
•
•
•
2015
Alcohol (legal
Smoking restrictions
Cancellations or delayed flights overbooking(for an organisation & passengers)
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Causes of conflict:
•
•
•
•
2015
Missed connections & departures (fatigue…)
Medical (heard conditions, pregnancy..)
Poor communication (staff, organisation) others ND Aviation Operations
Unit 19 Conflict Management for Aviation
Causes of conflict:
• Lost baggage
• Lost passengers
• Fatigue
• Deficiency of services and facilities
• Poor customer service and other facilities
• Lack of knowledge (staff)
• H&S
• OTHERS
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Mid-Air Collision (MAC)
• Events where aircraft collide on the runway or while one is on the ground and the other in the air close to the ground are covered under Runway Incursion.
• Events where aircraft collide during taxi or pushback (including collisions with parked aircraft) are covered under Ground Operations.
• Events where aircraft collide with obstacles (e.g. terrain, buildings, masts, trees etc.) while in flight are covered under CFIT.
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
Mid-Air Collision (MAC)
Conflict situations
Operational issues (air ground communication, ground operations, weather, turbulence, bird strike)
Human performance (behavior, training)
Safety (cabin safety, safety culture, policies, reporting, quality
Regulations (rules, personnel licensing, monitoring, human error & legal process: fligt crew, air Controllers, aircraft maintenance technicians…)
External factors
Accidents and incidence
2015
ND Aviation Operations
Unit 19 Conflict Management for Aviation
2015
ND Aviation Operations
Causes
Possible effect
Possible solution
Unit 19 Conflict Management for Aviation
Activity 2
Causes
Alcohol
Group
Possible effects
Smoking restrictions Cancellation
Delay
Missed connections Lost baggage
Fatigue
MAC
2015
ND Aviation Operations
Possible solution
Unit 19 Conflict Management for Aviation
References:
Web:
•http://www.skybrary.aero/index.php/Main_Page
•http://article.wn.com/view/2014/02/24/See_the
_moment_when_a_bird_shatters_a_plane_window_m idflight_7/ 2015
ND Aviation Operations
ANY
QUESTIONS????
THANK YOU
2015
ND Aviation Operations
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