Crew Resources Management/ Company Resources Management or CRM refers to the effective use of all available resources.

CRM training is not limited to pilots. We must bear in mind that CRM is a concept, affecting the way people think and the way they act. It is intended to heighten attitudes and behavior, not to change personalities. Pilots, flight dispatchers, flight attendants or maintenance personnel can all benefit from CRM training.

These resources are divided into four broad categories (SHEL): people, machinery, fuel/time and information. CRM is designed to optimize the human/machine interface and accompanying interpersonal activities. These activities include team building and maintenance, information transfer, problem solving, decision making, maintaining situational awareness and dealing with automated systems.

The training of CRM is but one practical application of Human Factors. Although CRM can be approached in many different ways, there are some essential features. The training should focus on the functioning of crew members as a team, not simply as a collection of technically competent individuals, and should provide opportunities for crew members to practice their skills together in the roles they normally perform in flight. The program should teach crew members how to use their interpersonal and leadership styles in ways that foster crew effectiveness. The program should also teach crew members that their behavior during normal, routine circumstances can have a powerful impact on how well the crew as a whole function during high-workload, stressful situations. Similar situations experienced in training increase the probability that a crew will handle actual stressful situations more competently.

Research studies from the behavioral sciences strongly suggest that behavior change in any environment cannot be accomplished in a short period of time, even if the training is very well designed. Trainees need time, awareness, practice and feedback, and continual reinforcement to learn lessons that will long endure. To be effective, CRM training must be accomplished in several phases and over several years.

Accordingly, CRM training should include at least three, distinct phases:

• INITIAL AWARENESS TRAINING: An awareness phase where CRM issues are defined and discussed;
• PRACTICE (on job training): A practice and feedback phase where trainee gain experience with CRM techniques, and;
• REINFORCEMENT TRAINING (As part of Annual Training, etc): A continual reinforcement phase where CRM principles are addressed on a long-term basis.

This training program applies to your crew. Since the program is oriented towards the duties and responsibilities of both Flight Crews and Flight Attendants, it is important that the candidates be knowledgeable in combined crews operations.

The use of case studies is extensive. Information as to where the instructors may find relevant sources of information such as newspaper or TV newscasts, is covered.