How do you handle CRM conflicts and assert your authority as a pilot?

1 Assess the situation

The first step to handle CRM conflicts is to assess the situation and identify the source, nature, and severity of the conflict. Is it a technical, operational, interpersonal, or ethical issue? Is it affecting the safety, efficiency, or quality of the flight? Is it a minor disagreement or a major dispute? How are the other crew members feeling and reacting? By assessing the situation, you can determine the appropriate course of action and prioritize the most urgent and important matters.

2 Communicate effectively

The second step to handle CRM conflicts is to communicate effectively with the other parties involved. Effective communication means using clear, concise, and respectful language, listening actively and empathically, acknowledging different perspectives and opinions, asking open-ended questions, and providing constructive feedback. Effective communication also means avoiding emotional, aggressive, or defensive responses, as well as sarcasm, blame, or personal attacks. By communicating effectively, you can resolve misunderstandings, clarify expectations, and foster trust and collaboration.

3 Use assertiveness techniques

The third step to handle CRM conflicts is to use assertiveness techniques to express your authority as a pilot and ensure compliance with the rules and procedures. Assertiveness means stating your position, needs, and rights firmly and confidently, without being passive or aggressive. Assertiveness techniques include using "I" statements, making direct requests, giving reasons and explanations, repeating your message if necessary, and using non-verbal cues, such as eye contact, posture, and tone of voice. By using assertiveness techniques, you can demonstrate your leadership, competence, and responsibility.

4 Seek feedback and support

The fourth step to handle CRM conflicts is to seek feedback and support from other sources, such as your co-pilot, senior crew members, supervisors, or mentors. Feedback and support can help you evaluate your performance, identify your strengths and weaknesses, learn from your mistakes, and improve your skills and knowledge. Feedback and support can also help you cope with stress, frustration, or anger that may result from CRM conflicts. By seeking feedback and support, you can enhance your self-awareness, confidence, and resilience.

5 Apply conflict resolution methods

The fifth step to handle CRM conflicts is to apply conflict resolution methods to find a mutually acceptable solution and restore a positive and productive relationship with the other parties involved. Conflict resolution methods include negotiation, mediation, arbitration, or facilitation. Negotiation means discussing the issue and finding a compromise or a win-win outcome. Mediation means involving a neutral third party who helps the parties reach an agreement. Arbitration means involving a third party who makes a binding decision for the parties. Facilitation means involving a third party who guides the parties through a structured process of communication and problem-solving. By applying conflict resolution methods, you can prevent escalation, reduce tension, and promote harmony.

6 Learn and improve

The sixth and final step to handle CRM conflicts is to learn and improve from the experience and prevent similar conflicts from occurring in the future. Learning and improving means reflecting on the situation and analyzing what went well and what went wrong. Learning and improving also means seeking feedback and support from other sources, as mentioned in the previous step. Learning and improving also means updating your knowledge and skills, revising your policies and procedures, and implementing changes and improvements. By learning and improving, you can increase your situation awareness, decision making, and CRM effectiveness.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?