LMQ have been involved with training high performance teams, particularly in aviation for over 20 years.

Our clients regularly tell us at that we are the leading CRM / Human Factors and Instructor Training company - by a considerable margin.

 

"I found the presentations (on the CRMI Course) quite remarkable, totally thorough, fascinating, relevant and very interesting. Further, it changed my perception of several issues, some relating directly to aviation, and some that fitted into overall 'lifeskills', but all very apposite to the job. Overall, this was one of the best courses I can remember completing, my only criticism would be that it should feature earlier as part of our training."

 

Why is this?

There are three main reasons:-

- Experience. We have trained several thousand pilots, engineers, air traffic controllers, cabin crew and other operational staff in both commercial and military organisations.

- Experience. Although the overall structure of our courses is consistent, our method of training means that every course is different, and therefore we have dealt with a wide and varied selection of ideas, comments, criticisms and behaviours.

- Experience. Our consultants have decades of practical experience in their area of expertise.

.....but also because:-

- Our training methods are very different from those found in typical CRM/Human Factors or Instructor Training programmes, for example we rarely use any powerpoint slides.

- We develop our own theories, models and techniques based on the many thousands of hours of discussion that we have been fortunate to have had with front line operators

- We keep things simple and understandable.

- We listen very carefully to feedback and remove anything that either doesn't work or is overly complicated.

LMQ are involved with several UK and international operators on training their trainers, designing CRM courses or implementing their CRM programmes. Over the last 7 years LMQ have also been running the Facilitation Skills for Flight Operations Inspectors Course for the CAA and have developed the Airbus Pilot Instructor Course for Airbus and its customers worldwide.

LMQ consultants have also been involved in assisting the drafting of legislation on CRM Instructor standards and accreditation, and the production of the CAA publication CAP 737.

 

COURSES

Initial CRM/Human Factors Course

The initial 2 day CRM course covers all of the requirements in JAR-OPS. The course comprises basic theories, case studies, attitude development and some basic CRM skills. Delegates are introduced to the LMQ CRM Standards.

Recurrent CRM Courses

These courses vary from 1 day to 3 day and focus on knowledge refreshment together with the development of skills and appropriate attitudes so that delegates meet their company CRM standards. The courses consist of the analysis of relevant incidents, practical exercises and general discussion.

Aircrew Leaders CRM Course

This course is specially developed for aircraft commanders and cabin crew leaders in order to develop their CRM skills to the highest possible standard. Investing training resources in these key people is the most effective method of ensuring that CRM is practiced in daily operations. The course covers the key aspects of leadership, managing difficult situations and decision making.

Aviation Instructor Courses

The key ingredient for ensuring that the enormous investment in aviation training is effective is to ensure that the trainers themselves can train to a very high standard.

Therefore it makes sense to invest in their training skills, and because their time is precious - use the best instructor training organisation.

LMQ have been selected by many of the world's major aviation organisations to provide initial training programmes for new trainers and enhanced training packages for their expereinced trainers.

The feedback has been consistently outstanding.

CRM Instructor Course

This course is designed for line trainers and simulator instructors to enable them to more effectively manage the CRM and Human Factors training issues in all training and proficiency sessions. The course is primarily aimed at all current training appointment holders, check captains, simulator instructors and examiners who are familiar with the principles of CRM and human factors in aviation; but wish to develop their training skills further. It can be adopted by any aircraft or helicopter operator for their flight crews, cabin crews, operations staff or engineers. Trainers can now acquire the specialist skills to effectively develop better CRM competence standards amongst their crews and to address the human factors issues in an operational context.. LMQ have developed a programme that gives human factors trainers not only facilitation skills, but also enhances their own personal CRM and leadership skills.

What is facilitation?

Facilitation is a training technique that enables professionals to better understand their current performance, and the effect they have on the operation and the people around them; as well as motivating them to consider what changes they could make. The alternative training technique of ‘instructing’, or telling people where they have gone wrong, and what to do about it, has had limited success with professionals; particularly when attempting to address changes in attitude or behaviour.

Although facilitation can be used effectively in technical training, it is absolutely critical with human factors training, because there are a variety of solutions - and everyone has different approaches and experiences. The key skill is to work with people to develop an improved performance over the long term.

Why enhanced CRM and leadership skills?

One of the failings of CRM programmes in the past has been a perceived lack of CRM skills demonstrated by the trainers ! This not only damaged credibility with those being trained, but prevented a real transfer of learning to take place.

We therefore ensure that those conducting human factors and CRM training must role model exemplary CRM skills, which are also fundamental to good leadership.

Objectives - By the end of the course delegates will:

Instructor Core Course

This 5 day course gives new trainers the essential instruction and facilitation skills to meet the TRI requirements for JAR-OPS. It is extremely practical and delegates are given all they need to enable them to train others effectively.

Objectives - By the end of the course instructor trainees will be able:

Activities

The courses are very interactive, fluid and the content often unfamiliar. The use of power point, lectures and scripted material is minimal - if at all. Theory at all times is supported by practical evidence; although our trainers rely on delegates’ personal experience to validate the content. Delegates have the opportunity to facilitate exercises and debrief sessions, which are videod, so that they can receive feedback on their performance from both the trainers and their fellow delegates.

Costs and dates

If we develop an in house programme in conjunction with your own trainers and with a long term involvement - the costs typically will average at no more than £750 per delegate for a 3 day course or £950 for a 4 day course.

However, we do occasionally run open public courses for smaller operators who cannot release large numbers of their pilots.

We also running a Core Course for SFI/TRI/Line Trainers which will cost £1750 plus vat.

We run 1 day monthly recurrent CRM training programmes and 2 day initial courses, for those organisations who do not have an inhouse programme, or for anyone not able to get on their company course. The cost is £250 / £450 plus vat.

 

FEEDBACK

What our customers have told us:

'I have been on several CRM courses most of which have been very good. However, this course was by far the most advanced and valuable that I have attended. Most of the material on the course was totally new to me and the style of delivery very relaxed.'

‘My first training debriefing following your course resulted in an extraordinary event. The crew without prompting stood up, shook my hand and said that was the best training flight they have ever had.’

‘After doing the job for 20 years I am shocked yet delighted about how much I didn’t know about training.’

‘My understanding of English is not that good, but I was able to relate fully to the course even though we have a different culture, and I have learnt a lot’ - 'Thank you very much indeed for what you have taught us.’

'To be honest I was a bit irritated that the CAA were forcing us to do another course, but I am delighted that they did because this has been extremely valuable'

‘Do not underestimate the effect you have had on our organisation.’

'This course has been an eye-opener'

'These skills you have shown us are not just for CRM, but will help me to become a far better instructor and in fact a better person - thank you very much'.

'This is by far the best advanced instructors course I have been on.'

'The whole of the 3 days has been rivetting'

and recently ...

"I found the presentations quite remarkable, totally thorough, fascinating, relevant and very interesting. Further, it changed my perception of several issues, some relating directly to aviation, and some that fitted into overall 'lifeskills', but all very apposite to the job. Overall, this was one of the best courses I can remember completing, my only criticism would be that it should feature earlier as part of our training."

 

HUMAN FACTORS

Human factors is a term and subject that has perplexed most people. The majority of front line aviation professionals have struggled to explain what it means clearly so that it they can use it practically. Furthermore most senior people who control those precious resources also don't fully understand what it is either and therefore, quite rightly, don't feel comfortable investing in it. Yet, consistent research demonstrates that 70-80% of all accidents and incidents have human factors as either the cause or a major contributory cause.

At LMQ we felt there was a need to address this problem and have developed a human factors model that has received unanimous endorsement from the people we train.

The model starts with a simple definition:-

Human factors are anything that affect a person's performance.

The model then identifies what directly affects a person's performance, and these are called Direct Factors.

In order to explain this further we can use error as an example of poor performance. The Direct Factors that cause most people to make errors are:-

Distraction - Awareneness - Decision - Dexterity

Then the model identifies the factors that make it more likely that a person will make an error, in other words will be distracted, be unaware, make a poor decision or have less dexterity. These are called Potential Factors and are such things as:-

- Fatigue, noise, ergonomics, commercial pressures, stress, relationships, light, heat, illusions, disorientation, weather, langauge, culture, documentation, illness, time, poor attitudes.

Finally, the model identifies what can be done to minimise the effect of Potential Factors but also enhance the Direct Factors. These are called Managing Factors and are such things such as:-

- Communication, teamwork, situation awareness, problem solving, workload management, decision making, checklists, SOPs, good attitudes, behaviour, fitness, technical skills, knowledge.

When an incident occurs, it is much more productive and less damaging, to avoid finding out who is to blame, but rather identifying which one of the direct factors were involved in the error, what potential factors existed and what managing factors were missing, and then trying to address each of these constructively.

 

AIRMANSHIP

Airmanship is another of those intangible things that we know what it means but can't quite define it or explain it. Over the years it has become an essential part of operating aircraft and something which nearly all pilots try to develop, but it is difficult to learn something or teach to others if we are unclear of what it is and what it consists of. Therefore we have tried to make some sense of this subject also and offer the following definition,

Airmanship is:-

The (technical and non technical) knowledge, skills and attitudes aircrew employ to operate an aircraft effectively, efficiently and safely.

One part of airmanship (ie the non technical knowledge, skills and attitudes) are what we would normally refer to as CRM, and the attitude towards CRM might have been entirely different if the subject had been introduced to pilots from the begining as such. If that that have happened most pilots would probably have been quite interested in attending their annual 'airmanship recurrent course' and learnt far more from the subject we call CRM.

 

LMQ CRM STANDARDS (Free download - CRM Standards Excel File )

LMQ have developed a set of standards to enable pilots to understand CRM clearly; to enable pilots and trainers to develop their skills; and to assist trainers in assessing these skills. The LMQ CRM Standards are fully validated as an alternative to NOTECHS or other skills lists, and are currently being used by several airlines and helicopter operators. Pilots and operators are free to download and use the standards when conducting CRM training or assessment.

Validation

The LMQ CRM Standards were validated over the winter period of 2003/04 primarily at Thomas Cook Airlines and MyTravel, and subsequently with several operators using multi-cultural crews. The purpose of the validation was to establish the following:

1. Were the Standards adequately clear and understandable for training captains and line crews to use as a reference for their CRM assessment programme.

2. Were the Standards fair, appropriate, relevant and realistic for line crews to achieve.

3. Were the Standards observable.

4. Were the Standards that were observed consistently rated by a large majority of the training captains, particularly in terms of the pass/fail grades.

5. Did the training captains improve their accuracy and consistency after a period of training and exposure to the Standards.

6. Were the training captains able to practically integrate the Standards into their existing technical checking process ie were they workable on the line and in the simulator.

7. Were the Standards acceptable and understandable across different cultures.

Method

The method used for the validation was four phase:-

Phase One:

Approximately 60 Training Captains observed 6 acted video scenarios and assessed both the Captain and First Officer using the LMQ CRM Standards. This was an introductory phase that gave participants an opportunity to understand the Standards fully, get feedback from others on variations in their rating and to become practiced at observing and recording. The limitation of this phase was that scenarios were acted and therefore unreal, as the behavioural interaction between the crews and others was not true. Therefore on its own this phase was inadequate as a full validation of the Standards.

Phase Two:

The same group of trainers then assessed a Captain and First Officer using 2 videos of actual operational flights. This was realistic and more meaningful, but also more difficult to do - as the observation of the Standards was less obvious and less frequent.

Phase Three:

This was the assessment and debriefing of crew members carrying out a team task under the control and direct observation of the trainer. In this phase the Training Captains were able to observe real behaviour of the team and therefore rate the Standards using first hand information.

Phase Four:

Use of the Standards on the line and in the simulator by training captains and crews. This phase sought to confirm the practicality and appropriateness of the Standards.

Results of the Validation

Cross Cultural acceptance.

These standards have been used by trainers from France, Switzerland, Austria, East Africa, Nigeria, Indonesia, South Africa, Holland, Australia, the US and India. Some explanation of terms was required but otherwise the standards were understandable and trainers were able to use them effectively.

The overall result is that the LMQ CRM Standards have been appropriately and successfully validated, and can be used to both evaluate individuals in training sessions and assess them in any checking activity.

 

CRM ASSESSMENT

CRM Assessment is now a requirement in accordance with JAR OPS. The requirement states that CRM assessment must be carried out on line checks in accordance with a methodology acceptable to your national regulatory authority.

In the UK the Civil Aviation Authority has indicated that operators should have a methodology in place, so that they can begin to carry out formal CRM assessments. This methodology is NOT just the adoption of a set of standards such as NOTECHS, but the implementation of a number of measures aimed at safeguarding the line pilots - and ensuring that assessment is accepted positively. These safeguards are as follows:-

> An operator should establish the CRM training programme including an agreed terminology. This should be evaluated with regards to methods, length of training, depth of subjects and effectiveness.

> The CRM standards to be used have been agreed by crews, operators and regulators, and reflect best practice.

> The standards are clear, briefed, and published (in the Operations Manual).

> The methodology for assessing, recording and feeding back has been agreed and validated.

> Training courses are provided to ensure that crews can achieve the agreed standards.

> Procedures are in place for individuals who do not achieve the agreed standards to have access to additional training, and independent third party appeal.

> Instructors and examiners are qualified to standards agreed by all parties, and are required to demonstrate their competency to the CAA or such persons as the CAA may nominate.

>A training and standardisation programme for training personnel should be established.

 

How LMQ can help you...

In order to save our clients investing unnecessary time, energy and resources duplicating similar work, LMQ have developed a programme for implementing this requirement.

The programme consists of:-

- Several alternative CRM Standards schemes that you can select from which will best suit your operation.

- A process that will validate both these standards and the methods you choose to carry out assessments.

- Training for line trainers, TRIs, TREs, and other training appointment holders in the understanding of these standards, the ability to assess, and faciliation skills in debriefing.

- Procedures for implementation.

 

HOW WE WILL WORK WITH YOU.

Our experience has consistently shown us two things. Firstly, operators are extremely reluctant to engage time and resources in such programmes; and secondly they are absolutely delighted when they finally do. Because of this we have developed a process that addresses both situations.

The first step is to run a pilot programme where we encourage you to include a range of your current trainers; so that you have a thorough opportunity to evaluate whether this programme will suit your operation.

The second step is to identify trainers within your organisation who can work alongside our consultants to design and deliver a tailor made course.

The third step is to transfer the programme and skills to your own trainers to continue with in the future.