FROM TENSION TO TEAMWORK: EFFECTIVE STRATEGIES FOR FLIGHT CREW CONFLICT MANAGEMENT

Several years ago, in the wake of 9/11, while based at Dublin airport, Ireland, I found myself in the unenviable position of mediating an onboard argument between cabin crew and the captain of a flight. The issue, in essence, was a "go or no-go" decision. A cockpit access key, taped inside the galley door, was discovered by cleaning staff. I communicated this information to both the head flight attendant and the captain, setting off a chain reaction of escalating fear, anger, and frustration. I stood in the middle of the business class cabin, trying to mediate between crew members who grew increasingly heated with each passing moment.

Without going into specifics, a dear friend of mine was head of security on the day and arranged a thorough search of the entire aircraft and cargo, along with risk assessments and other security procedures and investigations. Ultimately, the captain decided the flight would proceed and ordered the cabin crew to prepare for boarding and takeoff, stating that no further discussion would be tolerated.

Although the flight took off and landed without further incident, the interaction itself left its indelible mark on the crew involved. I encountered the cabin crew several times after that flight, and they confided that they had felt slighted by the captain’s abrupt decision and the way the conversation unfolded. The resentment, they explained, lingered long after the flight concluded.

Had the conversation gone differently, the same outcome might have been achieved, but with a much more satisfied crew. I believe that the interactions between the head flight attendant and the pilot were likely suboptimal in the aftermath of this event and for quite some time. It seems clear to me that training in communication skills can make a significant difference in such scenarios, leading to a more effective and respectful approach to these kinds of situations.

This experience highlights a critical issue in aviation, the human behavior element. Despite advancements in technology and safety procedures, the success of any flight ultimately depends on the ability of the crew to work effectively as a team, communicate clearly, and resolve conflicts constructively.

Throughout my years working with thousands of crew members, I've encountered a diverse range of personalities, from close friends I deeply admire to those who are more distant and challenging to connect with. Just like any societal group, you'll find all kinds. One particular incident, etched in my memory for over thirty years, vividly illustrates the potential for conflict in even seemingly trivial situations. During a birthday celebration in a flight operations room in municipal airport in Cape Cod in the Northeast of the USA, I, a young and eager new employee at a regional airline, was rushing to meet an incoming aircraft. In my haste, I grabbed a fork and attempted to separate a piece of cake, accidentally brushing my knuckle against the cream on the side. A pilot sitting in the corner erupted in a furious outburst, severely reprimanding me and claiming it would ruin the cake for others. The shock of his screaming reaction shook me to my core, and left a lasting impression, and I've always taken extra care when handling birthday cakes ever since. While this was thankfully an isolated incident, imagine if a similar situation occurred in a sterile cockpit with ten hours of flight remaining. The tension would be unbearable. This pilot may have been experiencing personal difficulties, or perhaps he was simply trying to teach a young, naive individual about manners. Whatever his motivation, the situation could have been handled differently, perhaps with a calmer, more constructive approach. As the aviation industry continues to grow and operations become more complex, compounded by factors like fatigue and increased workload, the potential for human-related issues will only increase. This highlights the urgent need for effective communication skills, particularly in a pressurized environment where safety is paramount.

We must invest in tools and training that foster harmonious communication within flight operations. These conflicts are not limited to the cockpit; they can arise between ground staff and crews, flight deck crews and air traffic control, and even between crew members and passengers. The more we emphasize clear, courteous, and professional communication, the safer and more enjoyable our flights will be for everyone involved.

While passenger interactions deserve attention, this article focuses specifically on enhancing crew communication skills. We can learn to cultivate a culture of effective and respectful communication.

The aviation industry has recognized this need for improved communication and teamwork, especially after it was found to be a factor in some high-profile accidents in the past. Crew Resource Management (CRM) for example is the foundation of safe and efficient flight operations, actively engaging all crewmembers in a collaborative effort to manage risks and achieve their shared goal. CRM empowers crews to identify potential threats, from weather hazards to fatigue, through open communication and active listening. This collaborative approach fosters informed decision-making, as crew members leverage their collective expertise and resources to develop and execute plans to mitigate or avoid identified threats. Recognizing the influence of human factors, CRM emphasizes a culture of teamwork, mutual respect, and continuous improvement, ensuring that every member of the flight crew is equipped to contribute to a safe and successful flight.

The concepts of Crew Resource Management (CRM) and the "sterile cockpit" are now central to pilot training and operational protocols, focusing on mitigating distractions, fostering clear communication, and creating a culture of shared responsibility. However, the reality is that conflict can still arise in the cockpit as well as in the cabin, as it can in any high-pressure environment. Limited space, an obligation to remain "in situ" for extended periods, and the inherent challenges of working closely with individuals you may not personally know can all contribute to tension and potential communication breakdowns or misunderstandings. Colleagues may come from vastly different backgrounds and cultural norms and within the small confines of the cabin environment, some of those differences may become amplified when working in such close quarters for long periods of time. The aviation industry has implemented rigorous hiring practices and psychological assessments to screen for individuals with problematic personality traits. The reality is that some individuals with challenging interpersonal styles will inevitably slip through the net. Even highly trained professionals, under stress, may find themselves reacting in ways that are not conducive to effective teamwork. A well-known example of the need for CRM is evident in the 1977 KLM-Pan Am collision at Tenerife Airport, where a first officer was unable to communicate crucial information due to the captain's forceful demeanor and his impatience. The captain, despite not having clearance for takeoff, advanced the throttles and began the take-off roll, leading to a disastrous collision with a Pan Am Boeing 747. The first officer knew that clearance had not been granted yet did not have the confidence to override the captain and cancel the takeoff. These incidents, alongside many others, underscore the importance of fostering a culture where every crew member feels empowered to speak up and contribute their expertise, regardless of their position or seniority. 

Creating a Culture of Psychological Safety

A key component of effective teamwork and conflict resolution is psychological safety which allows one to hold the belief that it is safe to speak up without fear of negative consequences. When psychological safety is high, crew members feel comfortable expressing their concerns, challenging decisions, and contributing to a more robust decision-making process. This can be cultivated through encouraging open and honest dialogue among crew members, fostering a culture of respect and trust.

Errors stem from the limitations inherent in human beings. Fatigue, stress, workload, imperfect information processing, and the very nature of human cognition itself can contribute to flawed decision-making. These factors, combined with the inherent complexity of modern flight operations, create a fertile ground for potentially dangerous misjudgments. Line Operations Safety Audits (LOSA) and recurrent Line Checks further enhance understanding the human factors. It's done by observing and analyzing real-time flight operations. LOSA programs for example, provide valuable insights into crew interactions, decision-making processes, and the effectiveness of training programs. These assessments identify areas for improvement in communication, workload management, and cockpit task management or agenda management. To explain, CRM and focuses on optimizing the flow of information and tasks in the cockpit, minimizing distractions and fostering efficient decision-making. Recognizing the complex interplay of human factors and technological advancements is the path to create a safer and more efficient flight environment. Toxic cockpit environments, characterized by poor communication, unchecked egos, stress, and unchecked errors, are steadily becoming a relic of the past, replaced by a culture of proactive risk management and continuous improvement. The interpersonal dynamics between pilots can significantly influence flight safety and overall performance. Navigating these delicate relationships, particularly during long flights where fatigue and the pressure of responsibility converge, presents a unique challenge in our field. It's only natural for pilots, spending countless hours together, to engage in private conversations during periods of low workload. However, these seemingly innocuous interactions can sometimes sow the seeds of conflict, jeopardizing the crucial harmony needed for a safe and efficient flight. Topics like politics and religion, often charged with strong personal opinions, are often avoided for fear of creating tension. Age gaps, cultural differences, and even differing employment contracts can create a divide, hindering the development of common ground and potentially fostering feelings of envy or resentment. A pilot going through a personal crisis at home might bring a sense of grumpiness or irritability to the cockpit, inadvertently impacting their interaction with their colleague. The other pilot, unaware of the underlying reason for their colleague's behavior, might perceive it as a lack of professionalism or even disrespect. This can lead to strained communication, awkward silences, and a gradual erosion of trust.

As time goes by, this simmering tension can easily escalate into a full-blown conflict, particularly during stressful moments. When mistakes are made, fueled by fatigue, workload, or even a lack of communication, the potential for blame and accusations rises exponentially. Recognizing the silent threat posed by these interpersonal dynamics is crucial. Addressing this issue requires a proactive approach, fostering a culture of open communication and mutual respect within the cockpit. Training programs should emphasize the importance of active listening, empathy, and conflict resolution skills, equipping pilots with the tools to manage disagreements constructively. Moreover, a strong focus on stress management, fatigue mitigation, and psychological well-being is crucial. Ensuring pilots are rested, well-supported, and equipped to handle the emotional pressures of flight is vital for maintaining a positive and collaborative cockpit environment. Managing human dynamics within the cockpit is a complex and an important element of safety. Crew must maintain situational awareness and recognize the subtle cues and potential pitfalls. Crew can train to ensure that the cockpit remains a space of collaboration, professionalism, and ultimately, unwavering safety.

Conflict resolution can sometimes be about understanding where the other person is coming from. In the cockpit or cabin, this means actively listening, trying to comprehend the other person's perspective, and acknowledging their emotions, even if you don't agree with them. Flight operations are inherently collaborative. Pilots and Cabin Crew must learn to negotiate and compromise, finding solutions that benefit both parties. It certainly isn't about domination or overly enforcing your authority on others but rather its about finding mutually beneficial outcomes, which strengthens teamwork and ensures a safe and efficient flight. The goal is not to always win an argument but to arrive at a solution that satisfies everyone involved if possible. This might involve making adjustments to plans, redistributing workload, or finding a compromise that addresses the concerns of both crew members. If a conflict stems from a perceived performance issue, it's crucial to address it directly and constructively. Acknowledge the concern, develop a plan for improvement, and move forward with a focus on maintaining a positive and professional working relationship. Crew members come from diverse backgrounds with unique beliefs and preferences. It's essential to respect these differences, even if they diverge from your own. This creates a more harmonious and respectful work environment. If or when tensions arise, finding common ground is crucial. Identify areas of shared interest or values and focus the conversation on those topics. This can help to diffuse tension, create a sense of connection, and remind crew members of their shared goals and responsibilities.

Here, I'd like to turn your attention to some practical insights and suggestions on how to descalate conflict aboard. Of course, much of the approach will be context specific, and you will have to adapt to different and often unexpected sources of conflict when they arise. 

Defusing Conflict and Resolving Arguments Onboard, A 5-Point Plan

When tensions do arise, it's useful to have a plan for defusing the situation and resolving the conflict. Here's a 5-point plan that can be applied in the cockpit or any challenging interpersonal interaction onboard.

1. Pause and Breathe

When emotions are running high, it's essential to pause before reacting. Take a few deep breaths to calm your nerves and regain composure. Professional negotiators call this going to the balcony. Taking a moment to compose oneself when the emotions are about to take over the rational reasoning side. 

2. Listening skills are vital

Focus on understanding the other person’s perspective. Listen attentively, without interrupting, and try to see the situation through their eyes. Try to put yourself in their shoes, and see things from their perspective. Suspend judegment for a moment and quiet the self talk that says they are being a jerk. 

3. Practice Empathy

Empathy involves understanding the other person’s feelings and motivations. Even if you disagree with them, acknowledge their perspective and try to understand where they are coming from.

4. Seek Common Ground 

Look for areas of agreement and try to build on shared values. Focus on finding solutions that address the other’s concerns. In some situations, it might be helpful to acknowledge that the communication has broken down and suggest starting the conversation again, with a renewed focus on understanding and collaboration.

5. The Power of a Reset

In aviation, as in life, we all make mistakes. Sometimes, we may find ourselves reacting in ways that are not conducive to a productive conversation. In those instances, the concept of metaphorically hitting the reset button can be powerful. Acknowledging that the initial communication wasn't successful and suggesting a fresh start with a more open and collaborative approach, can often create a more positive and productive outcome.

Psychological Insights for Flight Crews on De-escalating a Furious Colleague 

When a colleague's anger flares onboard, it's valuable for flight crews to de-escalate the situation quickly and effectively. This requires a blend of psychological understanding, communication skills, and self-control. Here are evidence-based strategies to help you navigate this challenging situation.

1. Tone of Voice and Mirroring

Responding in a calm and steady tone of voice signals control and reassurance. Speak slowly and deliberately, avoiding a defensive or aggressive tone (Fast, high-pitched tones can escalate tension, or raising your voice to match can be problematic for example). Pacing and leading, can be achieved through subtly mirroring your colleague's body language (not excessively) to create a sense of connection and empathy. It does not mean raising your voice if they have, or squaring up, what you want to do is take them down the escalator, by matching less aggressive posture and leading it down in stages. Speaking in progressively calmer and lower tone. If they are tense, mirroring their posture for a moment can signal understanding, but avoid mimicking anger or aggression. Studies show that people respond positively to calm and reassuring voices, and mirroring can help build rapport and foster cooperation.

2. Active Listening and Validation

Don't interrupt, and actively listen to their concerns. Avoid jumping to solutions, focusing instead on understanding their perspective. Ask clarifying questions to ensure you grasp their point of view. Validate their feelings and acknowledge their emotions, even if you don't agree with their perspective. "I can see you're really upset about this..." or "It seems like you're feeling frustrated." The idea here is that active listening and validation reduce defensiveness and encourage cooperation. It helps your colleague feel heard and understood, easing their emotional intensity. It may help to repeat back to them what they said to you, "Just so I understand you correctly, did you say that...?" 

3. Physiology and Non-Verbal Cues

Lean towards open and relaxed body language. Maintain an open posture, avoid crossing your arms, and maintain a relaxed expression. This conveys non-threatening and approachable behavior. Maintain eye contact and avoid staring, but maintaining appropriate eye contact communicates attentiveness and avoid the perception of being dismissive or untrustworthy.

4. Shifting the Focus

Focus on the Shared Goal. Remind your professional colleague of the common objective. "We're all working together to ensure a safe and comfortable flight for our passengers or operation. I am focussed on getting this right, can you work with me on that?" Instead of directly confronting their anger, focus on finding a solution together. "How can we work together to address this issue?"

5. Know When to Pause and be Quiet

Attempt to de-escalate the situation before seeking further assistance. If the situation escalates or you feel unsafe, inform your chain of command via the appropriate channel. Prioritizing de-escalation is crucial to maintaining a safe and productive cockpit or cabin environment. If the situation is beyond your control, it's important to seek help to ensure the safety of everyone involved. Provided you are not engaged in active flight maneuvers or a checklist, silence can be a powerful option for you. Sometimes, we can say more with our silence than by talking at that moment. These provide gaps for thought and reflection as well as causing the aggressor to break pattern. 

What to do When a Colleague's Behavior Becomes Abusive and Crosses the Line

Maintaining professionalism and composure is paramount, especially when dealing with an escalating situation. If your colleague's behavior becomes abusive and crosses the line. These are suggestions, remember to refer always to your own company protocols, policy and procedures. 

1. Disengage and Seek Assistance

Form and communicate clear and firm boundaries. If your colleague resorts to verbal abuse, name-calling, or threats, it's essential to disengage immediately. Use a calm but firm tone and state clearly that you won't tolerate this behavior. "I'm not going to engage in this conversation while you're speaking to me this way." This of course is provided you are not engaged actively in communicating flight procedures or running a check list. In those instances, you may have to complete the checklist and then address the inappropriate behavior.

If possible, document the incident, noting the time, date, and specific instances of abuse. This provides a record if the issue needs to be addressed formally later. Cockpit Voice and data Recorders will also pick up conversations if the company decides to investigate further. 

Follow company protocols and appropriate channels of reporting, wheter it be to your base manager and the issue may get raised with the Chief Pilot or head of inflight if it s serious enough. Explain the situation clearly and calmly, outlining the specific behaviors that crossed the line. This approach ensures that the incident is documented and addressed appropriately, protecting both you and your colleagues.

2. Prioritize Safety and Remain Calm

If you feel unsafe or threatened, ensure to maintain a safe distance. Your priority is the safety and well-being of everyone on board. Do not engage in a verbal altercation or escalate the situation. 

3. Adhere to Formal Channels and Professional Conduct

Always follow company policy. Familiarize yourself with your airline's policies and procedures regarding harassment and unprofessional conduct. This will help you understand the appropriate steps to take.

If the situation persists or you feel uncomfortable, consider filing a formal complaint through the designated channels. Throughout this process, maintain a professional demeanor, avoid retaliating, and focus on resolving the issue constructively. In these instances, focus on what you can control rather than what you cannot. You can learn to control your own reactions and emotions through these strategies. Everyone is entitled to a safe and respectful workplace and maintaining a safe and professional environment is everyone's responsibility. The safety of the flight and the well-being of the passengers are paramount. If the situation becomes unmanageable or the conflict impacts your ability to safely operate the aircraft, you must take immediate action to de-escalate and seek assistance from the appropriate authorities. Maintaining professionalism and prioritizing safety are crucial in these delicate situations.

There are occasions when leadership is required to establish control and normalize a situation quickly. There is a delicate balance between leadership and teamwork within an aviation environment. While pulling rank might seem like a quick solution, as I indicated in my opening example it should be a last resort, reserved for situations where safety and the smooth functioning of the flight are genuinely at risk. Here's a breakdown of when it might be appropriate to assert authority, with a focus on ensuring that your actions are well-justified and maintain a safe and professional environment.

When to Consider Pulling Rank

If a crew member's actions directly threaten the safety of the flight, passengers, or the aircraft, immediate action is required. This could include situations where a crew member is incapacitated, exhibiting unsafe behavior, or disregarding crucial instructions. Also, if a crew member is repeatedly ignoring instructions or exhibiting blatant disregard for the chain of command, leading to a breakdown in procedures and potentially jeopardizing safety, it's time to assert your authority.

And if a conflict between crew members has escalated to a point where it's disrupting the smooth operation of the flight or creating a hostile environment, a firm intervention might be necessary to de-escalate the situation and restore order. Always attempt to resolve the situation through communication and collaboration before resorting to issuing a direct order. If you do need to assert your authority, be clear, concise, and direct in your instructions. Avoid using accusatory or demeaning language. Document the incident, including the time, date, specific behavior, and your actions. This provides a record for future reference if needed. Ensure to maintain a professional demeanor throughout the situation, remember as the leader of a team or command you are the role model example and a high standard is expected of you, hold yourself to that standard. Even when asserting your authority, it's important to remain calm, respectful, and focused on the safety of the flight. A strong, collaborative team, where all members respect each other and work together towards a common goal, is far more effective and conducive to a safe and enjoyable flight experience. Familiarize yourself with your airline's policies regarding crew behavior and conflict resolution. 

Managing your own emotions in the cockpit is crucial for maintaining a safe and harmonious flight environment. Recognize your triggers and understand when your buttons are being pressed. Are you feeling stressed due to fatigue, workload, or a conflict with a passenger or colleague? Knowing what triggers your emotional response helps you anticipate and manage reactions. Rememer if you feel your emotions escalating, take a pause to breathe and gather your thoughts. This prevents impulsive actions and ensures calm decision-making. When you find yourself thinking negatively, or engaging in negative self talk, try to reframe the situation more constructively.

Anger and strong emotions significantly increase cognitive load, making it harder to focus, process information, and make sound decisions. It's like your brain is trying to multitask when it's already overloaded. Emotions can narrow your focus, making you less aware of your surroundings and potentially missing important cues or information. This can lead to mistakes and poor decision-making and can lead to tunnel vision, making you fixate on a single issue or problem, ignoring other important factors or perspectives. We all know that strong emotions can disrupt memory function, making it harder to recall procedures, checklists, or important information. If one finds oneselve trigerred or beside themself with anger, it can cause communication breakdowns, making it difficult to convey instructions clearly or to understand the concerns of others. You stop listening effectively and are proccupied with dealing with your emotion or righting a wrong somehow. The first step to remedy this potentially dangerous state of mind is to recognize when you're feeling angry or experiencing strong emotions right away. Be honest with yourself and acknowledge these feelings. Take a moment to step back from the situation, take a few deep breaths, and allow yourself to calm down and gather your thoughts if the situation permits. This will help you regulate your physiological response to stress. Try to reframe the situation in a more objective and constructive way. What's the real problem here? Is there a solution that benefits everyone involved? Remind yourself, "This too shall pass." Speak to yourself and say, "You got this." Then focus on the present, be present and get straight to work, focus on the job at hand and stick to the procedures. Those checklists and operating procedures are there to alleviate the cognitive load and offer tools to help you be as efficient as possible. 

Thank you and I hope these insights help you today

Regards

Noel Cox

Principal Aviation Consultant at avcox

Top Mind Instructor for the program Top Mind Mental Training for Aviation and Aerospace Professionals 

Other Titles by Noel

The Air Traveler's Handbook

Gamechanger: The Ryanair Revolution

The Sustainable Aviation Flight Plan: How Aviation Will Achieve Its Sustainability Goals by 2050 and Beyond