ServiceElements Team at S&D 2016 Conference in Tampa, Florida
Attention: NBAA Regional Aviation Groups 2015
ServiceElements is working with NBAA Regional Aviation groups to raise money for scholarships.
Call us and ask how we can help your organization!
SCAA Workshop in Van Nuys, CA March 12th, 2015
Providing Scholarships for Aviation Students
If you know of a student in Business Aviation who is studying in Arizona, please refer them to the Arizona Business Aviation Association (AZBAA) website for an application to apply for a scholarship toward their education.
We do workshops in some of the coolest locations…..
“The Contagiously Engaged Team”
Facilitated by: Bob Hobbi
Dear Aviation Colleagues:
This Newsletter is dedicated to the topic of Human Factors. Human interaction is both one of the most obvious and the most difficult challenges we deal with in our work places. We all have to deal with other people…and we are all human and make mistakes.
In our Leadership workshops, we sometimes ask the leaders to list their top challenges during the course of the workday. We discuss technical challenges versus people challenges. People challenges always outweigh the technical challenges in these groups.
There is always a reason for human challenges and human error. Some of the Human Factors Case Studies we have used include reasons like the following:
People will put up with what they’re given…
The best people DO make big mistakes…
Managers are human too…
Right job, wrong equipment…
Right job, wrong person….
Assumptions aren’t always right…
Knowing that a hazard is there DOESN’T always protect you…
Close-enough procedures aren’t close enough…
Aviation/Aerospace is a SERVICE industry. Service means dealing with people and that sometimes includes dealing with their shortcomings, as well as dealing with our own shortcomings.
President & Facilitator
S&D 2016 Panelists and “Twilight Zone” Case Study/Role Play Scenarios, Tampa Floria
“Human Factors in
All Aspects of Our Industry“
The aviation industry has always been adept and at the top of its game with regard to technical and regulatory training. This is necessary information sharing for the industry to thrive…and to survive. Pilots, Maintenance Professionals, other Crews, Line Service, Schedulers and Dispatchers—nearly every job in aviation has technical skills requirements and knowledge that must be learned and maintained throughout the industry. It is an indisputable fact that technical training is of paramount importance to aviation and aerospace.
This technical expertise, knowledge and skill will take an aviation professional a long way in their career. So let’s state the obvious! Every organization needs these knowledgeable and skilled individuals to keep their aircraft flying and their businesses thriving. Experience and expertise in technical skills required for the job is usually one of the top reasons a professional is hired for the job. A pilot with multiple ratings on a variety of aircraft or lots of hours on the aircraft that will be flown; a maintenance professional with years of experience on a multitude of different equipment; or an accountant with a degree from the most prestigious program with years in the aircraft business will be top choices in the hiring pool.
But here is the rest of the story…….after the new professional is hired and the honeymoon period is over, a new reality sets in. This new guy/gal has trouble relating to and communicating with customers and team members, and is always butting heads with other team members unable to project his or her ideas. His way of communicating with other people is horrendous. The dilemma in this is that the aviation/aerospace industry is almost entirely a SERVICE business. It is all about serving others…serving customers…serving those on the team…serving each other. This requires a new set of skills, which we have for so long taken for granted.
Being able to interact well with others impacts almost everything we do everyday in the workplace. It is also the strongest indicator of performance in the workplace and the strongest driver of leadership and personal excellence. Human interaction skills influence many other fundamental skills such as: customer service, decision-making, time management, empathy, stress management, conflict resolution, assertiveness, accountability, communication, presentation skills, team work, flexibility, and trust to name a few.
How do we establish, or address, all of that? Well, we need the ability to properly manage and shape information and keep focus on tasks….yet also have the ability to integrate the human factor in our day-to-day work life balance. The balancing of the two opposite sides of work: 1) knowledge and tech skills with 2) skills to communicate, motivate and encourage proper action is difficult anymore. Think of the times where any of us had a brilliant idea that flopped and a simple easy thought that became an ingenious idea! It has to do with the human factors side of things and not necessarily the idea or the thought.
I had a grandfather who would set me straight at an opportune time. When I was frustrated with people, he would say, “Bobby, you were absolutely correct but you were wrong!” What the heck is that supposed to mean?! He would proceed to tell me that I was correct, but my approach to people was what got me in trouble. He would say, “If you cannot convey things to others well, the brilliance of your idea does not matter.”
We have got to be aware and cognizant of people issues. There is no other time which this has ben more relevant and true.