Objectives

An awareness of our own attitudes &

behavioural style helps us to:
recognize our strengths and weaknesses;

communicate and work better with others;

make better decisions; and

fly safer.

Attitudes & Behaviour

During this module we will discuss:
assertive behaviour; and
methods to achieve assertiveness.

Assertive Behaviour
Assertive behaviour is a balance.

Passive

Aggressive

Assertive Behaviour
PASSIVE

ASSERTIVE

AGGRESSIVE

Indecisive

To the point

Arrogant

Quiet

Suggests solutions

Competitive

Self-conscious

Confident

Self-conscious

Gives in easily

Maintains position

Suspicious

Apologetic

Resolves conflict

Critical

Non-participant

Asks for help

Pushy

Assertive Behaviour
Harnessing Assertiveness
The PIC should create & maintain an
atmosphere that encourages assertiveness.
Crew members must know when to speak up
and how to speak up.

Assertive Behaviour
Assertive behaviour is encouraged by:
asking crew members to speak up and state
concerns;

actively listening when crew members do

state their concerns; and
responding constructively to crew
members concerns.

Assertive Behaviour
Rights & Responsibilities of all crew
members.
Right to have and express your own opinions
Right to be treated with respect
Right to be listened to & taken seriously
Right to ask others for information
Right to make mistakes and the responsibility
to listen to feedback from others
Responsibility to your organization, your pax
and yourself

Assertive Behaviour
When should you as a crew
member be assertive?
When you want clarification
When you have a concern
When you dont understand
When you have pertinent information

When you have a suggestion

Assertive Behaviour
To be assertive:
dont ask a question when you want to make
a statement;
stick to the subject;
focus on the problem, not personalities;

avoid labelling or name-calling; and

use short, descriptive sentences.

Assertive Statement
Get the persons attention: John . . . .
Express your concern: Our fuel burn is
higher than planned.

State the problem: We may not have enough

fuel to shoot an approach.

Propose a solution: I recommend we divert

to a closer airport.

Get a decision: What do you think?

P.A.C.E.
1.Probing for a better understanding:
Captain, confirm that you intend to . . . .

2.Alerting captain to anomalies:

Are you aware of . . . ?

3.Consequence statement:
(a) I suggest we . . . . (assertive statement)
(b) I will be obliged to report this to . . . .

4. Emergency warning:
I have control . . . .

SAFETY NETS!