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Briefing Overview
Why Professional Standards?What can I do?What happens if we do nothing?The Professional Standards ProcessThe Training ManualGetting to know the ProStan “turf”
Why is There a Professional Standards Program?
If problems between crew members are left unaddressed, Flight Safety can be compromised
Professional Standards –What is our Core Responsibility?
Address problems of a professional or ethical nature between pilots– in a confidential manner– to an interested group of our peers– always attempt to resolve conflicts/problems at the
lowest level of involvement wherever possible.
(ALPA Administrative Manual – Section 95, Part 5, B.2. & C.1)
Typical Problems Handled by ProStan
Cockpit Management Style (CRM)Crew Communication / Coordination IssuesPersonality ConflictsNon-SOP OperationsStyle of Flying Distracting Personal Habits
Problems that CANNOT be Handled by ProStan
Matters relating to grievancesActions resulting in FAA violationsSubstance abuse problemsMedical problems Legal problems Piloting proficiency problems
However – When Needed
ProStan can and should coordinate thru LEC/MEC to provide other available resources for these
problems such as:
Aeromedical – HIMS – EAP ProgramsPilot Assistance CommitteeTraining Committee Critical Incident Response MEC – LEC Officers – ALPA Legal
How Little Problems Grow into BIG Safety Problems
Pilots are not always comfortable talking with Management about their problems– Why? Threat of possible disciplinary action
Fear of retaliation by a senior pilot involved in the problem, or –“I’ll just wait for the SOB to get what he deserves”– Result #1 – Communication shut down– Result #2 – Sooner or later, it happens!
What Can Happen if We Do Nothing?
Listen for the Warning Signs in the ProStan Reports
“His approaches are scary. I don’t know what he’s trying to prove.”
“She just will not listen to me. Sometimes we take off on the short runway just to save a little time.”
“This guy is so non-SOP, I spend half my time on approach canceling the GPWS alerts.”
“He flies the airplane like he was still in the military. I can’t get through to him.”
How Can ProStan Break the “Event Chain” that Leads to These Potential Outcomes?
It provides:A forum where the parties can speak openly– In a non-threatening environment
Confidential peer counseling and advice– To help re-establish crew communications
Other resources that can help– When special assistance is needed
How Can You Make This Happen?
Get the parties talking againEncourage recognition of individual responsibilityOffer alternatives to offending behaviorFacilitate conflict resolutionMediate agreement between the parties
The Professional Standards Process
Where do you start???1. Gather the facts (from ALL involved parties)2. Offer to provide a forum for problem resolution3. Advocate a standard of conduct: e.g., ALPA
Code of Ethics – along with good judgment4. Use mediation techniques to obtain consensus
and a commitment5. Insure confidentiality for all participants
1. Gathering the Facts
Use the Case Receipt Check List to– Insure accuracy and completeness
Maintain confidentiality – If you need to contact others – simply ask for
permission first Remain non-judgmental during interviews– Remember there are two sides to every story– NEVER take sides – Just say you will call back after
you have all the facts
2. A Forum for Problem Resolution
ProStan – the non-threatening alternative to management involvementBe a good listener Be evenhanded – Don’t take one person’s side in the disagreementEncourage problem recognition and acceptance of individual responsibility
3. The Standard of Conduct
ALPA Code of Ethics – THE standard– Along with good judgment
Discourage poor CRM management styles and non-SOP operations Encourage good “two-way” communications– A command does not always = communication
Stress the leadership role of the Captain – TO THE CAPTAIN!– He / She should “rise above” the situation – Exhibit leadership by example– Remember – you ARE the role model (good or bad)
4. Mediation Techniques
Establish yourself as a “neutral”– an ALPA volunteer who is here to help the parties resolve their
own problemsAct as the “go-between” when the parties are not talkingEncourage mutual respect – Even if not equal in position/rank
Point out unreasonable demands or expectations by either partyOffer reasonable compromises for disagreements– Allow everyone to retain his/her dignity
5. Confidentiality
The Achilles Heal of Professional StandardsIf ignored – can destroy the credibility of the committee and the programWithout it – the phone stops ringing
How Do We Know When We’re Done?
When we have obtained a commitment from each party that:– they can work together again,– with a normal level of operational safety
Note: This commitment implies an appropriate & acceptable behavioral change by the offending party
or parties that will insure a safe operation.
However We Can Never Win Them All!
Be prepared for some failures by realizing that
– Behaviors are difficult to change overnight – Some people will be uncooperative– A few individuals are “Frequent Fliers” in ProStan
But your efforts are never wasted becauseYou cannot “unring the bell”
What to Do When a Person is Non-Cooperative
If the problem came from a fellow employee:– Simply call back the reporter and say, “I’m sorry but
Professional Standards could not be of any assistance in this matter.”
– NEVER tell the reporter to call management – ALPA’s “duty of fair representation” prohibits it
Non-cooperative Person (cont.)
If the problem came from a management hand-off:– Tell the Manager, “I’m sorry but Professional
Standards could not be of any assistance in this matter.”
– You are not permitted to disclose details of any case to management because it violates rules of confidentiality
– And, it would undermine the ProStan program
What is Meant by “Peer Level”
ALPA Administrative Manual – Section 95, Part 5, B.2. – Professional Standards
Peer Level = Captain to Captain or F/O to F/OOr, simply employee to employee vs. manager to employeeIf committee resources permit– Assign Peer Level (in rank) committee members to interview
those involvedIt’s human nature– Captains are more likely to respond positively to suggestions
made by other Captains – Ditto for F/Os
To improve your chances of success –
Remember the old Boy Scout & Girl Scout motto …
… be Prepared!!!
Know How to Use the “ProStan Tools”
Pro Stan Manual– Do you have your copy?Case Receipt Checklist– Keep a copy by the phone
The Pro Stan Manual
Insures systematic, professional handling of each case
Derived from years of experience by seasoned ProStan Reps
Provides guidance for specific case-types
Will help keep you out of trouble
Note: Details will be provided in other presentations
The Case Receipt Checklist
Insures consistent handling of each phone report / interview
Helps you remember the right questions to ask
Assures that you collect all necessary information (names, phone #’s, etc.)
Will help keep you out of trouble
Note: Details will be provided in other presentations
Getting to know the turf …
A few words of wisdom
Management Support
Company policy backing ProStan program adds weight to ProStan guidance you provideManagement confidence in ProStan program effectiveness permits handing-off many problems Often ProStan methods provide better results in achieving behavioral changeWin – Win for management and for those involved☺ Plus – it reduces management workload
A Word about Confidentiality
Confidentiality is the key to pilot participation in ProStanWithout it – the phone stops ringingThere is ONLY ONE REASON to “bend” the rules of Confidentiality
When an Immediate Threat to Flight Safety Exists!
Remember!
Don’t take shortcuts
Follow approved ProStan guidelines
But if things go wrong …Before the wheels come off
Ask for help!!
Call your ProStan Chairman orother experienced members of your
committee!
They will be happy to help
In Summary
Being a Professional Standards Representative
Requires a commitment of your time & energy– And, it helps to have a supportive spouse or significant
other
And, there is a payback:Provides an opportunity for you to make a difference Provides a way for you to “give back” to the profession by serving your fellow pilots, andIt is a worthwhile and rewarding experience
