Aviation Maintenance Assertiveness Training Module 29 PDF
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Uploaded by TopLogic9614
2012
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Summary
This document is a training module on assertiveness, specifically for aviation maintenance. It emphasizes the importance of assertive communication in expressing needs and opinions while also managing body language and considering the consequences. The module is designed for aviation professionals and covers how to deal with issues, concerns, and create a culture of safety in aviation.
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Module 29 May 2012 Provided by CWH HUMAN FACTORS TRAINING FOR...
Module 29 May 2012 Provided by CWH HUMAN FACTORS TRAINING FOR AVIATION MAINTENANCE ASSERTIVENESS Assertiveness is the ability to express your feelings, opinions, beliefs and needs in a positive, productive manner. At various times in our social and working lives we may be passive, and other times aggressive, depending on the circumstances. Most of us tend to be more on one side of the spectrum than on the other. A passive person goes with the flow. A passive person does not want to make waves or cause conflict of any sort. A passive person allows him or herself to be a victim. An aggressive person wants to have it all their own way whatever the fallout. If it doesn’t go their way, they will make it known how happy they are. An aggressive person creates conflict, leaving others hurt, humiliated, angry or vengeful. Assertiveness walks the line between passive and aggressive. To be assertive when trying to get your point across, you must look people in the eye. Too little eye contact indicates passive behavior and too much indicates aggressive behavior. Standing too far away from others while speaking is considered passive and too close is considered aggressive. A distance of 1.5 to 3 feet is considered the most appropriate social distance is western society. We live in a multicultural society these days, so you must watch those you are talking for signs that they are uncomfortable; you may be encroaching on their private space. A lack of hand movement during conversation is considered passive while large, abrupt gestures may be considered aggressive. Body language, facial expressions and hand gestures are very effective in getting your point across when they are considered and controlled. Remember, in communications, body language is primary in understanding the message, followed by tone of voice and lastly the verbal message itself. How to be assertive You must want to know what you want to say and how you are going to say it before you start. Plan your approach to the conversation. You must be able to get the attention of the person you wish to speak to and be in a position where interruptions will b e minimized so that you can keep his or her attention. State your concern and stick to the issue at hand. Do not let yourself get sidetracked to other issues or your message will get watered down or lost altogether. Deal with fact only. Suppositions will detract from the force of the message. State the consequences if the concern is not dealt with. Support what you say with how you say it. Be confident of yourself and the facts. Suggest a solution. Supervisors hear complaints all day. Carefully thought out solutions to concerns or problems make their jobs easier and makes them more willing to listen. Finish by inviting a response. This will show that you are willing to listen and to try to understand their point of view of the concern raised. Together you have a better chance of resolving the issue. Be assertive also means accepting gracefully that you will not always get your own way. Learn from the conversation and try to understand the other person’s point of view. This will help you reassess the situation and will prepare you for success if you wish to revisit the conversation in the future. In the aviation business, safety is always an issue. So are pressure and stress, and sometimes fatigue. It is all too easy to allow norms to develop that cut corners and make our jobs “easier”. Not all norms are bad, but negative norms do develop and may compromise safety if someone does not speak up in an assertive manner. You can also find yourself in situations involving poor working conditions and a lack of resources. These situations cannot always be eliminated, but they may be made more acceptable and safer if you concerns are brought up in an assertive manner. MODULE 29 Questions Employee Name: _________________ 1. Why is it important to look people in the eye when talking to them? 2. Why is body language important when talking to others? 3. Why does passive or aggressive behavior compromise safety? SUBMIT