Aviation Service Providers are required to implement a Safety Management System (SMS) in accordance with Standards and Recommended Practices (SARPs) contained in ICAO Annex 13 (Accidents and Incidents investigation) and ICAO Annex 19 (Safety Management System). Such requirements include the effective implementation and use of hazard and incident reporting processes and investigative capabilities.


Improve your skills and techniques when obtaining safety information directly from individuals or groups or when taking part in an investigation into an aviation incident or accident.

Course format

This classroom course provides 5 days (35 hours) of instruction and exercises.


- Professional level ;

- The recommended level of language proficiency is ICAO Operational Level 4 for courses in English.

What you will learn

Upon completing this course you will be able to acquire a general methodology for interviews

- Understand the roles of the interviewer and witness, the principles of communication to overcome common obstacles ;

- Manage inter- and intra-personal responses ; interpret verbal and non-verbal communication.

Course content

- Characteristics of a witness and an interviewer ;

- Principles of communication :

. Transmission channel theory ;

. Obstacles to the communication : individual references, values, social distance ;

. Managing inter-personal and intra-personal responses ;

. Rapport management by installing and sustaining a psychological field ;

. Recognizing and managing communication levels and styles ;

. Principles of transactions.

- Non-verbal communication :

. Proxemics, territory, zones, distances ;

. Appearance and attire ;

. Body language and facial expressions.

- General methodology of an interview :

. Types of interviews ;

. How to establish a favorable first contact ;

. How to install and sustain a monologue, active listening, facilitation techniques, coping with silences ;

. How to install and manage a dialogue, flashback techniques, how to ask questions ;

. How to manage a successful separation and follow up.

- Practical interview exercises :

Video-taped role playing : investigation of an incident based upon the collection of information from a variety of witnesses ; practicing the adjustment to the witness person and communication style ; paying attention to voice intonations, facial expressions, body language, silences and interruptions ; practicing flashback and questioning techniques to support the dialogue.

Who should attend

Personnel involved in the aviation Safety Management System (SMS) who need to obtain safety information directly from individuals, or hazard and incident reports, or take part in aviation incident or accident investigations.


Attendance is minimum 4, maximum 15 participants

More info :

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