OF AVIATION AGENTS AND WITNESSES
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.
This classroom course provides 5 days (35 hours) of
instruction and exercises.
- The recommended level of language proficiency is
ICAO Operational Level 4
for courses in English.
What you will
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
- Manage inter- and intra-personal
responses ; interpret verbal and non-verbal communication.
- 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 :
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.
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
Attendance is minimum 4, maximum 15 participants
More info :