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 from
individuals or groups or when investigating an aviation hazard, incident or
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 methodology for interviews
- To understand the principles of
communication to overcome common obstacles ;
- To manage inter- and intra-personal
responses ; interpret verbal and non-verbal communication.
- Principles of communication :
To manage obstacles to the communication, and personal responses ;
o install and sustain rapport ; to
recognize and manage communication levels and styles : transactions
- Non-verbal communication :
. Proxemics, territory, zones, distances ;
appearance and attire ;
ody language and facial expressions.
- General methodology of an
. Types of interviews ;
. To establish a favorable first contact ;
o install and sustain active listening,
facilitation techniques, coping with silences ;
to install and manage a dialogue, how to ask
o 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 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