Conflict Management: Warranted vs. Unwarranted Conflict in the Cockpit

摘要

The study of any physical system, such as an engine or an airplane, usually begins with a description of that system. Information about component parts, their location and dimensions, and terminology is a necessary background for later examination and understanding of the system design and operation. Our study of the "human factor" in aviation begins in a similar way. The "system," in this case, is conflict management. We, as humans, are action/reaction machines and we are not, as a pilot group, professionally trained in conflict management, let alone conflict resolution. The cockpit is not the best venue for "trial and error" conflict management learning. The University of Texas Human Factors Research Project's Line Oriented Safety Audit (LOSA) studies reveal that 80% of cockpit conflict is resolved. Can we improve upon the very disconcerting 20% of conflict that goes unresolved, possibly resulting in a less-than-optimal crew climate or worse, undesired flight safety consequences?