Competency Examples Recall Flashcards
Conflict resolution at Cov
Remaining calm under pressure and sensitive and considerate to the customer’s viewpoint, I sympathised with them.
Gently but clearly iterated commitment to safety: we put safety first.
Aggrevated situation: “heard it all before, why shouldn’t I go elsewhere?”
Own experience: critical decisions and highest standards is rewarding.
Bottom line: safety is paramount, more chances, why rush and compromise safety?
Positive impact, motivated to see bigger, apologised, rebooked, future income + CS.
Comms breakdown at Cov (instructor no-show)
Identified immediate risk of student showing and having to cancel, negative customer ex. and brand image. A lot of diversity in students and journeys vary, put student first and prevent journey if poss.
Options: assume instructor’s late or call up and proactively check important info.
Calm under time pressure, considering needs of triangle, called instructor
Clearly and concisely asked what their flying schedule was for the day
Forgot to alert me and student, I confirmed that they wanted to cancel
Called student, ATC, and fuelling to ensure alignment
Re-established triangle of comms, operational efficiency.
Relate: always pro-actively take action to ensure all members of crew are aligned with mission and aware.
