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That is not the way I wanted it done…– The Role of Culture in Operations and for Safety
Dr. Nicklas DahlstromHuman Factors Manager
GHAC 2017October 11-13Lisbon Portugal
Thank you!
“Breaks all the dishes.”(Partir a loiça toda.)
“Cause problems”
“To show off” To do it “so the English can see it.”(Para inglês ver.)
“Give up” “Takes his little horse away from the rain.” (Tirar o cavalinho da chuva.)
Content
• Culture – Operations and Safety
• National Culture
• Professional Culture
• Company Culture
• Generational Culture
• Safety Culture
A Diverse Airline
More than 70 nationalities in Engineering
And far more in the whole company…
More than 100 nationalities among pilots
Culture– Stories we tell about ourselves
“Hero stories” “Accident stories”
Which stories are you telling about yourselves?
The Role of Culture
Guides people:
• What people do
• How they do it
• When they do it
Culture fills the gaps and creates understanding and meaning!
• What to do when they do not know what to do…
Changing the Direction– From focus on input to outcome
PeopleTraining Safety
Culture will always influence outcome!
National Culture – Dimensions
Power DistanceAcceptance of differences in power and hierarchy
Uncertainty AvoidanceDesire to avoid any form of ambiguity or uncertainty
Individualism versus CollectivismMotivation for decisions and actions, doing something for oneself or for a group (family, community, nation etc.)
Masculinity versus FemininityAssertiveness/competitiveness versus modesty/caring
(Hofstede,1980)
National Culture - Exercise
Where in the world do you think that Power Distanceis likely to be very high?
Maybe in the Far East?
Yes, I think so.
Me too. I will fill this up toalmost full … about 80%.
Does culture affect behaviour?
Provide the “language”
Prompt curiosity and conversation
Promote the shared values for safety
Explained by task focus, nature of task, procedures and guidelines, similar training and licensing,
Professional Culture Engineers & Pilots
(Al Harabi, 2001)
Main trait - Individualism
Same across cultures – higher for engineers!
Professional Culture Engineers & Pilots
Positives? Negatives?• “Can do”-spirit• Task-oriented• Self-reliant• Ambitious• Like the job
• “Can do”- spirit• Task-oriented• Self-reliant• Ambitious • Like the job
Overall these traits are similar…
After this, serious discussion beginsand the problem is usually solved
The “Ritual”of Engineers and Pilots
(Dykes, unknown)
Accomplished before any work is actually done on the aircraft
Reports a problem to the engineer.
"I can't fix it."
“There's nothing wrong with it."
Repeats the complaint.
"It's the gauge."
Persists and restates issue.
"They're all like that."
Heatedly but slowly explains again.
Pilot Engineer
Formalauthority
Communication Between Engineers and Pilots
Fix and go?
Fix and go.
Fix and go!
Problem-solving
Detailed analysis
Fix and go!
Fix and go?
Fix and go.
Problem-solvingPilot Engineer
Share information
Share perspectives
Train together
1.5
2
2.5
3
3.5
4
4.5
5
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Flight Attitude Questions
(20 out of 83 Nationalities in Emirates - 76.4% of Pilot Population)
Australia Belgium Brazil Britain Canada France Germany
Holland Ireland India Italy Jamaica Malaysia Mexico
New Zealand South Africa Sweden Switzerland UAE USA
Source: Flight Management Attitude Questionnaire for EK 2010 (N= 2095)
Emirates Pilot Culture
(Flight Management Attitude Questionnaire for EK 2010, n = 2095)
Emirates Pilot Culture
(Scott, 2013; 613 responses from EK pilots)
0
50
100
150
200
250
300
350
400
Strongly Agree Agree Undecided Disagree Strongly Disagree
Num
ber
of R
espo
nden
ts
My professional culture as a pilot overrides my national culture when on the flight deck.
(Scott, 2013)
Emirates Pilot Culture
0
100
200
300
400
500
600
Strongly Agree Agree Undecided Disagree Strongly Disagree
Num
ber
of R
espo
nden
ts
My colleagues treat me differently on account of my nationality/culture.
0
100
200
300
400
500
600
Strongly Agree Agree Undecided Disagree Strongly Disagree
Num
ber
of R
espo
nden
ts
I feel respected and valued by fellow crew members.
(Scott, 2013; 613 responses from EK pilots)(Scott, 2013)
I have no problem flying with pilots of any nationality.
EK Pilots’ Attitudes on Culture
EK survey 2017, 920 responses
Agree StronglyAgree SlightlyNeutralDisagree SlightlyDisagreeStrongly
Captain First Officer
0.3%3.6% 3.9%
76.4%
15.8%
Use awareness positively
Reinforce professional culture
More diversity is easier than a bit
Generational Cultureand Knowledge
You can find!
Knowledge as something …
You have!
Protect having and sharing knowledge
Safety Culture
• Informed
• Reporting
• Just
• Flexible
• Learning
(Reason, 1997)
• Informed
• Reporting
• Just
• Flexible
• Learning
Accountability Learning
130
300 300
30
(Heinrich, 1931; Hollnagel, 2014)
(Heinrich, 1931; Hollnagel, 2014)
4 300 000
4300011
Learning from What Goes Right
“The Misery Metaphor”
• Continued work on acceptance and understanding
• Integration of HF in all aspects of training
• Integration of HF in all aspects of work
• HF training for cross-organisational knowledge
• HF as vehicle for building organisational culture
Building Safety Culturevia Human Factors Training
Improves Safety and Efficiency
Which story are you telling yourself?
It all looksvery well…
Been there, done that…
Should be finein spite of…
Another dayIn the office…
What will gowrong today?
The threats today are …
Need to keep aneye on that…
I saw a report on this …
Understand and build!
• People create safety
• Culture affects behaviour
• Learn from what goes right
• More safe = More efficient
Ways Forward
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