Crew Resource Management isn’t just for the Cockpit

Crew Resource Management (CRM) is a term in the aviation industry to describe the tools and methods used to ensure accurate, timely and constructive communication within and beyond the aircraft.

Although most technical issues have been engineered out of aircraft manufacturing these days, when it comes to aircraft accidents the human in the loop still poses both the most significant hazard and the last line of defence. Sadly, modern aviation history is littered with cases where a perfectly serviceable aircraft crashed because of poor CRM leading to a breakdown in situational awareness and fatal mistakes. Thankfully, there are also as many if not more, cases of damaged or malfunctioning aircraft being successfully saved thanks to high performing CRM.

Looking back over various aircraft crashes reminds me that CRM applies far beyond the aviation industry. It applies in every high-pressure environment. Indeed, communication isn’t as much about words, tone or body language (though they’re all important), it’s about what’s understood that really matters.

You see, the default setting for all of us is to speak and write in a way that makes sense to us individually. However, what we say is only half the story. The other half is how it lands, and that’s shaped by what matters most to the other person because we all filter communication through our previous experiences and what we value.

For some, it’s performance. For others, it’s people. Whilst others value process more. And, if we don’t speak/write in a way that resonates with the values of the person receiving the message, the message gets lost, even if it was clear to us. I’m sure you can tell by now that communication is very much a 2-way street. Both parties have active roles to play in both sending and receiving information in a way that is considerate of the other person.

Charles Duhigg, author of ‘The Power of Habit’ once wrote, “You get a job because of specific skills, but as you rise, your ability to communicate becomes the determinant of your success… we have to train ourselves to listen”. Listening isn’t about zipping our lips and opening our ears. It’s about curiosity. It’s about hearing what is and isn’t said. It’s also about the discipline to recognise when your own need to be heard might be blinding you to what someone else needs to say.

So, what builds strength in communication? It isn’t just clarity or grammar. It’s intention. It’s understanding and appealing to the other person’s values. It’s using a common language (where specific words are actually defined by the company so everyone knows exactly what is meant). It’s knowing, when to explain, when to ask, and when to stop talking. It’s recognising that a message needs to be crafted for the other person – not for you. When you understand how others process information, you can adapt your delivery and your reception, not to manipulate, but to connect.

In safety-critical environments, where assumptions can cost lives, communication isn’t a soft skill – it’s structural integrity. The more your team understands how each other thinks, decides, speaks and listens, the more likely your operation is to adapt, recover, and deliver safely.

I use a coaching tool that’s been used by millions of people and top performing companies around the world to help teams understand what drives their communication habits, especially under stress. It allows them to recast their past experiences and master each moment in the present so they can co-create the desired future state. And, it’s as subtle as it is powerful.

Matter of fact, here’s what Kyle had to say about the training his team received last month: 

A massive thank you to Kevin and team. This is the third time I've done this training and I've never done it to this degree. This was phenomenal. The detail that Kevin taught so that we properly understand and apply the tool was next level. It’s clear that this will improve our results - not just among the executive team but throughout all our teams.

Mr. Kyle Murphy

Director Regional ICT Services 

Department of Defence 

If this is something you want to explore with your crew, just hit reply and let me know.