direction générale de l’aviation civile p.1 shifting relationship in a service situation:...
TRANSCRIPT
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Shifting relationship in a service situation: Management of an emergency evacuation by cabin crew personnel
Stéphane Deharvengt
Due to unexpected difficulties, Stéphane Deharvengt was unable topresent this material at the Aircraft Fire & Cabin Safety Conference in November 2004.
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Shifting relationshipin a service situation :
Management of an emergency evacuationby the Cabin Crew Personnel
_____
Stéphane Deharvengt
direction
générale
de l’aviation
civile
service de la formation aéronautique et du contrôle technique
November 2004
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ProblemActivity of cabin crew during emergency evacuation
Theoretical approachRelation of service, risk situations
Experimental situationSimulations of evacuation carried out at Cranfield
ResultsInfluence of context on pax-CC behaviour
Follow-up
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Service situation :
Management
of emergency evacuation
ContentNovember 2004
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Problem statement
• Accidents analysis question the handling of emergency evacuation by CC
• Operational, technical and social environment are constantly in evolution
What are the characteristics that influence the activity of the CC
and which determine the outcome of the evacuation
Research question
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Reduction of the problem for this research
• Analysis of one type of emergency evacuation,
• Focus on the nature, evolution and management of the relation pax-CC in an emergency situation.
The work done lays the foundation for future more complete research activity
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Findings from other research
• Sociology :
The CC “collective”.
• Cranfield-UK/CAMI-US :
Assertive/non assertive CC, Competitive/cooperative behaviour of pax.
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Theory
Combining two fields :
– Relationship between professionals and general public : relation of service.• Note: crowd behaviour theories are difficult
to test with available simulations tools
– Management of risk situations.
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Theory Relation of service
• Relevant aspects– Investigation of the public query : construction of the
query in situation.– Usage of the representation of the interlocutor– Time in the relation of service.– Role of co-workers to manage operational et
organisational constraints.
• Discussion– Valid for face to face, with emphasis on language
communications – Quel statut pour l’interlocuteur du professionnel ?
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TheoryManagement of risk situation
• Concepts– Stress, emotion, panic
– Crowd behaviour, evacuations
• Management by professionals– Managing time
– Training
– Organisational structure
• Discussion– Different types of training are possible
– Potentialities to develop a « style »
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Hypothesis
Constraints of the situation will influence evacuation management
Constraints of the situationReliance on group resources
Capacities of CC to convey relevant information to PaxBehaviour of Pax
Management of the evacuation
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Experimentations• Emergency evacuations with Cranfield simulator• 6 CC from a large European airline• 181 pax volunteers
• Trial characteristics– Scenario of unprepared emergency evacuation (e.g. aborted
take-off)
– CC task : manage the doors and evacuate people and themselves
– Variable : 2 doors are available (not known to CC or pax)
– 1 cabin scenario is analysed
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Cranfield Simulator
Fermée FerméeFermée puis ouverte
Ouverte puis fermée Fermée Ouverte
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Analysis technique
• Semi-directed interviews with each CC after each evacuation
• Questionnaires filled in by each passenger after each evacuation
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Results• CC interviews
Contraints of the situation (number)
Impossible to hear other CC
(6)
Impossible to see exits (7)
Difficult to shout in smoke (2)
Positive aspects (number)
Situation (4) Pax (2) Cooperation (6)
Negative aspects (number)
Situation (11) Pax (4) Cooperation (0)
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Results• Pax questionnaires
Can we identify groups of passengers with similar characteristics ?
Ability to evacuate Number of passengers Percentage of total
Positive 57 31%
Negative 69 38%
Non Defined 55 30%
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Questions used to identify groups of pax
• Positive or negative perception of the evacuation
• Passengers helped or not, impaired or not during the evacuation
• Passengers helped or not by CC and guided or not by CC
• Number of changes of direction during the evacuation
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Groups of passengers
1 : Guided, not helped, no change in direction, easy/quick evacuation
2 : Guided, not helped, no change in direction
3 : Not guided, 2 + changes in direction, slow/difficult evacuation, impaired
4 : Slow/difficult evacuation, rather negative, at least 1 change in direction
Others : Rather negative, at least 1 change in direction
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3 4
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Cross perception(CC as they perceive themselves and
passengers perception of CC)
Assertive Reassuring Self-confident Persuasive
CC L1 ++ + ++ +
Pax Zone 1 ++ ++ + +
CC L3/R3 ++ - / + ++ + / ++
Pax Zone 2 ++ Rather - Rather ++ + / ++
CC L1/R1 - L2/R2 + - / + - / ++ +
Pax Zone 3 + Rather - - /+ - /+
CC L1/R1 - L2/R2 + - / + - / ++ +
Pax Zone 4 - / + / ++ - / + + / ++ +
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Discussion
• Experimental biases– Not a life threatening situation
– No element of surprise, except door configuration
– Limitations of the simulator (no slide)
But :– Challenging scenario : boarding, noise,...
– Representative environment (cabin and smoke)
– Actual airline procedures
– No previous evacuation for this batch of passengers
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Discussion
• Sense of time (of the evacuation)– Time is not directly perceived by CC
• Using passenger perception allows the reconstitution of the dynamics of the evacuation (by grouping passengers)
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Discussion
• Information on door status– Is crucial for CC– Influences relationship between CC and pax :
• CC remain (or lose the status of) a resource in pax representation = dynamic construction of the representation of the other actors in the situation
• Visual and audio constraints prevent group strategies– “hear” their counterparts and “see” them
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DiscussionConclusion
• Situation characteristics have an important influence over CC activity, their relationship with pax and potential for developing strategies
• Relationship of service for emergency evacuation :– Convey the relevant information (e.g. which exit to use ?)
– If not, deterioration of CC representation of the pax and Pax representation of the CC (consequence : more difficulty to manage the evacuation).
– Reliance on each other and constraints due to the emergency situation.
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Future work
PhD Title : Managing emergency situations Tools and constraints for evacuating general public
• What can be learnt from knowledge of emergency situation management in other fields ?
• What are the constraints on the activity for people which cannot develop actual competencies through training or actual practice ?
• Which tools respect the ecological way of handling the situation ?
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MERCI
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The Fourth Triennial The Fourth Triennial International Aircraft Fire and Cabin Safety International Aircraft Fire and Cabin Safety Research ConferenceResearch Conference