Crew Resource Management
An acoustic communication protocol developed after the United Airlines Flight 173 disaster (1978) to prevent communication failures in high-stakes environments.
An acoustic communication protocol developed after the United Airlines Flight 173 disaster (1978) to prevent communication failures in high-stakes environments. CRM standardizes how crews structure verbal communication to ensure signal clarity under stress and prevent The Whisper Effect.
When to Use Crew Resource Management
Use in any high-stakes environment where communication failures can have severe consequences: aviation, healthcare, emergency response, construction, or any situation where hierarchy might suppress critical warnings.
How to Apply
Standardized Call-Outs
Critical information communicated using specific phrases that are recognizable even under stress.
Questions to Ask
- Is there a standard phrase for this situation?
- Will the receiver immediately understand the urgency?
Outputs
- Clear, unambiguous alerts like 'Fuel state critical' rather than 'we're going to lose the wing tanks'
Closed-Loop Communication
Receiver must acknowledge sender to confirm message received and understood.
Questions to Ask
- Did the receiver acknowledge?
- Did they repeat back accurately?
Outputs
- Sender: 'Fuel state critical.' Receiver: 'Fuel state critical, acknowledged.'
Graded Assertiveness
Escalate assertion if initial messages aren't acknowledged, with explicit permission to override hierarchy.
Questions to Ask
- Was my concern acknowledged?
- Do I need to escalate?
Outputs
- (1) State concern, (2) Suggest solution, (3) Demand action, (4) Take control if necessary
Sterile Environment Rule
During critical phases, only communications directly relevant to the task are permitted.
Questions to Ask
- Are we in a critical phase?
- Is this communication essential?
Outputs
- Reduced acoustic noise when signal clarity is most critical