CRM questions for active 121 pilots

[rumorhasit]

I have an interview coming up with a Regional Airline and I have some questions for the Current 121 pilots. I have been reviewing/studying for the technical but I am running into a problem regarding the CRM scenorios. For example the captain appears drunk or a Passenger believes they saw you with a vodka n tonic but it was actually a sprite. Or the Captain is treating the fa bad? I don't have a lot/very little crm experience to answer these so where or how can I get some insight for these types of questions? Thanks in advance.

 

[LowlyPropCapt]

I have an interview coming up with a Regional Airline and I have some questions for the Current 121 pilots. I have been reviewing/studying for the technical but I am running into a problem regarding the CRM scenorios. For example the captain appears drunk or a Passenger believes they saw you with a vodka n tonic but it was actually a sprite. Or the Captain is treating the fa bad? I don't have a lot/very little crm experience to answer these so where or how can I get some insight for these types of questions? Thanks in advance.

Try doing a search of the forums, this question pops up every so often.

There is no right and wrong answers here... Which isn't to say that there isn't an answer that the HR folks are looking for. I don't pretend to know what that answer is, but here is some food for thought:

Captain appears drunk? Have a closed door conversation with him. Try to get him to call in sick. If he refuses, drop a dime to the Chief Pilot. You had better be REALLY sure he is hammered!

The Sprite versus vodka tonic thing? Chuckle at idiot passenger, then say something to the effect of "We take safety very seriously at Brand X Airlines, and alcohol use on duty is strictly prohibited. Is there anything else I can do to help you today?"

CA taking out his frustrations on the FA? If it is really that bad, have a closed door conversation with him about it. Suggest that you would be happy to act as an intermediary point of contact with said coke slinging door hag until his demeanor is suficiently calm.

The common thread should be safety, team player and customer service, in that order.

 

[PreContact]

Do a search online for some airline interview books and order one.

 

[Rez O. Lewshun]

Try doing a search of the forums, this question pops up every so often.

There is no right and wrong answers here... Which isn't to say that there isn't an answer that the HR folks are looking for. I don't pretend to know what that answer is, but here is some food for thought:

Captain appears drunk? Have a closed door conversation with him. Try to get him to call in sick. If he refuses, drop a dime to the Chief Pilot. You had better be REALLY sure he is hammered!

Even better.... if the CA doesn't call in sick then you call in sick.... the goal.... keep the airline safe in the lowest key possible. Situations like this are to be handled with least attention. Calling the Chief Pilot is bad because you'll be known as the narc/rat for the rest of your carrier.

That is why pilots have unions. If you don't have a union then use Employee Assistance Programs.

The Sprite versus vodka tonic thing? Chuckle at idiot passenger, then say something to the effect of "We take safety very seriously at Brand X Airlines, and alcohol use on duty is strictly prohibited. Is there anything else I can do to help you today?"

Ask the pax if they have real concerns and if so, the flight will be delayed for 3+ hours while you get tested. They'll back off...

CA taking out his frustrations on the FA? If it is really that bad, have a closed door conversation with him about it. Suggest that you would be happy to act as an intermediary point of contact with said coke slinging door hag until his demeanor is suficiently calm.

Direct intervention may back fire... instead, subtle efforts to get the two back on the team effort track usually work... As the FO change the subject, guy buy everyone a candy bar each... then again direct approach my be necessary... Use the words, 'I am concerned' followed up with 'why don't WE...'

The common thread should be safety, team player and customer service, in that order.

Said well.... and do it quietly and discretely...

These interview scenarios are really unrealistic... however they are designed to see how you would handle these SOCIAL situations.... the trick.... show the interviewers that you can influence others without making them annoyed or angry... while this may seem easy....for some its a difficult task. You'll do well....

Let us know how it goes.......

 

[Soverytired]

Truly, it's the Kobayashi Maru of interview questions.

"There's no way to win. It's a test of character."


(Didn't you know that all aviation questions can be properly answered by using lines from Star Trek, Top Gun, Star Wars, and in a pinch, Spaceballs?)

 

[pdub20s]

The Sprite versus vodka tonic thing? Chuckle at idiot passenger, then say something to the effect of "We take safety very seriously at Brand X Airlines, and alcohol use on duty is strictly prohibited. Is there anything else I can do to help you today?"

I'm gonna have to disagree with you and Rez O. If any passenger mentions or asks that you guys have been drinking alcohol, or taking any type of drug ..Time to stop what you are doing and go piss test. In the event something goes wrong like an accident of any sort... The company is going to pull you both off-line pending a investigation, they will piss and blood test the crap out of you....Then you'll have to do a carpet dance with the Cps and whoever wants to sit in....

So in that even I would say, " Im sorry you feel that way. To make you feel safer, me and the crew will go take alcohol test."

 

[LowlyPropCapt]

I'm gonna have to disagree with you and Rez O. If any passenger mentions or asks that you guys have been drinking alcohol, or taking any type of drug ..Time to stop what you are doing and go piss test. In the event something goes wrong like an accident of any sort... The company is going to pull you both off-line pending a investigation, they will piss and blood test the crap out of you....Then you'll have to do a carpet dance with the Cps and whoever wants to sit in....

So in that even I would say, " Im sorry you feel that way. To make you feel safer, me and the crew will go take alcohol test."

I actually did that once... A passenger INSISTED I had been seen in a bar in the airport. In that case I offered myself up for a trip to the little boys room and the breathalizer and the next two round trips were cancelled.

However, it depends on the circumstances... Just last month I had a group of guys on some kind of a golf trip making joking around about the crew getting sloshed prior to departure. A smile, chuckle and a "ya know, that's funny... But some of the other passengers might take you seriously and get nervous" worked wonders. No reason to make mountains out of mole hills.

 

[bailout]

I'm gonna have to disagree with you and Rez O. If any passenger mentions or asks that you guys have been drinking alcohol, or taking any type of drug ..Time to stop what you are doing and go piss test. In the event something goes wrong like an accident of any sort... The company is going to pull you both off-line pending a investigation, they will piss and blood test the crap out of you....Then you'll have to do a carpet dance with the Cps and whoever wants to sit in....

So in that even I would say, " Im sorry you feel that way. To make you feel safer, me and the crew will go take alcohol test."

That's protocol... Cancel the flight and go take a test.

 

[rumorhasit]

These answers are awsome, much appreciated!!! Even though I have worked for an airline (throwing bags etc.) for about 9 years I have never found myself in any of these situations. Its usually kissing the passengers a$$ over lost luggage, not drinking and questioning your integrity. Thanks again and keep the ideas coming please!!!:beer:

 

[flyboyzz1]

what airline are you interviewing for?

 

[hockeypilot44]

What do you do if you are cleared for takeoff, and the captain does not have his shoulder harness on?


Take yours off, it's going to be a good trip.

 

[Freeze_gopher]

A company wants to hear common sense from their point of view. A Captain who comes to work drunk, well he obviously has a serious problem (too much last night he should've banged in sick well before show time) they don't want to hear you make decisions for them. Think safety first and then let the company handle it. Obviously, beyond the interview things are different.

 

[rickair7777]

I'm gonna have to disagree with you and Rez O. If any passenger mentions or asks that you guys have been drinking alcohol, or taking any type of drug ..Time to stop what you are doing and go piss test. In the event something goes wrong like an accident of any sort... The company is going to pull you both off-line pending a investigation, they will piss and blood test the crap out of you....Then you'll have to do a carpet dance with the Cps and whoever wants to sit in....

So in that even I would say, " Im sorry you feel that way. To make you feel safer, me and the crew will go take alcohol test."

Yup, this is what you would do in the real world simply to cover your OWN azz. Otherwise pax complains later in the month...too late to clear yourself with a piss test, so you spend your days off carpet dancing and dealing with a company, and possibly FAA, investigation.

At an interview, the company might want you to "feel out" the pax to see if they are serious rather than delay the flight...it could takes hours to arrange a whiz0quiz at an outstation. Real world...everything comes to a screeching halt while I go CYA.

I saw this happen once to a DAL CA...poor guy had a new york accent with a slight speech impediment. Some pax made a joking comment, so off the CA went pee While we were waiting, the FO said it happens to him on a regular basis.

 

[rickair7777]

A company wants to hear common sense from their point of view. A Captain who comes to work drunk, well he obviously has a serious problem (too much last night he should've banged in sick well before show time) they don't want to hear you make decisions for them. Think safety first and then let the company handle it. Obviously, beyond the interview things are different.

Be careful...some companies use actual pilots to do interviews. They probably don't want to hire someone who's too eager to dime out out a fellow pilot. The safe answer is force the guy to call in sick (he will, if he doesn't, call the CP and the airport police) and call whatever pilot substance intervention program you have. Folloow up to make SURE the guy gets involved in intervention.

 

[Papa Woody]

(Didn't you know that all aviation questions can be properly answered by using lines from Star Trek, Top Gun, Star Wars, and in a pinch, Spaceballs?)

Scarface

"Say hello to my little friend!"

 

[CX880]

Any common sense answer will work, don't worry to much about CRM questions. Just make sure you don't ask them what would they do. Yes, people do actually ask the interviewers. I think that's probably the only way you can mess up that part of the interview. Which airline is it?

 

[BrownStreak]

These guys are all right about how to handle to booze issue. Don't ever sell the guy out but also don't make the company look bad..I'm sure you get the drift. You should probably have some answers in your mind for some "Tell me about a time when" questions, also. They always pull that stuff out and it's good to have thought it through beforehand. Just make sure your answers don't sound canned, they can spot that from a mile away. Good examples of these questions can be found on most interview forums....if you have to donate a few bucks to get access it's worth it! There is always lots of good info floating around from people that have actually done the interview already. Good luck! BTW, which regional is hiring right now? I heard Pinnacle is....but anyone else?

 

[CX880]

Well I know it's not Gojets because I've heard from a buddy they only ask if you know anything about the CRJ700, 10 minutes tops.

 

[Microclimates]

my .2c
be careful about stereotypes/pronouns... captains aren't always He's and FA's aren't always She's. especially in an HR situation, these kind of things count. easy fix is don't use pronouns: "I would ask the captain... or I would ask the FA...

good luck

 

[AC560]

Obviously, beyond the interview things are different.

To the original poster Freeze has it right. Most of these posts are in relation to what you do if the Captain shows up hammered after you get hired.

The interview process will be markedly different from reality.