GE05 - HUMAN FACTORS

AWARENESS TRAINING

Training / Human Factors Awareness Training v4

December 24, 2019

swissport.com
FOLLOWING STANDARD OPERATIONAL PROCEDURES

HELPS US STAY SAFE EVERY DAY

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 HOUSEKEEPING
LET’S WORK TOGETHER…

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 HUMAN FACTORS TRAINING

00 Introduction

01 Motivation & Attitude

02 Human Behaviour
03 Communication Skills
04 Stress
05 Ergonomics
06 Effects of Psychoactive Substances
07 Fatigue Management
08 Time Pressure
09 Peer Management Pressure
10 Situational Awareness
11 Teamwork

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12 Conclusion
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 00 INTRODUCTION

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 SWISSPORT QHSE POLICY

HEALTH AND SAFETY

We are committed to Health and Safety and we will work with
determination towards our ultimate goal of: zero accidents, zero
work-­related injuries and illnesses. We believe incidents are
preventable and nothing is more important than keeping our
people, our customers and the people around us safe.

CARE
for each other, for our customers, for our working place, for our
equipment and the environment. We shall:
– Ensure everyone has the right skills, training and safe equip­ment
to avoid incidents and harm.

COMMUNICATE
openly and create an environment where everyone is
encouraged to challenge unsafe situations, communicate and
report them free from reprisal and fear.

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 WHY IS SAFETY TRAINING IMPORTANT?

Reducing human suffering

Reduce the cost of incidents (around $6 billion / year in the air

transport industry; around $15 million / year for Swissport).

Improve performance and promote a culture of safety and respect.

Our safety performance can attract customers or cause us to lose

them.

We want everyone to come home safely after work.

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HUMAN FACTORS:
WHAT IS IT ALL ABOUT?

People aren’t perfect!

People all have weaknesses and make mistakes.

When we recognize our weaknesses in ourselves

and in others, we can make fewer mistakes!

If we make fewer mistakes, we cause fewer problems

for ourselves and for others.

In which work situations do we have experience making mistakes? Please give

some examples!

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TRAINING OBJECTIVES

1. Recognize and understand the human factors described

in the IATA Airport Handling Manual.

2. Learn to manage and cope with them

3. For supervisors and managers: understand the

responsibility related to the human factor within teams.

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 01 MOTIVATION AND
ATTITUDE

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 MOTIVATION AND ATTITUDE
Likelihood of incident

Length of service (Typically 5 years or 10000 hours)

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 COMPLACENCY

• We become jaded, we become less attentive

• We become overconfident.

• Although we are experienced, we must stay on our toes!

• Just because there were no accidents yesterday, it does not mean we

are safe today.

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 COMPLACENCY

Reflections indicating complacency are, for

example:

• It's not my responsibility.

• There's nothing I can do for others.
• I’m driving a little fast, so what?
• This colleague is skilled and knows what they
are doing, I don't have to worry about it!

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 02 HUMAN BEHAVIOUR

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HUMAN BEHAVIOUR

You have to want to be safe, rather than have to be.

Be proactive to stay safe, rather than reactive.

Mechanical Failure 20%

Organizational
Everyone is a part of safety culture: agents, supervisors,
managers, management
failure and Human
error 80%
«Accidents are organized!»: together, we let the conditions come
together that cause accidents.

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 03 COMMUNICATION
SKILLS

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MESSAGE AND COMPREHENSION

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MESSAGE AND COMPREHENSION

Only 30% of the

Communication is information in a verbal
verbal and non- conversation is
verbal. retained.

Sender Receiver

Body language and We often only

verbal tone express remember the
more than words. beginning and the end.
JARGON

Not everyone understands jargon.

Misunderstandings can occur when you assume everyone understands the same thing.

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ORAL COMMUNICATION

Only communicating orally can lead to mistakes!

The scene:
The required amount of fuel is communicated from the the Pilot to the
representative (personally), then to the Loadmaster (by mobile phone), and
then to the fuelling truck driver (by Radio).

The Plane is loaded with 60 instead of 50 tons of Fuel. 10 000 kg

overload!
Important information like numbers must be communicated in writing

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HOW CAN WE COPE?

• Never make assumptions.

• Reconfirm if you have any doubts.

• Validate and confirm that you have
understood correctly. If necessary, repeat
what you have understood.

• Be confident but double check!

• Keep it simple.

• Do not rely on a single method of

communication.

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 04 STRESS

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 No time
Angry STRESS
Fear
Time t
Worry Debt
em e n
manag Anxiety ue Dread
Depressi
on Overd
Work lo
ad
No sleep Stress
Tire d
le
Irritab
• ...is the inability to deal with a threat.
• ...is a reaction similar to a physical and mental fight or flight.
• ...creates a feeling of helplessness
• ...can result from time pressure

What are the two types of Stress?

Acute stress: intense and brief.
Chronic stress: prolonged.

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HOW TO COPE WITH STRESS?

Learn how to Get Eat

Reduce
do your job enough healthy
stressors
well sleep food

Relax your Plan ahead!

Exercise hands and face Have a
regularly! and count 10 realistic
Manage
breaths attitude
your time

Other ideas?

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 05 ERGONOMICS

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ERGONOMICS

Machines
Ergonomics is the Human Factor which Our equipment
deals with the interaction between people
and their workplace:
Method
Our SOPs
• Human mind and body
• The tools we use («Machines») Humans
Our mind
• The things we work with («Material») and body
• How we work («Method»)
• Our work environment Our work Material
environment What we work with

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ERGONOMICS

• Improperly positioned equipment

• Inappropriate equipment.
• Inappropriate use of equipment
• Inappropriate movement of the body

Use the equipment you have at your disposal as it is intended

In case of problems, don’t just «live with it»: it must be corrected

before it leads to situations that put the team in danger!

Talk to your supervisor to help fix problems!

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 WORKSTATIONS
OFFICE POSTURE

A 350-600 mm (700 max) A

B Eyes cast down at angle of 15° to 20° approx B

C Fully adjustable seating

E
D Stable base

E Wrist supports G F
F Approximately 90°

G Thigh clearance C
H D
H Footrest if required

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MANUAL HANDLING

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 06 PSYCHOACTIVE
SUBSTANCES

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 PSYCHOACTIVE SUBSTANCES
(DRUGS & ALCOHOL, CERTAIN
MEDICATION)

Cause changes
Alcohol, drugs, in perception Safety Risk!
medication and reactions

Every employee is required to start work in a state of sobriety: 0.0‰

blood alcohol.

All alcohol and drug consumption is prohibited during work, including

breaks.

Ask your doctor or pharmacist about the effects of certain medications!

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PSYCHOACTIVE SUBSTANCES CONCERNING
DRUGS AND ALCOHOL

Around 4% of the working population have an alcohol addiction. It is

an illness which can cause serious harm to the person and to their
co-workers.

Swissport’s policy is to support our staff with drug or alcohol related

illnesses. The subject is treated with medical professionals and in
confidentiality.

For Supervisors:
If someone approaches you seeking help, or if you need advice
on how to approach someone you believe needs help, contact
your HR or QHSE department.

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 07 FATIGUE

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 FATIGUE

Under what circumstances can you be a victim of fatigue?

• Insufficient sleep
• High workload (high season)
• Low work stimulation (boredom)
• Longer travel times
• Second Jobs
• Physical or intellectual discomfort

Consequences
What do you think are the symptoms of fatigue?

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SYMPTOMS
Appetite Low
Halluci-
disorders concentration
nations
Impaired Decreased
hand-eye immune Head
a ches
coordination system

Mood swings Dizziness

Reduced
Short-term situational Irritability
memory loss awareness

Blurred
Sleepiness vision

Low
er Altered motivation
Slow s Slower
xe decision
refle reactions
making and Pain
judgment
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THE CAFFEINE CYCLE

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 HOW TO COPE WITH FATIGUE

• Watch out for those who are tired

• Sleeping enough is a major challenge with our schedules!
• Get enough physical exercise
• Take a break or a powernap (close your eyes for even a few minutes)
• Avoid «blue light» before going to bed

If you feel tired:

 Double check your work
 Take more time for safety-critical tasks
 Report it to your colleagues
 If you are driving home: take a nap if you feel
fatigue

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 08 TIME PRESSURE

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 TIME PRESSURE

The wrong understanding of speed:

• By rushing, you make more mistakes
• Therefore, progress is slower.
• We create more risks.

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 HOW TO COPE WITH TIME
PRESSURE?

Relax from time to time

A situation is experienced through sensations, emotions and thoughts.

We can use it to change our reactions:

• Breathe in deeply and exhale slowly.
• At the same time, release the tensions in the face, hands, and upper
body.

 This will help to restore calm.

 As a result, you will regain a better ability to think.

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 HOW TO COPE WITH TIME
PRESSURE?
For example by car:

If my goal is to arrive for a given time:

 slowdowns cause frustration and tension.

If my goal is to get to my destination:

 slowdowns are accepted as part of the process.

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HOW TO COPE WITH TIME PRESSURE?

Accepting «non-control», learning to let go

In operations, we depend on many other actors to perform a task, start a flight, etc. It is not possible for
us to control everything.

Let go, accept that you don't have control over everything, be confident that everything will be fine.

Yes Yes

Do we have a Can we do
problem at anything Then why
work? about it? worry?!

No No

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HOW TO COPE WITH TIME PRESSURE

Accepting «non-control», learning to let go.

Click to play movie

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HOW TO COPE WITH MAKING MISTAKES?

Fear of making a mistake

Gain confidence in your abilities.

You are trained for your tasks. If in doubt, ask!

Did you make a mistake?

You are neither the first nor the last. Speak up immediately!
you can count on your colleagues to help you.

We stand together in the spirit of Just Culture:

No one will be blamed or punished because of reporting
mistakes on time or any unintended errors. But gross
negligence, willful violations and destructive acts will not be
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tolerated.
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 09 PEER PRESSURE

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PEER PRESSURE

Peer or Group Pressure can come from :

• Colleagues (peers)
• Superiors
• Airline personnel
• Customers

This pressure can divert you from the procedures.

You can always say NO!

You can't always avoid peer pressure, but you can

react better:
• Discuss your concerns with your team and
supervisor; discuss the consequences of a
mistake.
• Follow the correct procedure.
• The person who tells you to "hurry" is wrong.

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 10 SITUATIONAL
AWARENESS

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COPING WITH DISTRACTION

At work or in private life, we must stay alert and

not just «go through the motions».

Routine and distraction can be a cause of

accidents.

Click to play movie

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COPING WITH TUNNEL VISION

• Avoid the "tunnel" effect: keep an overview! Even if you are focused on a task, stay aware of your
surroundings!
• Perform an effective visual scan.

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 11 TEAMWORK

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TEAMWORK

• We work together, we succeed together.

If we make mistakes, we fail together too.

• A good team needs good "players".

• Improving yourself will improve your team.

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TEAMWORK

• Include all team members in

briefings. Participate actively!
• Develop a plan together.
• Ensure that everyone has a
common understanding.
• Set and communicate high
expectations.
• Always show solidarity, both within
your team and between units!

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 12 CONCLUSION

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CONCLUSION

People aren’t perfect: we must be mindful of our

shortcomings.

Can you remember all 11 Human Factors?

Which one are you most sensitive to?

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COMPLY WITH OUR SOPS
A BIG PART OF WORKING SAFELY!

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THANK YOU
FOR YOUR ATTENTION

swissport.com