Improve your skills and techniques when obtaining safety information directly from individuals or groups or when taking part in an investigation into an aviation incident or accident.
This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.
- This classroom course provides 5 days (40 hours) of instruction delivered by an official IATA Instructor.
- There are no prerequisites for this course
- Recommended level is Management and Professional
- The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or equivalent for other languages.
What you will learn
Upon completing this course you will be able to:
Understand the roles of the interviewer and witness
Understand the principles of communication to overcome common obstacles
Manage inter-personal and intra-personal responses
Interpret verbal and non-verbal communication
Acquire a general methodology for interviews
Perform interviewing and flashback techniques through practical exercises in the classroom
- Characteristics of a witness
Characteristics of an interviewer
- Principles of communication
- Transmission channel theory
Personal aspects: cognitive, affective, conative and physical characteristics of a witness
Communication levels: instrumental, incidentals, consumable
Obstacles to the communications: individual background references and values, social distance
Managing inter-personal and intra-personal responses
Psychological field of operation
Recognizing and managing communication styles
Principles of transactions.
- Non-verbal communication
- Territory, zones, distances
Body language and facial expressions
Concordance and discordance
- General methodology of an interview
- Types of interviews
Listen and learn: facilitation techniques, how to cope with silences
Dialogue management: Flashback techniques, how to ask questions
- Practical interview exercises
- Video-taped role playing: Investigation of an incident, based upon the collection of information from a variety of witnesses
Practicing the adjustment to the witness personally and communication style
Paying attention to voice intonations, facial expressions, body language, silences and interruptions
Practicing flashback techniques and questioning to support the dialogue
Who should attend
Personnel involved in the aviation Safety Management System (SMS) who:
Need to obtain safety information directly from individuals or from groups
Take part in aviation incident or accident investigations
An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.
This course is a step toward earning an IATA Diploma in:
About IATA Classroom Training
We train more than 10,000 aviation professionals annually through our global network of IATA Training Centers, Regional Training Partners, and in private in-company sessions. Our 200+ classroom courses are developed using IATA’s unique industry insight and delivered by IATA Instructors, experts in their fields. More
Graduates of this course can apply for the Harvard ManageMentor© (HMM) distance learning program at a special graduate price.