We in business aviation are highly methodical and analytical. When we encounter problems, we use checklists and schematic manuals to assess the cause(s) and determine the process needed to restore the situation to normal. Pleasantly comforting indicators like green lights or the ability to answer “yes” to, “Is the fault removed?” reward our expertise and efforts.
But this pandemic is so unprecedented as to defy standard operating procedures. COVID-19 continues to affect people in different, but very personal ways. Still, if we are to recover to normal and retain the most important service that business aviation provides — safety — then we must continue to work this problem, with a special emphasis on Human Factors.
Depression, fear and anxiety have all risen — as have alcohol and drug use — as Americans struggle with uncertainty, both in home life and at work. Some of us may be more familiar with these factors than others: sickness, deaths of family members and/or friends, out-of-work spouses, children at home with remote school, job insecurity, etc. As such, a focus on human factors is essential in the recovery to normal, safe and efficient operations.
Some private aviation departments are having to adjust their newly-created “return to service” procedures in light of new regulations, outbreaks of new strains and vaccine rollouts and the continuing scarcity of face-to-face business meetings requiring corporate air travel. Some operators are service providers suffering business losses associated with the reduced air traffic. Other organizations are experiencing a strong volume of business in personal and charter flying, but still face staff engagement and productivity issues. It is crucial for management to ensure that individual team members feel connected, engaged and cared for, even if the methods of doing so cannot be the same as before COVID-19.
For example, an excellent way for leaders to directly engage with employees pre-pandemic was to walk around — leave their office and chat with individuals to get their thoughts and opinions on personal challenges, projects and company initiatives. Weekly in-person team meetings to disseminate and discuss immediate, medium and long-term goals were also common. Don’t let the challenge of physical distancing and PPE prevent these critical connections. Hangars provide great spaces to have informational meetings, training and group, or one-on-one, discussions while still remaining appropriately separated.
And though we are all a bit “Zoom-fatigued,” this and other digital platforms like WebEx and Microsoft Teams provide a much needed space to personally connect and share mission critical information. Include time for small group personal interaction whenever possible, purposely building time into online meeting schedules for people to chat, e.g. 15 minutes prior to the official start.
Recognize that the pandemic has cut us off from traditional ways of connecting with our teammates. The loss of casual chats by water coolers and in hallways and break rooms is personally isolating and also hampers communication and the informal sharing of tribal knowledge that keep our organizations running smoothly and safely. Personal interactions enable mentorship and networking, as well as renewing our spirit and strengthening social connections. Good leaders are creative and provide replacement opportunities to the extent possible.
Team building opportunities like Zoom cooking classes and cocktail mixing lessons — my personal favorite — promote camaraderie and fun. Safety Standdowns with neighboring operators conducted in large, accommodating spaces or held multiple times for small mixed-role groups promote safety and combat the problems of mistakes and complacency that can accompany slow times and lack of recent experience. Organization-wide Town Halls can be used to connect departments like Client Services, Sales, and Operations to foster seamless business processes.
Even the personal check-in phone calls you may have diligently made during early quarantine periods are still an effective tool.
Moving past the pandemic, we expect a deluge of activities that will bring people together. Events delayed will come back and the efficacy of in-person meetings coupled with the safety and privacy of business air transport will drive our industry’s value proposition even higher than before. In anticipation of this upcoming “green light/fault removed” status, make sure your people are feeling engaged, valued and prepared for safe, seamless operations.
