異類之不一樣的成功啟示錄 第133期:改進舒緩語氣的使用方式

Combating mitigation has become one of the great crusades in commercial aviation over the past fifteen years.

在過去的15年里，飛行界最大的變革就是改進舒緩語氣的使用方式。

Every major airline now has what is called "Crew Resource Management" training,

目前每個主要航線都為隊員提供“人力資源管理”培訓，

which is designed to teach junior crew members how to communicate clearly and assertively.

培訓的主要目的就是便于讓下級可以更直接果斷地同上級溝通。

For example, many airlines teach a standardized procedure for copilots to challenge the pilot if he or she thinks something has gone terribly awry.

舉例來說，每個航線都會教授副駕一套標準的溝通程序。當他們發(fā)現(xiàn)問題時，就主動向機長提出意見。

"Captain, I'm concern about..."

“機長，我認為…… ”

Then, "Captain, I'm uncomfortable with..."

然后，“機長，我感到不舒服因為…… ”

And if the captain still doesn't respond, "Captain, I believe the situation is unsafe."

并且如果機長仍然沒有作出反應，“機長，我認為我們正在處在危險之中。”

And if that fails, the first official is required to take over the airplane.

如果還是沒有效果，那么副駕就要接替機長來駕駛飛機。

Aviation experts will tell you that it is the success of this war on mitigation as much as anything else that accounts for the extraordinary decline in airline accidents in recent years.

飛行專家將會告訴你，近些年來，在飛機出現(xiàn)意外情況的最后關頭，這種漸進性的建議程序，同其他的挽救措施一樣，起到了同樣的作用。

"On a very simple level,

“從簡單之處著手，

one of the things we insist upon at my airline is that the first official and the captain call each other by their first names," Ratwatte said.

我們阿拉伯皇家航空公司一直都堅持副駕和機長之間以姓氏來稱呼。”懷特瓦特說，

"We think that helps.

“我們認為這很有幫助，

It's just harder to say, 'Captain, you are doing something wrong,' than to use a name."

當副駕指出錯誤時，比起稱呼姓名，他很難開口說，“機長，你錯了”。

Ratwatte took mitigation very seriously.

懷特瓦特認為舒緩語氣是件不容忽視的問題，

You couldn't be a student of the Avianca crash and not feel that way.

每一個了解阿維安卡事故的人都會受到很大觸動。

He went on, "One thing I personally try to do is, I try to put myself a little down.

“在工作中，我一直保持低調(diào)，

I say to my copilots, I don't fly very often.

我對我的機組人員說，‘我飛行次數(shù)不多，

Three or four times a month.

一個月只有三、四次而已，

You fly a lot more.

你可能飛得更多。

If you see me doing something stupid, it's because I don't fly very often.

因此如果你認為我做的某個決策是錯誤的，那是因為我飛的不夠多，

So tell me. Help me out.

所以請告訴我，幫助我。’

Hopefully, that helps some speak up."

很有可能，這會讓他們講出自己的想法。”

Back to the cockpit of Avianca 052.

讓我們再回到阿維安卡52航班的駕駛艙看看。

The plane is now turning away from Kennedy, after the aborted first attempt at landing.

當飛機第一次著陸失敗，飛機飛離肯尼迪機場時，

Klotz has just been on the radio with ATC, trying to figure out when they can land again.

克魯茲曾同ATC通話，詢問再次著陸的時間。

Caviedes turns to him.

卡維德轉(zhuǎn)向克魯茲。

Caviedes: What did he say?

卡維德：“他說什么？”

Klotz: I already advise him that we're going to attempt again because now we can't..."

克魯茲：“我已經(jīng)向他提出建議，讓我們再試著著陸，因為我們現(xiàn)在已經(jīng)不能……”

Four seconds of silence pass.

四秒鐘的沉默。

Caviedes: Advise him we are in emergency.

卡維德：“告訴他，我們處在危急之中。”

Four more seconds of silence pass.

又一段四秒種的沉默。