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16.5.10 The Human Factors Guidelines for Safety Audits Manual (Doc 9806) also provides guidance
for training about human performance relating to passenger cabin safety duties including flight crew — cabin
crew coordination.
16.5.11 The Human Factors Digest No. 15 — Human Factors in Cabin Safety (Cir 300) provides
guidance on Human Factors in teams with an emphasis on working in the cabin environment. Other
chapters address communication and coordination aspects, as well as handling abnormal events.
Operator’s Flight Safety Handbook (OFSH) — Cabin Safety Compendium
16.5.12 Recognizing the challenge of initiating a cabin safety programme, several major operators and
key industry representatives developed a systematic approach to the management of cabin safety. The
Cabin Safety Compendium to the OFSH extends safety management systems to include the cabin. The
Compendium documents proven safety practices built on worldwide experience. In addition to outlining
routine and emergency safety procedures, it includes several appendices containing reference material,
examples of checklists, minimum equipment lists, etc.
Managing cabin safety
Commitment
16.5.13 The provision of cabin service may be viewed as a marketing or customer service function;
however, cabin safety is clearly an operational function. Corporate policy should reflect this, and
management needs to demonstrate its commitment to cabin safety with more than words. Common
indicators of management’s commitment to cabin safety include:
a) allocation of sufficient resources (adequate staffing of cabin crew positions, initial and recurrent
training, training facilities, etc.);
Chapter 16. Aircraft Operations 16-23
b) clearly defined responsibilities, including the setting, monitoring and enforcing of practical SOPs for
safety; and
c) fostering of a positive safety culture.
Positive safety culture
16.5.14 Creating a positive safety culture for cabin crew begins with departmental organization. If, as
in many airlines, the cabin crew receive their principal direction from marketing rather than from the flight
operations department, the focus of cabin crew will probably not be on cabin safety. Other considerations for
the promotion of a positive safety culture include:
a) the relationship between flight crew and cabin crew, for example:
1) spirit of cooperation, marked by mutual respect and understanding;
2) effective communications between flight crew and cabin crew1;
3) regular review of SOPs to ensure compatibility between flight deck and cabin procedures;
4) joint pre-flight briefings for flight crew and cabin crew; and
5) joint debriefings following safety-related occurrences, etc.; and
b) cabin crew participation in safety management:
1) involvement of the safety manager in cabin safety issues;
2) avenues for offering cabin safety expertise and advice (safety committee meetings, etc.);
3) participation in developing policies, objectives and SOPs affecting cabin safety; and
4) participation in company’s incident reporting system, etc.
SOPs, checklists and briefings
16.5.15 As in flight deck operations, cabin safety requires strict adherence to well-thought-out and
practical SOPs, including the use of checklists and briefings of cabin crew. Procedures include, but are not
limited to the following: passenger boarding; seat assignment; stowage of carry-on baggage; emergency exit
accessibility and availability; passenger safety briefing; service equipment storage and use; emergency
medical equipment storage and use (oxygen, defibrillator, first aid kit, etc.); handling of medical
emergencies; non-medical emergency equipment storage and use (fire extinguishers, protective breathing
equipment, etc.); in-flight emergency procedures (smoke, fire, etc.); cabin crew announcements; turbulence
procedures (including securing the cabin); handling unruly passengers; emergency evacuations; and routine
deplaning.
1. As a result of security measures requiring the flight deck door to be locked during flight, extra effort is required to maintain effective
on-board communications between the flight crew and cabin crew.
16-24 Safety Management Manual (SMM)
16.5.16 Procedures for Air Navigation Services — Aircraft Operations (PANS-OPS, Doc 8168)
includes guidance material on SOPs, checklists and crew briefings. The OFSH Cabin Safety Compendium
also includes guidance for establishing safe procedures for both normal and emergency operations.
Hazard and incident reporting2
16.5.17 Cabin crews must be able to report hazards, incidents and safety concerns as they become
aware of them without fear of embarrassment, incrimination or disciplinary action. Cabin crew, their
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Safety Management Manual (SMM) 安全管理手册(121)
