Confronting Mistakes

JAN U. Hagen is a member of the faculty and director of Open Enrolment Programs at ESMT European School of Management and Technology, Berlin, Germany. His research and teaching focus on leadership, error management, and crisis management; he is particularly interested in the way teams and organizations deal with errors. A pilot himself, he has been studying the interaction of flight crews in the cockpits of airline and military aircraft for several years as part of his research. In addition to his academic work, Jan has more than 15 years of management experience in the European financial services industry. He received his doctoral degree in business administration from Freie Universität Berlin.

Introduction: Why Errors Matter PART I Case 1: New England Air (NE) 248 Too Scared to Ask Case 2: Japan Airlines (JAL) 8054 Hope Replaces Action Case 3: Birgenair 301 Authority and Mental Framing Case 4: KLM 4805 The Pressure of the Captain's Mood Case 5: United Airlines 173 Silent Power Case 6: Avianca 052 Encouragement is not Empowerment PART II Crew Resource Management Transforming the Captain's Position – but Preserving the Hierarchical Structure Surprising Side Effects Led to a Breakthrough PART III Case 7: United Airlines 811 Copilot Takes Charge Case 8: United Airlines 232 Flexible Team Enhancement Case 9: Successful Error Detection and Correction Copilot Overrules Captain Case 10: Czar 52 Limits of CRM