Developing working relationships in a continuing airworthiness environment

This standard covers the skills and knowledge that you will need to develop and maintain internal and external working relationships whilst undertaking continuing airworthiness activities.

You will be required to promote working relationships with a range of people such as colleagues in your own group, people in other work groups, supervisors and managers and external contacts such as customers, suppliers, regulatory bodies or manufactures. You will be expected to deal with any issues or problems in an amicable and constructive way. You will also be expected to contribute to work activities by providing ideas and solutions and to find ways of resolving issues that cause concern and / or disagreement.

Your responsibilities will require you to always present yourself in a professional manner and comply with organisational policy and procedures at all times. You will be expected to report any problems that may affect working relationships that you cannot personally resolve, or are outside your permitted authority to the relevant people.

Your underpinning knowledge will be sufficient to provide a good understanding of the continuing airworthiness activities you are undertaking and how to develop and maintain good working relationships. You will be able to give an informed approach to the techniques that can be used to help maintain and develop good working relationships. You will understand how your actions will affect both internal and external working relationships.

Applying safe working practices will be a key issue throughout.

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1. work safely at all times, complying with health and safety and other relevant regulations, directives and other relevant guidelines
2. always present yourself in a professional manner in the workplace
3. provide information, advice and/or assistance politely, without causing disruption to your own or others work
4. inform relevant people about work activities with the appropriate level of detail
5. offer help and information to others promptly and willingly
6. respect the views, rights and opinions of others
7. respond to any agreed actions within the timescale established and inform the appropriate people if you are unable to do so
8. identify any problems in working relationships
9. deal with problems in a way which minimises the impact on your relationship and maintains the mutual respect
10. make sure that any actions that you take are within the limits of your own responsibility and authority
11. refer requests for information and/or assistance that are outside your authority/responsibility to the appropriate person
12. deal effectively with any working relationship problems within your control and report those that cannot be solved
13. ensure that any working relationship issues never impacts on the airworthiness of the aircraft and/or individual safety

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1. the roles and responsibilities of yourself and others for the Health and Safety of themselves and colleagues in the workplace
2. the requirements and importance of understanding and applying human factors as defined by the regulatory requirements and the potential impact if these are not adhered to
3. why it is important to present yourself in a professional manner in the workplace
4. what are the methods in your organisation that can be used to gain information, advice and help
5. the importance of presenting information clearly, concisely, accurately, timely and in ways that promote understanding
6. the different types of working relationship you are going to be involved with in your area of responsibility
7. principles and methods of effective communication and how to apply them
8. the roles and responsibilities of the individuals, departments and organisations that you need to work with and their roles and responsibilities they have in the continuing airworthiness activity
9. principles and methods of negotiation and influencing (people and outcomes) and how to negotiate agreements of mutual benefit
10. how to develop communication protocols with teams, other departments and external organisations
11. the importance of meeting your commitments and keeping people informed if you are unable to do so.
12. how to provide advice and technical support to help others meet their objectives
13. the types of issues and problems that might emerge between work colleagues, clients and other organisations and how to deal with them quickly, effectively and fairly
14. the impact on individuals and the organisation if areas of concern/conflicts are not dealt with as soon as possible
15. the specialist help that you may require in your area of responsibility, and how this can be obtained
16. the importance of effectively reviewing working relationships with clients and how to do so
17. how to identify, source and access training and development of team members in the processes and procedures relevant to them, and your area of responsibility
18. the extent of your own authority, and to whom you should report in the event of problems that you cannot resolve

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1. Develop effective working relationships with all of the following:

   1. immediate supervision/line management and/or managers/supervisors from other departments
   2. colleagues in same working group and/or outside work group
   3. external organisations (such as customers, suppliers, consultants, regulatory bodies or manufactures)            

2. Maintain effective, timely and accurate communication using all of the following methods:

   1. orally
   2. electronic communication
   3. company documentation

3. Establish the parameters of your working relationships and agree all the following:

   1. the aims and objectives of working relationship
   2. the resources each department/person will commit to the work requirement
   3. the actions each department/person will take and when
   4. the expected outcomes and/or levels of service within agreed timescales and schedules
   5. arrangements for communicating with each other and reporting progress or issues

4. Review the effectiveness of your working relationship at appropriate intervals and agree all the following:

   1. the extent to which the aims and objectives have been achieved in line with agreed outcomes
   2. any failures or issues, the reasons for these and ways of avoiding these problems in the future
   3. if any changes are required that would make your working relationship more effective and productive in the future
   4. implement any agreed improvements to working relationships

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You will be able to apply the appropriate behaviours required in the workplace to meet the job profile and overall company objectives, such as:

• strong work ethic
• positive attitude
• team player
• dependability
• responsibility
• honesty
• integrity
• motivation
• commitment

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2

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2024

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Current

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Original

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Enginuity

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SEMAE3360

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Engineer, Engineering, Engineering and Manufacturing Technologies, Engineering Technicians

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5234

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engineering; continuing; airworthiness; working; relationships; team; individual; respect; problems; parameters; review

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