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Conflict Management in Aviation


Conflict Resolution

Conflicts occur whenever there are disagreements between an individual or communities. When a person highly oppose each other's ideas a issue may start. Turmoil can start anytime and at any place between anyone. A conflict results verbal quarrels, abuses and also spoils romantic relationships. What should be mentioned is no matter how you manage your organization conflicts may happen no matter what. Conflicts are always not bad for an organization. If monitored properly conflicts can generate a positive end result to the business.

Different skills are being used by the authorities to solve conflicts. Discussed below are few strategies used to control conflicts.

  1. Accommodating- this strategy essentially provides opposing aspect what it wants. The usage of accommodation often occurs when one of the parties wishes to keep the peace or treats the problem as minimal.
  2. Avoiding- The avoidance strategy will try to put off discord before it happens. By delaying or overlooking the conflict, the avoider hopes the problem resolves itself with out a argument. Those that actively avoid discord frequently have low esteem or maintain a posture of low power. In a few circumstances, steering clear of can serve as a profitable turmoil management strategy
  3. Collaborating- This works by joining ideas lay out by multiple people. The primary objective of the strategy is to discover a creative solution suitable to everyone. Cooperation, though useful, takes significant time and energy to be solved
  4. Compromising- This strategy typically demands both sides of any conflict to stop in order to establish an acceptable solution. This plan prevails frequently in conflicts where the parties hold roughly equivalent power.
  5. Competing- This plan usually results where one area wins and other loses. Highly assertive personalities often fall back again on competition as a discord management strategy. Although this isn't the best solution for a issue it is greatly utilized by the management to resolve conflicts.

On the topic of discord management George Kohlrieser state governments that, 'Issue management plays a very important role at workplaces to prevent conflicts and for the employees to concentrate on their work. The team market leaders must ensure that the tasks and responsibilities of the employee are plainly passed on to them. '

Managing conflicts is very essential for the business because if not dealt with properly they make a difference the productivity of the business output. Training the personnel of such situation can be beneficial to the organization by many ways. If the necessary training is directed at the staff the conflicts can be averted and be taken care of in a far more professonally executed manner. The workplace would also feel the importance of turmoil management and also would ensure that you donate to prevent it no matter what.

Merit 02

Conflict Transformation

One perception of a conflict is that it could be good for the business. If a discord has appear it is verily due to one of the weakness within the business. Once this weakness is determined the organization or business is able to rectify it and function better. Conflicts are categorized into two as long term and short-term. Short-term conflicts can be relatively easily resolved while long-term conflicts require non-negotiable conditions that tend to resist resolution. Issue may be a burden to the organization if it will go lasting. As we've reviewed before, an unresolved issue may have an impact on the efficiency of the business and would cause the downfall of the business.

The following text messages are taken from Difficulties of negotiating long term concerns (2010), 'to protect the future interests with their business, negotiators sometimes must agree to fewer benefits or absorb higher burdens in the short run to optimize the value to all relevant gatherings - including future employees and shareholders - as time passes. '

If the issue is not fixed the organization would take every possible measure to solve it. Negotiators are earned by the business if there is no short term solution for the conflict. This measure is considered by the business to avoid the conflict to be always a long term one because it would then turn into a more technical problem. The negotiators would make an effort to accept the demands put up by the parties who are affected even if it's not highly beneficial for the business.

If a conflict does turn into a long term issue it might be a highly intricate problem for the organization to solve. Then the organization would need to make sure to have constant relationship with the gatherings who are involved so the turmoil can be fixed without any further due.

Distinction 02

Reasons for a conflict

Reason for discord- The subordinate of the airline seems ignored by the superior and complains that the company is not bothered about the physical welfare of the individual and also feels that he is unhappy with the come back he gets on all the effort he puts in.

Solution- The best solution the superiors will come up with is to first have a meeting with the sub ordinate to discuss the issue. Here they can discuss all the problems the individual is going through and a remedy for it. Because the subordinate feels that he's occurrence is not felt by the airline, the superior should have them engaged during any decision making procedure for the business. Airlines also needs to have meetings and agendas to go over the problems of the company and its own employees. In this way the business is able to build a rapport between your superiors and its own sub ordinates. This would make the employees that their idea is looked into and they feel that they too are important assets of the company.

Since the staff feels that he doesn't get enough return for all the hard work he places into, the airline chooses to pay him extra for every additional hour he works. They also decide to give him an allowance for transfer since he could have to travel late in the night during overtime.

The airline should make sure when giving solutions that the other employees are also cared for fairly. Therefore before coming up with the answer the airline should examine the operations first and then provide the solution after pondering wisely because an unresolved conflict could hamoer the production of the airline.

Task 04


Tokyo Convention

This convention is also known as Convention of Offences and certain other serves committed on board of the aircraft. This was basically an international treaty which concluded at Tokyo on the 14th of Sept 1963. The Convention is valid to offences against penal regulation and also to any act which will jeopardize the protection of people or property on board civilian aircraft while in flight. Coverage includes the commission payment of or the motive to commit offences and certain other serves up to speed aircraft documented in a Contracting State in-flight on the high seas and any other areas beyond the territory of any Express in addition to the airspace owned by any Contracting Talk about. Offender jurisdiction may be exercised by Contracting Areas apart from the State of Registry under limited conditions. For the first time in the history of international aviation legislations this convention identified certain capabilities of the aircraft commander who on international flights may restrain anybody he has fair cause to believe is committing or is going to commit an offence liable to interfere with the safety of people or property up to speed or who's jeopardizing good order and willpower.

The Hague Convention

TheHague Hijacking Convention(formally theConvention for the Suppression of Unlawful Seizure of Aircraft) is multilateral treatyby which expresses agree to prohibit and punishaircraft hijacking. The convention does not apply to traditions, police or armed service aircraft, thus it applies only to civilian aircraft. The convention concludedon 16 December 1970, the convention has currently has 185 express functions. The convention only addresses situations where an aircraft takes off or lands in a location different from its country of registration. The convention models out the rule that a get together to the treaty must prosecute an aircraft hijacker if no other status requests his or herextraditionfor prosecution of the same crime.

Montreal Convention

This convention was officially known astheConvention for the Unification of Certain Rules for International Carriage by Air. This convention was signed by 105 get-togethers on the 28th of May 1999. It amended important requirements of theWarsaw Convention guideline concerning compensation for the victims of air disasters. The Convention endeavors to re-establish a new set of rules relating to the international carriage ofpassengers, baggageand cargo.

The following text messages were extracted from Controlling disruptive passengers (1998), 'Unruly and violent passengers create an enormous safety risk to the aircraft and its passengers. They can also prove to be very costly to airlines. In some cases, captains have been compelled to divert a flight to eject the violent passenger. English Airways has said that the average cost of an unscheduled getting is 40, 000 pounds sterling. '

Airlines try their finest when managing disruptive passengers because in aviation or any other business customer is recognized as king. When it comes to airlines, they ensure that you follow the precise recommendations provided to by IATA. Airlines are encouraged not to take drunken passengers in the aircraft. During flight if the airline feels that a passenger is getting too drunk, they can won't serve them more alcohol since it could make them unruly later on. Unruly and disruptive passengers are not tolerated by airlines because they can jeopardize the safety of aircraft, therefore airlines follow a rigid set of rules as it pertains to controlling them. The airline staff can go directly to the extent of eliminating a disruptive passenger if they are trying to enter in the cockpit forcefully. In slight cases such as verbal or physical abuse the cabin personnel would use constraint belts to tie up up the passenger.

Merit 03

Aspects of Conflict

There is a theory stating that issues have its own life cycles. At first stage it could not be that effective then during transformation it would reach an psychological level and event may lead up to a violent climax and then disappears and frequently reappears again. There's a reason why and individuals or teams have goals:

  • Goals may be mismatched (not the same as each other)
  • When goals are mismatched an issue would happen.
  • A party with unrealized goals would feel frustrated
  • Frustration then would lead to aggression which would also lead to verbal or physical violence.
  • This assault would affect discord with the goals and goals.

In this way a issue would never be resolved. A straightforward conflict may incorporate with other conflicts and turn into a very complex situation where in fact the solution can be complicating,

On the topic of conflict change Johan Galtung claims that, 'a issue may almost get eternal life, vexing and waning, disappearing and reappearing, the original, root, discord recedes in to the backdrop like when wintry war attention centered usually on such method of damage as nuclear missiles.

Conflicts have both life-affirming and life-destroying aspects. Once produced, conflicts undergo a number of transformational processes. . Conflict transformation can be involved with five specific types of transformation, focusing after the structural, behavioral and attitudinal areas of conflict:

a. Celebrities- modifying celebrities' goals and their method of pursuing these goals, including by strengthening understanding as to the causes and repercussions of their individual actions;

b. Contexts- challenging this is and perceptions of turmoil itself, specially the respective behaviour and understandings of specific celebrities towards each other;

c. Issues- redefining the problems that are central to the prevailing turmoil, and reformulating the position of key stars on those very issues;

d. Rules- changing the norms and guidelines governing decision-making at all levels in order to ensure that issues are handled constructively through institutional channels;

e. Buildings- changing the prevailing framework of relationships, electric power distributions and socio-economic conditions that are inserted in and advise the conflict, thereby affecting the fabric of relationship between recently incompatible stars, issues and goals.

For conflict change to occur, tensions between get-togethers to the issue must be overcome by making certain all actors discover their hobbies not through assault. Conflict transformation appears beyond clear issues and is seen as a creative problem-solving. Discord transformation involves a third party, to be able to help celebrities modify their psychological views on the 'Other', therefore helping to breakdown divisions between the two parties mixed up in conflict.

Distinction 03

Policy Regarding Unruly Passenger

Unruly and disruptive passengers are normal view which occurs in airports and also during flights. Passengers usually become unruly when they are drunk. Flight delays and or poor customer support are few other contributory factors for disruptive passengers. Airlines usually try their best to avoid such situations since it could affect the goodwill of the airline. Therefore airlines cope with these cases with much precaution because they are highly sensitive.

The following text messages are extracted from Disruptive passenger behavior, 'The issue of unruly passengers is continually increasing within the airline industry. Although unruly passengers signify only a minute proportion of your passengers as a whole, we must never forget that one ambitious passenger can jeopardize safety on board. '

Airlines try to take immediate solution when controlling unruly and disruptive passengers given that they could jeopardize the safety of the aircraft. When it comes to handling these circumstances airlines usually follow the guidelines provided by IATA regarding controlling unruly and disruptive passengers.

If the pilot in command word feels that that the passenger did or is going to do anything which might jeopardize the safety of the aircraft the pilot is eligible for take sensible measures

  • To protect the safety of the aircraft.
  • Protect individuals on board
  • Disembark unruly or violent passengers.

Such strategy could include actually restraining the violent passengers. Every acceptable effort to safeguard passengers against any offences by unruly and disruptive passengers should be made. Passengers who will tend to be unruly and disruptive must be carefully supervised, and when necessary, refused embarkation. The flight crew is also trained to handle violent passengers. Alcohol is known as to be one of the root causes for unruly passengers therefore the crew ensures to keep an eye on the habit of the passengers who ingest alcohol. They also make sure you stop offering alcohol to passengers whom they feel will go to a express of drunkenness.

Airlines make sure to cope with disruptive and unruly passengers within an appropriate manner so the passenger's feelings aren't hurt because in simple fact the client is king as it pertains to any business.

Reference Page


  • Conflict Management (2005) by George Kohlrieserpg5

Available at:

<http://www. imd. org/research/publications/upload/PFM149_LR_Kohlrieser. pdf?MRK_ CMPG_SOURCE=webletter-july-07>

  • Handling disruptive passengers (1998) by Martin Pittpg9

Available at:

<http://www. ukfsc. co. uk/files/Safety%20Briefings%20_%20Presentations/Cabin%20Safety%20-%20Disruptive%20Passenger%20Guide. pdf>

  • Conflict change (2000) by Johan Galtungpg10

Available at:

<http://www. transcend. org/pctrcluj2004/TRANSCEND_manual. pdf>


  • Challenges of negotiating permanent concerns (2010) by Pon Staffpg 6

Available at:

<http://www. pon. harvard. edu/daily/conflict-management/conflict-management-the-challenges-of-negotiating-long-term-concerns/>

  • Disruptive passenger action (1998) by Tim Chealpg 12

Available at:

<http://www. ad-aero. com/airrage_causes. php>

  • Distruptive passenger action Pg 12

Available at:

<http://www. hemmingfire. com/m/fullstory. php/aid/1702/Fight_or_flight. html>


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