Abstract

Both on the ground and in the air, attention to detail can make all the difference between safety and disaster. Focused on pilots, Eva van der Fluit investigates what is needed in order to align the perspectives of all professionals they collaborate with so as to facilitate solid judgment and sound sense-making as the basis for their actions. This can lead to disagreements and conflict, which is not necessarily bad when they can manage, constructively, the pinnacle of differing paradigms at crucial moments. This can be defined as the sweet spot of conflict. This spot represents the essential moment at which all perspectives come to the table, are exchanged and lead to new insights. It takes special skills to manage such a process, many of which can be seen as mediation skills. If pilots, most often the captain, can successfully keep the communication process focused on the content and if they do not make it personal, the sweet spot may result in achieving a coordinated outcome, supported by all involved. The way pilots manage what is known as beginning conflict (as distinct from escalated conflict) has attracted the attention of other professionals such as doctors, lawyers, accountants and board members. Even at the lowest level of an organisation, important lessons may be learnt from the best practices developed in the airline industry.