Safety First-情境模擬教學對空服員年度複訓之學習成效

Abstract

根據維基百科的數據顯示，每十億千米的出行距離，飛機的死亡率僅0.05，相比之下，轎車的死亡率達到3.1，是飛機的三倍。以上的數據，似乎都已證實了「飛機是最安全的出行方式」的觀點。雖然飛機的事故率確實要比汽車、火車、輪船等交通工具要低不少，但是這樣的比較卻恰恰忽略了一個最重要的點，那就是飛機失事常在瞬間，再加上如果飛機在高空失事，除非能順利迫降，否則一旦墜毀往往同時引發爆炸，旅客生還機率極小。而發生意外的同時，機組人員的正確判斷及即時反應格外顯得極為重要。情境模擬教學在醫學界及飛行訓練行之有年，而其教學成效和益處在各項研究中也多次被提到，然而情境模擬教學在空服員的緊急狀況演練中一直都是擔任最重要的訓練方式，但卻極少其相關研究。因「T」航空公司為本國唯一一間低成本航空，在硬體設備上較傳統航空較為不足。如何在有限的資源下，得到有效的訓練成果。故此研究以「T」航空公司空服員年度複訓為例，作情境模擬教學成效之探究。本研究目的為：ㄧ、透過Kirkpatrick學習評估模式探討情境模擬教學課程設計對空服員年度複訓之成效。二、綜合不同空服員觀點，評核在訓練上之課程內容安排、訓練場地設備、講師教學、學習心態上之現況滿意度，以提供未來空服訓練部門的教學方向建議。3.依研究結果提出建議，提供未來其他低成本航空在空服員培訓中之借鏡。本研究以Kirkpatrick的四層次學習評估模式為基礎，進行量化的研究。問卷設計以Kirkpatrick學習評估模式為依據，包含反應層次、學習層次及行為層次來設計前後測問卷，並請三位專家學者作問卷效度分析及信度分析。研究資料收集對象為「T」航空公司空服員共208位。預試對象共30位，有效回收問卷27份。正式問卷施測對象178位，回收問卷共178份。本研究主要結論如下：一、空服員在年度複訓中情境模擬教學中在三個構面中，其中項目包含「講師的專業技能」、「講師的口語表達能力」、「講師的教學態度」「對緊急狀況發生時有助於提升正確的處理流程能力」、「在緊急狀況發生時有助於正確且適時地使用緊急狀備」、「對緊急狀況發生時有助於提升應變能力」、「讓我可以減少工作上的錯誤」、「讓我能解決工作上所面零的問題」、「讓我再飛行前簡報時，更能明確回答緊急狀況之提問」、「讓我在接收機長緊急指令時，可正確接收並執行接續之動作」、「讓我更能有效地執行雙向溝通 (CRM) 」等部分呈顯著差異。二、不同人口統計變項中有差異的是性別及有無其他航空公司空服員經驗在學習層次及行為層次上有部分呈顯著差異。三、反應層次、學習層次、行為層次之間呈顯著正相關。四、年度複訓前及後無顯著之差異。五、情境模擬教學中在Kirkpatrick學習成效理論中的反應層次、學習層次、及行為層次三個部分，對課程內容實用價值面無顯著影響。本研究依據研究結果提出分析及建議，提供各航空之訓練部門於培訓課程內容設計規劃及時間上安排之參考，亦提供未來相關研究方向。According to Wikipedia, the death rate of airplanes is only 0.05 per billion kilometers of travel distance. In contrast, the death rate of cars is 3.1, which is three times that of airplanes. The above data seems to have confirmed the view that"aircraft is the safest way to travel." Although the accident rate of airplanes is indeed much lower than that of vehicles, trains, ships and other means of transportation, this comparison just ignores one of the most important points, that is, airplane crashes are often instantaneous, plus if the airplane is at high altitude In a crash, unless it can be forced to land smoothly, it will often cause an explosion at the same time, and the chance of survival of passengers is extremely small. When an accident occurs, the crew's correct judgment and immediate response are extremely important. Scenario simulation teaching has been practiced in the medical field and flight training for many years, and its teaching effectiveness and benefits have been mentioned many times in various studies. However, scenario simulation teaching has always been the most important role in the emergency drills of flight attendants. An important training method, but there is very little research on it. Because "T" airline is the only low-cost airline in the country, it is less than traditional airlines in terms of hardware equipment. How to get effective training results with limited resources. Therefore, this study takes the recurrent training of"T" airline flight attendants as an example to explore the effectiveness of scenario simulation teaching. The purpose of this research is: 1. To explore the effectiveness of scenario simulation teaching curriculum design on the recurrent training of flight attendants through the Kirkpatrick learning evaluation model. 2. Synthesize different perspectives of flight attendants, evaluate the current situation satisfaction in training course content arrangement, training venue equipment, lecturer teaching, and learning attitude, so as to provide suggestions for the future teaching direction of the flight attendant training department. 3. Make suggestions based on the research results, and provide reference for other low-cost airlines in the training of flight attendants in the future.This research is based on Kirkpatrick's four-level learning evaluation model and carries out quantitative research. The questionnaire design is based on the Kirkpatrick learning assessment model, including response levels, learning levels and behavior levels to design the pre- and post-test questionnaires, and three experts and scholars are invited to analyze the validity and reliability of the questionnaire. The research data collection object is a total of 208 "T" airline flight attendants. There were 30 pre-test subjects, and 27questionnaires were effectively returned. The official questionnaire was administered to 178 subjects, and a total of 178 questionnaires were returned.The main conclusions of this study are as follows: 1. The scenario simulation teaching of flight attendants in the recurrent training is in three aspects, among which the items include"the lecturer's professional skills", "the lecturer's oral expression ability", and "the lecturer's teaching attitude" "It helps to improve the correct handling process ability when an emergency occurs", "It helps to use emergency equipment correctly and in a timely manner when an emergency occurs", "It helps to improve the ability to respond to an emergency when an emergency occurs.", "Allows me to reduce work errors", "Allows me to solve zero problems at work", "Let me more clearly answer questions about emergencies when briefing before the flight", "Allow me to receive When the captain is in urgent order, he can correctly receive and execute the subsequent actions", "Let me perform two-way communication (CRM) more effectively", etc. There are significant differences. 2. The differences in different demographic variables are gender and the experience of other airline flight attendants. There are some significant differences in the level of learning and behavior. 3. There is a significant positive correlation among the response level, learning level and behavior level. 4. There is no significant difference before and after the recurrent training. 5. The three parts of the Kirkpatrick's learning effectiveness theory in the context simulation teaching, the reaction level, the learning level, and the behavior level, have no significant impact on the practical value of the course content. Based on the research results, this research puts forward analysis and suggestions, provides reference for the training course content design planning and time arrangement of each aviation training department, and also provides relevant research directions in the future.