Air Line Pilots Association, International
Pilot-to-Pilot Program
An MEC-sanctioned communication
program designed to facilitate two-way
communication between ALPA’s elected
leadership and the line pilots.
Air Line Pilots Association, International
Goals of the P2P Program
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Facilitate the exchange of accurate,
educational, and persuasive information
between the MEC and the pilots.
Increase pilots’ awareness of their union
at work.
Control rumors.
Air Line Pilots Association, International
Goals of the P2P Program
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Increase pilots’ participation in their union.
Reinforce trust in MEC, LEC, and
committee leaders.
Bring ALPA into the crew rooms.
Air Line Pilots Association, International
Benefits of the P2P Program
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Message credibility, because it comes from
a fellow pilot.
Message accuracy, because it comes
directly from the source.
Face-to-face interaction among fellow line
pilots.
Pilot empowerment, as each pilot gets the
most up-to-date information.
Air Line Pilots Association, International
Volunteer’s Responsibilities
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Regular communication with the Pilot-toPilot chairman
Volunteers must check e-mail, the P2P
website, and Aspen voicemail regularly,
and should participate in all P2P
Conference Calls.
Air Line Pilots Association, International
Volunteer’s Responsibilities
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A P2P volunteer is representing ALPA to
the pilots at all times, and must seek out
“course of business” opportunities to
discuss issues with peers.
The volunteer should wear his/her
identifying red lanyard and P2P lapel pin.
Air Line Pilots Association, International
Volunteer’s Responsibilities
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Volunteers agree not to carry out personal
agendas or grind personal axes under the
guise of the MEC’s P2P authority (need to
carry MEC’s Message).
You are not political supporters.
The distribution of ALPA/MEC printed
materials may also be included in the
outreach strategy.
Air Line Pilots Association, International
Volunteer’s Responsibilities
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Volunteers may have to report to the crew
room on a day off to assist with more
formal presentations on crucial issues.
Volunteers will forward questions from
members into the feedback/response
system.
Air Line Pilots Association, International
Program Mechanics: Information
1. MEC discusses and debates issues, and
makes decisions and policies
2. The communications team and P2P
chairman work closely with the MEC
officers and staff to gather information.
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Firsthand observations
Briefings
Meetings
Air Line Pilots Association, International
Program Mechanics: Information
3. P2P leaders work with Comm team to distill
gathered information into appropriate strategic
messages.
4. P2P/Communication team get approval from
MEC officers, attorneys.
5. P2P Chair relays the message product to P2P
volunteers.
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E-mail
Website
Air Line Pilots Association, International
Program Mechanics: Imparting Info
6. P2P volunteers distribute message to
colleagues
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Personal Contacts
Crew Rooms
On the Line
Meetings/Events
Phone Assignments
Conference Calls
Air Line Pilots Association, International
Program Mechanics: Feedback
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Receiving Feedback
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Feedback/Response Notepads
E-mail to: [email protected]
ALPA Web Board P2P Section is being created
on crewroom.alpa.org
Call to P2P Chairman Iyob Makonnen
Air Line Pilots Association, International
Program Mechanics: Feedback
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Processing Feedback
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Volunteers track significant trends revealed in
feedback: concerns, criticisms, praise, rumors,
misunderstandings, etc.
Volunteers report trends to P2P Chair via brief
e-mail.
P2P Chair includes feedback trends in
semimonthly e-mail report to Comm chairman
and MEC officers.
Air Line Pilots Association, International
Program Mechanics: Feedback
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Responding to Feedback
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P2P Chair researches/answers:
MEC/Officers
 Comm Group (Chairman and Staff)
 Other Committee chairs
 Negotiating Committee
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P2P Chair delivers response:
Phone Call
 E-mail (AMES, Website, Web Boards)
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Air Line Pilots Association, International
The Art of Communication, Not
Necessarily Persuasion
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Pilot-to-Pilot is a vehicle for advocacy
communications. You are conveying
information and if possible, trying to
influence attitudes or behaviors.
Air Line Pilots Association, International
Communicating Your Goals
Air Line Pilots Association, International
The Ground Rules
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Actively listen.
Show understanding, empathy.
Answer questions, encourage discussion.
Be honest.
Be rational and organized.
Air Line Pilots Association, International
LISTENING
It is the key to successful
two-way communications.
Air Line Pilots Association, International
Listening Modes — Combative
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Greater interest in promoting own point of
view.
Listen for flaws, weak points to attack.
Pseudo-listening while secretly rehearsing
comeback.
Air Line Pilots Association, International
Listening Modes — Attentive
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Interested in hearing the speaker.
Hear speaker through filters of own
beliefs.
Make assumptions, fill in gaps with own
ideas.
Air Line Pilots Association, International
Listening Modes — Reflective
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Active process of two-way communication.
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Hear speaker.
Develop mental image of speaker’s meaning.
Feed image back to speaker (paraphrase) to
check accuracy of image.
Mutual exchange of feedback fine-tunes
mental pictures until substantially same.
Air Line Pilots Association, International
Listening Poorly . . .
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You’re so busy formulating your reply that
your thinking gets in the way of your
listening.
You find yourself distracted.
You reach your conclusion regarding
speaker’s meaning before speaker
finishes.
Air Line Pilots Association, International
Listening Well . . .
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You are able to repeat—and reconstruct in
your own words—what the speaker has
said to you.
You connect the body language with the
verbal message.
You ask for a moment to frame your
response.
Regardless of whether you agree or
disagree, you respect the speaker.
Air Line Pilots Association, International
Ground Rules
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Don’t be defensive, even with a
confrontational audience member.
If you don’t know the answer, admit it.
Offer to get back with the answer.
Air Line Pilots Association, International
Ground Rules
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Informal
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Speak in a constant, conversational tone.
Use everyday language – don’t try to dazzle
them with what you know.
Use your position to inform and educate but
don’t take it personally.
Be approachable and approach others.
Air Line Pilots Association, International
Ground Rules
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Group Participation
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One-on-one conversations are okay.
Don’t exclude others from participating.
Don’t let one person dominate the
conversation.
Be aware of your body language – use
inviting and open gestures.
Air Line Pilots Association, International
Audience Analysis
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To whom are you speaking?
What do they want to hear?
Are they friendly or hostile?
Did they attend voluntarily, or were they
compelled to attend?
What is their level of knowledge on the
subject?
What have I learned from or about them?
Air Line Pilots Association, International
Ground Rules
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Your Position
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Be mindful of your role as a Pilot-to-Pilot
volunteer at all times.
Don’t assume a decision-maker position.
Don’t make it up!
Be prepared to deliver news that is not well
received by educating yourself on the issues
using all available tools.
STAY INFORMED and EDUCATED!!
Air Line Pilots Association, International
Ground Rules
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Their Position
Be mindful of their needs, concerns, and
motivations.
Don’t try to change their minds by arguing
your point.
Educate and inform! Help them learn
more to better understand the issues.
Air Line Pilots Association, International
Communication Rules
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Don’t argue
Air Line Pilots Association, International
Communication Rules
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Don’t argue
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Keep your cool despite their reactions,
responses, or reasoning.
Arguing immediately demotes your message
from logical to loud, which causes the content
to be lost by the audience.
Your ability to remain calm and focused will
carry more weight than an irate rant.
Keep your integrity! Don’t fight back.
Air Line Pilots Association, International
Communication Rules
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Pack Your Bags
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Have your bags packed first.
Know what your message is and how you
want to convey it.
Air Line Pilots Association, International
Communication Rules
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Stay on message
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Set goals
Use your talking points
Keep a check list:
Did you educate the pilots on the issues?
 Did you inform them of actions taken or alert
them of future actions?
 Did you listen to their reactions?
 Did you respond or provide a response system?
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Air Line Pilots Association, International
Communication Rules
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Talk it out
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Talk out their fears, concerns, hesitations.
Don’t let them walk away mad or without a
resolution – satisfy them even if you don’t
have the answer right away
Resolutions can be:
I will call you with an answer
 The answer is on the VARS
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Air Line Pilots Association, International
Communication Rules
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Don’t make it up! If there is no policy or
message defined, get back to them
Your responses carry weight – don’t ad lib
Use your talking points!
Air Line Pilots Association, International
Communication Rules
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Ask questions
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Ask open ended questions that are narrow
and to the point
Don’t assume a conclusion for them
Use “bridging” techniques
What would you do?
What makes it fair?
Logically restate their position(s) and their
argument in your own words
Air Line Pilots Association, International
Communication Rules
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Know what works
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Have a plan, lay it out for them, and follow it
Be cognizant of your audience – recognize
their needs and your capacity for meeting
their expectations
What kind of response do they need?
Air Line Pilots Association, International
Communication Rules
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Know What Works
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(cont)
What kind of tools are available to you?
Utilize these tools! (to do so, you must stay
informed and educated)
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Share your experiences
Air Line Pilots Association, International
Communication Tips
If you have to go elsewhere to get a
response, be sure you understand the
question by rephrasing or writing it down.
Air Line Pilots Association, International
Communication Tips
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Stay on your message by “bridging”
without being argumentative:
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“That’s not the issue. The issue is...”
“You’re overlooking the most important fact,
which is...”
“Let me answer that question this way...”
Air Line Pilots Association, International
Communication Tips
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Don’t be afraid to say “I don’t know.”
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Don’t make it up
Don’t dance around the issue
Don’t ignore the question
Air Line Pilots Association, International
Communication Tips
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Stay in control.
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Don’t yell, even if being yelled at
Don’t get off message
Don’t let others lead the discussion – you can
be assertive without being overly aggressive.
How? By being informative!
Air Line Pilots Association, International
Communication Tips
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Avoid traps. Traps include the following
deadly warning signs:
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The
The
The
The
The
Quote (I heard that…)
Debate (I know that…)
Laundry List (What about…)
Assumption (Then it must be that…)
Trap (Isn’t it true that…)
Air Line Pilots Association, International
Communication Tips
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Putting it all together:
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Listen
Think
Respond
Air Line Pilots Association, International
Thanks for Listening!
Air Line Pilots Association, International
Air Line Pilots Association, International