Navigating Turbulence

Aviation Mover was recently involved in the transition of an aircraft to a future customer who had a technical concern regarding the aircraft, prior to the completion of the process. However, the other party in the transaction was not able to find a common ground in answering, neutralising, or solving this issue between the two parties. Over the days that followed escalated and drove a wedge between those involved and their ability to complete the transition of the aircraft asset. With that in mind we want to explore the considerations, skills and actions that should be at the forefront of your mind during every interaction of during an aircraft delivery or return. Let's delve into how understanding the other party (or your customer) is not just a courtesy but a strategic imperative in this high-stakes industry of ours.

Empathy as the Foundation

At the core of understanding the other party in any aircraft transition lies empathy. Put yourself in their shoes. Consider the pressures they face, their priorities, and their objectives. For airlines, an aircraft delivery marks the culmination of extensive planning investment. Delays or discrepancies can have ripple effects on operational schedules and finances. Acknowledging these concerns fosters trust and opens lines of communication. The same runs true for every party in a transition, whether that is an OEM, Lessor or another airline.

Communication Beyond Words

Communication goes beyond verbal exchanges; it encompasses body language, tone, and even cultural nuances. In multinational aircraft deliveries, cultural differences can significantly impact interactions. Understanding the subtleties of communication styles can bridge divides and prevent misunderstandings. Invest in language and cultural training to navigate these intricacies effectively. I often reference a book created for a completely different purpose, The Five Love Languages by Gary Chapman. The underlying principles can be true between parties in a relationship or that of an aircraft transition.

Anticipating Needs & Interests

A proactive approach to understanding the other party involves anticipating their needs and interests during an aircraft delivery or hand back. Prioritize transparency and keep stakeholders informed at every stage of the aircraft transition process. Address potential concerns before they escalate, demonstrating your commitment to a smooth delivery experience. By staying one step ahead, you build credibility and strengthen relationships.

Understanding Positions and Interests

Each party in any aircraft transaction are unique, with specific requirements and preferences, which is what we have called ‘interests’ above. Often parties will have a ‘position’ but what is important is to understand the interests behind the position. This is at the core of what they want and why they want it and if you can understand these if offers a greater ability to find and offer a solution that can unlock the constraint and move things forward. This also comes across as a tailored solution towards the interests rather than the position being taken. This in turn also shows that you are accommodating and demonstrate flexibility and dedication to meeting the ‘team across the table’ needs within your own constraints, requirements and legislation.

Resolving Conflicts with Grace

Despite best efforts, conflicts may arise during aircraft deliveries and returns. How you handle these challenges can make or break relationships. Always keep in mind that we are equipped with two ears and one mouth so try to use them proportionally by actively listen to concerns, seek common ground, and explore creative solutions. Additionally, giving parties time to sit and think can help, this can help defuse pressure and all can become more considered reducing the need for escalation. An underlying training piece from Aviation Mover Academy is to approach each discussion on the basis that you will have a celebratory drink with the other party at its conclusion so managing and resolving conflicts with grace, you reinforce trust and preserve the integrity of the partnership and sometimes foster a wider partnership and relationship. The aviation industry is a small world, so reputation is everything!

Conclusion

In the intricate dance of aircraft transition, understanding your customer (the other party) is not just a nicety but a strategic imperative. Get this wrong and the cost of the conflict can be far greater than the original resolution request in time, financial and reputational impacts. Empathy, effective communication, proactive anticipation of the other parties needs and position, and graceful conflict resolution form the pillars of successful partnerships, for you and those you represent in an aircraft transition event. By prioritizing these principles, you can navigate the complexities of aircraft deliveries with confidence, ensuring smooth skies for all parties involved. This is a skill that improves with practise and reflection after each time you use it is all important to move forward with these soft-skills. Apply during the delivery or hand back and truly reflect on how that went after you have had that celebratory drink with those on the other side of the table.

Aviation Mover Academy is a growing training provider for aviation professionals to learn transformational skills relating to aircraft transitions. The content here forms part of some of the wider skills you will be equipped with during our training programme. To find out more head to https://www.aviationmover.com/courses