Klm 4805 and Pan Am 1736

• Resistance to change o One of the characteristics of an attitude o Takes much persuasion to change o Not all attitudes are so resistant to change ▪ i.e. it usually takes much persuasion to change a strongly held attitude such as that towards, capital punishment or abortion • Modification potential through training o Personality, attitudes, & behavior play a role in attitude management o It is unrealistic to imagine that routine training in particular or in general have a significant influence on personality traits o Modifying personality through routine service training, a more sanguine approach can be adopted with respect to attitudes. ▪ i.e. Many airlines with considerable encouragement from agencies such as ICAO and the FAA are emphasizing the management of flight deck resources through formal courses in CRM (Cockpit Resource Management) • Persuasive Communication o Communication has several functions. The object may simply be to obtain something, like buying an airline ticket. This is called an instrumental function. o Another function may be to find something out or explain something. This is called an informative function. o The purpose is trying to get someone to modify an attitude or a behavior pattern. o On social occasions, discussions on politics, religion, and music often develop into trying to persuade someone to change an attitude. o Debates and discussions involve an active, two way process of persuasion. • The Originator o Person speaking should have credibility o Studies suggest that in many cases persuasiveness will increase if the communicator has something in common with the audience ▪ i.e. When a toothpaste advertisement illustrates a doctor advising a patient to use a certain brand. • The Message o Information is available to assist in this task. o An initial consideration is whether the message should contain both sides of an