CRM in the Cockpit: An Analysis of Crew Communication in the Crash of United Airlines Flight 232

This study presents an analysis of flight crew communication during the crash of United Airlines Flight 232 at Sioux Gateway Airport in Iowa, USA. Conversation analysis (CA) techniques are used to identify five recurring phenomena in the crew communication and five critical interactions. These are combined to produce a description of the communication process during an unprecedented airline emergency. One of the findings is that communication was simplified and the pilots largely used plain language when speaking with air traffic control (ATC). This was an appropriate communication strategy for the context of the Flight 232 accident but would be problematic if applied to other situations. The analysis also identifies aspects of the crew’s performance that are relevant to contemporary crew resource management (CRM) programs: active participation in communication, updating the shared mental model, making problem solving a joint task, expanding the team boundary to accept an off-duty pilot, and managing the workload. Finally, the study highlights significant details of the Flight 232 accident that are often overlooked and may not generalize to other settings.