How to fix conflict at airports, by Dati

 

How to fix conflict at airports, by Dati 

Former General Manager , Public Affairs, Federal Airports Authority of Nigeria (FAAN), Hon. Yakubu Dati has called on regulators in the aviation sector to integrate  conflict management frameworks into  their safety oversight duties.

Besides, he said training institutions should embed human relations and 

 organisational psychology into aviation curricula.

He also urged airlines to see  investment in human factors and communication training as essential, not optional strategies to improve the overall business.

Dati, who is Chairman , Governing Council , Federal Polytechnic , Ayede ,  in Oyo State, disclosed this Wednesday while delivering a paper at the FAAN 2025 Safety Week, in Lagos.

According to Dati, in  an era marked by increasing operational complexity, workforce diversity, and passenger expectations, the  ability to navigate conflict by industry players  will define the next frontier of aviation safety.

Giving highlights on the theme of the conference : "Navigating Conflict for a Safer Aviation in Nigeria ", Dati observed that  safety begins in the human heart before it manifests at  the airport, cockpit or control tower.

According to him : " It requires listening more deeply, leading more wisely, and learning continuously. If we can transform conflict into collaboration and disagreement into dialogue, then truly, the sky will not only be a space for flight but a space for peace, professionalism, and shared purpose."

Speaking further , Dati said effective management of  conflicts could bring about reduced safety incidents and near misses as communication and coordination efforts get some  improvement.

He said effective management of conflict could also bring about  enhanced crew morale and psychological well-being as well as  better decision-making under pressure.
Dati said : "Stronger organisational safety culture, characterised by openness, accountability and continuous improvement is essential for the ecosystem.
" In essence, conflict resolution and aviation safety are two sides of the same coin; one cannot flourish without the other."

Dati referenced  documents enshrined in international protocols, including ICAO Doc 10117,which  provides the international framework for managing unruly passengers, mandating proportional enforcement and due process; IATA 2024 document which  recommends integrating behavioural risk management into safety management systems, FAA (AC 120-51E) and CRM frameworks, which  emphasise team coordination, communication, and conflict avoidance as well as  NCAA's document which enforces consumer protection and unruly passenger directives, requiring airlines to report incidents and follow lawful offloading and prosecution procedures.
These frameworks, Dati said, all converge on one principle: conflict management is a safety issue, not merely a customer-service problem.

 To build safer skies,  Dati  said : " We must strengthen our institutional capacity to manage conflicts at all levels. This involves Promoting open communication. Encourage a culture where safety concerns can be raised without fear of retribution. Transparency and dialogue build trust.
" Aviation personnel, whether pilots, engineers, or managers, should receive training in negotiation, mediation, and emotional intelligence. Leadership by example: Safety leadership requires humility, empathy, and fairness. Leaders must model calmness in conflict situations and guide their teams toward solutions rather than blame.
" Collaborative problem-solving: Conflicts should be approached as opportunities for learning. Through joint safety reviews and feedback systems, teams can turn disagreements into innovation. Institutionalising safety culture: A strong safety culture thrives when conflict resolution mechanisms are embedded in policy, operations, and performance evaluation."

He said : " Aviation, by its very nature, is a complex system that relies on precision, coordination, and human cooperation. Yet, beneath the technological sophistication of our aircraft and the rigour of our safety standards lies one fundamental truth: conflict is inevitable where human interaction exists. What truly matters is not the presence of conflict, but how we manage and navigate it to enhance safety, efficiency, and trust within the aviation ecosystem.

"Conflict in aviation can take many forms between pilots and air traffic controllers, crew members and management, unions and regulatory authorities, or even passengers and cabin crew. 

"Furthermore, safety-related conflicts may emerge from differing interpretations of international aviation standards and regulations, such as those established by the International Civil Aviation Organization (ICAO). If not properly managed, these conflicts can disrupt flight operations, compromise safety standards, and erode public confidence in air transport.
"These conflicts may stem from communication breakdowns, leadership challenges, workload stress, or cultural differences. If unmanaged, they can erode teamwork, compromise judgement, and ultimately threaten safety. However, when conflict is effectively navigated, it becomes a catalyst for growth. It exposes systemic weaknesses, encourages dialogue, and promotes adaptive learning, qualities essential to a safety-conscious industry.
"The aviation industry plays a critical role in global connectivity, trade, tourism, and economic development. However, it also operates in a complex environment where conflicts ranging from industrial disputes, security threats, regulatory disagreements, and geopolitical tensions pose significant challenges to its safety and efficiency.
"Globally, the aviation industry has witnessed several incidents linked to poor conflict management or inadequate safety oversight. For example, airspace disputes in conflict-prone regions, security breaches arising from terrorism or sabotage, and coordination failures among regulatory bodies have underscored the urgent need for collaborative conflict resolution mechanisms."

Giving further insight on the matter , Dati said : "In Africa, and particularly in Nigeria, challenges such as industrial strikes, inter-agency rivalry, resource mismanagement, and infrastructural deficits further highlight the importance of conflict management strategies in promoting aviation safety and sustainability.
"The aviation industry in Nigeria has experienced a significant increase in incidents involving unruly passengers over the past decade, posing serious challenges to operational efficiency and, at times, compromising aviation safety. The International Air Transport Association (IATA, 2024) reports that disruptive passenger events now occur at a rate of 1 in every 568 flights, with verbal abuse, intoxication, and non-compliance among the leading causes.
"The International Civil Aviation Organization (ICAO, 2024) has likewise identified “air rage” and onboard aggression as safety-critical issues, urging member states to integrate behavioural risk management into their safety frameworks.

"Effective conflict management within the aviation sector requires the integration of negotiation, mediation, communication, and safety management systems (SMS). These tools ensure that disagreements are constructively addressed before escalating into crises that could jeopardise passenger safety or disrupt operations. A proactive approach to conflict resolution also enhances organisational cohesion, regulatory compliance, and adherence to international best practices."

The former FAAN spokesperson said : "Therefore, navigating conflict for a safer aviation industry involves not only addressing existing disputes but also developing institutional frameworks, leadership capacities, and communication structures that promote a culture of safety, trust, and collaboration.
 "Understanding how conflicts affect aviation operations and exploring strategies for mitigating them is vital for ensuring a secure, efficient, and resilient air transport system capable of supporting global and national development goals.
"In Africa, the growth of regional air connectivity has been accompanied by heightened operational stressors, delays, service gaps, and regulatory pressures that can amplify interpersonal tensions among passengers and staff. 

In Nigeria, several high-profile incidents have underscored the urgency of integrating emotional intelligence and de-escalation into aviation safety culture.
"The 2025 Ibom Air–female passenger incident, which occurred on August 10th on a flight from Uyo to Lagos, represents a turning point in discussions about conflict navigation and human behaviour in Nigerian aviation. The event sparked by a passenger’s refusal to switch off her mobile phone escalated into physical assault on cabin crew and security personnel, leading to her arrest, prosecution, and lifetime flight ban by the Airline Operators of Nigeria (AON).
" While the airline’s swift action demonstrated adherence to NCAA and ICAO regulations on unruly passengers, public debate highlighted broader questions: Could earlier emotional intelligence-driven engagement have prevented escalation? Were safety protocols applied with empathy and proportionality? This keynote uses this case as a springboard to explore how emotional regulation, de-escalation training, and structured mediation can strengthen Nigeria’s aviation safety culture. 

"There is, therefore, a pressing need for aviation practitioners to be well-versed in conflict management skills and strategies that can be effectively applied in navigating conflict situations, particularly within the scope of their professional responsibilities..
In high-stress environments such as aviation, EI is not optional; it is integral to safety. Studies among flight crews show that high EI levels correlate with better communication, fewer procedural errors, and lower incident rates.

As a matter of fact, EI can be viewed through four operational competencies essential to aviation practitioners, and they are: self-awareness, which is recognising one’s stress, fatigue, and emotional triggers. Self-regulation helps in maintaining composure under provocation. Empathy and social awareness help to understand passenger perspectives and distress signals, and the last.
Relationship management: this helps in using calm persuasion and assertive communication to restore order. In the Ibom Air case, the cabin crew faced a defiant passenger under time pressure.
"While regulatory compliance required strict enforcement, EI-informed communication in a calm tone, empathic reasoning, and non-confrontational boundary-setting could have mitigated escalation.
"In aviation, ICAO’s Doc 10117 Manual on the Legal Aspects of Unruly Passengers recommends a three-tier approach:  prevention through communication and empathy;  early de-escalation; and  proportionate enforcement where safety is endangered.

" Therefore, applying these principles, the Ibom Air incident demonstrates how missed opportunities for early engagement, such as a discreet one-on-one reminder rather than a public confrontation, can turn routine safety enforcement into confrontation.

"A simplified six-step model, which is to detect, assess, engage, set boundaries, resolve, and debrief, can guide aviation professionals in the following ways.

" Detect early warning signs such as agitation, refusal, and verbal hostility.

Assess safety risk and intent to distinguish between stress reactions and deliberate defiance.Engage calmly, such as using empathy-driven statements. Set boundaries respectfully but firmly. Resolve or refer; hence, if behaviour persists, follow SOPs to offload or involve security with dignity. Debrief and report, such as conducting a team review and reporting to the NCAA per regulatory requirements."
Dato went on : "Collaboration seeks joint solutions that satisfy the interests of all parties. In aviation, collaboration is essential when safety, service, and reputation must all be protected; for example, a pilot-ATC disagreement about rerouting due to weather. In such a scenario, engaging in open dialogue, clarifying safety priorities, and sharing data, both sides reach a mutually beneficial decision that upholds operational safety and efficiency. Collaborative problem-solving is encouraged in Crew Resource Management (CRM) and Safety Management Systems (SMS), which value participatory decision-making.

"Compromise involves each party conceding part of their demand to maintain harmony and operational continuity. A gate agent dealing with overbooking might negotiate compensation or re-booking instead of insisting rigidly on policy. This maintains fairness while preventing escalation. In aviation, compromise aligns with customer-service recovery strategies endorsed by IATA’s Passenger Handling Manual.
" NCAA and ICAO guidelines endorse firm enforcement when behaviour endangers flight safety. Balancing these strategies requires situational judgement, guided by emotional intelligence, which informs when to collaborate, when to compromise, and when to assert authority."