Former General Manager of Corporate Communications at FAAN and former Plateau State Commissioner of Tourism, Hon. Yakubu Dati, has emphasised that effective conflict management is essential to achieving safer skies and a more resilient aviation system.
Dati also proposed a six-step emotional intelligence-led model: detect, assess, engage, set boundaries, resolve, and debrief.
He said this framework helps identify early warning signs of agitation, distinguish between stress and defiance, and apply proportionate responses in line with NCAA and ICAO standards.
“When conflicts are handled early and respectfully, safety improves, morale rises, and the industry earns public trust,” he explained.
Dati made this assertion while delivering the keynote address at the 2025 FAAN Safety Week themed “Navigating Conflict for a Safer Aviation” held on November 12, 2025, at the Marriott Hotel, Ikeja, Lagos.
He stated that conflict was inevitable in aviation because it is an industry built on human interaction, precision, and coordination. What matters most, he said, is not the presence of conflict but how it is managed to preserve safety, trust, and efficiency.
“Aviation is a human system operating within a technological framework. Where there are humans, conflict will exist. What defines our safety record is how we handle it,” he said.
Managing Conflict to Enhance Safety
Dati noted that the aviation ecosystem often experiences tension between pilots and controllers, management and unions, or even passengers and crew members. Poor communication, leadership lapses, and cultural differences, he warned, could erode teamwork and compromise judgement if not properly managed.
Citing a 2024 IATA report, he said disruptive passenger incidents now occur on one in every 568 flights worldwide, adding that the International Civil Aviation Organization (ICAO) had also identified “air rage” and onboard aggression as emerging safety concerns.
He stressed that in Nigeria, frequent industrial strikes, inter-agency rivalry, and growing passenger agitation make conflict management skills indispensable for professionals at all operational levels.
“We cannot separate safety from human relations. Every conflict averted through empathy and communication is a potential incident prevented,” Dati remarked.
Lessons from the Ibom Air and KWAM 1 Incidents
Using the August 2025 Ibom Air female passenger incident and the KWAM 1 Abuja airport altercation as case studies, Dati illustrated how emotional intelligence could prevent minor disputes from escalating into safety crises.
In both cases, he said, early empathy-driven engagement and calm communication might have reduced confrontation and public misunderstanding.
He noted that such incidents underscored the need for post-incident mediation and mental health support for affected crew, saying that punitive enforcement alone cannot build a sustainable safety culture.
Emotional Intelligence in Conflict Management
According to Dati, emotional intelligence (EI) is no longer optional in aviation—it is integral to safety. He identified four core EI skills that directly influence operational harmony: self-awareness, self-regulation, empathy, and relationship management.
When applied, these abilities help aviation workers recognise stress triggers, maintain composure, and use empathy to diffuse conflict without compromising regulatory standards.
Dati referenced international studies showing that flight crews with high emotional intelligence experience fewer procedural errors and better team communication, strengthening the overall safety culture.
Building a Culture of Collaboration
Dati urged regulators, airlines, and airports to integrate structured conflict management frameworks into their safety oversight systems. He highlighted that collaboration, compromise, accommodation, avoidance, and assertive enforcement are strategic tools that, when guided by emotional intelligence, balance authority with empathy.
He stressed that collaboration remains the “win–win” approach most consistent with aviation’s safety goals, while firm enforcement must only be applied when safety is threatened.
“Conflict management is not a soft skill—it is a safety skill. Every misunderstanding handled well prevents a potential hazard,” he said.
The Way Forward
To strengthen conflict management in Nigerian aviation, Dati called for expanded training in negotiation, mediation, and communication across the sector. He urged leaders to model calmness, fairness, and empathy in high-pressure situations, arguing that leadership by example drives safety culture deeper than regulations alone.
He also recommended that training institutions embed organisational psychology and human factors into aviation curricula, while regulators align safety oversight with conflict management practices.
“Safety begins in the human heart before it manifests in the cockpit or control tower. If we can transform conflict into collaboration, the sky will not just be a space for flight but a space for peace and professionalism,” he concluded.
