COMUNICAZIONE DI BAD NEWS IN CASO DI INCIDENTE AEREO: UN'ANALISI CONVERSAZIONALE NEL CONTESTO AEROPORTUALE ITALIANO

In recent years, some training courses have been experimented in Italy for the personnel responsible for the assistance of the families of passengers. In these training initiatives, guidelines on the management of emergency groups and guidelines on the communication of bad news are often proposed. However, we have experienced\ r\ n how active training methodologies are even more effective than the simple presentation of guidelines. Learning by doing strategies, in fact, make it possible to implement operational skills and put them to the test, in an “embedded” way, within complex, chaotic and highly emotional dynamics (Secchiaroli & Triolo, 2020). \ r\nIn this context, we asked ourselves through which communication dynamics the needs of the victims' families are expressed and which communication actions may be more functional to manage the dramatic moment. In particular, we are interested in understanding how the need for information is intertwined with the emotional needs of expectant people and what behaviors are appropriate on the part of the personnel responsible for transmitting bad news in the context of a collective incident.