Effective Communication - Utilizing CUS (Concerned, Uncomfortable, Safe) Words

In the world of aviation safety, we use “CUS words.” This references three distinct and important words that are used to heighten awareness and progressively escalate safety concerns. They can be used to communicate effectively to almost every United employee. These words are “Concerned,” “Uncomfortable,” and “Safe.” Although they may not be as colorful as other cuss words, they are vital in ensuring communication, establishing safety, and preventing violations or accidents. Let’s break it down:

1. Concerned: When a crew member says, “I am concerned about…” during any situation, it serves as an attention-grabber. It indicates a rising level of concern for a specific issue, prompting everyone to actively listen and address the matter.
2. Uncomfortable: If an employee tells another employee, “I am uncomfortable because…,” it signals that the initial expression of concern (using the word “concerned”) may have been missed. This elevated discomfort highlights a potential error or dangerous situation that needs attention.
3. Safe: When anyone states, “This is a safety issue,” it is a clear signal to stop the current action and evaluate the situation before proceeding. Prioritizing safety is vital in aviation to prevent accidents, incidents, or regulatory violations and to ensure safe and professional operations.

Remember, these CUS words are professional and courteous alternatives that help maintain a safe and collaborative environment in aviation and other settings. They empower everyone to speak up and address concerns promptly. In any event, where your CUS words are not effective, engage others to assist and follow up with an ISAP report.