On November 4, 2010, Qantas Airways Flight 32[1] took off from Singapore enroute to its eight-hour flight to Sydney. Captain Richard Champion de Crespigny, was in command of the Airbus that day, and with his crew, managed to avoid what could have been a catastrophic disaster.

The flight faced a critical challenge when an engine exploded shortly after takeoff, causing extensive damage to the aircraft's systems. Despite the overwhelming number of alarms and the severe malfunction of the plane's systems, de Crespigny and his crew remained composed. They prioritized their tasks, focusing on what was still operational rather than being overwhelmed by the failures.

What saved the four hundred and forty passengers onboard is what psychologists called ‘mental models[2],’ and has become one of the most important topics in cognitive psychology research.

Mental models are essentially frameworks or representations that individuals form in their minds to simplify and understand complex real-world situations. These models enable individuals to process information, make predictions, and navigate challenges by filtering irrelevant details and focusing on what is important. In the context of aviation, where pilots must manage vast amounts of data and make split-second decisions under stress, the application of mental models becomes critically important.

Captain de Crespigny's handling of Qantas Flight 32 is a prime example of the effective use of mental models. Even before the flight, de Crespigny was proactive in engaging his crew in discussions about potential emergencies, emphasizing the importance of visualization and anticipation. This preparatory practice was not just about rehearsing procedures but about building and reinforcing mental models that would enable the crew to respond effectively to unforeseen events.

When the aircraft encountered a catastrophic engine failure shortly after takeoff, the situation rapidly escalated into one of the most severe mid-air crises in modern aviation history. The aircraft suffered extensive damage, with critical systems failing and alarms sounding incessantly. In this high-pressure environment, the pre-established mental models played a crucial role in the crew's response. De Crespigny and his team had to sift through the flood of information, alarms, and system failures to identify the most critical issues that needed immediate attention.

One of the key moments in the crisis was when de Crespigny decided to shift the mental model he was using to understand the situation. Faced with an overwhelming array of malfunctions and a rapidly deteriorating aircraft, he chose to simplify his approach by imagining the Airbus A380 as a much simpler aircraft, akin to a Cessna he used to flight in his early days. This shift in perspective allowed him to cut through the complexity, remove the “noise” and focus on the fundamental aspects of flying the plane —such as maintaining lift, controlling speed, and ensuring a safe landing.

“Most of the time, when information overload occurs, we’re not aware it’s happening—and that’s why it’s so dangerous.” —Barbara Burian, a research psychologist at NASA.

By not being rigidly tied to one way of thinking, de Crespigny was able to reassess the situation and adopt a more manageable framework that focused on the essentials of flight, despite the aircraft's damaged state.

The successful landing of Qantas Flight 32, despite the extensive damage and the unprecedented nature of the emergency, underscores the importance of mental models when a decision must made facing sudden events. It highlights how the ability to construct, adapt, and apply these models can enable individuals to navigate through chaos and complexity, focusing their attention on the most critical elements of a situation.

Actionable Insights — 7 Ways to Use Mental Models in Sales Situations.

In broader terms, mental models are not just applicable in emergency situations. They are tools that everyone can use to improve decision-making, problem-solving, and attention management in daily life. By developing and refining our mental models, we can become better equipped to handle the challenges we face, whether they are in the workplace, in our personal lives, or in critical, life-threatening situations.

A group of psychologists from the consulting company Klein Associates, economists and a sociologist from MIT started studying why most productive people builds mental models. Their research identified a specific group of people they called the Superstars[2].

Superstars use mental models to their advantage by constantly generating and refining their understanding of the world around them. They are adept at constructing narratives — lots and lots of them, and explanations for the events they observe, enabling them to anticipate outcomes and prepare for various scenarios. This proactive approach allows them to focus their attention effectively, make informed decisions, and adapt quickly to new information or changes in their environment.

In sales situations, mental models can be particularly useful for understanding customer needs, anticipate objections and be able to react immediately to unforeseen situation like when a skeptic throw a ‘curve at you’ or your boss suddenly asks you a question, and navigating complex negotiations. Here are several actions that individuals in sales can take to use mental models to their advantage:

1. Anticipate Customer Needs: Develop mental models of your customers' businesses, challenges, and goals. By telling yourself stories about your customers' day-to-day operations and the problems they face, you can better anticipate their needs and tailor your solutions accordingly.

2. Prepare for Objections: Envision potential sales meetings in detail, including possible objections or questions that customers might raise. By creating mental models of these interactions, you can prepare thoughtful responses and strategies to overcome objections.

3. Understand Market Dynamics: Build mental models of the market and industry trends. By constantly updating your understanding of the market, including competitors' strategies and emerging opportunities, you can position your offerings more effectively.

4. Visualize Successful Outcomes: Use mental models to visualize successful sales interactions and outcomes. This can help build confidence and refine your sales approach, making it more likely that you'll achieve the desired results.

5. Analyze Past Interactions: Reflect on past sales meetings and interactions, constructing mental models of what went well and what could have been improved. This reflective practice can help you learn from experience and adapt your approach for future success.

6. Engage in Scenario Planning: Develop mental models for various sales scenarios, including best-case and worst-case outcomes. By thinking through different scenarios, you can be better prepared for unexpected developments and remain adaptable in your sales strategy.

7. Collaborate and Challenge: Share your mental models with colleagues and invite them to challenge your assumptions. This collaborative approach can help refine your models, making them more robust and effective in real-world sales situations.

Research shows that managing attention and building mental models are linked to higher earnings and better grades, and these skills can be developed by anyone through the practice of constructing mental narratives about their surroundings.

By actively building and refining mental models, sales professionals can enhance their ability to stay focused during stressful situations, understand and anticipate customer needs, navigate complex sales environments, and achieve better outcomes in their interactions.

If you are looking for help improving the productivity and focus of your sales organization, let's set up a time to discuss. You can ask to schedule a call right from this website.

Contact me at lvanhuffel@croforscale.com

[1] https://www.tumblr.com/a380flightdeck/103960542460/qantas-flight-32-was-a-qantas-scheduled-passenger?source=share

[2] Smarter Faster Better – Chapter 3, Charles Duhigg – Publisher Random House