a) Contact the complaining party personally and promptly. When you do, avoid being defensive, argumentative or opinionated. Sincerely try to understand the other person’s point of view and avoid hostile confrontations. Sometimes merely listening politely can improve the situation. Evaluate the problem thoroughly and follow through by asking the pilot if he/she was aware of the problem and were procedures followed. Decide if preventative action is possible, complete an Event Notification Form.