team work. team work solves the problems. >> all of us are smarter than any of us. >> crm is the greece that makes the wheels resolve but you got to have the wheels turning in the right direction to begin with. >> the idea of crm started percolating in the 1970s after several plane crashes were attributed to communication problems in the cockpit but one accident in particular is the catalyst that puts this radical new concept on the map. on december 28th, 1978 a shocking moment when a united airlines d.c. 8 slams down in a residential neighborhood of portland, oregon. six miles shy of the airport. passenger amy ford conner, 17 at the time, is on her way back to washington state where she's about to finish her senior year