Comm Refresher

COMMUNICATION

Haz08

MHS Kerteh Trg Dept

Haz08

MHS Kerteh Trg Dept

OBJECTIVES n

UNDERSTAND THE COMMUNICATION PROCESS

n

IDENTIFY COMMUNICATION BARRIERS

n

IMPROVE COMMUNICATION SKILLS.

Haz08

MHS Kerteh Trg Dept

WHAT IS COMMUNICATION? COMMUNICATION The ability to clearly and accurately send and acknowledge timely information, instructions or commands and provide useful feedback

Haz08

MHS Kerteh Trg Dept

COMMUNICATION üExchange of information, thoughts and feelings üReadily and clearly understood üCommon system of sounds, symbols, signals üRequire recipient to receive, understand and act accordingly. Haz08

MHS Kerteh Trg Dept

Why is communication important? n

Conduct effective missions n

n

n

Avoid mishaps

Pass information from one person to another

Maintain group situational awareness.

Haz08

MHS Kerteh Trg Dept

In 1980, another Spanish air traffic controller at Tenerife gave a holding pattern clearance to a Dan Air flight by saying "turn to the left" when he should have said "turns to the left" - resulting in the aircraft making a single left turn rather than making circles using left turns. The jet hit a mountain killing 146 people. In 1990, Colombian Avianca pilots in a holding pattern over Kennedy Airport told controllers that their 707 was low on fuel. The crew should have stated they had a "fuel emergency," which would have given them immediate clearance to land. Instead, the crew declared a "minimum fuel" condition and the plane ran out of fuel, crashing and killing 72 people. In 1993, Chinese pilots flying a U.S.-made MD-80 were attempting to land in northwest China. The pilots were baffled by an audio alarm from the plane's ground proximity warning system. A cockpit recorder picked up the pilot's last words: "What does 'pull up' mean?" Haz08

MHS Kerteh Trg Dept

COMMUNICATION PROCESS BARRIERS OPERATIONAL GOAL

NEED

FEEDBACK Haz08

MHS Kerteh Trg Dept

Process of Communication Interpersonal communication n

n

n

The process of sending and receiving information or communication with another person. This process happens in an environment, using different kinds of communication media. This communication could be verbal (Vocal) or nonverbal.

Haz08

MHS Kerteh Trg Dept

Process of Communication n

Sender’s responsibilities

- communicating information clearly, accurately, concisely and in a timely manner - requesting verification or feedback - verbalizing plans n

Receiver’s responsibilities -

Haz08

acknowledge communication repeat information paraphrase information clarify and provide feedback. MHS Kerteh Trg Dept

STIMULU S

Process Elements

PERCEPTION

INTERPRETATIO N

REALI TY

TRANSMISSION THROUGH A CHANNEL

PERCEPTION

DECODING

INTERPRETATIO N ENCODING

ENCODING FEEDBAC K

NOISE/BARRIER (AND MISCOMMUNICATION) CAN OCCUR ANYWHERE IN THE CYCLE Haz08

MHS Kerteh Trg Dept

Haz08

MHS Kerteh Trg Dept

NON VERBAL COMMUNICATION n

Communication without the use of spoken language.

n

Nonverbal communication includes gestures, facial expressions and body positions (known collectively as “body language”)

n

Unspoken understandings and presuppositions and cultural and environmental conditions that may Haz08

MHS Kerteh Trg Dept

Nonverbal communication (NVC)

n

Understood as the process of sending and receiving wordless messages.

n

Such messages can be communicated through gesture; body language or posture; facial expression and eye contact;

n

Object communication such as clothing, hairstyles or even architecture; symbols and infographics; prosodic (rhythm)

n

Features of speech such as intonation and stress and other paralinguistic features of speech such

Haz08

MHS Kerteh Trg Dept

Nonverbal communication (NVC) n

n

APPEARANCE.

BODY LANGUAGE. n

SOUNDS.

# Haz08

MHS Kerteh Trg Dept

Haz08

MHS Kerteh Trg Dept

EFFECTIVE COMMUNICATION

Haz08

MHS Kerteh Trg Dept

THINK Solicit and give feedback o Listen Carefully o Focus on behavior not people o Maintain focus on the goal o Verify operation outcome is achieved. o

Haz08

MHS Kerteh Trg Dept

ADVOCACY To increase others’ S/A State Position o Suggest Solutions Be Persistent and Focus o Listen Carefully. o

o

Haz08

MHS Kerteh Trg Dept

INQUIRY To increase your own S/A o

Decide What, Whom, How to ask o Ask Clear, Concise Questions o Draw Conclusions from Valid Information o Keep an Open Mind.

Haz08

MHS Kerteh Trg Dept

ASSERTIVENESS in COMMUNICATION n

n n n n n n

Haz08

Providing relevant information without being asked Making suggestions Asking questions as necessary Confronting ambiguities Maintain position when challenged Stating opinions on decisions Refusing an unreasonable request. MHS Kerteh Trg Dept

Promote and control assertive behavior WHEN TO SPEAK UP The rules : Unsure of events (e.g., lost situational

awareness) Clearly believe you have the answer to a problem or situation Believe that you or the crew is in danger

HOW TO SPEAK UP Clearly Precisely conveyed Well timed. Haz08

MHS Kerteh Trg Dept

ASSERTIVE STATEMENT ELEMENTS ---Get attention ---State concern ---State situation ---Offer suggestions ---Get agreement

STANDARD ASSERTIVE STATEMENT ---Adopted standard phrases used as Warning or “heads up” call (“go around”, “abort”, “breakaway”). Haz08

MHS Kerteh Trg Dept

TAKE A BREAK

Haz08

MHS Kerteh Trg Dept

COMMUNICATION BARRIERS EXTERNAL- External influences that affect communication medium E.g., Noise, Policies, Procedures, Physical location of resources, Light, Temperature, Crew Workload, Time pressures INTERNAL - Introduced by participants, message becomes seriously degraded qBias qAttitude qBackground qEducation qChoice of words qRelationships qPerception qAssumptions qPrejudice qFear qPreoccupation Haz08

qUnwillingness to communicate qIntimidation qEgo qMindset qBody language qVoice tone qFatigue qComplacency q Unorganized thoughts MHS Kerteh Trg Dept

CRITICAL INTERNAL BARRIERS SOURCE CREDIBILITY § Sender’s credibility level (trust, confidence, faith) affects receiver’s views and reaction to the words, ideas and action of the sender § Communicator’s credibility level affects receiver’s perception FILTERING § Common in upwards communication / Asian culture § Manipulation of information so that it is perceived as positive by the receiver § Temptation to filter greater at entry level of organization. Haz08

MHS Kerteh Trg Dept

SEMANTIC PROBLEMS oSame word different meaning to others oSender speak same language but receiver does not transmit correct understanding oUse of in-group language can result in severe semantic problems and communication breakdown when outsiders are involved.

Haz08

MHS Kerteh Trg Dept

MISINTERPRETATION § § § § §

Message sent based on sender’s situation Decoded based on receiver’s situation Feedback to sender seem to be positive Both parties believe they are on common ground Actual fact: divergent interpretation of message

Classic examples: “Back, on the power” “Back On, the power” “Take-off power” “Take Off power” “Back off one” “Which one?” “Cheer up!” “Gear up” “What is the weight” “Two aircraft ahead of us sir” “Cleared descend two-four-zero-zero” “Roger, descending to 400” FT 2/89 Haz08

MHS Kerteh Trg Dept

Haz08

MHS Kerteh Trg Dept

The radio conversations between pilots and air traffic controllers can create quite a bit of laughing, confusion and misunderstanding. Say again.... Questions via the radio should not always be answered exactly. n

Tower: Aircraft in holding pattern, say fuel state?

n

Aircraft: Fuel state

n

Tower: Say again?

n

Aircraft: Again....

n

After this the tower controller switches off his radio and climbs down the stairs to drink coffee the rest of the afternoon.  Haz08

MHS Kerteh Trg Dept

RANK BARRIERS Ø Ø Ø Ø Ø

Vertical workplace (e.g. cockpit) hierarchy develops barriers Flight & ground personnel authority gradient Rank may obstruct effective communication Realization of potential danger often passed on vaguely or hesitantly Many accident reports indicate crew members or ground personnel (ATC, support, etc) noticed problems but failed to effectively alert pilot

RANK POWER GRADIENT

TOO FLAT Haz08

JUST RIGHT MHS Kerteh Trg Dept

TOO STEEP

COMMUNICATION BARRIERS Ø POOR LISTERNING SKILL Ø FILTERING Ø TIME PRESSURE Ø COMMUNICATION OVERLOAD Haz08

MHS Kerteh Trg Dept

Overcoming Barriers n

Use active listening techniques

n

Require feedback

n

Use appropriate mode of communication and decibel level

n

Use standard terminology.

Haz08

MHS Kerteh Trg Dept

Synopsis

Haz08

MHS Kerteh Trg Dept

Haz08

MHS Kerteh Trg Dept

Haz08

MHS Kerteh Trg Dept

Haz08

MHS Kerteh Trg Dept

#

Haz08

MHS Kerteh Trg Dept

Status: Date: 19 FEB 1989 Time: 06:36 Type: Boeing 747-249F Operator: Flying Tiger Line Registration: N807FT C/n / msn: 21828/408 First flight: 1979-11-01 Total airframe hrs: 34000 Cycles: 9000 Engines: 4 Pratt & Whitney JT9D-7Q Crew: Fatalities: 4 / Occupants: 4 Passengers: Fatalities: 0 / Occupants: 0 Total: Fatalities: 4 / Occupants: 4 Airplane damage: Written off Location: 12 km (7.5 mls) from Kuala Lumpur (Malaysia) show on map Phase: Approach Nature: Cargo Departure airport: Singapore Destination airport: Kuala Lumpur Subang International Airport (KUL/WMKK), Malaysia Flightnumber: 66 Narrative: The Boeing, named "Thomas Haywood", was less than half loaded with textiles, computer software and mail when it departed Singapore. Approaching Kuala Lumpur, the crew were cleared to route direct to the Kayell (KL) beacon for a runway 33 approach. While on the NDB approach, the crew were cleared to "...descend two four zero zero..." which was interpreted by the crew as "...to 400...". The aircraft descended below minimum altitude and crashed into a hillside at 600 feet/180m msl just before reaching the Kayell NDB, where minimum descent height was 2400 feet. The Boeing hit treetops and started to break up until bursting into flames. PROBABLE CAUSE: Non-standard phraseology was used by Kuala Lumpur ATC, causing the crew to misinterpret the instructions. Events: Flightcrew - Language/communication problems (also ATC) Result - CFIT - Hill, mountain Haz08

MHS Kerteh Trg Dept

Focus Questions

Haz08

MHS Kerteh Trg Dept

EFFECTIVE COMMUNICATION

o TWO

CHALLENGE RULE

o STERILE

Haz08

COCKPIT

MHS Kerteh Trg Dept

EFFECTIVE COMMUNICATION

REMEMBER Question enhance communication flow

o

Don’t give in to the temptation to ask question when Advocacy is required.

o

o

Use of Advocacy or Inquiry should raise a “RED FLAG”

Haz08

MHS Kerteh Trg Dept

Thank you! Congratulations, here is what you’ve just accomplished;

CRM Skill Communication To know more about new exciting subject , refer to the training programme given out to you.

Haz08

MHS Kerteh Trg Dept