communications car/sam air traffic services quality assurance programmes seminar south american...
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CommunicationsCommunicationsCAR/SAM Air Traffic Services Quality Assurance Programmes CAR/SAM Air Traffic Services Quality Assurance Programmes
SeminarSeminar
South American Regional OfficeSouth American Regional Office
CAR/SAM Air Traffic Services Quality Assurance Programme(Lima, Peru, 15 to 18 October 2002)
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
ObjectivesObjectives
Define CommunicationDefine Communication
You will also be able to You will also be able to identify and describe:identify and describe:
Types of CommunicationTypes of Communication Elements of Elements of
CommunicationCommunication Methods for improving Methods for improving
communication skillscommunication skills Interview and Investigation Interview and Investigation
techniquestechniques
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
What is Communication?What is Communication?
SenderSender
MessageMessage
ReceiverReceiver
UnderstandingUnderstanding
Listen to understand
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Types of CommunicationTypes of Communication
OralOral
WrittenWritten
NonverbalNonverbal
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Ineffective CommunicationIneffective Communication
SENDERS SAY:SENDERS SAY:
You didn’t listenYou didn’t listen
You didn’t ask You didn’t ask questionsquestions
You didn’t thinkYou didn’t think
RECEIVERS SAY:RECEIVERS SAY:
You didn’t say what You didn’t say what you meantyou meant
You didn’t speak/write You didn’t speak/write clearlyclearly
You used technical You used technical languagelanguage
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Sender Communication BarriersSender Communication Barriers
Message is not clearMessage is not clear
Sender has negative attitude toward message Sender has negative attitude toward message and/or receiverand/or receiver
Sender picks wrong place and timeSender picks wrong place and time
Sender fails to verify whether received Sender fails to verify whether received understandsunderstands
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Receiver Communication BarriersReceiver Communication Barriers
Receiver is preoccupiedReceiver is preoccupied
Receiver wants to finish sender’s messageReceiver wants to finish sender’s message
Receiver pretends to listenReceiver pretends to listen
Receiver pretends to understandReceiver pretends to understand
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Methods of Improving Oral Methods of Improving Oral CommunicationsCommunications
Speak clearlySpeak clearly
Use a clear Use a clear vocabularyvocabulary
Establish a rapportEstablish a rapport
Develop good eye Develop good eye contact skillscontact skills
Watch for cluesWatch for clues
Conclude on a Conclude on a positive notepositive note
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Elements of Effective ListeningElements of Effective Listening
Giving attentionGiving attention
InterpretingInterpreting
UnderstandingUnderstanding
DisciplineDiscipline
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
How to ListenHow to Listen
Stop talkingStop talking
Put the talker at easePut the talker at ease
Ask questionsAsk questions
EmpathizeEmpathize
Avoid arguments and Avoid arguments and criticismcriticism
Hold your temperHold your temper
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Methods of Improving Written Methods of Improving Written CommunicationCommunication
Organize your Organize your thoughtsthoughts
Stick to the main Stick to the main subjectsubject
Consider the readerConsider the reader
Use short sentencesUse short sentences
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Methods of Improving Written Methods of Improving Written CommunicationCommunication
Avoid complex wordsAvoid complex words
Avoid unnecessary Avoid unnecessary wordswords
Avoid stock phrasesAvoid stock phrases
Use active verbsUse active verbs
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Nonverbal CommunicationsNonverbal Communications
InterpretingInterpreting
Body LanguageBody Language
GesturesGestures
SignalsSignals
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Characteristics of a Good Characteristics of a Good InvestigatorInvestigator
ProfessionalismProfessionalism
InterestInterest
CuriosityCuriosity
Analytical MindAnalytical Mind
Infinite PatienceInfinite Patience
Sound JudgmentSound Judgment
CompassionCompassion
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Characteristics of a Good Characteristics of a Good Investigator (cont’d)Investigator (cont’d)
Tact and DiplomacyTact and Diplomacy
IntegratingIntegrating
ExperienceExperience
OrganizationOrganization
Articulate CommunicatorArticulate Communicator
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Conducting an InvestigationConducting an Investigation
Create an outline or Create an outline or PathPath
Use a Time Use a Time Management SystemManagement System
Document what you Document what you have learnedhave learned
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Investigative ReasoningInvestigative Reasoning
Inductive ReasoningInductive Reasoning
Deductive ReasoningDeductive Reasoning
Characteristics of a Characteristics of a Good Investigator Good Investigator ChecklistChecklist
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
InterviewingInterviewing
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Conducting an InterviewConducting an Interview
Select a locationSelect a location
Prepare for interviewPrepare for interview
Establish RapportEstablish Rapport
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Select a location which:Select a location which:
Is conductive to Is conductive to eliciting informationeliciting information
Avoids the presence Avoids the presence of associates of of associates of witnesseswitnesses
Provides privacy for Provides privacy for disclosures which disclosures which could be confidential could be confidential or embarrassingor embarrassing
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Prepare for InterviewPrepare for Interview
Acquaint yourself with Acquaint yourself with ALLALL the facts the facts
List known factsList known facts
Identify missing factsIdentify missing facts
Create a checklistCreate a checklist
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Prepare for Interview (cont’d)Prepare for Interview (cont’d)
Make a list of Make a list of questionsquestions
Have something to Have something to write on/withwrite on/with
Generally, there Generally, there should be no more should be no more than two questionersthan two questioners
Avoid collective Avoid collective interviewsinterviews
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Establish RapportEstablish Rapport
Welcome the PersonWelcome the Person
Make the Person Feel Make the Person Feel at Easeat Ease
Remove physical Remove physical barriersbarriers
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
Some Factors that may affect an Some Factors that may affect an InterviewInterview
EmotionsEmotions
ExaggerationExaggeration
OmissionsOmissions
TraumaTrauma
CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar
(Lima, Perú, 15 to 18 october 2002)
BibliographyBibliography
Quality Assurance Program Quality Assurance Program Administration, Course 50314Administration, Course 50314
FAA Academy, Oklahoma CityFAA Academy, Oklahoma City
THANK YOUTHE END