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Communications Communications CAR/SAM Air Traffic Services Quality Assurance CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar Programmes Seminar South American Regional Office South American Regional Office CAR/SAM Air Traffic Services Quality Assurance Programme (Lima, Peru, 15 to 18 October 2002)

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Page 1: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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)

Page 2: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 3: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 4: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar

(Lima, Perú, 15 to 18 october 2002)

Types of CommunicationTypes of Communication

OralOral

WrittenWritten

NonverbalNonverbal

Page 5: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 6: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 7: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 8: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 9: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 10: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 11: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 12: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 13: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 14: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 15: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 16: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 17: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 18: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar

(Lima, Perú, 15 to 18 october 2002)

InterviewingInterviewing

Page 19: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 20: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 21: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 22: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 23: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 24: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 25: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

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

Page 26: Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance

THANK YOUTHE END