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Recite a prayer(15 seconds)

Course ContentsContent 10 chapter:Chapter 1:INTRODUCTION OF CRMChapter 2:GENERATION OF CRMChapter 3:CRM SITUATIONAL AWARNESSChapter 4:COGNITIVE SKILL DECISION MAKINGChapter 5:INTERPERSONAL-COMMUNICATION SKILLS------------------------mid-test-------------------------------------Chapter 6:INTERPERSONAL-TEAMWORKSChapter 7:WORKLOADChapter 8:PERSONAL&ATTITUDEChapter 9:STRESSChapter 10:SLEEP,JETLAG,FATIGUECRM 1203CREW RESOURCE MANAGEMENTCHAPTER 5: Interpersonal Skills: Communication3

3Outline for the PresentationIntroduction to CRM skillsDefinitions of CommunicationImportance of Effective CommunicationsModes of CommunicationCommunication ProcessCommunication BarriersCommunication Skills4

COMMUNICATION

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

4Learning OutcomesBy the end of this session, we should be able to:

Apply the concept of effective communication and realize its importance during flight.

5Introduction to CRM skillsCRM is concerned not so much with the technical skills but rather with the cognitive and interpersonal skills needed to manage the flight.

Cognitive skills are defined as the mental processes used for gaining and maintaining situational awareness, for problem solving and decision making.

Interpersonal skills are regarded as communications and a range of behavioral activities in the teamwork67Interpersonal Skills Communications Teamwork

Cognitive Skills Situational AwarenessDecision Making

7Cont.8Lack of Situational AwarenessPoor Decision MakingLack of CommunicationLack of TeamworkLack of ResourcesLack of KnowledgeLack of AssertivenessDistractionPressure & StressCrew FatigueMajor Causes of Human Error in Aircraft Accidents~~Can we live without communication??~~

~~Can we communicate without the verbal method?~~

What is COMMUNICATION?(Definition of Communication)Communications: is the transfer of information from a speaker (transmitter) to a listener (receiver)

10The objective of the communication is to ensure the process of transferring information is successful.

FIRST IT WOULD BE HELPFUL TO DEFINE WHAT WE PLAN TO TALK ABOUT. COMMUNICATIONS IS THE TRANSFER OF INFORMATION FROM A SPEAKER TO A LISTENER SOMETIMES CALLED A RECEIVER.GOOD COMMUNICATIONS IS ACHIEVING THE DESIRED RESPONSE IN THE LISTENER.

Communication in Flight Operation11Environmental factorsInternal factorsRecognition of threats& danger.Cockpit CrewCabin CrewGround and Maintenance CrewATC Towercommunicatecommunicatecommunicateawareawareaware11Why we need to communicate?(Function of Communication)12Send information (e.g. ATC have instructed us to)

Get the feedback/ response (e.g. checked, set or roger)

Explain ideas/ proposals/ counter proposals/ suggestion (e.g. I disagree. What about XX instead )

Express feelings (e.g. Im not happy with)~~What the effective communication~~13

Why the Effective Communication Important?(Importance of Effective Communication)To pass information from one person to another (avoid miscommunication)

To conduct effective missions

To avoid mishaps (unlucky aircraft accident)

To maintain group situational awareness14*NotesTo have a communication the speaker and listener should share a common code.

Inadequate communications between crew members and other parties could lead to a loss of situational awareness, a breakdown in teamwork in the aircraft, and ultimately to a wrong decision which result in a serious aircraft accident.15Inadequate CommunicationInadequate Communication15*Please discuss now!!!Why is it that in communication, people always say it is not what you say, but how you say it is important?16

16Communication Achievements 7% of all communication is accomplished Verbally (using words orally or writing) 55% of all communication is achieved through Non-Verbal (body language)38% of communication is achieved by tone or sound of voice VERBAL7 %TONE OR SOUND OF VOICE38%

NON-VERBAL55 %Verbal - verbal communication occurs when words are used to communicate, either orally or in writing Non-Verbal - non-verbal communication occurs when body language, eye contact, posture, gestures, touch, silence - anything other than words - is used to communicate Symbolic - symbolic communication occurs as a result of our appearance - clothes, hair, jewelry, make of car, etc.

4/12/2011 1:06 AM 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

17it is not what you say, but how you say it "It's not what you say, but how you say it" shows the importance of nonverbal communication .

Of all communication modes, nonverbal is the most important because it shows the communicator's *credibility (knowledge & sincerity on about what he say).

Generally, nonverbal factors fit into four categories:Eye contact, Facial expressions, Gestures, Posture

Use of this information(non-verbal) can be important to a communicator because receivers interpret specific actions as having specific meanings.

181. Eye contact19

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2. Facial Expression3. Gesture21

4. Posture22

Eye ContactStudies on eye contact and its effect on communication find that maintaining eye contact while communicating is beneficial to credibility. *Credibility is the believability of a person. Our credibility is measured by the people with whom we interact (receiver). Through the use of beneficial eye contact , a communicator can raise his or her credibility with the receiver.23232. Facial ExpressionThe overall facial expression is important to a receivers perception of credibility.

A speaker's face must show interest and attention.

24243. Gestures (hand & head movements)A speaker simply standing and talking with no motion is dull.Beneficial gestures usually are performed with the hands, arms and head. These should be used to emphasise a point. In short, using gestures to show participation is beneficial to improve communication.There is no "correct" gesture for any given situation, but one of the keys to using good gestures is the appearance of spontaneity and naturalness. In other words, gestures should be performed without nervousness.Unnatural gestures, such as touching the body and playing with objects such as clothing or pens, are not good.25254. PostureThe difference between gesture and posture is that a gesture conveys a message by using one part of the body.

Whereas a posture involves the movement of the body as a whole.

Closed postures, with features such as folded arms and crossed legs, indicate a closed personality and a lack of confidence.

Open posture, with arms spread in a relaxed manner, is a much more confident .

Like gestures, postural movements should flow with the conversation so that they look natural.

2626Communication Process 27Communication is an art of making yourself understood.

Communication Process 28

There are four elements in the communication process:sender (speaker),

message,

receiver (listener)

feedback. 28Both sender and listener have their responsibilities to ensure the successful of communication process.

Moreover, anyone acting as the sender or receiver are also influenced by many factors - their perceptions, attitudes, values, knowledge, expectations, language skills, experience and their relationship to "the other person."

These influences act like filters and can impact on the process of sending and receiving messages.292930Senders responsibilities

Receivers responsibilities

communicating information Clearly, Correctly, Completely (3C).

communicate in a timely manner

requesting verification or feedback

acknowledge communication

repeat information

provide feedback

*3 Cs of communication:Be Correct standard part namesBe Complete Enough InformationBe Clear Say what you mean say.Communication Levels3 LEVELS OF COMMUNICATIONS

31POOR: the message is not even received, resulting in confusion

GOOD: You have sending your message across, but the receiver has not responded with the desired action

EFFECTIVE: The message is not only received, but it has resulted in the action you wanted (have response).313 LEVELS OF COMMUNICATIONS

POOR: the message is not even received, resulting in confusion

GOOD: You have gotten your message across, but the receiver has not responded with the desired action

EFFECTIVE: The message is not only received, but it has resulted in the action you wanted.

TEST EFFECTIVENESS OF YOUR COMMUNICATIONS:GET FEEDBACKAPPROACHES THAT WORK:Dont get personal--deal with behaviorFocus on objective ideas--advice will sound like personal opinion and is likely to be rejectedFocus on WHAT is said, not why. Why starts to get personal, and causes rejectionLimit your ideas to what can be used right now--stay off the lecturers soap box.

Section 4:CommunicationsCommunication BarriersCommunication Barriers: Anything that distorts or interferes with communications32

Barriers32Barriers: anything that distorts, confines or interferes with communicationsPhysical/mental barriers:Noise or staticMultiple communicationsFatigue or stressDistractionsIncomplete messageAmbiguous wordingTechnical wordsNon-standard phraseologyInsufficient informationOverly complex messageInterpersonalWhat is the barrier of communication??Type of Barriers that block the effective communication: 33There are many factors which block effective communication. They are organized into three distinct categories: 1. Physical BarriersThe physical barriers are normally barriers that prevents the communication from being received - items such as noise, hearing loss, confusion, fatigue, poor radio equipment. The pilot has some control over these barriers. 2. MentalThe mental barriers are much harder to detect and control; stemming from inside an individual, they encompass attitudes, feeling, bias and prejudice. For example, strong negative feelings in the cockpit can lead to a total lack of communication. Hostile environments create a safety hazard. Pilots must maintain a professional attitude to help to overcome the psycho-social barrier. 3. Technique-relatedThe technique employed to process information can be a barrier in itself. The professional who processes information does it the same way every time. The individual answers two questions before responding or acting on any information: What is the literal meaning? What is the contextual meaning? If these questions cannot be answered to the receiver's satisfaction, then clarification should be sought. After this, the next question should be: What action is appropriate in response to this communication? This type of controlled response creates a professional atmosphere and no matter what the feelings are between the crew members this professionalism cuts through much of the personality problems.

33Results of Language Barriers (Case Study)In 1977, at Tenerife in the Canary Islands, heavy accents and improper terminology among a Dutch KLM crew, an American Pan Am crew and a Spanish air traffic controller led to the worst aviation disaster in history, in which 583 passengers perished.

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.34In 1995, an American Airlines jet crashed into a mountain in Colombia after the captain instructed the autopilot to steer towards the wrong beacon. A controller later stated that he suspected from the pilot's communications that the jet was in trouble, but that the controller's English was not sufficient for him to understand and articulate the problem.

On November 13, 1996, a Saudi Arabian airliner and a Kazakhstan plane collided in mid-air near New Delhi, India. While an investigation is still pending, early indications are that the Kazak pilot may not have been sufficiently fluent in English and was consequently unable to understand an Indian controller giving instructions in English.35~~Please find the another case study . We will discuss it by tomorrow morning~~HOW to Overcoming Barriers?? Use active listening techniques (*LISTEN)Require feedbackE.g. asking back if you dont understand the instruction or saying roger if you understand.Use appropriate mode of communicationVerbal or non-verbal. Which one the most effective.Use standard terminologyUse the word/code that are easy to understand depends on the level of knowledge.

37The active listener attends to the words and projects their mind into that of the speaker, so that they can align their thoughts and feelings more closely to those of the speaker. Active listening consists of the following two skills:

Non-Verbal - AttendingFace the speaker, smile, look relaxed Maintain eye contact Encourage the other to speak

Verbal Questions

Active listener not:Passive or token Advice given Agreement or disagreement Judgmental or critical Argumentative

Active Listening is:The genuine desire to understand another person's perception Listening and expressing - understanding of what another person has said Sensitivity to another's thoughts and feelings

37*Active Listening Techniques (LISTEN)Look InterestedInquire with questionsStay on target (focus)Test UnderstandingEvaluate the messageNeutralize your thoughts, feelings an opinionsAvoid biasness, prejudice etc.3838Communication Skills39Most people dont want to tell someone off as the dont like conflict. But in airline, by not telling the other crew of the potential danger, you might meet an accident.

How you could communicate without creating a *conflict?

*Conflict means a serious disagreement or argument. It can have a serious effect on decision making quality.

How you could communicate without creating conflict?40Communication Skills!!!41Communication Skills:Opening or attract listener- Address the individual. E.g: "Hey Chief," or "Captain Smith," or "Bob," or whatever name or title will get the person's attention.

State your concern - State what you see in a direct manner while owning your emotions about it.E.g. "We're low on fuel,-direct I think our aircraft got the problem,-indirect

41423. State the problem as you see it E.g. "I don't think we have enough fuel to fly around this storm system," 4. State a solution E.g. "Let's divert to another airport and refuel,"

5. Obtain agreement E.g. "Does that sound good to you, Captain?" 42Case Study: Crash of Air Florida Flight 90 B 737 1982Cockpit voice recorder (CVR) transcript from the 1982 crash of Air Florida Flight 90 B 737 into the Potomac River in Washington, DC.

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Caused: Pilot failed to abort takeoff) Fatality: 78 people killedAir Florida Flight 90 was an Air Florida flight of a Boeing 737 airliner that crashed into the 14th Street Bridge across the Potomac River in Washington, D.C. on January 13, 1982 immediately after takeoff in a severe snowstorm. The accident claimed the lives of 78 people, including four motorists on the 14th Street Bridge. However, a few survivors from the shattered aircraft were rescued from the icy river by a combination of heroic efforts of civilians and professionals. Some of that heroism was commended during President Ronald Reagan's State of the Union speech a few days later. The National Transportation Safety Board determined that the cause of the accident was pilot error. The pilots failed to switch on the engines' internal anti-icing equipment, used reverse thrust in a snow storm prior to take-off, and failed to abort takeoff per FAA regulations even after detecting a power problem while taxiing, and visually identifying ice and snow buildup on the wings.43Description of the events:Plane crashed immediately after takeoff in a severe snowstorm from Washington National Airport.

The pilots failed to switch on the engines' internal ice protection systems, used reverse thrust in a snow storm prior to takeoff,

Pilot failed to abort the takeoff even after detecting a power problem while taxiing and visually identifying ice and snow buildup on the wings.44Cont.Cockpit Voice Recorder (CVR) transcripts15:59:51 CAPTAIN: Real cold, real cold.15:59:58 FIRST OFFICER: God, look at that thing. That don't seem right, does it? Uh, that's not right16:00:09 CAPTAIN: Yes it is, there's eighty16:00:10 FIRST OFFICER: No, I don't think that's right. Ah, maybe it is.16:00:21 CAPTAIN: Hundred and twenty.16:00:23 FIRST OFFICER: I don't know16:00:39 [Sound of stick shaker starts and continues until impact]16:00:41 TOWER: Palm 90 contact departure control.16:00:45 CAPTAIN: Forward, forward, easy. We only want five hundred.16:00:48 CAPTAIN: Come on forward....forward, just barely climb.16:00:59 CAPTAIN: Stalling, we're falling!16:01:00 FIRST OFFICER: Larry, we're going down, Larry....16:01:01 CAPTAIN: I know it.16:01:01 [Sound of impact]!!!!! 45Cont.Key:Military Time- LocalCA- CaptainF/O- First OfficerTWR- Tower

45In this example, the First Officer notices that something is wrong with the engine instruments, but the Captain disregards the F/O's concerns and continues with the takeoff.

In fact, the F/O addresses the issue of something "not being right" several times, with one of those times almost an acceptance of the problem. The captain, for whatever reason, justified those "things" as being "normal" and did not use any of the conflicting information offered by the F/O.46Cont.What the F/O should have done was voice his concerns in a more assertive fashion (as the message sender, his message was not being received). Typically, if something does not look right by the co-pilot, an "abort" callout should be made and the captain should unquestionably abort the takeoff as per the takeoff briefing. Would a more assertive F/O have prevented this accident? Was the F/O's fear of job repercussions a factor in not speaking up to a superior (and highly experienced) Captain? Would the captain have even performed an abort procedure if the F/O were more assertive? We will never know these answers. But in its purest form, there was a lack of communication.

47Group Activity 1:(based on previous case study of crash of Air Florida Flight 90 B 737 1982)In your group please make correction of the situations transcripts previously and try to practice them (verbal and non-verbal).48Group Activity 2 (Case study)Time is late and your captain is in a hurry to take-off in order to reach home in time to meet the crew day deadline. But the runway visibility is poor due to fog, as you could hardly see 100 feet away. What danger would the aircraft face if your captain take off ?How would you communicate with him of this potential danger?

49In your group please provide a transcripts and try to practice them.50Cont.ConclusionEffective communications among the crews in aviation is a *shared responsibility which makes aviation a whole lot safer.51

*Shared responsibilityIts about responsibility.Its about airworthiness.Its about safety.Its about professionalism.Its makes aviation work by holding to a standard.

52SHARED RESPONSIBILITY IS ABOUT RESPONSIBILITYAIRWORTHINESSSAFETYPROFESSIONALISM AND ENSURING THAT AVIATION CONTINUES TO WORK IN THIS COUNTRY BECAUSE WE ARE HELD TO AND MAINTAIN A FIXED AIRWORTHINESS STANDARD.Key Points53

CRM skillsDefinitions of CommunicationImportance of Effective CommunicationsModes of CommunicationCommunication ProcessCommunication BarriersCommunication Skills

End of Presentation #3Q/A session54Quotes of the Day55

We need to have people up there who can communicate what it feels like, not just pilots and engineers.

Buzz Aldrin (born Edwin Eugene Aldrin, Jr), quoted in The Real Mars, 2004. Q-bankHow you could communicate without creating a conflict? (10 M)What is the barrier of communication? (5 marks)Explain the important of communication IN AVIATION industry(6M)Briefly explain four factors of non verbal communication in order to achieve effective communication. (8 M)How to overcome the barriers in communication? (8 M)