Download lack of communication.

CRM 1203
CREW RESOURCE MANAGEMENT
Presentation 3: Interpersonal Skills:
Communication
Presented by Mohd Amirul for AMC
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Recapitulate
• Before we begins, let’s recap what we learn
last session:
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•
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Definition of CRM
Objectives of CRM
Resources in CRM
Importance of CRM training
Role and Goal of Crew in CRM
Elements of CRM
Error Chain
Presented by Mohd Amirul for AMC
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Outline for the Presentation
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2.
3.
4.
5.
6.
7.
Introduction to CRM skills
Definitions of Communication
Importance of Effective Communications
Modes of Communication
Communication Process
Communication Barriers
Communication Skills
Presented by Mohd Amirul for AMC
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Learning Outcomes
• By the end of this session, we should be able
to:
– Apply the concept of effective communication and
realize its importance during flight.
Presented by Mohd Amirul for AMC
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Introduction to CRM skills
• CRM is concerned not so much with the technical skills but
rather with the cognitive and interpersonal skills needed to
manage the flight.
Cognitive
CRM skills
Interpersonal
• 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 teamwork
Presented by Mohd Amirul for AMC
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Cont.
Interpersonal Skills
• Communications
• Teamwork
Cognitive Skills
• Situational Awareness
• Problem Solving &Decision Making
These skills somehow will overlap with each other
Presented by Mohd Amirul for AMC
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Major Causes of Human Error in Aircraft
Accidents
Lack of Situational Awareness
Poor Decision Making
Lack of Communication
Lack of Teamwork
Lack of Resources
Lack of Knowledge
Lack of Assertiveness
Distraction
Pressure & Stress
Crew Fatigue
Presented by Mohd Amirul for AMC
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What is COMMUNICATION?
(Definition of Communication)
• Communications: is the transfer of information from
a speaker (transmitter) to a listener (receiver)
• The objective of the communication is to ensure the
process of transferring information is successful.
Presented by Mohd Amirul for AMC
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Communication in Flight Operation
communicate
Cabin Crew
Cockpit Crew
aware
communicate
aware
Environmental factors
Internal factors
Recognition of threats
& danger.
communicate
aware
Ground and Maintenance Crew
ATC Tower
Presented by Mohd Amirul for AMC
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Why we need to communicate?
(Function of Communication)
•Send 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. “I’m not happy with”)
Presented by Mohd Amirul for AMC
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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 awareness
Presented by Mohd Amirul for AMC
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*Notes
• To 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.
Breakdown
in
Teamwork
Inadequate
Inadequate
Communication
Communication
Loss of
Situational
Awareness
Wrong
Decision
AIRCRAFT
ACCIDENT
Presented by Mohd Amirul for AMC
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*Do you know??
• The research done of Cockpit voice recordings of
various air disasters tragically reveal first officers and
flight engineers attempting to bring critical information
to the captain's attention in an indirect and ineffective
way
• By the time the captain understood what was being
said, it was too late to avert the disaster.
• Example: United Airlines DC-8 crashed during approach near Portland.
While the captain hold the landing time to fix the landing gear problems,
the flight engineer & first officer (co-pilot) failed to effectively inform the
captain about the low fuel level condition. Finally, lead to the crash
because the aircraft ran out of the fuel.
Presented by Mohd Amirul for AMC
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Modes of Communication
Communication
modes
VERBAL
-Use words.
-Orally or writing
NON-VERBAL
-anything other than words
-body language (facial
expression, hand movements,
smile), eye contact, posture,
touch.
Presented by Mohd Amirul for AMC
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Cont.
Communication Achievements
• 45% of all communication is accomplished
Verbally (including 38% tone or sound of voice)
• 55% of all communication is achieved through
Non-Verbal (body language.)
VERBAL
NON-VERBAL
45 %
55 %
Presented by Mohd Amirul for AMC
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Cont.
*Question
• Why is it that in communication, people
always say “it is not what you say,
but how you say it” is important?
Presented by Mohd Amirul for AMC
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Cont
“it 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:
1. Eye contact,
2. Facial expression,
3. Gestures,
4. Posture
• Use of this information(non-verbal) can be important to a
communicator because receivers interpret specific actions as
having specific meanings.
Presented by Mohd Amirul for AMC
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Cont.
What is the credibility??
• Credibility is the believability of a person as
measured by another person.
• Our credibility is measured by the people with whom
we interact (receiver).
• The receiver is taking in all communication output
and summing it up to measure the sender's
credibility.
Presented by Mohd Amirul for AMC
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Cont.
1. Eye Contact
• Studies on eye contact and its effect on
communication find that maintaining eye contact
while communicating is beneficial to credibility.
• Through the use of beneficial eye contact , a
communicator can raise his or her credibility with
the receiver.
Presented by Mohd Amirul for AMC
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Cont.
2. Facial Expression
• The overall facial expression is important to a
receiver’s perception of credibility.
• A speaker's face must show interest and
attention.
Presented by Mohd Amirul for AMC
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Cont.
3. 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.
Presented by Mohd Amirul for AMC
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Cont.
4. Posture
• The 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.
Presented by Mohd Amirul for AMC
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Communication Process
Communication is an art of
making yourself understood.
Presented by Mohd Amirul for AMC
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Cont.
Communication Process
•There are four elements in the communication process:
1. sender (speaker),
2. message,
3. receiver (listener)
4. feedback.
Presented by Mohd Amirul for AMC
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Cont.
• Both 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.
Presented by Mohd Amirul for AMC
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Cont.
Sender’s responsibilities
Receiver’s responsibilities
•communicating information Clearly, •acknowledge communication
Correctly, Completely (3C).
•repeat information
•communicate in a timely manner
•provide feedback
•requesting verification or feedback
*3 C’s of communication:
•Be Correct – standard part names
•Be Complete – Enough Information
•Be Clear – Say what you mean say.
Presented by Mohd Amirul for AMC
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Communication Levels
• 3 LEVELS OF
COMMUNICATIONS
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).
POOR:
the message is not
even received,
resulting in confusion
Presented by Mohd Amirul for AMC
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Communication Barriers
Barriers
• Communication Barriers: Anything that distorts or
interferes with communications
Presented by Mohd Amirul for AMC
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Cont.
What is the barrier of communication??
Type of Barriers that block the effective
communication:
1. Physical Barriers
• e.g. noise, hearing loss, confusion, fatigue, poor
radio equipment.
2. Mental Barriers
• e.g. strong negative feelings in the cockpit can
lead to a total lack of communication.
3. Language Barriers
Presented by Mohd Amirul for AMC
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Cont.
Results 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.
Presented by Mohd Amirul for AMC
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Cont.
• In 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.
Presented by Mohd Amirul for AMC
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Cont.
Overcoming Barriers
• Use active listening techniques (*LISTEN)
• Require feedback
– E.g. asking back if you don’t understand the
instruction or saying ‘roger’ if you understand.
• Use appropriate mode of communication
– Verbal or non-verbal. Which one the most
effective.
• Use standard terminology
– Use the word/code that are easy to understand depends
on the level of knowledge.
Presented by Mohd Amirul for AMC
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Cont.
•
•
•
•
•
•
*Active Listening Techniques
(LISTEN)
Look Interested
Inquire with questions
Stay on target (focus)
Test Understanding
Evaluate the message
Neutralize your thoughts, feelings an opinions
– Avoid biasness, prejudice etc.
Presented by Mohd Amirul for AMC
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Communication Skills
Most people don’t want to tell someone off as the
don’t 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.
Presented by Mohd Amirul for AMC
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Cont.
How you could communicate without
creating conflict?
Communication Skills!!!
Presented by Mohd Amirul for AMC
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Cont.
Communication Skills:
1. 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.
2. 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
Presented by Mohd Amirul for AMC
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Cont.
3. 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?"
Presented by Mohd Amirul for AMC
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Case Study: Crash of Air Florida
Flight 90 B 737 1982
Cockpit voice recorder (CVR) transcript from
the 1982 crash of Air Florida Flight 90 B 737
into the Potomac River in Washington, DC.
Caused: Pilot failed to
abort takeoff)
Fatality: 78 people killed
Presented by Mohd Amirul for AMC
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Cont.
Description 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.
Presented by Mohd Amirul for AMC
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Cont.
Cockpit Voice Recorder (CVR) transcripts
15:59:51 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 right
16:00:09 CAPTAIN: Yes it is, there's eighty
16:00:10 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 know
16:00:39 [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]!!!!!Presented by Mohd Amirul for AMC
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Cont.
• In 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.
Presented by Mohd Amirul for AMC
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Cont.
• 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.
Presented by Mohd Amirul for AMC
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Group 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
situation’s transcripts previously and try to
practice them (verbal and non-verbal).
Presented by Mohd Amirul for AMC
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Group 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.
a)What danger would the aircraft face if your
captain take off ?
b)How would you communicate with him of this
potential danger?
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Cont.
• In your group please provide a transcripts and
try to practice them.
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Conclusion
Effective communications among the crews
in aviation is a *shared responsibility which
makes aviation a whole lot safer.
Presented by Mohd Amirul for AMC
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*Shared responsibility
•
•
•
•
•
It’s about responsibility.
It’s about airworthiness.
It’s about safety.
It‘s about professionalism.
It’s makes aviation work by holding to a
standard.
Presented by Mohd Amirul for AMC
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Key Points
1.
2.
3.
4.
5.
6.
7.
CRM skills
Definitions of Communication
Importance of Effective Communications
Modes of Communication
Communication Process
Communication Barriers
Communication Skills
Presented by Mohd Amirul for AMC
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End of Presentation #3
Q/A session
Presented by Mohd Amirul for AMC
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Task
• For each group please study the journal given
on Evaluation of CRM program and present it
in the class next week.
–
–
–
–
Duration: 1 week
Presentation Duration: 5-10 minutes each group
Presentation aid: Power point ( submit the softcopy after the presentation)
Outcome: Student will understand the origin of CRM training for flight crews
in the early 1980’s , its evaluation and current CRM training practiced in
commercial aviation.
– Other info.: each group for each evolution.
– Suggested point to be includes: Program’s objectives, focus/main concern,
problem/lack, concept, time start etc.
*journal will be posted in e-group by Friday.
Presented by Mohd Amirul for AMC
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Quotes of the Day
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.
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