Communications

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Communications

• NAM/CAR/SAM Quality Assurance Workshop
• Mark Rios
• Air Traffic Management Officer
• ICAO NACC Regional Office

NAM/CAR/SAM Air Traffic Services Quality
Assurance Workshop (Port of Spain, Trinidad and
Tobago, 26 to 30 November 2001)
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Objectives

• Define Communication
• You will also be able to identify and describe
• Types of Communication
• Elements of Communication
• Methods for improving communication skills
• Interview and Investigation techniques

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What is Communication?

• Sender
• Message
• Receiver
• Understanding

Listen to understand
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Types of Communication

• Oral
• Written
• Nonverbal

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Ineffective Communication

• SENDERS SAY
• You didnt listen
• You didnt ask questions
• You didnt think

• RECEIVERS SAY
• You didnt say what you meant
• You didnt speak/write clearly
• You used technical language

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Sender Communication Barriers

• Message is not clear
• Sender has negative attitude toward message
  and/or receiver
• Sender picks wrong place and time
• Sender fails to verify whether received
  understands

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Receiver Communication Barriers

• Receiver is preoccupied
• Receiver wants to finish senders message
• Receiver pretends to listen
• Receiver pretends to understand

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Methods of Improving Oral Communications

• Speak clearly
• Use a clear vocabulary
• Establish a rapport
• Develop good eye contact skills
• Watch for clues
• Conclude on a positive note

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Elements of Effective Listening

• Giving attention
• Interpreting
• Understanding
• Discipline

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How to Listen

• Stop talking
• Put the talker at ease
• Ask questions
• Empathize
• Avoid arguments and criticism
• Hold your temper

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Methods of Improving Written Communication

• Organize your thoughts
• Stick to the main subject
• Consider the reader
• Use short sentences

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Methods of Improving Written Communication

• Avoid complex words
• Avoid unnecessary words
• Avoid stock phrases
• Use active verbs

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Nonverbal Communications

• Interpreting

• Body Language

• Gestures

• Signals

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Characteristics of a Good Investigator

• Professionalism
• Interest
• Curiosity
• Analytical Mind
• Infinite Patience
• Sound Judgment
• Compassion

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Characteristics of a Good Investigator (contd)

• Tact and Diplomacy
• Integrating
• Experience
• Organization
• Articulate Communicator

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Conducting an Investigation

• Create an outline or Path
• Use a Time Management System
• Document what you have learned

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Investigative Reasoning

• Inductive Reasoning
• Deductive Reasoning
• Characteristics of a Good Investigator Checklist

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Interviewing
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Conducting an Interview

• Select a location
• Prepare for interview
• Establish Rapport

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Select a location which

• Is conductive to eliciting information
• Avoids the presence of associates of witnesses
• Provides privacy for disclosures which could be
  confidential or embarrassing

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Prepare for Interview

• Acquaint yourself with ALL the facts
• List known facts
• Identify missing facts
• Create a checklist

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Prepare for Interview (contd)

• Make a list of questions
• Have something to write on/with
• Generally, there should be no more than two
  questioners
• Avoid collective interviews

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Establish Rapport

• Welcome the Person
• Make the Person Feel at Ease
• Remove physical barriers

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Some Factors that may affect an Interview

• Emotions

• Exaggeration

• Omissions

• Trauma

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Bibliography

• Quality Assurance Program Administration, Course
  50314
• FAA Academy, Oklahoma City

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THANK YOU
THE END