6 - Communication and Culture Flashcards
What is communication?
The process of sharing information, meanings, and feelings between persons through the exchange of verbal and non verbal communication
Transfer of information with the information being understood by both the sender and receiver
What are some examples of non verbal communication? How much of communication is non verbal?
93%
Tone, gesture, facial expression, eye contact, nodding/shaking head
What are the types of different communicators? How would you deal with each?
Silent - as open ended questions
Indifferent - determine reason for indifference, open statement about it opening conversation
Hostile - determine reason, postpone discussion if hostility leading to excess emotion
Defensive - restate persons words with positive reconstruction, use empathy
What are the types of miscommunication? Examples?
Ambiguity - 2 or more meanings in a word/phrase/sentence (flying planes are dangerous)
Homophony - words that sound the same or nearly the same (hold short/oh sure)
What aviation procedures do we use to prevent miscommunication?
Readbacks
Standard phraseology/call outs (SOPs)
Cross checks
Sterile cockpit
Display/contorl setting checks
Document verification (reading eff date of plates)
What is TCAG? What does it cause?
Trans cockpit authority gradient, where there is a significant difference in age, seniority, status, reputation,etc between the FO and Capt
Leads to a communication gulf, personality can add to this gulf
Why don’t pilots speak up?
Reluctant to point out incompetent behaviour and embarrass other crew member
Don’t want to create bad feelings
Don’t want to get a bad reputation
Captain too intimidating (TCAG too steep)
Power structure, assume captain has more experience, hesistanst to question those of higher status
What are the stages of assertion? and the levels to get to assertion?
Enquiry, advocacy, assertion
Non reactive (Co pilot syndrome), Data transfer (Cross checking/standard calls), Suggestion, Criticism, Confrontation (This is stupid), Conflict
What is excessive professional courtesy?
The natural hesitancy of people to point out deficiencies in others, strengthened if that persons is an equal or superior (halo effect)
What is co pilot syndrome and what can cause it?
Feeling like the other pilot/systems has everything under control, crew member along for ride not monitoring things
Can be caused by physical discomfort, or interpersonal conflict
What are hofstedes 6 dimensions of culture?
Power distance
Uncertainty avoidance
Collectivism vs individualism
Masculinity vs femininity
Long term vs short term orientation
Indulgence vs restraint
