9.7 Communication

Question 1

what 5 elements that contribute to good communication?

Answer 1

1. transmit
2. encode
3. decode
4. receive
5. feedback

Question 2

what does an engineer ragularly communicate?

Answer 2

information
ideas
feelings
attitudes and beliefs

Question 3

how may communication be transmitted?

Answer 3

verbal
written/textual
non-verbal

Question 4

for a verbal or written message to be understood, what does the sender have to make sure that the receiver is?

Answer 4

is using the same channel of communication
recognise and understands his language
able to make sense of the message

Question 5

how may an engineer use communication?

Answer 5

before starting a task, to find out what to do
during - ask questions, update on progress etc
at the end - report completion and highlight any problems

Question 6

what is the key to effective communication?

Answer 6

use words effectively and obtain feedback to make sure that the message has been heard and understood

Question 7

what are the two main ways in which communication can cause problems?

Answer 7

lack of communication and poor communication

Question 8

what is “lack of communication” characterised by?

Answer 8

pertinent information missed or written message mislaid

Question 9

what is “poor communication” characterised by?

Answer 9

by an engineer who doesn’t make it clear what they need to know and receives inappropriate information, or a written report in barely legible handwriting

Question 10

what else could go wrong in communication?

Answer 10

where 1 party involved makes some kind of assumption

Question 11

what kind of assumption might one make?

Answer 11

the sender may assume the receiver understands the message
the receiver may assume the message means one thing but in fact, it has been misinterpreted

Question 12

how can assumptions be minimised?

Answer 12

by ensuring the messages are unambiguous and proper feedback provided

Question 13

how should work logging and recording be carried out?

Answer 13

usually set my company procedures but usually in written form. doesn’t mean other forms cannot be used, ie, pictures, diagrams

Question 14

what was a contributory factor of the b737 incident regarding communication?

Answer 14

engine run requirement was carried over to task cards and handed over to on coming shift

Question 15

how are engineers likely to keep current?

Answer 15

-taking refresher courses
-reading briefing material, memos and bulletins
-studying maintenance manual amendments

Question 16

whose responsibility is it for maintaining currency?

Answer 16

-the individual engineer and the maintenance organisation

Question 17

what is the greatest risk regarding keeping up to date?

Answer 17

small changes to technology or procedures concerning existing aircraft

Question 18

what is important to ensure that new information is passed to everyone?

Answer 18

a good dissemination of information.
forms part of its safety culture

Question 19

what was a contributory factor to the eastern air crash?

Answer 19

a work card had been amended but no follow-up to ensure all mechanics were incorporating the training material.
ineffective use of dissemination of information