Ch 14 - Communication And Cockpit Managament

Question 1

Communication - Paul Watzalawick’s

Answer 1

One Cannot not communicate

Transmitter and a receiver

Question 2

Berlos- 6 Interpersonal Communication Model

Answer 2

1. Source
2. Message
3. Chanel
4. Receiver
5. Encoder
6. Decoder

Question 3

4 Main Reasons for Communication

Answer 3

1. Instrumental Communication - objective of obtaining information
2. Informative Communication - concerned with discovery/explanation
3. Ritual (hello, good morning etc… Habit)
4. Persuasive - concerned with changing behaviour

Question 4

Context

Answer 4

Grammar / context

Structure and punctuation of a sentence can change and dictates it’s meaning

Question 5

Body Language

Answer 5

Supports Verbal communication

Makes up 70% of communication

Seeing body languages reduces the amount of misunderstandings

Problems on flight decks: Can’t see each other so you have to be more verbal to get your message across, to make it easier; enunciate, speak slower, use short sentences

Question 6

Meta communications

Answer 6

Everything within communication apart from words themselves.

Makes up 75/80% of total communication (everything but words)

Question 7

Professional Languages

Answer 7

Limits errors, means consistency

You need to make sure that the receiver is of the same professional level, that they are on the same page and use the same language

Question 8

Factors Affecting Communication

Answer 8

Intelligibility - too quick, poor reception

Ambiguity

Uniqueness - call sign - individual

Volume of information - departure clearance (chunking)

Mixture of languages (English is the aviation language)

Workload and disruptions / interruptions

Question 9

Good Communication

Answer 9

Feedback is vital

Professional Language must be used along with feedback

Question 10

The 3 Types of Questions

Answer 10

Open/Implicit questions - Person has to think
Adv; Consider factors before decision is mad
Disadv; Open to misinterpretation or the responder may not fully understand the implications of the q

Closed/Explicit - Adv; short, less prone to misunderstandings, precise quick responses. Disadvantage; lack of information

A leading question - when you aren’t sure of yourself - shows a lack of situational awareness

Question 11

Transactional Analysis

Answer 11

Based on behaviour and communication types

Parent - Nurturing, Critical

Adult - Analyser, Thinker, Makes decisions

Child - Creative, Needy, Emotive

Most desirable for a pilot; Adult

Question 12

Cockpit Communications

Answer 12

Communication is a resource and a task and will Limit resources available to other tasks

FL100> Switch on and just use professional language
FL100< Can speak about what ever you want

Disadvantage to communication; Prone to disruption

When busy or in periods of high workload, communication levels can decrease or stop completely which can lead to errors

Question 13

Expectation

Answer 13

When you hear what you are expecting to hear

E.G. - when you hear an expected approval, even when it hasn’t actually been said

Question 14

Conflict

Answer 14

The number 1 reason for cockpit conflict is poor communication

2 Types:

• Intra-personal which is within yourself
• Inter personal which is between yourself and another/group

All conflict tends to escalate

Question 15

Cockpit Prevention (6)

Answer 15

Active listening

Feedback (verbalise) to avoid misinterpretation

Inquiry

Negotiation

Advocacy / Advocate

Metacommunications

Question 16

Conflicting Management

Answer 16

Conflict management involves participation of all involved to find an acceptable collective decision

• Clarify reasons for conflict
• Essentially the responsibility of the captain

If it cant be resolved in the air - sort it out on the ground

Question 17

Culture

Answer 17

What you find acceptable in your culture, might not be acceptable in others

Question 18

MCC - Cockpit Management

Answer 18

Multi-crew Cooperation

2 Core principles;

• Cooperation
• Communication

If you have both, it is a good indication that you have good SA

Shows that you; Trust each other, Confident in each other, deligate, Know each other’s roles, Share tasks

Question 19

CRM - Cockpit management

Answer 19

Crew Resource Management

Based around using all of the resources available to you effectively; Cabin Crew, other pilot, ATC, Checklists, Operator (everything at your disposable)

The aim is to develop effective crew performance by improving attitude towards flight safety and human relationship management

Improve the effectiveness of the crew overall, no individual performance

Question 20

Co - Action

Answer 20

Working together in parallel towards a common goal

Question 21

Crew Briefings

Answer 21

Refresh the crews memory of actions needed to be taken, helps with coordination and cooperation and promotes co-acting.

Must be;

As much information as possible but concise
As comprehensive as possible 
Concise 
Standardised 
Understandable to the crew members 
Individual to each flight

Question 22

Software - Checklists and manuals

Answer 22

• Should not carry out checklist simultaneously with anything else
• Priority is safety
• Produced by the manufacturers usually
• Especially used in an unfamiliar AC or under high stress
• Usually challenge and response (pilot monitoring, pilot flying)

Design; Segmented or sectioned into logical parts, important items near the top, critical items will have redundancies, panel scan technique (flow checks), Text should be legible

Question 23

Checklist and Manual Errors

Answer 23

They are rule based behaviour

You can miss things

They are susceptible to distractions or interruptions

Responding automatically rather than diligently

Question 24

Synchronisation

Answer 24

Cognitive - 2 pilot work together to maintain a common image using check lists and briefings

Temporal - 2 pilots trigger a simultaneous action e.g - engine start and they both start their stopwatch at the same time

Question 25

Synergy

Answer 25

Where the group performance exceeds the sum of the individual performances

1+1 = >2

Should start at the first briefing of the day and last up until the end of the last briefing of the day

Question 26

Factors that encourage team work

Answer 26

Team objectives being clear
Committed members
Trust
Support 
Actively listening to others 
Conflicted worked through and resolved 
Abilities of the group known 
Feedback utilised 
Professional language used at all times

Question 27

Barriers to Crew Co-Operation (6)

Answer 27

Complacency 
Anti-Authoritarian
Impulsiveness 
Invulnerability
Macho
Resigned