Communication & Culture

Question 1

What is communication?

Answer 1

Process where sender exchanges meaning, feeling and info with persons by non/verbal communication, where info is understood by both parties

Question 2

Explain one and two way communication

Answer 2

1: quick and sender in control and receiver may not be paying attention
2: more accurate, reliable and effective. Both parties involved to achieve mutual understanding and check details of info.

Question 3

Explain the process of communication

Answer 3

Though—>encode—>channel—>disturbance—>decode—> understanding

Sender then transmission then receiver

Question 4

How much of communication is verbal?

Answer 4

7%

Question 5

Difference between hearing and active listening? How cna we active listen?

Answer 5

Hearing is simply hearing noise and not understanding, AL is interpreting what is said and giving the other person attention and feedback.

• concentrate
• listen for main ideas and asses relevance
• ask if you don’t understand
• avoid emotions
• give feedback
• don’t switch off or interrupt
• look at nonverbal cues

Question 6

How much of all info is retained? What is gap searching

Answer 6

1/3 and most of it is during the start.

When someone is looking for a place to interrupt at this point they are not active listening.

Question 7

Name some external barriers to communication

Answer 7

Noise, light, temperature, workload, location (in person/online), method of communication, time of communication

Question 8

Name some internal barriers to communication

Answer 8

Native language
Culture
Ego
Preoccupation
Social position (face)
Attitude
Bias
Motivation
Prejudice
Fear
Relationship
Physical state
Perception
Body language
Tone of voice
Emotional state

Question 9

Describe the “silent one”

Answer 9

Remains silent and uncommunative, using monotone syllables to reply.
To counteract, should use open ended questions and casual covnversation and even determine their knowledge of the language being used.

Question 10

Describe the “defensive one”

Answer 10

Feels threatened by critical tone and becomes defensive about their actions/viewpoint. Should use soft and unaggressive phrases, avoid negative words. Use the persons words and rephrase in a positive way.
(Why did you… vs why didn’t you)

Question 11

Describe the “indifferent one”

Answer 11

Exhibits not interest in discussion.

Determine if indifferent or lack of attention span. NEED to be honest if other is being indifferent

Question 12

Describe the “hostile” one

Answer 12

Is always angry. Avoid by determining the cause of their hostility (could be result of a negative experience). Stop discussion if they are being hostile. Should try rephrase their words in a positive way

Question 13

What is homophone and ambiguity?

Answer 13

H: two words that sound similar (hold short/oh sure)
A: phrase has one or more meanings due to structure/grammar

Question 14

Describe features of a good communicator in an aviation environment

Answer 14

Convey info clear and concise
Uses standard phraseology 
Provides info as required
Acknowledges communication
Repeats info (x check/read back)
Asks for clarification
Resolves conflict constructively

Question 15

What are some ways to avoid communication errors

Answer 15

Read backs
X check
Standard phraseology
Verify documents
Display/control setting checks
Sterile cockpits

Question 16

What is a sterile cockpit?

Answer 16

No no operation talk or tasks in critical phrases (OB->10000ft, 1000ft lvl off, approaching TOD, TOD-> OB.
Is used to reduce distraction and increase error detection/management and focus on flying the a/c.

Question 17

How can language affect communications?

Answer 17

Heavy accents, different languages, different emphasis on words due to cultures

Question 18

What is TCAG?

Answer 18

Occurs when there is a significant difference in seniority, age, experience, status or reputation causing a communication gulf

Question 19

Why dont pilots speak up for?

Answer 19

Don’t want to point out others mistakes and embarrass them
Don’t want to create negativity feelings
Keep harmony
Don’t want to create bad reputation/viewed negatively
Captain intimidating
TCAG
Lack of experience
Futility (it won’t make a difference)
Fear of punishment
Concern for impact it will have on other (punishment)

Question 20

What are the 6 levels of communication?

Answer 20

Non reactive
Data transfer
Suggestion
Criticism
Confrontation
Conflict

Question 21

Explain non reactive and data transfer

Answer 21

NR: is known as copilot syndrome where they are along for the ride and do not monitor for mistakes/issues/errors as others have it all under control. Can be caused by hunger , fatigue, conflict or lack of interest
DT: is the level most are comfortable with. Is always giving/receiving info

Question 22

Explain suggestion and criticism

Answer 22

S: open with persons name, state concern (speed), state problem (will have to GA), state best course of action, obtain agreement.
C: need to be clear and targeted to receiver

Question 23

Explain confrontation and conflict

Answer 23

Confrontation : CAPTAIN YOU MUST LISTEN, THIS IS STUPID. Shocks people into awareness, use only if necessary
Conflict: should never reach this stage as having to restrain other to get control. Should put in request to never fly with each other again.

Question 24

What is the halo effect?

Answer 24

If someone flies outside parameters we assume they know what they are doing… this is strengthens by HE if their are of a superior position

Question 25

What is the purpose of checklists?

Answer 25

Formalise communication and remove ambiguity
Help configure a/c
Provide systematic approach
Allow crew member x checking
Help trap errors

Question 26

What types of checklist are there?

Answer 26

Normal, non normal/emergency

Read and do, challenge and response

Question 27

What are some reasons for missing checklists?

Answer 27

Simply does not do it
Starts but is distracted
Does it and “checks” item but not actually check item
Misses item

Question 28

What are some human errors for checklists?

Answer 28

Individualism: people make their own version. Safety can be enhanced or reduced. Occurs across all skill levels.
Complacency: caused by error tolerance of aviation system, and how most crew face little emergency situations in any flight.
Humour: causes non standard communication.
Design: should be of human nature (size, colour, font, length, unambiguous).
Frustration: pilots will find ways around it or miss it entirely.

Question 29

What is culture? What levels can culture exist on?

Answer 29

Culture is a patterned way of thinking, feeling and reacting, if the majority of people in a society think in this way it becomes a culture.
National
Organisational
Professional
Safety
Generational

Question 30

Explain the 5 levels to Hofstede culture

Answer 30

Power distance: Is TCAG, could be equality or inequality.
Uncertainty avoidance: levels of tolerance for uncertainty and ambiguity.
Collectivism vs individualism: C- groups, interpersonal relations and extended family are important and focus on collective achievement. I- individual success more important and has loose friendships.
Masculinity vs feminist: m: male dominance and inequality. F: equality
ST/LT orientated: whether society values short or long term goals.
Indulgent vs restraint: I- free and follows desires/impulses, friends are important and life makes sense. R-life is hard and is a duty.

Question 31

What is harassment?

Answer 31

Unwanted and u warranted behaviour that a person finds offensive, intimidating or humiliating and is repeated or significant enough to have a detrimental effect of person’s dignity and wellbeing.

Question 32

Positives and negatives about pilot culture?

Answer 32

+ can do attitude, task orientated, self reliant, ambitious & enjoys job
- arrogant, ego, mr know it all
Pilot professional culture>national culture

Question 33

What is organisational culture? What does organisational culture have the ability to directly affect?

Answer 33

Is values, beliefs, assumptions and behaviours that define a group, can be visible or on surface. It has the ability to affect safety and how it is approached, whereas other ‘cultures’ will affect work behaviours.

Question 34

Is it easy to change culture in large organisations?

Answer 34

No, have large inertia to change OC

Question 35

How can we strengthen OC?

Answer 35

Role models: supervisors need to be active promoters of culture (value & goals).
Recruitment: hire based off attitude, values and background, train for skill and knowledge.
Organisational language: publications, mission statement, policies.
Winning team: rewards/bonuses/share schemes financial incentives directly tied to company success. Competitor strengthens teams.

Question 36

What is a high reliability organisation and what do they do?

Answer 36

They recognise human variability in compensating and adapting to events as key to safety. They expect errors to be made but reach to ident and recover from them. They rehearse familiar error scenarios and make novel ones.
System reform>local fixes

Question 37

What is risk creep?

Answer 37

Increase in risk occurs slowly in incremental steps and goes unnoticed,deviation becomes more normal so an external audit is required to recalibrate.