Communication & Culture Flashcards
What is communication?
Process where sender exchanges meaning, feeling and info with persons by non/verbal communication, where info is understood by both parties
Explain one and two way communication
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.
Explain the process of communication
Though—>encode—>channel—>disturbance—>decode—> understanding
Sender then transmission then receiver
How much of communication is verbal?
7%
Difference between hearing and active listening? How cna we active listen?
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
How much of all info is retained? What is gap searching
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.
Name some external barriers to communication
Noise, light, temperature, workload, location (in person/online), method of communication, time of communication
Name some internal barriers to communication
Native language Culture Ego Preoccupation Social position (face) Attitude Bias Motivation Prejudice Fear Relationship Physical state Perception Body language Tone of voice Emotional state
Describe the “silent one”
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.
Describe the “defensive one”
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)
Describe the “indifferent one”
Exhibits not interest in discussion.
Determine if indifferent or lack of attention span. NEED to be honest if other is being indifferent
Describe the “hostile” one
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
What is homophone and ambiguity?
H: two words that sound similar (hold short/oh sure)
A: phrase has one or more meanings due to structure/grammar
Describe features of a good communicator in an aviation environment
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
What are some ways to avoid communication errors
Read backs X check Standard phraseology Verify documents Display/control setting checks Sterile cockpits
What is a sterile cockpit?
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.
How can language affect communications?
Heavy accents, different languages, different emphasis on words due to cultures
What is TCAG?
Occurs when there is a significant difference in seniority, age, experience, status or reputation causing a communication gulf
Why dont pilots speak up for?
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)
What are the 6 levels of communication?
Non reactive Data transfer Suggestion Criticism Confrontation Conflict
Explain non reactive and data transfer
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
Explain suggestion and criticism
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
Explain confrontation and conflict
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.
What is the halo effect?
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
What is the purpose of checklists?
Formalise communication and remove ambiguity Help configure a/c Provide systematic approach Allow crew member x checking Help trap errors
What types of checklist are there?
Normal, non normal/emergency
Read and do, challenge and response
What are some reasons for missing checklists?
Simply does not do it
Starts but is distracted
Does it and “checks” item but not actually check item
Misses item
What are some human errors for checklists?
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.
What is culture? What levels can culture exist on?
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
Explain the 5 levels to Hofstede culture
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.
What is harassment?
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.
Positives and negatives about pilot culture?
+ can do attitude, task orientated, self reliant, ambitious & enjoys job
- arrogant, ego, mr know it all
Pilot professional culture>national culture
What is organisational culture? What does organisational culture have the ability to directly affect?
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.
Is it easy to change culture in large organisations?
No, have large inertia to change OC
How can we strengthen OC?
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.
What is a high reliability organisation and what do they do?
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
What is risk creep?
Increase in risk occurs slowly in incremental steps and goes unnoticed,deviation becomes more normal so an external audit is required to recalibrate.
