Communications

Question 1

What is “communication” and how is it described by ICAO in Doc 9995?

Answer 1

Demonstrates effictive oral, non-verbal and written communications, in normal and non-normal situations

Question 2

What are the 11 similar ICAO and EASA behavioural indicators?

Answer 2

• Ensures: recipient is ready and able to receive info
• Selects: appropriately what, when, how and with whom to communicate
• Conveys: messages, clearly, accurately and concisely
• Confirms: recipient correctly understands important information
• Listens: actively and demonstrates understanding when receiving information
• Asks: relevant and effect questions
• Adheres: to standard radiotelephone phraseology and procedures
• Accurate: reads and interprets required company, flight documentation, interprets, constructs and responds to documentation in English
• Correctly interprets non-verbal communication
  Uses eye contact, body movement and gestures that are consistent with and support verbal messages

Question 3

What is a positive behaviour when talking to an audience?

Answer 3

Making sure they are listening

Question 4

What are the three indispensable competencies to convey messages?

Answer 4

Clear
Concise
Accurate

Question 5

How can you check if the recipient has understood a message?

Answer 5

Using open questions

Question 6

How is active listening performed?

Answer 6

Fully concentrating, obverving the speaker’s behaviour and body language, in addition to their words.

Question 7

Two positive benefits of asking questions in conversation are? what is the potential downside?

Answer 7

Aids questioner’s understanding
Indicates to the person being questioned that the questioner is interested and engaged

If questions are not relevant or repetitive it may demonstrate that you have not listened properly

Question 8

What are the types of questions and for what are they useful?

Answer 8

• Closed: yes/no, gets a quick answer
• Open: cannot be answered yes or no. Critical or creative discussion, finding out more info about person or subject, checking understanding
• Probing: series of questions that dig deeper. Seeing the bigger picture, encouraging relactant speaker to tell you more info, avoiding misunderstandings
• Leading: leads to a desire outcome. May involve an appeal to coerce the respondent into agreeing with speaker. Caution when using these type of questions. Builds positve discussions, steering a discussion towards a desired outcome
• Loaded: (manipulative) have you stopped stealing pens? Discovers facts about someone who would otherwise be reluctant to offer up the info.

-Funnel questions: getting info about a person or situation. May be used to diffuse tension. Used for building relationships, discovering very specific information, diffusing arguments

• Recall: just as brainscape questions, they require the recipient to remember a fact
• Process: Require respondent to add their own opinion to their answer. Encouraging critical thought and in-depth evaluation of a subjects in tests, interviews or discussions.
• Rhetorical: used by coaches or public speakers for effect to get the audience thinking and agreein. Not-too-distant cousin of the leading question. Used to persuade people, building engagement
• Standard-revealing quesitons: cousin of leading question, preceded by a statement which suggests or reveals the questioner’s thoughts or standards, or perhaps what they want you to think what their thoughts are. checks Cif someone will “stick to their guns”, let their guard down and reveal their real thoughts.

Question 9

Can you give two aviation examples in which Technical behavioural indicators are in use?

Answer 9

Adheres to standard radiotelephone phraseology and procedures
Accurately reads, interprets, constructs and responds to given documentation in English

Question 10

What are two behavioral indicators that relate to Non-verbal communication?

Answer 10

Correctly interprets non-verbal communication
Uses eye contact, body movement and gestures that are consistent with and support verbal messages

Question 11

Examples of Non-verbal and conversational skills

Answer 11

• Avoid slouching - Listen actively
• Use appropriate humour - Avoid folding your arms
• Animate - Be interesting
• Avoid props becoming crutches - Show agreement
• Don’t tiwtch - Watch the body language of others
• Have “good” eye-contact - Be authentic: refrain forced laughter
• Engage - Respect personal space
• Introduce yourself - Smile
• Control your hands - Stay calm
• Practice