Enhancing Communication Skills: ICAO Quality Assurance Workshop for Air Traffic Management

Communications NAM/CAR/SAM Quality Assurance Workshop Mark Rios Air Traffic Management Officer ICAO NACC Regional Office NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)

Objectives • Define Communication • You will also be able to identify and describe: • Types of Communication • Elements of Communication • Methods for improving communication skills • Interview and Investigation techniques

What is Communication? • Sender • Message • Receiver • Understanding Listen to understand

Types of Communication • Oral • Written • Nonverbal

SENDERS SAY: You didn’t listen You didn’t ask questions You didn’t think RECEIVERS SAY: You didn’t say what you meant You didn’t speak/write clearly You used technical language Ineffective Communication

Sender Communication Barriers • Message is not clear • Sender has negative attitude toward message and/or receiver • Sender picks wrong place and time • Sender fails to verify whether received understands

Receiver Communication Barriers • Receiver is preoccupied • Receiver wants to finish sender’s message • Receiver pretends to listen • Receiver pretends to understand

Methods of Improving Oral Communications • Speak clearly • Use a clear vocabulary • Establish a rapport • Develop good eye contact skills • Watch for clues • Conclude on a positive note

Elements of Effective Listening • Giving attention • Interpreting • Understanding • Discipline

How to Listen • Stop talking • Put the talker at ease • Ask questions • Empathize • Avoid arguments and criticism • Hold your temper

Methods of Improving Written Communication • Organize your thoughts • Stick to the main subject • Consider the reader • Use short sentences

Methods of Improving Written Communication • Avoid complex words • Avoid unnecessary words • Avoid stock phrases • Use active verbs

Nonverbal Communications • Interpreting • Body Language • Gestures • Signals

Characteristics of a Good Investigator • Professionalism • Interest • Curiosity • Analytical Mind • Infinite Patience • Sound Judgment • Compassion

Characteristics of a Good Investigator (cont’d) • Tact and Diplomacy • Integrating • Experience • Organization • Articulate Communicator

Conducting an Investigation • Create an outline or Path • Use a Time Management System • Document what you have learned

Investigative Reasoning • Inductive Reasoning • Deductive Reasoning • Characteristics of a Good Investigator Checklist

Interviewing

Conducting an Interview • Select a location • Prepare for interview • Establish Rapport

Select a location which: • Is conductive to eliciting information • Avoids the presence of associates of witnesses • Provides privacy for disclosures which could be confidential or embarrassing

Prepare for Interview • Acquaint yourself with ALL the facts • List known facts • Identify missing facts • Create a checklist

Prepare for Interview (cont’d) • Make a list of questions • Have something to write on/with • Generally, there should be no more than two questioners • Avoid collective interviews

Establish Rapport • Welcome the Person • Make the Person Feel at Ease • Remove physical barriers

Some Factors that may affect an Interview • Emotions Exaggeration Omissions Trauma

Bibliography Quality Assurance Program Administration, Course 50314 FAA Academy, Oklahoma City

THE END THANK YOU

Enhancing Communication Skills: ICAO Quality Assurance Workshop for Air Traffic Management

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