Bài thuyết trình communication (giao tiếp)

COMMUNICATION
Instructor: Ph.D Nguyen Kim Loan

Group: Stars
Pham Thi Quynh Nhu
Huynh Phuong Thao My
Chu Thi Lan Anh
Vu Thi Quynh
Pham Thi Minh Hue
Nguyen Hoang Linh
Nguyen Thi Thuy Trang


1. Definition
Communication is
Active process of
imformation exchange

Convey a certain purpose


2. Purposes of communication:
Communication

Exchange of

Impact and influence

information

each other

Multi- understanding


3. Functions of communication

Information functions

Cognitive and evaluation

Self-turning acts

Emotional functions

Coordination of activities


4. Communication needs

Communication underpin everything we do

making our needs known

expressing our likes and dislikes

interacting with others and building relationships


Communication in aviation
environment

- In the context of Aviation industry, the role of
communication is vital.
- For the purpose of exchange of some crucial and
essential information, instruction and command
between cabin crew and Air traffic controller, there is
a need of having some intensive means and types of
communication




Effective communication is a basic human requirement and in the aviation
30% of all incident events have communication errors, rising to 50% in airport
environment an essential pre-requisite to safety. So why do we continue to get it so
environments.
wrong?
23% of all level-bust events involve communication errors.



40% of all runway incursions also involve communication problems.




The chart of miscommunication errors


5. Ground service

Air service
Service related to airport

- Ensuring the operation of airports /
aviation safety and security.

-Provides navigation information

Non-air service
Service not related to airport

-Book a ticket – placeholder

-Marketing,telephone, Information…

- Freight forwarding.

-Restaurant,bar…

- Customer/cargo service in station

-Duty-free shop

-Technical service of aircraft, supplies

-Taxi , vehicle rental

fuel…

-Car park, gas pump..
-Hotel..


6. Flight attendants - Passengers
Part 1:

o

communication tool and some basic communication principles.

Part 2: The process of attendants serving!

o

Pre take-off :

- Boarding
+ CAs check passenger’s boarding card
- Greeting
+ Greeting for, Safety demonstration and Before take-off


Click icon to add picture


Pre- landing

Landing on

Final


8. PILOTS - AIR TRAFFIC CONTROLLERS


INTRODUCTION


STATISTICAL DATA



Incorrect or incomplete pilot / controller communications is a causal or
circumstantial factor in 80 % of incidents or accidents.

Factor

% of Reports

Incorrect Communication

80 %

Absence of Communication

33 %

Correct but late communication

12 %

Communication Factors in NASA ASRS Reports


STATISTICAL DATA
Mode of Communication

% of Reports

Listening

45 %

Speaking

30 %

Reading and Writing

25 %

Modes of communication are affected

The pilot/controller communication
loop


9. CAUSES OF MISCOMMUNICATION

 Language problem.
 Complacency, overconfidence of individual.
 Readback errors.
 Hearback errors.
 Failure to seek confirmation.
 Failure to request clarification.
 Failure to question an incorrect / inadequate ATC instruction.


DEADLIEST AIR DISASTERS CAUSED BY
MISCOMMUNICATION

Singapore Airlines Flight 006 (2000)

Garuda Indonesia Flight 152 (1997)


11. Pilot/ controllers in emergency communication situations
Flight crew

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10. Achieving Effective Communications - Obstacles and Lessons Learned:



Pilots and controllers are involved equally in the air traffic management
system.




Human Factors Aspects In Effective Communication



Language and Communication



Communication Technique



Use of nonstandard phraseology



Omission of Call-sign



Readback and Hearback Errors



Perceiving What Was Expected or Wanted


12. Rules for effective communication:




Pilot reads back correctly



ATC instructions should be recorded where
possible



Use standard phraseology in face to-face
telephone coordination




Write as you listen and read as you speak

Use clear and unambiguous phraseology
Always insist on complete and accurate readbacks

If you are unsure, always check!


CONCLUSION



The importance of communication in aviation is paramount as it affects
safety



Remedial actions are implemented that would contribute to increasing the
level of improvement of communication.



The responsibility of every aviation organization as well as individuals


Regulatory References:

 Reference regarding pilot / controller communications can be found in many international
and national publications, such as:



ICAO – Annex 6 – Operation of Aircraft, Part I - International Commercial Air Transport –
Aeroplanes, Appendix 2,5.15.



ICAO – Procedures for Air Navigation Services – Air Traffic Management
( PANS-ATM, Doc 4444).



ICAO – Procedures for Air navigation Services – Aircraft operations ( PANS-OPS, Doc
8168 ), Volume I – Flight Procedures (Post Amendment No 11, applicable Nov.1/2001).