MODULE 1 COMMUNICATIONMODULE 1 COMMUNICATION A What makes a good communicator? Choose the three most important factors • fluency in the language • a sense of humour • an extensive vocabulary • grammat[.]
MODULE : COMMUNICATION * Vocabulary Good communicators * Listening Improving communication * Reading Avoiding miscommunication * Skills Dealing with communication breakdown * Case study International flight reservations STARTING UP A What makes a good communicator? Choose the three most important factors • fluency in the language • a sense of humour • an extensive vocabulary • grammatical accuracy • being a good listener • not being afraid of making mistakes • physical appearance • an awareness of body language B What other factors are important for communication? C Discuss these questions What forms of written and spoken communication can you think of? For example: e-mails, interviews English for Aviation Business Administration Which of the above you like using? Why? What problems can people have with them? How can these problems be solved? VOCABULAR Y A GOOD COMMUNICATORS Which words below apply to good communicators? Which apply to bad communicators? articulate hesitant responsive coherent inhibited sensitive eloquent extrovert succinct Good communicators fluent persuasive reserved focused rambling Bad communicators _ _ _ _ _ _ _ _ _ _ _ _ B Which of the words in Exercise A have the following meanings? concise clear and easy to understand reluctant to speak good at influencing people talking in a confused way outgoing able to express ideas well reacting in a positive way C Complete this talk by a communication expert with the verbs from the box English for Aviation Business Administration 2 listen engage digress clarify interrupt confuse explain ramble 'Good communicators really listen to people and take in what is said They maintain eye contact and have a relaxed body language, but they seldom interrupt _1 and stop people talking If they don't understand and want to _clarify _2 something they wait for a suitable opportunity When speaking, effective communicators are good at giving information They not _confuse_3 their listener They make their points clearly They will avoid technical terms, abbreviations or jargon If they need to use unfamiliar terminology they _ explain by giving an easy to understand example Furthermore, although they may _digress _5 and leave the main point to give additional information and details where appropriate, they will not _ ramble and lose sight of their main message Really effective communicators who have the ability to engage with colleagues, employees, customers and suppliers are a valuable asset for any business English for Aviation Business Administration TOPIC 1: (SPEAKING) Gợi ý: Ưu nhược điểm giải pháp đề xuất để hạn chế tối đa vấn đề giải cách tốt D Track Listen to the talk and check your answers E Think of a good communicator you know Explain why they are good at communicating communication breakdown: giao tiếp thất bại Air traffic control: kiểm sốt khơng lưu Privacy: quyền riêng tư Cash machine: rút tiền (ATM) LISTENIN IMPROVING COMMUNICATION A Track Listen to the first part of an interview with Anuj Khanna, Marketing Manager of Netsize, a marketing agency for mobile media, and answer the questions According to Anuj Khanna: a) Why have communications improved in recent years? b) How can they improve in the future? What example does he give of banks improving communications with customers? English for Aviation Business Administration B Track Listen to the second part of the interview What are the consequences of the following communication breakdowns? a) Problems in air traffic control systems b) Delays in fixing communication systems c) Faults in cash machines Which of the following developments in communication does Anuj Khanna expect to see in the future? a) More privacy for customers b) More freedom for companies to communicate with customers c) More control by customers over the messages they receive d) More communication between machines READIN AVOIDING MISCOMMUNICATION A Work in pairs Discuss the questions below Ask each other questions to get more details Have you ever worked with someone whose English you didn't understand? What are some of the causes of miscommunication between controllers and pilots? Note down your ideas Language barriers: Code switching: Code switching refers to the habitual switching back and forth from one language to another of bilingual and multilingual speakers during the course of a conversation controller and pilots used the word ‘hold’ to mean ‘stop’ (its aviation meaning) and ‘to continue’ (as in ‘hold your course’ in ordinary English) Failure to confirm Accidents often occur when a pilot incorrectly reads back instructions, and the controller doesn’t hear the error Equipment and technology problems While some advances have allowed text transmission between planes and ground crews, radio remains the primary means of communication between air traffic controllers and pilots Any problems with electrical systems, power sources, microphones, and speakers, or digital communication programs can block effective communication English for Aviation Business Administration Different Voices: A controller may be unsure that the correct aircraft has received the instructions, especially since pilots sometimes mix up their callsigns if they have flown several different aircraft recently Emergencies: Distraction with an emergency may cause slips with communications with other aircraft Language skills diminish as tension rises during in-flight emergencies Tasks take priority which means that controllers may have to concentrate in order to deliver slow, clear speech, especially those for whom English is not their first language B Read the article about a report from a National Aviation Safety Investigation on tower-pilot communications Check which of your ideas from activity A are A pilot reads back the message “He will turn right” as “We will turn right” Because of his strong accent, nobody realizes the mistake included Holding short of the runway, the captain asks A maintenance truck radios the tower “Go ahead” says the controller waiting for the driver to make his request The truck driver, thin 'may we cross?' The controller gives the response 'hold short' The captain understands 'oh sure', and crosses the runway English for Aviation Business Administration A recent report showed that miscommunication is a factor in over 70% of operational errors The report examined four areas of miscommunication: Requests from the pilot that the controller repeat the instructions Misunderstandings by the pilot that result in incorrect readbacks Failure of the controller to recognize incorrect readbacks Either the controller or the pilot confusing the call sign Several factors increased the possibility of communication breakdown The most important was the complexity of the instructions The following instruction, for example, when analysed, contains eight separate pieces of information, or eight opportunities for miscommunication: “3890, GROUND, GIVE WAY TO THE SECOND DORNIER INBOUND, THEN TAXI RUNWAY 32 LEFT, INTERSECTION DEPARTURE AT GULF, VIA OUTER, CHARLIE, GULF." A lack of fluency in English can cause confusion both because of mispronunciation and misunderstanding But too much fluency in English can also be a dangerous thing! Any idiomatic language or inappropriate plain English can cause misunderstandings Also, instructions spoken too quickly can be very difficult to understand The report made the following recommendations for further improvements in ATC communications: • Keep instructions short • Listen to what a pilot reads back • Speak slowly • When talking to pilots / controllers who don't speak native English, break up the message into its individual words by using short pauses • Ask when not sure about a piece of information • Include the full call sign when giving an instruction or reading back • Wait for complete aircraft identification following instructions REMEMBER Occasionally a pilot may be able to use standard phraseology for a non- routine event, but he will usually have to use plain English In this event he has to use nonstandard phraseology but tries to assist the controller by not using any unnecessary English words and by using several different words with a similar meaning Some English for Aviation Business Administration standard phraseology in R/T communication (exchange) between pilots and air traffic controllers: Affirm/ affirmative: yes Acknowledge: received the message Negative: no (showing resistance or non-co-operation) Over: My transmission is ended and I expect a response from you Roger: have received and understood the message Say again: repeat Standby: Wait and I will call you Unable: cannot comply with your request, instruction or clearance Wilco: understand the message and will comply with it C Underline the correct information In the first incident, the maintenance truck driver misheard/misunderstood the controller In the second incident, the captain misheard/ misunderstood the controller In the third incident, the pilot/the controller/both the pilot and the controller misunderstood the other person 30% of operational errors involve/ not involve miscommunication The main cause of misunderstanding is instructions that are unclear/ very complicated The safest way to communicate is using simple English/ natural, fluent English D Work in pairs Discuss the questions What additional recommendation would you add to the reports? How could each of the three incidents described at the start of the article be avoided? Do you know of any incidents where miscommunication has caused a runway incursion? E Try to remember what verbs are used before the following nouns in the article Then look back at the text to check m a request r _ a mistake r _ an instruction c _ a call sign English for Aviation Business Administration g _ an instruction r _ clearance g _ a response r _ a message F Complete each sentence with a verb related to communication in the correct form When the pilot r _ the instruction, I realized that he had m _ me Controllers should k _their instructions short and simple Hold short of the runway and w _ for further instructions Pilots can m complex instructions, so it's best to break them up The truck driver thought the tower had i _clearance to cross the runway When r to an ATC traffic call-out, the pilot should i his call sign If a controller m a word, the pilot may not understand If a pilot g an incorrect readback, r _ the instruction SKILLS DEALING WITH COMMUNICATION BREAKDOWN A What expressions can you use on the phone in the following situations? you don't hear what someone says the person speaks too fast or too quietly you don't understand a word or expression they use Sorry, what exactly does mean? Sorry, I don't know what _ means? you want to check the spelling of something sorry, Could you spell that for me, please? I can spell and you check for me you want more information about a subject the connection is not good and you can't continue the conversation Sorry, I can't hear you Could you call me back, please? Sorry, it's a bad line I can't hear you you want to check the key points English for Aviation Business Administration Let's see if I've got this right Let me check if I've got this right Could I just confirm what you've told me? B.Track Listen to the telephone conversation between Bernard and Koichi Which of the problems mentioned in Exercise A the speakers have when communicating? C.Track Listen to the two speakers in a similar conversation Explain why the second conversation is better Give as many reasons as you can D.Listen to the conversation again and complete these extracts with words or expressions from the conversation That's good _ _ _ while I get a pen Sorry Bernard, I _ _ _ Could you _ _ a little, please? I need to take notes Let me _ that, 200 posters, pens and pencils and 50 bags it Seel sorry, could you _ _ _ me, please, Bernard, I don't think I know the company? 'They've placed an order for 18 of the new lasers ' 'Sorry, _ _ _ 80 lasers?' Sorry, I don't follow you What “roll-out” _? But I need details about the company Sorry, it's _ _ Could you _ _ ? I can't hear you very well Sorry, I still can't hear you I'll _ _ _ ; maybe the line will be better TOPIC 2: English for Aviation Business Administration 10 ... Hochiminh 2 ,4, 6 VN 592 1000 1325 US$3 14 1,2,3 ,4, 5,6,7 VN 251 0910 1020 US$ 76 1,2,3 ,4, 6,7 VN 255 1910 2020 US$ 76 VN 255 2120 2 240 US$ 76 2 ,4, 6 VN 591 0720 0900 US $43 0 1,3,5 VN 597 1 245 143 0 US $43 0 ***... 1,2,3 ,4, 5,6,7 VN 319 1 845 2000 Ha Noi Ho Chi Minh 1,2,3 ,4, 5,6,7 VN 741 0705 0905 1,2,3 ,4, 5,6,7 VN 231 1910 2110 Da Nang 1,2,3 ,4, 5,6,7 VN 320 0600 0710 Ha Noi 1,2,3 ,4, 5,6,7 VN 218 1130 1330 1,2,3 ,4, 5,6,7... Ha Noi 1,2,3 ,4, 5,6,7 VN 830 1220 141 0 US$252 Da Nang Ha Noi 1,2,3 ,4, 5,6,7 VN 310 0810 0920 US$ 76 1,2,3 ,4, 5,6,7 VN 312 2205 2315 US$ 76 1,2,3 ,4, 5,6,7 VN 321 0800 0910 US$ 76 1,2,3 ,4, 5,6,7 VN 329