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 Definition Communication is Active process of imformation exchange Convey a certain purpose Purposes of communication: Communication Exchange of Impact and influence information each other Multi- understanding Functions of communication Information functions Cognitive and evaluation Self-turning acts Emotional functions Coordination of activities Communication needs Communication underpin everything we 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 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 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 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 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 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 A si mpl e mes sag e : ogy l o e s , phr a n; o r a O P A Pan r d IC – a d n n a P … Sta Pan day, y – a n Pa –M Pan day y a y–M a d y Ma Controllers A S ACKNOWLEDGR SEPERATE S SILENCE I INFORM T TIME 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 – 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)  ICAO - Annex 10 – Volume II / Communication Procedures – Chapter / Aeronautical MobileService ICAO - Manual of Radiotelephony ( Doc 9432) ICAO – Human Factors Training Manual ( Doc 9683)   Sources:  https://en.wikipedia.org  https://flightsafety.org  www.airbus.com  www.airliners.net  THANK YOU FOR LISTENING! [...]... 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... 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... 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... 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... Garuda Indonesia Flight 152 (1997) 11 Pilot/ controllers in emergency communication situations Flight crew A si mpl e mes sag e : ogy l o e s , phr a n; o r a O P A Pan r d IC – a d n n a P … Sta Pan day, y – a n Pa –M Pan day y a y–M a d y Ma 1 Controllers A S ACKNOWLEDGR SEPERATE S SILENCE I INFORM T TIME 10 Achieving Effective Communications - Obstacles and Lessons Learned:  Pilots and controllers... ICAO – Procedures for Air navigation Services – Aircraft operations ( PANS-OPS, Doc 8168 ), Volume I – Flight Procedures (Post Amendment No 11, applicable Nov.1/2001)  ICAO - Annex 10 – Volume II / Communication Procedures – Chapter 5 / Aeronautical MobileService ICAO - Manual of Radiotelephony ( Doc 9432) ICAO – Human Factors Training Manual ( Doc 9683)   Sources:  https://en.wikipedia.org 