Đề tài Communication

Group: Stars Pham Thi Quynh NhuHuynh Phuong Thao MyChu Thi Lan AnhVu Thi QuynhPham Thi Minh HueNguyen Hoang LinhNguyen Thi Thuy TrangCOMMUNICATION Instructor: Ph.D Nguyen Kim Loan1. DefinitionCommunication isActive process of imformation exchangeConvey a certain purpose2. Purposes of communication:CommunicationImpact and influence each otherMulti- understandingExchange of information3. Functions of communicationInformation functionsEmotional functionsCognitive and evaluationSelf-turning actsCoordination of activitiesexpressing our likes and dislikes making our needs known4. Communication needsCommunication underpin everything we do interacting with others and building relationships- 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 Communication in aviation environment30% of all incident events have communication errors, rising to 50% in airport environments. 23% of all level-bust events involve communication errors. 40% of all runway incursions also involve communication problems.Effective communication is a basic human requirement and in the aviation environment an essential pre-requisite to safety. So why do we continue to get it so wrong? The chart of miscommunication errors5. Ground serviceAir serviceNon-air serviceService related to airportService not related to airport- Ensuring the operation of airports / aviation safety and security.Provides navigation information- Customer/cargo service in station-Technical service of aircraft, supplies fuelBook a ticket – placeholder- Freight forwarding.Marketing,telephone, InformationRestaurant,barDuty-free shopTaxi , vehicle rentalCar park, gas pump..Hotel..6. Flight attendants - PassengersPart 1:communication tool and some basic communication principles.Part 2: The process of attendants serving!Pre take-off :- Boarding+ CAs check passenger’s boarding card- Greeting+ Greeting for, Safety demonstration and Before take-off  Pre- landing Final Landing on8. PILOTS - AIR TRAFFIC CONTROLLERSINTRODUCTIONSTATISTICAL DATAIncorrect or incomplete pilot / controller communications is a causal or circumstantial factor in 80 % of incidents or accidents.Factor% of ReportsIncorrect Communication80 %Absence of Communication33 %Correct but late communication12 %Communication Factors in NASA ASRS ReportsSTATISTICAL DATAMode of Communication% of ReportsListening45 %Speaking30 %Reading and Writing25 %The pilot/controller communication loopModes of communication are affected9. CAUSES OF MISCOMMUNICATIONLanguage 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 MISCOMMUNICATIONSingapore Airlines Flight 006 (2000)Garuda Indonesia Flight 152 (1997) 11. Pilot/ controllers in emergency communication situationsFlight crew1A simple message Standard ICAO phraseology : Pan Pan – Pan Pan – Pan Pan; or, Mayday – Mayday – Mayday, ControllersACKNOWLEDGRASEPERATESSSILENCEIINFORMTTIME10. Achieving Effective Communications - Obstacles and Lessons Learned:Pilots and controllers are involved equally in the air traffic management system.Human Factors Aspects In Effective CommunicationLanguage and Communication Communication TechniqueUse of nonstandard phraseologyOmission of Call-signReadback and Hearback ErrorsPerceiving What Was Expected or Wanted12. Rules for effective communication:Pilot reads back correctlyUse clear and unambiguous phraseology Always insist on complete and accurate read-backs ATC instructions should be recorded where possibleUse standard phraseology in face to-face telephone coordinationWrite as you listen and read as you speakIf you are unsure, always check!CONCLUSIONThe importance of communication in aviation is paramount as it affects safetyRemedial actions are implemented that would contribute to increasing the level of improvement of communication.The responsibility of every aviation organization as well as individualsRegulatory 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).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.orghttps://flightsafety.orgwww.airbus.comwww.airliners.net THANK YOU FOR LISTENING!