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Effective Communication. Creating a Friendly Environment. Promoting a free flow of information Skilled at expressing disagreement Accepting positive and negative feedback. Evidence that the message was sent. Message sent. Message received. Evidence that message
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Creating a Friendly Environment • Promoting a free flow of information • Skilled at expressing disagreement • Accepting positive and negative • feedback
Evidence that the message was sent Message sent Message received Evidence that message was received/understood Basic Communication Theory
ERROR: No evidence that the message was sent ERROR: Broadcast fault ERROR: Reception fault ERROR: No evidence that message was received or understood Communication Errors
Inhibitors to Effective Communication • Miscommunication by sender • hidden agendas • wording • Message Difficulty • vague • overly complex • difficult to interpret or remember • Physical barriers • Nonstandard Phraseology • Dialects • Serial Distortion (same message passed from • person to person)
Promoting Effective Communication Preemptive Communication • Assertion • Advocacy • Inquiry
Effective Communication “It’s not a natural function”
Effective Communication Behaviors • convey information clearly • use standard phraseology • follow standard operating procedures • advocate concerns and suggestions clearly and • assertively • acknowledge all communication • provide information as required • repeat information, only if necessary • ask for clarification when needed • resolve conflicts constructively and timely
Effective Communication “Asking questions is an important element in CRM” “Total crew performance and decision-making processes are enhanced when the talents, experience, and assets of an entire crew are utilized”
