1 / 26

Enhancing Communication Skills: A Comprehensive Seminar in Lima, Peru

Join us at the CAR/SAM Air Traffic Services Quality Assurance Programme in Lima, Peru from 15 to 18 October 2002 for a seminar focused on defining communication, identifying types and elements of communication, and improving skills through methods like oral communication, listening effectively, improving written communication, and understanding nonverbal cues. Develop your investigative techniques and interviewing skills while exploring the keys to effective communication. Learn from experts and enhance your professional abilities. Don't miss this opportunity to boost your communication prowess!

johnlwilson
Download Presentation

Enhancing Communication Skills: A Comprehensive Seminar in Lima, Peru

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance Programme (Lima, Peru, 15 to 18 October 2002)

  2. Objectives • Define Communication • You will also be able to identify and describe: • Types of Communication • Elements of Communication • Methods for improving communication skills • Interview and Investigation techniques

  3. What is Communication? • Sender • Message • Receiver • Understanding Listen to understand

  4. Types of Communication • Oral • Written • Nonverbal

  5. SENDERS SAY: You didn’t listen You didn’t ask questions You didn’t think RECEIVERS SAY: You didn’t say what you meant You didn’t speak/write clearly You used technical language Ineffective Communication

  6. Sender Communication Barriers • Message is not clear • Sender has negative attitude toward message and/or receiver • Sender picks wrong place and time • Sender fails to verify whether received understands

  7. Receiver Communication Barriers • Receiver is preoccupied • Receiver wants to finish sender’s message • Receiver pretends to listen • Receiver pretends to understand

  8. Methods of Improving Oral Communications • Speak clearly • Use a clear vocabulary • Establish a rapport • Develop good eye contact skills • Watch for clues • Conclude on a positive note

  9. Elements of Effective Listening • Giving attention • Interpreting • Understanding • Discipline

  10. How to Listen • Stop talking • Put the talker at ease • Ask questions • Empathize • Avoid arguments and criticism • Hold your temper

  11. Methods of Improving Written Communication • Organize your thoughts • Stick to the main subject • Consider the reader • Use short sentences

  12. Methods of Improving Written Communication • Avoid complex words • Avoid unnecessary words • Avoid stock phrases • Use active verbs

  13. Nonverbal Communications • Interpreting • Body Language • Gestures • Signals

  14. Characteristics of a Good Investigator • Professionalism • Interest • Curiosity • Analytical Mind • Infinite Patience • Sound Judgment • Compassion

  15. Characteristics of a Good Investigator (cont’d) • Tact and Diplomacy • Integrating • Experience • Organization • Articulate Communicator

  16. Conducting an Investigation • Create an outline or Path • Use a Time Management System • Document what you have learned

  17. Investigative Reasoning • Inductive Reasoning • Deductive Reasoning • Characteristics of a Good Investigator Checklist

  18. Interviewing

  19. Conducting an Interview • Select a location • Prepare for interview • Establish Rapport

  20. Select a location which: • Is conductive to eliciting information • Avoids the presence of associates of witnesses • Provides privacy for disclosures which could be confidential or embarrassing

  21. Prepare for Interview • Acquaint yourself with ALL the facts • List known facts • Identify missing facts • Create a checklist

  22. Prepare for Interview (cont’d) • Make a list of questions • Have something to write on/with • Generally, there should be no more than two questioners • Avoid collective interviews

  23. Establish Rapport • Welcome the Person • Make the Person Feel at Ease • Remove physical barriers

  24. Some Factors that may affect an Interview • Emotions Exaggeration Omissions Trauma

  25. Bibliography Quality Assurance Program Administration, Course 50314 FAA Academy, Oklahoma City

  26. THE END THANK YOU

More Related