Communications

1. Communications NAM/CAR/SAM Quality Assurance Workshop Mark Rios Air Traffic Management Officer ICAO NACC Regional Office NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)

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