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Airworthiness: Communications for Mechanics
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Presented to:
By:
Date:
AIRWORTHINESS
Positive Safety Culture-Human FactorsR-1Communications for
Aviation Mechanics
2Communications for Aviation Mechanics
Objective
• Provide information about the communication process.
• Increase awareness of various communication methods and styles.
• Provide ways mechanics can improve their communications.
• Provide ways to overcome common communication barriers.
3Communications for Aviation Mechanics
Is Communication Important ?
• ““Dirty Dozen” Human Factors:Dirty Dozen” Human Factors:
• Lack of Communication• Complacency• Lack of Knowledge• Distraction• Lack of Teamwork• Fatigue
• Lack of Resources• Pressure• Lack of Assertiveness• Stress• Lack of Awareness• Norms
4Communications for Aviation Mechanics
Is Communication Important ?
• ““Dirty Dozen” Human Factors:Dirty Dozen” Human Factors:
• Lack of Communication - 3• Complacency - 1• Lack of Knowledge - 4• Distraction - 5• Lack of Teamwork - 3• Fatigue - 1
• Lack of Resources - 3• Pressure - 4• Lack of Assertiveness - 3• Stress - 5• Lack of Awareness - 4• Norms - 2
38 references to the need for communications.
5Communications for Aviation Mechanics
Is Communication Important ?
Presented to:
By:
Date:
What is the purpose of Communication ?
7Communications for Aviation Mechanics
Purposes for communications
• ProfessionalProfessional• Non-essentialNon-essential• CulturalCultural• ConfrontationalConfrontational• Pre and Post briefingPre and Post briefing• InstructionalInstructional• SocialSocial
• AdversarialAdversarial• SupportiveSupportive• InquiryInquiry• ComfortComfort• Capture AttentionCapture Attention• InstitutionalInstitutional• EntertainmentEntertainment
Presented to:
By:
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What Types Communication
exist ?
9Communications for Aviation Mechanics
Types of Communication
• WrittenWritten• OralOral• Body LanguageBody Language• Hand signalsHand signals• ElectronicElectronic• Tactile FeedbackTactile Feedback• Facial expressionsFacial expressions
10Communications for Aviation Mechanics
What is Communication ?
A A processprocess by which by which informationinformation is is exchangedexchanged between individuals through a common between individuals through a common systemsystem of of symbols, signs, or behaviorsymbols, signs, or behavior..
Webster’s Ninth New Collegiate Dictionary
•Key Words:
• Process
• Information exchange
• System
• Symbols – signs – behavior
Presented to:
By:
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Five Elements of Communication ?
The Pieces
12Communications for Aviation Mechanics
Process Elements …
• Need for communicationNeed for communication
• Sender to encode and transmitSender to encode and transmit
• Receiver to obtain and decode Receiver to obtain and decode
• Feedback to check accuracyFeedback to check accuracy
• Barriers - make this difficultBarriers - make this difficult– Internal and externalInternal and external
13Communications for Aviation Mechanics
The Communication Process
FEEDBACK
NEED SENDER RECEIVER
Internal and External Barriers
External Barriers
Internal Barriers
Operational Goal
FEEDBACK
Content
Encode
Deliver
Decode
Analyze
Interpret
Five Elements
Send
14Communications for Aviation Mechanics
Need …
• Motivated - Triggered by a thought, idea or event.
– conscious recognition of stimulus– internal or external
15Communications for Aviation Mechanics
Sender …
• Perceives the need for communication
• Encodes the message
• Transmits the message
• Requires feedback
• Evaluates feedback– Confirms or adjusts message as necessary
16Communications for Aviation Mechanics
Receiver …
• Collects the message
• Decodes the message– context– delivery method– content
• Must overcome barriers
• Provides feedback
17Communications for Aviation Mechanics
Feedback …
• Assurance the message arrived
• Sender must insist on feedback
• Receiver must provide feedback
• Sender must utilize feedback to assure accuracy
18Communications for Aviation Mechanics
Indefinite Feedback …
• Less than clear acknowledgement that the Receiver understands the communication:
• Feedback responses like:– Yes– Maybe– We’ll see– Should ….– … Head Nod …
19Communications for Aviation Mechanics
“THE GREAT DIVIDE”
“I know you thought you understood what I said
…. BUT WHAT BOTHERS ME ….
is that what you heard is not what I meant”Anonymous
20Communications for Aviation Mechanics
Barriers – Internal ….
• Selective listening• Perceptions• Difference in life experience between sender
and receiver• Prejudices• Biases• “Context shift”
21Communications for Aviation Mechanics
Barriers – Internal ….
• Tuning out communication
• Filtering communication
22Communications for Aviation Mechanics
Barriers – Internal ….
• Training improves communication
• Prior experience can affect communications
23Communications for Aviation Mechanics
Barriers – Context Shift
Message to be Sent Context Window (Filter)
Sender Experience
Wrong Message Sent
Context Shift
Message sent based on Sender Experience may be perceived differently by Receiver due to experience differences: Context shift.
Need Perceived
Encoding Selected
Transmission Method Chosen
Need Incorrect
Encoding Incorrect
Transmission Method Wrong
24Communications for Aviation Mechanics
Barriers – Context Shift
Message Received Context Window (Filter)
Receiver Experience
Perceived Message
Context Shift
Message Received based on Receiver Experience may be skewed by variations in Receiver experience: Context shift.
Need Incorrectly Interpreted
Decoding Incorrect
Transmission Method Unexpected
25Communications for Aviation Mechanics
• Noise• Lighting• Intercom• Telephone• Room Temperature• Random Noise• Crowded hangar
Barriers – External ….
Presented to:
By:
Date:
Behavior and Style for
Communications
The Methods
27Communications for Aviation Mechanics
Behavior and Communication
• How we perceive others
• How others perceive ourselves
• Communicate with others the way we want others to communicate with us
• “By their fruit, you shall know them”Famous scholar – 2000 years ago
28Communications for Aviation Mechanics
Style vs Attitude …
AN INDIVIDUAL’S PREVAILING TENDENCY TO RESPOND FAVORABLY
OR UNFAVORABLY TO AN OBJECT, PERSON, OR GROUP OF PEOPLE, EVENT
OR SITUATION
29Communications for Aviation Mechanics
Test your style …
• Rate yourself on a scale 1 to 10Rate yourself on a scale 1 to 10– -5 = I am and “Extremely Formal” person– +5 = Formality is not important to me– This is your “X axis Rating” (self perceived)
30Communications for Aviation Mechanics
Test your style …
• Rate yourself on a scale 1 to 10Rate yourself on a scale 1 to 10– -5 = I am and “Extremely Formal” person– +5 = Formality is not important to me– This is your “X axis Rating” (self perceived)
• Rate yourself on a scale of 1 to 10Rate yourself on a scale of 1 to 10– +5 = I am very concerned about relationships– -5 = My job and the company come first– This is your “Y axis Rating” (self perceived)
Plot communication style …
Self Perception
-5 -4 -3 -2 -1
-5
-4
-3
-2
-1
+1
+2
+3
+4
+5
+1 +2 +3 +4 +5
Formal Informal
Relationships
Business
32Communications for Aviation Mechanics
BREAK - ASSIGNMENT
MUST COME BACK IN 10 MINUTESWatch this screen for timer
DO THE COMPLETE ASSIGNMENTTwo part assignment (includes math)
BE READY TO ASSESS YOUR
COMMUNICATION STYLE
33Communications for Aviation Mechanics
Break Assignment …
• Ask 5 people* to rate you on a scale 1 to 10– -5 = I am and “Extremely Formal” person– +5 = Formality is not important to me– Average these 5 numbers– This is your “X axis Rating” (group perceived)
• Ask 5 people* to rate you on a scale of 1 to 10– +5 = I am very concerned about relationships– -5 = My job and the company come first– Average these 5 numbers– This is your “Y axis Rating” (group perceived)
* 10 people who you don’t know
Maximum 10 minutes to do this
GO
Plot communication style …
Self Perception
-5 -4 -3 -2 -1
-5
-4
-3
-2
-1
+1
+2
+3
+4
+5
+1 +2 +3 +4 +5
Formal Informal
Relationships
Business
Plot communication style …
Self Perception
Peer Perception
-5 -4 -3 -2 -1
-5
-4
-3
-2
-1
+1
+2
+3
+4
+5
+1 +2 +3 +4 +5
Formal Informal
Relationships
Business
Supporter
Formal Informal
Relationships
Business
Supporter• Family First !!
• Helpful to others
• Martyrs
• Good Friends
Supporter
Promoter
Formal Informal
Relationships
Business
• Original thinker
• Quick starter
• Poor Follow through
• Great Socializer
Supporter• Family First !!
• Helpful to others
• Martyrs
• Good Friends
Supporter
Promoter
Controller
Formal Informal
Relationships
Business
• Original thinker
• Quick starter
• Poor Follow through
• Great Socializer
Supporter• Family First !!
• Helpful to others
• Martyrs
• Good Friends
Controller• Business First !!
• Just needs facts
• Quick Decision maker
• Social Positioning
Supporter
Promoter
Controller Analyzer
Formal Informal
Relationships
Business
• Original thinker
• Quick starter
• Poor Follow through
• Great Socializer
Analyzer• Deep thinker
• Requires lots of data
• Slow to react
• Great Decisions
Supporter• Family First !!
• Helpful to others
• Martyrs
• Good Friends
Controller• Business First !!
• Just needs facts
• Quick Decision maker
• Social Positioning
Subheadings …
Formal Informal
Relationships
Business
SS
ASCS
PSPP
CP
SP
AP
PC SC
CC AC
Controller
Promoter Supporter
Analyzer
AA
SA
CA
PA
S-C Communication …
Formal Informal
Relationships
Business
Controller
Promoter Supporter
Analyzer
P-A Communication …
Formal Informal
Relationships
Business
Controller
Promoter Supporter
Analyzer
P-S Communication …
Formal Informal
Relationships
Business
Controller
Promoter Supporter
Analyzer
C-A Communication …
Formal Informal
Relationships
Business
Controller
Promoter Supporter
Analyzer
P-C Communication …
Formal Informal
Relationships
Business
Controller
Promoter Supporter
Analyzer
S-A Communication …
Formal Informal
Relationships
Business
Controller
Promoter Supporter
Analyzer
Presented to:
By:
Date:
How to Effectively Communicate
The How
Everybody wants to talk,
Few want to think,
And nobody wants to listen.
49Communications for Aviation Mechanics
How much of each skill?
“See The Ratio?”
One Brain
One Mouth
Two Eyes
Two Ears
Two Hands
50Communications for Aviation Mechanics
Listening Skills …
After 24 hours the average persons understands and After 24 hours the average persons understands and retains only 50% of a conversationretains only 50% of a conversation
After 48 hours – 25% retentionAfter 48 hours – 25% retention
American Society of Training Development
51Communications for Aviation Mechanics
Improving Listening Skills …
• PREPARATIONPREPARATION
• TAKING NOTESTAKING NOTES
• OBSERVATIONOBSERVATION
• FEEDBACK, REPEATING, PARAPHRASINGFEEDBACK, REPEATING, PARAPHRASING
• REMOVE DISTRACTIONSREMOVE DISTRACTIONS
52Communications for Aviation Mechanics
Improving Listening Skills …
• PREPARATIONPREPARATION
• TAKING NOTESTAKING NOTES
• OBSERVATIONOBSERVATION
• FEEDBACK, REPEATING, PARAPHRASINGFEEDBACK, REPEATING, PARAPHRASING
• REMOVE DISTRACTIONSREMOVE DISTRACTIONS
53Communications for Aviation Mechanics
Improving Listening Skills …
• PREPARATIONPREPARATION
• TAKING NOTESTAKING NOTES
• OBSERVATIONOBSERVATION
• FEEDBACK, REPEATING, PARAPHRASINGFEEDBACK, REPEATING, PARAPHRASING
• REMOVE DISTRACTIONSREMOVE DISTRACTIONS
54Communications for Aviation Mechanics
Two Types of Send-Receive …
• VerbalVerbal
• Non-VerbalNon-Verbal– 58% of a message is interpreted through body 58% of a message is interpreted through body
languagelanguage
55Communications for Aviation Mechanics
Verbal Communication …
• ToneTone
• VolumeVolume
• SpeedSpeed
• ClarityClarity
• TerminologyTerminology
• ConcisenessConciseness
56Communications for Aviation Mechanics
Verbal Communication …
• ToneTone
• VolumeVolume
• SpeedSpeed
• ClarityClarity
• TerminologyTerminology
• ConcisenessConciseness
57Communications for Aviation Mechanics
Verbal Communication …
• ToneTone
• VolumeVolume
• SpeedSpeed
• ClarityClarity
• TerminologyTerminology
• ConcisenessConciseness
58Communications for Aviation Mechanics
Verbal Communication …
• ToneTone
• VolumeVolume
• SpeedSpeed
• ClarityClarity
• TerminologyTerminology
• ConcisenessConciseness
59Communications for Aviation Mechanics
Verbal Communication …
• ToneTone
• VolumeVolume
• SpeedSpeed
• ClarityClarity
• TerminologyTerminology
• ConcisenessConciseness
60Communications for Aviation Mechanics
Verbal Communication …
• ToneTone
• VolumeVolume
• SpeedSpeed
• ClarityClarity
• TerminologyTerminology
• ConcisenessConciseness
61Communications for Aviation Mechanics
Non-Verbal Communication …
• Eye ContactEye Contact
• Hand GesturesHand Gestures
• Facial ExpressionFacial Expression
• Body LanguageBody Language
62Communications for Aviation Mechanics
Non-Verbal Communication …
• Eye ContactEye Contact
• Hand GesturesHand Gestures
• Facial ExpressionFacial Expression
• Body LanguageBody Language
63Communications for Aviation Mechanics
Non-Verbal Communication …
• Eye ContactEye Contact
• Hand GesturesHand Gestures
• Facial ExpressionFacial Expression
• Body LanguageBody Language
64Communications for Aviation Mechanics
Non-Verbal Communication …
• Eye ContactEye Contact
• Hand GesturesHand Gestures
• Facial ExpressionFacial Expression
• Body LanguageBody Language
65Communications for Aviation Mechanics
Non-Verbal Communication …
• Eye ContactEye Contact
• Hand GesturesHand Gestures
• Facial ExpressionFacial Expression
• Body LanguageBody Language
66Communications for Aviation Mechanics
Improve Situational Awareness …
• Situational Awareness Tools:Situational Awareness Tools:
– Inquiry
– Advocacy
– Assertiveness
67Communications for Aviation Mechanics
INQUIRY:
• The act of seeking truth, Information or The act of seeking truth, Information or knowledge about something.knowledge about something.
• Simply asking questions.Simply asking questions.
68Communications for Aviation Mechanics
INQUIRY TIPS ….
• Questions should be carefully directedQuestions should be carefully directed• Questions should be clear and conciseQuestions should be clear and concise• Questions should relate concerns accuratelyQuestions should relate concerns accurately• Require feedbackRequire feedback• Do not be condescendingDo not be condescending
• Always keep an open mind.Always keep an open mind.• Draw conclusions from valid informationDraw conclusions from valid information
69Communications for Aviation Mechanics
ADVOCACY:
• To be an advocate is to encourage, advance forward, and to support.
• Helps increase the SA of others by providing instruction Guidance or Information
• Advocacy through inquiry is very common
70Communications for Aviation Mechanics
ADVOCACY TIPS ….
• Explain why you are asking a question or Explain why you are asking a question or providing adviceproviding advice
• Suggest solutions with your questionsSuggest solutions with your questions• Be persistentBe persistent• Be timely. Be timely. • Listen carefullyListen carefully• Keep an open mind.Keep an open mind.
71Communications for Aviation Mechanics
ASSERTIVENESS:
The ability to stand up for what is right without creating a stressful work environment.
72Communications for Aviation Mechanics
ASSERTIVENESS TIPS ….
• State your position; show a need.State your position; show a need.• Provide solutions through inquiryProvide solutions through inquiry• Be persistentBe persistent• Carefully select the time to be assertiveCarefully select the time to be assertive• Listen carefully – show respectListen carefully – show respect• Keep an open mindKeep an open mind• Combine assertiveness with participationCombine assertiveness with participation
Presented to:
By:
Date:
Review of:
PurposeObjectives
74Communications for Aviation Mechanics
Objectives …
• Introduce the need for better communications in maintenance
• Introduce the five elements of good communication
• Introduce communication style assessment
• Discuss ways to effectively communicate
75Communications for Aviation Mechanics
The Challenge …
• Go back to your shop with a new attitude toward communications
• Assess the communication styles of your co-workers
• Assess communication effectiveness throughout your organization
• Increase communication awareness and effectiveness
76Communications for Aviation Mechanics
Something to ponder …
“The greatest problem in communication is …
the illusion that it has been accomplished.”
George Bernard Shaw
77Communications for Aviation Mechanics
Additional Information:
• www.faasafety.govwww.faasafety.gov
• AMT Awards ProgramAMT Awards Program
• General Aviation Award ProgramGeneral Aviation Award Program
• Give us feedbackGive us feedback
78Communications for Aviation Mechanics
Thank you