Bài thuyết trình communication (giao tiếp)

Group: Stars Pham Thi Quynh Nhu Huynh Phuong Thao My Chu Thi Lan Anh Vu Thi Quynh Pham Thi Minh Hue Nguyen Hoang Linh Nguyen Thi Thuy Trang COMMUNICATION Instructor: Ph.D Nguyen Kim Loan

Group: Stars

Pham Thi Quynh Nhu Huynh Phuong Thao My Chu Thi Lan Anh

Vu Thi Quynh Pham Thi Minh Hue Nguyen Hoang Linh Nguyen Thi Thuy Trang

COMMUNICATION

Instructor: Ph.D Nguyen Kim Loan

2 Purposes of communication:

Communication

Impact and influence each other

Multi- understanding Exchange of

information

Self-turning

acts

Coordination of

activities

expressing our likes and dislikes

making our needs known

- 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

environment

30% 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 errors

6 Flight attendants - Passengers

Pre- landing

Final

Landing on

8 PILOTS - AIR TRAFFIC

CONTROLLERS

l p i l o t s

h a n d l e d

b y a

p a r t i c u l a

r c o n t r o l l e

r a r e

t u n e d

t o

t h e

s a m e

f r e q u e n c y

C o m m u n i - c a t i o n s

STATISTICAL DATA

Incorrect or incomplete pilot / controller

communications is a causal or circumstantial factor in 80 % of incidents or accidents.

inadequate ATC instruction.

DEADLIEST AIR DISASTERS CAUSED BY

MISCOMMUNICATION

Singapore Airlines

Flight 006 (2000)

Garuda Indonesia Flight 152 (1997)

11 Pilot/ controllers in emergency communication situations

gy : Pan Pan – Pan

Pan – Pan Pan;

or, Mayd ay –

Mayd ay – Mayd ay, …

ACKNOWLEDG R

10 Achieving Effective Communications - Obstacles and Lessons Learned:

Pilots and controllers are involved equally in the air traffic management system.

Human Factors Aspects In Effective

Readback and Hearback Errors

Perceiving What Was Expected or Wanted

12 Rules for effective communication:

Pilot reads back correctly

Use clear and unambiguous

phraseology

Always insist on complete and

accurate read-backs

ATC instructions should be

recorded where possible

Use standard phraseology in

face to-face telephone

 The importance of communication in

aviation is paramount as it affects safety

 Remedial actions are implemented that

would contribute to increasing the level of improvement of communication.

 The responsibility of every aviation

organization as well as individuals

Regulatory 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).

 THANK YOU FOR LISTENING!