Transcript NAM/CAR/SAM Quality Assurance Workshop

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)
Objectives
Define Communication
You will also be able to
identify and describe:
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Types of Communication
Elements of
Communication
Methods for improving
communication skills
Interview and Investigation
techniques
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
What is Communication?
Sender
Listen to understand
Message
Receiver
Understanding
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Types of Communication
Oral
Written
Nonverbal
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Ineffective Communication
SENDERS SAY:
You didn’t listen
You didn’t ask
questions
RECEIVERS SAY:
You didn’t say what
you meant
You didn’t speak/write
clearly
You didn’t think
You used technical
language
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
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
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Receiver Communication Barriers
Receiver is preoccupied
Receiver wants to finish sender’s message
Receiver pretends to listen
Receiver pretends to understand
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
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
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Elements of Effective Listening
Giving attention
Interpreting
Understanding
Discipline
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
How to Listen
Stop talking
Put the talker at ease
Ask questions
Empathize
Avoid arguments and
criticism
Hold your temper
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Methods of Improving Written
Communication
Organize your
thoughts
Stick to the main
subject
Consider the reader
Use short sentences
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Methods of Improving Written
Communication
Avoid complex words
Avoid unnecessary
words
Avoid stock phrases
Use active verbs
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Nonverbal Communications
Interpreting
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Body Language
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Gestures
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Signals
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Characteristics of a Good
Investigator
Professionalism
Interest
Curiosity
Analytical Mind
Infinite Patience
Sound Judgment
Compassion
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Characteristics of a Good
Investigator (cont’d)
Tact and Diplomacy
Integrating
Experience
Organization
Articulate Communicator
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Conducting an Investigation
Create an outline or
Path
Use a Time
Management System
Document what you
have learned
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Investigative Reasoning
Inductive Reasoning
Deductive Reasoning
Characteristics of a
Good Investigator
Checklist
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Interviewing
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Conducting an Interview
Select a location
Prepare for interview
Establish Rapport
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
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
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Prepare for Interview
Acquaint yourself with
ALL the facts
List known facts
Identify missing facts
Create a checklist
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
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
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Establish Rapport
Welcome the Person
Make the Person Feel
at Ease
Remove physical
barriers
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Some Factors that may affect an
Interview
Emotions
Exaggeration
Omissions
Trauma
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
Bibliography
Quality Assurance Program
Administration, Course 50314
FAA Academy, Oklahoma City
NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop
(Port of Spain, Trinidad and Tobago, 26 to 30 November 2001)
THE END
THANK YOU