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Enhancing Communication Skills: ICAO Quality Assurance Workshop for Air Traffic Management

Join us for the ICAO Quality Assurance Workshop focused on improving communication skills in air traffic management. Taking place in Port of Spain, Trinidad and Tobago from November 26 to 30, 2001, this workshop aims to define communication, identify its types, and explore methods for enhancing oral and written communication. Participants will learn effective interview and investigation techniques, essential for ensuring clarity and understanding. By focusing on key barriers to communication and practical solutions, attendees will emerge as more proficient communicators in the air traffic services field.

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Enhancing Communication Skills: ICAO Quality Assurance Workshop for Air Traffic Management

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  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

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