Article from "Neil Krey's CRM developers Forum", 1988, pp.

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! Effective communication is being able to communicate your thoughts and feelings in
such a way that the other person shares the same meaning you do
! The imparting or interchange of thoughts, opinions, or information by speech, writing
or signs
! The process of exchanging ideas and information by the use of a common system of
verbal and non-verbal signals
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! We tend to protect, maintain and enhance ourselves when we communicate
! We defend against looking ignorant or foolish for fear of ridicule
! We wish to maintain consistency, we tend to support our opinion even when we
suspect that we may not be totally correct
! We wish to feel valued, worthwhile, belonging and meaningful. This means that we
must be acknowledged with respect and trust
! Reality is second to perception - and our mindset may be very difficult to change
! People behave according to their perceptions; may not be aware of the level of risk
! Emotions always take first place, feelings are facts
! Commitment comes from self-determination, people have their own motivations

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! Face the speaker, smile, look relaxed

! Maintain eye contact
! Encourage the other to speak

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5@!">('$8!e)$'07(-'!V9(#!';(#0!,-'%$#'W!!
! Restrict the range of possible responses
! Useful in getting specific information quickly
! Improper use can make a person feel like hey are being interrogated
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! Allows the person a lot of freedom of response
! Useful for identifying attitudes and beliefs
! Can be quite time consuming
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! Ask the person to clarify or elaborate
! Can be verbal or non-verbal
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! Putting the other person's ideas or feeling into your own words
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! The genuine desire to understand another person's perception

! Listening and expressing - understanding of what another person has said
! Sensitivity to another's thoughts and feelings

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! Passive or token
! Advice given
! Agreement or disagreement
! Judgmental or critical
! Argumentative

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! We speak at approximately 125 words per minute
! We have the capacity to listen at 900 words per minute
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! Pre-planning (anticipation) - preoccupation with formulating a response and not
 listening to what the sender is saying
! Detouring (wandering) - waiting for a key word and when it comes up, take the
conversation into another area of interest
! Debating - playing the devil's advocate; regardless of what was said, they take the
opposite point of view
! Tuning Out - when a message has been heard repeatedly, after a while the receiver
does not listen because it is felt that the message is not important

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! Caring
! Trustworthy with integrity
! Accepting
! Lets you talk
! Focuses on thoughts and feelings
! Constructive, focuses on problem solving, not blame
! Encourages self-determination
! Is capable of active listening

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! Rate of speech Is the individual speaking quickly or slowly? Generally, people speak
more quickly when they are excited, angry or upset. Speaking slowly generally
suggests calmness and control
! Inflection Which words does the individual emphasize? Inflections can help indicate
what is most important to the individual
! Tone of Voice Is the individual's voice loud or soft, harsh or smooth? Tone of voice
can help to determine the individual's emotional state. It can be critical in determining
the stress level of other crew members

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! Avoid criticizing the person; focus on the behaviour exhibited instead
! Describe the specific behaviour you observed
! Avoid being sarcastic or parental
! Avoid using vague or general statements
! Avoid using anger
! Avoid asking questions for which you already know the answer
! Describe the impact of the behaviour on others in the working environment
! Describe the consequences of the behaviour. It is important to help the person see
what type of consequences it might have for him or her personally over a period of
time
! Reach an agreement on how to change behaviour. If the person chooses not to change
the behaviour after being made aware of its negative impact and consequences, the
person is either an intentional trouble maker or under severe emotional strain. Proper
disciplinary action should be taken. If the person agrees to modify his or her
behaviour, then a process should be agreed upon to provide supportive and positive
feedback.
A(!!
! Encourage others to talk
! Be tentative, explore
! Express your feelings objectively
! Focus on other's self-determination
! Use problem-sharing approach
A(!3(0!!
! Degrade the other person, especially in public
! Be dogmatic or self-righteous
! Ignore other's feelings or ideas
! Argue
! Interrupt

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! Is it a cockpit issue or does it pertain to something beyond the confines of this
cockpit?
! If it is not a cockpit issue, set it aside and deal with it once you are on the ground.
Maintain a professional attitude.
! If it is a cockpit issue, resolve it based on what is right and not who is right. Rely on
an impartial source of information if possible, an Aircraft Operations Manual or Air
Regulation. This is a constructive method of resolution versus the destructive method
of who is right.

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! If possible, suggest another time (cool off)

! Avoid sharing the anger
! Objective: To Listen

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 ! Objective: Allow other to explain
! Use listening skills
o Open ended questions
o Probe questions
o Paraphrasing

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! Guide discussion to clarification of problem and constructive exploration of ways to

resolve it
o We have a problem
o Define the problem-is it cockpit related? Cause vs effects
o Explore the alternatives and consequences - elicit and suggest
o What action should we take - pick the safest one
o Mutual commitment
o Follow-up

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! The use of personal insults and put-downs must be eliminated. "I wonder if we can
approach this issue without attacking each other."
! Objective: To clarify the issue as objectively as possible
! Feelings are facts - do not deny the other's experience
! Separate the facts from opinion; mentally separate facts from irate expressions

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! Allow time for issues (facts vs opinions) to settle

! Wait and go back later

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! Explore alternatives
! Have other choose, if possible

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! What is the literal meaning?
! What is the contextual meaning?
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! What action is appropriate in response to this communication?
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