CHAPTER 07

Communication

Md Jalal Uddin Rumi

Assistant Professor
Department of Aeronautical Engineering, MIST
This chapter examines the various aspects of communication
that affect the aircraft maintenance persons
 Definition of Communication
• The transmission of something from one location to
another.
• The “thing” that is transmitted may be a message, a signal,
a meaning, etc.
• In order to have communication both the transmitter and
the receiver must share a common code, so that the
meaning or information contained in the message may be
interpreted without error.
 Requirements of Communication
Aircraft maintenance engineers often work as teams.
Individuals within teams exchange information and need to
receive instructions, guidance, etc.
Moreover, one team will have to pass on tasks to another
team at shift hand over.
A engineer needs a good understanding of the various
processes of communication, as without this, it is impossible
to appreciate how communication can go wrong.
 Modes of Communication
We are communicating almost constantly, whether consciously or otherwise. An aircraft
maintenance engineer might regularly communicate:
• Information
• Ideas
• Feelings
• Attitudes and beliefs
As the sender of a message, they will typically expect some kind of response from the
person they are communicating with (the recipient), which could range from a simple
acknowledgement that the message has been received (and hopefully understood), to
a considered and detailed reply.
The response constitutes feedback.
 Types of Communication
Communication can be:
• Verbal/spoken - a single word, a phrase or sentence, a grunt
•Written/textual - printed words and/or numbers on paper or on
a screen, hand written notes
• Non-verbal - written note, body language, graphic indicators
• Graphic - pictures, diagrams, hand drawn sketches, indications
on a cockpit instrument
• Symbolic - "thumbs up," wave of the hand, nod of the head
• Body language - facial expressions, touch such as a pat on the back, and
posture
 Verbal Communication
• Verbal communication or speech is the most common communication
medium used in an aircraft or in the aviation industry.
• It is used by aircraft engineers, technicians, pilots, and flight attendants
who use this medium to take care and communicate. Also, this type of
communication lessens the misunderstanding and miscommunication
when it comes to giving a job order or information.
• Speech or verbal communication is composed of four conventional
primary characteristics: intensity, frequency, harmonic composition, and
time.
1. Intensity: intensity measures in decibels and results in the sensation of
loudness. Sounds generally become annoying at about 80 to 90 dBs and
can become damaging at 85 to 90.
2. Frequency: frequency is measured in Hertz and gives rise to the sensation
of pitch. Voice frequencies range from 1000 to 9000 Hz, continued
exposure to loud noises can cause hearing loss. Person who have spend
many years in noisy environment develop a characteristic hearing loss of
higher frequencies because of long exposure to the noisy environment.
3. Harmonic Composition: this often means the quality. A change in the
harmonic composition of speech can change the expression or meaning
of a phrase, this quality is important in aviation.
4. Time: time is related to the rate at which the words are spoken, the length
of the pauses, and the time spent on different sounds, this characteristic
is particularly important in ATC communications.
 Written Communication

Written communication is also extensively used in aviation,

such as documentations which included manuals,
checklists, task cards etc, these are all a part of daily
maintenance activities.
It is a one way communication, the checklist or documents
send the information but it is up to the
engineers/technicians to interpret the message and then
take actions based on their understandings.
 Communication Within Teams
Individual aircraft maintenance person need to communicate:
• Before starting a task - to find out what to do
• During a task - to discuss work in progress, ask colleagues questions, confirm actions
or intentions, or to ensure that others are informed of the maintenance state at any
particular time
• At the end of a task - to report its completion and highlight any problems Spoken
communication makes up a large proportion of day-to-day communication within teams
in aircraft maintenance.
Good communication within a team helps to maintain group cohesion.

It is much less common for individuals within teams to use written communication. They
would however be expected to obtain pertinent written information communicated by
service bulletins and work cards and to complete documentation associated with a task.
 Communication Between Teams

Communication between teams is critical in aircraft maintenance

engineering. It is the means by which one team passes on tasks to
another team.
This usually occurs at shift hand over. The information conveyed will
include:
• Tasks that have been completed
• Tasks in progress, their status, any problems encountered, etc.
• Tasks to be carried out
• General company and technical information
 SHIFT HAND OVER REPORT
SHIFT : A DATE: XX-YY-ZZZZ TIME: 2200 - 0600 HRS

DETAILS OF DEFECT CORRECTIVE ACTION/REMARKS

S2-AHH
1 DI CARRIED OUT

2 ENG #1 FUEL LOW PRESSURE LIGHT ON. PRESSURE SWITCH DEMANDED AS CRITICAL ON 29/05/2017.

3 DVI OF SHOCK MOUNTS C/OUT BY BASE MAINT TEAM

S2-AHF
1 DI C/OUT BY EVENING SHIFT

2 AML ENTRY, " NO 2 RECERCULATION FAN U/S . CABIN REMAIN HOT". RECIRCULATION FAN ASSY INSTALLED. TESTED FOUND OK. MEL CLEARED.

3 AIR CONDITIONING CROSS BLEED VALVE REMOVE TO SERVICE S2-AHG. CROSS BLEED INSTALLED WHICH WAS REMOVED FROM S2-AHG. ITEM DEMANDED AS CRITICAL ON 13-05-17.

4 PILOT SIDE VHF COM AUDIO CONTROL PANEL REMOVED TO SERVICE S2-AHH. AUDIO CONTROL PANEL DEMADNED AS CRITICAL ON 29/05/2017.

5 LAVATORY DRAIN CONTROL HANDLE REMOVED TO SERVICE S2-AHG DRAIN CONTROL PN-3831001000000 DEMANDED AS CRITICAL ON 30-05-2017

6 FUEL TEMP INDICATOR #1 SHOWING AMBER. WAITING FOR FUEL HEATER.

 Communication Problems
There are two main ways in which communication can cause problems.
These are lack of communication and poor communication.

Lack of communication is characterized by the engineer who forgets to pass on pertinent

information to a colleague, or when a written message is not forwarded properly.

Poor communication is typified by the engineer who does not make it clear what they
need to know and consequently receives inappropriate information, or a written report in
barely legible handwriting.

Both problems can lead to subsequent human error.

 Work Logging and Recording
Work Logging and Recording is one of the most critical aspects of
communication within aviation maintenance, since inadequate logging
or recording of work has been cited as a contributor to several incidents.
Even if engineers think that they are going to complete a job, it is always
necessary to keep the record of work up-to-date just in case the job has
to be handed over.
This may not necessarily be as a result of a shift change, but might be
due to a rest break, illness, the need to move to another (possibly more
urgent) task, etc.
 Work Logging and Recording
Basic rules of thumb to help aircraft maintenance
engineers minimize poor communication are:
• Think about what you want to say before speaking
or writing
• Speak or write clearly
• Listen or read carefully
• Seek clarification wherever necessary
 Keeping Up-to-Date, Currency
Aircraft maintenance engineers undertake an approved course to
obtain the knowledge and basic skills to enter the profession.
This training is followed by instruction in more specific areas, such as
maintenance of individual aircraft and specific systems.
However, the aviation industry is dynamic: operators change their
aircraft, new aircraft types and variants are introduced, and new
aircraft maintenance practices are introduced.
As a consequence, the engineers needs to keep their knowledge and
skills up-to-date.
 Keeping Up-to-Date, Currency
To maintain his currency, they must keep abreast of pertinent information relating to:
• New aircraft types or variants
• New technologies and new aircraft systems
• New tools and maintenance practices
• Modifications to current aircraft and systems they work on
• Revised maintenance procedures and practices
Engineers are likely to keep up-to-date by:
• Undertaking update courses
• Reading briefing material, memos and bulletins
• Studying maintenance manual amendments
 Keeping Up-to-Date, Currency
Responsibility for maintaining currency lies with both the individual and the
maintenance organization for which they work. The engineer should make it
their business to keep up-to-date with changes in his profession (remembering
that making assumptions can be dangerous).

The organization should provide the appropriate training and allow their staff
time to undertake the training before working on a new aircraft type or variant.
It should also make written information easily accessible to engineers and
encourage them to read it. It is, of course, vital that those producing the
information make it easy for technicians to understand (avoid ambiguity).
 Dissemination of Information
Good dissemination of information within an
organization forms part of its safety culture. Normally,
the maintenance organization will be the sender and
the individual engineer/technician will be the recipient.
 Process of Dissemination
An aircraft maintenance engineer or team of engineers
need to plan the way work will be performed.
Part of this process should be checking that all
information relating to the task has been gathered and
understood.
This includes checking to see if there is any information
highlighting a change associated with the task
 Responsibility of Dissemination
There should normally be someone within the
maintenance organization with the responsibility for
disseminating information.
Supervisors/Shift in charge can play an important role
by ensuring that the persons within their team have
seen and understood any communicated information.
 Dissemination Method: Communication
Communication is an active process whereby both the
Organization and engineers have to play their part.
It is imperative that technicians working remotely from the
engineering base familiarize themselves with new information
(on notice boards, in maintenance manuals, etc.) on a regular
basis.
Poor dissemination of information was judged to have been a
contributory factor.
 Summary
• Nothing is possible in the human working world
without good communication.
• Understanding the factors that interfere with
communication will reduce misunderstandings and
smooth the flow of work and personal relationships.