We all recognize that effective communication is an essential process in which we need to react on a continuous basis to survive!.
In fact in order to engage effectively we communicate both on a personal and business level.
So where do we disconnect?
Because we do not have access to records regarding miscommunication within the maintenance environment in the way that we do in the operational environment – the same level of graphic example is not evident but consider the following:
In 1980, A UK operator of B727 lost an aircraft and 146 people because of miss communication between the pilot and ATC. Why? ATC gave the following instruction – “turn to the left” when he should have said “turns to the left” – resulting in the aircraft making a single left turn rather than making circles using left turns.
The problem is we miscommunicate.
We should all understand that simply delivering a message is not in itself effective communication. For effective communication we need to ensure that the message is not just received rather it is received and understood.
If the message is misinterpreted in some way (for example the receiver did not understand the written instruction in the way the writer of the instruction meant him to understand).
Added to the challenge is the fact that many words in the English language mean different things to different people and can be modified by context.
Example – this and that, with respective plural forms these and those. which, what, whichever and whatever.
Reasons why the message fails include:
Multiple communications – where we have verbal only messages and several people are talking at the same time or someone is talking over the person you are listening to!
Fatigue, stress – If we are tired our mental faculties become impaired, plus possibly we are working in a language which is not our mother tongue, then we may start to see some difficulty in effective communication.
Distractions – It is a basic human factor exposure that we can become distracted and in so doing to experiences errors in communication.
Incomplete message – If the information is not complete – means there are gaps then it is possible that the reader of the information falls into the gaps (Gaps Create Traps!).
Ambiguous wording – Be careful with the phraseology information provided that is Ambiguous (open to more than one interpretation; not having one obvious meaning).
Jargon or Slang – The use of such words is counterproductive as it can again lead to confusion and incorrect interpretation of the information.
Sofema Aviation Services offers Technical Aviation English Training for Aircraft Maintenance Staff, if you would like additional information please see www.sassofia.com or email: office@sassofia.com
