Communications NAM/CAR/SAM Quality Assurance Workshop Mark Rios Air Traffic Management Officer ICAO NACC Regional Office NAM/CAR/SAM Air Traffic Services.

Slides:

Advertisements

Similar presentations

Communications CAR/SAM Air Traffic Services Quality Assurance Programmes Seminar South American Regional Office CAR/SAM Air Traffic Services Quality Assurance.

Advertisements

This unit is to prepare you for employment in sales.

Basic Communication Skills

Sending & Receiving Messages

Chapter 16: Health Care Communication

NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) Time Management Gustavo De León.

PART I INTERPERSONAL COMMUNICATION. Act of transmitting information, thought, opinions, or feelings, through speech, signs, or actions, from a source.

Description of Workshop Activities NAM/CAR/SAM Quality Assurance Workshop Mark Rios Air Traffic Management Officer ICAO NACC Regional Office NAM/CAR/SAM.

Basic Communication Skills Presented by. Basic Communication Skills Field of Consciousness ESTABLISHING RAPPORT.

101 Ways to Improve Your Communication Skills. Objectives Communication Techniques Listening Speaking and Listening Speaking and Writing General Tips.

January 27, 2015  Entry task: Write the question or prompt Describe a time when you were trying to communicate something to another person and they just.

The most valuable training facilitation skill

Communication Skills Seminar Boğazıçı University April 22, 2004 Tom Atkinson.

Art of Leadership & Motivation

1.02 Understand effective communication. Journal Prompt #1 How do you communicate? Do you like to talk? Are you a good listener? What makes you a good.

Communication Ms. Morris.

Chapter 6 Building Healthy Relationships Lesson 1 Building Communication Skills >> Main Menu Next >> >> Chapter 6 Assessment Click for: Teacher’s notes.

Communication Theory November 2011, Alex Righolt.

Communication Skills. 2 July 23, 2003 What are the most common ways we communicate? Spoken Word Written Word Visual Images Body Language.

Developing Listening Techniques Common Core Standards Addressed! CCSS. ELA Literacy. RST.1 1 ‐ 12.10By the end of grade 12, read and comprehend science/technical.

Workplace Basics The skills employers want…. What we know employers expect… Standard academic skills: Basic reading and comprehension Basic math and problem.

Marriage and Family Life Unit 1: Communicating With Others.

Warm-Up List as many ways that you can think of that people communicate with each other. Circle the three that you do most. Think back 5 years. Were these.

McGraw-Hill/Irwin Copyright © 2008 by The McGraw-Hill Companies, Inc. All rights reserved. Communication Visibility is incredibly important. It’s very.

Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

Chapter 12 Communicating Effectively

1 INTERVIEWING CLIENTS How to treat the people who may be your paycheck.

Crisis Management for Paramedics Week 1 Fundamentals of Communication & Therapeutic Approach Fundamentals of Communication & Therapeutic Approach Concepts.

Effective communication  Occurs when the intended meanings of the sender and the perceived meaning of the receiver are the same. Efficient communication.

The Listening Process “The only way to entertain some folks is to listen to them.” - Kin Hubbard.

Communication skills ”seek first to understand than to be understood” Stephen Covey.

Healthcare Communications Shannon Cofield, RDH. Essential Question How can communication affect patient care?

Speaking, Writing, and Listening Skills

Communication. Verbal & Nonverbal Communication Nonverbal Communication Involves: eye contact, gestures, posture, body movements, and tone of voice. Verbal.

1.02 Factors that affect communication 1.02 Factors that affect communication.

1. Fundamentals of Public Administration MPA – 406 Lecture - 27 FACILITATOR Prof. Dr. Mohammad Majid Mahmood ,

Chapter one Notes You will need a pen, paper and lots of patience to complete the activity……

EFFECTIVE COMMUNICATION SKILLS

Direct Guidance Principles

LISTENING Listening is a receiver’s activity in communication. As the speaker has the responsibility to be understood so the listener has the responsibility.

Basic Communication Skills Presented by Abdul Rasheed.

Communication. Communication Is the act of getting a message from point A to point B; to from point A to point B; to convey thoughts, information, convey.

Crisis Management for Paramedics Week 1 Fundamentals of Communication & Therapeutic Approach Fundamentals of Communication & Therapeutic Approach Concepts.

Unit B2-4 Employability in Agriculture/Horticulture Industry.

Mr. Valanzano Business Communications.  Communication – the transfer or exchange of thoughts, information, ideas, and feelings by speech (verbal), writing,

Communicating Effectively (1:46) Click here to launch video Click here to download print activity.

Developing Communication Skills

1 Professional Communication. 1 Professional Communication.

© BLR ® —Business & Legal Resources 1408 Effective Communication For Supervisors.

COMMUNICATION Passing of message from one person to another Transmission of meaning.

How do I communicate?.

How to Become an Effective Speaker and Writer

Developing Communication Skills Developing Listening Techniques.

Objective: Students will evaluate and discuss communication techniques and the benefits to improving your communication ability. Bellwork: What are some.

Listening & Non-Verbal Communication Mrs. Berry 8 th Grade Medical Skills & Services.

Effective Communication for All Employees

© 2011 South-Western | Cengage Learning GOALS LESSON 3.1 COMMUNICATE FACE-TO-FACE Describe ways to make customers feel welcome Apply observation, listening,

EFFECTIVE LISTENING. INTRODUCTION ‘ Listening means decoding and interpreting sound correctly.‘ Listening is not only hearing but something more. Listening.

Three Elements of Effective Communications 4.3

Unit D2-4 Employability in Agriculture/Horticulture Industry.

Building Healthy Relationships through Communications.

 Communication Barriers. Learning Goals  5. I will be able to explain obstacles/barriers to effective communication  6. I will be able to suggest ways.

Chapter 10 Organizational Communications 1 Chapter 10 Organizational Communications ©2008 Thomson/South-Western.

Speaking and Listening. Speaking and listening Why are communication skills important? Communication is the heart of every organization. Everything you.

Verbal listening: Listening.

CLIENT COMMUNICATIONS. Definition of Communication  Webster’s dictionary defines communication as “to give, or give and receive, information, signals,

Communications NAM/CAR/SAM Quality Assurance Workshop Mark Rios

WELCOMES YOU Bharath Heavy Electricals Limited Tiruchirappalli.

Transferable Skills Development

10 PRINCIPLES OF EFFECTIVE LISTENING

Presentation transcript:

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)

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: Types of Communication Types of Communication Elements of Communication Elements of Communication Methods for improving communication skills Methods for improving communication skills Interview and Investigation techniques 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? SenderMessageReceiverUnderstanding Listen to understand

NAM/CAR/SAM Air Traffic Services Quality Assurance Workshop (Port of Spain, Trinidad and Tobago, 26 to 30 November 2001) Types of Communication OralWrittenNonverbal

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 You didn’t think RECEIVERS SAY: You didn’t say what you meant You didn’t speak/write clearly 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 InterpretingUnderstandingDiscipline

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 Body Language Body Language Gestures Gestures Signals 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 ProfessionalismInterestCuriosity 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 IntegratingExperienceOrganization 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 FAA Academy, Oklahoma City

THANK YOUTHE END