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. 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

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