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. 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

3. 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

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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

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

19. 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

20. 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

21. 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

22. 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

23. 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

24. 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

25. 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 50314 FAA Academy, Oklahoma City

26. THANK YOUTHE END