Instructor: Ph.D Nguyen Kim Loan
Pham Thi Quynh Nhu
Huynh Phuong Thao My
Chu Thi Lan Anh
Vu Thi Quynh
Pham Thi Minh Hue
Nguyen Hoang Linh
Nguyen Thi Thuy Trang
Active process of
Convey a certain purpose
2. Purposes of communication:
Impact and influence
3. Functions of communication
Cognitive and evaluation
Coordination of activities
4. Communication needs
Communication underpin everything we do
making our needs known
expressing our likes and dislikes
interacting with others and building relationships
Communication in aviation
- In the context of Aviation industry, the role of
communication is vital.
- For the purpose of exchange of some crucial and
essential information, instruction and command
between cabin crew and Air traffic controller, there is
a need of having some intensive means and types of
Effective communication is a basic human requirement and in the aviation
30% of all incident events have communication errors, rising to 50% in airport
environment an essential pre-requisite to safety. So why do we continue to get it so
23% of all level-bust events involve communication errors.
40% of all runway incursions also involve communication problems.
The chart of miscommunication errors
5. Ground service
Service related to airport
- Ensuring the operation of airports /
aviation safety and security.
-Provides navigation information
Service not related to airport
-Book a ticket – placeholder
- Freight forwarding.
- Customer/cargo service in station
-Technical service of aircraft, supplies
-Taxi , vehicle rental
-Car park, gas pump..
6. Flight attendants - Passengers
communication tool and some basic communication principles.
Part 2: The process of attendants serving!
Pre take-off :
+ CAs check passenger’s boarding card
+ Greeting for, Safety demonstration and Before take-off
Click icon to add picture
8. PILOTS - AIR TRAFFIC CONTROLLERS
Incorrect or incomplete pilot / controller communications is a causal or
circumstantial factor in 80 % of incidents or accidents.
% of Reports
Absence of Communication
Correct but late communication
Communication Factors in NASA ASRS Reports
Mode of Communication
% of Reports
Reading and Writing
Modes of communication are affected
The pilot/controller communication
9. CAUSES OF MISCOMMUNICATION
Complacency, overconfidence of individual.
Failure to seek confirmation.
Failure to request clarification.
Failure to question an incorrect / inadequate ATC instruction.
DEADLIEST AIR DISASTERS CAUSED BY
Singapore Airlines Flight 006 (2000)
Garuda Indonesia Flight 152 (1997)
11. Pilot/ controllers in emergency communication situations
n; o r
r d IC
10. Achieving Effective Communications - Obstacles and Lessons Learned:
Pilots and controllers are involved equally in the air traffic management
Human Factors Aspects In Effective Communication
Language and Communication
Use of nonstandard phraseology
Omission of Call-sign
Readback and Hearback Errors
Perceiving What Was Expected or Wanted
12. Rules for effective communication:
Pilot reads back correctly
ATC instructions should be recorded where
Use standard phraseology in face to-face
Write as you listen and read as you speak
Use clear and unambiguous phraseology
Always insist on complete and accurate readbacks
If you are unsure, always check!
The importance of communication in aviation is paramount as it affects
Remedial actions are implemented that would contribute to increasing the
level of improvement of communication.
The responsibility of every aviation organization as well as individuals
Reference regarding pilot / controller communications can be found in many international
and national publications, such as:
ICAO – Annex 6 – Operation of Aircraft, Part I - International Commercial Air Transport –
Aeroplanes, Appendix 2,5.15.
ICAO – Procedures for Air Navigation Services – Air Traffic Management
( PANS-ATM, Doc 4444).
ICAO – Procedures for Air navigation Services – Aircraft operations ( PANS-OPS, Doc
8168 ), Volume I – Flight Procedures (Post Amendment No 11, applicable Nov.1/2001).