Introduction to Crew Resource Management — Page 332, Lesson 544

I want to walk you through a key part of Crew Resource Management — the communication side. We've just done a simple exercise, and the main lesson from it is something I want you to really lock in: the receiver — the person getting the message — has a critical job. They need to question and summarize what the transmitter, the person sending the message, actually intends or needs. In the second exercise, where that two-way exchange was allowed, the information transfer was much more effective, and accurate completion was achievable even though the test itself was harder. Now, because effective communication — both inside the aircraft and between the aircraft and the ground — is fundamental to safe operation, there are several main points from this session you need to recognize and remember. First: effective communication must be two-way. That means the transmitter's intention can be clarified when necessary. This is why we read back information on the radio, why questioning when unsure is so important, and why we need to create an atmosphere where questioning and thinking are encouraged. Second: communication needs to be concise, using language appropriate to the receiver's background. Flying terms that help pilots communicate concisely with each other will have little meaning to someone who isn't familiar with those terms. So you have to adapt your language to your audience. Third: even two-way communication is imperfect. Error can still occur, which brings us back to the need to question if you're unsure. Now let's shift to a new distinction: hearing versus listening. So far we've focused on the transmitter's role, but the receiver's role is just as important. Hearing is the physical process of collecting sound that's transmitted. Listening, however, involves the understanding process of interpreting that sound. Listening is therefore an active process — it requires concentration. And the flight deck of an aircraft is a noisy environment with many distractions, from operating the aircraft to the administration of the crew. To encourage listening, the transmitter should do two things. First, keep transmissions short, because the receiver's attention will reduce with time. Large quantities of information should be transferred in parts, with the receiver being invited to respond or question in between. Second, try hard to ensure the receiver's attention is not elsewhere. There's little point in asking for flap operation when the receiver is busy on the radio — you're unlikely to achieve the desired response. Similarly, in-depth theoretical discussions between instructor and student should take place in a quiet room on the ground, not when the student is airborne and working hard.