Introduction to Crew Resource Management — Page 332, Lesson 546

Alright, let's talk about the receiving side of communication first. A person receiving information needs to appreciate that listening is a definite two-way process. The listener's role is just as important as the transmitter's. You must listen carefully, and if you need more information, you ask for clarification. You also continually review and check the information you've received. The simple rule to remember is: when unsure, ask. The whole aim here is to achieve the same mental model through good communication. That means both people in the conversation need to have the same picture of what's happening. Now, let's look at question types, because the type of question you ask determines the type of response you get. You need to be aware of the advantages, disadvantages, and when each type is appropriate. We focus on three main types. First is the closed question. This is a question where the receiver's response is limited to "yes", "no", or just a word or two, because of the way the question is phrased. The advantage is that it allows for rapid transfer of specific information or a quick check of understanding, which can be very appropriate in high-workload situations. However, the disadvantage is that closed questions don't fully use the potential of the person being questioned. If you constantly use closed questions, it can break down open and effective communication, and in particular, it can damage teamwork. Second is the open question. This is phrased to elicit information from the receiver or to initiate discussion. It encourages open and effective communication, and that in turn encourages teamwork. The trade-off is that it may not be appropriate during periods of high workload when time is limited and you need a specific, rapid transfer of information. Third is the leading question. A leading question is one where the required answer is already built into the question. The words "isn't it" are often present. The classic example given is during mutual flying: "That is Witney down there... Isn't it?" If you ever use or hear a leading question, it may mean a loss of situational awareness has occurred. That must be addressed immediately—alarm bells need to ring. Finally, let's touch on methods of communication. Although we naturally transmit information in several ways, we're generally unaware of exactly how we do it. In normal face-to-face situations, the greatest proportion of information is transmitted through body language, with a much smaller percentage being transferred by the words themselves. You need to be conscious of this because the situation changes on the flight deck. The physical location of two pilots side by side, a flight engineer behind the pilots, or a flight attendant situated at best in the pilot's peripheral vision—this restricts communication. The result is that for effective communication, you have to adapt, because you lose most of that body language.