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in listening. You, therefore, have to
put people at their ease and make
them think they can talk to you or
ask questions.
So, communication is the exchange
of thoughts, messages or
information by various means,
including speech. The elements of
the process are the sender, the message,
the receiver and the feedback.
Perceptions and background of
people at either end may influence
things – a person at one end of a
radio transmission might receive
"send three and fourpence, we are
going to a dance" instead of "send
reinforcements, we are going to
advance".
Human Factors 419
You could emphasise each word in
turn of the following sentence and
have a different meaning every time:
I never said your dog was ugly
Effective communication demands
five skills:
·  Seeking information - good
decisions are based on good
information, so we need it to do
our jobs effectively –
particularly with reference to
finding out what the customer
actually wants.
·  Stating your position - making sure
the other person knows your
viewpoint.
·  Listening - active listening means
not making assumptions about
what the other person is saying,
or what they really mean. You
need to be patient, question
(intelligently!) and be
supportive. Even low-time
pilots have opinions!
·  Resolving differences - almost
always, the best way to o this is
ensure that the results are best
for everyone concerned.
·  Providing feedback
Cultural Factors
What's normal for one person isn't
for others – in many countries, red is
an extremely unlucky colour. Even
within our own trade, there are fixed
wing and rotary pilots, military
versus civilian, jet against piston,
etc., with their own ways of thinking.
Factors Affecting Judgement
"Judgement is the process of recognising
and analysing available information
about yourself, your aircraft and the
environment you are in, followed by the
rational evaluation of alternatives to
implement timely decisions which
maximise safety. This involves the
ability to evaluate risks based on
knowledge, skill and experience."
In short, the process of choosing
between alternatives for the safest
outcome. Factors that influence the
exercise of good judgement include:
·  Lack of vigilance - vigilance (that
is, keeping an eye on what's
going on) is the basis of
situational awareness. You need
to keep a constant watch on all
that is going on around you,
however tempting it may be to
switch off for a while on a long
navex. Monitor the fuel gauges,
check for traffic and engine-off
landing sites, all the time.
·  Distraction - anything that stops
you noticing a problem, for
example, slowly backing into
trees while releasing a cargo net.
Keep pulling back from the
situation to reaffirm you
awareness of the big picture.
·  Peer Pressure - we all like to be
liked, whether by people inside
or outside your own company.
Do they want you to fly
overweight? Or fly in darkness,
even though they are late back?
Being too keen to please is part
of a self-esteem problem,
another aspect of allowing
yourself to be put upon.
·  Insufficient Knowledge - although
you can look the regulations up
in a book, this is not always the
most convenient solution, so
you need a working knowledge
of what they contain, including
420 Canadian Professional Pilot Studies
checklists and limitations from
the flight manual, etc. We don't
all have the luxury of an aircraft
library, or have the time to refer
to it if there was one.
·  Unawareness of Consequences - this
is an aspect of insufficient
knowledge, above. What are the
consequences of what you
propose to do? Have you
thought things out thoroughly?.
·  Forgetfulness of Consequences -
similar to the above.
·  Ignoring the Consequences - again,
similar to the above, but more
of a deliberate act, since you are
aware of the consequences of
your proposed actions, but
choose to ignore them.
·  Overconfidence - this breeds
carelessness, and a reluctance to
pay attention to detail or be
vigilant. Also, it inclines you to
be hasty, and not consider all
the options available to you.
　
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