3.2 Communication

Training Objective:

The trainee will be able to describe the importance of, and the procedures for, effective communication in normal, abnormal and emergency situations.


Passenger Announcements

3.2A General

3.2A.1 Define normal, abnormal and emergency communication.

3.2A.2 Describe the procedures for normal, abnormal and emergency communication and describe ways of communicating effectively in these situations (e.g. speed, volume, choice of words, enunciation, etc.).

3.2A.3 Describe the importance of effective communication especially when dealing with abnormal and emergency situations.

3.2A.4 Describe the responsibility of crew members to provide complete and accurate information to the pilot-in-command to assist in decision-making.

3.2B Communication

3.2B.1 Identify the difference between verbal and non-verbal communication and describe the effects of communicating different messages. Describe the potential hazards to flight safety if communication is not effective.

3.2B.2 Identify how poor communication has contributed to aviation accidents and incidents and discuss ways to minimize these communication deficiencies.

3.2C Passenger Announcements

3.2C.1 List the systems onboard for passenger announcements (e.g. PA, pre-recorded announcements, etc.).

3.2C.2 Describe recommended passenger address techniques (e.g. how to hold the handset, volume, feedback in systems, etc.).

3.2C.3 Describe when, and by whom cabin announcements must be made, and the minimum content of each announcement (e.g. cabin baggage, pre-departure safety, after take-off, etc.).

3.2C.4Define the one crew concept and list ways this may be achieved.

3.2C.5 Identify the importance of listening to all announcements in the event that the announcement may contain emergency signals or information.

3.2C.6 Identify how poor crew coordination has contributed to aircraft accidents and incidents and outline strategies to improve crew coordination.