what is communication
the transmission of something from one location to another
what are the different modes of communications
information
ideas
feeling
attitudes and beliefs
what are the different types of communication
visual
verbal
written
nonverbal
what is the 7-38-55% rule
‘liking’, 7% was deduced from verbal content, 38% from vocal tone and 55% from facial expressions
what can lack of communication lead to
aviation incidents and accidents.
what are the 5 key elements of good communication
transmit
encode
decode
receive
feedback
There are two main ways in which communication can cause problems, what are they
Lack of communication
Poor communication
what are the Basic rules of thumb for minimising poor communication
Think about what you want to say before speaking or writing.
Speak or write clearly.
Listen or read carefully.
Seek clarification wherever necessary.
who is responsible for maintaining currency
engineers and their employers
who share the responsibility to keep abreast of new information
the engineer and the organisation
For communication to occur successfully, the transmitter and receiver must:
A. Be in the same location
B. Use verbal communication only
C. Share a common code
D. Have the same job role
C. Share a common code
Which of the following is considered feedback in the communication process?
A. Encoding a message
B. Writing a report
C. Acknowledging that a message has been received and understood
D. Choosing the communication channel
C. Acknowledging that a message has been received and understood
Which of the following is an example of non-verbal symbolic communication?
A. Writing a work card
B. Speaking over the telephone
C. A “thumbs up” gesture
D. Reading a procedure
C. A “thumbs up” gesture
For a spoken or written message to be understood, the receiver must:
A. Agree with the message
B. Use the same communication channel and understand the language
C. Be senior to the sender
D. Respond immediately
B. Use the same communication channel and understand the language
In aircraft maintenance, why is shared understanding of technical language, jargon, and acronyms important?
A. To speed up documentation
B. To reduce paperwork
C. To ensure accurate decoding of messages
D. To replace written communication
C. To ensure accurate decoding of messages
According to Mehrabian’s 7-38-55% rule, which element conveys the largest proportion of emotional meaning?
A. Verbal content
B. Tone of voice
C. Facial expressions
D. Written words
C. Facial expressions
Which of the following is NOT one of the five key elements of good communication?
A. Encode
B. Transmit
C. Supervise
D. Feedback
C. Supervise
When do aircraft maintenance engineers need to communicate during a task?
A. Only before starting work
B. Only at the end of the task
C. Before, during, and after the task
D. Only during shift handover
C. Before, during, and after the task
Why is it important not to rush shift handovers?
A. It increases paperwork
B. It allows engineers to rest
C. It reduces the risk of missing important information
D. It improves informal communication
C. It reduces the risk of missing important information
Which of the following is a common cause of communication failure?
A. Too much feedback
B. Use of written communication
C. Making assumptions about understanding
D. Clear and unambiguous messages
C. Making assumptions about understanding
Why is keeping accurate records critical in aircraft maintenance?
A. It reduces the need for verbal communication
B. Several incidents have been linked to inadequate logging of work
C. It speeds up aircraft turnaround times
D. It eliminates the need for inspections
B. Several incidents have been linked to inadequate logging of work
What was a key factor in the British Midland Airways B737-400 incident in 1995?
A. Incorrect fuel loading
B. Failure to replace engine oil
C. Failure to log the replacement of rotor drive covers
D. Poor weather conditions
C. Failure to log the replacement of rotor drive covers
According to CAP 562 Leaflet H-20, when should maintenance records be completed?
A. Only after the aircraft is released to service
B. At the discretion of the engineer
C. No later than the end of the individual’s work period or shift
D. Only if the task is fully completed
C. No later than the end of the individual’s work period or shift
What is the purpose of using pre-planned stage sheets for complex, frequently undertaken tasks?
A. To replace maintenance manuals
B. To assist with control, management, and recording of tasks
C. To reduce the number of inspections required
D. To speed up task completion
B. To assist with control, management, and recording of tasks
