9.7 Flashcards
(14 cards)
What is the most important form of communication?
Writing
What did Albert Mehrabian devise?
7% verbal content
38% tone of voice
55% facial expression
What is the sequence of communication?
Transmit
Encode
Decoded
Receive
Feedback
What is Transmit?
The brain decides on info to send
What is Encode?
Transmitted info is encoded into a common format (language, jargon, etc)
What is Decode?
This is the process of understanding the encoded message
What is Recieve?
The decoded message is received by the receivers brain
What is Feedback?
The receiver relays the information it has understood as it was intended
What are written reports and records called? (Maintenance cards, procedures, work orders, logs)
A traceable paper trail
What are typical rules of thumb for good communication?
Think about what you want to say/ write
Speak/ write clearly
Listen/ read carefully
Seek clarification when necessary
How can engineers get or become current?
Undertake courses
Read briefing material, memos, service bulletins and publications
Study AMM’s
Who’s responsible for staying current?
The engineer: take ownership of keeping to date
The organisation/ employer: allocate appropriate time for training, provide easy access and enforce information is read, accepted and recorded by engineers
What information changes pose the biggest risk?
Small changers: these may not warrant training and can easily be missed due to complacency.
Changes should be logged and recorded
What is ‘dissemination’ of information?
The ability to take in new information, understand it and distribute it to a wider audience
