BGS - 03. Communications

Question 1

Communications

“demonstrates effective oral, non-verbal and written communications, in normal and non-normal situations”

~ICAO Doc 9995

Answer 1

1

Question 2

Communications

11 Behavioural Indicators

Answer 2

1. Ensures the recipient is ready and able to receive the information
2. Selects appropriately what, when, how and with whom to communicate
3. Conveys messages clearly, accurately and concisely
4. Confirms that the recipient correctly understands important information
5. Listens actively and demonstrates understanding when receiving information
6. Asks relevant and effective questions
7. Adheres to standard radiotelephone phraseology and procedures
8. Accurately reads and interprets required company and flight documentation
9. Accurately reads, interprets, constructs and responds to documentation in English
10. Correctly interprets non-verbal communication
11. Uses eye contact, body movement and guestures that are consistent with and support verbal messaging

1

Question 3

Revelent and Effective Question

Closed Question

Answer 3

The ‘yes/no’ question

Useful for
Useful for getting a quick answer

7

Question 4

Revelent and Effective Question

Open Question

Answer 4

Cannot be answered with a yer or no.
May be combined with other question types i.e. probing questions

Useful for
Critical or creative discussions, finding out more information about a person or subject, checking understanding

7

Question 5

Revelent and Effective Question

Probing Question

Answer 5

A series of questions that dig deeper and provide a fuller picture

Useful for
seeing the bigger picture, encouraging a reluctant speaker to tell you mor einformation, and avoiding misunderstandings

7

Question 6

Revelent and Effective Question

Leading Questions

Answer 6

Leads the respondence to a desired outcome
Example;
“do you have any issues with the project” or “did you enjoy working on the project”

First question subtly prompts respondent to a negative answer, and the second questions subtly prompts respondent to a positive answer

It is important to use leading questions carefully as they can be seen as coercive

Useful for
building a positive discussion, steering a conversation towards a desired outcome

8

Question 7

Revelent and Effective Question

Loaded Questions

Answer 7

Can seem straightforward and closed, but they contain assumption about the respondent.
Example;
“have you stopped stealing the cakes”
This assumes the respondent was previously stealing cakes.
Questions can be seen as manipulative

Useful for
Discovering facts about someone who would otherwise be reluctant to offer up the information

8

Question 8

Revelent and Effective Question

Funnel Questions

Answer 8

These questions start broadly before narrowing to a specific point, and visa versa

Narrow to broad example;
1. What is your name
2. What is your current job
3. Why do you want to be a pilot

Broad to narrow example;
1. What is your job
2. Do you work nights
3. Did you see that person cause the violation

Useful for
building relationships, discovering very specific information, diffusing arguments

9

Question 9

Revelent and Effective Question

Recall Questions

Answer 9

Requires the recipient to rememeber something
Example;
“what is 7 x 7?”

9

Question 10

Revelent and Effective Question

Process Questions

Answer 10

Require the respondent to add their own opinion to their answer. Can be used to test the respondents depth of knowledge about a particular topic.
Example;
“what is the advantage of asking a closed question” or “why should we select you as a commercial pilot”

Useful for
encouraging critical thought and in-depth evaluation of a subject in tests, interviews or discussions

9

Question 11

Revelent and Effective Question

Rhetorical Questions

Answer 11

Questions that do not really require an answer.
Example;
“isnt it nice working with such a friendly team” is a more engaging way of saying “this team is friendly”.

Useful for
persauding people, building engagement

10

Question 12

Revelent and Effective Question

Standard-revleaing Questions

Answer 12

These questions are preceeded by a statement which suggests or reveals the questioners thoughts or standards.

“we cannot guarantee what base you will be offered. What are your thoughts on re-locating”

Useful for
checking to see if someone will ‘stick to their guns’ or let their guard down to reveal their true thoughts

10