Effective Communication - AMPI€¦ · verbal and non-verbal communication can take place. •The...

Effective Communication

Communicating With Bridge Teams

Efficient pilotage is chiefly dependent upon the effectiveness of the communications and information exchanges between the pilot, the master and other bridge personnel and upon the mutual understanding each has for the functions and duties of the others.

The ICS Masters Guide to Berthing

But First Some Theory

What Does Communication Do?

• Communication provides information • Communication establishes interpersonal relationships

• Communication establishes predictable behaviour patterns

• Communication maintains attention to task and monitoring

• Communication is a useful management tool

Kanki and Palmer 1993, Krivonos 2007

Effective Information Exchange

An effective exchange of information allows:

• Effective decision-making

• Effective situation awareness

• Effective team co-ordination

• Effective leadership

Models of Communication

One-Way Model

Models of Communication

Two-Way Model

Feedback in the Communication Process

Effective feedback is critical as it:

• Ensures that the sender and receiver are “on the same page”

• Closes the communication loop

• Prevents the receiver misunderstanding the original intent of the message

Types of Communication

Verbal Communication

• Is either spoken or written

• Helps to build relationships

• Helps in task completion

• On its own can hinder effective communications

• The “how” it is said may be more important than “what” is said

• Written communications must be clear, precise and informative

Non – Verbal Communication

Complements verbal communication by:

• Repeating what is being said

• Reinforces verbal communications

• Enables emphasis to be placed on certain words

• Contradicts the verbal message

• Substitutes for verbal behaviour

How to Effectively Communicate?

What is the most effective communication medium for delivering a message?

• The best is via face-to-face conversations as both verbal and non-verbal communication can take place.

• The worst is written communications alone as they can lead to false impressions.

West (2012)

Communication Behaviours

Team Leader should

• Establishes a positive work environment by asking for input

• Listen without evaluating

• Identify bottom-line safety conditions

• Establish contingency plans

Team Members should

• Verbally indicate their understanding

• Verbally indicate their understanding of the contingency plans

• Provide consistent verbal and nonverbal signals

• Respond to queries in a timely manner

Beubien et al (2004)

Communication Barriers

Internal External

Language Difference

Noise

Culture Interference or Distraction

Motivation Separation in Location, Time

Expectations Lack of Visual Cues

Past Experience

Prejudice

Status

Emotions/Moods

Deafness

Voice Level

Effective Communication with Bridge Teams

Command or Conduct

The position of the pilot on board a vessel is aptly summarised by the Canadian Royal Commission on Pilotage, Ottawa 1968, as follows: ....'to conduct a ship' must not be confused with 'being in command of a ship'. The first expression refers to action, to a personal service being employed; the second to a power. The question whether a pilot has control of navigation is a question of fact not of law. The fact that a pilot has been given control of the ship for navigational purposes does not mean that the pilot has superseded the master. The master is, and remains, in command; he is the authority on board. He may, and does, delegate part of this authority to subordinates and to outside assistants whom he employs to navigate his ship - i.e., pilots. A delegation of power is not an abandonment of authority but one way of exercising authority.

Briefings – Master / Pilot Exchange

These are critical for the following reasons:

• They allow team members to develop a shared mental model

• They encourage input from all team members

• All relevant information can be discussed

• Two-way verbal communication is established

Bridge Team Communication Interplay

PilotStatus:High

CaptainStatus:Highest

OfficeroftheWatchStatus:Medium

HelmsmanStatus:Lowest

LookoutStatus:Lowest

BRMTeamSpace

Debriefs – An Aid to Effective Communication

Debriefs should be held as they:

• Enable learning

• Prevent repetition of errors

• Enable improvement

• Reinforce correct behaviours with positive feedback

• Emphasise positives

The Pitfalls of Ineffective Communication

• Miscommunication

• Poor team performance

• Increase in the risk of an incident

• Threatens the safety of the vessel

Guidelines for Effective Bridge Communication

• Give Respect • Generate good body language • Speak slowly and clearly • Listen actively • Simplicity • Use pictures and diagrams • Use standardised words and phrases (IMO SMCP) • Never assume • Be happy (smile)

Communication Breakdowns

Iron Baron Iron Spencer

Communication Breakdown

The End

Thank You Questions? Peter Dann MaritimeHF@bigpond.com www.captainpeterdann.com