文章基本信息

标题：COMMUNICATION AND BEHAVIOR IN HIGH RELIABILITY ORGANIZATIONS: An Analysis of Communication in Civil Aviation
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作者：Ana Maria Vieira ; Isabel Cristina dos Santos ; Edson Keyso de Miranda Kubo 等
期刊名称：Business and Management Review
印刷版ISSN：2047-0398
电子版ISSN：2047-0398
出版年度：2014
卷号：3
期号：7
页码：01-15
出版社：Global Research Society
摘要：Communication can be seen as one of the most important features to manage conflicts and the stress of the workteams that operate in environments with strong pressure, complex operations and continuous risk, which areaspects that characterize a high reliability organization. This article aims to highlight the importance ofcommunication in high-reliability organizations, having as object of study the accidents and incidents in civilaviation area. It refers to a qualitative research, outlined by documental analysis based on investigationsconducted by the Federal Aviation Administration and the Center of Investigation and Prevention ofAeronautical Accidents. The results point out that human errors account for 60 to 80 percent of accidents andincidents. Most of these occurrences are attributed to miscommunication between the professionals involvedwith the air and ground operation, such as pilots, crewmembers and maintenance staff, and flight controllers.Inappropriate tone of voice usage, difficulties to understand different accents between the issuer and thereceiver or even difficulty to perceive red flags between the lines of verbal and non-verbal communication, areelements that contribute to the fata of understanding between people involved in the operation. As a researchlimitation this present research pointed out a lack of a special category of "interpersonal communicationsfailures" in the official agency reports. So, the researchers must take the conceptual definition of "socialability", communication implied, to classify behaviors and communication matters accordingly. Other researchfinding indicates that communication is superficially approached in the contents of air operations courses whatcould mitigate the lack of communications skills as a social ability. Part of the research findings refers to thecontents of communication skills development into the program to train professional involved in air flight andground operations. So, it is expected that this present article gives an appropriate highlight towards theimprovement of flight operations training programs. Developing communication skills among work teams inhigh reliability organizations can contribute to mitigate stress, accidents and incidents in Civil Aviation Field.The original contribution of this article is the proposal of the main contents that should be developed in aCommunication Skills Training Program, specially addressed to Civil Aviation operations
关键词：Communication Skills; Multicultural Working Teams. High Reliability Organizations. Managing;Risks