How Poor Communication Crashes Airplanes

I recently read Outliers by Malcolm Gladwell. In hisnot listening to your words, select words that will
book, Gladwell tells us how poor communicationresonate with that person. Change the way you
crashes airplanes. In other words, it's neither theare communicating to grab the other person's
weather nor mechanical difficulties that causeattention.
crashes, but poor communication and misguided• Pay attention to the other person's nonverbal
teamwork. When the pilot and the first officer domessages. Filler words, "I think, maybe, I believe,
not communicate clearly, when they do not actprobably," suggest a lack of confidence. When you
like a team, airplanes go down. Imagine that!hear that lack of confidence, share your message.
This led me to think about all the mishaps we• Don't doubt yourself. If you have something
have that result from communication errors. Thinkto say, say it. You may be wrong, but it's better
about the number of times we've hurt someone'sto get it out and to allow someone to consider
feelings by not listening or by sending the wrongthe option, than to never say it.
message. Think about the number of times• Say what you need to say with confidence
projects in the workplace get botched becausebut without aggression. When others reject your
teams do not communicate well. Think about theideas, do not take it personally. If you shared
number of sports events where stellar teamsyour suggestion or idea and it was dealt with
lose because they can't act like a team oropenly, you've done your part.
because their coaches forgot the basics of• If someone counters your idea with their
communication.own knowledge, listen. Don't rebel because the
As human beings, we relate to one anotheridea was someone else's, even if that person is
through our communication-both verbal andnot your superior. Do not let "rank" cloud your
nonverbal. In the cockpit, those messages - whenlistening.
misinterpreted - result in disaster. Sometimes,• Use good listening skills to force yourself to
outside the cockpit miscommunication can kill ashear what the other person is saying. Paraphrase
well. For example, imagine a doctor in thewhat they said or probe with good open
operating room. When the surgeon asks for anquestions. Don't simply process the information in
instrument, he must do so in just the right wayyour head.
and that message must be interpreted correctly.Communication is interrelated. To achieve success
The physician monitoring a heart patient mustwith communication, we must recognize that we
communicate in clear and unequivocal terms.need each other, i.e., I need you and you need
When I teach workshops related tome. We cannot communicate alone.
communication and teams, I often hear peopleGladwell points out in his book that successful
say, I don't care what the other person thinks.people must practice ten thousand hours to
We become angry or annoyed with the otherbecome successful in whatever it is they do. He
person and we give up. Communication takesalso notes that it's not practice alone that makes
practice and patience. It takes more energy thana person successful. It's the right kind of practice.
most of us give it.I would venture to guess that most of us have
Gladwell gives several examples when the firstcommunicated much more than ten thousand
officer knew the pilot was making a deadlyhours. I would also note that most of us have not
mistake, but he did not communicate thatpracticed ten thousand hours of good
message. Instead of saying, "This is ancommunication. That's the challenge we face.
emergency. We must abort." The first officerThose of us, who lead others, must take
said, "I think we might need to change course."communication seriously. We may not be flying a
Notice the difference. Often, a slight change in theplane or performing surgery, but we are trying to
way we communicate both verbally andget through our days successfully. Good, effective
nonverbally will drastically change the meaning.communication takes practice and a lot of it.
Here are a few tips to help you communicateI pray that my pilot and first officer on my next
your message with confidence:flight will have logged in many more than ten
• When you recognize that the other person isthousand hours of good communication!