Communicating Care

Why is concise communication important in aviation?

• It helps passengers feel more comfortable
• It saves time in urgent situations
• It makes the announcements sound more formal
• It reduces the need for active listening

Answer explanation

Concise communication ensures efficiency and clarity, which is critical in urgent situations.

What is a common challenge for cabin crew when communicating with passengers?

• Speaking in complete silence
• Over-explaining and giving unnecessary details
• Using overly simple words
• Avoiding all aviation terminology

Answer explanation

Over-explaining can lead to confusion and delay necessary actions.

Which option is the most concise way to announce that the seatbelt sign is on?

• The seatbelt sign has been turned on for now, so please remain seated.
• The captain has switched on the seatbelt sign. Please remain seated with your seatbelt fastened until it is turned off. Thank you.
• As you may have noticed, the captain has decided that at this moment it is best to illuminate the seatbelt sign, meaning you should remain in your seat.
• Passengers, the fasten seatbelt sign is now activated, and we recommend staying in your assigned seat with your seatbelt securely fastened until further notice.

Answer explanation

The correct option is clear and concise while conveying all necessary information.

Which of the following is NOT a principle of concise communication?

• Use short, direct sentences
• Avoid redundant words
• Stick to key information
• Use long, detailed explanations

Answer explanation

Long explanations make communication less effective and can cause misunderstandings.

How does stress and intonation help in communication?

• It makes speech sound more complex
• It highlights key words and conveys meaning
• It makes announcements longer
• It prevents misunderstandings by making speech robotic

Answer explanation

Stress and intonation help listeners focus on the key parts of a message.

Which of these announcements has the correct use of stress and intonation?

• WELCOME aboard Flight 302.
• We are now ready FOR take-off.
• Would you like a window OR an aisle seat?
• We’ll be LANDING shortly.

Answer explanation

Stressing important words helps emphasize critical information for passengers.

What is active listening?

• Talking continuously to ensure understanding
• Showing understanding through verbal and non-verbal cues
• Giving passengers only one-word answers
• Ignoring a passenger’s concerns if they are not urgent

Answer explanation

Active listening involves acknowledging and responding appropriately to the speaker.

Which response best demonstrates active listening?

• That’s what was loaded. There’s nothing I can do.
• I understand your concern. Let me check with the crew and see what we can do.
• You should have checked your order before the flight.
• You can try eating around the meat.

Answer explanation

Demonstrating understanding and offering a solution shows good communication.

What are the five levels of listening?

• Logical, Critical, Passive, Emotional, Analytical
• Listening for Gist, Relational Listening, Logical Listening, Emotional Listening, Listening Cycle
• Speaking, Writing, Listening, Reading, Responding
• Passive Listening, Selective Listening, Critical Listening, Biased Listening, Emotional Listening

Answer explanation

These are the key levels of listening based on how actively information is processed.

Why is tone important in aviation communication?

• It impacts the emotional state of passengers
• It makes the announcements sound more dramatic
• It helps passengers ignore unnecessary information
• It allows crew members to express their personal emotions

Answer explanation

The right tone can influence passenger confidence and calmness.