Good morning, ladies and gentleman.

Let me introduce myself, my name is Nhi,

member in group of five : Tn Trc, Tuyt Nhi, Nht nh, Hng Quc and Kiu
My

Today I would like to present to you about the topic: communication. My

presentation is divided into 2 parts: communication in air traffic and
communication in passengers service.

Communication is very important to impart information from one person to

another. The concepts of communication is a set of rules, art, behavior from
everyday practical experience that help people understand each other better. It can
be said that communication skills have been rasied into the art of communication
because in this skill set there are many other small skills such as listening skills,
body language skills, insight skills, vary intonation skills.

To get good communication skills require the user to practice regularly, appy to
every situation can improve their communication skills.

What is elememt to good communication?

Personally, I think that peoples ability to communicators does improve with listen
to people and take in what is said, maintain eye contact and have a relaxed body
language, fluency in the language, smile from your heart will make customers feel
they are welcome and respect

Moreover, when speaking, effective communicators are good at giving

information, they make their points clearly, articulate, succinct and they seldom
interrupt people talking.

Generally speaking, people get more confident as they gain more experience of life
and I believe that confidence is a major factor.

And then, Kieu My and Truc will continue our group presentations.

Firstly I will talk about the definition of communication : communication in air

traffic.
Communicating In Air Traffic

Ill start with some general information about what is comunication?

Phraseology :

Phraseology Meaning

Acknowledge Let me now that you have receied and

understood this message

Affirm Yes

Approved Permission for proposed action

Cancel Annul the previously transmitted

clearance

Check Examine a system or procedure

Cleared Authorized to proceed under the

conditions specified

Confirm Have I correctly received the following..

? or Did you correctly?

Contact Establish radio contact with.

Correct That is correct

Correction An error has been made in this

transmission ( or message ) . The correct
version is

Disregard Consider that transmission are not sent

Go ahead Proceed with your message

How do you read What is the readability of my
transmission ?

I say again I repeat for clarity or emphasis

Monitor Listen out on ( frequency )

Negative No or permission not granted or that is

not

Over My transmission is ended and I expect a

reply from you

Report Pass me the following informatio

Read back Repeat all , or the specified part, of this

message back to me exactly as received

Recleared A change has been made to your last

clearance and this new clearance
supersedes your previous clearance or
part thereof

Request I should like to know .. or i wish to

ontain..

Roger I have received all of your last

transmission

Say Again Repeat all , or the following part , of

your last transmission

Speak slower Reduce your rate of speech

Standby Wait and I will call you

Verify Check and confirm with origination

Wilco I understand your message and will
comply with it

Example for accident because the pilot / the controller

missunderstood/misheard the other person :

7/ 2010: The captain of an Air Blue flight disregards instructions from traffic
control and crashes into mountains near Islamabad, killing 152.

6/ 2013: Two Boeing 747s narrowly miss colliding over Scotland when one
plane turns right and the other left effectively doing the opposite of ATC
instructions.

12/ 2013: A British Airways jumbo jet crashes into a building at Johannesburg
airport when the pilot goes down the wrong taxiway.

Main cause :

English.but whose English

If English is not the pilots first language and they only come to Heathrow
occasionally, we need to afford extra care to that pilot, Dolan ni. We cant
speak with speed and abbreviation as we would to someone who comes here
several times a day

We should all be speaking English, but for a lot of people its their second
language.

The pilot says airlines have varying policies on recruiting pilots with good English,
and this can cause problems

Human error inevitable : At any airport if you have humans involved there are
going to be errors

Patter and Chatter : Pilot and air traffic controller radiotelephony communication is
an important part of training leading up to licensing for both functions. ICAO
guidance requires that both controllers and pilots use standardized phraseology in
their communication exchanges.

Should use : Electronic communication replacing human contact

Youve got to be able to trust the information that is being passed to you or the
whole system falls apart

Then I will look at :

Work of passenger service staff

I. Flight service

Receive and process flight related information: passenger list, special passenger
information.

Prepare the supplies and work tools needed for the job.

Perform checkout procedures at the counter.

Check the travel documents of passengers.

Arrange seating, boarding passes for passengers.

Receiving checked baggage.

Guide passengers to the next procedure.

Serving special guests, passengers need help if required.

Instruct passengers to board the aircraft.

Control the number of passengers boarding the aircraft.

Help special passengers board the plane.

Complete the flight and send the messages to the relevant airports.

II. Serving incoming and outgoing flights

Flight to:

Receive and process passenger and baggage information on incoming flights.

Prepare the supplies and work tools needed for the job.

Carry out the process of picking and guiding passengers from the aircraft into the
terminal.

Serving special guests, passengers need help if required.

Deliberate delivery of luggage to passengers.

Transit Flight:

Receive and process passenger and baggage information.

Prepare the supplies and work tools needed for the job.

Carry out the process of picking and guiding passengers from the aircraft into the
terminal.

Carry out transit procedures and instruct passengers to move through the national
or international terminal to continue the itinerary.

Serving special guests, passengers need help if required.

III. Serve search and handle unusual baggage situations

Receive and process relevant information and correspondence concerning

passengers' irregular baggage.

Receiving abnormal baggage such as lost, damaged, broken ...

Implement the process of finding and dealing with unusual baggage cases using
the World Trader.

Return the luggage at the airport or to the address of the passenger.

Next:
Procedures Steps at the Airport

Step 1 :Check in

In the Departure area, check-in hours usually begin at 3 hours before the aircraft
takes off before 40 minutes of take-off.

In addition, the Business or First class has its own check-in counters, only when
there are no passengers in the class, and there are many other types of passengers
waiting to be picked up
Firstly, staff at the check-in counter will check your air ticket, ID card or passport /
visa. If there are any items sent to you on the balance, staff may check baggage
handbook. Your are valid.

Upon completion of the check-in process, check-in staff will return you airfare,
related papers, boarding passes and ticket stubs corresponding to checked baggage.

From this time to boarding, you will use your boarding pass instead of airfare. On
this card write the address of the waiting room ie the gate that you will have to be
present before boarding the plane, the time of the waiting room, the number of
seats on.

In case you go to transit, the staff will probably make your boarding pass for the
next leg, you pay close attention to the boarding pass with each other. Depending
on the situation they will inform you that your checked baggage will be
automatically transferred between flights and you will pick up the final destination
or take care of each place individually.

If the airport collects a fee, you should submit it immediately to avoid losing time
later.

Ex :

NV: Hello! Where are you flying today?

KH: Bangkok

NV: Is anybody traveling with you today?

KH: Yes. My boyfriend is traveling with me today.

NV: Could I see your tickets and passports please? Thank you.

HK: Here you go.

NV: Are you checking any bags?

HK: Just one.

NV: Okay, please place your bag on the scale.

KH: Okay

NV: This one could go on as carry on luggage if you like.

KH: No, its fine, thank you.

NV: Do you prefer window or aisle

HK: aisle

NV: We dont have any aisle seats remaining. Is a window seat ok with you or
would you prefer a middle seat?

KH: Yes. I choose a window seat.

NV: Here are your tickets. The gate number is on bottom of the tickets.

They will start boarding 20 minutes before the departure time.

KH: What is the gate number?

NV: Your flight will be boarding at gate 15 from 12.10. Please pass

through security no later than 11.30

KH: Thank you!!

Step 2 :Exit procedures

If you take an international flight, you will have to do exit procedures. Depending
on the airport, a security check may take place before or after the exit procedure.

Here, you provide a passport / visa for the customs officer to review and may
stamp your passport or remove the visa / passport from your passport if it is no
longer valid.

Ex: AT CUSTOMS ( QUY HI QUAN)

NV: Do you have anything to declare?

KH: No. I just have a bottle of shampoo and its under 100ml.

NV: Are you carrying any weapons or firearms?

KH: No. Im never carrying it.

Step 3 :Security check

Your hand luggage will be put through the scanner and you will come across a
magnetic port.

Metal items such as keys or phones, etc., should be removed from the tray through
the scanner, avoiding unnecessary waste of time on both sides.

If it is not time to fly, you can wait in the waiting room depending on your
Business or First Class fare.

Ex:

AN: Please lay your bags flat on the conveyor belt, and put your mobile phone and
all electronic devices in the bin. Vui lng t ti nm phng trn bng chuyn v
t in thoi di ng cng nh tt c thit b in t vo khay.
HK: Do I need to take my laptop out of the bag? Ti c cn b laptop ra khi
gi?

AN: Yes, you do. Please take off your jacket, too. C ch nh v ci c o khoc
na.

AN: Please step back. Do you have anything in your pocket ke, cell phone,
loose change? Vui lng ng li li. Ch c cn g trong ti nh cha kha,
in thoi hay tin xu l?

HK: I dont think so. Let me try taking off my belt. Ti khng ngh vy. ti
b tht lng ra xem sao nh.

AN: Okay, come on through. n ri, mi ch qua.

HK: Thank you. Cm n.

To get through the security door, take your jacket off, put all your belongings in
your pants pocket, pocket and even the belt on the conveyor belt. Also, electronic
devices (such as a laptop or a camera) should be kept separate, so do not put them
together in a carrying case. If you follow these procedures, you almost do not have
to say anything but still can through the security window neatly.( nhanh qua
ca an ninh, bn nh ci o khoc, b tt c c trong ti qun, ti o v k c
tht lng vo khay trn bng chuyn. Ngoi ra cc thit b in t (nh laptop hay
my nh) cng nn ring, khng nn nhi nht chung vo 1 vali xch tay. Nu
lm ng theo nhng quy trnh ny th gn nh bn chng cn phi ni cu no
m vn c th qua ca an ninh mt cch gn gng.)

Step 4 :Get on the plane

When it's time to board the plane, the staff of the airline you go to will take you to
the lobby. Passengers have higher fares first, followed by the disabled, those with
children accompanied, the rest queued in turn or the staff will call by the number
of seats. You bring up the boarding pass, the staff tore part and give you a smaller
piece on it with your seat number, follow the small corridor to get on the plane or
take the bus to foot plane.

When boarding the plane, you will be seated in a chair according to the number
shown on your boarding pass. You can call the attendant by pressing the button on
your seat.

Small note:

When the airplane takes off / landing or enters the gantry area (with notice toll),
you must wear a safety belt. You also may not use electronic devices when the
aircraft is in flight.

After the plane takes off, depending on each airline as well as ticket class, each
person is given a towel to wipe his face and hands. Drinks are offered, you can
choose alcohol (depending on flight), wine, beer, soft drinks, fruit juices, mineral
water. Long distance, the flight will have 2 main meals and one snack. Short trips
are usually only one meal, sometimes not serving free alcohol. After finishing the
waitress will serve.
In addition to the meals you can ask for water at any time. If you are cold, you can
tell the attendant to borrow blankets to cover. On long journeys, you should
occasionally get out of your comfort zone and do some exercises to relax your
body.

Ex :

Some key messages from the captain are (Mt s thng bo ch yu t c

trng nh):

Please fasten your seatbelt and return your seat to the upright position - y l
cu thng bo kinh in khi my bay chun b ct cnh/h cnh. Cu ny nhc
nh hnh khch tht dy an ton v dng thng lng gh.

Good afternoon, ladies and gentlemen. Captain Perez and his crew welcome you
aboard Iberia flight IB341 to Madrid. Im sorry to announce a slight delay. We are
still waiting for clearance from Air Traffic Control. The delay wont be too long
and we hope to arrive in Madrid on time.

- Knh cho Qu khch. C trng Perez v phi hnh on cho mng Qu khch
trn chuyn bay IB341 ca Iberia bay n Madrid. Chng ti thnh tht co li
cng Qu khch v chuyn bay khi hnh chm. Chng ti hin ang ch tn hiu
cho php bay t i kim sot khng lu. Thi gian ch d kin khng qu di v
chng ti hy vng c th p xung Madrid ng gi nh d kin.

This is your captain speaking. We are now passing over the English coast. Our
Boeing 727 is cruising at a height of 30.000 feet and our speed is approximately
560 miles per hour. The temperature in Madrid is 18oC and it is a clear and sunny
day. We expect to pass through some slight turbulence and would recommend
passenger to remain in their seats and keep their belts fastened. - y l thng
bo t c trng. Chng ta hin ang bay qua b bin nc Anh. cao hin ti
ca my bay chng ta l 30.000 feet v ang bay vi vn tc 560 dm/gi. Nhit
Madrid ang l 18oC, tri c nng v trong xanh. Chng ta c th s gp phi
vng khng kh nhiu ng, qu khch vui lng ngi yn ti ch v tht cht dy
an ton.
We are now beginning our descent to Madrid. Would passengers please make
sure that their seat-belts are fastened and extinguish all smoking materials. We
would like to remind passengers that smoking is not permitted until you are in the
airport building. - Chng ta hin ang h cnh xung Madrid. Hnh khch vui
lng kim tra dy an ton c ci cht v dp tt tt c cc vt liu c th gy
chy. Chng ti xin nhc li qu khch ch c php ht thuc khi trong khu
vc nh ch sn bay.

We hope you had a pleasant and enjoyable flight. We would like to thank you for
travelling on Iberia, and we hope to see you again soon. Would passengers please
remain seated until the plane has come to a complete stop and the doors have been
opened. - Chng ti hy vng qu khch c mt chuyn bay thoi mi. Cm n
qu khch bay cng Iberia v rt mong sm gp li Qu khch. Qu khch vui
lng ngi yn ti ch cho n khi my bay dng hn v ca my bay c m.

Tr chuyn vi Tip vin hng khng

Mt s trng hp khi i trn my bay, bn cn hi v lch trnh chuyn bay, cn

thm mt chic chn, mt cc nc hay hi mn mt chic bt nhp t khai
nhp cnh,

TH1. Ask for blanket Mn chn m

Bn: Could I get another blanket, please? Im a little cold. C th cho ti mn
thm ci chn khng? Ti thy hi lnh.

TV: Sure. Would you like to have one or two? c ch. Anh cn mt hay hai
ci?

Bn: I think one will be enough. Mt ci l c ri.

TV: Alright. Would you like anything else? Anh cn cn thm g na khng?

Bn: No, thatll be all. Thank you. Khng. Ti cn c vy thi. Cm n.

TV: Youre welcome. Ill be right back with your blanket. Khng c g u
anh nh. Em s mang chn n cho anh ngay.

TH2. Whats the flight schedule? Hi lch bay

Bn: Excuse me, how long will it take to reach Seattle? Xin li cho hi bao lu
na th n Seattle?

TV: Its a long journey. We still have 5 hours before landing. Chuyn bay ny
kh di. Cng phi 5 ting na chng ta mi h cnh.

Bn: Will there be any snacks before we land? My bay c phc v ba n no

trc khi h cnh na khng?

TV: Yes, another meal will be served in 2 hours, but I can get you a small snack
now, if you like. C ch, 2 ting na s c thm 1 ba n na c dn ln,
nhng nu ch cn th em c th ly cho ch vi mn n nh ngay by gi.

Bn: Yes, that would be great. c vy th tt qu.

TV: No problem. Ill be back in a moment with your snack. Khng c g u ch.
Em s mang thc n nh n ngay nh.

TH3. Asking for a Drink Xin thm nc ung

Bn: Can I get something to drink, please? Ti c th ung thm cht g khng?

TV: Sure. Staying hydrated is important on these long flights. What would you like
to drink? c ch, ung nc rt tt cho nhng chuyn bay di. Anh mun
dng nc g?

Bn: Id like some apple juice if you have it. Nu ch c nc p to th cho ti

mt ly.

TV: Yes, we do. Would you like to have ice in it? Em c nc p to. Anh mun
dng vi khng?

Bn: No, its already quite cold here. Just get me a plain glass of juice. Khng
cn u, ti thy kh lnh ri. Cho ti mt ly nc p khng .

TV: Sure. Just give me a moment. Ill be right back with it. Anh ch em t nh,
em s em nc p to n cho anh.

TH4. Asking for a Pen Mn bt vit

TV: Heres an arrival card for immigration maam. Gi ch t khai nhp cnh.

Bn: Thanks, and I also need a pen. Could you lend me one, please? Cm n, ti
cng cn bt na. Ch cho ti mn c khng?

TV: Another cabin crew member will be bringing pens around in a moment. Mt
tip vin khc s pht bt cho ch sau nh.

Bn: Thats good. I need to fill out this immigration form before we land. Vy tt
ri. Ti cn in t khai nhp cnh ny trc khi chng ta h cnh.

TV: Remember it should be filled out using black ink. Someone will bring you a
pen shortly. Ch nh in thng tin bng mc en nh. Mt lt na s c tip
vin em bt cho ch nha.

Bn: Thanks a lot. Cm n rt nhiu.

Step 5 :Down the plane

Except in case of down time to catch up with the next trip, the first exit passengers
are those with high ticket, the rest queue in turn. If there are more passengers or
larger planes, there may be extra lines at the rear of the aircraft.
Depending on your flight, the airport has predefined ports with corresponding
instructions. In the following cases:

You go to transit, this stop completely independent of the next destination (do not
apply for entry visa), for example, from Hanoi to Amsterdam transit in Singapore:
HAN - SIN - AMS, then if you have Boarding Pass the next leg (Sing - Ams) you
can go straight to the waiting room or look on the board, if you do not have a
Boarding Pass you can find the transfer desk to ask and check - in for the next leg.

You go to transit, this stop and the next destination with entry visa. For example,
from Hanoi to New York (USA) transit in Los Angeles (USA): HN - LA - NY, you
will have to complete immigration procedures in LA before proceeding to the next
leg for LA - NY. Is domestic.

If this is the end point of the itinerary, notice the Arrival / Exit direction signs:

- If your route is domestic route, you will go straight to the loading area.

- If it is an international route, you will come to the area to complete entry

Step 6 :Getting entry immigration

At airport, there will usually be many check-in counters for different cases. You
should look for signage, some counters for diplomats / civil servants, some for
indigenous people, others for foreigners, etc.

Here you present your passport / visa, the customs officer may stamp or attach
some relevant documents, depending on the country you may be required to fill in
a few pre-defined forms (Vietnamese) or Must answer some questions related to
entry even though your papers are valid.

If you go transit domestic routes, you will be directed to the corresponding port.
On the contrary, you will go straight to the pick up area.

Ex:

NVHQ: Sir/madam may I see your papers? (Cho Anh/ch, ti c th xem giy t
ca anh/ch khng?)
Bn: Sure. Here they are. (c ch, ti gi anh/ch).

NVHQ: Please state your full name, age and nationality. (Xin anh/ch c r h
tn, tui v quc tch).

Bn: My name is , years old and I am Vietnamese. (Tn ti l, tui v ti

l ngi Vit Nam).

NVHQ: What is the nature/purpose of your visit? (Mc ch ca chuyn i ca

anh/ch l g?)

Bn: I am here on a holiday with my friends. (Ti n y du lch vi bn ti).

NVHQ: How long will be the duration of your stay? / How long will you
stay? (Anh/Ch d nh bao lu?).

Bn: I intend to stay for 5 days at hotel (Ti nh li 5 ngy ti khch sn ).

NVHQ: Okay. You may leave now and enjoy your stay (n ri. Anh c th i tip
v chc anh/ch chuyn i vui v).

Bn: Thank you. (Cm n anh/ch).

Step 7:Take baggage

Baggage you send at check-in is given on the line. There may be many numbered
lines or instructions, see the electronic board / information sheet to know which
line corresponds to your flight that pick up.

Around the area there are trolleys to help you get your belongings.

If you do not find your item, you must report it to the Lost / Found office or
contact the airline of the flight you were on and issue a luggage ticket
corresponding to your luggage. Lost. If you go out of this area without declaring
lost / misplaced then you can not go back and complain again.

If there is no luggage to send, you can go straight out always.

Step 8 :Get out of the airport

At developed country airports there are usually two types of doors to go out. If you
bring items on the list of taxes, you must go to the corresponding door to declare
and pay taxes, otherwise there are no taxable items on your door.

Noi Bai Airport (Hanoi) does not share the door, you have to put things on the
scanner and declare to tax staff here.

To find out which items belong to the tax category, you can find out in advance
through the internet, through the embassy ... or ask at the airport.

Out of the tax office, you have arrived at the Arrival area, where you can rent a car
or go on public transport to get there. If there are people picking up, it is best that
you make an appointment and wait as soon as you exit the tax return.

So you have completed the procedures at the airport.

However, during peak seasons airports are often overloaded, there will be
negligence in the work of passenger service and passenger fault:
Lost luggage, late arrivals, guests are stimulants, rude guests, guests are difficult,
guests do not bring enough papers, delayed / canceled due to bad weather, ...
Such cases require the resolution of employees in a gentle, quick way, avoiding
disturbing others.

Demeanor of aviation staff. Principles in serving passengers

Aviation staff are people in direct who contact with passengers. Therefore, they
will have to ensure appropriate service attitude.

Staffs must have an enthusiastic, courteous attitude. The tone of voice must be
intimate. Do not argue with customers. When communicating with passengers
need to vocative by mrs, mr, madam, sir ...,

Always smile at passengers, say thank you at end of each convisation.

When guests complain, staff must listen and find a way to resolve it, Absolutely
avoid interrupting or robbing the speaker's words when they have not said all.
Disadvantage in the behavior of aviation staff

In a stressful working environment, airline employees sometimes feel tired and

tense. That leads to frowning and unfriendly service attitude. So, in fact, many
passengers complained about employee attitudes and said they were not respected.

We were introduced to the concept of Nhi and how to communicate as eyes

contact, body languade and so on. We also see some examples of communication
in the aviation. It shows the importance of communication in life in general and in
the aviation industry in particular.

In aviation, there are two cases of communication: first, between airport staff and
passengers, and second between pilots and air traffic controllers.

Between airport staff and passengers: Aviation is a service industry, as it is

important to communicate with customers. A good communication in the aviation
is expressed through the words and gestures of the aviation staff. That is why we
always see them smile with passengers, use eyes contact, and always say thank you
at the end of each conversation. (For example, My showed conversations of staffs
at immigration, check in.) The result of good communication is to make the
passengers feel more comfortable and use the airline service.

Between pilots and controller: As Q have stated, poor communication in the airline
causes misunderstandings and causes aircraft accidents. We can completely
prevent accidents if pilots and controller understand each other or we should use
Electronic communication replacing human contact.