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| Communications
Journal
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Communication always played an extremely important role.
In the course of time, human relations grew more complicated
and so did the process of communication. Gradually, communication
became vitally important, especially in such fields as aviation.
At the same time, it should be said that the effectiveness
of communication influences not only on the safety of flights
but also on the quality of services. In this respect, it is
possible to refer to the functioning of the airplane engine
repair center, in which the effective communication is one
of the basic conditions of reliable work of all units of the
organization.
First of all, it should be said that one of the strategic
goals of the airplane engine repair center is the organization
of the effective communication which is supposed to flow freely
but directly delivering the important messages directly to
receivers without bothering any other employees of the center.
Practically, it means that customers primarily send the information
to the manager who is responsible for the communication with
customers. At this stage, it is extremely important that customer
has managed to deliver the message to the manager without
any losses, i.e. the manager should fully realize the problem
the customer has and what should be done to solve the problem
of the customer, i.e. the manager should guarantee an effective
repair. On receiving the information and order from the customer,
the manager circulates this information within the company
informing the administration about the order and conveying
the essential commands to employees.
In this respect, it is worthy of mention that there exist
a strict hierarchy of communication. On the lowest level are
employees who simply receive orders from the head of the department
and actually repair engines and fix other technical problems.
On the second level, there is a manager who is actually equal
in the communication hierarchy to customers with whom he directly
communicates, i.e. receives essential information, order,
etc. it should be said that employees are supposed to communicate
directly to the head of the particular department only, while
customers occupying the next level in the communicational
hierarchy can communicate with the manager only. The manager,
in his turn, along with the communication with customers,
can and must communicate with the head of the department which
deals with the technological problems the center is supposed
to repair.
As the head of the department receives the information and
order from the manager he analyses this information, assess
the cost, time, volume of repair and informs the director
of the centre about the order that has been received. In such
a way, the director turns to be on the highest level of the
hierarchy since the head of department is controlled by the
director and it is the director who takes strategic decisions
while heads of departments simply deal with technological
side of orders conveying the information and orders to employees
and controlling the fulfillment of the orders.
Furthermore, it should be said that basically there are three
modes of communication applied in the aviation engine repair
center. The first is the linear communication between heads
of departments and employees when the message is simply delivered
to employees, i.e. the head of the department gives the order
to the employees. The second mode of communication is non-linear
and involves the manager and customers and the manager and
the head of the department. In this mode, a sender and a receiver
do not simple send a message linearly but also send and receive
feedback. Finally on the highest level of the communication
hierarchy, notably in the communication between the head of
the department and the director, the audience-centered mode
is used when a message changes a receiver’s knowledge,
attitude, and behavior. For instance, the head of department
analyzes the information received, i.e. order, delivers it
to the director, and, on receiving the feedback, he can change
his behavior.
Naturally, the aviation engine repair center sometimes faces
certain problems in communications. Basically, there are several
barriers in communication among which may be named the lack
of knowledge of customers about the problems he/she has. For
instance, customers cannot always explain what exactly has
to be fixed and the manager cannot directly send the order
but needs to consult the head of the department first who
can clarify the situation. Also, barriers in communication
can appear when are unable or unwilling to effectively communicate
with the head of the department. In such a situation they
can hardly appeal to the director directly and, thus, the
misunderstanding between them and the head of the department
grow. Finally, barriers may be developed in the communication
between the head of the department and the director if they
interpret the message in different ways and, consequently,
have different views on the fulfillment of an order, for instance.
In such a way, the communication in the aviation engine repair
center is strictly structured, different modes are applied
that make communication more effective and contribute to the
overcoming possible barriers in communication.
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