Habilidades de comunicação: uma ferramenta para a padronização das operações de táxi aéreo no Brasil

Abstract

Communication is one of the main resources adopted so that tasks in work environment can be performed. On the other hand, it must be performed with proficiency and cohesion, clarity and objectivity so that there is no noise that can interfere with the quality and the desired objective, especially in complex and standardized environments, such as aviation. From this perspective, this study presented the influence of communication skills in the standardization of air taxi operations in Brazil and, in this sense, exposed the pilots' lack of assertiveness, open, frank communication in pointing out errors that could be avoided. Thus, it identify the CRM training and the common communication as tools to develop situational awareness and decision-making. As justification, communication skills are present as an essential factor for understanding and expressing ideas, in order to promote compliance with established standards. The objectives consist of verifying communication skills as an aid to standardizing operating procedures and to analyze their use by pilots. To fulfill it, the methodology used was the qualitative one, with documentary and bibliographic procedures and case studies of three accidents and one serious incident. It is concluded that communication failure was present in all analyzed cases, from the expression of ideas till the distribution of tasks. Thus, it is confirmed that communication skills influence the observance of standard procedures, as well as promote situational awareness. Finally, it identifies the need to adopt specific training in communication skills as a resource for developing them.