Flight Deck Announcements - To Passengers
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Flight Deck Announcements - To Passengers
Dear All,
I am giving a talk/training session with airline captains next week with efforts to improve on their "on air / in cabin vocal announcements". Apparently some "customers" have been giving them feedback on their "quality of announcements". You know, being too muffled, mumbling, speaking too fast etc etc.
Am actually leading this initiative to improve the flight-crew's "announcing skills" with my prior experience in broadcasting (both radio & television). Will also be integrating (where able), my flight training as a professional pilot.
Would greatly appreciate your thoughts, which could possibly help us all break out from the norm of ... "ladies & gentleman, this is your captain speaking, we are now flying at flight level 300 at an outside air temperature of bla bla bla bla bla".
So, what do you think?
Regards,
Johan F. Khairuddin
Johan Farid Khairuddin.com
I am giving a talk/training session with airline captains next week with efforts to improve on their "on air / in cabin vocal announcements". Apparently some "customers" have been giving them feedback on their "quality of announcements". You know, being too muffled, mumbling, speaking too fast etc etc.
Am actually leading this initiative to improve the flight-crew's "announcing skills" with my prior experience in broadcasting (both radio & television). Will also be integrating (where able), my flight training as a professional pilot.
Would greatly appreciate your thoughts, which could possibly help us all break out from the norm of ... "ladies & gentleman, this is your captain speaking, we are now flying at flight level 300 at an outside air temperature of bla bla bla bla bla".
So, what do you think?
Regards,
Johan F. Khairuddin
Johan Farid Khairuddin.com
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Yes I think there is some scope for many of us to use customer feedback to improve this aspect of communication. As you point out clarity, accent and speed of delivery are technical aspects that warrant attention.
I would however be vary careful of placing too much emphasis on what you call: "ladies & gentleman, this is your captain speaking, we are now flying at flight level 300 at an outside air temperature of bla bla bla bla bla".
You need to remember that unlike radio and television, this isn't a part of the entertainment industry. In many ways the information that is imparted is supposed to be routine. The Captain and the First Officer are perceived as stable, authoritive and in command of the operation. It is very important that perception is maintained in the message that comes across. The P.A is often the only contact between the aircrafts "managers" and the customers, so it is important that it is used properly and effectively.
Customers all have different experiences, moods and expectations when they board a flight. The family travelling on holiday may for example be more amenable to something humerous that is said, than say the businessman who is in a seat they didn't want and generally feels agrieved or mishandled by the airline. The former might see a friendly individual on the other side of the message. The later might see yet another clown who clearly fails to take his role seriously.
It is often better to maintain a delivery that the individual pilot feels comfortable with, whilst bearing in mind the importance of maintaining their authority and dependability in the minds of those they are addressing. There is nothing wrong with routine, unless you are auditioning for a role on the "X-factor."
The important thing to remember is, this is about safety and routine. It is not about being an adjunct to the entertainment industry.
I would however be vary careful of placing too much emphasis on what you call: "ladies & gentleman, this is your captain speaking, we are now flying at flight level 300 at an outside air temperature of bla bla bla bla bla".
You need to remember that unlike radio and television, this isn't a part of the entertainment industry. In many ways the information that is imparted is supposed to be routine. The Captain and the First Officer are perceived as stable, authoritive and in command of the operation. It is very important that perception is maintained in the message that comes across. The P.A is often the only contact between the aircrafts "managers" and the customers, so it is important that it is used properly and effectively.
Customers all have different experiences, moods and expectations when they board a flight. The family travelling on holiday may for example be more amenable to something humerous that is said, than say the businessman who is in a seat they didn't want and generally feels agrieved or mishandled by the airline. The former might see a friendly individual on the other side of the message. The later might see yet another clown who clearly fails to take his role seriously.
It is often better to maintain a delivery that the individual pilot feels comfortable with, whilst bearing in mind the importance of maintaining their authority and dependability in the minds of those they are addressing. There is nothing wrong with routine, unless you are auditioning for a role on the "X-factor."
The important thing to remember is, this is about safety and routine. It is not about being an adjunct to the entertainment industry.
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Dear Bealzebub,
Your comments and thoughts are very much appreciated. You pretty much hit the nail on its head too! I completely agree re: The Flight Crew needing to be well perceived (ie. In Control) of the entire operation of the flight. Often comes a time passengers board a plane, trusting that the pilots are professionals and they are the best at what they do.
There are however two trains of thoughts on a particular scenario/case though, which I would also like to ask your comments on.
Given an example of turbulence lasting for a few minutes.
One side of the farm, people could say a. "a relaxed and cool captain, joking a tad bit over the air would ease our worries when we hit those bumps" and across the fence, others could think/say b. "this guy sounds very tense & scared, is everything going to be okay? he sounds not convincing. can he do his job and pull us through this?"
I've heard once, prior going into turbulence, the commander came on the PA and said "ladies & gentleman, this is your captain. please stay where you are, we are experiencing some really bad weather ahead of us.".
Would have it been better (or even make a difference?) if there was a timeframe/resolution? Example "ladies & gentleman we have some bad weather ahead of us, i've put the seatbelts sign on but don't worry we should be out of this in a good 5-10 minutes."
I guess where I will be focusing on is not what to say, but how to say it. I will also focus on speech clarity, and now, leave the creativity (if any) to the commanders of the flight.
Ultimately, my objectives are to have whatever that the Captains want to be said, be translated and come across as exactly how he wants it. Again, am not there to tell him what to say -- if this makes sense?
Once again Bealzebub, I thank you for your time and constructive comments.
Towards better safety in the skies for us and a more pleasant flying experience for those behind!
Regards,
JFK.
Your comments and thoughts are very much appreciated. You pretty much hit the nail on its head too! I completely agree re: The Flight Crew needing to be well perceived (ie. In Control) of the entire operation of the flight. Often comes a time passengers board a plane, trusting that the pilots are professionals and they are the best at what they do.
There are however two trains of thoughts on a particular scenario/case though, which I would also like to ask your comments on.
Given an example of turbulence lasting for a few minutes.
One side of the farm, people could say a. "a relaxed and cool captain, joking a tad bit over the air would ease our worries when we hit those bumps" and across the fence, others could think/say b. "this guy sounds very tense & scared, is everything going to be okay? he sounds not convincing. can he do his job and pull us through this?"
I've heard once, prior going into turbulence, the commander came on the PA and said "ladies & gentleman, this is your captain. please stay where you are, we are experiencing some really bad weather ahead of us.".
Would have it been better (or even make a difference?) if there was a timeframe/resolution? Example "ladies & gentleman we have some bad weather ahead of us, i've put the seatbelts sign on but don't worry we should be out of this in a good 5-10 minutes."
I guess where I will be focusing on is not what to say, but how to say it. I will also focus on speech clarity, and now, leave the creativity (if any) to the commanders of the flight.
Ultimately, my objectives are to have whatever that the Captains want to be said, be translated and come across as exactly how he wants it. Again, am not there to tell him what to say -- if this makes sense?
Once again Bealzebub, I thank you for your time and constructive comments.
Towards better safety in the skies for us and a more pleasant flying experience for those behind!
Regards,
JFK.
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"ladies & gentleman we have some bad weather ahead of us, i've put the seatbelts sign on but don't worry we should be out of this in a good 5-10 minutes"
Possibly a better way of wording it would be;
"Good afternoon Ladies and Gentlemen, this is your Captain. We will soon be encountering some light/moderate turbulence which requires you to take your seats and ensure that you seat belt is securely fastened, Thank you"
Pre-scripted announcements, whilst they can sound more monotonous, prevent the umming and ahhring from people who are trying to think what to say next.
A good way to tackle this is to break down the problem into what you want to tell the passengers, how you want them feel, what vocabulary will best convey your message in a firm, confident manner. You also need to think about how they will understand it, speaking clearly, at a moderate pace (not too fast, but not too slow) and using words that will be easily understood by all of the passengers. You need to consider a balance of what will be understand or interpeted by the passenger, but also being accurate and not patronising.
You also need to consider that some people do not speak English as a first language, so cutting out the waffle and being clear, polite and to the point helps a lot.
In flight status announcements are more appreciated shortly after take off before people sleep, letting them know the anticipated arrival time. Then the next announcement around the time of decent.
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Never use words like bad etc and focus on the positive. But still be honest. If it's bad weather ahead, indeed, tell them that it might get a bit bumpy ahead and that you are going to switch the seatbelts sign on as a pre-caution and ask them to return to their seats. Also don't give them a timeframe if you are not absolutely sure that you are correct.
My native tongue isn't English so I like to stick to something that I'm comfortable and familiair with. Indeed like 'pre-recorded scripts' where all you need to do is fill in the blanks. You don't need many scripts anyway, and if you take your time and use different tones of voice it doesn't need to sound 'pre-recorded'. If you feel comfortable, and you've got the time, then feel free to include any extra bits of info but keep it relevant. Plus I like to finish the PA with a quick summary of the ETA and a word of thanks.
I also like to listen to others doing their PA and pick up items that I like and try to copy them into my story, where applicable.
One example I heard recently was about arriving at a remote stand and passengers having to get on a bus. It whent on to say; "...we will shortly be arriving at our stand, 5 minutes ahead of our schedueled arrival time, where a bus will bring you to the terminal builing and drop you off right infront of the arrivals and baggage reclaim area. If you've got bags checked into the hold then the flight number to look for is the.... Thanks etc..."
It gives a really nice positive load to a less desirable situation.
My native tongue isn't English so I like to stick to something that I'm comfortable and familiair with. Indeed like 'pre-recorded scripts' where all you need to do is fill in the blanks. You don't need many scripts anyway, and if you take your time and use different tones of voice it doesn't need to sound 'pre-recorded'. If you feel comfortable, and you've got the time, then feel free to include any extra bits of info but keep it relevant. Plus I like to finish the PA with a quick summary of the ETA and a word of thanks.
I also like to listen to others doing their PA and pick up items that I like and try to copy them into my story, where applicable.
One example I heard recently was about arriving at a remote stand and passengers having to get on a bus. It whent on to say; "...we will shortly be arriving at our stand, 5 minutes ahead of our schedueled arrival time, where a bus will bring you to the terminal builing and drop you off right infront of the arrivals and baggage reclaim area. If you've got bags checked into the hold then the flight number to look for is the.... Thanks etc..."
It gives a really nice positive load to a less desirable situation.
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Dear L'aviateur & DutchBird-757,
Thank you very much for your kind thoughts as well. Yes will most definitely add a slide in my presentation about not using "negative" words (ie. bad etc).
As professional pilots, would you believe that being "cool" or "hip" over the PA be a tad bit more ahead of its class/time or rather inappropriate? This is with efforts to reduce words and sounds more "in".
Example:
"Hey guys, its your Captain." as opposed to "Ladies & Gentleman this is your Captain Speaking".
Also,
"Hi again guys. We are early by 15 minutes. Hope you liked the ride! Do fly with us again soon. Oh and did you know we have added a few more places that we fly too? do check out our website for details its XYZ.com" as opposed to;
"Ladies & Gentleman this is your Captain speaking again. We expect to be landing int he next 15 minutes which is ahead of our planned schedule. My flight team and I trust that you have had an enjoyable flight. For more information on our other destinations please visit XYZ.com"
I guess where i'm coming from is trying to set new standards or "norms" then what has been said and/or done over the past god-only-knows how many years!
Then of course, comes the debate, being human and all, are we ready for change?
Your thoughts please.
Regards,
JFK.
Thank you very much for your kind thoughts as well. Yes will most definitely add a slide in my presentation about not using "negative" words (ie. bad etc).
As professional pilots, would you believe that being "cool" or "hip" over the PA be a tad bit more ahead of its class/time or rather inappropriate? This is with efforts to reduce words and sounds more "in".
Example:
"Hey guys, its your Captain." as opposed to "Ladies & Gentleman this is your Captain Speaking".
Also,
"Hi again guys. We are early by 15 minutes. Hope you liked the ride! Do fly with us again soon. Oh and did you know we have added a few more places that we fly too? do check out our website for details its XYZ.com" as opposed to;
"Ladies & Gentleman this is your Captain speaking again. We expect to be landing int he next 15 minutes which is ahead of our planned schedule. My flight team and I trust that you have had an enjoyable flight. For more information on our other destinations please visit XYZ.com"
I guess where i'm coming from is trying to set new standards or "norms" then what has been said and/or done over the past god-only-knows how many years!
Then of course, comes the debate, being human and all, are we ready for change?
Your thoughts please.
Regards,
JFK.
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Yes, if you want to sound like a disc jockey or some sort of media promoter.
If on the other hand you want to sound like somebody who is in charge, and shows respect as well as expects it, then steer well clear of this sort of nonsence.
There are already crewmembers charged with sales promotions and revenue generation. Your job is to promote not only the idea, but the reality of authority, common sense, reliability and trust. If you already have a second job in the entertainment industry it is to be hoped these other cravings are satiated by that job. There needs to be a distinct understanding of the difference, rather than a compelling need to try and merge the two wholly different requirements.
Whilst not wishing to pop the bubble of your example, I would also suggest that in ordinary circumstances you do your "farewell address" before you start your descent into busy terminal areas, rather than 15 minutes before landing. You have a primary job to fly the aircraft, and monitor what is happening both in and around the aircraft.
If I heard the examples you have given, I would come to the conclusion that you were a little too obsessed with your own image, rather than doing what I perceive a professional pilot (manager) should be doing.
"Ladies and gentlemen" is a polite and respectful form of address, that even most entertainers feel the need to utilize to get the audience on their side.
"Hi guys" is best utilized when you have six of your mates around for a beer! That isn't what you will be doing in this role.
If on the other hand you want to sound like somebody who is in charge, and shows respect as well as expects it, then steer well clear of this sort of nonsence.
There are already crewmembers charged with sales promotions and revenue generation. Your job is to promote not only the idea, but the reality of authority, common sense, reliability and trust. If you already have a second job in the entertainment industry it is to be hoped these other cravings are satiated by that job. There needs to be a distinct understanding of the difference, rather than a compelling need to try and merge the two wholly different requirements.
Whilst not wishing to pop the bubble of your example, I would also suggest that in ordinary circumstances you do your "farewell address" before you start your descent into busy terminal areas, rather than 15 minutes before landing. You have a primary job to fly the aircraft, and monitor what is happening both in and around the aircraft.
If I heard the examples you have given, I would come to the conclusion that you were a little too obsessed with your own image, rather than doing what I perceive a professional pilot (manager) should be doing.
"Ladies and gentlemen" is a polite and respectful form of address, that even most entertainers feel the need to utilize to get the audience on their side.
"Hi guys" is best utilized when you have six of your mates around for a beer! That isn't what you will be doing in this role.
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Some airlines/pilots do employ the relax 'hey i'm your best buddy, we're chilled out and laid back up here' type of attitude, and yes some people to like that. But if i'm honest, many people are onboard an aircraft as a means to get from A-B quickly and safely. They are often preoccupied with the stress of work, family, what they will do on arrival in a foreign country. Some may not particularly enjoy flying. They will take comfort in a clear and professional announcement and won't complain. You are more likely to upset people and receive comments such as 'it wasn't clear, it wasn't loud enough, i didn't understand what they were saying, I don't really know what they are talking about, they don't sound professional'.
One of the worst announcements I heard was announcing an arrival as 'Hey folks, we'll be hitting the tarmac in 20 minutes.... buckle up etc etc..', some found it amusing, but some found it quite unnerving.
I would say show some respect for yourself as the position your in, and give people the confidence to say, the pilots seems professional and I'll fly with that airline again because I feel safe.
Some people do choose not to fly with an airline because in their own mind they feel it's unsafe, regardless of whether statistics or professional information tells them otherwise.
One of the worst announcements I heard was announcing an arrival as 'Hey folks, we'll be hitting the tarmac in 20 minutes.... buckle up etc etc..', some found it amusing, but some found it quite unnerving.
I would say show some respect for yourself as the position your in, and give people the confidence to say, the pilots seems professional and I'll fly with that airline again because I feel safe.
Some people do choose not to fly with an airline because in their own mind they feel it's unsafe, regardless of whether statistics or professional information tells them otherwise.
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Thanks L'aviateur.
Your comments are also very well received and I again sincerely Thank you for taking the time to share with me your professional thoughts on this matter.
I guess i'm going to be sticking to my original plan of "helping them (the commanders) say what they want to say." Will focus on the basics of broadcasting, vocal development & spacing, improving speech clarity, intonation & projection etc.
Will leave the debate of "what to say" and even "how to say it" up to the Commanders of the aircraft and the airline. Am sure they have their SOPs with regards to this anyway!
Oh and with your permission, I would also like to share with them your thoughts on this thread.
Any further comments, please do keep em coming through here.
Much appreciated --- JFK.
Your comments are also very well received and I again sincerely Thank you for taking the time to share with me your professional thoughts on this matter.
I guess i'm going to be sticking to my original plan of "helping them (the commanders) say what they want to say." Will focus on the basics of broadcasting, vocal development & spacing, improving speech clarity, intonation & projection etc.
Will leave the debate of "what to say" and even "how to say it" up to the Commanders of the aircraft and the airline. Am sure they have their SOPs with regards to this anyway!
Oh and with your permission, I would also like to share with them your thoughts on this thread.
Any further comments, please do keep em coming through here.
Much appreciated --- JFK.
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Points for pilots to remember when talking to the back end {1] On each flight the chances are that someone is on their way to a funeral, the last thing they want to hear is some damn stupid joke.{2}Dont bull**** the pax, they will see through you in no time{3} Many folks like to sleep , If you must talk ,do it early {ie, during the first meal service} or just before top of descent, when the cabin crew will be wakeing them{4} Dont make out of place remarks about other airlines, it will bite you!{5}The pax do not think you are a "Sky God", so dont talk like one, never talk "down" to customers.{6} Keep it short and clear, and dont try to do the cabin crews job for them, they know how to do it and dont need your help.{7} If your F/O is at the stage in life of rageing hormones , dont ever let him ever use the PA!{8} Avoid the use of "Jargon", not everyone has English as a first lingo. Lots on "Donts" here, follow them and you may never see the inside of the chief pilots office.
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Keep it professional.
Do not use abbreviations, and do not assume your pax know what a slot is etc (I personally try to explain what a slot is in laymans terms.)
Try not to lie. I try to keep my pax informed with as much truth as possible (whilst also remembering there is at least one nervous flyer on board!).
Information is paramount. Being told that your aircraft is late due to the late arrival of the inbound aircraft is complete nonsense. So I am late because I am late....great. I would rather be told nothing.
If aircraft type allows, I occasionally make the odd PA from the front of the cabin (only done if there are severe delays, or tech issues once pax have boarded, as I have found that it really takes the heat off the CC)
One other gem. I was once told that if you were experiencing an emergency, never say " don't worry ladies and gents, we practice this regularly in the sim" as this gives the impression that it happens regularly. I was told to say that " we have trained for this particular event ".
I am sure that other people will have other ideas, just my tuppence.
DISCLAIMER
A bit tipsy, excuse spelling and rambling!
Do not use abbreviations, and do not assume your pax know what a slot is etc (I personally try to explain what a slot is in laymans terms.)
Try not to lie. I try to keep my pax informed with as much truth as possible (whilst also remembering there is at least one nervous flyer on board!).
Information is paramount. Being told that your aircraft is late due to the late arrival of the inbound aircraft is complete nonsense. So I am late because I am late....great. I would rather be told nothing.
If aircraft type allows, I occasionally make the odd PA from the front of the cabin (only done if there are severe delays, or tech issues once pax have boarded, as I have found that it really takes the heat off the CC)
One other gem. I was once told that if you were experiencing an emergency, never say " don't worry ladies and gents, we practice this regularly in the sim" as this gives the impression that it happens regularly. I was told to say that " we have trained for this particular event ".
I am sure that other people will have other ideas, just my tuppence.
DISCLAIMER
A bit tipsy, excuse spelling and rambling!
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Dear Clunckdriver, Gatbusdriver, Ozymandias,
Your points and thoughts are also very much appreciated.
I will most definitely be sharing all key elements of your thoughts with the airline and its commanders this coming week at my talk / training session on announcements.
Believe that I should be in a more "safe zone" if I, as previously mentioned in my last post as well, focus more towards vocal delivery as opposed to actual content to be delivered -- ie. Helping improve the way they say what they want as opposed to suggesting how to say things.
At the very least, it should be a fun day out for the captains to just, get away from the cockpit and ice-break with the rest of their peers while having a good laugh or two.
Of course if you have any more thoughts you would like to share... please do drop them here! Thanks so much.
Sincerely,
JFK.
Your points and thoughts are also very much appreciated.
I will most definitely be sharing all key elements of your thoughts with the airline and its commanders this coming week at my talk / training session on announcements.
Believe that I should be in a more "safe zone" if I, as previously mentioned in my last post as well, focus more towards vocal delivery as opposed to actual content to be delivered -- ie. Helping improve the way they say what they want as opposed to suggesting how to say things.
At the very least, it should be a fun day out for the captains to just, get away from the cockpit and ice-break with the rest of their peers while having a good laugh or two.
Of course if you have any more thoughts you would like to share... please do drop them here! Thanks so much.
Sincerely,
JFK.
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Forgot to say.......speed of delivery, and clarity are obviously very important.
On the airbus I always used the handset on the center console, as this seems to give the most clarity over the PA. Not a lot you can do on the 757, apart from ensure the boom mic is close to your mouth.
On the airbus I always used the handset on the center console, as this seems to give the most clarity over the PA. Not a lot you can do on the 757, apart from ensure the boom mic is close to your mouth.
The two things which most annoy me are poor acoustics [fairly common in my experience] and pilots who speak too quickly without attention to their diction. Put the two together and you have the inaudible PAs which are so common!
It being unlikely that aircraft PA systems will ever improve significantly [on most aircraft], it would help if pilots said whatever they have to say in a clear, and concise manner.......like the way they are supposed to use the RTF? I believe there is a thread elsewhere on this the latter topic!!
Helen
It being unlikely that aircraft PA systems will ever improve significantly [on most aircraft], it would help if pilots said whatever they have to say in a clear, and concise manner.......like the way they are supposed to use the RTF? I believe there is a thread elsewhere on this the latter topic!!
Helen
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1. Speak loudly and clearly
2. Leave out stuff that nobody is interested in, like the temperature at 30,000 feet or the wind at the destination at the moment in great detail
3. Tell us some stuff we might be interested in
- taxi, wait and flight time, obviously
- Anything unusual on departure or arrival at the airport or the day, e.g., "today, we will make left curve pretty much immediately after departure, which is normal here in Newark", or " as we land here in SFO, you might see another plane land in parallel."
4. Shut up after 10pm and before 7am (measured in departure airport time), regardless of what the manual says. (except stuff like turbulence and "fasten belts, we land")
"hip" doesn't work, and "funny" only when still relevant.
The best announcement for a late flight JFK-FRA that I ever heard was something like "welcome Ladies and gentlemen, this is the captain. I am sure you will appreciate that it looks like we are on time and while we will have to wait a bit before takeoff, we will get out of here soon. I will not bore you with details - we will fly very fast and very high, and as of now, it looks like we will be on time for Frankfurt. Have a good night, welcome on board". The second and last we heard from him was "Folks, we are taking off now" as we turned on the runway (violating my 10pm rule, but that was OK)
2. Leave out stuff that nobody is interested in, like the temperature at 30,000 feet or the wind at the destination at the moment in great detail
3. Tell us some stuff we might be interested in
- taxi, wait and flight time, obviously
- Anything unusual on departure or arrival at the airport or the day, e.g., "today, we will make left curve pretty much immediately after departure, which is normal here in Newark", or " as we land here in SFO, you might see another plane land in parallel."
4. Shut up after 10pm and before 7am (measured in departure airport time), regardless of what the manual says. (except stuff like turbulence and "fasten belts, we land")
"hip" doesn't work, and "funny" only when still relevant.
The best announcement for a late flight JFK-FRA that I ever heard was something like "welcome Ladies and gentlemen, this is the captain. I am sure you will appreciate that it looks like we are on time and while we will have to wait a bit before takeoff, we will get out of here soon. I will not bore you with details - we will fly very fast and very high, and as of now, it looks like we will be on time for Frankfurt. Have a good night, welcome on board". The second and last we heard from him was "Folks, we are taking off now" as we turned on the runway (violating my 10pm rule, but that was OK)
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Clear Communications
JFKjohan...greetings from KUL ATC
I have flown several times as a pax on Malaysian airplanes and this is one of my many observations. Most times the captains voice over the intercom is hardly clear. English is not our mother tongue hence clarity is much to be desired. The main problem being the sound system is muffled. The clarity before departure is different when compared to the airplane at FL300 etc. Get your engineers to checkout the reception status before a flight. It may take time but it sure helps enhance pax safety. As for me, being an ATCO, helps me understand what was said over the PA but not my neighbours on board the flight. Something you may want to consider.My 2 cents
I have flown several times as a pax on Malaysian airplanes and this is one of my many observations. Most times the captains voice over the intercom is hardly clear. English is not our mother tongue hence clarity is much to be desired. The main problem being the sound system is muffled. The clarity before departure is different when compared to the airplane at FL300 etc. Get your engineers to checkout the reception status before a flight. It may take time but it sure helps enhance pax safety. As for me, being an ATCO, helps me understand what was said over the PA but not my neighbours on board the flight. Something you may want to consider.My 2 cents
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Keep it Short
Just about a month ago there was this domestic flight who transmitted on the ATC channel a long winded welcome speech. It took almost 2 minutes of my vital ATC time. The Capt was proud of having all the pax and that the temperature was ideal and that the plane was brand new and the names of the stewardess was so and so and the ETA will be at xxx time and that they will be earlier by xxx minutes compared to the schedule and bla bla bla.
I told him thanks and requested him to share this info with his pax. Do we, as pax, really need to be told that the plane is brand new?
It will do all of us a great help to keep it short and simple
I told him thanks and requested him to share this info with his pax. Do we, as pax, really need to be told that the plane is brand new?
It will do all of us a great help to keep it short and simple
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Dear All,
Thank you once again for all your thoughts on this subject. I would like to share that I had a wonderful time today together with 18 of the airline's top commanders. Even the chief pilot and chief pilot of training was there and I was not only star-struck, I was amazed at the audience participation and eagerness to learn from the commanders!
I would like to also share that, as mentioned prior, I did share your thoughts with them as well and together, we all learned from you and for that, I must again thank you for spending your time reading through this and commenting.
The best part of the day (I guess) was when we were "role playing". This was when they would pull a scenario out of the hat and would convey the message to the passengers. It was very interesting for me to see how they would structure their words, and most of them, make decisions on what MUST be said, what NEED they say and what would be NICE to know as a passenger.
Gatbusdriver - Yes to your most recent comments. I did touch on the ABC's - Accuracy, being Brief and Clarity.
Helen49 - Today we helped the captains learn how to slow down their pace and phrasing. Worked very well too! They did mention how the PA system could be their downfall however I also mentioned that there are 2 components to successful broadcasting. One comes from you (the broadcaster) and the other from the broadcasting device itself (in this case the mic and its speakers!). At the very least, lets work on what WE can do together, and advise others on what can be done for the later! Yes, they have also learned to go straight to the point!
No more uhhhs and umms... well, with efforts to eliminate that is!
FlyingConsultant - Thank you so very much. Yes hip will not work and funny might, when relevant. BTW I loved that JFK-FRA flight of yours! I wish I was there to experience it as well... Haha
Veloo_Maniam. Good Evening sir (or morning if you are reading this tomorrow). I am sure we have probably met during my umpteenth visits to ATC. The first time I went over to Subang ATC was when Richard Tan was still around. Now I guess Lin would still be my closest contact within the walls! I have been and will continue to say that I appreciate every single thing that you and the team do. Yes I have noted your comments and will relay them to our commanders in the sessions to come/follow.
Oh and by the way, the open-mic you experienced could be nothing close to what I heard when I was flying in Australia. I actually heard it live! And VH-NOE was my classmate and instructor too! Haha... Apparently this Brisbane controller wanted to shoot all of us down that day! If you missed it, I still have it on my website here - Johan Farid Khairuddin.com. Just click on the top left audio link. Hehehe
Thanks again guys.
And hey keep those comments coming in if you have more thoughts!!
Regards,
JFK
Thank you once again for all your thoughts on this subject. I would like to share that I had a wonderful time today together with 18 of the airline's top commanders. Even the chief pilot and chief pilot of training was there and I was not only star-struck, I was amazed at the audience participation and eagerness to learn from the commanders!
I would like to also share that, as mentioned prior, I did share your thoughts with them as well and together, we all learned from you and for that, I must again thank you for spending your time reading through this and commenting.
The best part of the day (I guess) was when we were "role playing". This was when they would pull a scenario out of the hat and would convey the message to the passengers. It was very interesting for me to see how they would structure their words, and most of them, make decisions on what MUST be said, what NEED they say and what would be NICE to know as a passenger.
Gatbusdriver - Yes to your most recent comments. I did touch on the ABC's - Accuracy, being Brief and Clarity.
Helen49 - Today we helped the captains learn how to slow down their pace and phrasing. Worked very well too! They did mention how the PA system could be their downfall however I also mentioned that there are 2 components to successful broadcasting. One comes from you (the broadcaster) and the other from the broadcasting device itself (in this case the mic and its speakers!). At the very least, lets work on what WE can do together, and advise others on what can be done for the later! Yes, they have also learned to go straight to the point!
No more uhhhs and umms... well, with efforts to eliminate that is!
FlyingConsultant - Thank you so very much. Yes hip will not work and funny might, when relevant. BTW I loved that JFK-FRA flight of yours! I wish I was there to experience it as well... Haha
Veloo_Maniam. Good Evening sir (or morning if you are reading this tomorrow). I am sure we have probably met during my umpteenth visits to ATC. The first time I went over to Subang ATC was when Richard Tan was still around. Now I guess Lin would still be my closest contact within the walls! I have been and will continue to say that I appreciate every single thing that you and the team do. Yes I have noted your comments and will relay them to our commanders in the sessions to come/follow.
Oh and by the way, the open-mic you experienced could be nothing close to what I heard when I was flying in Australia. I actually heard it live! And VH-NOE was my classmate and instructor too! Haha... Apparently this Brisbane controller wanted to shoot all of us down that day! If you missed it, I still have it on my website here - Johan Farid Khairuddin.com. Just click on the top left audio link. Hehehe
Thanks again guys.
And hey keep those comments coming in if you have more thoughts!!
Regards,
JFK
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Just came across this thread, glad you had a great day.
To make announcements sound better, look out of the side window (so that your FO doesn't see, and start laughing) then SMILE as you talk. It mellows your voice and sounds so much better.
Go on, try it and hear the difference.
To make announcements sound better, look out of the side window (so that your FO doesn't see, and start laughing) then SMILE as you talk. It mellows your voice and sounds so much better.
Go on, try it and hear the difference.