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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