Abstract
By questioning the lopsided attention on task-oriented factors in air traffic controller-pilot communication, the current study places an equal weighting on both task-oriented and relationship-building communications, and investigates how each type of communication influences sustainable performance in airline operation team. Results show that both task-oriented and relationship-building communications in terms of sustainability of team process predicted greater communication satisfaction at work. Also, both task interdependence and shared leadership influenced both types of air traffic controller-pilot communication. However, only relationship-building communication had a direct influence on perceived work performance whereas task-oriented communication had not. Along with task-oriented factors, this study raises the relationship-oriented factors as important resources for the sustainable team performance in airline industry.
Highlights
In everyday communication, we strive to explicitly transfer information to listeners and correctly receive information from speakers
Communication satisfaction seems to be more related with task-oriented communication than relationship-building communication because task-oriented communication is immediately rewarded by task performance
Consistent with Hair et al [48], convergent validity of Confirmatory Factor Analysis (CFA) results should be supported by item reliability, construct reliability, and average variance extracted (AVE)
Summary
We strive to explicitly transfer information to listeners and correctly receive information from speakers. In improving air traffic controller (ATC)-pilot team communication, studies report that both technical and relational factors are important. In terms of ATC-pilot team communications, we invest them into task-oriented and relationship-building and examine how each type is affected by relational factors and sustainable performance in controller-pilot teams. In ATC-pilot teamwork, team performance is usually measured by quantitative data, such as the frequency or proportion of missing acknowledgements, incorrect/partial readbacks, or missing call signs [10] Such quantitative measures are important in ATC-pilot team performance, but they prove difficult in capturing issues mid-process because the focus has been on quantifiable results and final outcomes. We believe that adding relational factors and sustainable team performance measures in ATC-pilot teamwork expand our understanding in the domain of airline service
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