Business incident

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Business incident

Customer Inserts His/her Name

2Disappearance Malaysia plane MH370 and communication

Communication to family members 3

Reponses planning 4

Types of Communication 5

Suggested Communication Solutions 6

Conclusion 7

References 9

Disappearance Malaysia plane MH370 and communication

An effective communication strategy requires the ability to show intended audiences how initiatives may help in meeting personal needs; demonstrate professional credibility and be persuasive (Neal, 2010). Learning how to effectively use persuasive communication is very important for people from all walks of life. Mastering persuasion is highly crucial especially in these modern times’ business environment wherein “organizations are flatter and managers may lack formal authority” (Rotenberry & Kass, 2008, p. 23). There are several things to keep in mind given the different roles and people composing an audience. To be persuasive, the most significant principle to remember is that people will believe what is being communicated to them if they perceive that doing so will satisfy their personal needs. Some of the fundamental needs of human beings are for security, winning, and acceptance (Neal, 2010). Communication skill is needed to ascertain and aim for audiences’ “paint point” or security, and stating it suitably enough (Neal, 2010, p. 39). In addition to this, a speaker who makes audience members feel like winners is more persuasive. Another means of making audience members feel like winners is to avoid disagreements on trivial matters. Satisfying a person’s need for acceptance is also an effective way of affirming that person’s value. Other things to consider take the form of four questions: what does the speaker intend to achieve’ how will the audience react to the speaker’s objective; will there be resistance to the message; and, what does the speaker know about the audience that could help in the tailoring of the message (Neal, 2010) ? Effective communication becomes very important especially when conveying information about a critical situation, such as when Malaysia plane MH370 went missing.

On March 8, 2014 at 00:41, Malaysia Airlines Flight MH370 departed Malaysia for Beijing but the plane lost contact shortly after takeoff. It was carrying 227 passengers and after many days of search rescue operations, the company still could not confirm if the passengers would could survive until the government intervened (Tilley, 2014). The airline had previous safety issues wherein planes had crashed within the operations of the company. Due to the fact that these safety issues were not thoroughly addressed, the resulting incident had risked the lives of many passengers.

Communication to family members

In imparting the news of the catastrophe to the family members of the in the aircraft, the communicator must keep in mind the potential needs of the former: the need for security, winning, and acceptance. The family members’ need for security have to be satisfied through informative reporting on the steps being taken to find and rescue their loved ones. They also have to be reassured that all measures are being taken – and this must be followed through with action. Being on the at home waiting for the their loved ones to be found and rescued can take its toll not only the emotional state of the family members but also to their physical well-beings. Giving them timely and accurate information will somehow ease the tension. They also need to hear that after the passengers are rescued, immediate medical attention will be given these people because they traumatized. The need to win must be satisfied. The family members need to hear positive news, such as the fact that multiple agencies are working double time to find and rescue the passengers. The families of the passengers also need to hear affirmation and acceptance of the sense of fear and dread they are feeling towards the situation. They need to hear that the company will be ready and willing to listen to them and attend to their needs.

On the other hand, the potential needs of the employees that have to be satisfied are the same as the families: security, winning and acceptance. First, the employees of company need to be assured that their jobs are still secure and that the company will not be closing down. They also need to hear that their company has the capabilities to overcome (win) the problem and rescue the passengers. The employees also need to hear that their voluntary efforts to help are welcome, like for instance helping to ease the plight of families of the passengers.

The conveyer of these messages has to undertake certain things before and after the message has been delivered, to make sure that it was received as intended. First of all, he or she must make sure that the message is drafted according to the four questions: what does the speaker intend to achieve’ how will the audience react to the speaker’s objective; will there be resistance to the message; and, what does the speaker know about the audience that could help in the tailoring of the message? After the message has been drafted, the speaker will have to practice delivering the message. Next, the speaker will need to understand the target audience and will have to imagine what it feels to be in their shoes. The audience will be more receptive once they perceive that their point of view had been taken into consideration. The speaker needs to make sure that the message has an “opening, a body and a conclusion” (Neal, 2010, p. 41). The message should not be memorized, but rather, practiced. This will enable the speaker to inject feelings into the message. In addition to this, the message should be brief but comprehensive. Audiences’ attention span runs for roughly 20 minutes only. Finally, the speaker has to look for a way to gain feedback after the message has been delivered to make sure that the intended message was delivered and received appropriately (Rotenberry and Kass, 2008).

Reponses planning

Most justice and security agencies rely on the use of force to overcome or resolve a critical situation. While the major rule and policy of the action force is to deal trouble with an iron hand, which could be of various levels depending on the nature of trouble or violence, it does not enhance the power of the agencies collectively. Whether it’s for an organization or individuals, Incident Management Plans can be extremely critical in the final decision-making in risk assessment situations. Never before was such an extensive scrutiny and screening of personnel conducted in aviation history. This came about because of the lethargy and insensitivity of the airport security personnel in checking passengers who were boarding their respective airplanes. In n addition to pre-screening of passengers before boarding passes are issued, bomb detection squads will use dogs to assist local law enforcement officers in identifying and apprehending suspicious articles or people.

Types of Communication

Communications technology helps advance the procedures of customer safety and satisfaction as well as air traffic control both on and off the ground. Various types of communications technology deal with passenger and travel solutions, aircraft safety communications, baggage control and airport safety communications.

Radio Communication — The most common type of radio equipment used in airports is VHF which operates on a line of sight basis. This works well in terms of communication between on the ground personnel and aircrafts at high altitudes. The higher the altitude, the better the reception is based on the line of sight technology. Once the aircraft begins reaching higher altitudes they can receive transmissions at a greater distance. This is important for the safety of the aircraft that is in the air so that contact is maintained and well heard in the event of an emergency.

Accidents Resulting From Poor Communication- The importance of implementing a strong communications system within airports have been recognized for many years. The incident occurred when the crew of the aircraft tried to figure out why the landing gear hazard light was on. In their distraction, they failed to realize that the plane’s autopilot had somehow become disconnected. This failed communication process resulted in the unnecessary loss of life.

Suggested Communication Solutions

One of the biggest areas of airport communication improvement needs to happen in non-tower equipped airports. As mentioned before, it is not necessary for a pilot to use two-way radio communication since air traffic is not monitored by a ground control base. It is only recommended that pilots relay flight intentions since “none of the VFR traffic is being controlled by any ground agency” (Illman, 2001). This means that it is possible that some pilots may fail to communicate this important information. It should be top priority for ATC to make it a requirement that any aircraft should transmit their flight schedule and route on the suggested broadcast frequency in order to decrease the chances of any in air collisions. This would also make it possible to know a pilot’s coordinates in the event of an emergency situation.

Airports need to maintain a constant update in technology advancements in order to improve human congestion within airports and air traffic control capabilities to decrease aircraft tragedies. Introducing new technology that is up-to-date and sufficient can relieve many human errors. The introduction of new concepts that can relieve the possibility of tragic flight disasters is also a good idea. Communications system is the largest part of what keeps an airport running smoothly and efficiently and therefore, if that technology were to ever fall behind it could lead to tragedy.

The proposed free flight idea mentioned above could lead to a breakdown in airport communication. Allowing pilots to decide their own route could lead to even more problems than it would solve. The communications process that exists between airports and their aircrafts is essential in order to keep air traffic less congested. Another reason free flight would affect the communications process is that it would make it harder for airport to map out an optimal navigational route for pilots to follow which could inevitably increase the chances of aircrafts running low on fuel during their flight.

A breakdown in voice communication between personnel and their flight captain seemed to be the main cause of the tragic accidents mentioned earlier in the paper. In order to decrease this problem it is proposed that all airport personnel receive the proper training and education in order to make sure that they know how to communicate any errors to the proper department. Rather than asking “is that problem fixed?” airport personnel needs to understand the importance of specifying a problem when it evolves and relaying that problem with the proper terminology so that all members of the crew are aware of the situation. Flight captains should also be made aware of the importance of relaying any emergency error messages such as a low fuel status to airport as soon as possible rather than waiting until the fuel is exhausted which can lead to engine malfunctions.


The communication process allows airline to keep family members of the passengers’ great adequate information. A breakdown in that communication process, whether through failed technology or improper voice communication can lead to a tragic result and compromises the safety of passengers.

It is up to communications management to make sure that all communications systems are up and running properly to decrease the chances of failure. It should also be noted that communications management needs to make a conscious effort to keep all communications systems up-to-date. Using newer communications equipment ensures that everything is running properly and efficiently which makes it easier for airline to maintain safe their businesses. In order for airline to run effectively, they need to boost their customer popularity and security capabilities. This can only be done by keeping all forms of communication up-to-date and running smoothly. Airline lose their stability and reliability when incidents. In order to make sure that this does not happen it is important to introduce newer, more accurate systems that allow them to run smoothly and allow security to monitor movement of patrons so they can evaluate whether or not the he has malicious intentions.

Whether communication takes place vocally, digitally, using radio frequency or light signals, it is up to the airline communications manager to ensure that those communication processes are being carried out properly. Avoiding communication mishaps has to be the airline top priority on a day-to-day basis in order to ensure the safety and profitability of the airline as a whole.


Deitrich, R., & Meltzer, T.V. (2003). Communication in high risk environments. Germany: Die Deutsche Bibliothek.

Mintz, Z. 2014. A Disastrous Void: Why The MH370 Public Response Failed. Retrieved October 20, 2016, from

Neal, K. 2010. Stepping up to the plate: Developing an effective business communication Strategy. Retrieved October 20, 2016, from

Rotenberry, P. F. & Kass, D. S. 2008. The gridiron, the battlefield, and the classroom: An experiential exercise to teach persuasive communication. Business Education Digest, 17, 22-36.

. Retrieved October 20, 2016, from The News: response critical aspect of disaster management The News. (2011, May 3).

Tilley, J. 2014. Analysis: Malaysia Airlines’ mishandled response to the MH370 crisis