Communicating Clearly to Avoid Confusion

In our business, clarity isn’t a luxury, it’s an essential tool that safe operations rely upon. Misunderstandings can result in delays, damage or worse. That's why one of the core messages of our summer campaign is simple but powerful:

"Communicate clearly and with intent to prevent confusion."

It’s not just about speaking. It’s about thinking before you speak, using a shared common aviation language and recognising the responsibility each of us has - especially those of us who speak English fluently - to support clear understanding with everyone involved in ensuring a safe flight/operation. 

Every flight requires lots of interactions.  Routinely, these interactions are between many different people who carry out different jobs and functions, working for different organisations and who all come from different countries, with different language skills, different backgrounds and different points of view. The fact that all these amazing people come together to deliver over 35 million safe flights each year is remarkable. 

Let’s examine a flight from end to end and explore some of the key communication points that deserve our attention this summer.

🛫 1. Planning and Pre-departure Briefings

Who’s Involved.  Flight crew, dispatch, engineering and cabin crew.
Key Communication Risk. Talking past each other or assuming shared understanding.

Ops staff may be aware of weather threats that the flight crew haven’t seen yet. Engineers might assume the flight crew has been briefed on Minimum Equipment List (MEL) items. Cabin crew may not realise a last-minute aircraft change means the PA system works differently. There are lots of challenges to be faced. 

Helpful Habits:

• Speak in complete thoughts, not shortcuts.

• Use standard terms like "MEL deferred item" not just "a snag".

• Confirm shared understanding, for example, “can I confirm you’ve seen the updated NOTAM about the ILS at the destination?”.

🧑‍✈️ 2. Pushback and Taxi Out

Who’s Involved. Groundcrew, flight crew, cabin crew and ATC.
Key Communication Risk. Misinterpreting movement instructions or timing.

Whether it’s confirming that the tug is ready, the cabin is secure, the steps can be removed or that it is safe to start the taxi, this is a high-density communication phase. Ground handlers and flight crews often juggle multiple tasks and the chance of talking across/ over each other or missed cues is high. Focus on these key moments. 

Helpful Habits:

• Always wait for confirmation (“brakes released; confirm towbar connected and clear to push?”).

• Avoid vague terms like “ready when you are” or “OK”; be explicit.

• Pause to verify understanding from non-native English speakers.

🧰 3. Engineering Interactions

Who’s Involved. Flight crew and engineers.
Key Communication Risk. Assumptions about technical terms or deferred items.

This is where standard phraseology and intent-based communication are essential. Saying “it’s probably fine”, for example, might be an everyday phrase, but it’s ambiguous and inappropriate in aviation.

Helpful Habits:

• Say what you mean and what the implication is: “the aircraft is serviceable under the MEL for 10 days. Here’s what you need to know operationally.”

• Flight crew: repeat back key information and confirm implications for dispatch or flight ops.

• Don’t be afraid to ask for clarification - “sorry, can you repeat that in simpler terms?” is not a weakness.

📻 4. Air Traffic Control (ATC) and Flight Crew

Key Communication Risks. Misheard clearances, misunderstood speeds/headings and non-standard phraseology.

This one needs no introduction.  Miscommunication with ATC has played a role in numerous incidents and accidents. Non-standard or casual phrases like “OK,” “yeah,” “uh-huh,” or “go ahead” (when you meant “proceed”) can create real risk.

Helpful habits:

• Use ICAO standard phraseology - no freelancing.

• If in doubt, ask again. "say again" and "confirm (stand/heading/level etc)" are there for a reason.

• Native English speakers: slow down and pronounce clearly. You may understand slang or idioms easily, but others may not.

✈️ 5. Arrival, Taxi-In, and Turnaround

Who’s involved. Groundcrew, flight crew, cabin crew and ops teams.
Key Communication Risk.  Confusion over stand entry, safe zones, or disembarkation timing.

The end of a flight is not the end of safety-critical communication. Cabin crew may be dealing with stressed passengers while waiting for stairs. Flight crew may be relying on hand signals or headset guidance in busy apron conditions.

Helpful habits:

• Use proper hand signals and standard ground communication phrases.

• Cabin and ground teams: confirm visually and verbally before opening doors or deploying stairs.

• If anything’s unclear, stop and ask; rushing creates risk.

🌍 6. A Word About English: Native Speakers, This Is on You

English may be the international language of aviation, but not everyone speaks it equally. If you’re a native speaker, you have a special role to play.

Here’s what helps:

• Speak slightly slower, especially when using numbers or directional info.

• Avoid idioms and slang, such as "give it a go," "it's a no-brainer," "touch base"; these confuse, not clarify.

• Listen actively; was the other person nodding, but still confused?

• If you're stuck, ask “how do you say this in your language?”; it builds mutual understanding.

Remember: good communication isn’t about being clever, it’s about being understood.

✅ Final Thought: Say It Like Safety Depends on It (Because It Does)

Every phase of flight includes handovers, instructions, coordination and verbal cues. These are where the risks hide and where clarity can save the day.

So, this summer, as we ramp up operations, let’s ramp up our intent behind communication too. Speak clearly. Check understanding. Use the right words at the right time.

And always, always communicate like someone else’s safety depends on it - because it does.