What businesses can learn by listening to Air Traffic Control
With Continental joining the Rebel Star Alliance yesterday, I took a United flight today, from ORD to DFW. First time on United in like, forever, and found something interesting – They let us listen in to the Air Traffic Control radio through our headsets. Totally fascinating – Listened the entire flight. Because I was on United, and not Northwest, I didn’t hear anyone going “Um, hello? Are you there?” But I did hear some fascinating calls, and thought about how they relate to business. Figured I’d share.
Lots of computers. And radar. Lots of computers and radar. Click the link to listen to live ATC.
We were United 775.
“United 775, proceed to runway 22R and hold.”
“Roger United 775 to runway 22R and hold.”
We were told to go to runway 22R and wait for takeoff. I imagine the pilots sitting there, taking a few seconds to decompress, gather their thoughts about them, before being released to the sky.
In business, you don’t just rush into an idea without having SOME kind of plan, right? Before you do ANYTHING, get everything in your sights, line it up, and take a deep breath.
“United 775, climb to one four thousand and contact Chicago Center.”
“Roger United, climb to one four thousand and contact Chicago, good day.”
We were told to fly to 14,000 feet and check in with Chicago Center for further instructions. In business, you’re constantly making small adjustments to your roadmap, determining where you’re going and how you’re going to get there. You should constantly be checking in to different locations, seeing if anything’s changed that could alter your flight plan.
Twenty five minutes later or so…
“United 775, contact Kansas City Center at 132.35.”
“Roger, Kansas City Center at 132.35.
We said goodbye to Chicago Center and checked in with Kansas City Center on a different channel. Although you may like getting your information from one source, it’s good to check in with different sources. One person may have some information you can use, another may have some information you didn’t think about, and yet another may need some information you’d like to give them. It’s always good to keep your ears open to new ways of receiving information/
“Good morning Kansas City Center, United 775 checking in at three eight thousand.”
“Good morning, United 775. Maintain three eight thousand.”
“Good ride?”
“So far, United 775.”
Checking in again somewhere in the mid-west, we asked how the ride was. We were told there were no complaints so far. A few seconds later, the pilot turned off the seatbelt sign, and let us get up. He did tell us, however, to keep our seatbelts fastened when in our seats, since we never know.
Very similar to business, you gotta be prepared – Economy takes a hit? Lose your biggest client? Prepare for turbulence. Enjoy the ride, but never enjoy it so much that you forget what to do if things should radically change.
“American 1520 can you climb to four zero thousand and hold? I need to get that regional jet out of here.”
“Roger, American 1520 climbing to four zero thousand, can you vector us in right after for that?”
“Indeed I can American 1520. Thank you.”
This one had nothing to do with us, a regional jet needed to head somewhere else, and a big American Airlines flight was in the way. So the flight controller moved the American flight up a few thousand feet to get the regional get out of the way. The pilot of the AA jet did it without hesitation, just asking if he could be put somewhere else (that I didn’t quite understand) when it was done.
You may not be dealing with tons of metal flying through the air with people’s lives at stake, but you still have an obligation to do your job, help people out when you can, and make the world a better place. If more people thought the way pilots did when doing their jobs, the world would be a better place. If someone asks you for help, and you can do it, just do it.
“Delta 562, contact Memphis Center at 123.37, correction, 132.37.”
“Delta 562, contact Memphis Center at 132.37. Roger.”
“Delta 562, I still got it wrong. Sheesh. Contact Memphis Center at 132.73.”
“Delta 562, not a problem, contacting Memphis Center at 132.73. Thanks!”
“You’re welcome, Delta 562.
Screw up? Admit it, and fix the problem. This one struck me the most . Don’t lie, don’t become a drama queen and walk away, with your arms flailing. Don’t hide behind your CFO to try and fix the problem. You screwed up. Admit it, solve the problem, get it right, apologize, and move on. You’ll be respected, as opposed to mocked as a petulant child. If more companies, agencies, and people did this on a regular basis, we’d get rid of 28% of stupid people overnight.
“Lear 241, climb and maintain three two thousand.”
“Roger, Lear 241, climbing and maintaining three two thousand.”
“Fedex 90 heavy, maintain three seven thousand”
“Roger Fedex 90 Heavy, maintaining three seven thousand.
Whether you’re a small, two person company like the Lear Jet, or a 747-200 FedEx freight plane, one of the heaviest in the sky, everyone likes to be treated like a professional, and be aware that they matter.
“United 775, checking in at three eight thousand with a little light chop.”
“United 775, thanks for the info.”
Got information? Share it. It makes for a smoother ride for everyone else, and is good karma.
“United 775, turn 20 degrees for traffic.”
“United 775 roger, turning 20 degrees left for traffic.”
Looking out the window, the sun started shifting in the morning sky, and we were turning 20 degrees to the left to avoid a collision. We didn’t ask why, we didn’t complain, we just did it. Sometimees, when a boss or a client tells you to do something, you just have to do it. Disagree? Argue later.
“United 775 DFW altimeter is 2970.”
DFW was telling our pilot how high above sea level their airport is – i.e., we took off from a different place than we landed. We want to make sure our sea level is their sea level. You always want that in business. There’s a reason we call it Pantone C925 and not “blue.” Blue means a lot of different things. Get your answers before you start working on the project. Questions? ASK.
“United 775, clear direct Sassy.”
“United 775, clear direct Sassy.”
As far as I could tell, that was a landing instruction. A few minutes later, we were on the ground, taxiing to our gate. Easiest thing in the world.
Take a few seconds after your project, congratulate yourself on a job well done, but not too much – the next job is right around the corner.
As I was walking off the plane, I asked the pilot what his next flight was – he was headed back to Chicago. And it started all over again.
Interesting two hours. Beat listening to my iPod.
October 28th, 2009 at 10:41 am
[...] This post was mentioned on Twitter by Peter Shankman and prblogs, Melissa Templeton. Melissa Templeton said: RT @skydiver skydiver: What businesses can learn by listening to Air Traffic Control: http://is.gd/4FZvv [...]
October 28th, 2009 at 11:31 am
This is one of the best summaries of business communication I have ever read. Good job!
October 28th, 2009 at 12:40 pm
As a pilot, I’m always interested to hear what others derive from ‘aviation communication.’ Many find it cryptic and rather mysterious but I think you’ve drawn some excellent parallels to ‘aviation speak’ and business. If I may add a parallel of my own, I would advocate for clarity of communication.
One of the first lessons one learns as part of your pilot’s certification is how to communicate effectively with Air Traffic Control (ATC) and within ‘the system.’ The rules of the syntax are fairly simple and everyone within ‘the system’ is required to use them. Here’s how it works: First, To whom your are speaking i.e. (Chicago Center); Second, Who you are (United 775); Third, Where you are (Sassy at three seven thousand); And your intentions (climb four zero thousand). Why speak in this terse dialect? It significantly reduces confusion. Each knows their role and what they’re expected to do.
The second lesson is speak only when necessary and say only what is necessary. Many people are relying upon ‘the system’ to understand what is required of not only them but of others as well. Their safety and the safety of every other flight depends on it. (The exception that proves the rule are those two Northwest idiots who overshot Minneapolis). Cluttering your communication with unneeded language leads only to misunderstanding and confusion. Which leads to wasted time and wasted money.
Leave out the hyperbole, the techno-jargon, the boilerplate, the effusive adjectives, the equivocation. Use just those words that are essential to understanding. This not only benefits those in direct communication with each other but also those who are monitoring the same channel.
The analogy or point even? Whether you’re communicating with coworkers, colleagues, clients or customers there is no substitute for clear, concise, uncluttered communication. It benefits not only you, but all those who depend on you as well. Even those operating within your ‘airspace’ but with a different destination will benefit from your clear communications.
FYI: The communication “United 775, clear direct Sassy” means that U775 has been cleared (given permission) to proceed from their current location to the IFR (Instrument Flight Rules) intersection designated as Sassy. An ‘intersection’ is a point in space defined (originally) either by the crossing of two VOR radials or a point along a particular VOR radial located in conjunction with the DME. Many intersections are now defined through their GPS coordinates. The name Sassy has no particular significance as IFR intersections can be named just about anything. Even HARO.
October 28th, 2009 at 3:22 pm
Really nice story/article. You made your points very quickly but in such a manner that I read the entire article without getting sidetracked or losing focus.
October 28th, 2009 at 3:56 pm
A great post!
There’s a lot to be learned from the National Airspace System; it’s quite amazing that the techniques that we’ve learned over 100+ years of aviation have not been applied to things like software engineering (my particular interest area), surgery, and others.
There’s a reason accidents per passenger mile in the United States under this system are statistically minuscule.
October 28th, 2009 at 4:27 pm
“direct Sassy” is a landing instruction, but it’s more than that. Pilots use ground-based navigational aids as one way of getting somewhere. Navaids, as they are called, have their own naming conventions. The Navaid that starts a particular approach is the first one mentioned, and the flight crew knows what to do and what parameters to follow from there. The October/November issue of Computer Pilot magazine has an article that highlights navaids that are named with local flavor. Example: regardless of what anyone thinks of his politics, Jim Oberstarr is an influential Congressman on transportation issues. There are navaids around MSP named JAMES, OBERR, and STARR.
October 29th, 2009 at 11:06 pm
Love the post and really appreciate Ken’s insight! Since I’m a loyal United flyer (not really by choice, I live by a hub), I am always listening to the flightdeck radio. It really is interesting!
October 30th, 2009 at 1:32 pm
[...] What businesses can learn by listening to Air Traffic Control (via @skydiver): Some of our most powerful business and life lessons come from the most unexpected places. Shankman uses air traffic control communication to reflect on important aspects of project and business management. Don’t miss this one! [...]
October 30th, 2009 at 3:49 pm
Great story – I had to share it on Facebook when I read this: “If more companies, agencies, and people did this on a regular basis, we’d get rid of 28% of stupid people overnight.”
I’m all for getting rid of stupid people!
October 30th, 2009 at 11:55 pm
Truly enjoyed this article and the comments, Peter. Excellent use of story to illustrate a point. Which reminds me…I’m doing a presentation on Social Media to a local group of PR folks this week and I’m the story of HARO to illustrate how cool and effective online communication – and good karma – can really be.
October 31st, 2009 at 8:57 pm
I am a private pilot – I fly the little guys for pleasure – and I heard at the start of my training that “becoming a pilot makes you a better person”. I wondered why and couldn’t really put a finger on it since I heard that (mid-2007). This was a great post that was a real “eureka” moment for me understanding what that meant. I think it’s significantly due to the things you mentioned here. As pilots, the above is what we have to do.
A few others that any pilot will tell you get drilled into your head as you train:
+ Never be afraid to ask for help
Despite their best effots, pilots – at times – find themselves in tough situations or even those they aren’t trained to handle or aren’t good at handling. Pilots are told to ask for help. Ask ATC for help. Declare an emergency even if you need to. Don’t be afraid to say “this is too much for me I need help”.
+ Never stop learning
“A pilot’s license is a license to learn” is kind of the FAA’s mantra for new pilots and it’s true. Pilots usually go back up often with instructors or on their own to challenge their skills and to build new ones. You never stop learning.
+ Criticize yourself and accept the criticism of others
Every pilot, new and old, judges every landing, every flight, every turn and maneuver. We sit in a plane with instructors for HOURS and get needled on every takeoff, landing, stall, approach, and simulated emergency. Analyze your work and when someone who’s more experienced or is your superior or is just a colleague analyzes/critiques yours, be open to it.
+ You don’t know everything
Pilots take written, oral, and performance (checkrides) exams. In fact, just to stress us, we get asked questions during that checkride while dealing with a heavy workload and the nevousness and excitement over the fact that in a few hours, after MONTHS of hard work, you’ll be the newest pilot in the USA. Just when you think you got it 100% right and are cruising right along, the instructor will come up with a new question or situation that you don’t get right. You don’t know everything…admit it.
+ You have not been trained for or seen everything. When that happens, trust the training you have been given.
When I was filling out my paperwork for the pilot certificate, the school administrator looked at me and said, “We didn’t teach you everything you’re going to see. There will be a situation you are in or have to deal with that we didn’t practice with you. Use your training and your skills to make the SAFEST decision and go with it and you’ll be fine.”
+ Don’t be afraid to say “this isn’t right” and take another or alternate…literally.
If you are going to fly in poorer weather, you are required, by law, to have an alternate airport to land at if the weather is poor enough. I think “have a backup plan” is pretty easy to get from that one…
…however…When in the clouds and you can’t see the ground, we fly instrument approaches, which are specified procedures that dictate your course and safe altitudes to fly at until you can get below the clouds and see the airport to land at. There is a point on all of these called the “missed approach point” where if you can’t see the runway at that point at that altitude, you are required, by law, to “go around”. You fly a published route at specified altitudes back to a safe point and you hold at that point. If Plan A isn’t working, maybe it’s worth another shot, but you may have to go to Plan B. Have a Plan B, pick a point where you say “Plan A is no more” and use your Plan B if needed.
+ Any landing you can walk away from is a good one
Yeah, this is a hokie pilot thing to say, but sometimes, getting the job done, even if it’s not pretty is the important thing.
November 5th, 2009 at 7:36 pm
Great post! Next time I’m confused about how to communicate something, I’ll ask myself, “What would air traffic control do?”
November 14th, 2009 at 8:57 am
[...] What businesses can learn by listening to Air Traffic Control … (shankman.com) – October 28, 2009What businesses can learn by listening to Air Traffic Control (via @skydiver): Some of our most powerful business and life lessons come from the most unexpected places. Shankman uses air traffic contr… [...]
April 30th, 2010 at 2:19 pm
I agree with the comments above. As and AT Controller, I expect to hear certain things at different times of flight. Pilots, when they call are listening for expected information as well. You must understand that there are many other pilots on the frequency as well. Many times transmissions are “stepped on” when two people are talking at once. By using a “standard phraseology” it helps to ensure the instructions are understood. At times we must deviate from this phraseology but only to make ourselves better understood. Imagine a coach calling plays. If the person knows the play, the coach can say “red dog right”. But if the player doesn’t know the play or is unfamiliar, the play must be discribed. I’ll let you buisness folks determine how this translates to your world. I would imagine that you must communicate in terms that have meaning to the listener…or spend time with an explaination. There are some dangers however. Many times we say the same phrases over and over. “delta 432, radar contact, climb and maintaim five thousand.” Thats what I always say and thats what they always hear…..until today….for a brief moment I say “climb and maintain four thousand.” The lesson is expect information/instruction, but also listen to the details. Expect to hear an altitude to maintain but maybe not the one you got yesterday. Instructions change as the situation changes. We work in a fluid environment. The situation is in constant flux. Good pilots and Air Traffic controllers are ready for the unexpected.
Then of course there is a time for humor.
aircraft on approach..”approach do you know our landing sequence?”
controller..”yes I do”
aircraft..”well would you share it with us?”
controller..”well if you ask me again your LAST”