The Unexplored Link between Communication and Trust in Aviation Maintenance Practice

Abstract

Communication and trust are fundamental factors in the operation of complex and highly regulated industries like aviation maintenance. This article reviews two preconditions of human error: communication and trust, as well as the way these are linked as aviation researchers have only recently started to study factors not individually, but rather by combining their effects. Communication is essential in the exchange of information and knowledge in aviation maintenance. The conditions that make communication effective and miscommunication avoidable are explored. Next, ways of communication, like aircraft maintenance documentation, are discussed along with appreciation of how communication is valued in aviation maintenance. Trust within different aspects of maintenance practice (interpersonal trust, trust towards technology, initial levels of trust) is presented and analysed, as well as examined as a prerequisite of effective communication. The characteristics of trust, its forms and results are identified in the literature with limited sources from the aviation bibliography, as it is a domain barely explored. Therefore, a gap has been identified in the study of trust and the exploration of the combined traits of communication and trust in aviation maintenance. Recommendations for additional research in this field are provided.

Analysis of Continuing Airworthiness Occurrences under the Prism of a Learning Framework

“…Communication in aircraft maintenance and management activities is a vital element in the release of a safe product. Poor communication can amplify many other elements of the human factors leading to a deterioration in human performance, Chatzi [32], Chatzi et al [33]. 2 (13%) of the 15 reviewed communication-related occurrences were recorded as contributing to secondary event causation.…”

An evaluative study of public property maintenance practices in a tertiary institution in Ghana

“…The literature underscored a number of factors to be considered and included in the maintenance of public property and facilities (Sani et al , 2012; Moseki et al , 2011; Chatzi et al , 2019; Kumar, 2006; Puķīte and Geipele, 2017; Lee and Scott, 2008; Sani et al , 2012). The findings from both the quantitative and qualitative data indicated that factors such as effective communication link with the users, managers and top management (RII = 0.67), and the competence of the maintenance team including the required skill sets (RII = 0.66) were highly important in maintenance activities.…”

“…Leadership, as well as top management support, is critical as both play a crucial role in driving the maintenance strategy of public institutions (Marquez, 2007; Jonsson, 2000; Sani et al , 2012). Communication and the free flow of information on maintenance work practices have been underscored in good maintenance practices (Sani et al , 2012; Chatzi et al , 2019). Moreover, the competence of the technical team and teamwork is vital for optimal task performance; regular training to improve the skills and knowledge of the team will increase their productivity (Alsyoul, 2006, 2009; Sani et al , 2012; Au-Yong et al , 2017).…”

The Role Of Leadership In Aviation Safety And Aircraft Airworthiness

“…A safety culture arises from individual employee and group or organizational beliefs, values, attitudes, competencies, and behavior regarding safety. An organization can be said to possess a robust safety culture when communications are based on mutual trust and sharing is deemed important for building safety measures [34]. The call for building safety culture originated from the nuclear energy industry and the aviation industry because these industries must learn how to manage risk consistently and systematically so as to avoid costly accidents.…”