Read the following information from a transport control room. During an evacuation drill, the controller gives an instruction over a loudspeaker, then asks ...
Question 1 Report
Read the following information from a transport control room. During an evacuation drill, the controller gives an instruction over a loudspeaker, then asks platform staff to repeat it through radio sets. The researcher records errors in the repeated message.
(a) Outline the process of encoding in this situation. [2]
(b) Explain two reasons why the repeated radio message may differ from the original instruction. [4]
(c) Use your knowledge of communication to suggest two improvements to reduce message errors. [3]
Answer Details
(a) The controller selects the intended information [1]; and turns it into spoken words over the loudspeaker [1] (b) Any two reasons explained: loud noise may prevent staff hearing all words [1]; radio interference may distort the signal [1]; limited attention under stress may lead to missed information [1]; staff may interpret an ambiguous phrase differently [1] (c) Any three: use short unambiguous phrases [1]; require staff to repeat back key details [1]; give written/displayed instructions as well as speech [1]; use standardised codes [1]
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