Uma comunicação eficiente e crítica entre os tripulantes de cabine de uma aeronave decorre de influências externas e internas nas comunicações interpessoais. Os fatores externos englobam barreiras na comunicação, tais como a posição hierárquica, a idade, o sexo e a cultura organizacional, entre outros temas. Entre os fatores internos, pode-se destacar as habilidades para a escuta ativa e a tomada de decisão, bem como para a resolução de conflitos, a assertividade e a defesa da própria opinião. Em relação às técnicas de comunicação eficiente, correlacione as colunas abaixo e ao final assinale a opção que contenha a sequência correta para a Coluna II.

Os principais objetivos de uma lista de verificação (checklist) são promover uma estrutura sequencial de trabalho dentro da cabine, permitir a supervisão mútua dos tripulantes, estabelecer uma divisão de tarefas lógica e otimizada, integrar os tripulantes em um time unificado, conhecedor da configuração atual da aeronave, e prover uma ferramenta de controle de qualidade para os tripulantes. Em relação às listas de verificação (checklists), avalie os itens a seguir e escolha a opção correta.

I. Listas de verificação do tipo do-verify, do-response ou do-list são aquelas em que o método de execução das tarefas se assemelha a um livro de receitas, apresentando instruções passo a passo para que o piloto configure a aeronave. Este é o método mais atual e mais comum utilizado na aviação regular.

II. Listas de verificação do tipo challenge-do-verify, challenge-verification-response ou challenge-response são aquelas em que primeiramente os tripulantes configuram a aeronave de acordo com a memória, e após terminar a sequência de ações usam o checklist para verificar que todos os itens presentes na lista foram corretamente executados. Este tipo de lista elimina a redundância.

III. É recomendável que o operador estabeleça um ou mais procedimentos aceitáveis a serem utilizados no caso da interrupção de execução de um checklist, como, por exemplo, retomar a execução do início ou manter as mãos sobre o último sistema que foi verificado.

IV. Estudos recentes indicam que o desempenho dos tripulantes degrada-se enormemente na execução de mais de uma tarefa de cada vez. Portanto, os procedimentos apresentados devem ser preferencialmente sequenciais, com uma nova ação iniciando-se apenas após o término da ação que a precede.

Estão corretos os itens

Na administração do estresse e da distração, observa-se que diversos estressores contribuem para que o estresse ultrapasse uma quantidade ótima necessária ao funcionamento individual eficiente e ao desempenho de uma tarefa como a pilotagem de aeronaves. Em relação às fontes de estresse, correlacione as colunas abaixo e ao final assinale a opção que contenha a sequência correta para a Coluna II.

Read text and answer question.

The advantage

1 CARE Acquiring a new aircraft is already a complex enough process. Acquiring a pre-owned aircraft can be an even more challenging task. The industry has its fair share of brokers and experts all willing to offer you the best deal in town but, regrettably, once you have signed and the aircraft is delivered, they tend to vanish as they move onto the next deal. Our philosophy is very different. Every Embraer aircraft we lease has passed through our own Embraer facilities. Every aircraft is treated with a level of service and care that can only come from those who built them in the first place.

2 SUPPORT In choosing one of our pre-owned aircraft, all of our customers share a common goal: to ensure that the aircraft delivered perform seamlessly from day one and continue to perform for many years to come. In response to this, we offer the Lifetime Program by Embraer. This program represents a first in the industry and is the result of a very detailed review between ECC and Embraer on how best to support our customers. The Lifetime Program is unique to pre-owned Embraer aircraft and offers a wide range of services from startup through operation.

3 RELIABLE So when an ECC pre-owned aircraft is offered for delivery to its new home you can rest assured that it will provide many years of happy, reliable service. Our focus does not end there since we value the relationships we build with our customers. Our Lifetime Program is testament to this. This is a unique and new service from Embraer to support our used aircraft. We invite you to learn, in greater detail, how it will not only enhance your operation, but also keep your Chief Financial Officer happy. Transparency in costs and flexibility in adapting to your needs. It is our way of showing that every Embraer aircraft we offer has our seal of approval. Coming from the manufacturer, that’s no small thing.

Source: http://www.eccleasing.com/Pages/fator.aspx [slightly adapted]

The pronoun 'they' occurs twice in #1, referring to

Read text and answer question.

The advantage

1 CARE Acquiring a new aircraft is already a complex enough process. Acquiring a pre-owned aircraft can be an even more challenging task. The industry has its fair share of brokers and experts all willing to offer you the best deal in town but, regrettably, once you have signed and the aircraft is delivered, they tend to vanish as they move onto the next deal. Our philosophy is very different. Every Embraer aircraft we lease has passed through our own Embraer facilities. Every aircraft is treated with a level of service and care that can only come from those who built them in the first place.

2 SUPPORT In choosing one of our pre-owned aircraft, all of our customers share a common goal: to ensure that the aircraft delivered perform seamlessly from day one and continue to perform for many years to come. In response to this, we offer the Lifetime Program by Embraer. This program represents a first in the industry and is the result of a very detailed review between ECC and Embraer on how best to support our customers. The Lifetime Program is unique to pre-owned Embraer aircraft and offers a wide range of services from startup through operation.

3 RELIABLE So when an ECC pre-owned aircraft is offered for delivery to its new home you can rest assured that it will provide many years of happy, reliable service. Our focus does not end there since we value the relationships we build with our customers. Our Lifetime Program is testament to this. This is a unique and new service from Embraer to support our used aircraft. We invite you to learn, in greater detail, how it will not only enhance your operation, but also keep your Chief Financial Officer happy. Transparency in costs and flexibility in adapting to your needs. It is our way of showing that every Embraer aircraft we offer has our seal of approval. Coming from the manufacturer, that’s no small thing.

Source: http://www.eccleasing.com/Pages/fator.aspx [slightly adapted]

The word 'seamlessly' in #2 means

Read text and answer question.

The advantage

1 CARE Acquiring a new aircraft is already a complex enough process. Acquiring a pre-owned aircraft can be an even more challenging task. The industry has its fair share of brokers and experts all willing to offer you the best deal in town but, regrettably, once you have signed and the aircraft is delivered, they tend to vanish as they move onto the next deal. Our philosophy is very different. Every Embraer aircraft we lease has passed through our own Embraer facilities. Every aircraft is treated with a level of service and care that can only come from those who built them in the first place.

2 SUPPORT In choosing one of our pre-owned aircraft, all of our customers share a common goal: to ensure that the aircraft delivered perform seamlessly from day one and continue to perform for many years to come. In response to this, we offer the Lifetime Program by Embraer. This program represents a first in the industry and is the result of a very detailed review between ECC and Embraer on how best to support our customers. The Lifetime Program is unique to pre-owned Embraer aircraft and offers a wide range of services from startup through operation.

3 RELIABLE So when an ECC pre-owned aircraft is offered for delivery to its new home you can rest assured that it will provide many years of happy, reliable service. Our focus does not end there since we value the relationships we build with our customers. Our Lifetime Program is testament to this. This is a unique and new service from Embraer to support our used aircraft. We invite you to learn, in greater detail, how it will not only enhance your operation, but also keep your Chief Financial Officer happy. Transparency in costs and flexibility in adapting to your needs. It is our way of showing that every Embraer aircraft we offer has our seal of approval. Coming from the manufacturer, that’s no small thing.

Source: http://www.eccleasing.com/Pages/fator.aspx [slightly adapted]

The 'unique and new service' referred to in #3 is