This is an interesting exchange between an Etihad Airways pilot (a non-native speaker of English) and a U.S. controller (a native speaker). Some thoughts: 1) The pilot appears to have a level of English which easily meets the ICAO Language Proficiency Requirements 2) This is a very routine situation; nevertheless communication breaks down and the pilot files a report. If there had been a non-routine / emergency situation I wonder what would have happened (our ability to communicate effectively reduces during times of stress) 3) When the pilot does not provide the information the controller wants, the controller simply repeats the same question (but more loudly) 4) As a native English speaker myself, I am embarrassed by the controller saying "You're not listening to what I'm telling you!”. This is not helpful at all. 5) Why does the controller use the present simple tense ("do you enter") when he’s referring to a future action? 6) The controller says “That's what I needed to get out of you”. This is unnecessarily complicated language for an ESL speaker to understand. “We talked like 6 times” ….the word ’like’ is unhelpful. 7) Presumably, confidence and trust were degraded and prejudices were fuelled for future interactions It seems an obvious question, but surely native English speaking aviators would benefit from appropriate training to improve their empathy and ability to communicate safely and clearly with non-native speakers? FOLLOW UP: Here are some additional thoughts: 1) I believe the question “What taxiway do you enter the ramp?" is the key to this misunderstanding. For some reason the controller uses the present simple tense (“do you enter?”) We usually use the present simple tense: • For habits: Do you smoke? • For repeated actions: Do you drive to work? As a native English speaker “What taxiway do you enter the ramp?" does not make much sense to me (unless this is something I do all the time). If the controller was referring to a future action, I would have expected “will you enter?” or “are you going to enter?” With this in mind, I believe the pilot understood the question as: "What taxiway are you entering the ramp?" (now, at this time.) This is why he replied: "Okay sir, we just exit the runway and we are holding short of Foxtrot and 22R." The pilot was trying to tell the controller that, at this time, he was not entering the ramp. The pilot understood the controller’s words but not the intended meaning. 2) After that the situation went from bad to worse. The controller lacked the empathy and skills to resolve the misunderstanding. He repeated the same question with exactly the same words and in his frustration said: "You’re not listening to what I’m asking you.” This is very unhelpful on many levels. 3) The controller also said: “OK, but if I gotta talk to you 6 times and I got other people I gotta talk to, and you don’t understand what I’m sayin’ …” The controller blames the pilot for the communication breakdown. The reality of course is that both parties share responsibility. The pilot tries to make this point when he says: (I may not understand what you’re saying but) “You don’t understand what I’m saying”. Some native English speakers (like this JFK controller) seem to have the attitude: “English is my first language. If you don’t understand me it’s not my problem. You need to improve your English.” This is not only incorrect; it is also potentially dangerous. CONCLUSIONS: 1. This type of communication breakdown between a native and a non-native English speaker is not an isolated case and it can compromise safety. We asked 550 ESL-speaking pilots and controllers from 82 countries: 'Do you think that aviation SAFETY is reduced because of the way native-speakers use English?' 79% of the aviation specialists answered 'Yes, sometimes.' 2. Non-native speakers need to continue improving their English. ICAO Level 4 is the minimum standard. Where practical, aim higher. 3. Native English speakers need to: • Become more empathetic to the challenges faced by non-native speakers. Working in another language is difficult. Working in another language in a safety-critical industry like aviation is VERY difficult. • Learn techniques to resolve misunderstandings with non-native speakers. • Improve their RTF technique - stick to standard phraseology wherever possible, slow down, speak clearly, pause, keep messages short, etc. Do you agree? (Are you agreeing? Will you agree?)

COMMUNICATION BREAKDOWN