如何維持最安全的飛行，一直以來是航空相關單位最重視的課題之一，而人為因素著實為影響飛航安全之主因，本研究便為探討與人為因素息息相關之前後艙溝通問題。早期航空運輸探討溝通這項課題，大多著重於駕駛艙內的駕駛員相互溝通問題，一直到1990年代之後，客艙組員與駕駛員之溝通才逐漸受到各界重視，相關研究也指出，客艙組員與駕駛員之溝通問題，對飛航安全可能造成的潛在危機。

　　然國內少有文獻探討客艙組員與駕駛員溝通協調的相關議題，本研究便以駕駛員與客艙組員之口語溝通作為討論主軸，並以個案航空公司之客艙組員與駕駛員作為研究對象，進行問卷調查。本研究利用因素分析找出影響客艙組員與駕駛員有效溝通之因素，並瞭解客艙組員與駕駛員對這些因素之認知是否具差異性。其次，探討各因素與客艙組員及駕駛員溝通品質之關聯性，最後探討溝通品質與飛安間互動關係，以提供實務界做為參考，增進飛航安全。

　　本研究經由因素分析萃取出影響客艙組員與駕駛員溝通品質之因素，分別為「靜默駕駛艙認知」、「客艙組員能力」、「低權力差距」、「相同組員同機執勤」、「客艙組員狀況警覺」、「聯合訓練與內容」、「客艙組員主動溝通」等七項因素。經由T檢定發現，客艙組員與駕駛員對於各因素構面具有認知差異，故本研究分別對兩群體進行複迴歸分析。

　　研究結果發現，對客艙組員而言，上述七項因素均會影響兩者之溝通品質；而對駕駛員而言，僅靜默駕駛艙認知、客艙組員能力、低權力差距、客艙組員主動溝通等四項因素會影響兩者之溝通品質，且兩者皆認為溝通品質對飛航安全有正向影響。由此可知，可藉由改善各影響因素，如：加強客艙組員能力、強化兩者對靜默駕駛艙規範的瞭解等，以增進客艙組員與駕駛員之溝通品質，並間接提升飛航安全。

　　How to maintain flight safety is one of the most important issues in the air transportation industry. As a human factor, cockpit-cabin communication may affect flight safety.

　　Few studies have addressed this issue in the context of airline safety. The study first examines the factors which affect the effective communications between cabin crew and pilots using the data collected from cabin crew and pilots. The study then investigates communication quality between cabin crews and pilots and explores the relationships between communication quality and safety hazards. Finally, the study provides some managerial implications and suggestions.

　　The study uses factor analysis to extract seven important factors, including the understanding of the sterile cockpit rule, cabin crew’s abilities, low power distances, crew pairings, situational awareness, joint training and active communication.

　　The study finds that in cabin crew’s opinions, all of seven factors affect communication quality. As for pilots’ opinions, only four factors affect communication quality, such as the understanding of the sterile cockpit rule, cabin crew’s abilities, low power distances and active communication. The study finds that communication quality does affect safety hazards. The result of the study suggests that if those seven factors can be improved, a better communication quality can be achieved, thus reducing the flight safety risk.

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三、網站資料

客艙安全檢查員手冊，交通部民用航空局網站：http://www.caa.gov.tw

交通部民用航空局飛安公告網站：http://www.caa.gov.tw/big5/content/index.asp?sno=67