Ergonomics 2 - Topic 3: Emotions and Related Cognitive Theories (1st Sem - AY 2023-2024) PDF

Topic 3: Emotions and Related Cognitive Theories Ergonomics 2 1st Sem - A.Y. 2023 - 2024 Engr. Anna May Angeles Emotions ➔ According to the American Psychological Association (APA), emotion is defined as “a...

Topic 3: Emotions and Related Cognitive Theories Ergonomics 2 1st Sem - A.Y. 2023 - 2024 Engr. Anna May Angeles Emotions ➔ According to the American Psychological Association (APA), emotion is defined as “a complex reaction pattern, involving experiential, behavioral and physiological elements.” Three Components of Emotion 1. Subjective Experience 2. Physiological Response 3. Behavioral or Expressive Response Variety of Emotions a. Positive human emotions - Positive emotions that lead one to feel good about one’s self will lead to an emotionally happy and satisfied result. - Some of the positive emotions are Hopeful, Confident, Peaceful b. Negative human emotions - Negative emotions sap your energy and undermine your effectiveness. In the negative emotional state, you find the lack of desire to do anything. - Some of the negative emotions are Exhausted, Panic, Obnoxious (unpleasant) Cognition Theories of Emotion a. Emotional Design Model. Emotional design is the concept of how to create designs that evoke emotions which result in positive user experiences. Designers aim to reach users on three cognitive levels Visceral—Users’ gut reactions to or their first impressions of your design; Behavioral—Users subconsciously evaluate how your design helps them achieve goals, and how easily. Reflective—After they encounter your design, users will consciously judge its performance and benefits, including value for money Three levels of processing in the brain Visceral Appearance, touch and feel Behavioral Function, performance, usability, and simplicity Reflective Self-image, personal satisfaction, memories  b. Pleasure Model. This model was proposed by Create long-lasting holes in defenses (e.g., Patrick W. Jordan (2000). This alternative affective design deficiencies, untrustworthy alarms, model focuses more on pleasurable aspects of our unworkable procedures interactions with products. This model considers all of the potential benefits that a product can Why do Errors happen? deliver. Based on the framework of Lionel Tiger (1992) about pleasure, the pleasure model proposes Person approach four conceptually distinct types of pleasure. These ➔ Blame the individual for forgetfulness, are: inattention, weakness ➔ Physio-pleasure - related with bodily aspects ➔ Countermeasures: write another procedure, which are connected to sensory experiences disciplinary measures, threat of litigation, ➔ Socio-pleasure - refers to the enjoyments retrain, shame. derived from relationships with others. ➔ Psycho-pleasure - associated with cognitive System approach and emotional reactions ➔ Multiple faults that occur together in an ➔ Ideo-pleasure - refers to people’s values unanticipated interaction create a chain of events in which faults grow and evolve. ➔ Countermeasures: based on assumption that though we cannot change the human condition,we can change the conditions under which humans work (e.g., system defenses) c. Basic Model of Product Appraisal Process. A model of product appraisal process was developed by Desmet and his coworkers (Desmet, 2002, Desmet and Hekkert, 2002). According to this model, product appraisal depends on product attributes and the judgment of product design against a concern; and, the appraisal leads to emotion. A theory of human error d. Kansei Engineering (KE) was established by Mitsuo (distilled from J. Reason, Human Error, 1990) Nagamachi. ‘Kansei’ is the Japanese word that covers several English meanings such as Preliminaries: the three stages of cognitive processing sensitivity, sense, sensibility, feeling, aesthetics, for tasks emotion, affection, and intuition 1. Planning. a goal is identified and a sequence of actions is selected to reach the goal Human Errors 2. Storage. the selected plan is stored in memory until it is appropriate to carry it out Errors - Failure of a planned action to be completed as 3. Execution. the plan is implemented by the intended (error of execution) or use of a wrong plan to process of carrying out the actions specified by achieve an aim (error of planning) the plan Active failures Each cognitive stage has an associated form of error - Occur at the level of the frontline operator - slips: execution stage - Effects are felt almost immediately. » incorrect execution of a planned action » example: miskeyed command Latent conditions - Tend to be removed from the direct operator - lapses: storage stage control » incorrect omission of a stored, planned action - Result in two kinds of adverse events: » examples: skipping a step on a checklist, forgetting to restore normal valve settings after Error provoking conditions within the local maintenance workplace (e.g., time pressure, understaffing, inadequate equipment, fatigue, inexperience) - mistakes: planning stage » the plan is not suitable for achieving the desired goal Slips and lapses occur when: ➔ the task is very familiar and requires little thought; ➔ people confuse two similar tasks; ➔ tasks are too complicated and long-winded; ➔ the main part is done but the finer details are missed; ➔ there are distractions and interruptions How to reduce slips and lapses: ➔ make all workers aware that slips and lapses do happen; ➔ use checklists to help confirm that all actions have been completed; ➔ include in your procedures the setting out of equipment, site layout and methods of work to ensure there is a logical sequence; ➔ make sure checks are in place for complicated tasks; and ➔ try to ensure distractions and interruptions are minimized Mistakes Why do mistakes occur? ➔ Doing too many things at the same time. ➔ Doing too many complex tasks at once. ➔ Time pressures. Factors which contribute to people making mistakes ➔ The work environment ➔ Extreme task demands ➔ Social issues ➔ Individual stressors ➔ Equipment problems ➔ Organizational issues Origins of error: the GEMS model GEMS: Generic Error-Modeling System ➔ an attempt to understand the origins of human error GEMS identifies three levels of cognitive task processing: a. skill-based: familiar, automatic procedural tasks b. rule-based: tasks approached by Addressing human error pattern-matching from a set of internal problem-solving rules General approach: error-tolerance rather than c. knowledge-based: tasks approached by error-avoidance reasoning from first principles ➔ “It is now widely held among human reliability specialists that the most productive strategy for dealing with active errors is to focus upon controlling their consequences rather than upon striving for their elimination.” (Reason, p. 246) Building robustness to human error Discover and correct latent errors ➔ must overcome human nature to wait until emergency to respond Increase system visibility f. Questioning Attitude ➔ don’t hide complexity behind automated - Stop, look, and listen – proactively search for mechanisms uncertain or unfamiliar situation - Gather information – ask questions... don’t Take errors into account in operator training assume ➔ include error scenarios ➔ promote exploratory trial & error approaches g. Stop When Unsure ➔ emphasize positive side of errors: learning from - If you have a feeling that something is not right mistakes – STOP! - If you are not sure of the course of action of the Reduce opportunities for error (Don Norman): outcome of your actions – STOP! ➔ get good conceptual model to user by consistent design Feedback and Reinforcement ➔ design tasks to match human limits: working ➔ People achieve high levels of performance based memory, problem solving abilities largely on the encouragement and reinforcement ➔ make visible what the options are, and what are the received from leaders and peers. consequences of actions ➔ exploit natural mappings: between intentions and SUMMARY possible actions, actual state and what is perceived, Humans are critical to system dependability ➔ design for errors. Assume their occurrence. Plan for - human error is the single largest cause of failures error recovery. Make it easy to reverse actions and make it hard to perform irreversible ones. Human error is inescapable: “to err is human” ➔ when all else fails, standardize: ease of use more - yet we blame the operator instead of fixing systems important, only standardize as last resort Human error comes in many forms Error Prevention Tools - mistakes, slips, lapses at KB/RB/SB levels of a. Job Hazard Assessment/Pre-Job Brief operation - Identify existing and potential job site hazards - but is nearly always detectable - Identify how hazards will be addressed - Discussion with all job participants to ensure Best way to address human error is tolerance mutual understanding and to ensure all - through mechanisms like undo questions and concerns are addressed - Pre-Job Brief shall cover at least the following subjects: - hazards associated with the job - work procedures involved - special precautions - energy source controls - PPE requirements - questions b. Self Checking (STAR) STOP – Is my attention focused on the task? THINK – What action am I about to perform? ACT – Am I performing correctly? REVIEW – Did I get the expected results? c. Peer Checking - A “second set of eyes” to detect and prevent errors. - To be used when performing critical work prior to taking action. d. 3 Legged communication - Used during the execution of critical steps to formalize communication. - Repeat-back should be used when speaking with Operating entities. - Ensures mutual understanding e. Situational Awareness - Continual assessment of surroundings - Recognize changes in job scope/conditions - Recognizing changes in behavior