PSSR Chapter 3, Maritime Training, PDF

ED 2012/ REV. 0 CHAPTER- 3 UNDERSTANDING ORDERS PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / ETHIOPIA MARITIME TRAINING INSTITUTE Slide No. 1 of 28...

ED 2012/ REV. 0 CHAPTER- 3 UNDERSTANDING ORDERS PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / ETHIOPIA MARITIME TRAINING INSTITUTE Slide No. 1 of 28 CHAPTER-3  ED 2012/ REV. 0 VERBAL COMMUNICATION Verbal communication is an interactive process requiring two basic skills: – Transmitting information and – Obtaining feedback. ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 2 of 28 CHAPTER-4  ED 2012/ REV. 0 NON-VERBAL COMMUNICATION Non-verbal communication / Silent language has many forms, the most widely recognized being body language. This form includes facial expressions, what people do with their eyes, feet hand and posture etc. – Body movements – Vocal qualities – Behavior – Speed – Loudness – Pitch ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 3 of 28 CHAPTER-4  ED 2012/ REV. 0 SPEED FAST SPEECH SLOW SPEECH It indicates the emotional state Indicator of emotional state of the speaker and can reflect such as low spirits, tiredness anger, anxiety or excitement or depression. and state of arousal. Indicates a degree of caution, It can be a source of irritation defensiveness or a lack of which can be misinterpreted. confidence. It can be interpreted as a lack It indicates lack of clarity of of interest in the conversation what is being said. or the person with whom you are conversing. 4 ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 4 of 28 CHAPTER-4  ED 2012/ REV. 0 LOUDNESS QUIET SPEECH LOUD SPEECH INDICATES INDICATES A Lack of confidence or An aggressive or assertiveness domineering attitude. Doubt the value or validity of what is being A lack of sensitivity. communicated Fear or anxiety Fear or anxiety. A reluctance to engage Anger or disapproval. with the other party. 5 ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 5 of 28 CHAPTER-4  ED 2012/ REV. 0 ATTITUDE Listening attitude Transmitting attitude -Empathic (+ve) -Clarity of goal (+ve) -Sympathetic (+ve) -Clear & descriptive (+ve) -Attentive (+ve) -Empathic (+ve) -Hostile (-ve) -Sarcastic (-ve) -Sceptic (-ve) -Corrective (+ve) -Reflective (+ve) -Hostile (-ve) -Indifferent (-ve) -Defiant (-ve) -Rejective (-ve) -Defensive (-ve) -Biased (-ve) -Accepting (+ve) -Filtered (-ve) -Respecting (+ve) -Blocked (-ve) -Honesty (+ve) -Prejudiced 6 ETHIOPIA MARITIME TRAINING INSTITUTE (-ve) -Sympathetic PERSONAL SAFETY (+ve) & SOCIAL RESPONSIBILITIES / Slide No. 6 of 28 CHAPTER-4  ED 2012/ REV. 0 EFFECTIVE COMMUNICATION – Effective Transmission and Listening – Effective Feedback – Two-way communication – Emphasis on face to face communication – Consistency between Verbal and Non- verbal behavior – Communication should be direct ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 7 of 28 CHAPTER-4  ED 2012/ REV. 0 EFFECTIVE VS INEFFECTIVE FEEDBACK Effective feedback Ineffective feedback Intend to help the Intended to belittle the employee employee Are specific Are general Are descriptive Are evaluative Are useful Are inappropriate Are timely Is untimely Is considered Makes the employee important defensive Is clear Is not understandable Is valid Is inaccurate 8 ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 8 of 28 CHAPTER-4  ED 2012/ REV. 0 CAPTAIN’S NOTE TO CHIEF OFFICER “Early tomorrow morning there will be a total solar eclipse at 0900 hrs. This is something that cannot be seen everyday. So let the crew line up in their best clothes in order that they may see it to mark this rare phenomenon. I will myself explain it to them. If it is raining we will not be able to see it clearly. In that case crew should gather in the Messroom”. PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / 9 ETHIOPIA MARITIME TRAINING INSTITUTE Slide No. 9 of 28 CHAPTER-4  ED 2012/ REV. 0 CHIEF OFFICER’S NOTE TO SECOND OFFICER “On Captain's order there will be a total solar eclipse early tomorrow at 0900 hrs. If it is raining we will not be able to see it clearly from deck in our best clothes. In that case sun disappearance will be fully observed in the Messroom. This is something which does not happen everyday”. PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / 10 ETHIOPIA MARITIME TRAINING INSTITUTE Slide No. 10 of 28 CHAPTER-4  ED 2012/ REV. 0 SECOND OFFICER’S NOTE TO THIRD OFFICER “On Captain’s order we shall fully observe in our best of clothes the sun disappear in the messroom at 0900 hrs, the Captain will tell us if it is going to rain. This is something that does not happen everyday”. PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / 11 ETHIOPIA MARITIME TRAINING INSTITUTE Slide No. 11 of 28 CHAPTER-4  ED 2012/ REV. 0 THIRD OFFICER'S NOTE TO BOSUN “It is raining in the messroom early tomorrow which is something which does not happen everyday. The Captain in his best clothes will disappear at 0900 hrs”. PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / 12 ETHIOPIA MARITIME TRAINING INSTITUTE Slide No. 12 of 28 CHAPTER-4  ED 2012/ REV. 0 BOSUN’S NOTE TO CREW “Early tomorrow at 0900 hr. the Captain will disappear. It is pity that does not happen everyday”. PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / 13 ETHIOPIA MARITIME TRAINING INSTITUTE Slide No. 13 of 28 CHAPTER-4  ED 2012/ REV. 0 BEHAVIOUR The following behavior are associated with effective communication skills: – Eye contact. – Exhibit affirmative head nods and appropriate facial expression. – Avoid distractive actions. – Ask questions. – Paraphrase. – Avoid interrupting the speaker. – Don’t overtake. – Make smooth transition between the roles of speaker and listener. ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 14 of 28 CHAPTER-4  ED 2012/ REV. 0 BARRIERS TO EFFECTIVE COMMUNICATION – Cross Cultural communication – Prejudices \ biases – Stereotypical behavior – The Blocked mind – Differences in status of communicators – Filtering of Information ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 15 of 28 CHAPTER-4  ED 2012/ REV. 0 COMMUNICATION IMPROVEMENT Step #1: Think it through first. Step #2: See it from the other side Step #3: How should you word it? Step #4: Look for the common ground and build on it Step #5: Tell what you do want (not what you don’t want) Step #6: Get more of what you want through praise Step #7: Distinguish facts from opinions. ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 16 of 28 CHAPTER-4  ED 2012/ REV. 0 COMMUNICATION IMPROVEMENT Step #8: Ask, don’t tell Step #9: Build the self-esteem of everyone around you. Step #10: Share your vision and help others achieve goal ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 17 of 28 CHAPTER-4  ED 2012/ REV. 0 INTRODUCTION TO ANALYSING TRANSACTIONS Anytime a person recognizes another with a smile, a nod, a frown, a verbal greeting etc., this recognition in Transaction Analysis language is called stroke. Two or more strokes make a transaction. All transactions can he classified as: – Complimentary Transactions – Crossed Transactions – Ulterior Transactions ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 18 of 28 CHAPTER-4  ED 2012/ REV. 0 STROKING The lack of sufficient strokes always has a detrimental effect on people. Although either negative or positive strokes may stimulate an infant’s body, if takes positive strokes to develop emotionally healthy persons with a sense of “OK- ness”. Positive strokes range in value from the minimal maintenance of a “hello” to the depth encounter of intimacy. ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 19 of 28 CHAPTER-4  ED 2012/ REV. 0 NEGATIVE STROKING PHYSICAL : Hitting, Slapping, Pushing, Walking Away, Grabbling Snubbing VERBAL: Accusing, Belittling, Shouting, Criticizing, Blaming, Judgmental, Sarcastic, Abusing. NON-VERBAL: Turning Back On The Person, Looking Through, Uptight Facial Expression, Shiftness, Distant, Insensitive, Imposing, Non-responsive. ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 20 of 28 CHAPTER-4  ED 2012/ REV. 0 POSITIVE STROKING PHYSICAL: Feeding, Touching, Caressing, Hugging, Kissing, Urturing, Patting, Maintaining Eye-contact, Loving Etc. VERBAL: Appreciating, Responding, Encouraging, Supporting, Praising, Empathetic Talking Etc. NON-VERBAL: Smiling, Nodding, Attentive, Listening Etc. ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 21 of 28 CHAPTER-4  ED 2012/ REV. 0 EGO STATES – CHILD EGO STATE – ADULT EGO STATE – PARENT EGO STATE ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 22 of 28 CHAPTER-4  ED 2012/ REV. 0 TRANSACTIONS Adult Adult Adult Uncontaminated Contaminated By Contaminated By Contaminated Adult Parent Child By Both P P P P A A A A C C C C ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 23 of 28 CHAPTER-4  ED 2012/ REV. 0 LIFE POSITIONS I am OK – You are OK I am OK – You are not OK I am not OK – You are OK I am not OK – You are not OK ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 24 of 28 CHAPTER-4  ED 2012/ REV. 0 IDENTIFYING THE FOUR OK ATTITUDES The Master has just discovered that the 2/O has misplaced some important document that had to get immediately faxed to the company. Response: “What do you mean, you can’t locate those papers? Can’t you keep a track of anything you are actually responsible for. You juniors are so casual and careless these days?” Position: ______________________________ ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 25 of 28 CHAPTER-4  ED 2012/ REV. 0 IDENTIFYING THE FOUR OK ATTITUDES In a weekly safety meeting, the 2/O and the 3/E are talking loudly to each other, while the C/O and the 2/E are trying summarizing the alternatives to the problems that the crew is facing. The C/O says: “I’m really sorry but, I can’t gather what either of you, are saying. Do you think you could talk a little bit softer?” Position: ________________________________ ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 26 of 28 CHAPTER-4  ED 2012/ REV. 0 IDENTIFYING THE FOUR OK ATTITUDES The C/E with a load of work scheduled to get out by the end of the week is asked by the Master, to take on two extra projects “as a favour to him” because of the quality of work delivered by him” Response: “You probably aren’t aware that I presently have a heavy work load and deadlines at the moment. I wouldn't be able to meet my deadlines and get your work out, too. What would you like me to do?” Position: ________________________________ ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 27 of 28 CHAPTER-4  ED 2012/ REV. 0 IDENTIFYING THE FOUR OK ATTITUDES The C/O has just explained a task for the third time to a deck cadet, who has been on-board ship for over a year. Response “He says” You’re hopeless. Damn it! You just can’t get things the right way” Position:_______________________________ ETHIOPIA MARITIME TRAINING INSTITUTE PERSONAL SAFETY & SOCIAL RESPONSIBILITIES / Slide No. 28 of 28 CHAPTER-4