SAFE 6002 Communication and Safety PDF

Course Module Worker Safety Communication and Safety SAFE 6002 027-51-18-04 G760097 MacPhail School of Energy Revised: June 2011 2...

Course Module Worker Safety Communication and Safety SAFE 6002 027-51-18-04 G760097 MacPhail School of Energy Revised: June 2011 2 FURTHER YOUR PASSION www.sait.ca Communication and Safety Learning Outcome When you complete this module, you will be able to… Explain how effective communication contributes to safety in the workplace. Learning Objectives Here is what you will be able to do when you complete each objective: 1. Discuss the role that effective communication plays in a safety program. 2. Describe the factors that promote and the factors that hinder effective communication. 3. Discuss the various methods of safety communication. Introduction COMMUNICATION Effective communication is essential to workplace safety. This module discusses the importance of good communication and the ways by which it can be achieved. The process of communication will be examined, including how information flows and the barriers that often interfere with effective communication. Practical application of the theory of communication will also be explored so that you may learn the importance of applying good communication skills in the workplace. Note: All jurisdictions in Canada have the same or similar legislation concerning health and safety. In this course, the Alberta Act, Regulation, and Code are used as primary references. You are encouraged to refer to the relevant local documents for other Canadian provinces or territory. 1 SAFE 6002  OBJECTIVE ONE When you complete this objective, you will be able to… Discuss the role that effective communication plays in a safety program. Learning Material IMPORTANCE OF COMMUNICATING EFFECTIVELY When someone is injured in the workplace or in the home or comes close to being injured, it is often because of the way the job was performed. Safety problems on the job may include:  A task that was not done when it should have been.  A task that was done when it should not have been.  A task that was done in a way that was different from what it should have been. In these situations, it is not uncommon to hear:  I didn't understand!  Nobody told me!  I didn't know! While it may be tempting to dismiss a worker's explanation of "I didn't know!" as merely an excuse for poor performance, it could well be that they really did not understand what was expected of them. Poor communication can lead to accident and/or injury. Effective communication is one of the most important factors in preventing accidents and making a workplace safe. 2 SAFE 6002 Senders and Receivers It takes two to communicate:  The person who sends the message.  The person receives it. To communicate effectively, both the sender and receiver need strong verbal and non-verbal communication skills. Perception Checking Communication often fails when those delivering a message or instruction assume that because they understand the content, everyone else should, and will too. However, the message might not be that clear to those on the receiving end. Unless the sender checks with the receiver to confirm whether the message has been understood in the way intended, miscommunication can easily occur. Following up messages is a valuable communication skill, often referred to as perception checking. Perception checking can be as simple as senders asking receivers to summarize or paraphrase their understanding of the message. Personal Filters Another common communication problem occurs when those on the receiving end hear only the information they want to hear. People usually process incoming information through a sort of internal filter before they act on it. Our personal filters can dramatically change the way we understand the meaning or intention of messages. There is a very real difference between hearing and listening. Active Listening Listening involves actively paying attention to the messages of others and showing you understand them by asking questions to clarify the meaning or by paraphrasing the message to see if you got it right. Hearing, by comparison, is the ability to perceive sounds (not necessarily meanings). Listening is the most indispensable of all the communication skills. When people stop listening communication breaks down. COMMUNICATION AND SAFETY The ability to support others in performing their jobs safely depends largely on the individual's ability to clearly communicate messages and to assess whether messages have been correctly received and understood. Effective communication is vital to the safety and success of any project or relationship whether inside or outside the workplace. People will do their jobs more successfully if the expectations are clearly communicated. When expectations are communicated poorly or not at all, don't be surprised or disappointed if the results are unsatisfactory. 3 SAFE 6002  OBJECTIVE TWO When you complete this objective, you will be able to… Describe the factors that promote and the factors that hinder effective communication. Learning Material THE COMMUNICATION PROCESS The process of communication involves more than someone talking and someone else listening. The following three steps are involved in achieving effective communication: 1. Content: Senders of messages first need to know what they want to say (content) and how to say it (logical presentation of the information). 2. Delivery: Good communicators/senders are conscious of their body language and make an effort to match the non-verbal and verbal parts of their messages. 3. Listening/understanding: Good receivers actively listen to the words and the tone of the message, as well as watch the sender's non-verbal body language to fully understand the message. Note: Communication involves a number of steps (outlined above) which are not always directly obvious to the participants. We will explore this dynamic next. Verbal and Non-Verbal Skills Communication involves verbal and non-verbal skills; these skills effect how a message is sent and received. Good verbal and non-verbal skills are very important in communicating effectively. 4 SAFE 6002 For example: A hockey player is giving a speech in front of an audience of enthusiastic hockey fans about how exciting it is to play on a winning hockey team. But he delivers the speech in a monotone with his eyes fixed on some distant, faraway place. The people in the audience are left wondering about just how excited the speaker is about winning. Encoding Messages We often unconsciously encode the messages we send. We do this by adding our own personal biases, changing emphasis through tone or body language and by mixing messages. For example: A manager tells his employees that the company has a poor driving record, that he believes safe driving is important and that he wants all employees to make a conscientious effort to improve their driving habits. However, as he delivers this message, he undermines it by diverting attention to the installation of a new piece of equipment and joking about arguments he has had with the safety manager about how fast is too fast. He also lets slip that he was charged with careless driving on his way home from work. The employees can't be blamed for getting a mixed message about safety, driving and the manager's own commitment to safe practices. Layers and Filters There are times when a message gets filtered through a number of supervisory layers before it gets to the person who is supposed to hear it. Messages can be affected, and the information even misconstrued if too many people add their personal interpretations to it. Communicating messages in a clear, direct and timely manner is an important strategy in reaching employees and in encouraging them to follow through with the appropriate responses. When messages are received, they are also filtered by those hearing them not just those delivering them. Receivers or listeners usually ask themselves whether the person giving the message:  Knows what she or he is talking about.  Has the right to send the message, based on the sender's past performance. Receivers will often note how others (e.g., colleagues) respond to the message and then interpret the message, based on what they think about the sender and others' responses. What people hear is often what they decide they want to hear. 5 SAFE 6002  Sending and Receiving As senders, it is important to test how your message is received and whether it has been understood. If there is a problem or miscommunication, it is important to immediately clear up any misunderstandings in order to communicate effectively. Always ask for feedback to ensure that the receivers have heard and understood the message before assuming they will respond in the way you require. For example, senders can ask: "From what we have talked about today, what is your understanding of..." As receivers, it is equally important to offer feedback to ensure that the message has been clearly understood. Ask clarifying questions such as, "I thought I heard you say..." or "Could you explain...?" As receivers it is also important to refrain from allowing personal beliefs to get in the way of receiving and understanding messages accurately. You may disagree with the message but to effectively discuss issues, it is critical to have a full and complete understanding of the message. 6 SAFE 6002 OBJECTIVE THREE When you complete this objective, you will be able to… Discuss the various methods of safety communication. Learning Material APPLYING WHAT WE HAVE LEARNED There are different ways to communicate safety messages to staff in the workplace. In this section we will review some of the main ones used in industry, both written and verbal. Hazard Assessments Written hazard assessments are a requirement under Alberta's Occupational Health and Safety Code. This is a written document that identifies the health and safety hazards at the worksite. Where it is reasonable, workers should be involved in the development of these assessments. Depending on your worksite, you may be asked to participate in the identification of hazards and methods of controlling them. Hazard assessments must be communicated to all workers who are affected. They must be updated anytime there are changes to the worksite, the work activities or job duties. Hazard assessments may be communicated through a variety of means, including:  Safety meetings  Posters at the worksite  Toolbox/pre-job meetings  Safe work permits 7 SAFE 6002  Safety Meetings Safety meetings are among the most commonly used methods of communication. They can be very effective if conducted properly. Here are some guidelines:  State the purpose and agenda for each meeting and allow for meaningful discussion.  Encourage direct participation of all attendees; it is critical to the success of the meeting.  Always ask for input from those in attendance and take their comments seriously.  Safety meetings should not become forums for anyone to grind an axe, complain, or indulge in other unproductive behaviours.  Set a theme for the meeting that is of interest to the majority and encourages discussion. The intent of the safety meeting can be to provide learning, discuss work practices or plan for the longer term.  Avoid reading directly from incident reports. Instead, summarize the key points, the root causes and the recommendations contained in the report so that all may learn from it.  Ensure that minutes are taken at these meetings. Minutes allow for the follow up of items and recommendations.  For every action item identified in the meeting minutes, ensure that a person is assigned responsibility for each item and include a completion date. Keep records of corrective actions and track them to ensure that items are completed within the time frame given. If there are reasons for not completing the actions on time, document the new time frame for completion and carry it forward for future tracking. Pre- and Post-Job Meetings One of the most effective ways to positively influence a safe workplace is through pre- and post-job meetings. A pre-job meeting provides an ideal opportunity for clearly articulating the following:  Job expectations  Responsibilities of each individual  Details of the work plan (who does what, when, where, and how) A post-job meeting provides an opportunity for:  Reviewing the job or the progress made  Noting any issues or incidents that have arisen  Adjusting procedures where necessary 8 SAFE 6002 Safety Alerts Many safety associations in Alberta have websites with information about safety topics related to specific industries such as the Safety Association for Canada's Upstream Oil and Gas Industry (Enform). Industry companies, for example, will issue a safety alert when an incident occurs on their worksite that could impact activities at other worksites. These safety alerts are posted on Enform's website at Enform.ca. You can register online to receive safety alerts which will be automatically sent to your e-mail address. This is one method of alerting industry- associated employers about any incidents so they can take steps to ensure their workplace is protected. These safety alerts will sometimes be included in the safety meetings or may be posted on safety bulletin boards. Toolbox/Tailgate Meetings These meetings are usually held for the crew working on the same task that day. In the meeting, the job is explained – what the job is, how it will be done and who is responsible for completing what tasks. Any associated job hazards are identified and their control measures will be assigned. Workers may be required to sign the meeting minutes. Safe Work Permits The employer's responsibility to all employees, under law, is to ensure that all employees on the work site are aware of:  Job hazards  Control methods that are in place (for example, safe work procedures)  Protective equipment required for the job Safe work permits are a common way to communicate this information. In order for safe work permits to be effective, both the employer and employee need to share responsibilities, as follows:  The employer is responsible for providing a safe workplace.  The employee (or contractor) is responsible for maintaining a safe workplace. Permits should never replace effective verbal communication that clearly describes the job hazards, the hazard control methods, protective equipment required and the safety procedures. 9 SAFE 6002  Posters Research has shown that posters and brochures alone are the least effective way to communicate. If your safety program consists only of posters or brochures, you will have difficulty improving performance. In order to have any impact, the messages conveyed by posters must match and clearly support other activities that promote safety. 10 SAFE 6002 Self Check Quiz 1. Which of the following is not a communication problem? a. The sender assumes that she or he is understood because she or he understands the message. b. The receiver only hears what he or she wants to hear. c. The sender fails to confirm that the receiver understood the message. d. The receiver knows what the sender is talking about. 2. Which of the following is not an example of safety communication? a. Safe work permit b. Pre-job safety meeting c. Safety incentive program d. Posters 3. An Employer is responsible to ensure that all employees are aware of: a. Salaries. b. Job hazards. c. Smoking areas. d. Safety slogans. 4. Which of the following communication methods is the least effective when carried out on its own? a. Safety meetings b. Posters c. Safe work permits d. Pre-job meetings 5. Which of the following will hinder the effectiveness of a safety meeting? a. Having an agenda b. Lack of interest in a topic c. Setting a theme 11 SAFE 6002  6. Both senders and receivers of messages must participate actively in communication to ensure true, accurate understanding. a. True b. False 7. People who are very skilled in giving clear messages can always get their point across without input from anyone else. a. True b. False 6. Communication involves a number of steps that are always obvious to the participants. a. True b. False 7. One of the most effective methods of communicating safety topics in the workplace is the safety meeting. a. True b. False 8. Posters have been found to be the most effective means of communicating safety issues in the workplace. a. True b. False 12 SAFE 6002  SAIT's vision is sharply focused – to be recognized as Canada's premier polytechnic, Course Module one of the world's finest, setting the standard in education, training and innovation. SAIT shall be an innovative organization equipping people to compete successfully in the changing world of work by providing relevant, skill-oriented education. 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