Transcript Enhancing safety culture through effective communication

Enhancing Safety Culture Through
Effective Communication
Dr Angelica Vecchio-Sadus
OHS&E Manager
CSIRO Minerals, Australia
Content
• Safety culture
• Communication strategies
• Safety communication tools
• Case study on safety communication
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Healthy, Safe, Clean Science
Communication Superhighway
Positive Safety Culture
• Methods of control within the organization
• policies, rules, procedures
• Management commitment
• accept responsibility
• Securing trust and co-operation
• report incidents and errors
• Competence/capability of individuals
• training, instructions, supervision
• Consultation and communication throughout the organization
• team meetings, feedback, recognition
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Healthy, Safe, Clean Science
Communication Strategies
The Communication Game
We Communicate To…….
Command/direct
Reassure
Assist
Advise
Acknowledge
Learn
Warn
Motivate
Train
Seek help
Gain respect
Complain
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Barriers to Effective Communication
Selective listening
Lack of empathy
Lack of information, knowledge, attention to detail
Self-image, status, prejudice, accents
Differing perception of risk
Failure to explore, alternative solutions
Mind made up/preconceived ideas, poor judgement
Healthy, Safe, Clean Science
Poor Attitudes
• “We’ve tried that before”
• “I have real (important) work to do”
• “I’m too busy to do it”
• “It won’t work”
• “It’s not in my budget”
• “It’s not my job”
• “Accidents just happen”
• “I’ve done it this way for donkey’s years and nothing’s gone wrong”
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Healthy, Safe, Clean Science
State the problem
Outline the parameters
List your options
Visualise your solutions
Evaluate your findings
Language and Words
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Don’t be negative
Be positive
What’s the problem?
How can I help?
You should have….
From now on….. or Next time……
I’ve told you before not to…..
How about trying it this way
This will cost money
Investment in your health & wellbeing
Healthy, Safe, Clean Science
Chain of Causes – ask ‘why’
Why aren’t you wearing your safety
gloves?
Because they don’t fit
Why don't you get a pair
your size from the store?
Because they only have
one size and design
Why do we only have one
size of gloves?
Because no one has told
me it's a problem
Why hasn't anyone
reported a problem with
glove sizes?
No-one listens to or acts
upon our suggestions
Speaking With Management
Priorities and issues –
outcomes, risk assessment?
Evidence – prove it, show me
how, give me an example?
Solutions, costs, time?
Is it value adding?
Self preservation, status,
health & wellbeing?
Example 1
Example 2
Mandatory
Help Keep Our
Environment Clean
Put Empty Bottles Here
Recycle Bottles Here
Safety Communication Tools
Safety Communication Tools
• Mission statement, OHS policy
values, expectations, objectives
• OHS statistics
lost time, medical treatment, positive indicators
• Safety induction
work safely from Day 1
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Healthy, Safe, Clean Science
Safety Communication Tools
• Risk assessment
identify hazards, control risks
• Manuals, checklists, operating procedures
rules and requirements for safe work
• Hazards, incidents, near-misses, safety alerts
investigate, correct the action, report symptoms
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Healthy, Safe, Clean Science
Safety Communication Tools
• Training
gaps in knowledge, at-risk areas
• Website
safety manual, polices, OHS committee minutes
• Brochures, posters, videos
fact sheets, newsletters
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Healthy, Safe, Clean Science
Safety Communication Tools
• Safety week
promotion of OHS
• Public report
illustrate range of activities, review performance
• OHS conferences
meet, share information, learn
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Healthy, Safe, Clean Science
Case Study on Safety Communication at
CSIRO, Australia
CSIRO
• Australia’s premier national science agency – established in 1920
• 6,600 employees, 19 Divisions, 57 sites across Australia
• R&D – agriculture, energy, manufacturing, minerals, environment
• >75% employees are scientists, engineers, technicians
• Offices, laboratories, pilot plants, field stations
• Many staff with >10 years employment
• Project teams – autonomous work practices
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Healthy, Safe, Clean Science
Safety Communication in CSIRO
• OHS Management System in place
• OHS strategic plan – health and wellbeing strategy
• OHS Improvement Plans – objectives and targets
• Measure OHS performance – investigate incidents and review trends
• Policies and procedures – include communication plan
• OHS committees and OHS staff
• Risk assessments
• Audits and inspections
• OHS training
• Website, newsletter, annual report, conference, awards, safety week
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Healthy, Safe, Clean Science
Working Safely Campaign
• Keep focus on OHS against competing work priorities
• Changeable work environments, client needs and project risk
• 2003-04 incident statistics showed at-risk behaviour – lost time injuries
• Designed the ‘Working Safely’ campaign
• Chief’s message – nothing is more important than working safely
• Team meetings – every staff member involved
• Supervisor training
• Posters – feedback from senior managers on key messages
• Staff feedback incorporated into OHS Management System
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Healthy, Safe, Clean Science
Work Message
Safely Message
Chief
from the from
Chief the
of Division
Results
• Improved incident and injury statistics
– decreased number and costs of compensation claims
– decreased severity (zero lost time)
• Increased participation in safety programs
– hazard and near-miss reports
• Improved cooperation and support
– strong staff satisfaction and survey results
• Received internal and external recognition (awards)
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Healthy, Safe, Clean Science
2005 CSIRO Insight Poll
100
97
97
92
91
90
81
79
91
81
78
69
70
% Favourable Response
91
86
82
80
92 91
91
88
71
60
50
40
30
20
10
0
Corrective
action
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Physical
conditions
satisfactory
Safety
procedures
observed
Consultation
Safe place to
work
Minerals
CSIRO
Healthy,
Safe, Clean Science
Safety training
R&D Norm
Immediate
manager
commitment
En
Summary
Communication Tips
1. Think before you speak - say what you mean and mean what you say
2. Mind your body language – posture, voice tone
3. Be effective in speaking to people and don't hide behind e-mails
4. Keep it simple - brief and specific feedback messages over time
5. Put out a consistent message about your expectations - focus advice
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Healthy, Safe, Clean Science
Communication Tips
6. Provide support – immediate constructive feedback for those at-risk
7. Reinforce the message – friendly and caring reminders
8. Express appreciation – positive feedback – repeat the behaviour
9. Know the employees – feedback from work teams
10. Set an example – don’t develop bad habits
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Healthy, Safe, Clean Science
CSIRO Minerals
Dr Angelica Vecchio-Sadus
OHS&E Manager
Box 312 Clayton South Vic 3169
Australia
Email [email protected]
More Information
Contact CSIRO
Email
[email protected]
Web
www.csiro.au