Post on 23-Dec-2015
Enhancing Safety Culture Through Effective Communication
Dr Angelica Vecchio-SadusOHS&E Manager
CSIRO Minerals, Australia
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Content
• Safety culture
• Communication strategies
• Safety communication tools
• Case study on safety communication
Communication Superhighway
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Positive Safety Culture
• Methods of control within the organization
• Management commitment
• Securing trust and co-operation
• Competence/capability of individuals
• Consultation and communication throughout the organization• team meetings, feedback, recognition
• policies, rules, procedures
• accept responsibility
• report incidents and errors
• training, instructions, supervision
Communication Strategies
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The Communication Game
We Communicate To…….Command/directReassureAssistAdviseAcknowledgeLearnWarnMotivateTrainSeek helpGain respectComplain
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
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• “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”
Poor Attitudes
State the problem
Outline the parameters
List your options
Visualise your solutions
Evaluate your findings
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Language and Words
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
Why aren’t you wearing your safety
gloves?
Because no one has told me it's a problem
Why do we only have one size of gloves?
Why don't you get a pair your size from the store?
Because they only have one size and design
Why hasn't anyone reported a problem with
glove sizes?
No-one listens to or acts upon our suggestions
Chain of Causes – ask ‘why’
Because they don’t fit
Speaking With Management
Self preservation, status, health & wellbeing?
Solutions, costs, time? Is it value adding?
Evidence – prove it, show me how, give me an example?
Priorities and issues – outcomes, risk assessment?
Mandatory
Put Empty Bottles Here
Help Keep Our Environment Clean
Recycle Bottles Here
Example 1 Example 2
Safety Communication Tools
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Safety Communication Tools
• Mission statement, OHS policy
• OHS statistics
• Safety induction
values, expectations, objectives
work safely from Day 1
lost time, medical treatment, positive indicators
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Safety Communication Tools
• Risk assessment
• Manuals, checklists, operating procedures
• Hazards, incidents, near-misses, safety alertsinvestigate, correct the action, report symptoms
identify hazards, control risks
rules and requirements for safe work
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Safety Communication Tools
• Training
• Website
• Brochures, posters, videosfact sheets, newsletters
safety manual, polices, OHS committee minutes
gaps in knowledge, at-risk areas
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Safety Communication Tools
• Safety week
• Public report
• OHS conferencesmeet, share information, learn
illustrate range of activities, review performance
promotion of OHS
Case Study on Safety Communication at CSIRO, Australia
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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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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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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
Message from the Chief of DivisionWork Safely Message from the Chief
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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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2005 CSIRO Insight Poll
Summary
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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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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
More Information
Contact CSIRO Email enquiries@csiro.auWeb www.csiro.au
CSIRO MineralsDr Angelica Vecchio-SadusOHS&E ManagerBox 312 Clayton South Vic 3169AustraliaEmail angelica.vecchio-sadus@csiro.au