THE MARITIME COMMUNICATION SERIES k@/...

THE MARITIME COMMUNICATION SERIES

Using three dramatised scenarios filmed on a commercial vessel, these short films illustrate how shore staff and crew can tackle the most common issues and ensure that their commercial operation runs efficiently and safely. Communication breakdowns can cost a lot more than just time and money…

Film One – Through Troubled WatersScenario / Getting in to port on timeConfusion with the cargo paperwork exposes the need to overcome the barriers to effective communication – both onboard and ashore – in order to solve the problem and get the Leviathan into port on time. How can everyone make sure that their message is received and more importantly, understood?

Film Two Navigating Oceans and CulturesScenario / Departing on timeThe Leviathan’s cargo needs to be loaded quickly – and crucially in the correct order – but cultural issues arise amongst the crew that threaten to delay their departure. What can they do to make sure that they catch the tide?

Film Three – Cooling ConflictScenario / Staying on schedule at seaConflicting temperature readings from cylinder five while at sea enflame a further conflict, this time between the Leviathan’s Brazilian 2nd Engineer and his ‘Grizzly Bear’ Chief. Can they resolve the issues and keep their vessel on schedule?

The three films in this series look at how communication is crucial to the safe and smooth operation of any vessel, not just onboard but throughout the entire organisation.

Duration: Approx 13 minutesLanguage: EnglishSubtitles: English, French, Spanish, Greek, (Brazilian) Portuguese, Russian, Tagalog, Cantonese, Hindi

KVH Media Group+44 (0)1375 489 [email protected]

This Facilitator Guide is also included on the DVD as an A4 PDF which you can print. The PDF can be accessed by inserting the DVD into a PC or MAC.

NAVIGATING OCEANS AND CULTURESCultural issues arise amongst the crew that threaten to delay their departure

Film Two

THE MARITIME COMMUNICATION SERIES

Samplecopynot for training

01Navigating Oceans and Cultures — Introduction/aims

Who is the film for?This film, and the others in this series are suitable for crew and shore staff at all levels within the maritime industry. Poor communications and relationships due to cultural differences are commonplace and in the maritime industry they can have serious safety implications as well as being commercially costly. Gaining an insight into some of the issues and their impact on communications will be beneficial for everyone, both ashore and aboard.

What is the aim of this film?The Maritime Communication Series loosely follows on from the work that we did with the MCA and its partners on The Human Element film and Facilitator Guide (thehumanelementfilm.com). The three films in this series aim to expand upon some of the issues that were discussed in The Human Element, and while it is by no means essential, it would be beneficial to have watched this film in addition to this new resource.

The aim is to increase the understanding of cultural differences both at sea and ashore, and the impact this can have on working relations and communications. By doing so we hope to reduce the number of maritime incidents that are caused by preventable and often costly human error. This film looks at how crew and shore staff can learn to recognise some of the most common cultural differences, whether we work in the company office or onboard.

The purpose of this film is for crew and staff to identify one or two changes they can personally make to improve communications in the work environment.

Introduction/aimsThe main characters Part 1: Guidance questions/notes Part 2: Voiceover summary Part 3: Guidance questions/notes Part 4: Voiceover summaryKey learning points

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NAVIGATING OCEANS AND CULTURES

This Facilitator Guide is also included on the DVD as an A4 PDF which you can print. The PDF can be accessed by inserting the DVD into a PC or MAC.


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What is this film about?The film is a realistic drama based on familiar events within a modern maritime organisation. The story opens in port with the Leviathan, loading vehicles. There are a number of cultural differences and communication failures which come to light.

During the mid-point break, a voiceover uses flashbacks to identify some of the cross-cultural differences, communication challenges and prejudices which can arise in multi-cultural environments. The film then continues, this time with the characters demonstrating consideration to the different cultures and improving communications and relations.

At the end of the film the voiceover highlights positive behaviours that will enhance cross-cultural team working at all levels, whether onboard or ashore.

How should the film be used?The film is designed to provoke thought and discussion amongst those watching it. While it is not essential that it be used in a group environment, experience shows that the most effective learning comes when participants work out the answers for and amongst themselves, rather than simply being shown a film that ‘tells them what to do’. The film is split into four sections and in conjunction with this booklet has been developed to encourage a facilitator-led discussion to pre-empt the voiceover’s observations, encouraging viewers to identify the learning points for themselves.

Alternatively, the film can be viewed straight through by a group or individual. Whichever option is used, the aim is to help crew and personnel identify for themselves one or two good habits they can adopt in order to improve cross-cultural working aboard and ashore.

Navigating Oceans and Cultures — Introduction/aims


The Maritime Communication Series 05

This Facilitator Guide gives guidance on questions to ask the group as well as providing greater depth to the underpinning concepts and behaviours demonstrated in the film.

Before playing the film This Facilitator Guide provides hints and ideas for conducting the training module to bring out the film’s key points. If you are an experienced facilitator, you may want to adapt the notes in the guide to your own preferred way of working. If so, we suggest you watch the film and read through the guide to familiarise yourself first. The film requires about 15 minutes to watch it straight through without a break. If the film is paused for discussion, the time required will be longer depending on group size and depth of discussion. You will need a DVD player, remote control, and a TV screen large enough for the room and audience.

Watch the film yourself and read this Facilitator’s GuideConsider how you might answer the questions yourselfChoose a time when people will be fresh and alertAnnounce the session well in advance and explain how people will benefitEnsure the room is cool and properly lit, with adequate seatingTest the audio-visual equipment first to ensure a smooth start!

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As the facilitator, you are not there to push facts into the heads of your audience, but to encourage a process of helping the group to identify for themselves the key learning points, through the questions you ask and sharing knowledge and experience amongst all present.

Take time to acknowledge each individual’s contribution. Seek value in what they have to say – especially where they can relate the messages in the film to their own experience. By allowing the participants to share their own stories and observations, they are much more likely to engage with the content and remember the key messages.

The suggested questions will help your audience to:

Identify and think about the issues that are raised and illustrated in the filmRelate these issues to their own experienceIdentify key actions and behaviours they can take back to the workplace.

Ask open questions of the audience on what they think about the film in general. People will always have an opinion and it can be used to prompt a relevant discussion. This way, the learning experience will feel more organic and be controlled by the viewers themselves.

Use the hints provided in this guide to help the discussion along; they are not intended to be exhaustive, and you can use your own ideas to bring out the learning points. Remember, there are almost no wrong answers; the aim is to get the audience to engage with the subject to help them remember and learn!

At the end of the sessionAsk your audience what they have taken from the film and discussion Which one or two specific actions they intend to put into place Thank them for their contributions.

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Navigating Oceans and Cultures — Introduction/aims


The Maritime Communication Series 07The main characters

Gary, the vessel operator (British) In his early 50’s, he’s experienced and competent at his job, even if his ‘people-skills’ may be a little lacking…

Yusuf, the 4th Engineer (Turkish) The young 4th Engineer lacks confidence and experience, but is well liked for his good humour and ability.

Rico, the 2nd Engineer (Brazilian) The ambitious young 2nd Engineer wants to get on with his job and his crew mates, but will The Chief let him?

Vlad, the Chief Engineer (Russian)The Chief Engineer’s manner may have earned him the nickname “Grizzly Bear”, but he’s a man dealing with stress at home as well as onboard.

Crisanto, the 3rd Officer (Filipino)An inexperienced young Officer, the 3rd is keen to learn and keen to get along, and does his best to help others do so too.

The old Master (Filipino) An ‘old school’ Master in his 50’s, he’s friendly but firm and likes things on his ship to be done properly!

The Master (Indian) On his first voyage as Master, he’s keen to impress his employers and get his crew working together as a team.

Anna, the operator’s assistant (French) The long-suffering and hardworking assistant is used to clearing up after her Boss. And his impatient manner!

The main characters featured in this seriesSamplecopynot for training

09Guidance questions and notes – part 1

NAVIGATING OCEANS AND CULTURES

Guidance questions and notesThe scene opens with the Leviathan being loaded with cars. The new Master is preparing himself to meet his crew for the first time; he gathers himself and heads up to the bridge.

The Master speaks with the Russian Chief Engineer, using a number of colloquialisms. The Master is keen to find out if the engines are in full working order and tells the Chief to carry out a check. The Master then approaches the Filipino 3rd Officer, placing a hand on his shoulder. The young officer is uncomfortable with the physical contact and averts his gaze. The Master asks him to look at him which he does, with discomfort.

In the loading bay we see a non-verbal exchange between Crisanto – the 3rd Officer – and the 2nd Engineer – a Brazilian named Rico – concluding with Crisanto giving the 2nd Engineer the ‘OK’ signal with his thumb and index finger. Rico looks a little shocked! The stevedore speaks in his native Romanian, making scathing remarks about the 3rd Officer. When the 3rd Officer explains that he is there on the Master’s command to check the stowage plan, the stevedore takes it from him, looks at it briefly and returns it stating that all is in order and walks away. The Master is reading in his cabin when he hears the engines rumble into action. He goes to the engine room, where there is an exchange between himself and the Chief. There has been a misunderstanding - the Chief thought the Master had asked for the engines to be tested immediately. This miscommunication could have caused them to be in breach of port regulations, which the Master is not happy about. Meanwhile the 3rd Officer is checking the vehicle loading order. We see him go to the Master’s cabin to point out the mistake. The Master responds angrily, interrupts him and sends him on his way.

Part 1Samplecopynot for training

The Maritime Communication Series Voiceover summary 11

At the end of Part 1 ask the group:

What were some of the cultural issues you noticed?Look for responses such as below, ask for specific examples and their impact on relations and communications.

Colloquialisms being used The Master uses a number of colloquialisms such as “ducks in a row”, “on my back”It’s unlikely that the Russian Chief Engineer would understand their meaning

MisunderstandingsThe Chief thought the Master wanted the engine tested immediatelyWhen the 3rd Officer asked the Stevedore if the loading was in order, this was interpreted as “OK” rather than “in the correct order” Prejudices between culturesThe way the Stevedore treated the 3rd Officer – talked down to him Speaking in Romanian and making scathing remarksThe manner in which he spoke to the 3rd OfficerTaking the manifest out of his handInterrupting him mid-sentence and sending him on his wayThe 3rd Officer is Filipino and in his 20’s and may be considered of lower status by some culturesThe 3rd Officer goes to the Master with the problem that the cargo has been loaded in the wrong orderHe knocks quietly – which the Master ignores

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Different cultures react differently in their willingness to deliver bad newsThe Master uses sarcasm “Just what I need”With English as a foreign language, how will this be interpreted?The Master shouts at the 3rd OfficerDifferent cultures have different levels of sensitivity to shouting.Consider the consequences, what will they do next time if this is how you react?

Interpretation of body language When the Chief Engineer frowns at the Master during their initial exchange, the Master interprets this as disinterest rather than confusionThe meaning of facial expressions and body language vary from one culture to anotherWhen the 3rd Officer avoids eye contact with the Master, he thinks he is not paying attentionThe 3rd Officer is Filipino, by not giving eye contact he is demonstrating his respect to the Master, who is older and more seniorThe OK signal that the 3rd Officer gives to the 2nd Engineer causes offenceIn Brazil this does not mean OK! It is a vulgar gesture

Physical contact Not all cultures have the same rules regarding physical contact and ‘personal space’

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You may wish to leave out this section if you feel the group has highlighted for themselves the key points.

The voice-over highlights a number of issues:The maritime industry is a multi-cultural one, which has a considerable impact upon communication. Beyond the language barriers, there are the different rules and expectations of behaviour, body language and tone. It is impossible to know every culture’s differences, but it’s important to have an understanding of where some of these differences lie, so we can live and work together with mutual respect.

Several languages being spoken in the work place can not only lead to breakdowns in communications, but can also alienate and isolate some people. It is important to only speak the agreed language aboard.

Be aware of using idioms and colloquialisms such as “rock and roll” and “ducks in a row”, or phrases with double meanings “loading is in order” – meaning “all is OK” or the “correct ordering of vehicles”. Keep it clear and simple. Different cultures have different “rules” relating to physical space, eye contact and physical contact. The amount of emotion and volume we put into our communication varies and gestures can be interpreted differently, potentially causing offence.

Different cultures place different emphasis on hierarchy and status and how that is demonstrated, from the amount of eye contact they give, to the ability to speak up to more senior personnel. Damaging prejudices can also exist or develop between different cultures.

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NAVIGATING OCEANS AND CULTURESPart 2Sample

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Ask the group to identify which factors can help to improve cross-cultural working whilst they watch the film.

The scene opens in the crew mess, an hour before scheduled departure. Rico, the 2nd Engineer and Crisanto the 3rd Officer discuss their different preferences for breakfast, each turning their nose up at the other. When they sit down, two crewmen are speaking in Filipino, and Crisanto asks them to speak in English so that his Brazilian colleague is not excluded. Rico explains to Crisanto that the Romanian stevedores need to be treated in the same way that they treat him. He also highlights that the ok signal means something totally different in Brazil!

On the bridge the Master is speaking with Crisanto, who is now giving him more eye contact. He instructs him to oversee the re-loading. He also asks him to confirm what he has been asked to do. When they finish the Master notices a hesitation from the young officer and encourages him to speak up. In the loading bay, Crisanto approaches the stevedore with more confidence and when he replies in Romanian, Crisanto asks him to speak in English and maintains eye contact. Their exchange takes on a more equal status and the stevedore confirms his understanding of the correct order being required.”

The film closes with the vessel readying to leave port, close to schedule. We see the Master go to pat the 3rd Officer on the back, but he thinks better of this and instead shakes his hand.

Guidance questions and notes – Part 3




At the end of Part 3 ask the group:

What were the changes you noticed that improved the cross-cultural working and communications?

Look for responses such as below, ask for specific examples and challenge their thinking to identify the key learning points which they can take back to the work place

Discussion around different cultures The 3rd Officer and the 2nd Engineer discuss their different preferences for breakfastThe 2nd Officer explains the interpretation of the ok signalLearning about the cultural differences can help individuals to remain respectful

One language in the work placeAgreeing and sticking to one language helps to eliminate alienation and communication failures, caused by different languages being spoken aboard

Clear and concise communicationWhen the Master instructs the 3rd Officer he is clear and asks for positive confirmation that his message has been understoodKeep the language simple and to the point to reduce misunderstandings

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Modify your communication style to suit the occasionThe 3rd Officer increases his eye contact and is more assertive when speaking with the stevedoreThe Master is sensitive to the 3rd Officer’s hesitation and encourages him to speakThe Master shakes the 3rd Officer’s hand instead of patting him on the back

Being aware of the different communication styles of individuals enables you to flex yours to meet their needs and improve communications

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Again the voice-over section can be omitted if the group has identified the key learning points for themselves

The voice-over highlights a numberof learning points Keeping language clear and simple will avoid misunderstandings particularly when several people are communicating in what may not be their native language. Avoid using colloquialisms, idioms and words or phrases which may have double meanings. It is also helpful to check that your message has been understood.

Modifying your style of communication to match those of others can enhance communications. This can range from eye contact and body language to the pace and volume of the communication.

Learn about the other cultures you work with. Gaining an understanding of, and a respect for your differences will help individuals to be more tolerant of each other. Creating a just and fair culture is at the heart of improving cross cultural communications. Removing old prejudices and agreeing to one fair culture aboard will not only enhance communications, it will encourage individual responsibility and improve safety at sea, as well as making life more enjoyable for everyone.

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Voiceover summary




Which cross-cultural prejudices have you experienced at work?What can you do as a team to better understand the different cultures you work with?What can you do personally to improve your communications, when interacting with the different individuals and cultures you work with?What can you do to create a just and fair culture in your work place?

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Summary questions and notes

Notes Jot down any questions/feedback that emerged from the group discussions that could be useful for future sessions

As part of your discussions with the group you may wish to elaborate on the key learning points. On the following pages is some additional material you may wish to share, discuss, and draw-out of the group.

At the end of the film ask the group:



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Cultural differences to look out for

Levels of directnessDirect cultures place greater emphasis on the facts, rather than the emotional impact the message may have to the recipient. There is a tendency to deal with conflict head on.In-direct cultures will “code” the message in an attempt not to offend the recipient. There is a tendency to avoid overt conflict, emphasis is placed on group harmony.Lack of awareness of these differences can lead to one culture feeling the other is being rude and blunt; and the other perceiving them to be evasive and dishonest

Emotional Levels Different cultures regulate the display of emotion differentlyIn the West expressing one’s true feelings and emotions is valuedIn the East expressing one’s feelings is inappropriate and self-control is taughtOne culture may judge another inaccurately, making assumptions; for example lack of emotion means lack of interestDifferent cultures may judge different cultures inaccurately, making assumptions for example that lack of emotion means lack of interest

Eye contactHow much or little you give varies across cultures and getting it wrong is perceived as rudenessAverting your gaze is a sign of respect in some cultures

Body languageMuch of our interpretation of communication comes from our body language and how we interpret this. Not all cultures interpret in the same wayThe meaning of a smile in Japan for example can be embarrassment!The meaning of the shake of the head in Western culture means “no” ; in India it is a “yes”Gestures such as the “thumbs up”, “ok” signal or beckoning by curling of the forefinger, may seem innocent, however in some cultures they are rude and have alternate meaningsAccepted “norms”How close you stand to someone.Is it ok to touch someone? (such as a pat on the back or a tap on the arm)

StatusHow we gain status differs across culturesSome cultures gain status through external qualities such as age, wealth, genderOthers through achievements, which can also be easily lost

How we react to status differs across culturesHierarchy varies too in how rigidly it is adhered to and also in terms of management styles, ranging from purely instructional to participativeCan subordinates put forward suggestions?Can subordinates challenge a manager's decision?

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Key learning points Key Learning Points

Cross-cultural team workingMulti-cultural teams are an integral part of the shipping and maritime industry, which brings both benefits and challenges. Understanding the impact on communication and behaviour that different cultures bring to the work environment is a useful starting point to improve cross cultural team working.

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Learn about the different cultures aboardTake time to learn about each other’s culturesBe curious about other culturesBe respectful, open and non- judgemental of your differencesBe patient; different does not mean wrong!

Language we useLearn to communicate better with individuals and groups whose first language does not match your ownKeep the language simpleAvoid colloquialisms and idiomsBe mindful of words and phrases which can have more than one meaningHumour can often fail in translation, ensure you are not offending someone

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PrejudicesPeople hold many preconceived ideas of what to expect from different culturesSuspend your judgementsTreat everyone equally and fairlyOne rule for everyoneAgree your work culture, “norms” of behavingMany organisations have corporate values in an attempt to create the work culture they would like.Implement these and encourage discussions to agree what they look like in practice

Check understandingCheck that you understand or have been understoodCheck their understanding by asking open questionsCheck your understanding by paraphrasing back

Key learning points

It would be a pretty major challenge to attempt to learn about all the different cultures that exist. However, being curious and learning about, as well as being patient and respectful of other cultures will make strides into creating a just and fair work environment.


AcknowledgmentsThis guidebook is copyright KVH Media Group | TRAININGlink and may not be reproduced or distributed in any form without prior written consent.

The content was authored by Karen Passman (for Impact Crew) and Chris Young (for KVH Media Group).

Impact Crew specialises in providing leadership and team development to the maritime sector, working ashore and aboard to maximise each individual’s impact and potential. www.ImpactCrew.com

Viewers of this film may also be interested in The Human Element, a film about the role of human behaviour in safety at sea:

Visit: TheHumanElementFilm.com for more information or contact: [email protected]

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The Human Element is a film based on the best-selling and award winning book of the same name. The film uses a dramatic story to show how a series of relatively minor oversights and misjudgments by different crew members can work together to create a major incident at sea. The film explains why each crew member acted as they did and shows how small changes in behaviour can prevent such incidents. It shows how safety is constantly created when everyone applies their knowledge mindfully.

Designed for use on-board or ashore, the film is best used in small groups with a facilitator leading discussion. It can also be watched to great benefit by individuals. The film is accompanied by a comprehensive booklet that helps trainers and individuals get maximum value from the story.

Duration: Approx 35 minutes

Language: English

Subtitles: English, French, Spanish, Greek, (Brazilian) Portuguese, Russian, Tagalog, Cantonese, Hindi

A Pukka Films and Walport Production in association with gs partnership ltd

Made with the support of: Walport Maritime Training Films

+44 (0)1375 489 790

[email protected]

www.walport.com

thE HUMan ELemENTA film about the role of human behaviour in safety at sea

thEthE HUMan ELemENTA film about the role of human behaviour in safety at sea

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The content of this film

has been approved by:

The Maritime Communication Series was produced for KVH Media Group by Pukka Films, London

Facilitator Guides design Morrison Dalley


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