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