Communicating Effectively With Employees

COMMUNICATING
SAFETY
SAFETY TRAINING
TO EMPLOYEES
OSHA 29 CFR 1910/1926
WELCOME
SAFETY
CORPORATE
SAFETY TRAINING
TC-141
Copyright
CopyrightCompliware
Compliware2008
2008
COMMUNICATE - SLIDE 1 OF 56
COURSE OBJECTIVES
WHAT WE WILL COVER DURING THIS TRAINING SESSION:
Discuss How To Communicate Effectively.

Discuss How Effective Communication Improves Safety.
Discuss Supervisor Responsibilities.
Discuss The Concepts Of Communication.
Introduce The Appraisal Process.
Copyright Compliware 2008
BASIS FOR THIS COURSE

WHY THIS TRAINING IS ESSENTIAL TO YOUR SAFETY AT WORK:
Effective Communication Results In A Safer Workplace.

Effective Communication Results In Higher Productivity.
Development Of Improved Attitudes Toward Work.
Good Attitudes Result In Productive Work.
Good Attitudes Drive Safe Behaviors.
Safe Behaviors Mean a Safer Workplace.
COURSE ATTENDEES
WHO SHOULD ATTEND THIS TRAINING SESSION:
All Employees.
Safety Committees.
Corporate Managers.
Department Managers.
First Line Supervisors.
Accident Investigation Team Members.
YOUR INSTRUCTOR
YOUR INSTRUCTOR
ABOUT THIS COURSE

THE SCOPE OF THIS COURSE:
This Course Is Intended To Provide Supervisors And
Employees With An Overview Of The Techniques Typically
Used In Communicating Effectively At Work. This Training Will
Aid Significantly Those Supervisors Who Have Not Used These
Techniques In Their Day-to-day Duties And Responsibilities In
The Past. The Training Is Not Meant To Replace Other Training
Required By This Company Or Other Outside Agencies.
COMMUNICATION IS IMPORTANT
GOOD COMMUNICATION WILL HELP:
Improve Quality.
Improve Absenteeism.
Maintain a Happier Work Force.
Reduce Injury and Illness Rates.
Acceptance of High-Turnover Jobs.
Workers Feel Good About Their Work.
Reduce Worker Conflict in the Conduct of Work.
Elevate Work Ethics to a Higher Level of Awareness.
COMMUNICATION IS IMPORTANT
(Continued)
COMMUNICATION REQUIRES:
A Message.
Understanding.
A Sender And A Receiver.
Two Way Street
MGMT.
SUPERVISION
EMPLOYEES
AUTHORITY & ACCOUNTABILITY
WHAT IS COMMUNICATION?
LETS DEFINE ORGANIZATIONAL COMMUNICATION:
Communication Is Often Referred To As The Network That
Binds Together All Of The Members And Activities Within An
Organization. This Is Done Through The Transmission Of
Information, Ideas, And Attitudes. Communication Systems
Must Have Controls In Place Which Measure Their
Effectiveness. Communication Is The Key To Development And
Maintenance Of A Good Flow Of Information To And From All
Employees And Management.
AIDS TO EFFECTIVE COMMUNICATION

VERBAL COMMUNICATION - SUPERVISORS SHOULD:
Listen Actively.
Communicate Concisely.
Devote Time And Attention.
Manage Time And Set Priorities.
Give Clear, Effective Instructions.
Be Flexible Enough To Shift Priorities.
Communicate Decisions To Employees.
Give Recognition For Excellent Performance.
Accept Their Share Of Responsibility For Problems.
Explain Work In Sufficient Detail, Dont Micro-manage.
Actively Formulate The Message You Want To Convey.
Keep Work Safety In The Fore-Front Of Communication.
AIDS TO EFFECTIVE COMMUNICATION

(Continued)
WRITTEN COMMUNICATION - SUPERVISORS SHOULD:
Write Effectively, Dont Mix Issues.

Develop Written (Attainable) Goals.
Define Job Qualifications In Sufficient Detail.
Write Concisely, Dont Over Complicate Issues.
Prepare Concise Action Plans For Critical Tasks.
Read And Understand Written Corporate Policies.
Explain And Use Cost Reduction Methods On Paper.
Ensure Written Employee Feedback Is A Two-way Street.
Justify New Personnel And Capital Improvements In Writing.
Effectively Implement Organizational Change In Written Form.
MANAGEMENTS ROLE
SUPPORT FROM MANAGEMENT IS CRITICAL:
Support The Program.

Know The Written Policies.
Get Involved In Safety. Learn!
Ensure Your Support Is Visible.
Implement Ways To Measure Effectiveness.
Audit The Facility To Determine Specific Safety Needs.
Attend The Same Training As Your Workers.
Interact With Your Workers, Learn Their Problems.
Insist On Periodic Follow-up & Program Review.
Follow-up On The Actions You Took.
Safety
THE SUPERVISORS ROLE

SUPERVISORS CONTROL THE WORKPLACE:
Enforce Existing Rules.

Serve As Company Liaison.
Get To Know Your Workers.
Constantly Reassess Conditions.
Become A Model For Safe Behavior.
Learn What Motivates Your Workers.
Be Proactive - Get Involved in Safety.
Find Ways to Measure Safe Behavior.
Never Ridicule Any Injury or Near Miss.
Attend the Same Training As Your Workers.
Audit Work Areas to Determine Safety Requirements.
Be Professional - You Could Save a Life Today.
Follow-up on the Actions You Took.
SUPERVISOR RESPONSIBILITIES
SAFETY TRAINING - THE SUPERVISOR MUST:
Know The Training Needs Of His Or Her Workers.

Be Aware Of Changing Conditions Requiring New Training.
Be Constantly Aware Of Safety Conditions In The Workplace.
Ensure Workers Are Included In The Safety Process.
Solicit Ideas For Safety Improvements From Workers.
Interact Closely With The Company Safety Officer.
Halt Any Operation Where Personal Injury Could Result.
Regarding Safety Training!
Safety
Training
(Continued)
THE SUPERVISOR CONTROLS COMMUNICATION:
Act As A Conduit, Upward And Downward.

Act As A Filter, Use Your Experience.
Inform The Sender If You Change The Message.
Be Proactive, Look For Problems.
Be Thorough, Follow Up On The Actions You Took.
Ask Your Employees To Ensure Comprehension.
If It Doesnt Make Sense To You. It Wont To Your People.
Regarding Flow of Information!
(Continued)
NEAR MISSES - THE SUPERVISOR MUST:
Treat All Near Misses As An Accident.

Report It In Writing.
Investigate The Cause.
Document It In Writing.
Determine Corrective Measures.
Update And Annotate Written Policies.
Follow Up To Ensure Compliance.
Regarding Near Misses!
(Continued)
ELIMINATE UNSAFE BEHAVIOR THAT IS DRIVEN BY LACK OF:
Appropriate Safety Training.

Knowledge of Personal Responsibility.
Knowledge of Safety Procedures.
Knowledge of Safety Information.
Knowledge of Machines or Equipment.
Knowledge of Facility Operations.
WHATS LEFT, IDEALLY IS ATTITUDINAL, WHICH DRIVES BEHAVIOR
(Continued)
COMPONENTS OF SUPERVISION:
RESPONSIBILITY
ACCOUNTABILITY
SUPERVISOR
AUTHORITY
DELEGATION
Regarding Your Ability to Supervise!
(Continued)
COMPONENTS OF SUPERVISION:
RESPONSIBILITY
ACCOUNTABILITY
AUTHORITY
REMOVE ANY ONE AND YOU CANNOT EFFECTIVELY SUPERVISE
(Continued)
RESPONSIBILITY IN SUPERVISION:
Safety Is One Of Your Specific Duties.

You Are Responsible For Controlling Your Work Area.
You Must Be Knowledgeable Of Your Responsibilities.
Authority Is Needed To Carry Out Responsibilities.
(Continued)
AUTHORITY IN SUPERVISION:
Authority Is Absolutely Critical.

Authority Must Be Commensurate With Responsibility.
Authority Allows You To Take Action.
Authority Allows You To Correct Deficiencies.
Authority Must Be Controlled.
Accountability Is Needed To Control Authority.
(Continued)
ACCOUNTABILITY IN SUPERVISION:
Accountability Is The Check And Balance.

Accountability Must Be Appropriate.
Accountability Measures Compliance.
Accountability Must Be Used In Consonance
With Responsibility And Authority.
(Continued)
EVERYONE IS RESPONSIBLE FOR SAFETY:
TO VARYING DEGREES ALL

EMPLOYEES HAVE:
RESPONSIBILITIES,
AUTHORITY
AND ARE ACCOUNTABLE
FOR SAFETY.
THE EMPLOYEES ROLE

WITHOUT EMPLOYEE SUPPORT THE PROGRAM WILL FAIL:
Get Involved In The Safety Program.

Contribute To Make Corrective Actions.
Understand How Your Behavior Affects Job Safety.
Report All Accidents And Near-misses Immediately.
Be Proactive And Professional.
Report All Safety Problems Or Deficiencies.
Follow-up With Any Additional Information.
SAFETY
STUFF
PERFORMING JOB INSTRUCTION

NEW EMPLOYEE - FIRST CONTACT:
First Impressions Tend To Be

Lasting Impressions
You Never Get A Second Chance
To Make A Good First Impression

(Continued)
NEW EMPLOYEE - FIRST MEETING:
Define YOUR Goals For The Meeting.

Be Open To The Goals Of The New Employees.
Be Flexible, Listen, Adjust The Information Flow As Needed.
Develop Discussion Topics.
Determine Your Desired Outcomes.
Establish a Rapport.
Put The Person at Ease.
Conduct The Orientation.
Solicit Questions.
Ask Questions To Assess Their Retention.
Review Areas That Need Reemphasis.
Conduct Follow-up Sessions As Required.

(Continued)
NEW EMPLOYEE - ORIENTATION OUTCOMES:
Motivate Toward Safety and Efficient Job Accomplishment.

Explain and Demonstrate Safe And Proper Work Techniques.
Constantly Measure Effectiveness In Both Safety And Work.
Follow Up Is A Continual Process, Not A One-Time Event.
Safety Must Be Considered A

Part Of Each Job Description and
Job Task, Not As Simply A
Condition of Employment.

(Continued)
SAFETY TRAINING - WHAT WE REMEMBER:
10% Of What We Read.

20% Of What We Hear.
30% Of What We See.
50% Of What We See And Hear.
70% Of What We Say As We Talk.
90% Of What We Say As We Do Something.
Safety Instruction Must Be Evaluated

Continually In Order To Ensure Work
Behavior Reflects The Outcomes Of
Corporate Safety Training.

(Continued)
JOB INSTRUCTION - MOTIVATE TOWARD SAFE BEHAVIOR:
Put The Employee At Ease.

Determine The Employees Job Knowledge.
Ensure The Employee Is Comfortable.
Build Employees Interest.
Interact With The Employee.
Encourage Participation.
Emphasize The Employees Performance.

(Continued)
JOB INSTRUCTION - EXPLAIN AND DEMONSTRATE:
Demonstrate The Operation.

Use A Step-by-Step Approach.
Stress Key Safety Points.
Instruct Clearly And Completely.
Assess Retention.

(Continued)
JOB INSTRUCTION - MEASURE EFFECTIVENESS:
Have The Learner Tell And Show.

Have The Learner Explain Key Points.
Ask Questions And Correct Or Prevent Errors.
Continue Until You Know The Learner Knows.

(Continued)
JOB INSTRUCTION - FOLLOW UP:

Tell Learners Who To Go To For Help.
Assess Their Comfort Level And Put Learners On Their Own.
Watch Them Closely During Their Work Hardening Period.
Follow-up Often:
Ask Questions.
Encourage Questions To You.
Answer Questions.
Review Key Points.
Assess Retention.
Reinforce Positive Parts Of Performance.
THE RIGHT-TO-KNOW PRINCIPLE

EVERY EMPLOYEE HAS THE RIGHT TO KNOW:
How To Remain Safe At Work;

What The Duties Of His Or Her Job Is;
The Job Performance Criteria;
How His Or Her Performance Is Rated;
Specific Steps For Job Improvement.
PERFORMANCE APPRAISALS
PERFORMANCE APPRAISALS ARE DEFINED AS:
. . . An Evaluation Of A Persons
Job Performance And Potential,
Usually Made By That Persons
Immediate Supervisor.
PERFORMANCE APPRAISALS
(Continued)
PERFORMANCE APPRAISAL CONSIDERATIONS:
Review Safe Behaviors As Part Of The Appraisal Process.

Address Both Improvements And Problems.
Emphasize Performance, Not Personality.
Use Facts And Examples, Not Emotions.
Dont Focus On One-Time Events.
Evaluate Typical Performance.
Avoid Ancient History.
Dont Hide Things.
Keep Confidences.
Be Professional.
PERFORMANCE DISCUSSION
PERFORMANCE APPRAISAL CONSIDERATIONS:
The Performance Discussion Is A Two-way Communication
Process Between The Employee And His Or Her Supervisor
Designed To Improve Or Maintain Job Performance Levels.
The Process Centers Around:
The Job: Responsibilities/Indicators/Standards.

Job Performance: What The Person Does.
Plans For Performance Improvement: Job Improvement.
Plans For Personal Development: Personal Improvement.
FREQUENCY OF COMMUNICATION
FREQUENCY OF CONTACT IS CRITICAL:
You Cant Communicate Effectively If Contact Is Too

Infrequent or Limited.
Communication Must
Happen Frequently. If Acceptable Behavior Is Not
Reinforced As It Happens, and If Corrective
Instruction
Is
Not
Direct
and
Specific,
Understanding and Communication Will Suffer.
ATTITUDE IS IMPORTANT
MOTIVATION INFLUENCES ATTITUDE:
MOTIVATION INFLUENCES ATTITUDE

AND
ATTITUDE DRIVES BEHAVIOR
When a Persons Attitude Changes, His or Her
Behavior Will Typically Follow. Assuming He or
She Has Adequate Knowledge of the Safe Working
Conditions in the Work Environment. When You
Eliminate Every Other Reason for Unacceptable
Behavior, What Is Left Is Attitudinal.
(Continued)
SAFETY AS PART OF THE WORK ENVIRONMENT:

If a Person Understands That His or Her Safety at Work is
Controllable in a Measurable Way, Acceptance of the Safety
Culture as an Essential Part of the Work Environment Will
Be Increased. Safe Attitudes and Behaviors Will Naturally
Follow.
AND!
ATTITUDE - The Key To Safe Behavior
(Continued)
THE BIRTH OF THE CORPORATE SAFETY CULTURE:
Once Safe Attitudes Are A Normal Element In The Work

Environment, Behavior Will Be Influenced. Then, Peers
And Coworkers Expect Each Other To Practice Safety As A
Natural Part Of Work And Not A Requirement Of Work.
WHEN THIS MOMENT OCCURS:
THE SAFETY CULTURE IS BORN.
At This Point Coworkers Will Expect Each Others
Protection and Accident Rates Will Decrease.
(Continued)
THE LINK BETWEEN ATTITUDE, BEHAVIOR AND SAFETY:
MOTIVATION
Do You Now Understand The

Links Between Motivation,
Attitude, Behavior And Safe
Work?
ATTITUDE
BEHAVIOR
SAFE WORK
0 INJURIES
(Continued)
SUSTAINING SAFE BEHAVIOR IS EQUALY IMPORTANT:
Management Is Responsible To Promote A Safety Culture.

Everyone Is Responsible For Sustaining A Safety Culture.
Attitude Is The Key To Sustaining A Safe Work Environment.
Know Site Behaviors Which Previously Caused Accidents.
Develop A List Of Critical Behaviors.
Develop A Critical Behaviors Checklist.
Establish Target Behaviors That Keep Workers Safe.
Regularly Review The Safety Program.
Review, Assess, Follow-up, And Revise.
THE HUMAN FACTOR

MOTIVATING THE CORE INDIVIDUAL:
Rules, Policies, Schedules, Jobs Etc., Must Accommodate
The Majority.
Focus On The Individual - But, Try To Please Everyone.
Good Behavior Is Enhanced By Accommodating The Majority.
Please As Many People As Is Practical.
Bad Behavior Should Be Studied To Determine Causation.
In The End, People Must Conform To Safe Work Practices.
Accommodation Ends At The Point Where Unsafe Behavior
Affects The Safety Of Others In The Workplace.
THE HUMAN FACTOR

(Continued)
PERSONAL DIGNITY IS CRITICAL TO GOOD BEHAVIOR:

People Must Be Treated With Respect No Matter What
Their Position In the Company.
Always Treat People With Respect.
Always Treat People Equally.
Assume People Will Talk. It Will Keep You Straight.
Never Ridicule Safe Behavior In Jest. Ever.
Remember, It Takes Two To Argue. Draw a Line.
Walk Away From Conflict, And Address It Later.
Argue Constructively, If You Must Argue.
Separate on a Positive Note. Always.
If Safety Is Critical To The Issue, Stand Your Ground.
THE HUMAN FACTOR

(Continued)
CONSIDER THE WHOLE PERSON:

People Are the Sum Total of Their Experience, Combined With
Their Genetic Make-up.
Reinforce Safe Behavior.
Discourage Unsafe Behavior.
Learn What Motivates Your Employees.
Learn Employees Strengths and Weaknesses.
Learn Strengths, Reward Them and Use Them.
Learn Weaknesses and Help To Improve Them.
Be Prepared To Deal With Unpredictable Situations.
Understand That Home Life Can Overflow Into Work.
Understand Group Behavior Verses Personal Behavior.
TRANSACTIONAL ANALYSIS
TRANACTIONAL ANALYSIS:
P
A
C
P
STIMULUS
RESPONSE
A
C
Parent - Adult - Child

(Continued)
TRANACTIONAL ANALYSIS:
Transactional Analysis or TA Was Originated by Eric
Berne (Games People Play, New York: Grove Press, Inc.,
1964).
TA Assumes That Each of Us Reside in a Particular
Mental (Ego) State at All Times.
These States Are:
1. Parent
2. Adult
3. Child
(Continued)
TRANACTIONAL ANALYSIS IS IMPORTANT TO COMMUNICATION:

TA Is Important Because When You Are Interacting With CoWorkers You Can Quickly Recognize Which Ego State They Are
Operating in.
Then You Can Adjust Your Behavior With The Individual
Accordingly.
This Will Optimize Your Interaction With Co-workers.
This Will Help Keep the Work Environment Professional and Safe.
1. Parent
2. Adult
3. Child
(Continued)
STIMULUS VERSES RESPONSE:

Effective Use Of TA Requires That You Understand The
Meaning Of Stimulus And Response.
Stimulus: What Is Said or Done to Initiate a Response.
Response: Behavior As a Result of Stimulus.
Note: All Of Us Interact In This Way Every Day.
1. Parent
2. Adult
3. Child
(Continued)
CROSSED TRANSACTION:
Stimulus (SUPERVISOR): Jim, Ive Got Another Press Down,
Get The Work Done On This Press Immediately, I Dont Care
How You Do It.
Response (Worker): I Know What Im Doing, I Was Working
Here When You Were Still In Grade School!
PARENTAL STATES: Completely Ineffective Transaction.

Transaction Is Crossed. Each Person Assumes A Parental
State And Speaks To The Other Persons Child (Ineffective).
1. Parent
2. Adult
3. Child
(Continued)
CROSSED TRANSACTION:
Not Very Effective.
P
A
ST
IM
U
LU
SE
N
PO
S
RE
C
1. Parent
P
A
C
2. Adult
3. Child
(Continued)
PARALLEL TRANSACTION:
Stimulus (SUPERVISOR): Jim, Another Press Just Went
Down, Im Concerned About Production. How Long Do You
Feel It Will Take to Safely Make Repairs on This Press?
Response (WORKER): I Still Have to Replace a Drive Gear.
Should Be About 2 Hours. Is the Other Press a Higher Priority
Than This One?
PARENTAL STATES: Each Person Understands The Higher

Need. Behavior Is Consistent With Safe Requirements of
the Job. Transaction Is Adult to Adult (Optimal).
1. Parent
2. Adult
3. Child
(Continued)
PARALLEL TRANSACTION:
Optimal.
P
A
P
STIMULUS
RESPONSE
C
1. Parent
A
C
2. Adult
3. Child
(Continued)
TRANSACTIONAL ANALYSIS IS SIMPLE AND VALUABLE:

Do You See The Value In TA?
Understanding Which Ego State A Person Is Operating In
Will Allow You To Positively Affect Their Behavior.
Safety And Professionalism On The Job Can Then Be
Improved.
Its A Simple Concept, With A Little Practice You Will Be Able
To Integrate This Technique Into Your Management Style.
Your Personal Life May Also Be Positively Affected.
COMPONENTS OF A SUCCESSFUL PROGRAM

A GOOD SAFETY PROGRAM WILL HAVE:
1. DETAILED WRITTEN SAFETY PROCEDURES.
2. ANNUAL REVIEW BY A COMPETENT PERSON.
3. AN EXTENSIVE EMPLOYEE TRAINING PROGRAM.
4. PERIODIC REINFORCEMENT OF SAFETY TRAINING.
5. SUFFICIENT DISCIPLINE REGARDING IMPLEMENTATION.
6. PERIODIC FOLLOW-UP TO KEEP THE PROGRAM CURRENT.
THANK YOU FOR PARTICIPATING

IN THIS TRAINING PROGRAM
Do you have any questions

concerning the course material
we have just covered? Please
contact your course facilitator
at your facility.
? ?
?
?
? Do you have any questions
? ?
?
?

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Communicating Effectively With Employees

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COMMUNICATING

Discuss How To Communicate Effectively.

Copyright Compliware 2008

BASIS FOR THIS COURSE

Effective Communication Results In A Safer Workplace.

Copyright Compliware 2008

Copyright Compliware 2008

Copyright Compliware 2008

ABOUT THIS COURSE

Copyright Compliware 2008

Copyright Compliware 2008

Two Way Street

AUTHORITY & ACCOUNTABILITY

Copyright Compliware 2008

Copyright Compliware 2008

AIDS TO EFFECTIVE COMMUNICATION

Copyright Compliware 2008

AIDS TO EFFECTIVE COMMUNICATION

WRITTEN COMMUNICATION - SUPERVISORS SHOULD:

Write Effectively, Dont Mix Issues.

Copyright Compliware 2008

Support The Program.

Copyright Compliware 2008

THE SUPERVISORS ROLE

Enforce Existing Rules.

Copyright Compliware 2008

Know The Training Needs Of His Or Her Workers.

Regarding Safety Training!

Copyright Compliware 2008

THE SUPERVISOR CONTROLS COMMUNICATION:

Act As A Conduit, Upward And Downward.

Regarding Flow of Information!

Copyright Compliware 2008

NEAR MISSES - THE SUPERVISOR MUST:

Treat All Near Misses As An Accident.

Regarding Near Misses!

Copyright Compliware 2008

ELIMINATE UNSAFE BEHAVIOR THAT IS DRIVEN BY LACK OF:

Appropriate Safety Training.

WHATS LEFT, IDEALLY IS ATTITUDINAL, WHICH DRIVES BEHAVIOR

Copyright Compliware 2008

Regarding Your Ability to Supervise!

Copyright Compliware 2008

Copyright Compliware 2008

Safety Is One Of Your Specific Duties.

Regarding Your Ability to Supervise!

Copyright Compliware 2008

Authority Is Absolutely Critical.

Regarding Your Ability to Supervise!

Copyright Compliware 2008

Accountability Is The Check And Balance.

Regarding Your Ability to Supervise!

Copyright Compliware 2008

EVERYONE IS RESPONSIBLE FOR SAFETY:

TO VARYING DEGREES ALL

Copyright Compliware 2008

THE EMPLOYEES ROLE

Get Involved In The Safety Program.

Copyright Compliware 2008

PERFORMING JOB INSTRUCTION

First Impressions Tend To Be

Copyright Compliware 2008

PERFORMING JOB INSTRUCTION

NEW EMPLOYEE - FIRST MEETING: