Say it right 2 – CCM

Initial contact
Take this opportunity to discuss with your trainer or manager
the key points:
 What influences the quality of communication when
making that initial contact
 How can we influence good communication during that
initial contact
 What are the key things we must do to make that initial
contact effective
Video 1
Litchfield Incident
Key discussion points:
 What were the key communications failings that
occurred in this incident
 How could we improve communications in these
situations
Video 2
Emergency call
Take this opportunity to discuss the following:
 What are the communication protocols within the
rule book that cover this type of situation
 Why is it important to state this is an emergency
call
 What other information is required
 Why is tone of voice important
Summary Points

 Professionalism in communication is an important

as professionalism in any aspect of your job
 Practice your skills every day so it becomes a
natural and subconscious skill
 A formal approach to communications is essential
to reduce the risk of accidents
 Start in a professional manner an others will
normally follow

…continued
Summary Points

 Always challenge poor communication

 Remember: Accurate Brief and Clear
 The more we use the skill the more comfortable
and confident we become
 Take the lead when you are delivering the
message – confirm understanding
 Do it right and the risk will be vastly reduced

…continued
Summary Points

Stages of the MTR Crossrail Communications

Competence Model (CCM):
 Recognise: the need to communicate
 Contact: Initiate communication
 Communicate: Exchange information
 Confirm: Clarify understanding
 Act: Prioritise and take action