Ch 3 Creating a Culture for Learning

Question 1

________ describes the act of taking responsibility, being answerable and blameworthy for actions taken me with the expectation of being called to account

Answer 1

Accountability

Question 2

A long term phenomenon in which individuals or teams repeatedly accept a lower standard of performance until that lower standard becomes the norm

Answer 2

Normalization of deviance

Question 3

When younger team members are influenced to deviate from protocol or standards by veteran remembers it is termed________

Answer 3

Veteran’s bias

Question 4

Influences generally associated with the written and adopted policies, procedures, and rules.

Answer 4

Systemic influences

Question 5

__________ can negatively affect communication by causing embarrassment, intimidation, or hindsight bias that prevent individuals from speaking out

Answer 5

Organizational stories

Question 6

If an organization works to develop a culture that allows error, continually analyzes organizational behavior, regularly performs in depth critiques, takes responsibility for mistakes, has started the process that leads to a _________

Answer 6

resilient and open just culture

Question 7

A _______ allows for open communication, includes both forgiveness and understanding in the face of error and corrective action and accountability for those who purposely behave in a way that is incongruent with the beliefs of the organization.

Answer 7

just culture

Question 8

_________ is directly related to the organizational an individual steps to learn from a mistake

Answer 8

Accountability

Question 9

Complacency occurs when the organization’s mission becomes unclear or is not reinforced and a condition called ________ develops

Answer 9

normalization of deviance

Question 10

__________ may be a symptom of a system in need of repair

Answer 10

Complacency

Question 11

Veterans decisions often are driven by positive or negative _________

Answer 11

organizational stories

Question 12

Veterans bias commonly occurs in _________

Answer 12

frontloaded EMS systems

Question 13

For a just culture to work, personnel must know that _________ is paramount to the learning process and future safety of the organization and other personnel.

Answer 13

revealing an error

Question 14

_______ diffuse the event and move the group, community, and organization past the event

Answer 14

Admitting error and taking responsibility

Question 15

A just culture determines a cause for failure that satisfies both the demand for accountability and the need for ________

Answer 15

learning and improvement

Question 16

Effective CRM requires open, honest, and respectful _______

Answer 16

communications

Question 17

Systemic Cause Analysis

Answer 17

System influences
Education and training Failures
Circumstances beyond the Operators control
Human Factor Influence

Question 18

Near miss databases and trend files contribute to the ______, and empower every employee to be a risk manager and seek out potential failure points, and reinforce the concept of a nonpunitive system error analysis

Answer 18

learning organization

Question 19

____________takes a different approach, one of openness, clarity, and honesty. They educate their policymakers about the value of conducting systematic cause analysis, fostering a just culture, and facilitating nonpunitive self-reporting of error

Answer 19

Learning culture

Question 20

Open communication, direct and honest feedback, and _____________ are the hallmarks of CRM

Answer 20

collective problem solving

Question 21

Making decisions, regardless of threat, depends on four factors:

Answer 21

information, experience, knowledge, and urgency

Question 22

To determine root causes of complacency – look for systemic issues that factor into _______________

Answer 22

decision making

Question 23

For a just culture to work, personnel must know that ________ is paramount to the learning process and future safety of the organization and other personnel

Answer 23

revealing an error