Ch 3 Creating a Culture for Learning Flashcards
________ describes the act of taking responsibility, being answerable and blameworthy for actions taken me with the expectation of being called to account
Accountability
A long term phenomenon in which individuals or teams repeatedly accept a lower standard of performance until that lower standard becomes the norm
Normalization of deviance
When younger team members are influenced to deviate from protocol or standards by veteran remembers it is termed________
Veteran’s bias
Influences generally associated with the written and adopted policies, procedures, and rules.
Systemic influences
__________ can negatively affect communication by causing embarrassment, intimidation, or hindsight bias that prevent individuals from speaking out
Organizational stories
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 _________
resilient and open just culture
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.
just culture
_________ is directly related to the organizational an individual steps to learn from a mistake
Accountability
Complacency occurs when the organization’s mission becomes unclear or is not reinforced and a condition called ________ develops
normalization of deviance
__________ may be a symptom of a system in need of repair
Complacency
Veterans decisions often are driven by positive or negative _________
organizational stories
Veterans bias commonly occurs in _________
frontloaded EMS systems
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.
revealing an error
_______ diffuse the event and move the group, community, and organization past the event
Admitting error and taking responsibility
A just culture determines a cause for failure that satisfies both the demand for accountability and the need for ________
learning and improvement
Effective CRM requires open, honest, and respectful _______
communications
Systemic Cause Analysis
System influences
Education and training Failures
Circumstances beyond the Operators control
Human Factor Influence
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
learning organization
____________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
Learning culture
Open communication, direct and honest feedback, and _____________ are the hallmarks of CRM
collective problem solving
Making decisions, regardless of threat, depends on four factors:
information, experience, knowledge, and urgency
To determine root causes of complacency – look for systemic issues that factor into _______________
decision making
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
revealing an error
