Safety Crit Comms Flashcards
What percentage of incidents are due to errors in communication?
1 in 5 incidents are due to errors in communication.
What are some common errors in communication?
Errors include leaving out important details, saying something vaguely, not communicating something when you should, and not following basic protocols.
What must frontline staff understand?
Frontline staff must understand what safety critical communication is and its importance.
What are the key components of safety critical communication?
Safety critical communication includes operational communications that can be written, visual, or verbal.
What should be done during safety critical communication?
Identify all parties involved, provide information about the situation, agree on actions, and confirm the agreement by repeating back.
Who should lead the conversation in safety critical communication?
The signaller always has the lead in the conversation. Other than that it is the person who started the call.
What should the leader of the conversation do?
They must manage communication, clarify details, correct mistakes, summarise information, calm the situation, and challenge poor communication.
What should be done if communication becomes poor?
If communication becomes poor, it should be challenged correctly.
What should be considered during high pressure situations?
Think about what to say before saying it, speak slowly and clearly, and take time to structure and converse well.
What does ABC-P stand for?
ABC-P stands for Accurate, Brief, Clear, and Professional.
How should time be conveyed in safety critical communication?
Time should be conveyed in the 24-hour clock.
What is the structure of conversations during safety critical communication?
- Opening = Where I am, Who I am
- Information = What has happened
- Actions = Can be passed both ways, be definitive
- Confirmation = ‘Repeat back’
What are some standard phrases used in safety critical communication?
‘Repeat back’, ‘Correction’, ‘This is an emergency call’, ‘Over’, ‘Out’.
What are some barriers to communication?
Barriers include our environment, equipment barriers, and linguistic barriers.
What should be done to improve communication?
Find the best position to communicate, speak slowly and at a good volume, and avoid ambiguous language.
What is active listening?
Active listening is hearing, understanding, and providing an appropriate response.
How can a professional working relationship be developed?
Consider others’ needs, be respectful, avoid passive or aggressive behavior, be assertive, and challenge things effectively.
What is important when challenging incorrect communication?
Be polite not rude, assertive not aggressive, and question the content of the conversation without accusing the person.
Why is it important to understand others fully?
It is important to understand others fully, especially colleagues under pressure, to help calm them and structure the conversation.
