HUMAN FACTORS
communication, true three-way communication, can resolve many of the other soft skills. What is three-way communication?
We are all familiar with the classic two-way communication: up and down the chain of command –
management to employee; employee to management. Three-way adds the lateral communication: management with management and employee with employee. An organization with active three-way communication will promote teamwork, manage
and respond to assertiveness, enhance awareness and likely help manage stress, especially the stress generated by work pressures. Often, the workplace pressures caused by scheduling can be resolved by management communicating realistic schedules and expectations and the employees communicating their needs to meet the schedules. The last two elements, distraction
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and fatigue, are certainly shared responsibilities between the organization and the individual. I would like to focus this discussion on what the organization can do to promote the individual’s consciousness of his or her limitations as well as what the organization can do to manage the elements directly. These two elements highlight a basic question: Where is the technician’s mind? Can they focus on the critical step in front of them, or is their mind a dozen miles away? Managing distractions and fatigue from non- work causes is as important as those in the workplace since they have a direct impact on where the technician’s mind and thoughts are while performing tasks. To promote self-management of human limitation, the organization must implement a non-punitive environment. If the individual is conscious of personal limitations, he or she must be encouraged to share with management so the limitation can be managed. Without a positive non-punitive workplace, the individual will be encouraged to conceal a limitation, which increases the risk of less-than-desired task quality. This less-than-desired performance often leads to reduced efficiency, an increase in failures leading to longer projects or tasks requiring rework, and occasionally becomes the causal factor in an accident or incident.
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DOMmagazine.com | mar 2020 Rapco 1-2 page -Brake
Innovators.indd 1 6/26/19 1:12 PM
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