Jürgen Tietz

We’re surrounded by signals all the time, from radio, TV, mobiles and, nowadays, wi-fi. It’s getting to the point where there’s so much noise that we only hear the louder, specifically-targeted messages. The weaker signals just get lost, unless we move to a better spot so as to hear more clearly.

This analogy applies to many relationships, whether it is in the family through parenting, or in organisations through leadership, or in politics (Gupta). When there is power, or a hierarchy, at play, the situation often becomes one-sided. The one who is in power talks and expects the others to listen – a case of “Do as I tell you.”

In an organisation, the leadership has the strongest signal. They have direct access to wi-fi and call centres, while the people who ‘push the buttons and use the tools’ can only use the much weaker signals. The wi-fi is made up of policies, procedures, papers and all sorts of instructions. It’s all top down, one-way communication and often complicated by conflicting and inconsistent signals such as “Safety First and Zero Harm, but meet the Production, Costs, Quality and other Targets first”.

The Suggestion box, BBS observations, H&S Rep reports and other tools and techniques used to connect with the people who ‘push the buttons and use the tools’, are the equivalent of the call centre. You hear clearly: “Your call is important to us, and will be attended to shortly … For quality purposes the call will be recorded … We are currently experiencing high call volumes … Please hold … ”. In the end, the call is logged but seldom leads to ACTION.

The weak signals are always there, if we care to listen carefully. Everytime there’s an enquiry or investigation into a serious incident or injury, we hear these weak signals clearly. They often start with “We” followed by “told; observed; reported; requested; asked; complained; warned you” and similar action words. Often the organisation’s culture weakens the signals further by virtue of the fear of speaking up or taking a stand, all kinds of threats, blaming and shaming, a lack of action and priority or being taken seriously.
These weak signals require little effort to pick up on at the time but, if lost in the noise, can lead to serious consequences.

ESSENTIAL LINKS

The Safety Rep’s Survival Guide  –  what it is and why you need it

Let me help your staff reflect upon, recommit to and be responsible for championing your safety culture.

Search the S.H.E. ATM  –  for safety and wellness answers, tools and methods

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