FH - M3

Human Factors

Communication

Human Factors

Communication

Think about a situation where communication played a crucial role in managing a crisis or incident at work.

1. How was communication handled?
2. Was it effective, or were there gaps?
3. What lessons did you learn from this experience?

Human Factors

Communication

Human Factors

Communication

Human Factors

Communication

Human Factors

Communication

Human Factors

Communication

Human Factors

Communication

Human Factors

Communication

Questions ?

Human Factors

Communication

Chernobyl disaster

It was a catastrophic nuclear accident that exposed a deep-rooted culture of secrecy and misinformation within the Soviet Union. Numerous pieces of critical information were withheld from the public, workers, and even higher-level officials, both before, during, and after the event.

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US Airways Flight 1549 Landing on the Hudson River

Pilot Chesley Sullenberger demonstrated exceptional situational awareness. He quickly assessed the severity of the double engine failure after the bird strike, the limited options available, and the potential consequences of each choice.Rapid decision-making: Faced with a critical situation, Sullenberger had to make a quick and decisive decision. He opted for an emergency water landing on the Hudson River, an unusual solution but one that proved to be the safest in this particular case.Limited consultation: Although he communicated with air traffic control, time was of the essence, and Sullenberger had to make this crucial decision largely on his own.Reflection and learning: This event was thoroughly analyzed by investigators. The findings have led to improvements in aviation safety procedures and highlighted the importance of training pilots to handle emergency situations.

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Chernobyl disaster

Before the Accident

Reactor Flaws: The RBMK-type reactor used at Chernobyl was known to have several inherent design flaws, including a positive void coefficient that made it unstable under certain conditions. These vulnerabilities were downplayed or kept secret from operators and the public. Inadequate Training: Operators of the RBMK reactor received insufficient training, particularly regarding emergency procedures. This lack of preparedness contributed significantly to the severity of the accident. Unauthorized Experiments: Engineers and technicians conducted unauthorized experiments on the reactor, increasing the risk of an accident. These experiments were hidden from higher-level officials and regulatory bodies.

• Participants were recruited for a study on "learning and memory"
• They were assigned the role of "teacher" while a confederate played the "learner"
• Teachers were instructed to administer electric shocks to learners for wrong answers, increasing the voltage with each mistake
• The shocks weren't real, but participants believed they were

Milgram's Obedience Experiment

Stanley Milgram conducted his famous obedience experiments in 1963 to investigate how far people would go in obeying an authority figure, even if it meant harming another person

65% of participants continued to the highest level of 450 voltsAll participants continued to at least 300 volts

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Milgram concluded that ordinary people can be coerced into harming others when pressured by authority figures. He termed this behavior "destructive obedience"

Chernobyl disaster

After the Accident

Long-Term Consequences: The long-term environmental and health impacts of the disaster were minimized. The Soviet government and subsequent Ukrainian authorities downplayed the extent of contamination and the potential for future health problems. Economic Costs: The economic costs of the disaster were significantly underestimated, and the cleanup and reconstruction efforts were insufficient. Political Accountability: There was little accountability for the disaster at the highest levels of government. Many of those responsible for the accident and the subsequent cover-up escaped punishment.

Chernobyl disaster

During the Accident

Severity of the Accident: The Soviet government initially downplayed the severity of the accident, fearing widespread panic and international condemnation. The true extent of the radioactive release and the potential health risks were concealed from the public. Causes of the Accident: The official narrative of the accident blamed human error, specifically the operators, rather than acknowledging the systemic failures in the reactor's design and the broader organizational culture. Health Risks: The health risks associated with radiation exposure were underestimated, and the public was provided with limited information about protective measures.

The Deepwater Horizon Disaster

Causes of the Disaster

The explosion of the Deepwater Horizon oil rig on April 20, 2010, in the Gulf of Mexico marked a turning point in the history of the oil industry. This disaster resulted in significant environmental, economic, and legal consequences.

Technical failures: Issues with well cementing and safety system failures Human error: Poor communication, rushed decisions, and procedural non-compliance Economic pressure: Desire to cut costs and speed up operations Corporate culture: A focus on production over risk management

• Heavy Human Toll
• Unprecedented Ecological Disaster
• Shared Responsibilities
• Exorbitant Financial Cost

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Dissemination of information

• Be aware that norms exist and that it can be dangerous not to follow them
• Be aware of instances where the procedures, practices or norms have been wrong
• Formal practices & policies vs ‘custom and practice’ - stress that the two should be the same
• The importance of providing the technician with usable procedures; the dangers of people cutting corners if procedures are difficult to use
• Appreciate the importance of information being kept up-to-date, and being accessible by those who need it; important/urgent information getting to the people who need it

To express hesitation or uncertainty To create dramatic effect As part of internet slang or memes

use of suspension points (...)

Indicate pauses in speech Signal the end of a message Express emotions or create emphasis Invite the reader to continue the conversation

use of suspension points (...)

VS

Old

Young

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"Hello... How are you doing...???"