In Module Three we learned about the importance of recognizing appropriate safety behaviors to improve employee involvement, the third element of a world-class safety and health management culture. In this module we'll continue learning about increasing employee involvement through effective communications. Effective communications is extremely important to the goal of increasing employee involvement in safety and health. Skilled safety communications will support leadership, at all levels, from the CEO to the employee. So, let's get started with a review of some basic communications concepts and principles.

Return to sender...

The most basic communication theory talks about the requirement for both a sender and receiver in the communication process. The characteristics of the sender and receiver may be quite different. For instance, communication may take place between two individuals, two groups, two companies, two nations, and sometime in the future...(maybe) between two worlds. Although the scope of the communications process may expand, the process still boils down to basically two people talking over various channels.

The sender initiates the communication and the receiver receives, interprets, and responds to the communication. At this point the initial sender assumes the role of receiver. Where and how the process ends depends on the purpose of the communication and the dynamics of the process itself. Even the simplest communication between two individuals may be a very complicated process.

It's not what you say...it's how you say it!

Another important concept in communications is the Two-Level Theory which states that in any communications process messages are sent and received on two levels. The first level is called the content level and describes only what is sent. The only information transferred at this level is data, usually in the form of spoken words.

Speaking of data... Data, the android on Star Trek only communicates on the content level. If you are familiar with this character you know that the failure to communicate on a relationship level prevents him from becoming more like his human counterparts.

The second level of communication exists on a higher, more abstract plane. It's called the relationship level which describes the communication that establishes the relationship between the sender and the receiver. It's how the message is sent that sets up the relationship. Relationships between sender and receiver are always established with every communication. Generally the tone of voice and body language combine to set up relationships.

Back to Star Trek (the original series). James Kirk, the Captain of the Starship Enterprise, always communicated on both the content level and relationship level, while Mr. Spock, our favorite Vulcan, tried with some difficulty to communicate only on the content level. Consequently he always appeared cool, calm, cold, and mechanical.

Eggs on the wing...

Let's take a closer look at the dynamics of content/relationship communications:

Second Scenario: Charlie Pendergast is sitting at the breakfast table, face buried in the morning paper while his wife, Gloria is cooking up some bacon and eggs. Charlie, face in paper, obviously irritated, verbally assaults Gloria with, "Oh Dear, WHEN ARE THOSE EGGS GOING TO BE DONE?!" Gloria feels hurt and unappreciated. She slowly turns, fire in her eyes, and says, "Here they come now...DEAR!" and throws the plate full of eggs down on the table in front of him, and stomps off to the bedroom.

In both cases, the content of Charlie's message was exactly the same. However, the relationship set up between the two in the second scenario differed greatly from that established in scenario number one. Consequently, Gloria gave Charlie a vastly different response in the second scenario. In the first scenario, Charlie sent a positive relationship message. In the second scenario, the relationship message was very negative. To Gloria, how Charlie sent the message had far more impact than what he said.

I'm Okay...You are Okay...

So how does all this fit into workplace safety and health?

A most important responsibility!

If you are a safety committee representative, think about the relationship set up between you and your co-workers. What happens when you receive their concerns and suggestions, report them to the safety committee, but fail to provide feedback in a timely manner? Aren't you ignoring them? Again, it's the worst of all possible responses. Make sure that you get back with your co-workers as soon as possible to let them know the status of their concerns or suggestions. This is probably your most important job as a safety committee representative.

A rusty latch on the suggestion box...

How do you know your safety suggestion program is working? When the suggestion box isn't crammed with candy wrappers and the remnants of old tuna sandwiches. Well, it isn't that bad, but if your suggestion program results in only a few suggestions each month, that's a symptom of failure. So, let's look at it.

Again, communications is the key. If the program is failing, it means that those managing the program are not communicating well on the relationship level. They're not thanking employees in a timely manner for making suggestions. Program managers may be perceived as ignoring employees who make suggestions (shutter the thought). If management wants a successful suggestion program, they must effectively communicate that on both the content and relationship levels. On the content level, they can write a suggestion program plan, and inform everyone about it. On the relationship level, however, they need to respond positively to each and every suggestion employees make. That means action! It means showing appreciation through recognition and rewards, and it means acting on the suggestions offered.

Imagine, workers competing to be on the safety committee...

Are your co-workers just "dying" to be a member of the safety committee? Most likely not. Why not? They really don't perceive much benefit from it, do they? So how do we increase employee involvement in the safety committee? Well, that's one of the subjects discussed in OSTN Course 701, Safety Committee Operations. But for now, it's time for you to take this module's quiz. Good luck!

Take the review Quiz Questions from the final exam come directly from module quizzes. Study the answers to each quiz, and you should easily pass the final exam!