Effective communication
The Importance of Effective Communication in Occupational Health and Safety
According to the Oxford English Dictionary, communication is defined as:
“The imparting or exchanging of information by speaking, writing, or using some other medium.”
Communication involves not only the transmission of messages from one person but also the reception and understanding of those messages by another or others. This exchange is not always verbal.
Reasons for Communication
There are many reasons why we communicate with each other:
- Providing information
- Solving problems
- Understanding needs
- Sharing ideas
- Allowing for feedback
- Making decisions
- Reviewing and evaluating actions
- Ensuring worker inclusion
Effective Communication
Effective communication ensures that all parties are listening and have the opportunity to express their viewpoints. The approach to achieving this varies depending on the participants involved. It is the difference between merely delivering information and ensuring it is understood by the recipient.
Regardless of the reason or form of communication, it is important to adapt the communication method and approach to the target audience without patronizing or confusing them.
Communication in Health and Safety Management
Effective Health and Safety management requires reliable communication. A breakdown in communication can lead to a failure in SHE (Safety, Health, and Environmental) policies and controls, making it evident that OHS (Occupational Health and Safety) relies heavily on effective communication.
Non-Verbal Communication and Body Language
Communication goes beyond words; body language and expression play a significant role in person-to-person communication. These non-verbal cues can reflect true feelings more accurately than spoken words. However, interpreting body language is complex. For instance, a person who is cold might display the same body language as someone who feels defensive. Therefore, a pragmatic but considerate approach is necessary when considering workplace communication within Health and Safety policy.
Communication Types to Promote Health and Safety
As outlined in SHEilds' Diploma material, communication types to promote Health and Safety messages within an organization can be categorized under five headings:
- Verbal: Meetings, presentations, lectures, toolbox talks, workshops, and informal/formal conversations (face-to-face, phone/video conference).
- Electronic: Emails, social media, conference calls, Skype.
- Printed: Procedures, policies, risk assessments, manufacturer or supplier information, instructions, leaflets, handbooks.
- Pictorial: Diagrams, charts, displays, photographs, drawings, safety videos, safety signs.
- Social: Informal discussions.
Each of these communication types can take various forms depending on the purpose of the communication.
Communication in Health and Safety
Verbal Communication: This can be used for various purposes such as giving instructions, asking questions, and facilitating discussions. For verbal communication to be effective, the listener must understand what is being said and feel able to clarify any points they do not understand. It is a proactive form of communication that does not rely on written correspondence.
Electronic Communication: Provides a written record of communication and forms part of an audit trail, useful for those accredited to ISO 9001 (quality management). It avoids ambiguity and can be sent to multiple people at different sites quickly.
Social Media: This is an expected form of communication with stakeholders for any organization. It allows messages and marketing to reach thousands of people through platforms like Facebook, Twitter, Instagram, and LinkedIn. However, it must be managed by trained individuals to ensure impartiality and good customer relations, as complaints are often aired online rather than directly with the organization.
Printed Communication: Essential in Health and Safety for promoting and conveying critical safety information such as hazards, risks, control measures, and reports. This information can be disseminated to relevant parties.
Pictorial Communication: Involves mandatory signage with colors representing different types of signage (green for exit routes, first aid, muster points, yellow for danger, and blue for mandatory). Other pictorial representations can be used for training, accident/incident evidence, or mapping progress or targets through charts or graphs.
Social Communication: Involves sessions where ideas are exchanged but can also lead to rumors and unease. A poor safety culture will have informal discussions on organizational issues, and to address this, managers need to enable workers to voice their opinions effectively through formal meetings and consultations.
Barriers to Effective Communication
Barriers to effective communication can arise from various factors:
- Conflict among workers
- Complaints from stakeholders or customers
- Harassment or bullying in the workplace
- Difficulties over resource allocation
- Time pressures from targets or high productivity expectations
- Lack of understanding or knowledge
- Poor consultation or communication between management and workers
- Lack of interest by either or both parties
- Being unprepared
- Not listening or being listened to
- Too much or too little information
- Excessive technical information or jargon for the target audience
- Environmental factors such as noise, cultural, linguistic, disability, or physical barriers like a table or desk
- Inappropriate body language
To avoid such situations or resolve disputes and complaints, a consistent approach following a set procedure is required. This ensures all areas are dealt with uniformly and provides guidance on mediation or conflict resolution. A good policy for complaints or disputes will outline to all parties what can be expected.
Guidelines for Effective Communication
- Think first
- Keep it short and simple (KISS)
- Avoid ambiguity
- Keep it relevant
- Put it into context
- Make it interesting
- Use an appropriate style and language
- Use an appropriate medium
- Avoid jargon
- Check understanding (feedback)
Conclusion
Without effective communication, the delivery of a functional Health, Safety, and Environmental management strategy becomes impossible. No amount of assessment, planning, and control measures will reduce risk if staff do not understand or feel motivated to engage with them.
