In the first two parts of this series, we looked at the corporate and individual factors that contribute to errors in the workplace. Now let's look at some strategies for prevention.

An Error-Free Workplace Involves Everyone

To improve performance and create an error-free workplace, you need to create and communicate a common vision for excellence and reiterate that vision as often as possible. To increase the likelihood of breaking free of the bonds of the old culture and the old way of doing things, you must also ensure that your efforts involve all levels of employees including:

The self-management level. Each person must have the skills to observe and take personal responsibility to manage his/her own level of attention and focus, as well as his/her own attitudes and behaviors on and off the job.

The peer/team support level. People need to develop an attitude of mutual support and caring for what they do individually and collectively. They must also be willing to intervene at any time to encourage their co-workers, regardless of their position, to be excellent. Skills are needed to do this constructively.

The leadership-management, supervisory and labor level. All levels of leadership must be able to put aside political and business issues to create and maintain an environment in which everyone can work in an excellent and quality manner regardless of external or internal organizational circumstances.

The organizational level. You must address the culture and the norms, values, beliefs, attitudes and commitments of the company and its employees. A commitment to excellence, including safety, health and the environment, must be a core value. The attitudes and behaviors that reflect these values must be encouraged, supported and acknowledged.

Employees' Role in Error Prevention

Total employee involvement is a key to error prevention. All team members must see themselves as leaders and proactively seek ways to identify and solve performance problems.

Sometimes employees become defensive about errors and performance problems and assume the posture of "victim." They blame the company for being lax, other individuals for being careless or equipment for being inadequate.

Other employees are like spectators at a game who passively observe. They may comment to themselves or to the people around them about how the game should be played, but they seldom take effective action to help others prevent errors and incidents. This behavior is often the product of the individual's past negative interactions with co-workers or leadership.

You need to encourage employees to take personal responsibility and participate. You also need to train them and help them improve their interpersonal interactions.

Error Reduction through Self-Management

Employees who are worried about being laid off, sidetracked by challenging new duties or concerned about problems at home do not bring a clear mind to the job. This diminished ability to focus can lead to error, and decrease the ability to manage personal performance and that of others.

Thus, an important strategy for error reduction is to increase employee proficiency in self-management, interpersonal, leadership and management skills. Honing these basic workplace skills can help prevent operational errors and reduce the possibility of accidents, injuries and incidents.

Error Reduction through Team Support

One of the most effective antidotes to errors is teamwork. Teamwork is particularly important given the complexity of roles assigned and taken on in the workplace. Total independence in working is an illusion that diminishes effectiveness and enhances the risk of error.

Functioning as a team requires that employees have the skills to communicate, cooperate and support each other in both routine and emergency situations. They need the peace of mind that comes from knowing that the system in which they operate supports them as individuals and as team members.

Communication is critical. Employees must be clear and consistent in the expression of their commitment to excellence. They must know how to elicit commitments from each other and from their co-workers for what is required and they must know how to coach and counsel each other to achieve their results. They must also be able and willing to communicate (speak and listen) with each other, laterally and vertically and to operate as a team in which the risks and rewards are shared. Simple methods to double-check what was heard against what was said can avoid misinterpretations that can lead to errors occurring.

Case Study

There are numerous cognitive issues that affect the quality of work and the likelihood of error. A notable example is complacency which places employees, customers and the public at risk of serious errors. It is important to understand how complacency sets in. The culprits are behaviors such as losing focus or taking shortcuts and bypassing protocols. Self-observation skills are a valuable tool in overcoming complacency and avoiding errors.

For example, while training control room operators for a major utility, my colleagues and I discovered that a common cause of errors occurred when people in the field automatically repeated back the operator's instructions word for word, but without fully understanding what they were being asked to do. The operators received training on how to detect this simple" parroting" of their instructions, which, if undetected, might have led to a number of potential incidents.

Conclusion

All levels of employees play a key role in error prevention. They must receive proper training in teamwork and communication. But to motivate a change in behavior, they must change their underlying attitudes and beliefs. And this is where the leadership-management and organizational levels come in. Next week, we'll take a look at the roles of those levels in error reduction.

GO FIGURE
College Students and Alcohol

By Catherine Jones

2.1 MILLION

Do you know what this figure represents?

Answer: That's the number of college students between the ages of 18 and 24 who drove under the influence of alcohol in 2005.

Here are some other college drinking statistics*:

• 599,000 college students between the ages of 18 and 24 are unintentionally injured under the influence of alcohol
• 150,000 and more college students develop an alcohol-related health problem
• 11% of college students report participating in vandalism while under the influence of alcohol
• 25% of college students report that their schooling suffers as a result of alcohol consumption, including doing poorly on exams, missing classes and receiving lower grades overall.

(*Source: US Federal government's National Institute on Alcohol Abuse and Alcoholism)

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10 Personal Safety Tips

For College Students

By Catherine Jones

The NIAAA statistics above are sobering - particularly for parents sending their child off to the first year at college. For many young people, this is the first time they've been solely responsible for their safety and security. And alcohol is not the only danger out there. Did you know that 80% of college crimes are committed by students against other students?

If you're helping your son or daughter pack-up for college, tuck these tips into their suitcase to help them stay safe on campus:

1. Most campuses have a "panic phone" system. Know where these are.
2. Have a safety buddy, someone you can call for a ride or for help, and create a code word or phrase that means "Come help me out of this" or "I'm in trouble."
3. Before going to a party, tell a friend where you're going and when you'll be back. Let them know if your plans change.
4. Take turns being a designated driver or sober companion. You could save someone's life.
5. If a party gets out of hand, leave!
6. Never, ever leave your drink alone or with someone you don't know. Date rape drugs are easy to use. And men are just as vulnerable as women.
7. Don't take drinks or anything else from strangers, even food.
8. Don't ride with drunk or drugged drivers.
9. Don't offer rides to people you don't know.
10. Trust your instincts!

And here's what parents can do:

1. Ask the college administrators about campus alcohol policies.
2. Talk to your kids about the legal penalties for underage drinking.
3. Discuss the possible consequences of drinking, including date rape, violence and school interference.
4. Know your child's roommate and living arrangements.
5. Call your son or daughter frequently.

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