Reduce Human Error and Situational Ambiguity

1. Reduce Human Error and Situational Ambiguity

2. Studies have shown that ambiguous work instructions and operating procedures can lead to human error. Ambiguous or easily misinterpreted procedures, conflicting procedures, reliance on “operator techniques” instead of formal procedures, and personal biases all can lead to serious incidents and events. One of the eye-opening exercises we do in EPI training is called the Origami experience. It goes like this…

3. • Fold your sheet of paper in half. • Cut off the upper right-hand corner. • Fold your paper in half again. • Cut off the lower right-hand corner. • Fold your paper in half. Instructor speaking to class: • Cut off the upper left-hand corner. • Fold in half a final time. • Cut off the lower left-hand corner. • Unfold your paper and hold it up. Find the blank sheet of paper in the space in front of you. This will be a one-way communication. Now close your eyes and follow my exact instructions.

4. Did You Feel a PINCH? Everyone’s paper is typically quite different. Why are they so different? Were the instructions unclear? Where did things start to feel unclear. When did you first feel the Pinch? For most of you, probably at the very first step. What orientation? Did you feel the pinch? If you ever feel a pinch, even if you are alone, you should STOP and verbalize it.

5. Now Let’s use our AESOP tool. Starting with the A: Was the assignment clear? Seemed simple but was not clear. Now onto the E. Did you have the required resources? We had no scissors! Many of you improvised by tearing, right? How often do we do that in the real world? What about the O for Obstacles? Our eyes were closed! How about P? Personnel? Clearly, I was not the right person for this job, nor were you as I expected you to have go-go gadget scissor arms or to be Edward Scissorhands. The Situation: So where would that leave us? Maybe yellow? This was low stakes, but what about something with higher stakes?

6. What if we were working on a $240M satellite? Talk about a critical time to speak up and say, “Something is not right here!!!” When stress is added to ambiguity our resistance to ambiguity grows strongest and errors occur.

7. Ambiguity at work can make a job more challenging, but you can often use certain techniques and strategies to overcome many ambiguous situations and reduce human error. Conquering Ambiguity • Good Communication is the best way to remove ambiguity and the anxiety that accompanies it. • When giving information about changes, provide as much detail as you can. • If you are a subordinate, ask for clarification or feedback when you come across ambiguity. • Document and update Standard Operating Procedures • Provide clear job descriptions for each role and a set of expectations, goals and deadlines. • Lastly, use EPI’s training program on how to reduce human error at workplace

8. Training and Practice Conquering ambiguity becomes an even more essential key competency skill to have as you go higher the career ladder because the higher the rank, the more situations where you would have to rely on information given to you by others. With time, training and practice, dealing with ambiguity will feel exciting and rewarding and will reduce human error. Join the Error Prevention Institute Training Program and conquer ambiguity to reduce human error in your workplace. https://www.errorpreventioninstitute.com/