H7: Communication

Changing of shifts has been identified as a critical time for making errors. At shift changeover time, it is vitally important that

• changeover is planned and effective communication between shifts is made.

• both shifts work together for half an hour at changeover so that the incoming shift knows what the outgoing shift was doing.

• all work is completed and signed up so that the new shift does not have to pick up where the earlier shift left off.

Shift changeover is critical and is vulnerable to errors. The best way to minimize human errors during shift changeover is

• to spend half an hour during changeover by both shifts to discuss the work that has been done by earlier shift.

• to ensure that shift changeover is planned and effective communication established between both shifts.

• to ensure that earlier shift signs off all work cards so that the shift taking over will not have to repeat the procedures.

There are three ways of communication: Upward, downward and horizontal. Which one below is an example of horizontal communication?

• 2 tradesmen discussing troubleshooting of autopilot system

• supervisor delegating tasks to crew members

• monthly meeting with manager

A memorandum from a senior manager about new policies to the canteen is

• A top-down communication

• Sideways communication

• Upwards communication

Body language in the workshop is

• restricted to touch

• restricted to facial expressions

• used to supplement oral communication

A barrier to effective listening is when an individual focuses on what he wants to hear next rather than listening to what the speaker is saying. To overcome this barrier, the listener should

• make mental summary of what is being said

• reduce outside distractions by concentrating on the speaker

• be aware that this is a natural human tendency and focus on the speaker

Good communication at the work place is important for a job to be carried out effectively. Good communication will be hindered at the shop area if

• there are too many bosses giving instructions

• instructions are difficult to provide for foreign workers

• the people-in-charge do not know how to give proper instructions

• there is a quarrel between the men and the supervisor

If you wish to form a team to look into workplace safety design, you should

• seek support from the workers

• seek support from the management

• seek support from every department

• seek support from the company safety committee

In the communication process, the form of communication

• can be written

• should be spoken

• includes spoken, written or visual

• does not include visual

All of the following are forms of communication except

• Reading a circular

• Thinking of ways to improve performance

• Giving a teammate a “thumbs-up”

• Listening to announcements