Communicate individual roles, responsibilities, expected behaviours, results and standards in clear, unmistakable terms.

Create an atmosphere of open communication. Leaders actively listen to what others say as well as how they say it. They encourage individuals to identify weaknesses with organisational processes, such as programme deficiencies or an inadequate labelling process that could create the conditions for error. Leaders establish high levels of trust to encourage individuals at all levels to seek assistance and share and learn from mistakes. One effective method to enhance communication is to hold a “time-out” from routine work to discuss department human performance problems.

Challenge values, assumptions and beliefs that could potentially lead to complacency. Leaders continually monitor organisational processes, values and problem solving methods to detect organisational weaknesses that could affect the workplace. For instance, differing opinions and ways that break with tradition (business as usual) may not be encouraged by some individuals. Consequently, weaknesses in important decisions or incorrect assumptions might go undetected.

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