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Dennis Fox, Certified Professional Behavioral Analyst, Advanced SQ Certification Practitioner CEO, The Client Development Institute

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Presentation on theme: "Dennis Fox, Certified Professional Behavioral Analyst, Advanced SQ Certification Practitioner CEO, The Client Development Institute"— Presentation transcript:

1 Dennis Fox, Certified Professional Behavioral Analyst, Advanced SQ Certification Practitioner CEO, The Client Development Institute “Understanding Human Error: An Innovative Workplace Safety Approach”

2 The Link between personality and preventable incidents What is Personality Awareness? How to recognize personality-risk areas Test yourself Learn to coach yourself and others What We’ll Cover Today

3 3 Why do people react differently to this?

4 Icebreaker Turn to your neighbor. Introduce yourself and tell what is the most reckless, risky thing you’ve ever done?

5 We believe that… Errors are not always deliberate acts of violation. Behavior is an outcome, BUT human error is not always the outcome of choices. Accidents are not linear. They happen in a 3 dimensional way with various factors, including internal (stress, fatigue, impairment, personality). We cannot “punish away” error.

6 How Do YOU React to This?

7

8 Jan 2012: Italian Cruise Ship Costa Concordia HUMAN ERROR

9 July 2013: Spanish Train Crash HUMAN ERROR

10 Any Day on Any Job Site HUMAN ERROR

11 90% of incidents are caused by HUMAN ERROR Source: Industrial Psychology Research Centre, Oil & Gas Industry Safety Conference, Perth, Nov 2003

12

13 Average annual cost of workplace injuries: $50 billion/yr (source: 2009 Liberty Mutual Workplace Safety Index) Injury costs equal ¼ of each dollar of pretax corporate profits (source: 2009 Liberty Mutual Workplace Safety Index) The Problem: Preventable Incidents

14 $1.2 million INDIRECT COSTS productivity loss property damage replacement worker(s) hiring & training legal costs fines & penalties investigation costs brand & reputation employee morale customer dissatisfaction $288,000 DIRECT COSTS medical, workers comp Lost-Time Injury Adapted from Practical Loss Control Leadership (Revised ed.), by F.E. Bird Jr. and G.L. Germain, 1985

15 People evaluate the seriousness of an event by the result. We should evaluate by the potential result.

16 EXERCISE: Close your eyes and imagine your next incident…. Predict WHERE will it be? Predict HOW will it happen? Predict WHO will cause it?

17 Because people usually act in predictable ways. Why do certain people come to mind? Because people usually act in predictable ways.

18 The field of predictive analytics is exploding!

19 explosion at Exxon refinery in New Jersey $5M damage to plant $1.5M medical treatment for one man

20 Charlie Morecraft

21 CAUSES 1.operator did not follow proper procedures ignored shut-off valves left vehicle running 2.operator was not wearing PPE properly no eyewear sleeves rolled up

22 “All my life, I was….”  a rebel  a risk taker  a thrill seeker How Charlie describes himself:

23 “My behavior was a result of who I was. I was making bad choices in my life every day. Looking back, it was predictable that something was going to happen, sooner or later.”

24 REWIND: Leading up to the Aug 8, 1980 event, what was Charlie’s pattern of unsafe actions and thoughts?

25

26 This is where personality-risk assessments come in WHERE will it be? HOW will it happen? WHO will be involved?

27 1.Equipment 2.Rules & Procedures 3.Training 4.Staff positions with the right people 5.Tailor training and coaching to individual personalities New Research is focusing on # 4 and # 5 A Missing Piece of the Safety Puzzle

28 The Psychology & Social Science of Personality Awareness

29 What is Personality? natural “default settings” how we are “hard wired” knee-jerk reactions predictable tendencies, impulses, urges Personality is a causal factor for driving behavior Personality is resistant to change

30 Sample Results

31 Answering Survey Questions that follow… 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

32 Survey Questions 1.I ask questions that nobody else does. 2.I challenge others' points of view. 3.I do things my own way whenever I can get away with it. 4.I prefer to learn things my own way rather than by following directions. 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

33 Rule Resistant vs. Compliant Higher risk people can be defiant, contemptuous of authority and may ignore rules. Low scorers tend to be compliant and take comfort in rules and guidelines.

34 Survey Results: Resistant 1.I ask questions that nobody else does. 2.I challenge others' points of view. 3.I do things my own way whenever I can get away with it. 4.I prefer to learn things my own way rather than by following directions. If your score is above 15, then you’re more RESISTANT than the general population. 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

35 Survey Questions 1.I'm always preoccupied about something. 2.People would describe me as 'high strung'. 3.I often feel overwhelmed with all the things I have to do. 4.I get discouraged more often than most people. 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

36 Anxious/Panicky vs. Calm/Steady Higher risk people may panic and freeze in unpredictable situations. Low scorers tend to remain calm and think clearly, even in unpredictable situations.

37 Survey Results: Anxiety 1.I'm always preoccupied about something. 2.People would describe me as 'high strung'. 3.I often feel overwhelmed with all the things I have to do. 4.I get discouraged more often than most people. If your score is above 15, then you’re more ANXIOUS than the general population. 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

38 Survey Questions 1.I get upset about stuff that may seem small to others. 2.I confront others if they behave badly. 3.I don't let anyone get away with insulting me. 4.I often say things I later regret. 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

39 Irritable vs. Even Tempered Higher risk people tend to become easily annoyed, irritated, and angry with others. Low scorers control emotions, are even-tempered and rarely show agitation.

40 Survey Results: Irritable 1.I get upset about stuff that may seem small to others. 2.I confront others if they behave badly. 3.I don't let anyone get away with insulting me. 4.I often say things I later regret. If your score is above 15, then you’re more IRRITABLE than the general population. 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

41 Survey Questions 1.I have a hard time staying focused when doing repetitive tasks. 2.I don't like focusing on one thing at a time. 3.I'd rather make it up as I go along than follow a detailed plan. 4.I don't like to plan far in advance. 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

42 Distractible Higher risk people need variety and stimulation and can become easily bored, inattentive and lose focus. Low scorers tend to be vigilant and stay focused on the task at hand.

43 Distractedness “Mind Wandering”is now a serious research topic People spend 46.9% of their waking hours thinking about something other than the task at hand. source: Gilbert & Killingsworth, Nov 11, 2010, Journal of Science Mindfulness training is now a huge business.

44 Survey Results: Distractible 1.I have a hard time staying focused when doing repetitive tasks. 2.I don't like focusing on one thing at a time. 3.I'd rather make it up as I go along than follow a detailed plan. 4.I don't like to plan far in advance. If your score is above 15, then you’re more DISTRACTIBLE than the general population. 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

45 Survey Questions 1.I often make last-minute decisions. 2.People would describe me as someone who likes to take chances. 3.I do things others are afraid of doing. 4.I often make decisions without worrying about the consequences. 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

46 Impulsive Higher risk people may be reckless and prone to taking unnecessary risks. Low scorers tend to be more cautious. They evaluate options and analyze risk before making decisions.

47 Survey Results: Impulsive 1.I often make last-minute decisions. 2.People would describe me as someone who likes to take chances. 3.I do things others are afraid of doing. 4.I often make decisions without worrying about the consequences. If your score is above 15, then you’re more IMPULSIVE than the general population. 1 = Strongly Disagree 2 = Disagree 3 = Neutral or Undecided 4 = Agree 5 = Strongly Agree

48 primary use: Front-line employees Managers often score “Higher-Risk” no right or wrong personality “High Risk”: Probability vs. Certainty proven validity and reliability Things to Remember

49 Research Study Study: 603 miners Front-line workers who scored in the High Risk range on Irritable had: avg First Aid rate 107% higher (double) Front-line workers who scored in the High Risk range on Resistant had: avg First Aid incident rate 46% higher avg Recordable Injury rate 88% higher source: TalentClick research division, 2014

50 Research Study Source: TalentClick research division 2012 Participants: 339 Adult Drivers Drivers with highly Distractible scores had: 40% higher At-Fault Accident rate Drivers with highly Resistant scores had: 130% higher At-Fault Accident rate 362% higher average number of Traffic Tickets (4 ½ times higher) Drivers with highly Irritable scores had: 158% higher At-Fault Accident rate 38% higher Near Miss rate

51 Research Study Study: 645 Oil & Gas construction employees Workers with high Impulsive scores had an incident rate 5 times higher than those with low and average scores. Foremen with high Resistant scores had an average incident rate 2.3 times higher than those with low and average scores. Foremen with high Irritable scores had an average incident rate 4 times higher than those with low scores. source: TalentClick research division,

52 What do we do with the results? 1.Self-Awareness Self-Coaching 2. Supervisor Coaching Performance Mgmt

53 Self-Awareness / Self-Coaching

54

55 Self-Coaching Plan

56 We can change! (not our personalities but our choices and behaviors) Self Awareness / Self-Coaching Excitable personbetter listening Irritable person less confrontation Impulsive person thinking about consequences

57 What do we do with the results? 1.Self-Awareness Self-Coaching 2. Supervisor Coaching Performance Mgmt

58 Coaching Tips place of concern two-way dialogue, not one-way lecture eliminate “pencil whipping” positive reinforcement focus on the right behavior

59 Resistant There is a new rule in place, and you must now inspect everyone’s uniform at the start of every shift to make sure their attire is up to standard. What is the WRONG thing to say?

60 Resistant: Training/Coaching Tips Coaching for “Higher-Risk” Employees: o “I need to explain to you the reason this SOP is in place. Let me tell you a story about Bill…” o “Please give your suggestions to me. Don’t gossip and complain and get your co-workers riled up.” Management Tips: Monitoring of compliance to rules and regulations may be necessary May benefit from knowing the reasons behind rules

61 Anxious/Panicky Your crew’s work has piled up and your project is behind. You’re trying to hire people but until then everyone must work faster. What is the WRONG thing to say?

62 Anxious: Training/Coaching Tips Coaching for “Higher-Risk” Employees: o “Let’s try to limit your time working in high stress and pressure-filled situations.” o “Ask me for ideas on how you can improve.” Management Tips: May need to be reminded that mistakes are improvement opportunities Should be encouraged to build self- confidence through skills development

63 Irritable It’s almost the end of the day. It’s hot, your muscles are aching, and your co-worker Nick beside you won’t stop talking. What is the WRONG thing to say?

64 Irritable: Training/Coaching Tips Coaching for “Higher-Risk” Employees: o “You may get annoyed easily when you're stressed, tired or in a rush.” o “Count to 10 to “cool off” after becoming irritated.” o “Concentrate on things you can control.” Management Tips: May need encouragement to let go of grudges or disappointments Would benefit from hearing positive performance feedback

65 Distractible You have a worker who has been completing the same task, over and over, for 10 days straight. You notice his attention wandering and he is losing focus. What is the WRONG thing to say?

66 Distractible: Training/Coaching Tips Coaching for “Higher-Risk” Employees: o “You may become bored or restless quickly.” o “Let’s break up your work into 30 minute chunks when we can.” o “Force yourself to stay focused when doing a task. When you’re losing focus, tell me.” Management Tips: May not be suited to roles that require long periods of independent work Best suited roles involve limited amounts of repetitive or routine tasks

67 Impulsive The warehouse is almost vacant. You overhear two forklift drivers say it might be fun to set up an obstacle course to race around. What is the WRONG thing to say?

68 Impulsive: Training/Coaching Tips Coaching for “Higher-Risk” Employees: o “Watch that you don't become over-confident and take unsafe risks.” o “Resist the temptation to bend rules and policies.” o “Think through what could happen. Let me tell you a story…” Management Tips: Needs to be reminded of consequences. Would benefit from regular reinforcement of expectations

69 Org Risk Analysis: Group Analytics

70 Org Analysis: Benchmarking against Industry

71 Org Analysis: Benchmarking against Occupation

72 Takeaway Points 1.Most preventable incidents are caused by human error. 2.Human Error is linked to Personality. 3.Personality is predictable. 4.Personality is measurable in front-line workers. 5.Behavioral change—and incident reduction—can come from self-awareness and coaching.

73 Invitation : 1)Free Safety-based personality test with Safety Self-Awareness workbook-for 7 days! 2)For copies of the Research Studies 3)Indicate whether Driver Safety/Construction/Mining Studies/Integrity Testing in Nursing homes Contact Dennis at


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