Discussion - s1031cn0015

DOE-STD-1031-92

DISCUSSION

All of us depend on verbal communication for the exchange of information or instructions.

Depending on the job, an individual may be responsible for transmitting or receiving

information in the form of operating instructions, feedback on the results of operations,

reports of operational data, or emergency warnings and instructions. Whether face-to-

face or electronic communication, this information has to be transmitted and received; it

has to be accurate and complete; most importantly, it has to be understood.

Communication problems have caused many adverse situations in Department of Energy

(DOE) facilities. Inadequate communication can be identified as a causal or contributing

factor in human performance-related events. Principal areas in which poor

communications can cause problems include shift turnover, pre-job briefings, and during

job performance. Facilities can reduce the contribution to adverse situations by ensuring

that verbal communications are conducted in a formal and disciplined manner and that

communication systems are properly used. Formality in communication is especially

important when personnel safety is involved or complex evolutions are performed.

Just as there are different messages to be communicated, there are different methods of

audible communication (e.g., face-to-face, party-line, point-to-point, and public address

announcements). Each method requires the use of specific techniques to effectively

communicate the necessary information. This guide presents communication techniques

that have proved successful in the commercial industry, government, and the military.