“Understanding Human Error: An Innovative
Workplace Safety Approach”
Dennis Fox, Certified Professional Behavioral Analyst,
Advanced SQ Certification Practitioner
CEO, The Client Development Institute
dennisfox@clientdevelopmentinst.com
What We’ll Cover Today
• 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
Why do people react differently to this?
3
Icebreaker
Turn to your neighbor.
Introduce yourself and tell what is the
most reckless, risky thing you’ve ever
done?
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.
How Do YOU React to This?
Jan 2012: Italian Cruise Ship
Costa Concordia
July 2013: Spanish Train Crash
Any Day on Any Job Site
90% of incidents
are caused by HUMAN ERROR
Source: Industrial Psychology Research Centre, Oil & Gas Industry Safety Conference, Perth, Nov 2003
The Problem: Preventable Incidents
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)
Lost-Time Injury
$288,000
DIRECT COSTS
• medical, workers comp
$1.2 million
INDIRECT COSTS
•
•
•
•
•
•
•
•
•
•
Adapted from Practical Loss Control Leadership (Revised ed.), by F.E. Bird Jr. and G.L. Germain, 1985
productivity loss
property damage
replacement worker(s)
hiring & training
legal costs
fines & penalties
investigation costs
brand & reputation
employee morale
customer dissatisfaction
People evaluate the seriousness of an event by the result.
We should evaluate by the potential result.
EXERCISE:
Close your eyes and imagine your next incident….
Predict WHERE will it be?
Predict HOW will it happen?
Predict WHO will cause it?
Why do certain people
come to mind?
Because people usually act
Because people usually act
in predictable ways.
in predictable ways.
The field of
predictive
analytics is
exploding!
• explosion at
Exxon refinery in
New Jersey
• $5M damage to
plant
• $1.5M medical
treatment for one
man
Charlie Morecraft
www.charliemorecraft.com
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
How Charlie describes himself:
“All my life, I was….”
 a rebel
 a risk taker
 a thrill seeker
How Charlie describes himself:
“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.”
REWIND:
Leading up to the Aug 8, 1980 event,
what was Charlie’s pattern of
unsafe actions and thoughts?
This is where personality-risk assessments come in
WHERE will it be?
HOW will it happen?
WHO will be involved?
A Missing Piece of the Safety Puzzle
New Research
is focusing on
# 4 and # 5
1.
2.
3.
4.
Equipment
Rules & Procedures
Training
Staff positions with the right
people
5. Tailor training and coaching to
individual personalities
The Psychology & Social Science of
Personality Awareness
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
Sample Results
Answering Survey Questions that follow…
1=
2=
3=
4=
5=
Strongly Disagree
Disagree
Neutral or Undecided
Agree
Strongly Agree
Survey Questions
1 = Strongly Disagree
2 = Disagree
3 = Neutral or Undecided
4 = Agree
5 = Strongly Agree
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.
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.
Survey Results: Resistant
1 = Strongly Disagree
2 = Disagree
3 = Neutral or Undecided
4 = Agree
5 = Strongly Agree
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.
Survey Questions
1 = Strongly Disagree
2 = Disagree
3 = Neutral or Undecided
4 = Agree
5 = Strongly Agree
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.
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.
Survey Results: Anxiety
1 = Strongly Disagree
2 = Disagree
3 = Neutral or Undecided
4 = Agree
5 = Strongly Agree
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.
Survey Questions
1 = Strongly Disagree
2 = Disagree
3 = Neutral or Undecided
4 = Agree
5 = Strongly Agree
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.
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.
Survey Results: Irritable
1 = Strongly Disagree
2 = Disagree
3 = Neutral or Undecided
4 = Agree
5 = Strongly Agree
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.
Survey Questions
1 = Strongly Disagree
2 = Disagree
3 = Neutral or Undecided
4 = Agree
5 = Strongly Agree
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.
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.
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.
Survey Results: Distractible
1 = Strongly Disagree
2 = Disagree
3 = Neutral or Undecided
4 = Agree
5 = Strongly Agree
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.
Survey Questions
1 = Strongly Disagree
2 = Disagree
3 = Neutral or Undecided
4 = Agree
5 = Strongly Agree
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.
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.
Survey Results: Impulsive
1 = Strongly Disagree
2 = Disagree
3 = Neutral or Undecided
4 = Agree
5 = Strongly Agree
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.
Things to Remember
• primary use: Front-line employees
• Managers often score “Higher-Risk”
• no right or wrong personality
• “High Risk”: Probability vs. Certainty
• proven validity and reliability
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
Research Study
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 (4½ times higher)
Drivers with highly Irritable scores had:
• 158% higher At-Fault Accident rate
• 38% higher Near Miss rate
Source: TalentClick research division 2012
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, 2012-2013
What do we do with the results?
1. Self-Awareness
Self-Coaching
2. Supervisor Coaching
Performance Mgmt
Self-Awareness / Self-Coaching
Self-Awareness / Self-Coaching
Self-Coaching Plan
Self Awareness / Self-Coaching
We can change!
(not our personalities but our choices and behaviors)
Excitable person
better listening
Irritable person
less confrontation
Impulsive person
thinking about consequences
What do we do with the results?
1. Self-Awareness
Self-Coaching
2. Supervisor Coaching
Performance Mgmt
Coaching Tips
•
•
•
•
•
place of concern
two-way dialogue, not one-way lecture
eliminate “pencil whipping”
positive reinforcement
focus on the right behavior
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?
Resistant: Training/Coaching Tips
Management Tips:
• Monitoring of compliance to rules and
regulations may be necessary
• May benefit from knowing the reasons behind
rules
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.”
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?
Anxious: Training/Coaching Tips
Management Tips:
• May need to be reminded that mistakes are
improvement opportunities
• Should be encouraged to build selfconfidence through skills development
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.”
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?
Irritable: Training/Coaching Tips
Management Tips:
• May need encouragement to let go of grudges
or disappointments
• Would benefit from hearing positive
performance feedback
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.”
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?
Distractible: Training/Coaching Tips
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
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.”
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?
Impulsive: Training/Coaching Tips
Management Tips:
• Needs to be reminded of consequences.
• Would benefit from regular reinforcement of
expectations
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…”
Org Risk Analysis: Group Analytics
Org Analysis: Benchmarking against Industry
Org Analysis: Benchmarking against Occupation
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.
Invitation:
1) Free Safety-based personality test with
Safety Self-Awareness workbook-for 7 days!
http://trysq.safety4now.com
2) For copies of the Research Studies
3) Indicate whether Driver
Safety/Construction/Mining Studies/Integrity
Testing in Nursing homes
4) dennisfox@clientdevelopmentinst.com
Contact Dennis at 800-989-7355