Which Human Performance Tools aren't Human Performance Tools?
What am I talking about? Two tools that are commonly referred to in our world of Human Performance Improvement (HPI) to prevent human error are called "Questioning Attitude" and "Stop When Unsure." I'm challenging you to not consider these as tools in your arsenal against preventing events caused by human error. I have my reasons... keep reading...and find the secret to why Human Performance Tools work so well in the first place.
Does any of this sound familiar?
I was recently (and thankfully) reminded by my PPI buddy, Tim Autrey, that the people we are trying to influence do not need to know about the science behind why the (HPI) tools work, just that they do. I agree and like to simplify and keep concepts easy and tangible, as Tim also advises. With this in mind, how many Human Performance Tools does your program have? Is it simple and easy to explain? Keep it simple, right? A program that is supposed to help workers should not be difficult to remember or employ.
I previously worked with an organization that had many tools and kept them under two headings, "Fundamental" and "Conditional." Fundamental tools would be used all of the time, like Self-Checking, where conditional tools would be only used given a certain situation like a Post-Job Critique. This created quite a list and more for workers to remember, so job aids were created (pamphlets and badge cards). Confusion set in on whether or not the requirements for workers and management to constantly have their books or badge cards with them to show they are supporting the program. Too many tools causes confusion, as well...
Focus
I've also joined an organization where the previous Human Performance training indicated to "use all the Human Performance Tools every day, every job, every minute." Wait a second... If I focus on everything, I focus on nothing, right? Aren't these tools supposed to help my accuracy and improve situational awareness? They're certainly not supposed to get in the way of the work having a successful outcome.
Don't make my head spin, help me
Some nuclear stations were so inundated with confusion over the program from contractors coming in to support refuel outage work, and from in-house workers not seeing value in a program that is vast and not simplified. In response many of them held meetings with their Human Performance Steering Committees and asked variations on one important question: Which four human performance tools would you think would get the most bang for the buck for our station? I've also heard a different approach: Which 4 human performance tools would you want to use to dismantle a live bomb?
The results from these challenges are sometime referred to as the CORE-4 human performance tools - a simplified set of tools everybody employs when it matters: NOT ALL OF THE TIME.... remember again, when you focus on everything, you focus on nothing...
Secret revealed:
Human Performance Tools help when you are intentional about using them... taking a pause to think about what you're about to do before doing it is where the value is, and don't let anyone tell you differently. That is the magic behind why these tools work so well... the work in the moment you take time to think. The bang for the buck is in choosing the tool purposefully and employing it properly. Why? Because it helps us get or maintain Situational Awareness, which is the proper state of mind to be in to reduce errors. Thinking about potential consequences and reviewing your actions prior to performing them is what makes us successful time and again.
So what are the all-important tools?
Most CORE-4 Human Performance Tools programs that I have heard of include Self-Checking, Peer-Checking, Questioning Attitude, and Job Site Review. Wait. Didn't this post start with me saying that Questioning Attitude should not be a human performance tool? Yes!
A Questioning Attitude should exist at all times, causing you to Stop When Unsure over any concern you may have. Many Human Performance Improvement Programs call these out as separate Human Performance Tools, but that is not necessary. A questioning attitude must be constantly present to use the tools deliberately and not just out of habit or by accident. A questioning attitude gets you to use a Human Performance Tool - I see a definite distinction. Also, Stop When Unsure is really the "S" in STAR. We are unsure because of a questioning attitude, so we use Self-Checking. We are not employing three separate tools here.... just one. Let's not overcomplicate this any longer.
In case you're wondering
Self-Checking, Effective Communication, Verification Practices and Job Site Review are my favorites... Remember that Human Performance Tools are used to get and maintain Situational Awareness... use them when they matter the most, and not every second of the day.
So, what do YOU think?