“Biggest Cause of Serious Error…Is A Failure of Communication”

Posted June 16th, 2010

Finn O’Sullivan is a project executive for a company that builds skyscrapers.  He is quoted in The Checklist Manifesto: How to Get Things Right, by Atul Gawande. Those who construct skyscrapers rely on one checklist to make sure all the many steps in planning and construction are completed.

Another checklist is used to ensure that everyone talks together to identify and resolve difficult and unanticipated problems.  O’Sullivan said, “The biggest cause of serious error in this business is a failure of communication.”  His statement applies to most businesses, I believe.  We humans seem to have problems with communication.  Why is that?

We have multiple communication devices and technology allows us to connect with people all over the world.  I think we spend much of time tending to our devices, wrapped up in our individual thoughts and concerns.   There are times when I do not want to talk, listen, or process any more information.  When those desires overcome me, there can be a failure of communication..  Does that occur with you?

I have observed that individuals within work groups, even within earshot of one another, will not always communicate.  It can be even worse between work groups. It can be even worse between management and the front lines.   And it can be even worse between different companies.

What can you and your organization do to avoid a failure of communication?  Would a checklist help?  I think so.   Identify and write down what needs to be communicated, who needs the message, why the message is needed, where is the best place to communicate, how to deliver the message and receive feedback, and when and how often to communicate a particular message.

This entry was posted on Wednesday, June 16th, 2010 at 1:18 pm and is filed under Human Factors, Leadership, Operational Excellence.