standard 11 mining induction - civil safety 04 communication.pdf · 2020-01-16 · standard 11...

Standard 11 Mining Induction

Learner Guide

Chapter 04 – Communicate in the Workplace

Standard 11 Mining Induction CHAPTER 04

Civil Safety 28/09/2017-v1.2 Learner Guide of 16

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of 16 Learner Guide 28/09/2017-v1.2 Civil Safety

Contents

Communication ................................................................................................................................................................. 4

Introduction .................................................................................................................................................................. 4

Effective Workplace Communication ....................................................................................................................... 4

Compliance Documentation ..................................................................................................................................... 4

Communication Systems and Equipment ..................................................................................................................... 4

Communication Systems ........................................................................................................................................... 4

Communication Equipment ...................................................................................................................................... 4

Establish and Maintain Communication ....................................................................................................................... 6

Effective Communication .......................................................................................................................................... 6

Barriers to Effective Communication ........................................................................................................................ 6

Equipment Safety Procedures....................................................................................................................................... 6

Select Communication Methods ....................................................................................................................................... 7

Methods of Communication ..................................................................................................................................... 7

Operate Communication Equipment and Systems ....................................................................................................... 7

Receive Communication from Others ........................................................................................................................... 8

Pass on Communications .............................................................................................................................................. 8

Follow Safety Procedures during Communications ...................................................................................................... 8

Emergency Procedures ............................................................................................................................................. 9

Identify and Report Faults in Equipment ...................................................................................................................... 9

Common Faults in Communication Equipment and Systems ................................................................................... 9

Report and Record Faults .......................................................................................................................................... 9

Listen Carefully and Speak Clearly .............................................................................................................................. 10

Ask Questions and Confirm Information .................................................................................................................... 10

Maintain Communication ....................................................................................................................................... 10

Use Communication Signals ........................................................................................................................................ 11

Participate in Discussions ............................................................................................................................................ 11

Communicate Cooperatively....................................................................................................................................... 11

Complete Required Documentation ........................................................................................................................... 12

Ensure Clear and Concise Documentation .............................................................................................................. 12

Use Approved Documents .......................................................................................................................................... 12

Appendix 1E – Toolbox Talk (Pre-start) Meeting Register Example ....................................................................... 14

Appendix 1F – Hazard Report Form Example ......................................................................................................... 15



Communication

Introduction

This course is based on the unit of competency RIICOM201D: Communicate in the workplace. The information

contained within the unit is aimed at those working in the resources and infrastructure industries.

Effective Workplace Communication

In order for a workplace to run safely and effectively it is vital that all personnel/workers

give, receive and pass on information and instructions necessary for the satisfactory

completion of workplace operations. Effective communication may also include

communicating with other departments within an organisation, other worksites,

government agencies and members of the public. Important aspects of workplace

communication include:

� Communicating using site equipment and systems;

� Identifying and accessing site communication equipment and systems;

� Carrying out face-to-face routine communication; and

� Completing written documentation.

Compliance Documentation

Documentation is essential to all aspects of every workplace. Whether it is environmental plans through to

construction plans, documentation exists that will outline what to do, when to do it and the manner in which the

task is to be done. Compliance documentation is the name given to the documents that require you to undertake

tasks in a particular way or to meet a given standard. Every workplace will have site specific requirements which

will be outlined during your initial induction. Staff should be notified of changes to compliance documentation

during meetings, staff newsletters or other established forms of communication used on the site.

Communication Systems and Equipment

There is a range of communication systems and equipment that can be employed in various workplaces.

It is important that you identify the systems and equipment required for your workplace so that it runs effectively

and safely. You must also ensure that you have access to the equipment that you will need to carry out required

operations.

Communication Systems

Components of communication systems include:

� The systems overview;

� Operating directories;

� Communication equipment;

� Site specific procedures and constraints including:

� Call signs;

� Area descriptions;

� Voice procedure.; and

� Protocols.

� Emergency procedures.

Communication Equipment

Communication equipment used in a workplace may include:

� Radio (e.g. fixed frequency two-way radio);

� Telephones;

� Computers;

� Lights;

� Audible signals such as bells, whistles and sirens;

� Physical signals such as lamps and flags; and

� Written documentation.



You will need a thorough knowledge of all applications, site requirements, limitations and constraints related to

the communication systems and equipment you are using in your workplace. Make certain that all equipment is

used safely and correctly according to Occupational Health & Safety/Work Health & Safety (OHS/WHS) practices and

site procedures. If you are unsure of the communication requirements and procedures used in your workplace, or

for a specific task, talk to other site personnel/supervisors/workers.

Communication Method Application / Advantage Limitation / Disadvantage

Two-way Radios

� Instant access to all personnel

� Fast service and increased efficiency

� Quick scheduling / task changing meaning

higher productivity

Two-way Radios

� Interference

� Third parties scanning in

� Power supply faults

� Technological faults

Mobile Phones

� Ease of access

� Tracking abilities

� Reliable in emergencies

� Telephones

� Immediate feedback 24/7

� Cost effective

Mobile Phones

� Electronic faults

� Network coverages

� Distracting and cost

� Telephones

� Noise or interference

� Limited mobility

Computers

� Convenient and educational

� Entertaining

� Practical

� Ease of access

Computers

� Health concerns

� Power supply faults

� Technological / electronic faults

� Limited mobility

Lights for Communicating

� Effective over long distances

� Can be used while moving

� Fast – speed of light

� Effective in all directions (independent of

wind)

� Passive signals require no expenditure of

energy

Lights for Communicating

� Requires a clear line of sight

� Visual signals may be intercepted

� Active signals may be “expensive”

� Weather conditions – fog, haze, hard rain make

difficult visibility

Audible Signals

� Loud, sound travels

� Quick response

� Notable and effective alarms (most people

understand them, e.g. ambulance, police,

fire alarms)

Audible Signals

� Inappropriate use

� May not be loud enough for some distances or

hair impaired personnel

� Weather condition – wind direction, thunder etc

may make hearing limited

Physical Signals

� Easy to understand (signs, symbols)

� Can be used while moving

� Effective in most directions and from

distances

Physical Signals

� Weather conditions – such as wind could make

signals hard to identify (flags etc)

� Some personnel may not understand

� Not as effective at night time or low visibility

Written Communication

� Some people remember words more than

other methods

� Good for personnel that have hearing

problems

� Efficient for record keeping

� Immediately identifiable (such as danger

tags)

Written Communication

� Hard to understand (if writing is illegible or

reader has limited reading abilities)

� Can’t always see from distances

� Time consuming or lack of flexibility

� Delay in response / feedback

� Context misunderstanding



Establish and Maintain Communication

In order to establish effective communication with appropriate personnel/workers you should follow your

workplace’s standard operating procedures for communication systems and equipment. Make sure that effective

communication is maintained while information or instructions are being passed on, or while tasks are being

completed.

Effective Communication

Establishing and maintaining effective communication depends on a range of practices and procedures including:

� Correct use of communication equipment;

� Correct operating procedures and protocols;

� Use of interpersonal communication skills; and

� Confirming that information has been received and understood.

Barriers to Effective Communication

There are many barriers to establishing and maintaining effective

communication. These may include:

� Misunderstanding;

� Lack of language and literacy skills;

� Use of overly technical language;

� Noisy workplace environments;

� Damaged, ineffective or inappropriate communication equipment;

� Assumptions that information has been received and understood; and

� Not following correct communication protocols and procedures

If you or another person in your workplace is having difficulty communicating effectively it can impact on the task as

a whole, and the people involved.

Ensure that you clarify the communication requirements and follow all protocols and procedures in your workplace.

Equipment Safety Procedures

When using communication systems and equipment it is important to access,

interpret, understand and apply all necessary safety procedures.

Safety procedures may include:

� Standard work instructions or their equivalent;

� Avoidance of energy sources;

� Care of equipment; and

� Compliance with hazardous zone procedures.

Your workplace will have specific safety procedures and work instructions to be followed during all tasks.

This will include checking equipment before and after use, and maintaining communication equipment in the best

possible condition.

Following all safety procedures ensures a safer workplace.



Select Communication Methods When you have decided what communication systems and equipment you are going to use you will need to decide

what methods you will employ to carry out communication procedures.

The method of communication chosen will reflect the requirements of the job or task, and the availability of specific

equipment.

Methods of Communication

Communication methods may include:

� Sending and receiving audio communication with the aid of radios,

telephone, bells, mobile phones, whistles and sirens;

� Sending and receiving physical signals with the aid of lights, lamps, flags

and signs;

� Electronic Communication via a computer (e.g. sending and receiving

emails, faxes, instant messaging);

� Written communication (e.g. work logs, maintenance logs, personal

danger tags, hazard report forms, prestart registers); and

� Face-to-face verbal communication (speaking, talking, listening).

The communication methods that you choose should be the most effective for

the task. This will ensure that the information is passed on concisely and

promptly, and the information that is returned to you can be interpreted

accurately.

Take into consideration the type of information or instructions when deciding on

an appropriate communication method. Some information may be confidential, consist of bad news or contain

difficult technical information that may be better communicated in person.

Operate Communication Equipment and Systems

Prior to the use or operation of communication equipment and systems, you

must ensure that the correct equipment and methods of communication have

been selected. You must also ensure that you are familiar with the equipment or

methods to be used.

If you are not familiar, or do not feel confident using the equipment, speak

with other personnel/workers or seek training from supervisors.

Make sure that you follow all safety procedures while operating communication

equipment. Only use communication equipment and systems in the way they

were intended.

Using equipment in other ways may cause damage to equipment, ineffective communication or workplace

hazards.

When operating communication equipment follow your workplace’s policies and procedures. For example,

depending upon the method of communication used, this may include using specific call signs and voice procedures,

or applying written protocols to documents and emails.

In order for a workplace to run safely and effectively, it relies on effective

communication between all personnel/workers involved.

You should keep this in mind when operating communication equipment and systems in

your workplace.



Receive Communication from Others

Your role when conducting workplace communications involves not only

providing effective communication to others, but also receiving and interpreting

communication from other personnel/workers. Communication therefore

involves active listening as well as responding.

When you have been given instructions or information it is important to

acknowledge that you have received the information, and understood what has

been said to you.

You may also be required to interpret and respond to other forms of

communication such as flags, lights, signs, bells and whistles. Ensure that you are familiar with these forms of

communication, and are able to understand the meanings of the visuals, movements, gestures and sounds and

respond appropriately. Clarification is an essential tool for communication.

If you have not understood the communications received, it is vital that you clarify with the person or people

involved before responding. Responding with or passing on incorrect information can result in incorrect work

procedures, delays in progress and possibly workplace hazards and incidents. Make sure you acknowledge

communications and respond clearly and concisely.

Do not assume that the person communicating with you knows that their message has been received and

understood without you acknowledging it. If you need to pass on information make sure it is given promptly to an

appropriate person.

Pass on Communications

Once communications have been received, acknowledged and clarified, it is your

role to either respond to the communications, or pass on the information to the

appropriate person promptly.

When passing on the information it is important that it is completed in a clear

and concise manner.

How this is achieved will depend upon the method of communication used. For

example:

� When communicating verbally, speak clearly using the protocols and

procedures for your workplace. Ensure that your message has been received and understood. Don’t forget

that body language sends a message too;

� Avoid excess noise or unclear language when sending and receiving audio communications. If you are using

radio equipment make sure the reception is clear and free of interference;

� When using written methods of communication, follow your workplace’s procedures and use appropriate

terminology. Once again it is essential that you ensure your message or document has been received and

understood; and

� Be careful of obstacles, lack of light and distractions when sending visual signals such as flags or hand signals.

Follow Safety Procedures during Communications

All safety procedures should be followed while carrying out workplace

communications, regardless of the method of communication used.

For example, safety procedures should be followed when handing over or

passing on reports.

They should also be followed in order to observe local communications

protocols, and for emergency procedures.



Emergency Procedures

Each workplace will have communications safety procedures to be followed in

the case of an emergency. Emergency communication procedures may include:

� Written emergency procedures and policies;

� The reporting of incident or emergencies to relevant personnel/workers;

� Warning procedures including sirens and announcements;

� Maintaining communication and keeping people up-to-date;

� Communicating with emergency services (e.g. fire service);

� Communicating with other relevant agencies (e.g. electrical power

service); and

� Writing of reports and records.

It is essential that you are aware of the safety procedures to be used on your workplace in relation to

communications.

If you are unsure of the procedures for your workplace, or do not know where to locate the information for these

procedures, speak with a supervisor or other experienced personnel/workers.

Identify and Report Faults in Equipment

Prior to their use, communication equipment should have been checked and tested.

When you are using any form of communication equipment you need to be aware of the

signs to look for to show that the equipment is faulty or not operating at its capacity.

This requires you to have a good working knowledge of the equipment used.

Common Faults in Communication Equipment and Systems

The common faults that can be found in communication equipment and systems vary depending upon the type of

equipment and how the equipment is operated. Common faults in communication equipment and systems can

include:

Environmental Conditions Wear and Tear

Power Supply Faults Product Failure

Design Flaws Battery Failure

Component Damage Software Problems

Operator Error

Report and Record Faults

Once a fault has been identified with communication equipment it is your responsibility to report it and record the

fault according to site procedures. If you find a fault on any communication equipment, you must immediately

stop what you are doing and notify your supervisor. A typical procedure for the reporting and recording of faults

may include:

� Tagging the item of communication equipment to stop anybody from using it;

� Recording the problem in a logbook or on an inspection checklist. Make sure that you give as much detail as

possible; and

� Reporting the fault to your supervisor or other authorised person.



Tagging an item involves placing a tag on the piece of equipment so that others

are aware that it should not be used.

This tag will need to stay in place until the fault has been fixed and the

equipment has been certified as fit for use.

Never use an item of communication that has been tagged out and never remove

the tags from the machine.

Listen Carefully and Speak Clearly

Face-to-face verbal communication is one of the most understated yet vitally

important methods of communication in the workplace. When carrying out face-

to-face communication, ensure that you listen carefully to the other person or

people.

Hearing and understanding what has been said is just as important as relaying

your information to the other person.

Make sure you speak clearly and concisely when you are speaking. Avoid slang

terms and in-jokes as they may confuse those that do not understand them.

Try to avoid overly technical terms and ideas when dealing with

personnel/workers that may not be familiar with them.

If important information needs to be passed on make sure it is communicated to the relevant people without delay,

and that all information is understood.

Ask Questions and Confirm Information

If you are involved in verbal communication with others at your workplace you

may need to use questioning in order to clarify and understand the information

being passed on to you.

In some instances you may need to ask questions as you are having trouble

understanding the information. In other instances questioning can be used as a

tool to clarify and confirm the information being received.

At all times, it is essential that you confirm the information that was received

so that miscommunication does not occur.

Maintain Communication

In order for work activities to continue to flow and remain efficient, it is essential that appropriate communication

processes are maintained.

Maintaining communication involves using the verbal communication, body language, or signalling methods

required for your workplace at appropriate times so that relevant personnel/workers are informed and can continue

their activities with confidence.

A breakdown in communication channels can cause disruption to work processes and operations, delays and

incidents.



Use Communication Signals

As part of the face-to-face communication process there are a range of

communication signals that can be used. Communication signals may be

required when verbal communication cannot be maintained. For example, when

a piece of machinery is in operation, communication would need to be

maintained with the operator, but it may be too noisy or you may not be in close

proximity to the operator. In this case communication would be maintained

through hand signals and whistles. Signalling methods used in a workplace may

include:

� Hand signals;

� Horn and/or whistle;

� Safety lights;

� Cap lamp; and

� Emergency communication and signalling procedures.

Make sure you use only site approved signalling methods to convey information. The meaning of all signals used

should be understood by all and used consistently according to procedures.

Notes:

� On site, if you hear one short horn blast from a heavy vehicle or mobile equipment, it means the machine

is to start up in 5 seconds.

� When reversing into an excavator/hydraulic shovel and you hear one long blast this indicates that the

truck is in the right loading position.

� A blue flashing light is used for slow moving vehicles like graders, water trucks and cranes.

Participate in Discussions

You may need to take part in discussions with individuals or groups to obtain and clarify all relevant information.

This may be in the form of team meetings, general discussions, or any other method relevant to your workplace.

When taking part in discussions it is essential that you listen carefully to what is

being said and that you speak clearly in order to communicate all important

instructions and information.

It is especially important in group discussions that you follow communication

etiquette.

This includes listening carefully, allowing others to speak and relay their

information, and participating fully in the discussion at the appropriate times.

Communicate Cooperatively

Any face-to-face communication is a two-way process and requires you to

participate cooperatively with other personnel/workers. This means that you

should not only follow communication etiquette, but also deal with other people

honestly, professionally and with respect.

For example, it is counter-productive to shout or insult others, give them

incorrect information, or not listen to other people’s ideas when talking to them.

Be aware of personnel/workers and cultural differences you may encounter when communicating in the

workplace. Be aware of possible differences in values, beliefs, attitudes, and other individual differences that

may interfere with a way a message is sent or received. If you are having difficulty communicating with

personnel/workers in your workplace, you should raise this issue with your supervisor or other relevant people.



Complete Required Documentation

Written documentation in a workplace can take a range of forms such as hazard report forms, toolbox talk (prestart

meeting) registers and include:

As part of your job requirements, you may be required to complete any paper or computer generated

documentation.

All required documents should be completed adequately and on time. There may be strict timeframes set for

completion or submission.

Once written documents are completed, they should be kept and stored following your site’s protocols and

procedures, unless otherwise instructed.

Ensure Clear and Concise Documentation

Clear and concise language should be used when completing written documentation. Avoid

unnecessary repetition and overly technical terminology.

Thoroughly check all information that is entered into written documents. Inaccurate, missing

or misleading information can cause confusion, delays, hazards or legal issues.

Written communication should be presented in ‘plain’ English. This means that your written

communication should be:

� Visually inviting;

� Logically organized;

� Understandable on the first reading; and

� In an order the reader will understand.

An adequate level of literacy is required in order to complete documentation clearly and in

plain English. If you are having difficulty completing written documentation speak to your

supervisor, or gain further literacy training. Participating in discussion is often important to obtain information.

Use Approved Documents

Each workplace will have their own formats of documents and approved documents that must be used for specific

communication purposes. Approved documents are used so that the receiver of the document knows who the

document is from, what the document should contain, and the layout that the document should be presented in.

This makes the communication process smoother and more effective. You must ensure that you use only approved

forms and documents when communicating in the workplace, and that the documents you are using are appropriate

for their intended purpose.



Pass on Written Information Documents, especially computer generated, are passed between

personnel/workers on a regular basis in most places of work. Some documents

may need to be reviewed and/or signed by appropriate authorities. You may be

authorised to sign some documents yourself.

Be aware that some documents may be protected by privacy or confidentiality

policies. Make sure that confidential documents are only viewed by those

with authorisation to read them.

Documents that need to be passed on to other personnel/workers, departments

or agencies should be done so promptly. You must make sure that the written

documentation has been completed fully and following your site’s procedures,

and is being sent to the appropriate individual or department.


Civil Safety 28/09/2017-v1.2 Learner Guide

Appendix 1E – Toolbox Talk (Pre-start) Meeting Register Example

Toolbox Talk (Pre-start) Meeting Register

Date: Time:

Location of meeting:

Meeting conducted by:

Attendee Name Signature Attendee Name Signature

Toolbox Talk (Pre-start) Meeting Topics

Topic / Task Main point of discussion Time projected for task

1.

Task assigned to:

Addition Comments / Variations /

Improvements


2.

Task assigned to:


Improvements


3.

Task assigned to:


Improvements



Appendix 1F – Hazard Report Form Example

Company

Name

Form

Completed By Date of Inspection / /

Site

Address

Contact Phone

Number

1 Identified Hazard Hazard Type:

2 Hazard Details Description of Hazard:

LIKELIHOOD

CONSEQUENCE

Insignificant Minor

First Aid Required

Moderate

Medical Attention and

Time Off Work

Major

Long Term Illness or

Serious Injury

Severe

Kill or Cause Permanent

Disability or Illness

Almost Certain M H H VH VH

Likely M M H H VH

Possible L M H H VH

Unlikely L L M M H

Rare L L M M M

RISK LEVEL ACTION

VERY

HIGH

Act immediately:

The proposed task or process activity must not proceed. Steps must be taken to lower the risk level to as low as reasonably practicable using the

hierarchy of risk controls.

HIGH

Act today:

The proposed activity can only proceed, provided that:

� The risk level has been reduced to as low as reasonably practicable using the hierarchy of risk controls.

� The risk controls must include those identified in legislation, Australian Standards, Codes of Practice etc.

� The risk assessment has been reviewed and approved by the Supervisor.

� A Safe Working Procedure or Safe Work Method has been prepared.

� The supervisor must review and document the effectiveness of the implemented risk controls.

MEDIUM

Act this week:

The proposed task or process can proceed, provided that:

� The risk level has been reduced to as low as reasonably practicable using the hierarchy of risk controls.

� The risk assessment has been reviewed and approved by the Supervisor.

� A Safe Working Procedure or Safe Work Method has been prepared.

LOW Act this month:

Managed by local documented routine procedures, which must include application of the hierarchy of controls.


Civil Safety 28/09/2017-v1.2 Learner Guide

3 Risk Assessment Risk Likelihood Level Risk Consequence Level Risk Level

Is there an existing safety system or procedure that deals with this hazard? Yes No

Details:

4 Control

Strategies

Intended Control Strategy (Details and Resources Required) Tick

Elimination:

Substitution:

Isolation:

Engineering:

Administrative:

PPE:

Is the control strategy feasible? Yes No

5 Action Plan Has a plan for the implementation of the control

strategy been completed?

Have the required resources been obtained?

Does the implementation meet the requirements of

workplace policies and procedures?

What is the intended date of implementation? / /

Who is responsible for implementing the control

strategy?

Date of review of action taken: / /

6 Review Date of Review: / /

Review completed by:

Has the hazard control been successfully

implemented?

New risk level:

Is this risk level acceptable?

Further action required?