1. Behavioural Change Module
Title page:
1) This presentation is designed for individuals who are safety coaches or who have regular safety conversations with the workforce.
2) The information is to support those safety conversations and provide a structure to the conversation to support the Recognition, Response and Reporting of close call events.
3) The presentation is for your use in explaining and encouraging the reporting of close call events therefore use the information as you need to for your organisation.
Behavioural Change Module

2. Behavioural Change Module
What’s changing? What is it?
New system
New process
Needs you to make close call reports to make it work
This presentation will give you:
What a Close Call is
Why we need to report them
How anyone can report them
What they can expect when they make a report
What’s changing? What is it?
When it comes to preventing accidents any sort of data is invaluable – we can use it to spot trends and put things in place to stop them happening again.
2) Close calls are basically ‘free lessons’ about what is currently not right with systems, processes, rules, procedures, training etc. It’s important we learn these lessons while they are ‘free’ before they cost any of us more.
3) When we haven more data about “Close Calls” we will be able to prevent them happening at all. That’s how important it is to us all.
4) So a new system has been developed and what follows tells you all about it.

3. Behavioural Change Module
What’s a Close Call?
An incident that had the potential to cause injury or damage:
An injury to a person
Damage to property
Damage to plant or equipment
Damage to the environment.
What’s a Close Call?
We’ve always been aware of Close Calls – the sort of incident that could so easily have ended up with someone being hurt or something getting damaged.
2) The sort of thing where we’d often think “blimey, that was close” or “I must remember to shift that box as I nearly fell over it and don’t want to do that again”
3) Imagine you’re walking in snow – you keep slipping, you even fall down a few times, and then eventually you hurt yourself. You had numerous “Close Calls” before you had that one accident. 3

4. Behavioural Change Module
And what is not a Close Call?
It is not a “Close Call” if it’s on the railway and it involves trains or on-track plant and equipment.
That is the traditional “near miss.”
These still need to be reported as you have previously reported them
And what is not a Close Call?
1) In the railway environment a “Near Miss” has always been any incident that involves trains, on-track plant / equipment etc. and to avoid confusion these sort of incidents have been very specifically excluded from the “Close Call” process.

5. Behavioural Change Module
How can Close Calls be reported?
To your Line Manager or Supervisor
Your company’s close call reporting system, form or book
The “Close Call System” web site:
How can Close Calls be reported?

6. Behavioural Change Module
Why report Close Calls?
It will improve safety for everyone because:
It will prevent potential future injuries or damage
It will eliminate hazardous conditions
We can use the data to learn from situations
We can use the data to find trends
We can all learn from our experiences or mistakes
Why report Close Calls?
Instead of thinking “blimey, that was close” we want everyone to tell us something was close.
If we get that sort of help we can use the data to identify common themes and trends and then do whatever’s necessary to either get rid of the hazard or control it. 6

7. Behavioural Change Module
And if we don’t report Close Calls?
Hazardous conditions could remain unresolved, and therefore be an on-going problem for us all
The culture won’t change
Our luck will run out sometime
and things will ultimately go
wrong.
This can result in
injury, damage, delays etc.
And if we don’t report Close Calls?
1) All the usual stuff happens – nothing gets better, hazards and risks stay exactly the same, everyone carries on not bothering, and eventually someone gets hurt, something gets damaged, or something in the environment is affected.
2) It’s all either painful, damaging, or expensive.
3) And the bottom line is this – if people don’t help us by reporting things, we can’t help them, can we? 7

8. Behavioural Change Module
Why do people make mistakes which lead to Close Calls?
5 key reasons:
Time versus risk
Alpha state
Habit
Walk over
Lead by example
Why do people make mistakes which lead to Close Calls?
1) You’ve seen these 5 before.
2) We’ll look at each one in the next few slides but collectively they mean the same thing – people will always make mistakes, maybe take shortcuts as it is human nature, but we all need to look out for each other and report anything hazardous, either behaviours or work environments, to stop it from becoming an accident or incident. 8

9. Behavioural Change Module
Time versus risk
If this skin condition has happened because someone didn’t go and get the right clothing to save time, imagine how many Close Calls would have happened before this rash came out?
Time Versus risk
1) The numbers in the triangle indicate there are a lot of close calls that happen for every accident. If we can cut down on the close calls happening then we will reduce the number of accidents happening.
2) It is human nature to take short cuts. But we know this. so in the case above, make sure PPE is stored close by etc to reduce the likelihood of someone taking a short cut.
3) Our various employers might want to see results but none of them want those results to be at the expense of safety.
4) Safety always comes first, not time. 9

10. Behavioural Change Module
Alpha state
Despite working in this area for quite some time, just a few moments in alpha state meant this person was not as aware as they needed to be of their surroundings and it resulted in this person nearly falling backwards. A classic Close Call in it’s own right, but how many other times had it happened?
Alpha state
1) It’s easy to “drift off” and it may only be briefly but it’s still long enough for something to go wrong.
2) And if someone had done something about this edge protection, this would protect the person or other people from the effects of alpha state before it became a close call. 10

11. Behavioural Change Module
Habit
If people have got into the habit of not reporting incidents, how many times have people walked over this and known it was a defective manhole and not reported it –that’s a close call. Make it a habit to report.
habit
1) If people walk over this defective manhole, one in twenty of them will suffer something a bit more serious.
2) It’s the law of averages. 11

12. Behavioural Change Module
Walk over
No-one “walked over” to this to put it right in time to avoid that spillage getting into the drain. How many people had the chance to put it right before things went badly wrong?
Walk over
1) If someone had “walked over” and actually done something about this spillage before it got to the drain, things would have turned out differently. 12

13. Behavioural Change Module
Lead by example
Using the previous example, even if you can’t ‘walk over’ to put these containers right then you can report them as a close call to get them put right.
Lead by example
1) If you can’t put it tight yourself then ask people to report things so that someone else can put it right isn’t asking too much is it? 13

14. Behavioural Change Module
Why would someone NOT report Close Calls?
Afraid of being blamed for it
Afraid of causing trouble / problems in their group
Afraid of their company suffering commercially
Perception that Close Call reporting is a ‘bad’ thing or negative indicator
No point as nothing gets done as a result
Don’t know what a Close Call is
It’s too difficult and there’s no clear process
Why would someone NOT report Close Calls?
1) And why wouldn’t they? All these reasons have been quoted and they’re all valid
2) If people are afraid of being blamed for it that means someone, somewhere in that organisation is responding to reports in a very poor way
3) If they’re afraid of causing trouble, the same applies at workgroup level
4) They may believe that too many reports are seen as a bad thing and the company may not get further work
5) It is a perception so we have to and can change it – reporting everything helps everyone, it’s that simple. If we can all start doing it and start seeing the benefits then this perception will change
6) If people think nothing gets done, one of two things has to happen – either feedback has to be give as to what HAS happened. Or people need to understand how important it is that people see a (realistic) change after they report so they will report again next time
7) Following this briefing then please help explain to others who may not know what it is.
8) Too difficult? Not any more with this new system. 14

15. Behavioural Change Module
What can we all do to increase Close Call reporting?
Think about how you react if someone raises or make a close call report – make it a positive thing and praise it and ask open questions
If someone in your group wants to make a close call, back them up - report another one yourself!
The industry wants people to report Close Calls so commercially this is seen as a good thing
Close Call reporting is now a POSITIVE safety indicator
If someone makes a Close Call report to you, give them feedback on what has happened as a result
We've defined what a Close Call is and how it differs from a Near Miss
We’ve provided a new system to report all Close Calls
What can we all do to increase Close Call reporting? 15

16. Behavioural Change Module
How do managers / supervisors react to things being reported?
Are they pleased that someone’s taken the time and trouble, seeing it as a chance to make things better?
Are they downright hostile?
How do managers / supervisors react to things being reported?
1) Recognise any of these traits in either yourself or any of your colleagues?
2) How managers and supervisors react to reports being made is critical to the success of this system and the very culture of our industry.
3) As is what they do about them ….
4) We all need to report them and be happy to have them reported. If your manager / supervisor responds like the 2nd and3rd Homer… keep reporting them… we have to all make the change. Your manager / supervisor have had this briefing too so they need to change as well. Only you can help them change!
Are they irritated by it and deal with
it only reluctantly? 16

17. YOUR BEHAVIOUR Receiving close call affects Behavioural Change Module
Attitudes shape reporting behaviours
YOUR BEHAVIOUR
Receiving close call
affects
Person’s ATTITUDE
to close call
reporting
The person
(their BEHAVIOUR)
reporting close call
INTENTION
to report
Attitudes shape reporting behaviours:
1) This slide shows how important it is to react positively when someone reports a close call.
2) The person will have an attitude to reporting close calls, either positive, negative or unsure.
3) This attitude will then shape their intention to carry out the report.
4) This attitude will then shape how likely they are to report – their intention. So it’s important that we have a culture and a system whereby people’s attitude, positively shape their intention so they do report – and act on that intention.
5) This takes it to the behaviour. The behaviour is the visible outcome of the intention and is the making a close call report, via any channel.
6) The reception that this report gets – the behaviour of you or of their manager, will shape the attitude they then have to further close call reporting. If the reception they get is negative, they get blamed for reporting or feel that it was a bad experience, the chances are that their attitude to reporting next time will change and they will be less likely to report.
7)However, if the reaction they get is a positive one, then this will help shape their further attitude to reporting to make them more likely to report again.
8)So it is really important that we all welcome and encourage close call reports. 17

18. Behavioural Change Module
What behaviours do we want to get?
We want everyone to:
Encourage reporting through observation and safety discussions (i.e. coaching and raising awareness)
Identify, discuss and resolve unsafe conditions or acts which could be an accident or a Close Call
Be happy to report things and not feel threatened
Be glad to have things reported to them
Either give or receive feedback about the things reported.
What behaviours do we want to get?
1) Totally self explanatory.
2) We want reporting close calls to be a positive experience and seen as a positive, good thing to do.
3) We want people to reject the idea that things can’t be made safer and better.
4) We want them to do something about anything they think is wrong – if they can’t put it right themselves we want them to report it to someone that can.
5) We want them to know that we’re grateful if they’ve done either of those two things.
6) We want them to know what happened - because they went to the trouble of trying to make things better for themselves and their colleagues. 18

19. Behavioural Change Module
What can we do to help this succeed?
Create a “just culture” not a “blame culture”
Get people to communicate better and give them a good environment where they are happy to report things and don’t feel threatened if they do
Provide feedback to people who report
Make it easy for people to report things
Provide support, training and guidance for everyone at every level
Get everyone (Network Rail and its contractors) working together to improve site conditions and safety.
What can we do to help this succeed?
1) We don’t want to be pointing fingers at people – we want only a “thumbs up” when someone tries to make things better.
2) They’ve now got a system to use that’s simple and effective – and anonymous if they choose to go down that route. 19

20. Thank you!
Thank you