In my current line of work, communication is a key factor in providing efficiency and safety. Without proper communication between workers, the chances an individual gets hurt increase significantly. This particular line of work regards car wash workers communicating with each other as well as customers.
One occurrence of a communication failure began with a new hire. This newly hired employee, still learning the procedures for the job, made one simple mistake. This mistake was not communicating clearly and precisely to the customer to tell them to put their car in neutral. Because of this vital mistake, the customer then began to push the gas pedal in her car. Her care then sped off into the car wash ramming the car in front of her.
Aim: The new employee’s aim was to inform the customer of the proper procedure, by putting the car in neutral, before entering the car wash.
Compose: The new employee would relay this information to the customer by verbally telling them. After the verbal message has been sent, the employee would confirm the customer has followed his precise instructions.
Transmit: The new employee should transmit the message as soon as the customer pulls forward, parallel to the employee. When the customer has driven up to the employee, the employee would then communicate his message to the customer.
Feedback: The feedback the employee received was nil, because the customer did not hear his message. This is evident due to the fact that the customer drove straight through the car wash and hit another customer.
Analyze/Learn/Change: Due to the customer not hearing the employee inform them to put their car in neutral, the employee should learn from this situation to speak louder and clearer. Along with speaking louder and clearer, the employee should also make sure to watch the customer, ensuring they physically put the car in neutral.
Improve: As the new employee was slightly guilty for the unwanted collision, it’s reasonable to assume the employee felt remorse for his actions. Because this occurred, the employee should learn from his actions and consequences to make sure the same event does not reoccur.
Stephens Business blog 