Good communication is key to solving difficult issues

Why difficult talks are hard

Fear of conflict: people often avoid difficult conversations because they fear confrontation or negative reactions. They may worry that addressing issues directly could escalate tensions and damage relationships.

Lack of confidence: some crew members may hesitate to engage in challenging conversations because they worry that they lack sufficient communication skills or have concerns about being misunderstood.

Avoidance of discomfort: difficult conversations can be uncomfortable, and some may prefer to avoid discomfort by ignoring the issue or hoping it will resolve on its own.

Assumptions and preconceptions: we might assume the other person won’t be open to what we have to say, making it easier to avoid the conversation.
Overcoming these barriers to difficult conversations is crucial for several reasons:

• Safety improvement addressing safety concerns directly and constructively leads to more effective safety improvements and risk mitigation.
• Collaborative problem-solving open conversations foster collaboration and allow diverse perspectives to contribute to finding better solutions.
• Relationship building handling difficult conversations with empathy and respect strengthens working relationships and fosters a positive team culture.

Navigating challenging conversations in safety-critical maritime settings requires a willingness to be curious and address one’s personal barriers and defences that might hinder constructive dialogue.

Strategies for overcoming barriers

• Psychological safety: Make sure everyone feels comfortable speaking their mind without worrying about negative reactions.
• Active listening: Pay full attention to what the other person is saying. Don’t interrupt or jump to conclusions. 
• Empathy and respect: Treat the other person’s views as important and valid.
• Focus on solutions: Don’t blame, instead, work together to find ways to improve.

A culture that values safety, learning, and continuous improvement creates an atmosphere where crew members feel comfortable speaking up, sharing concerns, and providing feedback. On the other hand, a culture that emphasises hierarchy and punitive measures may inhibit open communication and hinder the flow of critical information.

To promote a culture of safety and effective communication, organisations should align their communication practices with safety objectives and core values. This involves:

• Establishing clear and consistent communication protocols for safety-critical situations.
• Encouraging proactive reporting of near-misses and safety concerns without fear of retribution.
• Providing training and resources to enhance communication skills, including active listening, and giving constructive feedback.

In safety-critical environments, communication should be seen as a shared responsibility among all crew members. Each individual plays a vital role in contributing to a safe working environment.

Organisations can foster a culture of shared responsibility by:

• Recognising and rewarding open and proactive communication that contributes to safety.
• Promoting a blame-free environment where individuals are encouraged to take ownership of their actions and learn from mistakes.
• Facilitating regular safety meetings and forums to discuss communication challenges and improvement opportunities.

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