There are misunderstandings everywhere. In most work environments, this leads to some delay, modest mistakes and some annoyance. But there are places where the consequences of misunderstandings are greater. Such as airports, operating rooms and nuclear power plants. CLC is also used there: Closed Loop Communicationa set of communication rules that make important messages well received and interpreted. Is that also useful for ‘normal’ work environments?
Three steps
CLC is an approach developed in the army and in air and space travel. A CLC conversation consists of three steps.
1. The channel passes on a clear message. For example: “Turn off the machine after turning ten minutes.”
2. The recipient repeats what he has heard. Literally or in your own words. “I turn off the machine after ten minutes, clear.”
3. The transmitter confirms that the repeated message is correct. (Or correct the recipient if necessary.) “Correct. Thank you.”
If these three steps have been completed properly, then the communication loop is closed: one closed loop.
Time savings
Research shows that with CLC you are gaining time and avoid errors. First about that time savings. Poor communication leads to delays in processes. Because you still have to find out what the other meant, correct each other on the way or because you have to repair errors. Medical researchers in the US analyzed In 2016 video recordings of several hundred conversations on the first aid of a children’s hospital. With a third of them, doctors and nurses were found to apply CLC. This communication led to a task 3.6 times faster on average. Such a time saving is not only nice in a hospital, but also in any other organization that has to do with a lot of work and/or few staff.
Fewer errors
Handing of CLC also leads to significantly fewer errors. This is evident, for example Experiments where trained pilots have to work together and research into the communication from air traffic controllers. The stricter CLC is complied with, the fewer mistakes. Also in other situations where vague communication leads to hassle, you could try out CLC together. Take the Bouwr. For decades, construction companies (and clients) have been annually Lost billions on failure costs. Important cause, According to the sector itself: complexity and inadequate communication.
And yet …
The business case for CLC in a working environment can be clear. But entering it is not easy. Research shows that even in hospitals where employees are well trained in the use of CLC, their application often leaves something to be desired. The causes are not clear. Employees could experience protocols as a CLC as exaggerated, unnatural or time -consuming. In many situations, CLC is also not mandatory in hospitals and managers do not always use it. And unclear agreements about clearer communication, they of course do not work.
Ben Tiggelaar Writes weekly about personal leadership, work and management.