Lift truck tips: Observe, coach, reinforce
Remember the simple acronym OCR to help create a culture of safety for your operators.
By James P. Kaletta, Guest Columnist -- Modern Materials Handling, 8/1/2008
You're in compliance with OSHA 1910.178, which means you've put your lift truck operators through classroom training and had them demonstrate safe driving skills on a practical applications course. So now you're all set until it's time to recertify, right?
Well, technically yes. But, you'll get better results if you treat lift truck safety as an ongoing conversation with your operators. To do that, I always recommend that each first-line supervisor build time into each workday to conduct formal operator safety observations. In a nutshell, you'll ask an operator to perform a specific task, watch him or her for 6 to 7 minutes, then spend 2 to 3 minutes providing specific feedback.
Think of these “Observe, Coach, Reinforce” (OCR) sessions as friendly, respectful conversations that emphasize safety, reinforce proper operating techniques and help prevent injuries. The power to keep the exchanges positive rests with you. Otherwise, employees may feel lectured, spied upon or even attacked.
Observe
Put the operator at ease. Explain the process, then emphasize that OCRs are to help the operator avoid injuring himself or someone else.
Assess the operator. Ideally, your company should develop a standardized observation form that targets behaviors to be addressed or reinforced. If not, you should describe the specific tasks observed (picking, driving), summarize the desired behavior (put forks down before driving) and list your point-by-point coaching feedback (both corrections and praise).
Avoid shortcuts. Watch for a full 6 to 7 minutes to get a clear idea of how the operator does the task consistently. Otherwise, he or she might put up a good front, then slip into shoddy habits once you're gone.
Coach
Plan your comments. Take a few seconds to decide how to communicate with the operator so he or she can focus more on what you say than how you say it.
Start and end with the good. Sandwich your constructive comments between compliments to make the message less emotion-laden.
Explain the “why,” not just the “what.” This will help ensure that the operator works safely even when you're not watching.
Show, don't just tell. If there's any doubt about technique, be prepared to demonstrate.
Reinforce
Encourage questions throughout. Remember, OCR is a two-way conversation, not a lecture.
Paraphrase the operator's comments or questions. You want to understand why an operator does something, even if he or she needs to change.
Redirect any operator resistance. Once you know why the operator doesn't want to do something, you can tailor an appropriate response.
Summarize your comments. Your instructions for change should be the last thing the operator hears so they remain clear in memory.
Over time, OCRs become second nature. You'll grab your clipboard and go, no special preparations required. Your operators will soon understand that OCRs are just part of the routine. Performing two OCRs per day—a simple 20-minute investment—can pay off with a culture where every operator exhibits safe lift truck behaviors.
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