Human Factors: Mission Performance Playbook

Mission Performance HUMAN FACTORS

We can accredit and qualify your learning

One Partner Four Pillars

We have four specialist areas.

To Lead To Coach Human Factors

To Communicate

This unique Mission Performance capability means you have access to four interconnected specialist portfolios under one roof.

All design, delivery and ongoing refinement can be synchronised efficiently. They fit perfectly together.

The Way We Work

We pride ourselves on delivering practical, applicable skills that change behaviour and exceed your performance expectations.

Our ability to do this emanates from two strengths.

• Firstly, we are practical people, we all have careers experience using the skillset we are sharing, and we deliver those skills in engaging, energised, experiential ways.

• Secondly, we design programs together using a High-Performance Learning Journey framework. This framework ensures alignment between your high-level strategy and individual performance outcomes and the specific contexts they can be applied.

We anchor the learning through repeated practice of skills. We support the learning with solid stakeholder and peer engagement and pre-empt blockers to application.

We combine the virtual, in-room and remote structure that is right to achieve your desired outcomes.

Our Approach

Human Factors – This Pillar has its roots in the disciplines and philosophy of Human Factors (HF) and Crew Resource Management (CRM).

In simple terms, it creates and sustains safe, happy, and efficient working environments.

Together they examine and optimise the interactions between individuals, facilities, technology, equipment, and management systems.

HF and CRM best practices have been perfected for over 30 years in the aviation industry. This invaluable experience informs our approach to help you create a high performing and safe culture.

We take this approach and apply it to various industries,

including Energy, Healthcare, Blue Light Services, Construction, Field Engineering, Infrastructure and Civil Engineering, Maritime, and Disaster Relief.

Mission Performance has expertise and experience in bespoke training across all these sectors, delivering programmes locally and globally.

“The CRM course has a positive impact on the readiness of our front-line personnel. It improves situational awareness via a combination of non-technical skills training and tackling technical challenges.”

Vice President (Operations)

Why, What, How?

? Why

We help create safer, happier, and more efficient working environments.

We help organisations mitigate and reduce human errors that create avoidable incidents, accidents and near misses.

? What

We highlight the role individuals and teams play in reducing risk improving safety, reliability, and compliance. We focus on the mitigation of human errors, the understanding of accident chains, improved decision making, increased collaboration, effective communication, the roles fatigue & stress play in performance and enhanced Situational Awareness.

? How

We raise awareness and develop four skills to work more effectively with systems and processes deployed to create and sustain safe, happy, and efficient working environments.

We work with you to decide which level of engagement is suitable to achieve your objectives.

We offer solutions ranging from those that simply raise awareness to fully auditable and assessed programmes that change the safety culture of operations and increase performance.

All activities are participant led, with instructor reviews on completion. In addition, we use facilitated group discussions to promote a complete understanding of how Human Factors can be applied in your operational environments.

We use simulators and explore industry-specific case studies with a range of video and audio material to assist with disciplined reflection, application and learning.

We are CRMi and CRMe accredited and can build your internal (capability) through the accreditation of your internal trainers, safety managers and leaders.

Industry Experience

Energy

Mission Performance solutions for the Energy sector comply fully with the Human Factors competencies and guidelines laid down by the International Association of Oil and Gas Producers (IOGP).

Our expertise has made us the preferred supplier to the world’s largest oil field services company.

We integrate with your existing Health, Safety & Environment (HSE) and safety management processes and systems.

Case Study

Global Energy Technology Services Company

Location - Globally based with technical training centres in Abu Dhabi, Paris and Houston.

Overview:

Our client is the world’s leading provider of technology for reservoir characterization, drilling, production, and processing to a global energy industry. With expertise in more than 120 countries and collaborating across the energy industry globally our client provides leading digital solutions and ground-breaking technologies to unlock access to sustainable energy.

Challenge:

To follow the International Oil and Gas Producers (IOGP) guidelines and deploy a comprehensive human factors development programme for Well Site Operators (Offshore and Land Drilling)

Specifically:

• Be delivered by experienced and qualified Crew Resource Management Instructors and Aviators with human factor training experience

• Deliver a comprehensive training and up skilling in aviation’s 6 Non-Technical skills

• Be deployable globally

• Include operational Drilling Simulations

• Involve a refresh and requalification process

• Must benchmark existing standards and demonstrate a ROI

Solution Format:

Designed as a mandatory Safety Culture program for all Well Site Operators whose roles range from skilled technicians to well site General Managers and Superintendents.

The course combines interactive classroom teaching with a series of experiential activities of increasing complexity which immerses participants in the core non-technical skills. Each exercise is introduced by a brief and concluded with a de-brief. All activities are student led, with instructor reviews on completion. Using facilitated group discussions to promote full understanding of how Human Factors can be applied to their respective operational environment. The course explores industry specific case studies and concludes with a comprehensive simulator exercise where all learning is applied and rigorously tested.

Results:

The Well Operators Crew Resource Management Program is mandatory for all Well Operators and has been running for five years with around 120 managers attending the 4-day course each year.

Construction Engineering

In Construction, the perception of risk is either underestimated or normalised. Several factors create complexity and increase the margins for incidents and errors. [Numbers of staff on busy sites, multi-party projects, the use of contractors, different standards, and Standard Operating Procedures (SOPs) ]

The Construction environment demands extra communication, clarity and adherence to standards, compliance management, permissions etc.

Shortcomings in any of these can result in incidents, near misses and work accidents.

Human Factors training for Construction helps optimise all these and meets the requirements of safe performance. It emphasises the importance of staff training and (site) leadership for work safety.

We are working with organisations charged with building the next generation of Digital Infrastructure for the UK economy.

Case Study

UK based Technology and Infrastructure Organisation

Location - Southern England, UK

Overview:

Systematic Organisational development program across 7 Business Units based in the UK

Challenge:

Underpinning and bottling operational best practices to support growth opportunities in one of the fastest growing markets in the UK.

Solution Format:

We deliver training and consulting services across all four Pillars of our portfolio with a specific focus on the Minimisation of Risk. We provide face-to-face workshop sessions, virtual & self-paced learning, one to one and team coaching, experiential reinforcement and on-site mentoring and consultation.

Results:

Business Unit performance increases as Operational best practices are shared and sustained across the business.

The business has tripled in site inside 12 months. We have helped it scale and remain safe.

Maritime

The volatility of the Maritime environment, security, crews with different languages and cultures, the sheer size of assets involved, and the general intensification of sea trade and traffic are some of the extra challenges the Maritime sector faces from a safety perspective.

Interactions on the bridge and between the bridge and other operating parts of vessels pose further challenges. All these make the Marine sector one of the riskiest from a human error perspective.

We work with some of the most successful yacht chartering, racing, and management organisations to enhance their existing Safety Management Systems.

Healthcare Emergency Services & Disaster Relief

Human Factors training can help healthcare professionals understand and design processes to avoid mistakes and errors during critical situations. It allows doctors, nurses, and health care professionals to ensure they use safe prescribing practices, communicate well in teams and hand over complete and accurate information to other healthcare professionals on time.

We work with a wide variety of Health and Social Care organisations. From coaching senior leaders to facilitating sessions for operational teams.

Human Factors training helps emergency services to achieve a higher standard of safety in hazardous environments. In addition, the training can improve the effectiveness of the response teams by focusing, mainly, on stress and fatigue management, communication, and decision-making under pressure in multi-agency and time-critical operations.

Teams will be able to apply practical skills to improve team performance and management of plans in unpredictable and fast-changing environments.

We support charities in their preparation for Global Disaster relief operations.

Program Foundations

We build programs on the six foundations laid out below:

Situational Awareness

Decision Making

Stress & Fatigue

Leadership vs Management

Communication & Collaboration

Developing and maintaining a dynamic awareness of the situation and the risks present during operations, based on gathering information from multiple sources from the task environment, understanding what the information means and using it to think ahead about what may happen next.

How to define and diagnose a problem; generate alternative options with the crew; assess risks and select develop options; review solution outcomes against pre-defined goals

It equips the learner with an understanding of the causes and impacts of the factors that affect the ability of people to perform reliably.

This covers the use of authority and assertiveness, creating a proper and balanced challenge and response atmosphere, crew participation in planning and task completion, and adaptation.

The exchange (transmission and reception) of information, ideas, and beliefs is verbal and non-verbal. Understanding the barriers to and characteristics of effective communication.

Teamwork

This covers Team Building (establishing positive interpersonal relations between team members and their active participation in fulfilling the tasks as well as an atmosphere for open communication and participation, encourages inputs) and Team Development.

Supporting Modules

We augment these six foundations with:

Human Error, Threat & Error Management

The Mitigation of the principal causes of error such as distraction, overload, fatigue, and excessive pressure, along with the potential of complacency and overconfidence. Threat analysis emphasises how to Avoid, Trap and Mitigate different latent risks that can lie within operational environments.

Smarter Use of Standard Operating Procedures (SOPs)

Providing and maintaining standards: Compliance with essential standards (SOPs and others) for the task completion. Supervision and intervention in case of deviations from standards by crew members.

Accident Chain

Highlights the links in a chain that lead to an accident, focusing on the importance of balancing process, training, supervision, and individual responsibility. Important to understand that there is often an opportunity to ‘break’ the chain, and that the RCA of an accident usually highlights where those opportunities lie.

Brain & Habits

This covers a basic understanding of how brains learn new things and what they can do to manage and accelerate that process.

Risk Creep

Highlights how risky behaviours get normalised in a dynamic and dangerous environment, with techniques and models to recognise and mitigate such behaviours.

The Role of Culture

The importance of creating a positive workplace culture. The different types of culture (Blame, Reporting, Just Culture, Fair Culture) that are often created. How to create an open safety culture which encourages incident reporting, as well as how to respond and not respond to mistakes, mishaps, and near-misses.

Briefing & Debriefing

This covers how to ensure understanding, ensuring honesty, how (the leader’s) tone, language, and style matter, how to effectively question, how to ‘lead’ a debrief to maximise ownership and learning, how to teach and use clean feedback.

Delivery Options

We can deliver these options in a variety of ways.

Live Coaching 90/120 Minutes

Singular sessions or more modules can be linked in a series of sessions together to meet a particular set of needs.

Two-Hour Workshop

This workshop offers insight and develops awareness of Human Factors and why and how it matters to safety, compliance, and risk optimisation.

Half-Day Workshop

This workshop covers the 4-6 most critical Human Factors and explores the 2 most relevant ones to the audience in more depth.

Refresher Training

We recommend that tailored Refresher Training is carried out every six to twelve months after the initial in-depth training.

One-Day Training/OneDay Masterclass

The one-day training covers the full spectrum of Human Factors topics. It explores two to three most relevant ones in depth through case studies and/or exercises, enabling delegates to walk away with a set of practical actions they can adopt. The Masterclass covers the full spectrum of Human Factors topics, exploring the most relevant factors through case studies, exercises, and team practical application in a great interactive day.

Three/Four-Day Training

This fully tailored training course covers all the topics through presentations, facilitated discussion by experts, case studies, experiential exercises, simulations or ‘real life scenarios, and formal assessment.

All to lift delegates’ Human Factors competency levels to ‘Intermediate Level’ by making their knowledge ‘actionable’. Delegates walk away with a clear understanding and an ‘action plan.’

Follow-Up Coaching

This session can be arranged as a one on one and for groups of 4-8 in size. It can be delivered Face to Face and virtually. This can vary in length and is designed in consultation with you.

Awareness Training

Human Factors Training has impact if the people around those who have undergone the actual training understand the basics of Human Factors and are receptive to it. The Awareness course is similar in content to the 2-hour or ½ day workshop but emphasises what participants can do and should refrain from to allow Human Factors to have maximum impact in the shortest possible time. This can be delivered virtually and at scale.

Self-Paced and Virtual

We can deliver blended solutions that combine all of the options listed above into a series of High Performance Learning Journeys curated and available on our Virtual & Self-Paced learning platform.

Testimonials

“ “ “ “ “ “ of course participants recommend Mission Performance HF Trainings to others 96%

The idea of learning how safety cultures in other industries are applied is great. I believe the oil and gas industry and the airline industry have a lot in common, in particular, the impact of pressure and how to have better decision making and situational awareness. The instructor has a wonderful ability of giving constructive feedback, which enhances participation in class and hence improves the learning experience. Great course, great learning.”

Team Leader

This course is excellent! It was much more than I expected, which is great! The instructors are great teachers. The course content is really good and the application on our job is really needed.”

Overall, the course was good and excellent and for sure helps in dealing with pressure/stress/tough situations and above all helps in controlling ourselves.”

The instructor has a wonderful ability of giving constructive feedback, which enhances participation in class and hence enhancing the learning experience. Great course, great learning.”

Delegates feedback

I was amazed to see the transformation of the Team leaders by the end of the course. We need to continue with CRM courses, and we have to include the refresher training. We are heading in the right direction.”

Head of Operations

The focus on Human Factors and the 6 Non-Tech behaviours was highly interesting and detailed and gave a good picture for elevating safety performance not just through the technical route.”

Senior Supervisor – Energy