Commit to Using and Promoting a Questioning Attitude: Speak Up, Listen Up
Speak Up For Safety Using ARCC
- ASK a question
- REQUEST a change
- voice a CONCERN
- use CHAIN OF COMMAND
This technique was first published in commercial aviation as inquiry-advocacy-assertion. The protocol was intended to help first officers (co-pilots) speak up to the captains when they noticed unsafe conditions. The technique is intended to start with an earnest question and progressively increase in assertiveness until the condition prompting the question is resolved to the satisfaction of all. The idea behind the technique is to avoid coming on too strong when a simple question would have sufficed.
Listen Up Using ART
People often don’t speak up because they are unsure of how you will react. Using this tool shows you are committed to safety and welcome questions.
The ART of listening:
- Demonstrate an ATTITUDE of openness by not becoming defensive or short with the other person.
- REFLECT back what you have heard to make sure you understand the question or concern.
- THANK the person for raising the issue or asking the question.
When voicing a concern, use the official safety phrase for SCL Health which is “I have a concern.”