Behavioral Audit Training via Messenger

The Evolution of Training: From Face-to-Face Sessions to Messengers

Behavioral safety audits (BSA) have long been the foundation for building a safety culture at large industrial enterprises. However, traditional face-to-face training, even the highest quality ones, have their limitations: they require time away from production, and the acquired skills are quickly forgotten without regular practice. Andrey Protasov, Head of HSE Development and Efficiency at Ilim Group, shares the company's unique experience in implementing distance learning for conducting BSAs via familiar messengers.

This innovative approach, borrowed from the sales sector where communication skills are critical, allows not only to refresh theoretical knowledge but, most importantly, to practice dialogue skills in difficult situations without stress and the risk of ruining relationships with colleagues.

Structure and Mechanics of Mobile Training

The training program is designed for six weeks and takes place in WhatsApp groups (up to 200 people). The microlearning format involves receiving short text messages, infographics, and small tasks 4 times a day. This takes no more than 15-20 minutes of working time and does not require time away from production.

• Week 1: Adaptation and Setup. Registration of participants, connection checks, test calls. The speaker emphasizes the importance of this stage to remove the technological barrier and anxiety among employees not accustomed to this format.
• Week 2: Basic Theory. Review of BSA basics: execution algorithms, analysis of standard situations, the difference between unsafe acts and unsafe conditions.
• Week 3: First Practical Calls. Participants conduct training audits over the phone with consultants playing the role of workers. Calls are analyzed using a checklist, and the participant receives individual feedback.
• Week 4: BSA in Difficult Situations. Studying psychological tools for dealing with negative reactions (silence, aggression, deception, misunderstanding).
• Weeks 5-6: Deep Practice and Storytelling. Practicing complex scenarios in phone calls with consultants. Training in storytelling skills for more persuasive argumentation.

Dealing with Difficult Reactions: The Core Value of the Course

The presentation details the most valuable block of the program — dealing with typical defensive reactions of violators. The speaker analyzes four main behavioral models that auditors encounter:

• Silence: the worker withdraws, expecting punishment. The auditor's task is to establish contact, using the employee's name and noting positive aspects of their work.
• Aggression: a defensive reaction of experienced employees ("I've been working here all my life"). The tool for this is verbalizing feelings, joining the emotions to relieve tension.
• Deception: denying the fact of the violation ("nothing happened, prove it"). Here, the funnel of questions technique (open, closed, alternative) is used to lead the worker to self-awareness of the risks.
• Misunderstanding: imitating a lack of understanding of the claims or a language barrier. Clear argumentation based on facts and an appeal to personal experience is required.

The speaker shows by example that the highest level of BSA is when, during the dialogue, the worker themselves formulates what fatal consequences their violation could have led to. Achieving this without developed communication skills and the ability to ask the right questions is almost impossible.

Gamification and Analytics: How to Maintain Engagement

To maintain interest throughout all six weeks, a competitive element is used. Daily publication of ratings and response statistics stimulates participants to become more actively involved in the process. In addition, the digital nature of the course allows for collecting detailed analytics: tracking the group's progress on specific skills (e.g., using open questions) from the first to the sixth week, analyzing call checklists, and adjusting the program.

What You Will Learn from This Webinar:

• How to organize effective training in BSA skills without interrupting production?
• Why did audio calls with consultants prove more effective than video calls when practicing audit skills?
• What psychological techniques help to get a silent violator to talk and calm down an aggressive one?
• How to properly build a funnel of questions so that the worker realizes the risk of their violation themselves?
• How to use gamification and microlearning to increase managers' engagement in safety issues?