Safety Critical Voice Coms Audit

• Conducted on

  Date

• Prepared by

• Assessor Name

• Assessor Job Title

• Date of assessment

  Date

• Candidate Name

• Candidate Job Title

• Candidate Line Manager

• Location of Assessment
  Address

1. IDENTITY Does the individual;

• Fully identify themself and the other parties?

  Yes

  No

  N/A

• Name

  Yes

  No

  N/A

• Location from which speaking

  Yes

  No

  N/A

• Did the individual prompt the other party if they did not identify who they were and where they were speaking from?

  Yes

  No

  N/A

• Did the individual repeat back to confirm that they were speaking to the correct person and that they understood where the other person was?

  Yes

  No

  N/A

2. MESSAGE CONTENT (DELIVERY) Does the individual;

• Make it clear what the intention or purpose of the communication is (I.e taking a line blockage, reporting an event)

  Yes

  No

  N/A

• Deliver the message in a logical structure? (I.e is it evident that the individual has thought about what they are going to say)

  Yes

  No

  N/A

• Deliver the message concisely without any superfluous chat?

  Yes

  No

  N/A

• Deliver the information accurately?

  Yes

  No

  N/A

• Role (and company where appropriate)

  Yes

  No

  N/A

• Deliver all relevant information?

  Yes

  No

  N/A

• Use the phonetic alphabet appropriately? (I.e on train headcodes, signal numbers, difficult words)

  Yes

  No

  N/A

• Use numbers singularly as appropriated?

  Yes

  No

  N/A

• Use standard job terms/phrases?

  Yes

  No

  N/A

• Convey times in 24hr clock format?

  Yes

  No

  N/A

• Avoid using slang or local terminology?

  Yes

  No

  N/A

3. MESSAGE CONTENT (RECEIVING)

• Listen to the information being provided?

  Yes

  No

  N/A

• Ask questions to clarify understanding?

  Yes

  No

  N/A

• Ask questions to make sure they have all the relevant information?

  Yes

  No

  N/A

• Use acknowledgements (I.e paraphrasing use of uh huh) to indicate that they are listening?

  Yes

  No

  N/A

• Persist with questioning until confident they have all the relevant information (I.e does not accept vague reports)?

  Yes

  No

  N/A

4. CONFIRMING UNDERSTANDING

• Repeat back or summarise the critical details?

  Yes

  No

  N/A

• Prompt / challenge the other party if they do not repeat back?

  Yes

  No

  N/A

• Persist with questioning / imparting information until they are comfortable a clear understanding has been reached?

  Yes

  No

  N/A

• Identify the correct errors / inconsistencies in the repeat back from a the other party?

  Yes

  No

  N/A

5. NEXT STEPS

• Make sure that contact details are exchanged?

  Yes

  No

  N/A

• Only conclude the communications when the next step has been agreed?

  Yes

  No

  N/A

6. OVERALL

• Use a confident tone of voice throughout?

  Yes

  No

  N/A

• Speak slowly and clearly throughout?

  Yes

  No

  N/A

• Avoid interrupting or speaking over the other party?

  Yes

  No

  N/A

• Remain professional and polite throughout the exchange?

  Yes

  No

  N/A

• Remain assertive even if the other party is challenging?

  Yes

  No

  N/A

• Convey / receive an accurate message?

  Yes

  No

  N/A