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Services

  • Interactive Webinars give your team practical high reliability strategies and skills. Each webinar is thoroughly planned, yet highly interactive. Each webinar includes polls, quizzes & discussions. 90%+ of webinar content is original, proprietary, and available only from us.

  • Follow Through Advising Sessions help your people apply strategies from the webinars directly to their everyday work. In a small group of 3-7 people, or one-on-one, we work together to apply webinar content to improve the unique, real-wold projects you're working on right now. 

Creating a deep, long-lasting, High Reliability culture requires an integrated series of interactive webinars & follow through advising sessions given widely across your organization over 12-36+ months. Smaller-scale, one-time, or "pilot" projects are also available.

All are available virtually (we prefer Zoom), or in-person after Coronavirus risk subsides.

 

Questions answered in this workshop:

  • How did one physician use save 1,500+ lives in 18 months?

  • How serious is the problem of workplace errors?

  • What's the Control-Based vs. the Learning-Based view of errors?

  • What are the three global strategies for managing errors?

  • What’s the main problem with relying on Classic Defenses?

  • What lessons can we learn from aviation, health care, emergency fire and rescue services, the military, and other high hazard industries?

  • Why can’t we just “Proceduralize” everything?

 

Time:              Four (4) hours live (or 2 virtual sessions)

Audience:      Front line leaders or workers

Interaction:    About 60% presentation, 40% discussion

Prereqs:         None

1 - Introduction to High Reliability Strategies (4 hours)

“Before this workshop I thought, ‘Human error was likely and inevitable.’ Now I’m realizing that a lot of human error can be avoided.”

~ Research Facility Engineer

 

2 - Executive Briefing on High Reliability Strategies (90 mins)

  • How serious is the problem of workplace errors?

  • What’s the annual cost of workplace errors?

  • Do High Reliability initiatives produce business results?

  • What’s the worst mistake executives make in trying to support High Reliability initiatives?

  • How does High Reliability / Human Performance Improvement (HPI) interact with existing Safety, RCA, or Operational Excellence programs?

  • How can executives best support long-term (1-3 year) High Reliability initiatives in their organization?

Time:             90 minutes in one session
Audience:     Executives or other senior leaders
Interaction:   About 70% presentation, 30% discussion   
Prereqs:        None

 

“Before this workshop I thought, ‘Procedures will protect the employee.’ Now I’m realizing that while still important, not all

incidents can be solved by procedures.

 

                ~ Deputy Division Director of a National Research Lab

 

3 - How to Lead After Action Reviews (AARs)  (90 minutes)                              

How do the world’s most High Reliability Organizations (HROs) maintain exceptional safety, resilience, and employee engagement year after year? 

One strategy they use is to regularly build trust and share unwritten expertise or tribal knowledge at the same time. How do they do this?

Join us to learn and practice the unique 4-question debriefing process that HROs have used successfully for 30+ years…. The After Action Review.

Time:              90 minutes in one session
Audience:      All
Interaction:    About 50% presentation, 50% discussion   
Prereqs:         None. This module is also in the Intro workshop.

 

“Before this workshop, I thought After Action Reviews were about identifying weaknesses. Now I’m realizing that AARs are about identifying strengths and building trust.

                                             ~ Manager at a National Research Lab

 

4- How to Build Psychological Safety (90 mins)

In theory, holding people accountable for errors should reduce errors. But in reality, punishing people for errors chills communication, erodes trust, and usually generate more errors.

 

The alternative? Build Psychological Safety. In this workshop, you’ll see evidence of business results generated by Psychological Safety. You’ll see how bad most of us are at creating Psychological Safety. And you’ll learn five (5) practical ways you can build it within your team and family. You’ll also learn about the related concept of the “Just Culture.” 

 

Time:                Ninety (90) minutes in one session

Audience:        Leaders and workers who need to build trust together

Interaction:      About 60% presentation, 40% discussion  

Prereqs:           Introductory workshop

“Before this workshop, I thought I was making a committed effort to ensure team members feel accepted and protected. Now I’m realizing that I am equipped with new insights and methods to more effectively build Psychological Safety in my team.

 

                                               ~ Manager at a Scientific Research Lab

 

5- Situational Awareness & Multitasking (90 mins)

In this workshop, you’ll learn:

 

  • Why telling people to “pay attention” fails & often worsens the problem.

  • A practical method you can use to improve your Situational Awareness at work and home -- the same method taught by the US Marine Corps.

  • How two specific mental states are the key to maintaining high Situational Awareness in any team.

  • The worst trap to fall into with this method… and how to avoid it.

  • Why we keep trying to multitask, even when we know it doesn’t work.

  • Three (3) practical techniques you can use to avoid multitasking.

 

Time:               Ninety (90) minutes in one session

Audience:       All leaders and staff, both field and office

Interaction:     About 60% presentation, 40% discussion  

Prereqs:          Introductory workshop

“Before this workshop, I thought multi-tasking was better. Now I’m realizing that I should commit to one task at a time.

 

                                              ~ Project Specialist at a National Lab

 

6 - High Reliability Strategies for Office Workers (90 mins)

In this workshop, you’ll learn:

 

  • Real world examples of multi-million dollar office-based errors including the “Billion Dollar Kitty Litter Error.”

  • How HPI / HRO strategies can improve reliability and coordination among office workers, not just safety for field teams.

  • How to use a 5-step script developed by NASA, to respectfully challenge peers and leaders with essential fact-based feedback.

  • Why Latent Errors can be so much worse than Active Errors.

  • The key to transforming  siloed experts into an interactive team.

 

Time:               Ninety (90) minutes in one session

Audience:       Office workers and / or their leaders

Interaction:     About 60% presentation, 40% discussion  

Prereqs:           None

“Before this workshop, I thought we need rigid process[es]. Now I’m realizing that you need both process and adaptive systems.”

                                                                           ~ Quality Manager

 

7 - Secrets of High Reliability Organizations (HROs) (90 mins)

In this workshop, you’ll get answers to these questions:

 

  • Air traffic controllers…The flight deck crews of aircraft carriers… Operators of nuclear power plants… Wildland firefighters -- Why have researchers studied these four unique teams for more than 40 years?

  • What are eight research-based traits of High Reliability Organizations?

  • What’s the difference between Procedural and Adaptive Systems?

  • Why don’t HROs seek to eliminate errors?

  • What is “Resilience” and why do HROs try to maximize it?

  • What are “Weak Signals” and how do HROs manage them differently than other organizations?

 

Time:               Ninety (90) minutes in one session

Audience:       Leaders and workers in high-hazard industries

Interaction:     About 60% presentation, 40% discussion  

Prereqs:          Introductory workshop

“The hallmark of a High Reliability Organization (HRO) is not that it is error-free, but that errors do not disable it.”

 

             ~ Weick & Sutcliffe in “Managing the Unexpected” p.21.

 

8 - Incident-Based Interactive Teaching Case (90 mins)

  • Each case is based on a real incident. Participants learn relevant technical details, then assess risks and show how they would do the job.

  • Then participants learn what happened in the incident… but not why.

  • Finally, participants act as Incident Analysts (Investigators) to identify basic root causes and lessons learned from the incident.

  • Choose from three different interactive cases:

 

  1. The Motor Operated Air Break (MOAB) Case– Ideal for field technicians like electric utility switch operators or engineers.

  2. The 480 Volt Sump Pump Case – Ideal for safety-focused technicians who wrestle with tough organizational cultures.

  3. The Electrospinning Case – Ideal for lab-based researchers who work independently with little oversight.

 

Time:                Ninety (90) minutes in one session

Audience:        Leaders and workers in high-hazard industries

Interactions:    About 40% presentation, 60% discussion  

Prereqs:           Intro workshop, After Action Reviews, Sit. Aware. & Multitask.

“With the help of Jake's training...we were able to reduce the technical workforce's error rate by 60% over a three-year period.”

 

~ Mike Carden, Supervisor of 200+ Technicians in a Fortune 500 Utility

 

9- How to Design Interactive Courses & Presentations (90 mins)

  • The ability to teach or present an idea vividly, concisely, and effectively is often more valuable than the idea by itself.

  • In this workshop, you’ll get unique tools and detailed templates to help you design courses and presentations that create high engagement, deep understanding, and real-world application for any technical content you need to teach.

  • For best results, pair this workshop up with one or more follow through advising sessions to get our detailed critique of your presentation and customized suggestions to improve it.

Time:             90 minutes in one session

Audience:     1-12 Educators or Presenters

Interaction:   About 60% presentation, 40% discussion  

Prereqs:        One-on-one call with Dr. M.

“Since applying the JMA Method for course design, I no longer feel like I’m delivering death by Power Point. Learners are participating, asking questions and… are retaining more information than before.” ​

                      ~ Katie Smith, HPI Specialist, Oncor Electric Delivery Co.

 

A - After Action Review

Dr. Mazulewicz leads a structured, dynamic discussion with your team to extract valuable lessons learned from a recent job they performed. Each AAR:

 

  1. Captures high-value, unwritten expert insights (tribal knowledge), share them throughout the team and also with relevant external stakeholders.

  2. Builds long-term Psychological Safety & trust.

In each AAR, we answer these questions in depth:

                  

  1. What did we aim to do in this job?

  2. What did we actually do in this job?

  3. Why did it turn out that way?

  4. What will we do differently in the next job?

 

Time:           60-90 minutes in one session

Audience:   Leaders and teams who need an independent expert to lead their AAR

Interaction: About 95% structured discussion

Prereqs:      1-on-1 prep call

“After the workshop, I realize that I need to do AARs as part of my process.”

 

                                                  ~ Manager at a National Research Lab

 

B - Process Improvement Workshop

Learning HPI strategies is a good start. But how can you help your team apply this knowledge to improve the challenging, real world processes they use every day?

 

The secret ingredient is often not another technical specialist. Instead, it’s a practical generalist with expertise in applied communication, group dynamics, and practical High Reliability Strategies.

In this advising session, Dr. Mazulewicz facilitates you and your team to work together to generate one or more practical Process Improvements to help solve your toughest problems.

 

Time:                4-8 hours in 2-4 sessions spread over several days or weeks

Audience:        Leaders and technical experts who need help solving a tough problem

Interaction:      About 95% structured discussion

Prereqs:           1-on-1 prep call

.

"We invited Dr. Mazulewicz to guide and facilitate a workshop among our hiring managers… Through his workshop structure, we were able to identify those personal attributes most important to our teams’ long-term success. We came away with a set of action items that we are pursuing to improve our team capacity and performance. Even though Jake is not a recruiter himself, his facilitation process pulled the best information and ideas from our mixed-discipline group. We look forward to working with him on our next complex problem."

                                 ~ John J. Kumm, P.E., VP of Field Services, POWER Engineers

 

C - Individual or Team Advising

Every leader who gets training for their team inevitably asks, "How do I get my team to apply the High Reliability Strategies they just learned?"

 

One-on-one or small group Advising may be the best solution.

In each session, Dr. Mazulewicz helps you:

 

  • Apply High Reliability Strategies to your unique job

  • Identify practical, non-obvious insights from recent, hands-on experiences faster and more effectively than you could do alone.

 

Time:               1 hour per session (3-7 sessions recommended)

Audience:       Leaders who need an independent and skilled advisor

Interaction:     About 95% structured discussion

Prereqs:          Introductory or executive workshop, and 1-on-1 prep call

“The kind of long-term, deep mentoring that Jake does compounds over time and generates far more valuable results than any class or presentation by itself.”

 

                                                      ~ Robert J. Latino, CEO, Reliability Center, Inc.

 

D - Incident Analysis

It’s the call no leader wants to get. An incident happened. The initial response is over. People are safe. Property is stable. The incident clearly involved complex or multiple human and organizational errors. Now the tough questions come. “How could this happen?” “Could we have stopped it?” “Can we prevent future similar incidents?”  “What failed?” “What should we do differently?” 

Dr. Mazulewicz builds Psychological Safety then leads your existing Incident Analysis team -- and ideally the people directly involved -- through structured discussion of 6-18 key questions to fix the problem, (not fix the blame).

 

Time:              2-4 hours per session (2-6 sessions recommended)
Audience:      Team analyzing an incident involving complex errors
Interaction:    About 80% structured discussion and input, 20% content
Prereqs:         1-on-1 prep call. Intro, AAR, HRO, & Psych Safety preferred

“Your investigation and analysis was the most thorough and well documented of any we have had to date… the interviews and investigation were not threatening in any way, but you only tried to find the root cause of the error without pointing fingers… We were able to review your findings and recommendations and have already implemented some changes to our processes.”

~ Manager, Electric Transmission System Operations in a Fortune 500 Utility

 

E - Community of Practice

The key to long-term Human Performance / High Reliability culture change is to create a sustainable Community of Practice.

 

To learn more about Communities of Practice click here.

As Dr. Mazulewicz teaches the first few dozen workshops to your leaders over 6-18 months, he also helps identify the 5-9 best candidates for your HP Core Team. He then personally leads the first 5-7 formative Core Team meetings, which are critical.

Over the next 6-12 months, Dr. Mazulewicz helps build your Core Team into the Go To experts on High Reliability and Human Performance in your organization. Your team takes the lead in brainstorming and implementing practical High Reliability Strategies throughout your organization.

 

Time:               1 hour in one session (7-9 sessions strongly recommended)

Audience:       7-12 hand-selected HPI experts and leaders

Interaction:     About 70% structured discussion, 30% expert-level content

Prereqs:          1-on-1 prep call. Intro, AAR, HRO, & Psych Safety preferred

“Jake has played an integral role in re-shaping [our] culture and behaviors around safety and work planning and control.

 

The HPI Core Team meetings create a safe environment to share successes, challenges, and ideas. I leave the meetings feeling refreshed and ready to tackle the challenges that I face with a new set of tools collected from the Core Team.

 

Folks are beginning to realize the importance of communication and collaboration throughout the entire WPC process. The use of fail-safes, adaptive thinking, and peer checks are becoming part of the way we do things at [our lab].”

 

~ Work Planning and Control (WPC)

Program Manager at a National Lab

 

F - Observation & Feedback

What's the key to building any new skill into permanent habit and long-term team culture? Not just mindlessly or blindly performing the skill, but getting regular, accurate, timely, constructive feedback from a trusted advisor.

 

This is Deliberate Practice.

Dr. Mazulewicz dials in to observe in real-time as you teach a class, lead an After Action Review, or perform any other skill from our workshops. Afterwards, you get psychologically safe, constructive, detailed, and practical feedback that you can apply immediately and for years to come.

Dr. M. also reviews and critiques slides, handouts or other deliverables and suggests specific edits to help you develop high-quality results fast.

 

Time:               60 minutes (about 20 mins observation or review plus 40 mins feedback)   

Audience:       One hand-selected HPI expert who wants advanced coaching

Interaction:     About 90% discussion

Prereqs:          1-on-1 prep call

"During the personalized video call mentoring session, Jake did not just give me general information, but used specific examples from my materials that helped me connect the dots. Using this course design method not only helped me create a more dynamic presentation, but more importantly improved my ability to connect with my audience in a way that has increased information retention and engagement."

                      ~ Katie Smith, HPI Specialist, Oncor Electric Delivery Co.

Want to learn more?
Let's talk.  

Jake Mazulewicz, Ph.D.

Director, JMA

(540) 466-1357

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