WHY PROBLEMS REACH YOU TOO LATE

Lu Pillar: Build Trust

Toolbox time: About 5 minutes

Use this if: Problems tend to reach you after they have already affected the job, shift or crew.

THE POINT

When someone raises something, tell them what happens next and then follow up.

If people know raising an issue leads somewhere, they are more likely to tell you while there is still time to do something about it.

That helps keep the work on track.

WHAT IT CAN LOOK LIKE

• Nobody says anything at pre-start, but everyone talks about the issue afterwards.

• The same equipment, work or handover problem keeps coming up, but nobody raises it anymore.

• You hear about a problem through someone else.

• Someone who used to raise issues has stopped.

• The crew has found a way to work around a problem instead of getting it sorted.

TALK ABOUT IT

Start with the work: “What issues are we working around at the moment that we shouldn’t have to?”

Then: “Is there anything on today’s job that could turn into a bigger problem if we leave it?”

If the crew is quiet, ask: “Is there anything we keep having to fix because the real problem hasn’t been sorted?”

You don’t need to solve every issue yourself. Sometimes you fix it. Sometimes you pass it on, take it to your supervisor, explain why nothing will change or help the person work through it.

Supporting your crew doesn’t mean taking everything on. It means making sure issues get to the right person and don’t get lost.

USE THESE WORDS

When someone raises something, try saying:

“Thanks for raising it. Just to check I’ve got it right, the issue is [issue]. I’m going to [next step]. I’ll come back to you by [time or date], even if the answer is that we aren’t changing anything.”

Then go back to them.

A clear no, with a reason, is still a response. Silence is not.

DO THIS

Pick one thing someone has already raised. Find out what happened and get back to them.

CHECK NEXT TIME

At the next toolbox, handover or pre-start, report back on something the crew raised.

Tell them what happened, what happens next or why nothing is changing.

Then ask: “Is there anything else we’re still waiting on an answer about?”

NEED MORE SUPPORT?

Lu offers two next step options.

Run It gives your crew practical tools to work through the issue.

Embed It provides independent support to understand what is driving the problem, tailor the response and help the change stick.