Why Effective Communication Is Critical in a Workplace Emergency

When an emergency occurs in the workplace, people need clear information – and they need it quickly.

What is happening? What do I need to do? Should I evacuate? Where should I go? Who should I listen to?

Even a well-developed emergency plan relies on effective communication to put it into action. From raising the initial alarm and providing instructions to coordinating Wardens and communicating with emergency services, information needs to reach the right people at the right time.

So, what does effective emergency communication look like – and why does it matter?

Why is communication important during a workplace emergency?

Emergencies can create uncertainty, particularly when employees don’t immediately understand what is happening or what they’re expected to do.

Clear communication provides direction.

Depending on the emergency, this could mean alerting occupants to a potential threat, directing people to evacuate, advising them to remain in place, providing updates as circumstances change or communicating important information to attending emergency services.

Good emergency communication should be clear, timely and appropriate to the situation.

It also relies on people understanding their responsibilities before an emergency occurs.

Who is responsible for communicating during an emergency?

Communication responsibilities will vary depending on your workplace and its emergency procedures.

Members of the Emergency Control Organisation (ECO), including the Chief Warden and Wardens, may have specific responsibilities for communicating instructions and coordinating the workplace response.

For example, communication may need to occur:

• Between the Chief Warden and Wardens
• Between Wardens and building occupants
• Between different floors, areas or buildings
• With employees, contractors and visitors
• With people who may require assistance
• With emergency services
• With relevant workplace management or other stakeholders

Establishing these responsibilities in advance helps avoid uncertainty about who should communicate what information, to whom and through which channel.

What makes emergency communication effective?

During an emergency, messages should be as clear and concise as possible.

People need actionable information they can understand quickly. Instructions should avoid unnecessary detail or ambiguous language and clearly communicate what people are expected to do next.

Depending on the workplace, emergency communication methods may include:

• Alarm and warning systems
• Emergency warning and intercommunication systems
• Public address announcements
• Two-way radios
• Phones or internal messaging systems
• Verbal directions from Wardens
• Other site-specific communication systems

It’s also important to consider what happens if the usual method of communication isn’t available.

A power outage, equipment failure, poor reception or the location of an emergency could affect your primary communication system. Your emergency planning should consider alternative methods where appropriate.

Why does communication between Wardens matter?

In larger, multi-level or complex workplaces, the Chief Warden can’t be everywhere at once.

Effective communication across the Emergency Control Organisation helps build a clearer picture of what is happening throughout the workplace.

Wardens may need to provide information about their area, report whether evacuation is progressing, identify hazards or obstructions, advise of people requiring assistance or confirm when an area has been cleared in accordance with workplace procedures.

This information can help the Chief Warden coordinate the workplace’s emergency response and make informed decisions as the situation develops.

That’s why communication should be considered as part of ECO and Warden training – not something people are expected to work out during an actual emergency.

What information do emergency services need?

Communication doesn’t stop once emergency services arrive.

The appropriate workplace representative may need to provide attending emergency services with relevant information about the incident and workplace.

Depending on the circumstances, this could include:

• What has occurred and where
• What actions have already been taken
• Known hazards or risks
• Whether evacuation is underway
• Information about people who may require assistance
• Any other relevant site-specific information

Once emergency services assume control, workplace personnel should follow their instructions and provide assistance or information when requested.

Don’t forget visitors and contractors

Employees may be familiar with your alarms and emergency procedures. Visitors and contractors may not be.

Your emergency communication planning should consider everyone who could reasonably be within the workplace when an emergency occurs.

This means thinking about how contractors, visitors, customers or members of the public will receive instructions and how they will know what to do.

Clear visitor and contractor procedures, appropriate induction information and directions from trained Wardens can all play a role.

Communication should be tested, not assumed

Having communication procedures documented is one thing. Knowing they’ll work during an emergency is another.

Evacuation exercises provide an opportunity to test how information moves through the workplace in realistic conditions.

Did everyone hear or recognise the alarm? Were Warden instructions clear? Could Wardens communicate effectively with the Chief Warden? Did information reach every relevant area? Were there delays, gaps or points of confusion?

These observations can provide valuable information when reviewing an exercise and identifying improvements to your emergency arrangements.

Review communication after an incident or exercise

Post-incident and post-exercise reviews provide an opportunity to consider what worked and what could be improved.

Communication should form part of that review.

Rather than simply asking whether a message was sent, consider whether it reached the right people, whether it was understood and whether it resulted in the intended action.

Any issues identified can then inform future emergency procedures, training and exercises.

Clear communication supports a coordinated response

Effective emergency communication isn’t about providing as much information as possible. It’s about providing the right information, to the right people, at the right time.

Your workplace should have established communication procedures, trained members of the Emergency Control Organisation and opportunities to practise how those procedures work in real-world conditions.

Because when an emergency occurs, your people shouldn’t be trying to work out how to communicate. They should already know.

Workplace Emergency Management can assist organisations with emergency planning, Emergency Control Organisation and Warden training, and evacuation exercises to help ensure communication forms part of a coordinated workplace emergency response.