Closed-loop communication

Closed loop communication is a technique used to avoid misunderstandings; its purpose is to secure the message. Closed loop communication ensures that the sender knows that the receiver has heard and understood the instructions. It involves repeat back of the message and positive confirmation that the message has been understood.

Misinterpreted communication can result in adverse events. What is said may not be what is heard. What is heard may not be what is understood and what is understood may not be what is actually done. This is similar to the breakdown in communication that can occur during a party game where a message is whispered into the ear of the first of 10 people, who must whisper it into the ear of each person next to them. Quite often the message is completely different at the end of the line.

Closed loop communication is not only very important in the aviation & maritime industry, but also in health care. Misunderstandings and miscommunication are contributing factors to a large number of incidents/accidents. Therefore, all important orders and instructions must be done using closed loop communication. Thanks to this technique, the sender of the message immediately notices if the message was misunderstood and may consequently prevent any action from taking place based on information that was not properly received, not heard or misunderstood.

When the sender gives a message, the receiver repeats this back. The sender then confirms the message; thereby common is using the word “yes”. When the receiver incorrectly repeats the message back, the sender will say “negative” (or something similar) and then repeat the correct message. If the sender (person giving the message) does not get a reply back, she must repeat it until the receiver starts closing the loop. To get the attention of the receiver, the sender can use the receiver’s name or functional position, touch his or her shoulder, etc.