COMPLACENCYA Dangerous Disease

Author:

Gaylia Johnson, CTO III Community Corrections Training Unit – Stillwater OK Dept. of Corrections

Course Released:

May 1, 2009; Updated March 1, 2011

Course Code:

CLEET 10-4228/SAFI090005Credit:

2 hours

Needed Attachment: Please print out / fill in the Worksheet (2 pages)

Course Information

Course Objectives AT THE END OF THIS COURSE

PARTICIPANTS WILL:• Define complacency

• Understand the adverse affects of complacency in business, in history, in sports, and potentially with us

• Understand why complacency is considered a disease

• Explain why complacency is dangerous

• List the causes and symptoms of complacency

• Decide which is better: Antidote or Vaccine

Here’s the question: When you’re driving,

have you ever . . . Gone past your turnoff without realizing it?

Then, this is for you – and for all of us.

Pulled into the driveway and not remember the drive home?

Missed the exit because your mind was somewhere else?

We accomplish this dramatic feat by turning the task of driving over to our subconscious mind and autonomic nervous system.

The subconscious is quite skilled at driving, just as it is at walking, swimming, or riding a bike.

Driving on Autopilot

Once it knows how to do something, it just does it; it doesn’t need to think about it again.

For example, when you drive the same route home everyday, your subconscious mind handles most of the driving while your conscious mind entertains higher cognitive functions.

You find yourself thinking about what happened at work, tasks that need done at home, deciding what you want to eat, where you want to go, or what you want to do.

And by then, OOPS, you’ve missed the turn! 1

RepetitionLike driving, any repetitious

task has a tendency to become boring and create lack of interest. A person

may subconsciously think “I can do this in my sleep” or

“with one hand tied behind my back.”

WORKSHEET

On your worksheet, please: 1. List one or two repetitive tasks that you do (besides driving).

2. List a repetitive task that is unique to our agency.

Repetition Can Also Lead to Complacency

Com pla cen cy⋅ ⋅ ⋅ [kuhm-pley-suhn-see]

-Noun, Plural – cies

Definition:• A feeling of quiet pleasure or security

• Contentment or self-satisfaction, while often unaware of potential danger, trouble, or defect

• Unconcerned

• An instance of smugness with an existing situation or condition. 2

Complacency is Dangerousand in many occupations, it can be deadly.

In a psychology lecture to airline pilots, the instructor spoke from the following outline:

• You lack spontaneity

• You’re a sucker for complacency• Familiarization breeds contempt

• The role of rituals in itself is a trap

“If you do a ritual in the cockpit, once you have completed that ritual – I don’t care if the checklist was done right or not – everybody standing in behind you can say, “You didn’t do it, dummy,” and you will not buy into it.

You will not buy into it because you believe your ritual is complete.

Get rid of rituals if you have them - they’re death traps.” 3

Quoting from the instructorabout the role of rituals:

On your worksheet, please: 3. List a “ritual” you perform at work.

4. Is it one you can get rid of? (Yes/No)

5. If not:

(a) Is it possible to change it up?

(b) List ways you’ve learned to watch and stay alert.

6. How does this help prevent complacency?

WORKSHEET

Complacency Trend

Complacency trends are evident.

For example if an accident occurs in the workplace, usually there was a level of complacency present prior to the accident.

The safety issue suddenly becomes the primary focus of everyone, employers begin using enforcement programs and awareness increases.

Take a look . . .

All levels of supervision participate in accident prevention.

And finally, the safety program has never been better.

Then, time passes and eventually the complacency trend begins to start its decline, seeking to reach the moderate behavior of the pre-accident era. 4

Equation:Familiarity + Comfort =

COMPLACENCY

Complacency Trend

Timepasses . . .

Immediate focus on

prevention!

New policies and training

for everyone!

100 % compliance!

Return topre-incident

behavior

The incident is mostly

forgotten

AccidentIncidentDeath

Start Here

Remember the heightened

awareness after 9/11?

There’s a song entitled,

“9-11 and Then We Slumber”

Starting the decline

Complacency Can Exist Anywhere

With our health

In business

At home

On your worksheet, please: 7. List an additional area where you believe complacency can (and/or does) exist.

WORKSHEET

Dangers of complacency exist when using tools and equipment, or operating machinery.

It has been estimated that 80 % to 90 % of workplace accidents are the result of unsafe acts.

Complacency Happenson the Job

How To Stay Alert

Incidents may have a negative impact on health, safety, reliability or company reputation. 5

Office of Safety

One of modern medicine’s great success stories is the vaccination of our children against infectious diseases.

Ironically, the near elimination of these health problems has lead many to become complacent about immunizations. Certain diseases crop up so rarely that parents sometimes ask if vaccines are even necessary anymore.

Most diseases that can be prevented by vaccines still exist in the world, even in the U.S., although they occur rarely. The reality is that vaccinations still play a crucial role in keeping our kids healthy.

Complacency HappensWith Our Health

6

“Smugness and complacency in business can lead to financial crisis.

IBM, for example, poured tremendous effort into trying to maintain its proprietary dominance based on mainframes.

Once brilliantly successful, they smugly missed the seismic shift to open systems and microprocessor-based technology.

Complacency Happens in Business

7

The biggest threat to large companies is the danger of becoming complacent.

There are a lot of companies that get fat, dumb, and happy, and take their eye off the ball and forget about serving customers.”

Complacency’s Evil Twin:OVERCONFIDENCE

 

Definition:• Excessively confident

• Presumptuous

• Cocksure; Arrogant

• Having greater, or total, certainty than circumstances warrant 2

O⋅ver⋅con⋅fi⋅dent [oh-ver-kon-fi-duh’nt] -Adjective

Overconfidence in History• Because the ship’s hull was divided into 16 watertight compartments, the builders were sure that she was "unsinkable" and lifeboats were considered almost unnecessary.

• The boat was designed to carry 32 lifeboats but this number was reduced to 20 because it was felt that the deck would be too cluttered.

• There should have been a lifeboat drill, but the Captain canceled it to allow people to go to church.

• The lookouts in the crow's nest previously requested binoculars, but the request had been denied.

• The time interval from first sighting of the iceberg to impact was 37 seconds.

• Many people believed that Titanic was not sinking but that the call to the lifeboats was actually a drill and stayed inside rather than venture out onto the freezing deck.

• The Titanic sank in 2 hours and 40 minutes.8

Overconfidence in Battle

For Example . . .

Called the “Victory Disease,” this cultural phenomenon manifests itself in a mindset of overconfidence and complacency.

The problem stems from two necessary preconditions: demonstrated military prowess and great military strength.

Military leaders begin to underestimate the enemy's capabilities. 9

Battle of WaterlooJune 18, 1815

Napoleon conquered territory from Spain to Russia with the strongest army Europe had seen since the Roman Empire.

But Napoleon’s rule as Emperor of the French came to an end when he surrendered to the British at the Battle of Waterloo.

His downfall was due to a number of tactical errors, including complacency.9

First Battle of Bull Run

In the First Battle of Bull Run, the overconfident Union populace, taking the enemy for granted and expecting a rapid conclusion to the war, was completely unprepared for the Confederate victory.

July 21, 1861

9

Following the Allied victory in World War II, U.S. forces became complacent as they shifted from combat duties to occupation duties.

Korean WarJune 25, 1950

Young, inexperienced, undertrained, outnumbered, and without adequate supplies of ammunition, they were virtually brushed aside by the advancing North Koreans.

Early on a rainy Sunday morning, the North Koreans opened fire on South Korea and proclaimed war. An American unit in Kyushu, Japan, was sent to block the North Korean advance.

9

 

 

  Overconfidence in SportsFeb. 22, 1980 Winter Olympics,

Lake Placid, NY

• The goaltender, Vladislav Tretiak, was also considered the best in the world

• Although listed as amateurs, they played professionally

• They were all members of the Soviet Red Army

• They were “men” and referred to as “machines”

The 1979-80 Soviet ice hockey team was thought to be the best in the world.

 

 

 

(“We worry about only the Czech Republic; other teams we don’t worry because we are a strong team. We beat NHL Hockey teams.”)

"Мы только беспокоиться о Chek Республики, других групп мы не беспокоиться, потому что мы сильная команда. Мы избили НХЛ хоккей групп."

Goaltender, Vladislav Tretiak

• They had won the gold medal in the four previous Olympics: 1964, 68, 72, and 76

• They won 10-3 in an exhibition game with the U.S. team just a few days before

• They were the favored team

8

10

• The U.S.A. team was considered the underdogs

• It was comprised of college kids and amateurs

• Considered “boys,” the average age was just 22

• They were seeded 7th as the entered the competition

• They had just lost 10-3 in the exhibition game

• It didn’t look good . . .

In 1980, hockey was neither a well known sport in the U.S., nor a very popular one

11

The day before the match, columnist Dave Anderson wrote

in the New York Times,

2/21/80"Unless the ice melts, or unless the United States team or another team performs a miracle, the Russians are expected to easily win the Olympic gold medal."

10

The USA Coach continued his tough, confrontational style, skating "hard" practices and berating his players for perceived weaknesses. He told them:

“They’re ripe, they’re ready to be beaten.

Watch how they change lines – they don’t change as quick.

Watch when they score a goal, they’re kind of confident – over confident.”

U.S.A. Coach, Herb Brooks

That Same Day . . .

The Soviet Coach rested his players.

And Here’s the Difference

Biggest Upset in Sports History

The USA had speed, defense, scorers,

conditioning, goaltending, and

coaching - a complete team, something the Soviets didn't realize until it was too late.

11

The United States, led by coach Herb Brooks, defeated the Soviet Union team, considered to be the best international hockey team in the world,

4–3.

“Those in attendance remember

the incredible number of American flags that

were in the crowd that

day, not small flags that fit comfortably in the hands

of small children, but

mammoth flags that

were usually found on 30-

foot flag polls. Americans

were overcome by patriotism.”11

Complacency and Overconfidence Start Small

IN BUSINESS – Letting up

"My greatest security is my

insecurity. I know that if I let

up, something or someone

could bring my businesses

down. Yesterday's triumphs do

not guarantee tomorrow's

business successes."7

THE TITANIC – Only small cracks“It was not a huge hole that started the Titanic sinking, but a series of splits in the steel plating that let in enough water

to overwhelm the ship. Titanic was doomed.” 8

1980 Olympic Hockey Game – Taking the opponent for granted“It has happened to myself a few shifts, you just don’t understand what’s wrong and you get run over... “ Soviet spectator 10

and will take us by surprise

All That to Say This . . .If it can happen to

• military leaders, or to • ship builders, to

• IBM, or to • the #1 hockey team in the world and

• the #1 goaltender,

we cannot be so complacent as to think that it cannot happen to us,

Please understand: This is in no way intended to reflect on our agency or its outstanding, dedicated staff. Its only intent is to provide a vehicle by which we may become increasingly aware of the always-pending dangers within the environment in which we work.

because that’s exactly when it will.

Escape by ComplacencyExample #1

Com

plac

ency

Tren

dNew York StateDepartment of Correctional Services

March 19, 2004The dedicated staff at Elmira last saw an escape in 1984. Its excellent record led to a mood of complacency, exhibited by staff over-familiarity with Vail, lax tool control, spotty inmate frisks and incomplete cell searches.

Count procedures and perimeter security requirements were not followed.

Failures in basic correctional practices, regarding supervision of inmates, alertness and observation, contributed to the inmates’ success in escaping the proverbial ‘security envelope’ – the cell.”

Three employees are being served with notices of discipline seeking their dismissal from state service. 12

Commissioner Glenn S. Goord today released his report into the July 7, 2003, escape by two inmates from the maximum-security Elmira Correctional Facility in Chemung County.

The report concludes that complacency on the part of employees -- from administrators to line staff, combined with the egregious behavior of three workers -- contributed to the first escape in 19 years from the prison that today houses 1,840 inmates.

In the report, Commissioner Goord said, “The escape of inmates Timothy Vail and Timothy Morgan was avoidable. It resulted from complacency manifested in a widespread breakdown in Departmental practices, long-time policies and security procedures. The inmates recognized and took advantage of these lapses.”

Commissioner Goord said, “There is little doubt that, had there been strict adherence to established policy, procedure and practices, the escape would have been thwarted.”

Commissioner:Staff complacency contributed to escape from Elmira prison

Escape by Complacency Example #2

Officers’ Complacency May Draw Prosecution

The Nov. 19, 2008 letter written by the Georgia Department of Corrections (DOC) Director of Facilities Operations Derrick D. Schofield was typed a month after two older men escaped from the high-security Hays State Prison in Pennville.

“In fact, if as a result of illegal actions or complacency of staff an inmate escapes from custody, those responsible can expect to be prosecuted,” Schofield’s letter states.

Immediately after the escapes, the warden was dismissed and two correctional officers were suspended, as prison officials struggled to discover how two older convicts climbed over three fences and eight strands of razor wire without notice. That was the time when Schofield penned his letter.

13

Expounding on his proposition, Schofield suggested that guards should serve an escape convict’s sentence if complacency was involved.

“If the inmate can’t do his or her time, then I suggest we allow those responsible for the escape to do the time for the inmate,” Schofield stated. “We can’t allow criminal or negligent behavior without severe consequences and it will always be my recommendation to the commissioner to seek out those individuals for prosecution.”

GeorgiaDepartment of Corrections

December 19, 2008

FYI: In Roman

times, guards

were put to

death if their

prisoners

escaped.

(No complacency

there!)

Complacency Leads to Poor Security Practices

Incomplete

cell searches

DOCUMENTED CAUSES FOR

ESCAPES:

Failure to check ID

cardsFailure to properly

perform str

ip

searches

Sleeping or exercising in

towers or on

perimeter posts

Poor tool and key controlFailure to make

security checks

Overlooking contraband and other material

“It is not meant to suggest that correctional officers do not do their jobs or do not understand their responsibilities.

Having been correctional officers, we know this is not the case.

The point is, however, that the complacency factor in this business exceeds that in others not characterized by a reliance on incident-driven systems that are called up infrequently.

Unfortunately, in our business, misunder-standings, complacency, or shortcuts in security can and do kill.”

14

A Correctional Officer Speaks Out

Complacency is a Dangerous Disease Caused by a Virus

Vi rus ⋅ [vahy-ruh s] –Noun, plural -rus es.⋅

Definition:• A harmful or corrupting agent;

• A corrupting influence on morals or the intellect; poison; something that poisons one's soul or mind

2

Note to

Self:

REMEMBER

: “It’s a

slow fade

from black

and white

to gray.”

It allows offenders to easily predict our actions and seize the initiative.

Why is it Dangerous?

Symptoms are not obvious as they might appear, but usually become obvious in hindsight.

The real danger comes from how easily and gradually

the disease can creep into our thinking.

On your worksheet, please: 8. List one way you think complacency or overconfidence can creep into our thinking.

WORKSHEET

Why is it a Disease?

It’s contagious

It follows an established pattern

A dangerous

one . . .

CONFIDENCE DESTROYED

T I M E P A S S E S

Confidence begins to

grow

Learns new routine with

an attitude of honesty and

degree of humility

Continues to build healthy self esteem

Is competent; develops a sense

of worth, and value to the team

SAFE

Task becomes the usual routine

Boredom and

disinterest set in

Becomes very comfortable and familiar

Starts to cut corners with no apparent

problems

Overestimates expertise and

underestimates offenders

ESCAPE

New Task for Employee X

Start Here

Becomes complacent, smug,

overconfident, borders on arrogant

The Dangerous PatternFEARLESS

“Familiarity breeds

contempt complacency”

How Do I Approach My Job?

I know I’ll never fall for offender games

SELF-CHECK

With a degree of humility and honesty

Sometimes I under or overestimate offenders

With boredom and disinterest

Maybe a little overconfident

Competent

As part of a team

SAFE

FEARLESS

With a teachable spirit

Watchful and alert

Whatever my task, I do my best

It’s a piece of cake

What Causes the Virus in the First Place?

• Overconfidence

• Taking risks

• Dismissing feedback

• Pride/Arrogance

• Feeling invincible

INTERNAL INFLUENCES

CHICKEN NOODLE SOUP

15

Mix broth, carrot, and celery in a saucepan. Season with pepper. Heat to a boil. Stir in noodles and chicken.

Cook over medium heat 10 minutes or until noodles are done.

3-1/2 C chicken broth 1 medium carrot, sliced1 stalk celery, sliced1/2 C uncooked egg noodles1 C cubed cooked chicken

Good for when you have a virus.

• Knowing all the answers

• Overestimating one’s own expertise and

• Underestimating the offender’s

• Developing an “It won’t happen to me” attitude

• Taking shortcuts in the absence of consequences

MORE INTERNAL INFLUENCES

• Over crowding

• Understaffed

• Budget cuts

• Poor communication

Optional “Take-it-Yourself” Stress Test

http://www.webmd.com/hw-popup/

life-change-stress-test

(when you have finished the online

test, hit your browser’s “Back” button

to return to this course)

EXTERNAL INFLUENCES• Long hours

• Low morale

• Job Stress

• Burnout

How is it Contagious?

Complacency spreads like a disease from one worker to another.

One employee sees a co-worker taking a shortcut and figures, "If they can do it, why can't I?"

If left unchecked, shortcuts and negative attitudes can spread quickly to epidemic proportions.16

Virus Carriers

Seven Well-known Virus Carriers:

•The Steamer (always

steaming about something)

16

•The Pessimist •The Uncommitted

•The Rumor Monger

•The “It’s Not-My-Job”-er •The Resister

•The Perfectionist

Q. What’s an immediate and effective way to deal

with virus carriers?

An ti dote ⋅ ⋅ [an-ti-doht] –Noun

Definition:• A medicine or other remedy for counteracting the effects of poison, disease, etc.

• Something that prevents or counteracts injurious or unwanted effects2

QUICK! Stop the Virus!

Way #1

A. Antidote

Antidotes Counteract the Virus

Reacting to a negative situation is instinctive.

It is natural, easy, and part of our defense system.

Reactions are determined by external circumstances.

An angry reaction or blaming others will make you susceptible to the virus, spreading it even faster.

REACTION

NOT GOOD

VA + R = OVirus Attack + Reaction = Negative Outcome

However, a thought-out acknowledgement or reply is behavior that comes from internal knowledge and is based on personal values and choices.

We need to train ourselves to find and use a positive response that will create the best possible outcome, thus helping to stop the virus.

RESPONSE

VA + R = O

Virus Attack + Response = Positive Outcome 16

Great Antidote!

On your worksheet, please: 9. Indicate how you would respond to a virus carrier (with humor, anger, reason, avoidance, etc.)

10. What do you feel would be the most effective and why?

WORKSHEET

THIS VIRUS STOPS WITH ME!

WHILE THINKING

Antidote Action PlanInstead of focusing on a situation over which we have no control, focus on a positive response to a virus carrier,

QUICK! STOP THE VIRUS

Way #2

Vaccine

Q. What’s the best way to PREVENT the virus in the

first place?

vac cine⋅ [vak-seen] –Noun

Definition Any preparation used as a preventive inoculation to confer immunity against a specific disease.

2

A.

Recognizing SymptomsBefore we can inoculate for complacency,

we need to look for symptoms:

“The symptoms of the disease, building one on the other, can develop into a full-blown, possibly fatal situation.” 5

Under or overestimating offenders

Unrealistic expectations

Attitude of overconfidence/arrogance/invincibility

Recent successes in taking shortcuts

Comfortable/familiar with routines and tasks

(REMEMBER - symptoms are not often apparent)

Acknowledge any

underlying factors.

Guide To Vaccination

Know the disease.

Arm yourself with a thorough awareness and recognize that there is a complacency problem.

Acknowledge any

underlying factors.

Understand its

root causes.

Vaccine

Administering the Vaccine Action Plan

Recognize attitude problems:

Replace negative, ineffective reactions with adaptable, positive responses16

Clarify any issues that might lead to complacency

Address situations that cause stress

Curb unrealistic expectations

Take responsibility/ownership

a.) this requires an honest self-evaluation - or -

b.) caring enough to confront a team member

“Give total attention to detail, even though the inspections are routine and have been performed a thousand times before. Failure to properly inspect and test all systems could result in catastrophic failure and death.” 4

Practice the opposite of complacency:

Inject coworkers and team members with a good attitude (which is also contagious)

Alert others to the debilitating effects of the disease

Instill an airline pilot’s mindset:

Discontent Concern

Dissatisfied

Dosage and InstructionsTake at the first sign of feeling comfortable and safe. This symptom is a big threat to your well-being and you are drifting into a complacent mode.

WHEN:

Administer full dose of realization immediately. Understanding this disease and its symptoms will yield increased vigilance, making you less likely to succumb to the disease's effects.

AMOUNT:

Do Not OverdoseOverdosing may result in the opposite extreme:

Over cautiousness

WARNING:

Guard Your Safety

We cannot afford to let complacency take root in our business.

Use opportunities to get the message across that complacency is dangerous — as dangerous as any machine, chemical, or other hazard.

Let’s continue to create a safe and secure work environment with an emphasis on identifying, alerting, planning, problem solving, and prevention.

Antidote

Vaccine

Symptoms

Disease

Virus.

Complacency

Dangerousis a

caused by a

Its

are usually more evident in

hindsight.

counteracts.

prevents.

An

The

Self satisfaction

Better

teamwork

Promotability

Accomplished

goals

Happy

supervisor

Positive Outcomes

Self-respect

Great

mentor

The Gold Thread

A multitude of remarkable and diverse threads are woven together to create the

Department of Corrections fabric.

The strength of the warp (lengthwise threads) is in its mission, vision, and values.

The weft (crosswise threads) represent all our staff.

But within that weave, is a very special gold thread. . .

You are appreciated and valued. You have a great opportunity to be a change

agent in this business of ours.

Keep vigilant. Stay alert.

THAT’S YOU!

End Notes 1. Carl Allen Schoner, 24/7 Press Release, Sept.29,2007 2. Definitions - Dictionary.Com3. Pilot Psychology Lecture: http://www.youtube.com and then type in “Pilot Psychology Lecture”4. David Folk, Occupational Health and Safety Magazine, 1105 Media Inc., Chatsworth, CA - The Workplace

Complacency Trend in Accident Prevention, Jan. 1, 20075. “Avoiding Complacency on the Job,” Safety.BLR.com, October 17, 2005

http://safety.blr.com/training.aspx?id=1000456. Kids Health - http://kidshealth.org/parent/general/body/fact_myth_immunizations.html7. Edward de Bono & Robert Heller, Complacency in Business: How smugness and complacency in business

can lead to financial crises, Thinking Managers, July 7, 2006 http://www.thinkingmanagers.com/management/business-complacency.php

8. Titanic - http://www.historyonthenet.com/Titanic/lifeboats.htm9. Timothy Karcher, The Victory Disease, US Army Professional Writing Collection: July-August 200310. Miracle on Ice - http://en.wikipedia.org/wiki/Miracle on Ice11. Kevin Allen, College kids perform Olympic miracle, ESPN Classic Reprint, 1997

http://espn.go.com/classic/s/miracle_ice_1980.html 12. NY State DCS, Office of Public Information, Commissioner: Staff complacency contributed to escape

from Elmira prison, March 19, 2004, http://www.docs.state.ny.us/PressRel/ElmiraEscape1.html; 13. Jason Espy, Officers’ Complacency May Draw Prosecution, The Summerville News, December 19, 2008

http://thesummervillenews.com/index.php?option=com_content&task=view&id=1667&Itemid=214. Stan Czerniak, Continuous Improvement in Prison Security, Corrections Today, October 200115. Campbell's Favorite Recipes http://www.campbellkitchen.com16. Suzanne Turner, Team Leaders In-service 2000,The Attitude Virus: Curing Negativity in the Workplace,

Training Academy Lesson Plan