Good Listening - II
Hold your temper
Try not to criticize
Stop, look and listen
Be patient. Remember that the person may not be used to answering questions (particularly if it is a shop-floor operator) and may need time to frame the answers. Do not rush the operator for an answer.
Hold your temper. Do not get cross, whatever the provocation. You need to remain calm at all times in order to get all the information that is available. It could happen that the company personnel want to argue issues - do not loose your temper.
Try not to say things that can be taken as a personal criticism by the person you are talking to. Make sure you address the issue (what went wrong) and not blame or appear to blame the person.
Keep on asking relevant questions. If the first answer does not give you all the information you need, then ask supplementary ones.
It is important to realise, that you have to stop, look and listen. It is important to be observant- take time to look around. If you just ask questions from area to area, and try to move through the manufacturing areas, you will not see how operators work, how they perform in process controls, or handle materials and products. This is critical in assessing compliance with GMP.