Closed-loop communication


Closed-loop communication is a communication technique used to avoid misunderstandings.
When the sender gives a message, the receiver repeats this back. The sender then confirms the message, commonly using the word "yes". When the receiver incorrectly repeats the message back, the sender will say "negative" and then repeat the correct message. If the sender, the person giving the message, does not get a reply back, he 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 their shoulder, etc.
Informally, at least in engineering organizations, closing the loop means establishing an informal communication channel with another individual or organization. The expression "going open loop" is used to express the idea that someone has lost discipline, acting out of control.

Procedure

Steps

Closed-loop communication is a form of communication that revolves around a three-step process. The steps are listed below:
  1. Sending a message
  2. Receiving the message
  3. Verifying the message
One way to conceptualize closed-loop communication is to picture a circle. If the circle is left open, then anything can get in. In the case of verbal communication, there may be misinformation, distractions, etc. However, when the circle is completely closed, there is much less of a chance for anything to get in and leaves fewer chances for a mistake. The process of participating in this form of communication is called "closing the loop."

Three Parts

Closed-loop communication can involve three parts/steps, which are as follows:
Call-out
  • Informs the entire group
  • Aids in decision-making
  • Creates direct responsibility for the carrying out of the task
Check-back
  • Conforms to the shared information being understood by all involved parties
Teach-back
  • An individual is asked to reiterate, in their own words, the information that has been shared with them
  • Ensures understanding
Specifically, the teach-back method has been used in medical situations with patients, families, medical staff, and caregivers. The results are as follows:
  1. An exchange of information and responsibility
  2. Verbal communication
  3. Eliminates the room for misunderstanding
  4. Creates space for clarification
  5. Information gets acknowledged by the receiving end of the information

Military Origins

The origins of this form of communication come from military radio transmissions. Originally, this was referred to as the two-way radio communication protocol. The goal was to effectively and safely share critical information with little margin for error. This was especially important when those transmitting and receiving the messages were separated by distance and not communicating face-to-face. Examples of this would be the usage of the following phrases:
  1. Roger That
  2. Wilco
  3. Out
Using these phrases ensures that not only was the message transmitted, but also that it was understood. They are a good example of "closing the loop" when communicating because it leaves minimal room for miscommunication to occur.

Applications

Aviation

Similar to the military, the Aviation profession also uses closed-loop communication. In this field, closed-loop communication is known as Crew Resource Management. Adopting this form of communication has minimized loss of separation, safety has improved, and fewer errors have occurred. Some goals of Crew Resource Management are:
  1. Decreased number of errors
  2. Greater efficiency
  3. Less stress and stress-inducing scenarios
  4. Increased Safety
As more research was done on the cause of flight accidents, it was discovered that most of them occurred due to insufficient communication as opposed to technical failures, lack of knowledge, or pilot error. From this Crew Resource Management, a take on Closed-Loop Communication was created in hopes of decreasing accidents that become possibly fatal and overall detrimental. It improved the following:
  1. Interpersonal communication
  2. Improved problem-solving skills
  3. Teamwork
  4. Solution centeredness
  5. Enhanced decision making
  6. Situational awareness

Healthcare

Closed-loop communication isn't just beneficial when it comes to the military or aviation. This form of communication has also been shown to be useful in many other disciplines. Often, closed-loop communication is used in medical settings, such as a hospital or a doctor's office. Doctors, nurses, and other personnel are encouraged to use closed-loop communication with their colleagues, patients, and patients' families. When used correctly, this process will leave no gaps or space for misunderstandings. However, the consequences can be extensive if the communication loop is left open, especially in medical scenarios. Examples are listed below:
  1. Patients could be given incorrect doses
  2. Misunderstanding of the instructions of their medical care
  3. Left not processing what they were just told
It is critical to use closed-loop communication in health care because up to 30% of lawsuits regarding incapacitated or dead patients that are successful are due to miscommunication, according to Control Risk Insurance Company. The benefits are numerous and listed below:
  1. Closed-loop communication eliminates vagueness in discussions surrounding instructions and new information
  2. Creates a space where questions are welcomed
  3. Allows clarification and verification of information to occur
Overall, closing the loop in a healthcare setting has been shown to reduce the rates of error when receiving and providing care.

Other usages

Outside of the medical field, the practice of closed-loop communication is still effectively used and has many benefits. Professional environments are spaces where closed-loop communication is frequently in use, requiring follow-up, feedback, and clarification. Within businesses, closed-loop communication creates an improvement in coworkers' interpersonal communication, effectiveness, and accuracy of work done, and team bonding.