Teach not only what, but especially why

Her current position combines several different roles. Hana prepares training for new employees, establishes operational procedures, analyzes operational experience, and regularly goes out onto the trains herself to see how the established processes work in practice.

But what she enjoys most is the training itself. “When someone comes in off the street, all they know is that a train runs on tracks. My job is to show them the bigger picture and explain why we do things the way we do,” she says. In her view, it’s not enough to simply teach employees individual tasks. It’s important for them to understand the purpose behind them. “When they understand the principles, they don’t have to memorize everything. Suddenly, they know why a certain procedure exists and how the individual activities are connected.”

She considers simplicity to be the key. In her view, processes should be understandable and practical so that they help employees rather than complicate their work. She views every emergency or operational complication as an opportunity for improvement. Most emergencies, however, arise from circumstances beyond the carrier’s control—such as a fallen tree or a power outage. “But when we identify the cause and evaluate how we responded to the situation, we can adjust our procedures to best prevent similar situations in the future or minimize their impact. That’s what safety is all about—constantly learning and moving forward.”