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</a>
</li>
<li cp-key="lang-picker-menu-item">
<lang-picker>
<label
cp-key="lang-picker-btn"
cp-set="menu-btn"
>
<input
type="checkbox"
data-track-event="nav-clicked-v4"
data-track-props="nav_lang_picker"
>
</label>
<lang-picker-options
class="z-modal round shadow-md px-4 py-2"
>
<menu><li>
<a
href="/"
data-track-event="nav-clicked-v4"
data-track-props="nav_lang_picker_english"
data-target="0"
class="block p-2 text-black hover:text-green"
>
English
</a>
</li>
<li>
<a
href="/de/"
data-track-event="nav-clicked-v4"
data-track-props="nav_lang_picker_deutsch"
data-target="1"
class="block p-2 text-black hover:text-green"
>
Deutsch
</a>
</li>
<li>
<a
href="/fr/"
data-track-event="nav-clicked-v4"
data-track-props="nav_lang_picker_francais"
data-target="2"
class="block p-2 text-black hover:text-green"
>
Français
</a>
</li>
<li>
<a
href="https://www.pagerduty.co.jp/"
target="_blank" data-track-event="nav-clicked-v4"
data-track-props="nav_lang_picker_japanese"
data-target="3"
class="block p-2 text-black hover:text-green"
>
日本語
</a>
</li>
</menu>
</lang-picker-options>
</lang-picker>
</li>
<li cp-key="contact-menu-item">
<a
href="/contact-us/"
data-track-event="nav-clicked-v4"
data-track-props="nav_contact-us"
cp-key="contact-btn"
cp-set="menu-btn"
>
Contact Us
</a>
</li>
</menu>
</li>
<li cp-key="login-menu-item">
<a
href="https://app.pagerduty.com/"
data-track-event="nav-clicked-v4"
data-track-props="nav_log-in"
cp-key="login-btn"
cp-set="menu-btn"
>
Log In
</a>
</li>
<li cp-key="trial-menu-item">
<a
href="/sign-up/"
data-track-event="nav-clicked-v4"
data-track-props="nav_get-started"
cp-key="trial-btn"
cp-set="btn-primary menu-btn"
>
Start for Free
</a>
</li>
<li cp-key="mobile-menu-item">
<label
cp-key="mobile-btn"
cp-set="menu-btn"
>
<input type="checkbox" class="sr-only">
<svg
viewbox="0 0 24 24"
width="24"
height="24"
fill="none"
stroke="currentColor"
stroke-width="3"
>
<title>Mobile menu icon</title>
<path icon-closed d="M22 18H2m20-6H2M22 6H2" vector-effect="non-scaling-stroke"></path>
<path icon-opened d="m7 17L17 7m0 10L7 7" vector-effect="non-scaling-stroke"></path>
</svg>
</label>
</li>
</menu>
<nav-dropdowns
id="nav-dropdowns"
role="group"
aria-label="Dropdowns"
>
<noscript>
<label id="dropdown-visibility-close-btn"
class="container mx-auto px-4 pt-2 -mb-2 text-green hover:text-green-dark cursor-pointer flex">
<svg viewbox="0 0 24 24" width="24" height="24" class="block ml-auto">
<circle cx="12" cy="12" r="12" fill="currentColor"></circle>
<path d="m7 17L17 7m0 10L7 7" fill="none" stroke="white" stroke-width="2"></path>
</svg>
<input type="radio" name="dropdown-visibility" class="sr-only">
</label>
</noscript> <nav-dropdown id="dropdown-products" role="group" aria-label="Products">
<label cp-set="btn-primary subtab-visibility products-products">
<input
id="target-products-products"
type="radio"
name="dropdown-subtab-visibility"
checked data-track-event="nav-clicked-v4"
>
Products
</label> <toggle-details id="products-products">
<label>
<h2>Products</h2>
<input type="checkbox">
</label>
<details-content>
<article top-bar="products">
<a
href="/platform/operations-cloud/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_ops-cloud"
cp-set="link leaf-link" > <h3>PagerDuty Operations Cloud</h3>
<p>The platform for mission-critical work in the modern enterprise.</p></a>
</article>
<article sub-tab="products"> <a
href="/platform/incident-management/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_products_incident-management"
cp-set="link leaf-link" > <h3>Incident Management</h3>
<p>End-to-end orchestration for rapid issue resolution.</p></a>
<a
href="/ai/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_products_ai_at_pagerduty"
cp-set="link leaf-link" > <h3>AI at PagerDuty</h3>
<p>Revolutionize operations at the speed of AI.</p></a>
<a
href="/platform/automation/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_products_process-automation"
cp-set="link leaf-link" > <h3>Automation</h3>
<p>Accelerate critical work across the enterprise.</p></a>
<a
href="/platform/ai-agents/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_products_ai_agents"
cp-set="link leaf-link" > <h3>AI Agents</h3>
<p>Redefine operations with AI Agents that ignite growth.</p></a>
<a
href="/platform/business-ops/status-pages/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_products_status-pages"
cp-set="link leaf-link" > <h3>Status Pages</h3>
<p>A single source of truth for system status.</p></a>
<a
href="/platform/generative-ai/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_products_advance"
cp-set="link leaf-link" > <h3>PagerDuty Advance</h3>
<p>Generative AI for critical operations work.</p></a>
<a
href="/platform/business-ops/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_products_csops"
cp-set="link leaf-link" > <h3>Customer Service Ops</h3>
<p>Bridge support and engineering teams.</p></a>
<a
href="/platform/aiops/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_products_aiops"
cp-set="link leaf-link" > <h3>AIOps</h3>
<p>Reduce alert noise and accelerate triage.</p></a>
</article>
<article side-panel="products"> <a
href="/drops/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_feature-product-drops"
> <nav-card cp-set="card img-card">
<card-header>
<img
src="https://cdn.pagerduty.com/cdn-cgi/image/w=400,f=auto/images/home-pillar-bg.png"
alt="Learn more about new Generally Available and Early Access features"
width=""
height="334"
loading="lazy"
>
</card-header>
<card-body>
<h2>Monthly Product Drops</h2>
<p>Learn more about new Generally Available and Early Access features</p>
</card-body>
<card-footer>
➔
</card-footer>
</nav-card>
</a> <nav-card cp-set="card cta-card">
<card-header>
Work how you want with PagerDuty.
</card-header>
<card-body>
</card-body>
<card-footer>
<a
href="/integrations/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_bottom-bar_integrations"
cp-set="link btn-primary" >Explore our 750+ integrations</a>
</card-footer>
</nav-card>
</article>
</details-content>
</toggle-details>
<label cp-set="btn-primary subtab-visibility products-platform">
<input
id="target-products-platform"
type="radio"
name="dropdown-subtab-visibility"
data-track-event="nav-clicked-v4"
>
Platform
</label> <toggle-details id="products-platform">
<label>
<h2>Platform</h2>
<input type="checkbox">
</label>
<details-content>
<article top-bar="products">
<a
href="/platform/operations-cloud/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_ops-cloud"
cp-set="link leaf-link" > <h3>PagerDuty Operations Cloud</h3>
<p>The platform for mission-critical work in the modern enterprise.</p></a>
</article>
<article sub-tab="products"> <a
href="https://developer.pagerduty.com/"
target="_blank" data-track-event="nav-clicked-v4"
data-track-props="nav_products_platform_developer-platform"
cp-set="link leaf-link" > <h3>Developer Platform</h3>
<p>Customize your PagerDuty experience.</p></a>
<a
href="/services/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_platform_prof-services"
cp-set="link leaf-link" > <h3>Professional Services</h3>
<p>Get more value from PagerDuty.</p></a>
<a
href="/security/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_platform_security"
cp-set="link leaf-link" > <h3>Security</h3>
<p>View our trust and compliance practices.</p></a>
<a
href="/enterprise/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_platform_enterprise-class"
cp-set="link leaf-link" > <h3>Enterprise Class</h3>
<p>Secure, reliable, extensible, and scalable.</p></a>
<a
href="/integrations/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_platform_integrations"
cp-set="link leaf-link" > <h3>Integrations</h3>
<p>Work how you want with PagerDuty.</p></a>
</article>
<article side-panel="products"> <a
href="/drops/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_feature-product-drops"
> <nav-card cp-set="card img-card">
<card-header>
<img
src="https://cdn.pagerduty.com/cdn-cgi/image/w=400,f=auto/images/home-pillar-bg.png"
alt="Learn more about new Generally Available and Early Access features"
width=""
height="334"
loading="lazy"
>
</card-header>
<card-body>
<h2>Monthly Product Drops</h2>
<p>Learn more about new Generally Available and Early Access features</p>
</card-body>
<card-footer>
➔
</card-footer>
</nav-card>
</a> <nav-card cp-set="card cta-card">
<card-header>
See how PagerDuty works for you.
</card-header>
<card-body>
</card-body>
<card-footer>
<a
href="/request-a-demo/"
data-track-event="nav-clicked-v4"
data-track-props="nav_products_bottom-bar_request_demo"
cp-set="link btn-primary" >Request a demo</a>
</card-footer>
</nav-card>
</article>
</details-content>
</toggle-details>
</nav-dropdown>
<nav-dropdown id="dropdown-solutions" role="group" aria-label="Solutions">
<toggle-details>
<label>
<h2>Solutions</h2>
<input type="checkbox">
</label>
<details-content>
<article dropdown-column="nav_solutions_solutions">
<toggle-details>
<label>
<h3>Solutions</h3>
<input type="checkbox">
</label>
<details-content>
<a
href="/solutions/incident-management-transformation"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_solutions_incident_management_transformation"
cp-set="link leaf-link" >Incident Management Transformation</a><a
href="/solutions/operations-center-modernization/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_solutions_operations_center_modernization"
cp-set="link leaf-link" >Operations Center Modernization</a><a
href="/solutions/automation-coe/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_solutions_automation_coe"
cp-set="link leaf-link" >Automation Standardization</a><a
href="/solutions/cx-operations/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_solutions_cx_experience"
cp-set="link leaf-link" >Customer Experience Operations</a><a
href="/solutions/digital-resilience/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_digital_resilience"
cp-set="link leaf-link" >Digital Operations Resiliency</a><a
href="/solutions/scaled-service-ownership/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_solutions_scaled_service_ownership"
cp-set="link leaf-link" >Scaled Service Ownership</a><a
href="/solutions/remote-location-operations-automation/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_solutions_remote_location_operations_automation"
cp-set="link leaf-link" >Remote-Location Operations</a>
</details-content>
</toggle-details>
</article>
<article dropdown-column="nav_solutions_use_cases">
<toggle-details>
<label>
<h3>Use Cases</h3>
<input type="checkbox">
</label>
<details-content>
<a
href="/use-cases/security-incident-management/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_use_cases_security-incident-management"
cp-set="link leaf-link" >Security Incident Management</a><a
href="/use-cases/llmops/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_use_cases_llmops"
cp-set="link leaf-link" >LLMOps</a><a
href="/use-cases/dataops/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_use_cases_dataops"
cp-set="link leaf-link" >DataOps</a><a
href="/use-cases/finops/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_use_cases_finops"
cp-set="link leaf-link" >FinOps</a><a
href="/use-cases/complianceops/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_use_cases_complianceops"
cp-set="link leaf-link" >ComplianceOps</a><a
href="/use-cases/crisisops/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_use_cases_crisisops"
cp-set="link leaf-link" >CrisisOps</a><a
href="/use-cases/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_see_all_use_cases"
cp-set="link leaf-link" >See All Use Cases</a>
</details-content>
</toggle-details>
</article>
<article dropdown-column="nav_solutions_industries">
<toggle-details>
<label>
<h3>Industries</h3>
<input type="checkbox">
</label>
<details-content>
<a
href="/industries/financial-services/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_industry_financial-services"
cp-set="link leaf-link" >Financial Services</a><a
href="/industries/healthcare/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_industry_healthcare"
cp-set="link leaf-link" >Healthcare</a><a
href="/industries/nonprofit/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_industry_non-profit"
cp-set="link leaf-link" >Non Profit</a><a
href="/industries/government/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_industry_government"
cp-set="link leaf-link" >Government</a><a
href="/industries/education/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_industry_education"
cp-set="link leaf-link" >Education</a><a
href="/industries/retail/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_industry_retail"
cp-set="link leaf-link" >Retail</a><a
href="/industries/ai-infrastructure/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_industry_ai-infrastructure"
cp-set="link leaf-link" >AI Infrastructure</a>
</details-content>
</toggle-details>
</article>
<article side-panel=""> <a
href="/in-perspective/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_feature-highlight_fox"
> <nav-card cp-set="card img-card">
<card-header>
<img
src="https://cdn.pagerduty.com/wp-content/uploads/2024/01/nav-fox-corporation.png"
alt="FOX Customer Story"
width=""
height="196"
loading="lazy"
>
</card-header>
<card-body>
<h2>Operational Integrity at FOX</h2>
<p>Learn how strategic technology investments powered FOX&#039;s digital and operational transformation.</p>
</card-body>
<card-footer>
➔
</card-footer>
</nav-card>
</a> <nav-card cp-set="card cta-card">
<card-header>
Work how you want with PagerDuty.
</card-header>
<card-body>
</card-body>
<card-footer>
<a
href="/integrations/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_bottom-bar_integrations"
cp-set="link btn-primary" >Explore our 750+ integrations</a>
</card-footer>
</nav-card>
</article>
</details-content>
</toggle-details>
</nav-dropdown>
<nav-dropdown id="dropdown-pricing" role="group" aria-label="Pricing">
<a
href="/pricing/incident-management/"
data-track-event="nav-clicked-v4"
data-track-props="nav_pricing"
>Pricing</a>
</nav-dropdown>
<nav-dropdown id="dropdown-company" role="group" aria-label="Company">
<toggle-details>
<label>
<h2>Company</h2>
<input type="checkbox">
</label>
<details-content>
<article dropdown-column="nav_company_who-we-are">
<toggle-details>
<label>
<h3>Who We Are</h3>
<input type="checkbox">
</label>
<details-content>
<a
href="/in-perspective/"
data-track-event="nav-clicked-v4"
data-track-props="nav_company_who-we-are_in-perspective"
cp-set="link leaf-link" >Thought Leadership</a><a
href="/company/awards/"
data-track-event="nav-clicked-v4"
data-track-props="nav_company_who-we-are_awards"
cp-set="link leaf-link" >Awards</a><a
href="https://careers.pagerduty.com/home"
target="_blank" data-track-event="nav-clicked-v4"
data-track-props="nav_company_who-we-are_careers"
cp-set="link leaf-link" >Careers</a><a
href="https://investor.pagerduty.com/overview/default.aspx"
target="_blank" data-track-event="nav-clicked-v4"
data-track-props="nav_company_who-we-are_investor-relations"
cp-set="link leaf-link" >Investor Relations</a><a
href="/leadership/"
data-track-event="nav-clicked-v4"
data-track-props="nav_company_who-we-are_leadership"
cp-set="link leaf-link" >Leadership</a><a
href="/newsroom/"
data-track-event="nav-clicked-v4"
data-track-props="nav_company_who-we-are_newsroom"
cp-set="link leaf-link" >Newsroom</a>
</details-content>
</toggle-details>
</article>
<article sub-tab="nav_company"> <a
href="/company/"
data-track-event="nav-clicked-v4"
data-track-props="nav_company_about-us"
cp-set="link leaf-link" > <h2>About us</h2>
<p>We&#039;re empowering teams with the time and efficiency to build the future.</p>
</a> <a
href="/impact-hub/"
data-track-event="nav-clicked-v4"
data-track-props="nav_company_impact"
cp-set="link leaf-link" > <h2>Our Impact</h2>
<p>See how we are building resilience and accelerating change.</p>
</a></article>
<article side-panel="nav_company"> <a
href="/assets/fy26-pagerduty-impact-report.pdf"
data-track-event="nav-clicked-v4"
data-track-props="nav_company_feature-highlight_fy26-impact-report"
> <nav-card cp-set="card img-card">
<card-header>
<img
src="https://cdn.pagerduty.com/cdn-cgi/image/f=auto,fit=scale-down,w=1080,dpr=2/wp-content/uploads/2026/06/Watch-Duty-PeteLongworth-Healdsburg-Firehouse-161-scaled.webp"
alt="FY26 Impact Report"
width=""
height="220"
loading="lazy"
>
</card-header>
<card-body>
<h2>FY26 Impact Report</h2>
<p>Learn about our efforts around global employee engagement, sustainability, and more.</p>
</card-body>
<card-footer>
➔
</card-footer>
</nav-card>
</a>
</article>
</details-content>
</toggle-details>
</nav-dropdown>
<nav-dropdown id="dropdown-resources" role="group" aria-label="Resources">
<toggle-details>
<label>
<h2>Resources</h2>
<input type="checkbox">
</label>
<details-content>
<article dropdown-column="nav_resources_resources">
<toggle-details>
<label>
<h3>Resources</h3>
<input type="checkbox">
</label>
<details-content>
<a
href="/resources/"
data-track-event="nav-clicked-v4"
data-track-props="nav_resources_resources_library"
cp-set="link leaf-link" >Library</a><a
href="/blog/"
data-track-event="nav-clicked-v4"
data-track-props="nav_resources_resources_blog"
cp-set="link leaf-link" >Blog</a><a
href="/demo/"
data-track-event="nav-clicked-v4"
data-track-props="nav_resources_resources_demo"
cp-set="link leaf-link" >Demos</a><a
href="/resources/?type=webinar"
data-track-event="nav-clicked-v4"
data-track-props="nav_resources_resources_webinars"
cp-set="link leaf-link" >Webinars</a><a
href="/events/"
data-track-event="nav-clicked-v4"
data-track-props="nav_resources_resources_events"
cp-set="link leaf-link" >Events</a><a
href="/resources/?type=ebook"
data-track-event="nav-clicked-v4"
data-track-props="nav_resources_resources_ebooks"
cp-set="link leaf-link" >Ebooks</a>
</details-content>
</toggle-details>
</article>
<article dropdown-column="nav_solutions_customers">
<toggle-details>
<label>
<h3>Customer Stories</h3>
<input type="checkbox">
</label>
<details-content>
<a
href="/customer/tui/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_customer_tui"
cp-set="link leaf-link" >TUI</a><a
href="/customer/zoom-video-communications/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_customer_zoom"
cp-set="link leaf-link" >Zoom</a><a
href="/customer/spotify-backstage/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_customer_spotify"
cp-set="link leaf-link" >Spotify</a><a
href="/customer/draftkings/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_customer_draftkings"
cp-set="link leaf-link" >DraftKings</a><a
href="/customer/australian-bank/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_customer_australian-bank"
cp-set="link leaf-link" >Australian Bank</a><a
href="/customer/vodafone/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_customer_vodafone"
cp-set="link leaf-link" >Vodafone</a><a
href="/customer/fox/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_customer_fox"
cp-set="link leaf-link" >Fox Corporation</a><a
href="/customers/"
data-track-event="nav-clicked-v4"
data-track-props="nav_solutions_customer_all-customers"
cp-set="link leaf-link" >See All Customers</a>
</details-content>
</toggle-details>
</article>
<article dropdown-column="nav_resources_learning">
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<h1 class="text-xl sm:text-3xl text-pretty">The role of psychological safety in incident response</h1>
<div class="flex flex-col gap-gut/2">
<span>by <a href="https://www.pagerduty.com/blog/author/mwalls/">Mandi Walls</a></span>
<span class="text-sm">
April 15, 2024
<span class="font-normal">|</span> 5 min read
</span>
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<div class="max-w-[75ch] break-words">
<p><span style="font-weight: 400;">Incidents impacting your customer and user-facing services can be stressful, both for the responders on your team who are working on a resolution, and for the other stakeholders in your business. For teams to solve incidents quickly and effectively, responders need to be able to trust each other and stakeholders have to trust the responders. This level of trust is hard to cultivate if your organization doesn’t have a significant amount of </span>psychological safety<span style="font-weight: 400;">. </span></p>
<p><strong>What is psychological safety</strong></p>
<p><span style="font-weight: 400;">The term psychological safety was coined in the 1950s by psychologist Carl Rogers. It’s been applied in various ways to different types of environments and organizations, including manufacturing, power generation, and aerospace. The direct impact of psychological safety on technology teams has been published and popularized by Harvard professor Amy Edmondson, author of </span><i><span style="font-weight: 400;">Right Kind of Wrong: The Science of Failing Well</span></i><span style="font-weight: 400;"> and other books about organizational learning.</span></p>
<p><span style="font-weight: 400;">If you’ve heard of psychological safety, it’s likely you’ve encountered Dr. Edmondson’s definition:</span></p>
<blockquote><p><i><span style="font-weight: 400;">A belief that one will not be punished or humiliated for speaking up with ideas, questions, concerns, or mistakes, and that the team is safe for interpersonal risk-taking.</span></i></p></blockquote>
<p><span style="font-weight: 400;">Folks who have worked in organizations with low psychological safety will recognize what this can mean: punishment for asking too many questions; firing for making mistakes. These negative outcomes derail or prevent the kind of organizational learning we want from incidents, and can hamper incident response itself.</span></p>
<p><strong>How psychological safety contributes to incident response</strong></p>
<p><span style="font-weight: 400;">Looking at the definition of psychological safety specifically as it relates to incident response hopefully brings some things to mind. The main one you may already be fearing is being fired from your job for “causing” or contributing to an incident. The fear of losing a job has caused a lot of issues in various industries, and has led to some psychological safety <a href="https://www.safetystratus.com/blog/why-all-the-fuss-about-psychological-safety/">horror stories</a>.</span></p>
<p><span style="font-weight: 400;">If you are included as a responder, <a href="https://response.pagerduty.com/training/incident_commander/">incident commander</a>, or other participant in an incident, you want to be able to share ideas and speak freely about the current state of the environment. Responders who aren’t able, or are too fearful to speak up during an incident call can’t help. Their knowledge is sequestered away from the responders, and it might be needed.</span></p>
<p><span style="font-weight: 400;">Similarly with asking questions &#8211; in most environments, but especially in modern, distributed environments, responders need to be able to ask questions without judgment and ridicule. It’s common for folks to not know exactly how deep the dependent systems go, how they are used, or which of the many databases or other resources are acting up. Asking questions during an incident call is crucial so everyone on the call knows the impacts and ramifications of what is going on. </span></p>
<p><span style="font-weight: 400;">We also want everyone to be comfortable expressing their concerns. One of the practices we recommend for incident commanders is to gain consensus about any actions taken during an incident that might change the state of the system. We ask “a</span><i><span style="font-weight: 400;">re there any strong objections?</span></i><span style="font-weight: 400;">” and we expect anyone on the call who </span><em>does</em><span style="font-weight: 400;"> have objections or concerns to speak up. </span></p>
<p><span style="font-weight: 400;">We also want to incorporate psychological safety into the entire incident process, including the post-incident review. You may already be familiar with the concept of <a href="https://postmortems.pagerduty.com/culture/blameless/">blamelessness</a></span><span style="font-weight: 400;">. We want to approach the post-incident review with an open mind and by first acknowledging that complex systems are hard to reason about. Mistakes can be made! What’s more, the transient nature of modern systems means that an action that worked fine last month might have actually been a contributing cause to an incident this month. </span></p>
<p><strong>How to build a more safe team</strong></p>
<p><span style="font-weight: 400;">What can or should you do if you feel like your team or organization isn’t as psychologically safe as it needs to be to respond to incidents effectively? There are some practices that can help, even as an individual contributor.</span></p>
<ul>
<li><b>Encourage open communication and question asking</b><span style="font-weight: 400;">. Engage with your team, your peers, and others in the organization. Make sure </span><em>you</em><span style="font-weight: 400;"> are asking questions when you need to &#8211; be an example.</span></li>
<li><b>Foster a learning environment and mindset</b><span style="font-weight: 400;">. Set aside blame when things go wrong. Ask how the system can be improved to better support the humans that work on it. Acknowledge your own mistakes and talk through them with your team.</span></li>
<li aria-level="1"><b>Be curious and experiment</b><span style="font-weight: 400;">. Find the methods and practices that work for your organizational culture. Stretch your mindset and try new things if what you have isn’t serving you well. </span></li>
</ul>
<p><span style="font-weight: 400;">All of these things will benefit your team in your day-to-day work, not just during incidents. It can take time to build the foundations you’ll need. Additionally, a major incident in a distributed environment might require involvement from more than one functional team to get to a resolution. Your entire organization should be working towards more psychological safety to produce better outcomes during incidents.</span></p>
<p><strong>Resources</strong></p>
<p><span style="font-weight: 400;">If this all sounds challenging, don’t worry! You are not alone! Here are some excellent resources to help you cultivate more psychological safety and improve your team’s incident response effectiveness:</span></p>
<ul>
<li><em><span style="font-weight: 400;">What is Psychological Safety and How Does it Drive Team Performance?</span></em><span style="font-weight: 400;"> by Jeffrey Fermin </span><a href="https://www.allvoices.co/blog/what-is-psychological-safety"><span style="font-weight: 400;">https://www.allvoices.co/blog/what-is-psychological-safety</span></a></li>
<li><em><span style="font-weight: 400;">Workers Who Feel Psychologically Safe Less Likely to be Injured at Work</span></em><span style="font-weight: 400;"> published by the National Safety Council (USA) <a href="https://www.nsc.org/workplace/safety-topics/psychological-safety-correlates-to-physical-safety">https://www.nsc.org/workplace/safety-topics/psychological-safety-correlates-to-physical-safety</a></span></li>
<li><span style="font-weight: 400;">Articles, training, and more at Tom Geraghty’s  </span><a href="https://psychsafety.co.uk/"><span style="font-weight: 400;">https://psychsafety.co.uk/</span></a><span style="font-weight: 400;">. We also had Tom on our podcast </span><a href="https://www.pageittothelimit.com/psy-safety-with-tom-geraghty/"><span style="font-weight: 400;">https://www.pageittothelimit.com/psy-safety-with-tom-geraghty/</span></a></li>
<li><span style="font-weight: 400;">Amy C. Edmondson’s site at </span><a href="https://amycedmondson.com/psychological-safety/"><span style="font-weight: 400;">https://amycedmondson.com/psychological-safety/</span></a></li>
<li><i>Psychological Safety and Use of Incident Reporting Systems</i>, Olivia S. Jung, PhD, et al, at The American Journal of Accountable Care https://www.ajmc.com/view/psychological-safety-and-use-of-incident-reporting-systems</li>
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