Presentation I did at 2011 AGA Operations Conference

2. Professionalism in Communications: Pipeline Operations Charles Alday

3. Purpose of Module Consider the importance of communications in pipeline operations. Understand the basics and the importance of communications in operations and in life. Assess your communication skills. Learn what hinders good communications. Introduce tools and techniques for professionalism in pipeline communications.

4. Communication Examples Communications with company personnel. Communications with customers. Communications with other controllers. Communications with field personnel. Communications with others Right-of-Way calls Emergency calls Information calls.

5. What They Said Distribution Control Center Manager at AGA conference said, “You need to teach the transmission pipeline employees about good communications.” Crude Oil Pipeline Controllers in training session said, “You need to teach the field employees and the customers about good communications, and they have different accents, too.” Operations Managers said, “Our employees are not communicating with one another.”

6. Liquids Controller Job Posting Must communicate clearly and precisely within company guidelines with internal and external customers, the public, security personnel, emergency responders and inspectors or regulators, using verbal, written or electronic means. High level of communication and interpersonal skills.

7. Gas Controller Job Posting Good written and verbal communications skills. First line of contact for line locate requests in South Texas. First line of contact for the public in regard to H2S issues and concerns in East Texas. Maintain good working relationships with customers. To act as a 24/7 two way information conduit between Field Operations and Corporate.

8. Gas Controller Job Posting Responsible for … maintaining communication with field personnel, customers, and suppliers to maximize efficiency, safety, quality, and customer service. Good communication abilities (verbal and written) and desire to represent the Company effectively will result in excellent service to customers and the community.

9. Gas Controller Job Posting Excellent oraland written communication skills. Must possess effective teaming and listening skills. Communicates ideas clearly and effectively in a large and small group setting and pays attention to communication from others.

10. Basics of Communications LAW # 1: Humans are communicating all the time – with words, tone of voice, posture, actions, dress, appearance, presence, and even our absence. LAW # 2: Humans cannot not communicate. What do these laws imply?

11. Basics of Communications Communication provides information. Communication establishes relationships. Communication establishes predictable behavior patterns. Communication maintains attention to tasks and monitoring. Communication is a tool for managing work and leading people.

12. Basics of Communications Let’s see how well we listened: Communication provides: Information Communication builds: Relationships Communication establishes: Predictable behavior patterns Communication maintains: Attention to tasks and monitoring Communication is a tool for: Managing work and leading people

13. Basics of Communications Sender Message Channel Receiver Feedback Sounds simple, doesn’t it?

14. Basics of Communications Sender Message Channel Receiver Feedback What problems might occur?

15. Basics of Communications What problems might occur? Sender PERSONALIZES message. Receiver PERSONALIZES message. Message may be incorrect, incomplete, incomprehensible, ignored. Channel may have NOISE. Sender and/or Receiver may be distracted, disinterested, disgusted.

16. Basics of GOOD Communications Sender must do a “good” job. Message must be “correct.” Channel must be “clear.” Receiver must do a “good” job. Feedback must be transmitted, received, and confirmed as “correct.” That’s all there is to it! No problem!

17. Communications Assessment Complete the self-assessments that will be provided. Be prepared to discuss the assessment. What do you do well? How do you keep doing well? What could you improve? What actions could you take to improve?

18. Operating Incidents Examples abound in general industry, aviation, nuclear, construction, petrochemical, and pipeline incidents where lack of communication or miscommunication either caused or contributed to an incident. Can you think of any examples?

19. What Hinders Good Communications in Pipeline Operations? SCAT Chart – Inadequate Communications Inadequate horizontal communication with peers. Inadequate vertical communication between supervisor and employee. Inadequate communication with different organizations, or work groups, or shifts. Inadequate communication methods or no communication method available.

20. What Hinders Good Communications in Pipeline Operations? SCAT Chart – Inadequate Communications Incorrect instructions. Inadequate instructions. Standard terminology not used. Verification/repeat back technique not used. Messages too long or too short. Speech interference, including NOISE.

21. Professionalism in Communications Use provided handout in your control room General requirements. Phone communications. Emergency communications. Conducting briefings on planned activities.

22. Professionalism in Communications Policies that aid operational communications: Control Area Activities Inhibiting Safety Devices Job Aids & Posting Requirements Management of Change Narrative Logs Required Reading Shift Exchange Timely Instructions to Operations Personnel

23. What Will I Do Now? A pipeline is a socio-technical system. We are comfortable with the technical. The socio is sometimes neglected. “Providing adequate information” involves an emphasis on human communications. “Change management” involves an emphasis on communicating across groups. “Training” requires effective communications. Doesn’t development and implementation of any plan require effective communication.

24. Commitment to Action Work individually. Use the provided card. Write down at least one action you will do to improve your professionalism in communications. Write the action you will do. When you will complete it. How you will sustain the improvement.

25. Purpose of Module - Review Consider the importance of communications in pipeline operations. Understand the basics and the importance of communications in operations and in life. Assess your communication skills. Learn what hinders good communications. Learn tools and techniques for professionalism in pipeline communications.

26. What We Do We are human factors consultants: Control room assessments and plans SCADA display evaluations Error management strategies and tools Human performance improvement tools Shift schedule and workload assessments Fatigue Audit software (FAID SAFE) Fatigue risk management plans, training, calendars Alarm management plans Training, procedures, policies