Professionalism in Communications:    Pipeline Operations<br />Charles Alday<br />
Purpose of Module<br />Consider the importance of communications in pipeline operations.<br />Understand the basics and th...
Communication Examples<br />Communications with company personnel.<br />Communications with customers.<br />Communications...
What They Said<br />Distribution Control Center Manager at AGA conference said, “You need to teach the transmission pipeli...
Liquids Controller Job Posting<br />Must communicate clearly and precisely within company guidelines with internal and ext...
Gas Controller Job Posting<br />Good written and verbal communications skills.<br />First line of contact for line locate ...
Gas Controller Job Posting<br />Responsible for … maintaining communication with field personnel, customers, and suppliers...
Gas Controller Job Posting<br />Excellent oraland written communication skills. <br />Must possess effective teaming and l...
Basics of Communications<br />LAW # 1: Humans are communicating all the time – with words, tone  of voice, posture, action...
Basics of Communications<br />Communication provides information.<br />Communication establishes relationships.<br />Commu...
Basics of Communications<br />Let’s see how well we listened:<br />Communication provides: <br />Information<br />Communic...
Basics of Communications<br />Sender<br />Message<br />Channel<br />Receiver<br />Feedback<br />Sounds simple, doesn’t it?...
Basics of Communications<br />Sender<br />Message<br />Channel<br />Receiver<br />Feedback<br />What  problems might occur...
Basics of Communications<br />What  problems might occur?<br />Sender PERSONALIZES message.<br />Receiver PERSONALIZES mes...
Basics of GOOD Communications<br />Sender must do a “good” job.<br />Message must be “correct.”<br />Channel must be “clea...
Communications Assessment<br />Complete the self-assessments that will be provided.<br />Be prepared to discuss the assess...
Operating Incidents<br />Examples abound in general industry, aviation, nuclear, construction, petrochemical, and pipeline...
What Hinders Good Communications                in Pipeline Operations?<br />SCAT Chart – Inadequate Communications<br />I...
What Hinders Good Communications          in Pipeline Operations?<br />SCAT Chart – Inadequate Communications<br />Incorre...
Professionalism in Communications<br />Use provided handout in your control room<br />General requirements.<br />Phone com...
Professionalism in Communications<br />Policies that aid operational communications:<br />Control Area Activities<br />Inh...
What Will I Do Now?<br />A pipeline is a socio-technical system.<br />We are comfortable with the technical.<br />The soci...
Commitment to Action<br />Work individually.<br />Use the provided card.<br />Write down at least one action you will do t...
Purpose of Module - Review<br />Consider the importance of communications in pipeline operations.<br />Understand the basi...
What We Do<br />We are human factors consultants:<br />Control room assessments and plans<br />SCADA display evaluations<b...
Professionalism In Communications
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Professionalism In Communications

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Presentation I did at 2011 AGA Operations Conference

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Transcript of "Professionalism In Communications"

  1. 1.
  2. 2. Professionalism in Communications: Pipeline Operations<br />Charles Alday<br />
  3. 3. Purpose of Module<br />Consider the importance of communications in pipeline operations.<br />Understand the basics and the importance of communications in operations and in life.<br />Assess your communication skills.<br />Learn what hinders good communications.<br />Introduce tools and techniques for professionalism in pipeline communications.<br />
  4. 4. Communication Examples<br />Communications with company personnel.<br />Communications with customers.<br />Communications with other controllers.<br />Communications with field personnel.<br />Communications with others<br />Right-of-Way calls<br />Emergency calls<br />Information calls.<br />
  5. 5. What They Said<br />Distribution Control Center Manager at AGA conference said, “You need to teach the transmission pipeline employees about good communications.”<br />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.”<br />Operations Managers said, “Our employees are not communicating with one another.”<br />
  6. 6. Liquids Controller Job Posting<br />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.<br />High level of communication and interpersonal skills.<br />
  7. 7. Gas Controller Job Posting<br />Good written and verbal communications skills.<br />First line of contact for line locate requests in South Texas.<br />First line of contact for the public in regard to H2S issues and concerns in East Texas.<br />Maintain good working relationships with customers.<br />To act as a 24/7 two way information conduit between Field Operations and Corporate.<br />
  8. 8. Gas Controller Job Posting<br />Responsible for … maintaining communication with field personnel, customers, and suppliers to maximize efficiency, safety, quality, and customer service.<br />Good communication abilities (verbal and written) and desire to represent the Company effectively will result in excellent service to customers and the community.<br />
  9. 9. Gas Controller Job Posting<br />Excellent oraland written communication skills. <br />Must possess effective teaming and listening skills. <br />Communicates ideas clearly and effectively in a large and small group setting and pays attention to communication from others.<br />
  10. 10. Basics of Communications<br />LAW # 1: Humans are communicating all the time – with words, tone of voice, posture, actions, dress, appearance, presence, and even our absence.<br />LAW # 2: Humans cannot not communicate.<br />What do these laws imply?<br />
  11. 11. Basics of Communications<br />Communication provides information.<br />Communication establishes relationships.<br />Communication establishes predictable behavior patterns.<br />Communication maintains attention to tasks and monitoring.<br />Communication is a tool for managing work and leading people.<br />
  12. 12. Basics of Communications<br />Let’s see how well we listened:<br />Communication provides: <br />Information<br />Communication builds:<br />Relationships<br />Communication establishes:<br />Predictable behavior patterns<br />Communication maintains:<br />Attention to tasks and monitoring <br />Communication is a tool for:<br />Managing work and leading people<br />
  13. 13. Basics of Communications<br />Sender<br />Message<br />Channel<br />Receiver<br />Feedback<br />Sounds simple, doesn’t it?<br />
  14. 14. Basics of Communications<br />Sender<br />Message<br />Channel<br />Receiver<br />Feedback<br />What problems might occur?<br />
  15. 15. Basics of Communications<br />What problems might occur?<br />Sender PERSONALIZES message.<br />Receiver PERSONALIZES message.<br />Message may be incorrect, incomplete, incomprehensible, ignored.<br />Channel may have NOISE.<br />Sender and/or Receiver may be distracted, disinterested, disgusted.<br />
  16. 16. Basics of GOOD Communications<br />Sender must do a “good” job.<br />Message must be “correct.”<br />Channel must be “clear.”<br />Receiver must do a “good” job.<br />Feedback must be transmitted, received, and confirmed as “correct.”<br />That’s all there is to it! No problem!<br />
  17. 17. Communications Assessment<br />Complete the self-assessments that will be provided.<br />Be prepared to discuss the assessment.<br />What do you do well?<br />How do you keep doing well?<br />What could you improve?<br />What actions could you take to improve?<br />
  18. 18. Operating Incidents<br />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.<br />Can you think of any examples?<br />
  19. 19. What Hinders Good Communications in Pipeline Operations?<br />SCAT Chart – Inadequate Communications<br />Inadequate horizontal communication with peers.<br />Inadequate vertical communication between supervisor and employee.<br />Inadequate communication with different organizations, or work groups, or shifts.<br />Inadequate communication methods or no communication method available.<br />
  20. 20. What Hinders Good Communications in Pipeline Operations?<br />SCAT Chart – Inadequate Communications<br />Incorrect instructions.<br />Inadequate instructions.<br />Standard terminology not used.<br />Verification/repeat back technique not used.<br />Messages too long or too short.<br />Speech interference, including NOISE.<br />
  21. 21. Professionalism in Communications<br />Use provided handout in your control room<br />General requirements.<br />Phone communications.<br />Emergency communications.<br />Conducting briefings on planned activities.<br />
  22. 22. Professionalism in Communications<br />Policies that aid operational communications:<br />Control Area Activities<br />Inhibiting Safety Devices<br />Job Aids & Posting Requirements<br />Management of Change<br />Narrative Logs<br />Required Reading<br />Shift Exchange<br />Timely Instructions to Operations Personnel<br />
  23. 23. What Will I Do Now?<br />A pipeline is a socio-technical system.<br />We are comfortable with the technical.<br />The socio is sometimes neglected.<br />“Providing adequate information” involves an emphasis on human communications.<br />“Change management” involves an emphasis on communicating across groups.<br />“Training” requires effective communications.<br />Doesn’t development and implementation of any plan require effective communication.<br />
  24. 24. Commitment to Action<br />Work individually.<br />Use the provided card.<br />Write down at least one action you will do to improve your professionalism in communications.<br />Write the action you will do.<br />When you will complete it.<br />How you will sustain the improvement.<br />
  25. 25. Purpose of Module - Review<br />Consider the importance of communications in pipeline operations.<br />Understand the basics and the importance of communications in operations and in life.<br />Assess your communication skills.<br />Learn what hinders good communications.<br />Learn tools and techniques for professionalism in pipeline communications.<br />
  26. 26. What We Do<br />We are human factors consultants:<br />Control room assessments and plans<br />SCADA display evaluations<br />Error management strategies and tools<br />Human performance improvement tools<br />Shift schedule and workload assessments<br />Fatigue Audit software (FAID SAFE)<br />Fatigue risk management plans, training, calendars<br />Alarm management plans<br />Training, procedures, policies<br />

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