This document discusses the importance of professional communication skills in pipeline operations. It provides examples of communication needs between operators and various internal and external stakeholders. The document also identifies potential barriers to effective communication, such as noise, incorrect or inadequate instructions. Tools and techniques are introduced to improve communications, including using standard terminology and verification processes. Operators are encouraged to self-assess their communication skills and identify areas for improvement.

2. Professionalism in Communications: Pipeline OperationsCharles Alday

3. Purpose of ModuleConsider 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 ExamplesCommunications with company personnel.Communications with customers.Communications with other controllers.Communications with field personnel.Communications with othersRight-of-Way callsEmergency callsInformation calls.

5. What They SaidDistribution 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 PostingMust 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 PostingGood 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 PostingResponsible 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 PostingExcellent 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 CommunicationsLAW # 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 CommunicationsCommunication 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 CommunicationsLet’s see how well we listened:Communication provides: InformationCommunication builds:RelationshipsCommunication establishes:Predictable behavior patternsCommunication maintains:Attention to tasks and monitoring Communication is a tool for:Managing work and leading people

13. Basics of CommunicationsSenderMessageChannelReceiverFeedbackSounds simple, doesn’t it?

14. Basics of CommunicationsSenderMessageChannelReceiverFeedbackWhat problems might occur?

15. Basics of CommunicationsWhat 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 CommunicationsSender 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 AssessmentComplete 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 IncidentsExamples 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 CommunicationsInadequate 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 CommunicationsIncorrect 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 CommunicationsUse provided handout in your control roomGeneral requirements.Phone communications.Emergency communications.Conducting briefings on planned activities.

22. Professionalism in CommunicationsPolicies that aid operational communications:Control Area ActivitiesInhibiting Safety DevicesJob Aids & Posting RequirementsManagement of ChangeNarrative LogsRequired ReadingShift ExchangeTimely 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 ActionWork 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 - ReviewConsider 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 DoWe are human factors consultants:Control room assessments and plansSCADA display evaluationsError management strategies and toolsHuman performance improvement toolsShift schedule and workload assessmentsFatigue Audit software (FAID SAFE)Fatigue risk management plans, training, calendarsAlarm management plansTraining, procedures, policies