Industrial Communication Skills PDF 4th Class Edition 3 Part A

Unit A-10 • Fundamental Industrial Communication Skills Objective 1 Discuss effective written and verbal communication skills, including the use of twoway radios. Written Communication The list of the written communication forms used in power plants is endless. Such a list would likely include: •...

Unit A-10 • Fundamental Industrial Communication Skills Objective 1 Discuss effective written and verbal communication skills, including the use of twoway radios. Written Communication The list of the written communication forms used in power plants is endless. Such a list would likely include: • Log book entries • Work permits • Operating procedures • Job hazard analyses • Incident reports • Lockout tags • Letters, e-mails, and memos • Scaffold inspection tags • Union contracts • Transportation of dangerous goods dockets Written communication is especially preferred in situations where a permanent record is required. Some of the advantages of written communication are: • Recorded documents can be easily referenced in the future. • Written content can be proof read, edited, and organized before delivery. • More time can be taken to select appropriate wording, which reduces misinterpretation and misunderstanding. Here are some practical writing tips: • If applicable, include a subject line to help both the reader and writer to stay focused on the topic. • Be clear by keeping the message plain and simple. Choose words that are easy to understand, and writing styles that suit a wide audience. • Proofread before distribution. Check for grammatical errors, spelling mistakes, and misused words. • Be precise, accurate, and direct. • Be courteous, and avoid rude language. It may take many years of practice to become confident and effective at written communication. Given its importance, good written communication must begin to develop early in a Power Engineer’s career. E-mail E-mail is a common form of written communication. E-mail combines the benefits of fast message delivery, with permanent communication records. 3-4 4th Class Edition 3 • Part A Plant Communications • Chapter 3 E-mail Etiquette a) Always include a message in the “subject” line. Make sure the subject line matches the message. b) Only send messages to those who need it. “CC” those recipients of lesser importance. c) Read the entire message prior to replying. d) Use e-mail features such as “high importance” flags, “delivery receipts,” and “read receipts” only when necessary. e) Do not hit “reply all” to every message. Consciously decide who should get the reply. f ) Use proper words or plant accepted acronyms, to ensure clarity. g) Review the e-mail before hitting the “send” button. Are there words or phrases that may be unclear? Is the tone professional and appropriate for the audience? h) DO NOT TYPE IN “ALL CAPS.” THIS IS CONSIDERED TO BE SHOUTING, AND IS USUALLY INAPPROPRIATE. i) Do not use company e-mail for personal business. Use private e-mail for personal use. For example, “CATS FOR SALE” is not an appropriate subject for an e-mail originating from, or arriving to, a company computer. j) Avoid sending large attachments. Use a shared internal folder location to share larger files. k) Make a phone call when there is a likelihood that the written message could be misunderstood. Provide a phone number, and suggest it be called if the e-mail message is unclear. l) Do not share other persons e-mail addresses indiscriminately. When e-mailing to a group, add all the recipients to the “BCC” list so that no one can see anyone else’s e-mail address. m) Always sign your e-mails. The recipient may not know the true identity of [email protected]. Verbal Communication Verbal communication uses spoken words. A key component of verbal communication is listening. For effective verbal communication, both speaking and listening skills are equally important. Unlike written communication, verbal communication allows persons to express themselves with little preparation time. The communicators receive rapid feedback and clarification. For example, while following a sequence to regenerate a weak acid cation exchanger, a control room operator may rely on step-by-step reports from a field operator. The field operator can report adverse conditions, and the control room operator can begin corrective actions right away. Verbal communication produces rapid and effective responses. Verbal communication allows co-workers to provide and receive immediate feedback and clarification, while performing or planning operational activities. This is critical for successful training of novice Power Engineers. For example, a less experienced Power Engineers may be assigned to cut steam boilers into pressurized headers. Engineers in training will be unfamiliar with the procedure, and must rely on the direct supervision of veteran engineers. The verbal interplay could include instructions on: • • • • How and when to open the non-return drain valve. When, how much, and how quickly to open the non-return valve. When to open the header bypass valve. When to open the header valve. 4th Class Edition 3 • Part A 3-5 Unit A-10 • Fundamental Industrial Communication Skills Feedback and clarification during the procedure could include comments like: • “This valve over here?” “No, the small valve beside it.” • “Is the valve open wide enough?” “No. Open it one more turn.” In emergency situations, effective verbal communication is essential. Orders must be issued rapidly, clearly, correctly, and precisely. In these situations, only necessary communication is permitted. Verbal communications for emergency situations must be practiced regularly. Many plants have regular exercises to practice effective communication in the event of worker injury or other emergency. Improving verbal communication skills can help to develop better relationships with family, friends, co-workers, and supervisors. For effective verbal communication, consider the following points: Clarity: Use simple, plain words to help others understand. Be precise. Be concise: Express the message using the fewest words possible. Try to make a long story short, not a short story long. Stay focused: Keep to the topic. Encourage participation: To encourage interaction, do not dominate conversations. Encourage interaction: Develop active listening skills. Be consistent: Keep the same message when communicating with different recipients. Be sincere: Communicate with honesty and accuracy. Be nice: Always be courteous. Say “please” and “thank you,” and avoid using offensive language. Two-Way Radio Use Two-way radios are the most commonly used communication devices at industrial worksites. These radios are essentially transceivers. They transmit and receive verbal communications between operators with similar radios, using the same radio frequency channel. Plant operators use handheld radios where mobility and portability are required. Stationary base stations are high-powered transceivers. These are located in fixed locations, such as control rooms. For this reason, the control room also often serves as the plant communication hub. Repeaters are sometimes used to extend the signal range and coverage required for larger facilities. Two-way radios have numerous controls and functions: power switches, volume controls, pushto-talk switches, channel selectors, programmable features, and LCD displays. Before using the radio, operators must become familiar with its controls, functions, and limitations. It is very important to review the radio manufacturer’s operating manual. As well, operators must be familiar with plant Standard Operating Procedures (SOPs) for radio communication. Two-Way Radio Operating Tips When using two-way radios, there are rules for acceptable behaviour, as with all forms of communication. The following are helpful operating tips. a) Ensure the radio battery is fully charged at the beginning of the shift, and that the power is on. b) At the end of the shift, place the radio or its battery in the charger. This ensures that fully charged batteries and radios are always available. c) Adjust the volume to suit the work environment. Turn up the volume if working around machinery. 3-6 4th Class Edition 3 • Part A Plant Communications • Chapter 3 d) Do not start talking until the push-to-talk switch is fully depressed. e) Check that the correct people are being communicated with. It is possible that operators, maintenance crews, and contractors are on different channels: i. Note the channel setting on the radio or base station channel selector switch. ii. Call another member of the crew to perform a verbal communication check. f ) If the handheld radio is equipped with a “Man-Down Button” (small RED button on the top or side of the radio), take precautions to prevent activating it accidently. g) Make sure the “Talk” button on the handheld radio is not accidently engaged, especially when sitting down or leaning against another object. h) Check signal strength regularly to make sure the radio is functioning properly, and the radio is still in range of the base. To do this, call out “radio check” on a regular basis. A response of “loud and clear” or “five by five” means “perfect transmission.” A response of “four by four” means “good transmission,” and so on. i) Be sure the radio is in good working condition, and check its operation regularly. Two-Way Radio Etiquette Be Courteous Wait until the current conversation is finished before calling in. Unlike a telephone, a two-way radio does only one function at a time; it either transmits or receives. While the push-to-talk switch is pressed, the radio can only transmit. When the push-to-talk switch is released, it can only receive. Release the push-to-talk switch to hear an incoming message. Be Sure To begin speaking, press and engage the push-to-talk switch. Finish speaking before releasing it. Be Clear Always identify yourself. Speak clearly and slowly with a normal tone. Speak closely into the microphone. Shield the microphone from external noises. Do not shout. Repeat Back Instructions When asked to complete a task, repeat an instruction back to confirm that it was heard correctly. Be Selective Use the radio only when necessary. Be Simple Keep messages simple, precise, and to the point for easy understanding. Be Secure Do not share confidential information over the radio. Everyone on the same channel hears the transmission. Be Nice Do not use foul language. 4th Class Edition 3 • Part A 3-7 Unit A-10 • Fundamental Industrial Communication Skills Two-Way Radio Language Two-way radio language uses terminology that is different from common spoken English. Many of these terms are derived from maritime or military two-way radio communications. To avoid confusion for the novice operator, Table 1 shows some commonly used two-way radio terms, with brief descriptions of what they mean. Table 1 – Two-Way Radio Terms Term Meaning Affirmative “Yes,” or “That is correct.” Check “Radio check” Come Again "Please repeat the message." Come In "Please respond." (as in "Come in, Control Room.") Copy That The message is understood. Five by Five The radio transmission is strong and clear. (Said in response to a radio check.) Go Ahead "I am ready to listen to you." Loud and Clear The radio transmission is strong and clear. (Said in response to a radio check.) Negative "No" Out The conversation is finished. Over The radio transmission is finished. Roger That The message is received and understood. Standby The message is acknowledged and placed on hold. Ten Four Same as “Roger That” Emergency, Emergency, Emergency This is said to interrupt all radio communications due to an emergency. Another term sometimes used is “Break, Break, Break”. Phonetic Alphabet There are many times when operators must report readings from field instruments to control room operators, using two-way radios. For example, a pressure vessel may have four pressure transmitters, tagged PT502A, PT502B, PT502C, and PT502D respectively. The control room operator may need the reading from PT502D. The letter “D” may sound like “B” (especially when spoken in a noisy environment, or by persons for whom English is not their first language). For this reason, the control room operator would ask for the reading from “PAH-PAH, TANG-GO, FIFE, ZEE-RO, TOO, DELL-TAH,” to eliminate confusion. Table 2 shows the common way of distinguishing letters when using two-way radios. Similar lists have been developed in Great Britain and the USA at different times over the last 100 years. However, the terms in Table 2 are currently used by the North American Treaty Organization (NATO), and they have become the most common. If all workers use the same phonetic alphabet, miscommunication will be minimized. 3-8 4th Class Edition 3 • Part A Plant Communications • Chapter 3 Table 2 – NATO Phonetic Alphabet Phonetic Term Pronunciation Phonetic Term Pronunciation NO-VEM-BER A Alpha AL-FAH N November B Bravo BRAH-VOH O Oscar OSS-CAH C Charlie CHAR-LEE P Papa PAH-PAH D Delta DELL-TAH Q Quebec KEH-BECK E Echo ECK-OH R Romeo ROW-ME-OH F Foxtrot FOKS-TROT S Sierra SEE-AIR-RAH G Golf GOLF T Tango TANG-GO H Hotel HOH-TEL U Uniform I India IN-DEE-AH V Victor J Juliet JEW-LEE-ETT W Whiskey WISS-KEY K Kilo KEY-LOH X X-Ray ECKS-RAY L Lima LEE-MAH Y Yankee YANG-KEY M Mike MIKE Z Zulu ZOO-LOO YOU-NEE-FORM VIK-TAH Table 3 shows the NATO phonetic pronunciation for numbers. Again, this system is used to reduce communication errors. Table 3 – NATO Phonetic Pronunciation of Numbers Pronunciation Pronunciation 1 WUN 6 SIX 2 TOO 7 SEV-EN 3 TREE 8 AIT 4 FOW-ER 9 NINER 5 FIFE 0 ZEE-RO 4th Class Edition 3 • Part A 3-9