Core Principles of Effective Engagement

Core Principles of effective engagement

There are clear benefits to an effective and meaningful engagement program, including new or stronger relationships and trust between a pipeline operator and their stakeholders. Perhaps more quantifiable is the impact on pipeline safety. A stakeholder who has positive interactions with a pipeline operator is more likely to trust and, importantly, act on information related to pipeline safety.

There are six core principles that, when applied in good faith by all parties, comprise the basis of an effective engagement program in RP 1185:

1. Openness and Transparency: Frank discussion, sharing of truthful, timely, and relevant information, and willingness to listen and learn and nurture an environment of transparency.
2. Respect: Considering and respecting others’ points of view by listening to questions, understanding concerns, and allowing each other to share perspectives.
3. Reciprocity: Communication and action for mutual benefit, listening as well as speaking, being responsive to inquiries and interests, and sharing responsibility for interactions and relationships.
4. Inclusiveness: A deliberate effort to involve stakeholders interested in the subject or action.
5. Accessibility: Commitment to provide a variety of methods and opportunities for all interested stakeholders to participate.
6. Equity: Recognition that different stakeholders have different resources and live under different circumstances, but all are afforded an opportunity for meaningful engagement to inform decision-making.

These principles require an intentional effort by operators to listen actively to stakeholders who are providing feedback or asking questions or seeking specific information. Active listening requires “leaning in” to a conversation and resisting the urge to interrupt, make assumptions or question someone’s intent while they are speaking. People who feel heard will tend to be more trusting and willing to enter a relationship.

The engagement process also requires a willingness to consider the points of view, or perspectives communicated by a variety of stakeholders when it may be tempting to ignore their input.

Recognizing that different stakeholders live in different circumstances and have access to different resources is an essential component of an effective and meaningful engagement program. For example, this may mean making safe and reliable transportation available to stakeholders invited to a meeting or event, or consideration of an alternate venue that may not require transportation or time off work or multiple bus transfers. The “digital divide” (limited or no access to technology, a reliable phone signal or internet connection) is a real issue in many communities, which may mean that a virtual meeting or event will not work for all stakeholders. Consideration of these and other, similar factors in program development event planning will lead to an equitable, inclusive, and accessible program.