DO:Â Ask, Listen, and Respond – Seek Input
Too often, we assume what others want to know. These assumptions then drive our decisions on information to provide or actions to take, and when it’s not what the others were expecting, our assumptions can cause unnecessary frustration or conflict.
What’s the solution? Asking questions (perhaps better questions) and listening to the responses. If an answer isn’t clear? Get curious and ask more questions.
In RP 1185, operators are required to have a process for asking stakeholders what they want to know about a pipeline or project, listening to understand their concerns and observations, and responding to their requests.
The act of asking questions, listening to understand, and responding to share information is how we build relationships that are based on trust, and provides stakeholders with an opportunity for meaningful involvement in the engagement process. That means stakeholders are sought out and their involvement is facilitated, ultimately creating a conversation in which an operator and their stakeholders can both ask questions, feel heard, and receive information.
An essential component of the Ask-Listen-Respond process is clarity on the “how”: how an operator will receive information from their stakeholders—whether observations (e.g., unauthorized access or activities occurring on a right of way or potential hazards), comments, concerns, or information requests—and how they will respond. The process should include multiple platforms or channels for stakeholders to engage, including opportunities for verbal or face-to-face communication. Established channels make it easier for stakeholders to submit their observations, concerns, or requests, and allow operators to quickly acknowledge receipt and respond as appropriate regarding requested information.
Figure 4, Pipeline Information Sharing Process, in RP 1185 illustrates a process to engage in conversation with a stakeholder to clearly understand their information request, determine what information can (or can’t) be shared, and respond to the stakeholder.