1. Effective Communications and Declaring EEAs 2016 System Operator Seminar

2. Training Objectives 2 System Operators will Explain the importance of effective communications and how continued use of three-way communication will help maintain high reliability in the FRCC Describe the requirements of COM-001-2 Describe changes to come in COM-002-4 Describe how Energy Emergencies will be declared

3. Effective Communication 3 “Assumptions are the termites of relationships.” Henry Winkler “The single biggest problem in communication is the illusion that it has taken place.” George Bernard Shaw (Nobel Prize Winner for Literature) “If you have nothing to say, say nothing.” Mark Twain

4. Effective Communication Requires Effective Listening 4 RememberingAttending Interpreting Responding Hearing

5. Effective Communication 5 Hearing The sense through which a person or animal is aware of sound: the ability to hear An involuntary action

6. Effective Communication 6 Attending Attending involves filtering out some sounds and focusing on others Attending is a psychological choice – The listener has to choose to focus on the sound he/she is attempting to listen to This is where we choose to tune out certain sounds or messages – Yes dear.

7. Effective Communication 7 Interpreting This is when we begin to make meaning (or understand) the sounds we hear and are attending This requires thought

8. Effective Communication 8 Responding At this point the listener has a meaningful message and he/she responds and reacts sending their own message. This can be non-verbal message. Yeah, uh huh, head nod etc.

9. Effective Communication 9 Remembering The listener stores the information for use at a later time

10. Effective Communication Ex. Need New EX. 10 Releasing a clearance issued by a System Operator (SO) SO to Switchman: “You can remove your red tag from the 525-564 Tie Switch” Switchman to SO: “I can remove my red tag from the 525-564 Tie Switch” SO to Switchman: “That is correct”

11. Techniques to master listening Tune out other conversations and distractions Sit up straight Focus on what the sender is saying Put aside any biases to the sender or the message Allow the speaker to complete their statement Questioning attitude Repeat back Wait for confirmation before taking action Effective Communication 11

12. Effective Communication 12 Three-Part Communication 1.Initiator will issue a directive/message 2.Receiver will repeat back the directive/message 3.Initiator will ensure the directive/message is repeated back correctly and acknowledge the response as correct

13. Effective Communication 13 https://youtu.be/CQNAi8HBDY0

14. COM-001-2 14 NERC Reliability Standards COM-001-2 Enforceable October 01, 2015 New Term: Interpersonal Communication (IC) - Any medium that allows two or more individuals to interact, consult, or exchange information. FRCC Hotline, private phone line, and satellite phone are all examples of IC FTMS and email lists may qualify as well FRCC Procedures Communications and Coordination Procedure FRCC-MS-OPRC-006 FRCC RC Procedure for Periodic Telecommunications Facilities Test FRCC-MS-RC-003 r1

15. COM-001-2 15 R1-R2 - RC shall have IC and designate Alternate IC with: (See R10 if failure detected lasting ≥30 mins.) TOPs – All FRCC TOPs BAs – All FRCC BAs Adjacent RCs - Southeastern RC R3-R4 - TOPs shall have IC with: (See R10 if failure detected lasting ≥30 mins.) RC – FRCC RC (TOP shall also designate Alternate IC with RC lasting ≥30 mins.) BAs, DPs, and GOPs within it’s TOP (TOP shall also designate Alternate IC with BAs) Adjacent connected TOPs (TOP shall also designate Alternate IC)

16. COM-001-2 16 R5-R6 - BAs shall have IC with: (See R10 if failure detected lasting ≥30 mins.) RC – FRCC RC (TOP shall also designate Alternate IC with RC) TOPs that operate facilities within it’s BA (BA shall also designate Alternate IC with TOPs) DPs, and GOPs within it’s BA Adjacent Bas (TOP shall also designate Alternate IC) R7 - DPs shall have IC with: (See R11 if failure detected lasting ≥30 mins.) It’s BA and TOP R8 - GOPs shall have IC with: (See R11 if failure detected lasting ≥30 mins.) It’s BA and TOP

17. COM-001-2 17 R9 - RCs, TOPs and BAs shall test Alternative IC once each calendar month (i.e. once in January, once in February, etc.) If the test is unsuccessful, RC, BA, or TOP shall initiate action to repair or designate a replacement Alternative IC capability within 2 hours R10 - RCs, TOPs, and BAs shall notify entities as identified in R1, R3, and R5, respectively within 60 minutes of the detection of a failure of its IC capability that lasts 30 minutes or longer

18. COM-001-2 18 R11 - DPs and GOPs that detects a failure of its IC capability shall consult each entity affected by the failure, as identified in R7 for a DP or R8 for a GOP, to determine a mutually agreeable action for the restoration of its IC capability

19. COM-002-4 19 NERC Reliability Standards COM-002-2 Currently Enforceable COM-002-4 Enforceable July 01, 2016 FRCC Procedures Communications and Coordination Procedure FRCC- MS-OPRC-006 Make it simple use three-way for any instruction, directive, order, etc.

20. Effective Communication 20 Changes with COM-002-4 Applicability - Includes Distribution Providers R1 - Each BA, RC, TOP shall have communications protocols R1.1 - Requires use of English, unless otherwise agreed R1.4 – Requires one receiver to confirm or verify Operating Instructions issued over burst (written or verbal) communications (e.g. hotline and FTMS) R2 – BAs, RCs, TOPs to conduct initial training on communication protocols R3 – DPs and GOPs to conduct initial training for folks that will receive Operating Instructions

21. Effective Communication 21 R4 - Requires assessment of protocols (e.g. sampling) and corrective action to address deviation from protocols R5 & R6 - Requires three-way for Operating Instruction R7 - Requires each BA, RC, or TOP that issue an Operating Instruction (written or verbal) during emergency through burst communications shall confirm or verify Operating Instructions issued was received by at least one receiver (e.g. hotline and FTMS)

22. Operating Instruction – NERC Definition 22 A command by operating personnel responsible for the Real-time operation of the interconnected Bulk Electric System to change or preserve the state, status, output, or input of an Element of the Bulk Electric System or Facility of the Bulk Electric System. (A discussion of general information and of potential options or alternatives to resolve BES operating concerns is not a command and is not considered an Operating Instruction.)

23. Declaring Energy Emergency Alert 23 NERC Reliability Standards EOP-002-3.1 Currently Enforceable FRCC Procedures Implementation of Energy Emergency Actions FRCC-MS-OPRC-026

24. Declaring Energy Emergency Alert 24 BA BA foresees or is experiencing an energy emergency shall communicate with RC If necessary BA should request the RC to declare an Energy Emergency Alert (EEA) BA that requests EEA will be identified as Energy Deficient Entity (EDE)

25. Declaring Energy Emergency Alert 25 RC RCSO will initiate an EEA at the request of the BA (see Attachment 1 – EOP-002) RCSO post EEA declaration including level and EDE name on the NERC website (or notification on NERC RCIS) and on FTMS RCSO update neighboring RC, NERC website (or notification on NERC RCIS) and on FTMS when changes occur

26. Declaring Energy Emergency Alert 26 RC RCSO shall request the appropriate Transmission Service Providers utilize short-term transmission limits to increase transfer capabilities into the EDE in addition to re-evaluating and revising System Operating Limits (SOLs) if appropriate RCSO shall evaluate risks of revising SOLs and IROLs on the overall transmission system in coordination with the affected BAs and TOPs as well as neighboring RCs.

27. Declaring Energy Emergency Alert 27

28. Declaring Energy Emergency Alert 28

29. Declaring Energy Emergency Alert 29

30. Declaring Energy Emergency Alert 30 1.Who declares Energy Emergency Alerts (EEA)? 2.Who request that an EEA be declared? 3.What is the main reason to call an EEA? 4.What are some situations where an EEA may be needed?

31. 31 Effective Communication

32. Questions? 32