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Fac Rep Sharing of Good Practices and Lessons Learned COMMUNICATIONS Fac Rep Ron Higgins Pacific Northwest Site Offi

2. CUSTOMERS. ManagementFellow Facility RepresentativesOther DOE PersonnelContractor PersonnelRegulators/Oversight Agencies. 3. Timeliness. Communication must arrive in time for the customer to take action.Communication that arrives too late is valueless to the customer.. 4. Conve

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Fac Rep Sharing of Good Practices and Lessons Learned COMMUNICATIONS Fac Rep Ron Higgins Pacific Northwest Site Offi

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    1. 1

    2. 2 CUSTOMERS Management Fellow Facility Representatives Other DOE Personnel Contractor Personnel Regulators/Oversight Agencies

    3. 3 Timeliness Communication must arrive in time for the customer to take action. Communication that arrives too late is valueless to the customer.

    4. 4

    5. 5 Responding to Hostility ABC: Always Be Courteous Focus on Facts, Not Opinions Agree to Disagree Transmit to Management for Resolution

    6. 6 Conveying Kudos Recognizing bonafide high quality or exemplary actions. Query contractor management to insure accuracy. Establish credibility as an evaluator Improve morale and encourage continued high performance.

    7. 7 Conclusion Know your customer; address their needs Be timely and accurate Be factual and courteous Confront issues, not personalities Confine criticism to requirements Be balanced: recognize positive as well as negative performance

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