Basic Communication Skills

What are the most important tools that you will use on a job?•They are not tools that you can hold in your hand or put in a toolbox.•These tools are your abilities to read, write, listen and speak.•Good communication skills result in a job done safely.

Why are these skills important?•Listening – Your supervisor tells you where to set up safety barriers but because you did not listen carefully, you missed a spot. As a result your co-worker falls and is injured.

Why are these skills important?•Speaking – You must train two co-workers to do a task, but you mumble, use words they don’t understand, and don’t answer their questions clearly. Your co-workers do the task incorrectly, and all of you must work overtime to fix the mistakes.

Why are these skills important?•Reading – Your supervisor tells you to read the manufacturer’s basic operating and safety instructions for the new drill press before you use it. You don’t really understand the instructions, but you don’t want to ask him again. You go with what you think is correct and damage the drill press.

Why are these skills important?•Writing – Your supervisor asks you to write up a material takeoff (supply list) for a project. You rush through the list and don’t check what you’ve written. The supplier delivers 250 feet of PVC piping cut to your specified sizes instead of 25 feet.

TWO BASIC STEPS TO CLEAR COMMUNICATION

1. A sender sends a spoken or written message through a communication channel to a receiver.

2. When the receiver gets the message, he or she figures out what it means by listening or reading carefully.

TWO BASIC STEPS TO CLEAR COMMUNICATION

•If anything is not clear, the receiver gives the sender feedback by asking the sender for more information.•This process is called two-way communication, and it is the most effective way to make sure that everyone understands what is going on.

Why is good communication so hard to achieve?

•When we try to communicate, a lot of things “called noise” can get in the way.

COMMUNICATION NOISE

•The sender uses work-related words, or jargon, that the receiver does not understand.•The sender does not speak clearly.•The sender’s written message is disorganized or contains mistakes.•The sender is not specific.

COMMUNICATION NOISE

•The sender does not get to the point.•The receiver is tired or distracted or just not paying attention.•The receiver has poor listening or reading skills.•Actual noise on the construction site makes it hard to hear the message.

COMMUNICATION NOISE

•There is a mechanical problem with the equipment used to communicate, such as static on a phone or radio line.

Verbal Teaching and Learning

•Giving and taking instruction•Offering and listening to presentations•Participating in team discussions•Talking with your co-workers and your supervisor•Talking to clients

Active Listening

Active Listening

•A process that involves respecting others, listening to what is being said, and understanding what is being said.•You have to be paying attention to really listen. Understanding comes from active listening.

Barriers to Listening

•Emotion- When you’re angry or upset, you stop listening. Try counting to 10 or asking the speaker to excuse you for a minute. Go get a drink of water and calm down.

Barriers to Listening

•Boredom – Maybe the speaker is dull or overbearing. Maybe you think you know it all already. There is no easy tip for overcoming this barrier. You just have to force yourself to stay focused. Keep in mind that the speaker has important information you need to hear.

Barriers to Listening

•Distractions – Anything from too much noise and activity on the site to problems at home can steal your attention. If the problem is noise, ask the speaker to move away from it. If a personal problem is keeping you from listening, concentrate harder on staying focused.

Barriers to Listening

•Your ego – Do you finish other people’s sentences for them? Do you interrupt others a lot? Do you think about the things that you are going to say instead of listening? That’s your ego putting itself squarely between you and effective listening. Be aware of your ego and try to tone it down a bit so you can get the information you need.

Speaking on the Job

•Think about what you are going to say before you say it.•As with writing, take time to organize your topic logically.•Choose an appropriate place and time.•Encourage your listeners to take notes if necessary.

Speaking on the Job

•Do not over-explain if people are already familiar with the topic.•Always speak clearly, and maintain eye contact with the person or people you are speaking to•Never talk on the phone, text message, or listen to music while communicating with the work crew.

Speaking on the Job

•When using jargon be sure that everyone knows what the term means.•Give your listeners enough time to ask questions, and take the time to answer questions thoroughly.•When you are finished, make sure that everyone understands what you were saying.

Placing Telephone Calls

•Cell phones can distract you from your job, so never make or receive personal calls while working.•Wait until a designated break time to make or receive calls.•Do not operate cell phones where they would pose a safety hazard, such as while operating machinery, operating a power tool or driving.

When Making A Call

•Start by identifying yourself and ask who you are speaking to.•Speak clearly and explain the purpose of your call.•Take notes to help you remember the conversation later.

Leaving A Message

If you leave a message for someone:•Keep it brief•Prepare your message ahead of time so you will know what to say.•Be sure to leave a number where you can be reached and the best time to reach you.

Receiving Telephone Calls

•Don’t just say “hello.” Identify yourself immediately by giving your name and the company name.•Don’t keep people on hold. People resent it. Instead, ask the caller if you can call back at a later time.

Receiving Telephone Calls

•Transfer calls courteously, and introduce the caller to the recipient.•Keep you calls brief.•Finally, never talk on the phone in front of coworkers, supervisors, or customers. This is rude and unprofessional.

Reading on the Job

•You may think that you don’t have to read on the job, but, in fact, the written word is at the center of the construction trade. The following are some examples of things construction workers read on the job:

Reading on the Job

•Safety instructions•Construction drawings•Manufacturer’s installation instructions•Materials lists•Signs and labels•Work orders and schedules

Reading on the Job

•Permits•Specifications•Change orders•Industry magazines and company newsletters•Emails

Writing on the Job

•When you start to write, be clear and direct, and use words that people will understand.•Make your main point easy to find, and include all the necessary details so the reader can understand what you are saying.•One way is to highlight important information is to list it using bullets.

Ask Yourself Questions

•Have I identified myself to the reader?•Have I said why I’m writing this?•Will the reader know what to do and, if necessary, how to do it?•Will the reader know when to do it?•Will the reader know where to do it?

Ask Yourself Questions

•Will the reader know whom to call with questions?

Writing Emails

•Write business emails the same way you would write a formal business letter or memo.•Make sure you are sending the email to the correct individual to maintain confidentiality.

Writing Emails

•Always start with a clear subject line that indicates the purpose of the message.•Begin the email by addressing the recipient.•Write in a positive tone and avoid using negative or blaming statements.•Do not type on all capital letters, as it gives the impression of shouting.

Writing Emails

•Use italicized, bold, or underlines text if you need to stress a point.•Avoid sarcasm, as it can be easily misunderstood.•Do not forward junk mail.•Do not address private issues and concerns.

Writing Emails

•When sending an attachment, state the name of the file, and its format.•Double-check the email for spelling and grammatical mistakes before sending.•Include additional contact information other than your email address.

Writing Emails

•Email is not a substitute for face-to-face interaction. Know when to pick up the phone or schedule a meeting if you cannot express your thoughts or concerns through an email.•Never send bad news through email, and don’t use email to avoid your responsibilities.