Methods of Communication

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Communication

We give, receive and exchange information all the time, whether at work or outside of it.

All this exchange of information requires communication skills.

Communication is a two-way process of giving and receiving information. A good communicator is a good speaker, a good listener, a good writer and a good reader.

Listed below are some of the more important skills required, to be a

good communicator.A speaker should:• Speak clearly without

shouting.• Vary the tone and pitch of

the voice.• Pronounce words correctly.• Never speak too quickly.• Make use of humour when

speaking.

A listener should:• Concentrate on what is being said.• Interrupt a speaker if they do not understand what is being said, and ask questions.• Be attentive, and look at the speaker.• Listen with your eyes as well as your ears – indicate that you are listening by nodding approval or smiling.

A reader should:• Check words for the correct spelling and

correct use.• Read at a speed that they are comfortable

with. Don’t skip paragraphs etc.• Re-check all the text to ensure that

everything has been understood.

A writer should:• Write legibly so that everyone can understand what has been written.• Spell correctly.• Check words by using a dictionary.• Make sure punctuation marks, commas and capital letters are used correctly.

Conversation

When people converse, they talk to each other. You may be ‘passing the time of day’ with a workmate or foreman, but they may use the situation of conversing with you to give you information or instructions.

However, whatever the subject, conversation should always be carried out in a friendly and polite way. Rudeness and bad manners are unacceptable, whatever the occasion may be.

Using the Telephone

Telephones are one of the most important communication tools in use today. Using the telephone has many advantages:• It is accessible and used by people of all abilities and employment status.• You receive a rapid response.• It is used by every firm, company or organisation throughout the world.• The equipment is both simple and easy to use.

When you use the telephone, it is important that you use it correctly. If you have poor telephone manner you can create a poor impression of yourself and possibly of your company to other people.

When Taking Messages

• Ensure politeness at all times

• Have a pen and paper to hand for taking a message

• Write the time and date of the call

• Who its for

• A brief résumé of what's required

• The callers name and return phone number

Meetings and Group DiscussionsMeetings may be used to:

• Inform people.

• Seek the opinions of other people through discussions.

• Make collective decisions.

There are two kinds of meetings

1. Informal

2. Formal

At all meetings, a record of what was discussed and what was decided must be kept. Usually, someone is asked to do this, and that person keeps a short, precise record of the main points and decisions. This record is called the minutes of the meeting.

Written CommunicationWritten communication generally involves some form of paperwork. Since you have decided to seek employment within the construction industry, the types of paperwork you are likely to encounter will be one or more of the following types:

• Letters – Personal and official (handwritten and typed).• Memos and notes – Messages to inform or remind you of something.• Timesheets – Every company has some type of form to record time at

work.• Invoices – These are bills for services or goods.• Drawings and sketches – These are used to communicate technical information.• Specifications – Precise technical information associated with drawings.• Schedules – Lists of various building components.• Graphs and charts – These are used to display data so that it is easily

understood.• Photographs – These are used to project the correct images of

objects.

LettersLetters can be handwritten, but for business purposes they are typed or produced by means of a computer or word processor.

No matter what type of letter is written, it should be:

• Written in simple language.

• Brief and to the point.

• Written in a polite and courteous manner, even if it is a complaint.

Here is a typical business letter.

Here is a typical memo:

Using ImagesClear communication is not just a question of using words accurately. Sometimes, no matter how careful you are in selecting the right words in the right order, it can still be confusing. So you could use a visual image.

What is a visual image?A visual image can be:

• A photograph.• A drawing.• A sketch.• A diagram.• A graph.• A chart.

A ChartA chart can be used for many things. It can be used to display data or, as in the case below, it can be used to describe and to display the structure of a company.Let’s assume you work for a moderate-sized building company which employs the following people:

• An owner/managing director.• An accountant.• A building manager.• A marketing manager.• Four office staff.• Three foremen.• Thirty various tradesmen.• Ten site operatives (labourers, van drivers, plant drivers, etc.).

The chart below shows the position held by different people in a company, and their relationship to one another. You will see that the structure has various levels of responsibility, starting at the top and working down to the work force.

FormsWhen filling in forms:• Read the instructions carefully. If the form specifies that it should be filled in using a black ball point pen, do so.• If it has to be filled in using capital letters, only use capital letters.• Read each question carefully and answer one question at a time.• Don’t jump from one question to another, or one part of the form to another.• When asked for your surname, write your last name.• When asked for your forename, write your Christian name

or names.• Do not leave any blank spaces, unless asked. If a question does not apply to you, put N/A or ‘not applicable’.• Do not write in areas marked ‘For Official Use Only’.• Remember to sign the form.• Read through the form again to check for mistakes.