Communication in the construction industry

Examples of Poor Communication Listening: Your supervisor tells you where to set up safety barriers, but you did not listen carefully and missed a spot. As a result, your coworker falls and is injured. Speaking: You must train co-workers to do a task, but you mumble, use words they do not understand, and do not answer their questions clearly. Your coworkers do the task incorrectly, and all of you must work over time to fix the mistakes. 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 do not really understand the instructions, but you do not want to ask him again. You go ahead and do what you think is correct and damage the press. Writing: Your supervisor asks you to write up a material take off (supply list) for a project. You rush through the list and do not check what you have written. The supplier delivers 250 ft. of PVC piping cut to your specific sizes, instead of 25 ft. In the construction industry, having communication skills is just as important as knowing how to use the correct tools for your chosen trade. The following are just a few examples of what can happen if you do not use effective communication skills. Your supervisor tells you where to set up safety barriers but you did not listen carefully and missed a spot. As a result your coworker falls and is injured You must train co-workers to do a task, but you mumble, use words they do not understand, and do not answer their questions clearly. Your coworkers do the task incorrectly, and all of you must work over time to fix the mistakes. Your supervisor tells you to read the manufacturer’s basic operating and safety instructions for the new drill press before you us it. You do not really understand the instructions, but you do not want to ask him again. You go ahead and do what you think is correct and damage the press. Your supervisor asks you to write up a material take off (supply list) for a project. You rush through the list and do not check what you have written. The supplier delivers 250 ft. of PVC piping cut to your specific sizes, instead of 25 ft. All of these examples illustrate situations have negative consequences. However effective communications skills could prevent all these mistakes in the first place. This presentation will help you learn ways to improve your communication skills in order to be more efficient in the workplace.

Two-Way Communication Sender Communications channel Receiver Feedback There are 2 basic steps to clear communication. First the sender sends a spoken or written message through a communication channel such as a meeting, a phone conversation, a email or a 2 way radio. Secondly when the receiver gets the message, he or she reads or listens to the message carefully. If anything is not clear, the receiver gives the sender feedback by asking for more information This process is called 2 way communication. This is the most effective way to make sure all parties understand what is happening.

Complications of Communication Examples of Noise: The sender uses jargon or technical language that the receiver does not understand. The sender does not speak clearly, specifically, and/or does not get to the point. The receiver is tired, distracted, or not paying attention. There is actual construction noise, making is physically difficult to listen. There is a mechanical problem with communication equipment such as phone static. Sometimes 2 way communication is not as simple as it seems. Sometimes noise or factors that affect communication get in the way. For example The sender uses jargon or technical language that the receiver does not understand. The sender does not speak clearly, specific, and/or does not get to the point. The receiver is tired, distracted, or not paying attention. There is actual construction noise, making is physically difficult to listen. There is a mechanical problem with communication equipment such as phone static.

Listening and Speaking Examples of listening and speaking situations Giving or taking instructions Offering and listening to presentations Participating in team discussions Talking with your coworkers and supervisors Talking with clients Everyday on the job is a learning experience. The more you learn, the more you will be able to teach others. An effective method of learning and teaching is through verbal communication or speaking and listening. Construction professionals need to know how to state their ideas clearly, and to listen and understand the ideas of others. Here are some examples when verbal teaching and learning takes place on the job. - Giving or taking instructions Offering and listening to presentations Participating in team discussions Talking with your coworkers and supervisors And Talking with clients

Active Listening Stay focused and do not let your mind wander Keep an open mind Never tune out because you think you know what is being said Make sure your body language is showing that you are paying attention Ask questions to clarify details At the end of the discussion, summarize everything you heard back to the speaker Real listening, is not only the process of hearing information but understanding it as well. Understanding comes from active listening. Here are some tips to ensure you are being an active listener Stay focused and do not let your mind wander Keep an open mind Never tune out because you think you know what is being said Make sure your body language is showing that you are paying attention For example, make eye contact and nod your head to show you are following along Ask questions to clarify details At the end of the discussion, summarize everything you heard back to the speaker

Barriers to Listening Emotion Boredom Distractions Your ego Even if you follow all of the active listening tips on the previous slide, you will still have to face several barriers to listening. The following is a list of barriers to listening and how to overcome them. Emotion- when you are 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. Boredom- If the speaker is dull, overbearing, or you think you know everything the speaker is saying already, you still need to force yourself to pay attention. Keep in mind that the speaker has important information that you need to hear. Distractions-Both too much noise or activity on the work site and thinking about problems at home can steal your attention away from listening to a speaker. If the problem is noise, ask the speaker to move away from the source. If a personal problem is distracting you, concentrate harder on staying focused. In some cases it may be helpful to explain to your supervisor why you are having trouble concentrating. And Your ego: Do you finish other people’s sentences for them? Do you interrupt others frequently? Do you think about things you are going to say instead of listening? That is your ego putting itself between you and effective listening. Be aware of your ego and try to tone it down a bit in order to listen to the information that you need.

Speaking on the job Think about what you are going to say before you say it. Choose an appropriate time and place. Encourage your listeners to take notes if necessary. Never over explain if your audience is already familiar with the topic. Always speak clearly and maintain eye contact with your audience. Never talk on your phone, text, or listen to music while communicating with your work crew. When using jargon, make sure everyone understands what you are saying. Give your audience enough time to ask questions and take the time to answer them thoroughly. When you are finished, make sure that everyone understands what you were saying. Effective listening depends on effective speaking. Which of the following phrases is most effective for you as a listener? “Hand me that tool there.” Or “Hand me that inch grinder that is on the bench behind you.” The second example has enough information for you to identify the tool and its location. Therefore, you will not need to ask the speaker any more questions or accidentally grab the wrong tool. Therefore, you are not wasting time trying to clear up confusion. Here are some times to help you speak more effectively. Think about what you are going to say before you say it. Like you do while writing, take time to organize your thoughts logically. Choose an appropriate time and place. For example, if you need to give detailed assembly instructions to your team, pick a quiet place, and do not hold the meeting right before lunch. Encourage your listeners to take notes if necessary. Never over explain if your audience is already familiar with the topic. Always speak clearly and maintain eye contact with your audience. Never talk on your phone, text, or listen to music while communicating with your work crew. When using jargon, make sure everyone understands what you are saying. Give your audience enough time to ask questions and take the time to answer them thoroughly. When you are finished, make sure that everyone understands what you were saying.

Cell Phones Cell phones can distract you from your job, so never make or receive personal calls while working Do not operate cells phones where they would pose a safety hazard, such as operating a piece of machinery or a power tool or driving a vehicle. Today, cell phones allow you to make and receive calls from just about anywhere. Cell phones are useful tools on a job site, but keep in mind Cell phones can distract you from your job, so never make or receive personal calls while working. Instead, wait until a designated break time to make or receive calls. Do not operate cells phones where they would pose a safety hazard, such as operating a piece of machinery or a power tool or driving a vehicle.

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. When you speak to people face to face, you can see them and judge how they react to what you have to say. When you are one a phone, you do not have those clues. Therefore, effective speaking is all the more important while communication through a phone. 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 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. If you leave message for someone, be sure to Keep it brief. Prepare your message ahead of time so you will know what to say. And leave a number where you can be reached and the best time to reach you.

Receiving Telephone Calls Do not just say “hello.” Identify yourself immediately by giving your name and the company name. Do not keep people on hold. Instead, ask the caller if you can call back at a later time. Transfer calls courteously, and introduce the caller to the recipient. Keep calls brief. Never talk on the phone in front of coworkers, supervisors, or customers. How you answer the phone is just as important as how you make a phone call. Remember to be professional and courteous when answering your phone, because you do not know who is going to be on the other end of the line. When you receive a call Do not just say “hello.” Identify yourself immediately by giving your name and the company name. Do not keep people on hold. Instead, ask the caller if you can call back at a later time. Transfer calls courteously, and introduce the caller to the recipient. Keep calls brief. And Never talk on the phone in front of coworkers, supervisors, or customers. This is rude and unprofessional.

Reading Skills Always have a purpose in mind while reading Use the table of contents, index, glossary, appendices and tables and graphs to your advantage. Find a quiet place to read without distractions Take notes and highlight important information Skim or scan chapter titles and sections before you start to read. When reading instructions, imagine yourself performing each step. Always reread what you have just read to ensure you understand it. Take a break from reading every now and then. The construction industry depends on written materials of all kinds to carry on business Such as routine office paper work and construction drawings and building codes. To improve your reading skills Always have a purpose in mind while reading. This will help you find information faster Use the table of contents, index, glossary, appendixes and tables and graphs to your advantage. The table of contents is the list of chapters in a book The index is the alphabetical listings of topics in the book along with their page numbers. Appendixes are sources of additional detailed information placed at the end of a chapter, section or book Tables and graphs summarize important facts and figures in as a visual representation so you can understand information in a glance Find a quiet place to read without distractions Take notes and highlight important information Skim or scan chapter titles and sections before you start to read. When reading instructions, imagine your self performing each step. Always reread what you have just read to ensure you understand it. Take a break from reading every now and then.

Writing on the Job Before you start writing, organize what you want to write in your mind. Be clear and direct and use words people will understand. Make your main point easy to find and include all necessary details When you are finished writing, read your work to ensure it makes sense and take out unnecessary details. Ask a friend or coworker to proof read. At this stage in your career, you will probably do more reading than writing. But no matter what job you have in the construction industry, you will eventually have to write something such as a work order or punch lists( written lists that identify deficiencies requiring correction at completion. A few simple guidelines will help you become a more effective writer. For example, Before you start writing, organize in your mind what you want to write. Be clear and direct and use words people will understand. Make your main point easy to find and include all necessary details - Use bullet points

Questions to ask yourself Have I identified myself to the reader? Have I said why I am 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? Will the reader know whom to call with questions? When writing, always ask yourself the following questions Have I identified myself to the reader? Have I said why I am 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? 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(s) to maintain confidentiality. Always start the email with a clear subject line indicating the purpose of the message. Begin the email by addressing the recipient. Keep the body of the email brief and to the point, typically no longer than one screen length so the reader does not need to scroll while reading. Use a concise format, such as a numbered list or bullet points to clarify important details and what response or action is required. Because email is now more commonly used in business to communicate with associates, clients, supervisors, and coworkers, it is important to know the proper way to write an email. When writing an email, the nonverbal part of communication (such as facial expressions, body language, and tone of voice) is lost, so it is possible that people will misinterpret the message you are trying to convey if you are not careful. Many of the rules that apply to writing a paper-based document still applies to emails but there are specific standards for writing business emails. Here are some basic rules but keep in mind that some rules will vary according to the nature of the business and company culture. Write business emails that same way you would right a formal business letter or memo. Make sure you are sending the email to the correct individual(s) to maintain confidentiality. Always start the email with a clear subject line indicating the purpose of the message. Begin the email by addressing the recipient. Keep the body of the email brief and to the point, typically no longer than one screen length so the reader does not need to scroll while reading. Use a concise format, such as number or bullet points to clarify important details and what response or action is required.

Writing Emails (CONt.) Write in a positive tone and avoid using negative or blaming statements Do not write in all capitals, as it gives the impression of shouting. Use italicized, bold, or underlined text if you need to stress a point. Avoid sarcasm because it is easily misunderstood. Do not forward junk mail and do not address private issues and concerns. 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. Email is not a substitute for face to face interaction. Write in a positive tone and avoid using negative or blaming statements Do not write in all capitals, as it gives the impressions of shouting. Used italicized, bold, or underlined text if you need to stress a point. Avoids sarcasm because it is easily misunderstood. Do not forward junk mail and do not address private issues and concerns. When sending an attachment, state the name of the file, and its format Double check the email for spelling and grammatical mistakes before sending. Remember that once an email is sent, it cannot be retrieved. Include additional contact information. Email is not a substitute for face to face interaction. Know when to pick up a phone or schedule a meeting if you cannot express your thoughts or concerns through an email. Never send bad news through an email, and do not use email to avoid your responsibilities.