Communication policy

PEER Construction values good internal communication and believes it is a critical element of creating a successful and highly engaged organisation. Internal communication encompasses official communication (announcements, memos, publications, policies, and procedures, etc.) and informal communication that occurs between team members and clients.

Roles and responsibilities

 

Managers and supervisors

Managers and supervisors can expect to:

• communicate issues (particularly relating directly to your own area) to your team
• be briefed on any sensitive or significant issues before informing your team members so you can answer questions from your team
• be consulted on proposed developments which will affect your area, to ensure that proposals are workable
• be kept informed of general developments by the management team.

Team members and apprentices

Team members and apprentices can expect to be:

• provided with relevant information and kept informed of relevant developments in a timely manner
• consulted on issues relevant to your area and the wider organisation
• given the opportunity to raise questions or issues of concern relevant to your work. Your questions should be treated seriously and respectfully and should be answered either immediately or within a reasonable period
• required to attend team meetings including toolbox.

Communication strategies

The language, communications skills, attitudes of the parties, knowledge, mental abilities, social and culture elements influence the effectiveness of the communication.

When communicating with all clients, employees, contractors, and apprentices you will implement the following:

• Offer polite and friendly greeting
• Ask open ended questions
• Avoid using slang
• Communicate using appropriate verbal and non verbal communication
• Give positive feedback to the client
• Use active listening
• Summarise key points to the client
• Build rapport with the client
• Show respect and offer practical solutions
• Use a professional manner

When communicating with clients, employees, contractors, and apprentices from diverse social, economic, and cultural backgrounds you could implement the following:

• Avoid slang as slang words are unique to individual cultures and not always interpreted correctly
• If English is not their first language give time for communication and get feedback for clarity of what has been said
• Do not use humour as what is funny might night be funny in another culture
• Avoid inappropriate reference to a person’s culture
• Keep an open mind
• Use visual aid such as: flow charts, diagrams, graph, demonstrations
• Engage an interpreter
• Be willing to provide information
• Concentrate on the reflecting aspect of active listening

When communicating with clients, employees, contractors, and apprentices with physical and mental disabilities you could implement the following:

• Speak directly to the client
• Avoid talking to an adult as if they are a child
• Use plain language and avoid jargon
• Use short, simple questions
• Environment – make sure there is not a lot of noise especially if they are hearing impaired
• Distance between the communication – if email does not work implement face to face meetings

When communicating with written communication it involves any type of message that makes use of the written word. Written communication is the most important and the most effective of any mode of business communication. This includes email, letter, internet websites, faxes, contracts, advertisements, brochures, news releases etc.

• Think about what you actually want to say, then say it.
• Be as specific as possible. It will look shorter because there are not as many words, but it will contain more information and increase your chances of getting reviewed.
• Short words, short sentences and short paragraphs help readability. Cut your word count in half, and then make another cut.
• Keep it concise, punchy, and no more than a page – long-winded paragraphs are not appealing.
• Use the most straightforward words you can find.
• Banish long clauses, repetition, and any other waffle.
• Buzzwords and clichés are so overused that you can only gain by cutting them out.
• However, do include language specific to the company and industry you are targeting.

When communicating with visual communication, this covers all types of communication we see rather than read or hear. It is usually pictorial, although there could be a few words present as well, such as on a sign or poster. Workers in the construction industry use a lot of visual communication, for example:

• plans and diagrams
• safety signs
• warning lights
• hand signals
• gestures
• symbols
• warning tape

Some job roles use specialised hand signals. For example, dogmen use special hand signals to direct cranes and a spotter for elevated work platforms when they are in direct line of sight of the driver.

A spotter uses a variety of signals that prove to work better than voice commands on site.  Before starting a spotting job, you should ensure both you and the driver know the signals that will be used to communicate.  These signals can include “back-up”, “slow-down”, “move forward”, “stop” and more.

Procedure

Provide communication by using the following:

• Face to face meetings
• Email
• Telephone/Mobile

Preference must be given to face-to-face communication, email, or the mobile/telephone as the main means of communication.

When meeting face to face or via mobile/telephone you must confirm all outcomes in writing via email.

Good practices in cross cultural communication

When communicating with different cultures, there are some good practices to use:

• When communicating with different cultures, there are some good practices to use:
• Avoid slang as slang words are unique to individual cultures and not always interpreted correctly
• Give time for communication and get feedback for clarity of what has been said
• Do not use humour as what is funny might night be funny in another culture
• Do not make inappropriate references to a person’s culture
• Use visual aid such as: flow charts, diagrams, graph, real life case studies
• Be willing to provide additional information
• Concentrate on the reflecting aspect of active listening

Business records

When creating documentation ensure you:

• write in plain English and meet PEER Construction branding guidelines
• insert special conditions into agreements
• keep accurate records of all transactions at each office
• record and document all client interactions
• record all transactions by creating computer files for all clients.