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Written Communication
Verbal Interactive Communication
Non-Verbal Communication
Written Communication requires the people involved to have a common understanding of terms and their meaning. This also requires them to use a common language when communicating.
Many forms of workplace communications are written. Some examples
include plans, specifications, sketches, graphs, time charts, site
instructions, work procedures, safety bulletins, meeting agendas, minutes of
meetings, emails and MSDS’s 
etc.
Not all written communication is interactive.
An Australian Standard or Building Code does not normally require feedback. Sometimes questions may be required to clarify some points.
Other written communication requires feedback and discussion.
An architect’s plans may require meetings, letters and discussions with clients, engineers, suppliers and builders before they are understood by all those required to use them.
Verbal interactive communication involves the two parties exchanging information using a common spoken language. This may be done by speaking to a person face to face, using a radio or a telephone. They must pass on clear, precise messages and listen carefully to each other.
One way to assist good verbal communication is to ask for feedback. For example:
When asked to “Go and nail the birdsmouth near the valley over there.”
You may need to ask one or more of the following questions.
“Is that the one on the left or the right of the valley?"
“Shouldn’t I nail all of
them?”
“What is a birdsmouth?”
“Shouldn’t I use a triple-grip?”
“What kind of bird is it, I can’t see it from here?”
The first four questions are being asked to clarify what the person giving the instruction requires. The questions also offer feedback about the level of detail in their first instruction.
The last question gives the person giving the instruction an insight into the type, or perhaps knowledge of person they are asking to do the work. (They could be joking! This may be a barrier to good communication!!)
Being an active listener is important to good verbal communication. Some hints for active listening are:
- Listen – don’t talk
- Make eye contact and watch for non-verbal clues
- Think of the other person’s point of view (empathise)
- Take notes if required
- Don’t interrupt, ask questions only when they have finished making their point
- Ask questions to check your understanding
- Provide feedback
Non-verbal communication messages can be expressed with gestures, facial expressions, signs, signals and other methods. These can be important ways to communicate in difficult circumstances. When a worker is out of normal hearing range a greeting or simple command can be given with hand gestures. A driver can be told to stop a vehicle with a simple hand gesture. In noisy or difficult environments, signals may be given by hand signs or using methods such as whistles. Some crane drivers and dogmen still use whistle signals to help control the crane safely.
Once again, the language used must be a common language. Large aircraft taxiing at an airport are controlled with hand signals. The same signals mean nothing to a construction worker manoeuvring a vehicle to load or unload material.
Non-verbal communication methods that can be used include:
- body language – gestures or posture
- changes in voice – different tones may change the message
- signs, signals or sounds – a common method of conveying information quickly
Remember when using a phone or radio, non-verbal clues cannot be used. There is no point holding your hands up and saying “about that long” when using a phone or radio!
It is essential that all people on the building site have a common understanding of the many terms used on that site.
An example could be when a person on the site refers to a measurement of 368. The common understanding is that all people working or visiting there will know that the measurement is 368 mm. Even the plans for a multi story building will be drawn in millimetres. Imagine being told to dig a hole 750 deep and finding out after you have dug the hole, that it was meant to be 750 mm deep, not 750 cm deep (10 times deeper)!
Another example is when a plasterer asks you to go to the truck and bring back a hawk. They are referring to a tool for holding plaster in one hand while a trowel is used with the other. It has nothing to do with the plasterer’s pet bird.
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