Communication Techniques

The language used in both verbal and written communication can influence how the message is received and understood.

Formal Language

Formal language is used in serious or official communications. Most communication with external stakeholders will use formal language, to demonstrate respect and indicate that this is an exchange of business information.  

Aspects of formal language include the following.

• Recipients are addressed politely using formal titles.
• Slang and colloquialisms are avoided.
• First-person pronouns such as ‘I’ and ‘We’ are avoided.
• Words in all caps are avoided as these are the equivalent of shouting.
• Exclamation marks are avoided, as these are seen as overly enthusiastic.
• Contractions are avoided, e.g. you would write ‘will not’ rather than ‘won’t’.
• Written documents may be divided up into sections with headings.
• Documents are checked, and spelling and grammatical errors are amended. Spelling and grammatical errors in documents reflect poorly on the sender.  

Using Formal Language

Formal spoken language tends to be used in meetings/hui with clients. Formal written language is used in documents such as business letters, applications and contracts.

Emails are not as formal a communication method as a letter or report. However, when sending an email to an external stakeholder it is important to:

• add an email subject line that accurately reflects the content of the email
• use a polite greeting
• use formal language
• add a polite signoff
• check and proofread the message before sending it.

Informal Language

Informal language is the everyday language we use when communicating with friends and colleagues. Informal language tends to be relaxed and personal. Slang, colloquialisms and first-person pronouns are used. A friendly, joking tone can be employed.

Activity

Read the following email. The use of informal language has been emphasised.

Activity

You have received the following email from a client with complaints that need resolving.

Draft an email to send to Mr Ye using a word processing application. Use language that is suited to the communication mode and message.  

Information to include:

• Explain that it is company policy not to start work before 7.00 and that you will remind all staff and ensure contractors are informed.
• Assure them that the cracked pavement will be rectified, but there is no point in doing so at this time because trucks still need to cross the pavement there to access the right of way. As soon as all equipment has been removed from the site and you can be sure that no more heavy vehicles will cross the pavement, you will arrange to have the pavement fixed.
• Ask them to pass on your apologies to the affected neighbours.
• Sign off the email as the site manager.

Once you have drafted your email, see below for a possible model answer.

Jargon

Jargon is specialised terminology used by a particular group or profession. These terms will be easily understood by people in the group but may be incomprehensible to outsiders. It is important to only use jargon when you are communicating with stakeholders who you are sure will understand it. Tailor the language you use to the audience.

Abbreviations

An abbreviation is a shortened version of a word or phrase. Examples of abbreviations used in the construction industry include:

• ASPH = Asphalt
• DIMS = dimensions
• PNT = paint

An initialism is a type of abbreviation, where a new term is created from the first letters of a phrase.

• CCC = code of compliance certificate
• DPM = damp-proof membrane
• FCL = finished ceiling level

Abbreviations are used widely in the construction industry. They are used to speed up written and verbal communication. Why write out a whole term when you can write a short abbreviation? It is much easier to write EPDM than Ethylene Propylene Diene M-Class. However, many abbreviations will not be understood by people outside of the industry.

Activity

Click on the following link to access a list of construction acronyms provided by Sitemate. How many of the acronyms did you already know?

Other Technical Terms

Other technical words and phrases used by construction industry professionals need to be used with care when discussing the project with non-experts.

For example, there are a range of documents which are used in construction projects. A person who is not part of the industry will not necessarily understand the purpose of documents such as:

• Project Information Memorandum
• Certificate for Public Use
• Memorandum of Licensed Building Practitioners
• Truss design producer statement (PS1).

Construction professionals may also refer to codes from legislation or standards, without defining what the numbers refer to. For example:

• Rule C.1.9(2)
• 87BA(6) of the RMA.

Using codes when communicating with fellow professionals is acceptable. However, when communicating with a layperson, ensure that every code is explained fully.

Use of Jargon

If you are communicating with a layperson, it is important to use plain language to aid comprehension. However, it is not always possible to avoid all jargon. A contract will need to use some technical terms. Architectural drawings may be annotated with technical terms. In these cases, make sure that you provide explanations for all jargon and abbreviations used.  

Interdisciplinary Jargon Use

There are many different professional groups within the construction umbrella. Each may have their own jargon. There may be terms used by an architect, engineer or draftsperson that are not readily understood by a builder and vice versa. It is important to consider this when creating documents that will be accessed by a wide range of internal stakeholders.

Essential Jargon

There will be some jargon that will be necessary for people to learn. Everyone within a small team will need to understand the abbreviations and terms their colleagues use regularly. Managers will need to ensure that new staff understand and use terms correctly.  

The following is an excerpt from a report sent to a client, providing recommendations for a soakage system. The emphasised text are examples of words or phrases that may need further explanation to a layperson.

Active listening is a communication technique that involves listening purposefully and actively engaging with the speaker. It is used to form a connection with the speaker and understand the intent behind the message.

The following strategies will strengthen your active listening skills.

Pay Attention

It is important to be fully present in the conversation. Give the speaker your full attention and recognise what he or she is saying.

• Look the speaker in the eye when they are speaking.
• Do not allow yourself to be distracted by environmental factors such as phone calls or office noise.
• Do not allow yourself to daydream or let your thoughts drift away from the conversation.
• Watch the speaker to identify the emotion behind the message.

Demonstrate Attention

To demonstrate that you are engaged, use your body language and gestures.

• Nod now and again to demonstrate engagement.
• Use a variety of facial emotions, including a smile.
• Make sure you're standing with an open stance facing towards the speaker.
• Small verbal replies such as ‘yes’ or ‘hmm’ can encourage the speaker to continue.

Respond Appropriately

Active listening should be a two-way street. Providing feedback to the speaker demonstrates that you have understood the message.

• Paraphrase the message back to the speaker, e.g. try saying ‘What I am hearing is…’. This demonstrates your understanding of the message and makes the speaker feel heard.  
• Let the speaker finish each point before asking questions.
• Ask questions to confirm your understanding and encourage dialogue.
• Be non-judgemental in your responses. Try and empathise with the speaker.

Benefits of Active Listening

Engaging in active listening will improve your communication skills, and make you appear professional in your interactions.

Activity

Click on the Turn button to display an explanation for each benefit of active listening. Use the arrow buttons to navigate between cards.

Use Your Voice

The way you use your voice can impact the effectiveness of verbal communication.

• Speak at an appropriate volume: Modify the volume of your speech to match the number of participants and the location. If you are in a noisy location, check you are speaking loudly enough to be heard over the noise.
• Vary your pitch: Pitch is the high/lowness of a spoken voice. Varying the pitch can convey emotion and excitement. Speaking in a monotone can cause the listener to lose focus.
• Pace your spoken words appropriately: Speak at a moderate pace so that participants can keep up. Pauses can add emphasis.
• Articulate clearly: Pronounce each word clearly; avoid mumbling.  

Providing Spoken Instructions

Providing clear and comprehensive instructions is a crucial skill for construction workers. To give instructions effectively, try this step-by-step approach:

• Focus on essential details to avoid overwhelming the recipient.
• A clear plan, whether to provide on-site instructions or during training, is crucial. It ensures tasks are completed according to instructions, aiding in upskilling and employee performance.
• Check that the recipients have understood your instructions by seeking feedback:
  • Encourage the audience to ask questions.
  • Encourage an environment where people feel free to ask for clarification without feeling foolish.
  • Ask participants to repeat key instructions back to you. This allows you to correct missed steps or misunderstandings.

Non-verbal communication (also called body language) is the transmission of information without using words. When you are talking to someone face-to-face, your spoken words make up only a portion of the message you convey. The rest is conveyed by your non-verbal cues. Being aware of non-verbal communication in yourself and others will make you a more effective communicator.

Non-verbal communication includes the following:

• Facial expressions
• Body positioning
• Gestures

Facial Expressions

Facial expressions are formed by movements of the muscles of the face. Facial expressions may be made consciously or unconsciously. They can provide insight into what a person is feeling and what their intentions are.

The following facial expressions are universally understood across all cultures:

• happiness
• sadness
• fear
• anger
• surprise
• disgust

Facial Expressions and Communication

If you only listen to a person’s words and ignore their facial expressions, you risk missing some of the message. When conversing with someone you should observe their facial expressions both when they speak and when they listen. This might help you identify if they:

• are annoyed or upset at the information being discussed
• are confused by the information you are imparting
• are excited by the topic being discussed
• are being untruthful.

Displaying Facial Expressions

How can you use your own facial expressions to enhance your communication skills? Many facial expressions are made unconsciously, but being aware of your expressions and the message they convey will help you identify how you can use them to improve your communication.

Consider the following:

• Be genuine: if insincere expressions are detected, trust will be lost.
• Vary your expressions when talking. Do not try and maintain a permanent smile.
• Suit your expression to the message. Sombre news should be delivered with different facial expressions than exciting news.
• Facial expressions can help with active listening. Smiling and raising eyebrows can demonstrate engagement with the speaker.
• Mirroring the speaker's expressions can also demonstrate engagement but be careful to avoid obvious mimicry.

Body Positioning

Body positioning refers to the way the whole body is placed and moved during communication.

Open and Closed Body Positioning

A person with a closed body position may have their arms or legs folded or be facing away from the speaker. Hands may be clenched or fidgeting. This forms a barrier that can indicate disinterest or discomfort.

A person with an open body position will face the person they are conversing with. They will not form a barrier with arms or legs and hands will be relaxed. When conversing, try to use an open body position, as this helps build a rapport by demonstrating that you are receptive to the message.

Proximity

Proximity refers to the distance between you and the person you are conversing with. People will get uncomfortable if you misjudge proximity when communicating with them. Getting too close can make people feel awkward, but if you are too far away, the impact of the communication can be reduced.

_{Edward Hall described the following proximity zones (Ref: Hall, 1959).}

• The intimate zone is reserved for close friends and family.
• The personal zone is for friends and colleagues.
• The social zone is for casual conversations and new acquaintances.
• The public zone is for interactions with strangers.

The distances shown in the diagram above are approximate. The distance at which a person feels comfortable depends on a range of factors.  

• Some people have a personal preference for close proximity whilst others prefer distance.  
• Urban dwellers may require less personal space than rural dwellers.
• Different expectations for personal space also depend on culture. People from Latin American or Middle Eastern countries tend to feel comfortable standing closer than people from the United Kingdom and the Commonwealth.

When talking to someone with different expectations around personal space, you may find that they move closer or further away than you expect. Look for signs of discomfort and adjust your proximity as required.

Eye Contact

Eye contact is when you meet someone’s eyes directly. Too much or too little eye contact can negatively impact communication. Staring into a person’s eyes can be intimidating. However, avoiding all eye contact can indicate disinterest, anxiety or guilt. Good eye contact finds a balance between meeting the person’s eyes and looking away.

Maintaining good eye contact has the following benefits.

• It gives the impression of sincerity and trustworthiness.
• It conveys interest in the topic being discussed.
• It can make you look confident and help persuade others.
• You can read the other person’s facial expressions.
• You can judge whether the other person has understood you.
• It adds emotional impact to the spoken words.

The acceptable amount of eye contact depends on the relationship. It is easier to maintain eye contact with a family member or close friend than with a stranger.

Culture can determine the acceptable amount of eye contact that is deemed appropriate. In Japan, avoiding direct eye contact is considered polite. Neurodiverse people may also find it difficult to maintain eye contact.

When communicating with stakeholders, try to maintain an appropriate level of eye contact. Remember if the person you are talking to avoids eye contact, this might be indicative of cultural differences rather than a sign of disinterest.

Gestures

Gestures are a form of non-verbal communication where bodily actions are used to convey a message. Gestures can be a useful communication tool in noisy environments or where people are wearing ear protection, such as a busy construction site.   

In order for them to work, gestures need to be understood by all parties. Many hand signals used on construction sites are easily understood. Examples include the thumbs-up sign, which means okay or correct. Or a hand held up with the palm facing outwards to mean 'stop'. 

Some industries use a proscribed set of gestures. For example, crane operators in New Zealand use the Approved Code of Practice for Crane’s hand signals.  

Be aware that the meaning of gestures can vary between different cultures.

Activity

Click on the Turn button to display information on cultural interpretations of each gesture. Use the arrow buttons to navigate between cards.

It is important to adapt the language and terminology used to match the audience. An effective communicator will also adapt their communication style to better suit the audience.

Cross-Cultural Communication

Diversity in people’s cultural backgrounds is a result of the key differences in race, gender, sex, religion, and age, among others. When people from different cultures interact and attempt to share or exchange information with each other, cross-cultural communication takes place.

Construction project stakeholders will come from a range of cultural groups. Adapting communication approaches as required will help to build positive relationships with all stakeholders. It also promotes inclusivity, by creating an environment where everyone feels they can participate fully in the project.

The following techniques can be useful in cross-cultural communication.

Develop Cultural Awareness

It is essential that you develop cultural awareness before you attempt cross-cultural communication. This means having an open mind and remembering that the conventions you have been accustomed to are not the only ones that exist.

Along with having the right mindset, it is also important to have sufficient knowledge regarding the culture of those you will communicate with. To aid you, you may undergo cross-cultural training and/or take time to research different cultures. If in doubt about any cultural practices, clarify with the person and show that you are willing to learn about a different culture.

Cultural barriers in a construction setting could include the following:

• Some cultures discourage young people from questioning their elders. This could make an apprentice unwilling to seek clarification from their supervisor.
• Cultures show respect for authority figures in different ways. Direct eye contact might be encouraged on a building site to ensure comprehension, but in some cultures this could be viewed as disrespectful. 
• Conflict resolution styles may vary. Some cultures prefer to face problems head-on, whereas others may prioritise maintaining relationships. This can lead to awkward interactions.

Practise Active Listening

As mentioned previously, active listening enhances communication. There are many differences in the communicative behaviours of parties who engage in cross-cultural communication, so the importance of active listening is further reinforced in this context. It is crucial to pay attention to both verbal and non-verbal cues while you communicate. Avoid dominating the conversation and encourage fair turn-taking. Use verbal cues to indicate that you are actively listening to the person speaking and ask questions or clarifications on what is being discussed. Likewise, use nonverbal cues like leaning in and nodding to indicate that you are interested in and paying attention to the speaker.

Careful Use of Language

Remember that words may hold different kinds of meanings, the denotation (i.e. the literal or dictionary definition) and the connotation (i.e. meanings associated with the word based on personal and cultural context). To avoid misunderstanding, use simple words and avoid language that is vague or ambiguous. It is also best to avoid slang and use humour with caution as these may be interpreted differently.

Observe Non-Verbal Elements

It is important to be mindful of how you say what you choose to say. Along with the non-verbal cues that demonstrate active listening, use a professional tone and voice while speaking. This generally indicates sincerity and respect. You can also maintain eye contact and use gestures with caution, to avoid cross-cultural misunderstanding.

Stakeholders with English as a Second Language

New Zealand is a multicultural country. The 2018 Census showed that over 27% of the population at that time were born overseas (ref: Stats NZ).

People who have English as a second language may present communication challenges. Consider the following:

• Use clear and concise language, avoiding terminology that might be difficult to understand.
• Speak slowly – New Zealanders tend to speak quickly.
• Pronounce words clearly, but do not exaggerate too much.
• Leverage body language and gestures, or visual communication tools.
• Recognise that people who have a strong grasp of spoken English may still struggle with written English.
• Consider using a translation app such as Google Translate.

Communicating with Māori

Stakeholder meetings with iwi Māori may be required for large projects. Successful engagement will lead to improved decision making and better project outcomes. Hui (meetings) with Māori stakeholders may be formal events, applying tikanga Māori. In Māori terms, following tikanga means behaving in culturally appropriate ways. This may include using pepeha to introduce participants. Using a pepeha can demonstrate cultural respect and understanding and help establish trust.

Pepeha

Pepeha is a way of introducing yourself in Te Reo Māori while establishing your identity and heritage.

Pepeha for Non-Māori

There is some debate as to how non-Māori should pepeha. Some claim there is a risk of cultural appropriation. Others claim that the traditional pepeha format does not make sense for non-Māori to follow.

Activity

Te Reo Māori Phrases

Te reo Māori (the Māori language) is considered a national taonga (treasure) and is undergoing a revival. You will encounter te reo words in everyday conversations as well as professional contexts. Learning greetings and sign-offs in te reo Māori will be useful.

Activity

Summary

This topic provided a guide for the use of formal and informal language. It emphasised the importance of adopting a respectful tone in all workplace communications. It provided guidance for when jargon should and should not be used.

Techniques for improving your professional interactions were shared including active listening and using your voice effectively. The important role that non-verbal communication plays was discussed, and you were provided with some guidance on body positioning, eye contact and the use of gestures.

Adapting communication to suit the audience is an important skill. This topic provided guidance for communicating with people with English as a second language. It will also help you communicate respectfully with Māori and people from other cultures.

If you have any questions about this topic, add them to the Topic questions thread in the forum.

The next topic deals with a specific aspect of communication—conflict resolution.