Page 225 - The City and Guilds Textbook: Plumbing Book 1 for the Level 3 Apprenticeship (9189), Level 2 Technical Certificate (8202) and Level 2 Diploma (6035)

Chapter 4 Planning and supervision

Written communication

Letters
Letters are an official method of communication and are usually easier to
understand than verbal communication. Good written communication can
help towards the success of any company by portraying a professional image
and building goodwill. Official company business should always be in written
form, usually on the company’s headed paper, and should have a clear layout.
The content of the letter must be well written, using good English and correct
grammar, and divided into logical paragraphs. Examples of business letters are sales
letters, information letters, general enquiry or problem-solving letters, and so on.

Email

Emails have emerged as a hugely popular form of communication because of the
speed that the information they contain is transferred to the recipient. As with
letters, they should be well written and laid out, using correct grammar and
spelling to convey professionalism, whether the recipient is a client, customer or
colleague.

Faxes
Faxes are another useful form of communication for businesses. They are
used mainly for conveying documents such as orders, invoices, statements
and contracts, where the recipient may wish to see an authorising signature.
Again, the basic rules apply with regard to layout, grammar and content.
Remember to always use a cover page that is appropriate for your company.
This is an external communication that reflects the business and company.

Verbal communication

The general rule of good, effective communication is that you should think
beforehand about the kind of information you will need to give and what
information you will expect to receive. You should always make sure that your
language, tone and body language are appropriate in terms of what you are saying
and to whom you are saying it. Good communication is crucial if you are to carry
out your job safely and efficiently, and you may need to adapt your communication
skills to deal effectively with some individuals and groups. The principle behind
effective communication is making sure that both parties completely understand
each other. You may need to take into account the following factors.

Physical disabilities
When communicating with a customer, colleague or site visitor with a hearing
impairment, you may need to:

l use written notes or drawings to reinforce verbal information
l use appropriate written information (such as a sales leaflet, manufacturer’s
literature or guides) to make sure that both you and the other person
understand what is being referred to; if available and appropriate, use other
means of technology (telephone amplifiers, etc.) to help communication.

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