Page 229 - The City and Guilds Textbook: Plumbing Book 1 for the Level 3 Apprenticeship (9189), Level 2 Technical Certificate (8202) and Level 2 Diploma (6035)
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Chapter 4 Planning and supervision
l employees file more grievances (cause for complaint) related to
performance issues
l employees don’t keep their manager informed and avoid talking to management
l employees do their best to hide their professional deficiencies (lack of
or gaps in skills) or performance problems
l employees refuse to take responsibility.
Poor communication in the workplace can disrupt the organisation and cause
strained employee relations and lower productivity, which can often result in
the following problems:
l Time may be lost as instructions may be misunderstood and jobs may have
to be repeated.
l Frustration may develop, as people are not sure of what to do or how to
carry out a task.
l Materials may be wasted.
l People may feel left out if communication is not open and effective.
l Messages may be misinterpreted or misunderstood, causing bad feelings.
l People’s safety may be at risk.
All of these problems will eventually filter down to existing and potential
customers, and when that happens, customer confidence will disappear, leading
to a possible collapse of the company.
VALUES AND BEHAVIOURS
For more information and advice on ways of resolving disputes and avoiding
conflict, visit the ACAS website: www.acas.org.uk
4 THE RESPONSIBILITIES OF
RELEVANT PEOPLE IN THE
BUILDING SERVICES INDUSTRY
Site responsibilities: communicating
with the client
When working as an apprentice, you will meet many different types of clients.
These may include a private customer in a domestic dwelling, a representative
of a customer or managing agent, a contracting customer, or an internal
customer who works within your company.
VALUES AND BEHAVIOURS
Excellent communication skills and good manners all contribute to a strong
professional image and lead to a foundation of respect between the two parties.
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