Construction site communication skills are essential for managing projects, resolving issues, and building trust with clients and stakeholders. But how do you balance formal and informal communication styles, and when to use each one? In this article, we'll explore some tips and best practices for effective communication in the construction industry.
The first step to communicate well is to know who you're talking to, and what their expectations and preferences are. Different audiences may require different levels of formality, detail, and tone. For example, a client may want a concise and professional update on the project progress, while a subcontractor may need a more casual and friendly reminder of the deadlines and specifications. To know your audience, you should research their background, role, and goals, and tailor your message accordingly.
Generally, a communication plan is in place and should identify how stakeholders want go be contacted. Upper management who get many emails daily may only need quick updates or reached out to when gield needs aren't being met. Most field level management and workers generally respond to texts with phone calls for more time-sensitive issues.
Consistency is key to strong communication. I deter relationships that change depending on the target audience, it's disingenuous. I speak respectfully to my team and I approach the client the same way. I get told by the team I'm too soft, and the client I'm too hard... At the end of the day, my motivators are always clear (to the benefit of all those around me) and people generally key into the fact I'm there looking out for everyone's interest.
Throughout my career, striking the right balance between formal and informal communication with clients and stakeholders has been crucial. Initially, I tend to lean towards formality, especially in written correspondence, to establish professionalism and trust. Over time, as I build rapport, I'll introduce more informal exchanges during face-to-face meetings or calls, allowing a more relaxed atmosphere to foster. Listening intently has always been key; it informs me when to switch between the two tones. Yet, regardless of the level of informality, I always ensure that the core message remains clear and that respect underscores every interaction.
The second step is to choose the most appropriate channel for your communication, depending on the purpose, urgency, and complexity of your message. Some common channels in the construction industry are email, phone, text, video call, and face-to-face meeting. Each channel has its advantages and disadvantages, and you should consider factors such as speed, clarity, feedback, and record. For example, email is good for sending formal and detailed information, but it may not be the best option for urgent or sensitive issues. Phone or video call can be more personal and interactive, but they may not leave a clear trace of the conversation. Face-to-face meeting can be the most effective and engaging way to communicate, but it may not be feasible or convenient for everyone.
Throughout my decade in project management, the "RAP" method has been invaluable in selecting communication channels: Relevance: Is the message urgent? A phone call might be best. Audience: Know your team's preferences. Some favor emails, others face-to-face chats. Purpose: Need a record? Use email. Brainstorming? A video call could be possible. By considering Relevance, Audience, and Purpose, I've optimized communication, ensuring the right message gets through efficiently.
The third step is to use clear and respectful language in your communication, regardless of the channel or audience. Clear language means using simple and precise words, avoiding jargon and acronyms, and structuring your message logically and coherently. Respectful language means using polite and courteous expressions, addressing people by their names and titles, and acknowledging their opinions and concerns. Using clear and respectful language can help you avoid misunderstandings, conflicts, and errors, and build rapport and credibility with your communication partners.
I always try to start a conversation with a positive comment. I try to never point out blame, but rather state the issue and offer a solution to it. Keeping tough conversations courteous helps build rapport among companies.
The fourth step is to listen and ask questions in your communication, especially when you're receiving information or feedback from others. Listening means paying attention to what the other person is saying, and showing interest and empathy. Asking questions means clarifying any doubts or gaps in your understanding, and confirming or summarizing the main points. Listening and asking questions can help you improve your comprehension, retention, and response, and show that you value and respect the other person's input.
Your trades should subject matter experts so let them offer an explanation or solution to the problem. If there is reason why their solution doesn't work, explain to them why you need it done differently. Maybe the SOW for their work needs to be re-written.
The fifth step is to follow up and follow through in your communication, especially when you're delivering information or instructions to others. Following up means checking in with the other person after the communication, and making sure that they have received and understood your message, and that they have taken the necessary actions. Following through means keeping your promises and commitments, and updating the other person on the status and results of your tasks. Following up and following through can help you ensure accountability, quality, and satisfaction, and build trust and reliability with your communication partners.
Following up and following through show a vendor that you actually care about the point you've brought up. Messages get forgotten, employees don't understand what you want, and unfortunately some employees simply don't want to do what you've asked them to do. "Trust but verify."
The sixth and final step is to adapt and improve your communication skills, based on the feedback and results of your communication. Adapting means adjusting your communication style and strategy, depending on the situation, the channel, and the audience. Improving means seeking and applying constructive criticism, learning from your mistakes, and seeking new knowledge and skills. Adapting and improving your communication skills can help you cope with changing and challenging scenarios, and enhance your performance and reputation in the construction industry.
Also, being proactive, having updated stakeholder information along with communication requirements and preferences, updating it along with the progress of the project and keeping the record of lesson learnt has been helpful for improving my construction communication skills.