Communication is the transfer of facts, ideas, opinions, feelings, and information from one person or group to another.

Communication in the workplace is used to:

• Collaborate with team members.
• Convey important information to staff members.
• Build relationships between colleagues.
• Engage with clients and external stakeholders.

Communication Process

• Communication starts with the sender who encodes the message. Encoding means converting the thought into the message.
• The message is transmitted using a medium: face-to-face meeting, phone call, email, written document or drawing. This transmission can be impacted by noise.
• The person receiving the message then decodes the message. Decoding means the recipient interprets the message to take meaning from it.
• Feedback is the response of the receiver once they have interpreted the message.

Noise

The term noise refers to anything that interferes with the communication process. The following activity provides some examples of communication noise.

Activity

This activity is adapted from content from Lumen Learning.

Click on the Turn button to display an explanation for each noise type. Use the arrow buttons to navigate between cards.

H5P here

Communication can be said to be effective when the recipient obtains the correct information. For a message to be communicated effectively it must be:

• Transmitted to the right people.
• Transmitted using a suitable medium.
• Received in a timely manner.
• Containing accurate information.
• Easily understood by the receiver.

Accuracy

It is vital that project information that is communicated to stakeholders is accurate.

• If the information communicated contains inaccuracies, this can lead to errors within the construction process.
• If the information is correct but is conveyed in an unclear manner, there is a risk of it being misunderstood, which can also lead to errors.
• If documents sent to regulatory bodies such as the local council contain errors, this can result in applications being denied, resulting in the need for resubmission.
• If team members have to keep asking for clarification or verifying information, this can lead to frustration.
• If project documentation regularly contains errors, it can make the project team appear unprofessional.

Checking Message Content

All documents should be checked before they are sent to a recipient. All key information contained in the document should be verified, particularly figures and dates. If a form is being filled in, check that every required field has been completed.

Documents should also be proofread to check that the document does not contain spelling and grammatical errors. Word processing and email apps contain tools that can help check for such errors.

When working on a document that contains multiple versions it is essential to check that the correct one is being sent.

Timeliness

Project efficiency relies on tasks being conducted within the required timeframe and this applies to communication tasks.

• All enquiries should be dealt with promptly. This will help to keep stakeholders onside and build trust and credibility.
• Stakeholders must receive communication as frequently as promised. Late communication reflects poorly on the project.  
• Remember the receiver may need time to digest the message before they can reply. Do not leave requests for information until the last minute.
• When issues and problems are communicated promptly, they can be addressed quickly.
• Ensure council applications are submitted in a timely manner. Some applications have a long wait time and delays in submission will delay the process further.

Benefits to Construction Projects

Effective communication is essential for successful construction projects. Some benefits include:

• Communicating project requirements to all parties, reducing the risk of errors.
• When clear instructions for the day’s work are provided, it leads to worksite efficiency and reduces the risk of errors.
• Improving decision-making by involving relevant parties.
• Specifying project timelines, improving schedule adherence.  
• Successfully engaging with stakeholders, keeping them informed and encouraging active participation.
• Conveying project changes promptly, allowing the team to pivot effectively.  
• Monitoring the project, allowing issues to be identified and addressed promptly.
• Budget adherence where procurement requirements are clearly documented.
• Increased adherence to health and safety instructions, leading to a safer work environment.
• Successful conflict resolution.
• A happier, more engaged team.

Poor communication can lead to mistakes. Mistakes on a building site can result in work needing to be redone which increases costs and causes delays. This can lead to employee stress and result in tension between stakeholders.

You have already learnt about some of the different stakeholders who engage with a construction project. Each stakeholder will need different information communicated to them.

For example, employees and contractors working on-site will need the following information:

• Specifications and plans for the build.
• Material lists.
• Task expectations for the current day’s work.
• Project changes that will impact project progress.
• Safety information.
• Training or information on unfamiliar processes.
• Feedback, both positive and constructive.

Note that the information required will vary over the life of the project. For example, an architect who is hired to produce plans will need the following information over their contract duration.

• Before starting work they would need a PSA detailing contractual requirements.
• At the start of the project, they would need detailed client requirements and site and regulatory information.
• As the design phase is iterative, they would need feedback from the client on initial designs and subsequent revisions.
• As the build progresses, they would need information on any issues pertaining to architectural design.
• At the end of the project, they would want confirmation of completion.

Summary

This topic introduced the communication process and the disruptive concept of noise. It emphasised the importance of effective communication for construction projects in delivering timely and accurate information.

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

In the next topic, you will build on this information to learn about communication methods.