This document provides training on workplace communication skills for plumbers. It discusses the importance of communication in the plumbing industry and covers verbal, written, and visual communication. The key points covered include defining communication, the communication process, tips for effective verbal and written communication like avoiding slang, the use of signs and body language for visual communication, and emphasizing listening as important for good communication. The overall message is that communication is essential for safety and productivity in the plumbing industry.

1. Get Ready to Communicate!
 CPCPCM2002A Welcome to Carry out
interactive workplace communication.
This is a very important part of
Plumbing!

2. CPCPCM2002A
Carry out interactive
workplace communication
 By the end of this session you should
be able to describe what is good
verbal, written & visual communication
and the importance of good
communication in the plumbing
industry.

3. What is Communication?
 Communication is the activity of
conveying meaningful
information, communication requires a
sender
(also called a source), a message, and
an intended recipient (also called a
receiver).
 The communication process is
complete once the receiver has

4. Where do we use
Communication?
 With employers and co workers
 With teachers and fellow students
 To customers and clients
 To suppliers and other trades
 The secret to good communication is
good listening!
In the Plumbing Industry we use
Communication everywhere.

5. The Communications Process
 Communication has stages:

6. The Communications Process
 Source (YOU! The Sender)
◦ As the source of a message you need to
be clear about why, and what you want to
Communicate.

7. The Communications Process
 Message
◦ The message is the information you want
to communicate

8. The Communications Process
 Encoding
◦ This is the process of transferring the
information you want to communicate.

9. The Communications Process
 Channel
◦ Messages are conveyed through
Channels, through verbal (face to
face, phone) and written (emails, text
msg) and visual (hand signals) All
methods of communication.

10. The Communications Process
 Decoding
◦ This is the way the receiver of your
conversation works to understand what
you’re saying.

11. The Communications Process
 Receiver.
◦ Who you’re trying to communicate with.

12. The Communications Process
 Feedback
◦ The way the receiver indicates they have
understood the message, this can be by
verbal and nonverbal reactions. Feedback is
very important to make sure the receiver has
understood the message.

13. Effective Communication
 Is Vital for Industry
 Is important between workers,
 Between Organisations &
 Between Customer & Company
 Is valuable Feedback
 Is a must for any Instructions
 Is essential in OH&S and SAFETY!

14. What is Good
Communication?
 Clear, calm and understandable talk
◦ Don’t cover mouth with hands
 Keep eye contact when talking
◦ It helps the listener understand, their
facial expressions will tell you if they don’t!
 Keep eye contact when LISTENING
◦ Important so you can understand the
message

15. What is Good
Communication?
 Avoid slang language, abbreviations
or acronyms. Here’s a good example
of bad slang!
http://www.youtube.com/watch?v=LmOKwjgYcG4
Group discussion:
◦ What did the faces of the new staff say?
◦ What did the OHS representative do
wrong?

16. Activity 1
Read & complete the case study
about Bob & John and discuss with
another student what both Bob & John
could have done better.
Group Discussion.

17. What is Good
Communication?
 Experts say that communication is
composed of different methods:
words, voice tone and non-verbal
clues. According to research, in a
conversation:
 Words are 7% effective
 Tone of voice is 38% effective
 Non-verbal clues are 55% effective

18. What is Good
Communication?
 Our tone we use when communicating
is very important, a calm tone always
is best.
 Your gestures and body language are
also vital in conveying messages.

19. Body Language at Work
 It’s always good to put those around
you at ease and maintain interest..
 The following tips help people use
body language to an advantage!

20. Body Language at Work
 Good posture is important!
 Lean forward and show you are
engaged in the discussion or person.
 Keep eye contact.

21. Body Language at Work

22. Body Language at Work
 Try not to cross your arms or legs,
 It is perceived as a defensive and
shows a lack of interest.

23. Body language at Work
 Talk and Gesture using your hands
 Do it with confidence and in a
controlled manner

24. Body Language at Work
 Try to avoid pointing directly at
someone,
 Staring for long duration or fidgeting,
 It can make other feels uncomfortable.

25. Body Language at Work
 When you get information from others;
 Respond to the body language given
off by others.
 Use the signs they give as an aid to
understand how they are feeling to
tailor your response.

26. Clear Communication
 Clear communication is also very
important for Good Communication.
 Good listening is essential
 Being ‘In the Moment’ is a key for
Clear Communication

27. Clear Communication
 By being ‘In the Moment’, we become
open and flexible to change
 We become prepared for what ever
happens
 Being prepared allows us to be
successful and productive

28. Clear Communication
 The three C’s
 Communicate to the other person so
they feel:
◦ Comfortable
◦ Confident, and in
◦ Control
◦ Remember the key to Good Communication
is LISTENING.

29. Tips for Good Listening
 Focus and give your FULL
ATTENTION, don’t look out the
window or at what else is going on
around you.
 Let the speaker finish before you
begin to talk, interruption looks like
you aren’t really listening.

30. Tips of Good Listening
 Let yourself finish listening before you
begin to speak. Listening is hard if you
a busy thinking about what you want
to say next.
 Listen for main ideas. The main ideas
are the most important points the
speaker wants to get across.

31. Tips for Good Listening
 Ask questions, especially if you are not sure
what the speakers has just said.
 Give feedback. Repeat back to them in your
own words what you heard, also good body
language will tell the speaker that you are
listening.

32. How to be a Good Listener
Remember:
 LOOK at the person who is talking.
 LISTEN, and don't interrupt.
 ASK questions to find out more.
 NOD, or say something to show you
understand.
 REPEAT what you heard in your own
words.

33. Activity 2
 Oh, is that what you
said..
 Chinese whisper activity.
 One person is to read an original sentence
(provided by the teacher) and repeat it quietly
to the person next to them. The process
continues until it is told to all students, and the
last student writes the sentence on the white
board.

34. Summary
Remember: The communication
process is complete once the receiver
has understood the message of the
sender.
Every good conversation
starts with good listening.

35. Now you’re a good
Communicator!
 Conclusion
 Complete the Learner Quiz
 Next: Written Communication!

36. CPCPCM2002A
Carry out interactive workplace
WRITTEN COMMUNICATION

37. Written Communication
 During this session we will talk about
different types of written
communication that could apply to the
Plumbing industry.
 As an apprentice it is very important
that all written communication is
correct!

38. What is Written Communication?
 Written communication is written
language. When you write, keep in mind
you are writing to be understood.
 If your readers fail to get your message
you have wasted your time and theirs!

39. What is Written Communication?
 Your objective must be to get your
message across as clearly and quickly
as possible.
 You do this by writing in plain
ENGLISH.

40. Where do we use written
language?
 Documents
 TAFE - workbooks
 Taking job instructions
 Taking lunch orders!
 Order forms
 Time sheets
 Phone messages

41. Written Language
Be aware that in the plumbing industry
you have to combine spoken language
(covered in session one) and written
language to make your instructions
clear and understandable to the other
person.

42. Activity 1 – Case Study
Record accurate message
 Here’s a tip on taking good phone
messages
 http://www.ehow.com/video_4401591_
taking-good-phone-messages.html

43. Activity 1 – Case Study
Record accurate message

44. The written word

45. The written word
 DO NOT use text or online
abbreviations in a message at work.
 Let’s take a look at some of the 1,351
online chat and text message
abbreviations that are used everyday
by people.

46. The written word
Examples of text & online abbreviations:
 2EZ = Too easy
 2M2H = Too much too handle
 SOZ = I’m sorry
 CYA = See you later
 UR = Your

47. The written word
 Remember, DO NOT
use any text or online
abbreviations in a
written message or
document in the
workplace. Doing so
can lead to an
enormous
understanding
problem for the
receiver of your
message.

48. The written word
 Here’s a list of what
abbreviations are
used in
discussion, and are
not suitable for
written messages at
work!
 http://www.youtube.co
m/watch?v=ffqzajg4ke
A

49. Activity 2 – WT#??
 In pairs, one student write down what
they got up to on the weekend – with
as much slang and chat abbreviations
as possible! Hand it to the other to
read.
 Can the receiver read you back your
message?

50. Writing a document
As a guide, write your document:
 In a logical order, e.g. from the least
important to the most important – or
vise versa.
 In short sentences, with one main idea
to a paragraph.

51. Writing a document
Do not obscure your meaning by using:
 Ambiguities; e.g. ‘I put the pipe bender
in the truck that had been damaged’;
 Clichés; e.g. ‘Some spat the dummy’
when you mean ‘someone became
upset.

52. Writing a document
Do not obscure your meaning by using:
 Tautologies; e.g. ‘lineal meters’ when
you mean ‘meters’, or ‘on the ladder’
when you mean ‘climb up the ladder’.
 Slang; e.g. ‘mud’ when you mean
‘mortar’ or ‘snake’ when you mean
‘drain cleaning machine.

53. Writing a document
Do not obscure your meaning by using:
 Technical terms; when you are writing
for non-technical readers,
 e.g. ‘Place a 100mm, 20 mpa slab
with F72 mesh’ when you just mean
‘Pour a concrete plinth’

54. Writing a document
 Jargon, slang and technical terms may also
be referred to as ‘metalanguage’; if used
with persons new to the industry or not
familiar with them, these terms may be
confusing and their meaning may be lost.

55. Summary
Remember: The communication
process is complete once the receiver
has understood the message of the
sender.

56. Now you’re an even better
Communicator!
 Conclusion
 Complete the Learner Quiz
 Next: VISUAL Communication!

57. CPCPCM2002A
Carry out interactive workplace
VISUAL COMMUNICATION

58. What is Visual
Communication?
Body Language and workplace signage are two
types of visual communication you will
experience without conversation in the
construction industry.

59. Where do we use Visual
Communication?
 At the workplace / on site
 In TAFE
 Sending messages
 Giving feedback
 With other trades
 At times when noise is too loud to talk

60. Visual Communication and
OH&S
 Signs are a large part of the
Construction Industry and is very
important that every worker knows
how to read the signs.
 Has everybody seen this sign?
 What does it say?

61. Signs
 Everywhere in the Plumbing industry
you will see signs. Some of the signs
you will encounter have words and
images – the images are essential for
people with
English as a second
language.
 Hearing protection must
be worn on this site

62. Signs
 Eye protection must be
worn on this site
(Blue & White indicate PPE)
 No alcohol is permitted
on site
(Red circle with slash indicates
Item is prohibited)

63. Signs
 Some signs, like the no smoking sign
need no words to get the message
across.
Just like these:
 This sign is saying
Drinking the water is
PROHIBITED.

64. Signs
 This sign is telling you that NO
DIGGING is permitted. By hand
(shovel) or machine.

65. Signs
 This sign is saying NO pedestrian
access is permitted.

66. Signs
 Signs are there to assist and inform
workers at all times.

67. Signs
 Sign colours have meaning:
 Blue & White is PPE / Site Safety , each sign says its message
 Green & White is Site and First Aid Information
 Yellow & Black is Danger / Warning information
 Red circle with slash is the action displayed underneath is forbidden
Note the red foreign sign alerting to the universally understood symbols.

68. Activity 1 – Visual Signs
 On the handout, in your own words
what do you think the signs say?

69. Visual communication and
body language
 What do you think this man is saying
through body language?

70. Body Language
 Body language and the signs that can
be given are often used in the
plumbing industry to communicate.

71. Body Language

72. Body Language

73. Body Language

74. Body Language
 Be alert to the messages conveyed by
people’s bodies.
Specific hand signals are used to guide:
 Crane operators
 Surveyors
 Truck drivers
 Excavators
Dogman signalling

75. Body language
Other workers may use hand or body
gestures to tell you, what do you think
the gestures are?
 Watch out for danger
 Stop what you’re doing
 Stay where you are
 Get out quickly
 Watch out above or below you

76. Body language
Other workers may use hand or body
gestures to tell you:
 Watch out behind you
 Lift or lower something in unison
 ‘go over there’ or ‘come over here’
 Come and help quickly

77. Body language
 Facial expression may tell you if another
worker is:
 Concentrating
 In difficulty
 Confused, happy or angry
 Frightened, in pain or ill
 Other workers’ body movements may
indicate that they are in trouble or are
struggling and need assistance.

78. Activity 2 – Body Signs
 In pairs stand 5 meters apart. Using
body language one ask the other to
move closer, go back, closer, stop,
turn left ect until closer, then swap
roles and use body language to ask
the other to move back, using the
same signs.

79. Summary
Remember: The communication
process is complete once the receiver
has understood the message of the
sender.

80. Now you’re the best
Communicator!
 Conclusion
 Complete the Learner Quiz
WELL DONE! You should now be able
to describe what is interactive
communication and the importance of
good communication in the workplace.