CommunicationStrategies

Communication Strategies

Communication is essential in any workplace. Not everyone is a natural communicator. It’s a skill, and some people are better at it than others. The world is changing – people expect to be treated well at work. If employers don’t communicate effectively, you may lose your employees to other workplaces. 


Investing in building positive communication skills can


  • reduce potential conflicts 
  • reduce misunderstandings
  • improve employee engagement
  • improve productivity


Clear and effective communication saves time and money for employers because


  • there are fewer misunderstandings about tasks, job roles, etc.
  • employers can focus on day-to-day operations 
  • expectations are clear so employees (including apprentices) are more efficient 
  • apprentices feel supported and heard, leading to greater retention 


Communication isn’t just important for leadership roles. Communication is an essential skill that apprentices must have to succeed in their training and exams.


“Plumbers require good oral communication skills to interact with colleagues, apprentices, supervisors, suppliers, inspectors, clients, and other tradespersons when coordinating work, resolving problems and ensuring safety.” – Red Seal Essential Skills Outline, Plumber (2016)


This section will cover communication strategies that tackle workplace conflict, difficult conversations and inclusivity.

4 Techniques to Build Active Listening Skills


Positive Communication

There are 2 types of communication: verbal and nonverbal. These include all levels of communication, from thinking to yourself to speaking to others to body language. So, what are some strategies you can use to build positive communication skills?


1) Active listening 

Active listening involves your full attention. It’s a skill that can be built with practice. Active listening includes 


  • interpreting what is being said
  • reflecting to yourself on the meaning of the message 
  • responding to what was said
  • paraphrasing to show that you heard the message and want to make sure you understand 


We’ve included an active listening 4 step guide PDF in the resources for this section.


2) Prepare

When you have to communicate with others, whether it’s an apprentice or a customer, take some time to prepare what you are going to say. Going into a conversation with a plan can help you get the message across the right way.  Words are powerful - choose them carefully. Be intentional with what you’re saying to minimize misunderstandings or barriers to communication.


3) Seek clarity 

After communicating, ask the person or group if they understand or have any questions or concerns. When listening to others, ask questions and seek clarification to reduce misunderstandings.


4) Be aware of your tone 

Tone is a form of both verbal and non-verbal communication. Our tone communicates a deeper meaning to what we’re saying. Be aware of your emotions when speaking. Ensure your tone is calm. Even if you’re excited, a louder or more enthusiastic tone can be misunderstood as hostile.


5) Avoid distractions 

Be present. Avoid distractions like your cell phone, conversations, or activities happening around you. Show the listener that you’re engaged in the conversation. If you’re distracted, you can miss important pieces of the message. This can have a negative impact on the conversation and even lead to workplace mishaps.


6) Be clear and concise 

Stick to the content of your message. If you plan ahead, you should know the important points that you want to discuss. This will help eliminate confusion or distractions from the overall message. Being concise will help the listener understand more clearly.


7) Be aware of your body language

About 55% of communication is non-verbal.  It’s important that our body language reflects the message we’re trying to communicate.  Non-verbal communication includes, but isn’t limited to


  • physical space 
  • time 
  • body movements 
  • touch
  • paralanguage, or the nonverbal aspects of speech (tone, volume, pauses, etc.)


The right training and coaching can help you and your leadership team 


  • develop more effective communication skills
  • lead with empathy
  • improve coaching and mentoring skills 
  • build confidence and skills to foster productive teams


Want to learn more about how to be an effective communicator? Check out these free training resources! 



Understanding Microaggressions (Video)

Microaggressions in the Workplace (Video)


Microaggressions


Did you know that Canadians lose up to 55 working days per year due to workplace conflict? Anxiety and isolation are 2 factors that impact whether someone shows up for work. Conflict and mental health play a big role in this. Workplaces with poor communication can lead to anxiety and isolation, which can foster workplace conflict. A safe and healthy workplace benefits employers! It can


  • improve retention 
  • increase productivity 
  • reduce legal risks 
  • improve employee morale


Racism, prejudice and microaggressions add to this issue for employees from different cultures and backgrounds. 


Microaggressions are everyday, subtle comments or behaviours that communicate bias or discrimination toward someone based on their membership in a group that’s discriminated against or subject to stereotypes. Microaggressions can be verbal or nonverbal. They are often unintentional.


Examples of microaggressions include


  • saying someone from another ethnic background looks “exotic”
  • telling someone they don’t look like they belong to a racial group
  • calling women “girls”
  • assuming that someone is in a male-female relationship 
  • telling someone that they don’t possess a negative stereotype associated with the equity-deserving group they identify with
  • avoiding eye contact with someone who has a visible disability
  • continuing to mispronounce a person’s name, or call them a different name, instead of learning how to say it correctly


People who belong to equity-deserving groups are more likely to experience hate speech and microaggressions. This includes people who


  • are from different racial backgrounds
  • have a disability 
  • have different gender identities or sexual orientations


When situations aren’t dealt with quickly and efficiently it promotes a hostile and unsafe work environment. As an employer, it’s your responsibility to make every effort to have a microaggression-free workplace. To do this you can


  • train employees on microaggressions 
  • what they are
  • how to recognize them 
  • the harmful consequences of them
  • how to respond when they experience or see microaggressions in the workplace 
  • create a safe space for employees to approach you with concerns and workplace incidents 
  • review and update policies and procedures to make sure they are free from microaggressions and biases
  • update your code of conduct to include microaggressions and corrective actions if/when they happen
  • have a conversation with employees when you see microaggressions
  • lead by example – participate in anti-microaggression initiatives 
  • head an anti-workplace harassment and bullying committee
  • post information and infographics around the office and worksites 
  • meet with employees and apprentices to discuss workplace conduct and expectations 
  • discuss microaggressions, workplace harassment/bullying and positive communication at team meetings


The mental health of all employees improves when a workplace is inclusive. This starts with building positive and respectful communication. To do this you can



  • lead an anti-harassment and anti-bullying initiative 
  • ensure your workplace violence and harassment policies and procedures are reviewed regularly 
  • include policy review in the onboarding process 
  • have new employees sign policies to confirm that they understand and agree to comply
  • give them an opportunity to ask questions and clarify anything they’re unsure about 
  • communicate expectations around respect and code of conduct 
  • provide mandatory training at all levels

How to Navigate Difficult Conversations Tip Sheet


Sample Scenario

An apprentice isn't logging their work hours. They're expected to enter their hours on the computer every day. You’re constantly reminding them, but the problem continues.  You've decided to sit down with the apprentice to discuss the issue. Here are some strategies you can use to handle this conflict with your apprentice.


You: I’ve noticed that you aren’t entering your hours into the digital logbook every day. I’ve spoken with you about this a few times but it continues. Can you tell me what’s going on?


Here is where your active listening will come into play. Your apprentice may be nervous.  They might not feel comfortable talking about their concerns. 


Apprentice: I’m sorry I just… I hate using the computer… I don’t mean to keep forgetting. I am tracking my hours in my notebook but I don’t always input it in the computer…


The problem is becoming clear. To really understand, you’ll have to ask more probing questions. It’s also important to acknowledge that your apprentice is taking steps to make sure their hours are accurate each day. 


You: I’m happy to hear you’re keeping track of your exact hours. I’m wondering why you hate using the computer?

You can tell the apprentice is uncomfortable with this question. They’re avoiding eye contact and they’re playing with their hands.


Apprentice: I just have such a hard time using the program. I always have to ask someone for help and I feel like they get annoyed. I don’t know why it’s so hard for me. It makes me nervous so I put it off until it’s too late. 

The digital logbook program is old. Consider if the program is the best or only way to log hours. 


You have two options. 

  1. continue using the old program 
  2. allow the apprentice to track their daily hours manually and enter them digitally at the end of the week 

It could also be helpful to provide instructions on how to use the digital logbook next to the computer. 


You: Thank you for being honest with me. We can make a compromise. If you keep tracking your hours manually, you can enter them every Friday instead of every day. I’ll also write out step-by-step instructions for how to use the digital logbook. That way you don’t have to ask anyone for help. How does that sound?


The apprentice is thankful to you and agrees to this compromise. They tell you that they didn’t grow up with a computer and haven't had much experience using one. 


Taking the time to actively listen and identify the root problem is essential when navigating difficult conversations. Remain calm and patient. Be willing to come up with a compromise if possible. Be sure you’re checking in with the apprentice to gauge how they feel about your proposed solution. Approaching your apprentices with kindness and an open mind can build trust and help your apprentice feel comfortable coming to you with future concerns.


Not every conflict resolution attempt will go this smoothly. Practicing these skills can help, but you may have to adapt as you learn about different personalities.



How to Improve Communication Skills


Here are some professional development resources you can share with your trainers and apprentices to improve their communication skills.


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