Level 2 Information Technology Cambridge Technical

Principles of effective communication

Good Communication Practices

• Clarity: Communicate in clear, concise language avoiding jargon and technical terms where possible.
• Precision: Ensure the information is accurate and, when replying to queries, directly address the issue raised.
• Timeliness: All communications should be sent at the most suitable time and any responses should not be delayed.
• Respect: Maintain a level of professionalism in all correspondences.

Active Listening

• Understanding: Make sure you fully understand what's being communicated, asking for clarification if necessary.
• Responding: Show that you have understood by responding succinctly, accurately, and constructively to the information.
• Distraction-Free: Ensure that you minimise distractions to fully engage in the communication.

Written Communication

• Use of Language: Assume that the audience may not have the technical language and so explain clearly and in easy-to-understand terms.
• Grammar and Spelling: Misinterpretations can result from incorrect grammar and spelling; use tools to keep this in check.
• Formatting: Break down information in paragraphs, bullet points, and headings for easy reading.

Oral Communication

• Clarity of Speech: Speak clearly, with a good rate of speech, and make sure to enunciate your words.
• Volume: Adjust your volume to suit the environment, it should be loud enough to be heard clearly but not too loud.

Non-Verbal Communication

• Body Language: Gestures, facial expressions, and posture communicate a lot about your confidence and attitude to listeners.
• Eye Contact: This helps to develop a connection with the listener and shows you are paying attention.
• Tone and Pitch: Variations in these can alter the meaning of what is being said; they should match the message being conveyed.

Communication Through Technology

• Appropriate Channel: Choose the most suitable medium for communication. Email might be best for formal communication while instant messaging might suit urgent matters.
• Netiquette: Respect the norms and etiquette specific to each form of online communication.
• Data Protection: Be aware of the laws and organisational guidelines regarding data protection when communicating electronically.