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GE Communication-Procedure

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153 views5 pages

GE Communication-Procedure

Uploaded by

jokerhacker.in
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Communication Procedure

Communication Procedure page 1 | 5


updated: 12-01-2022
Contents
1. Introduction ............................................................................................................... 3
1.1 Purpose ........................................................................................................................... 3
1.2 Scope .............................................................................................................................. 3
2. Procedure .................................................................................................................. 3
2.1 Face-to-face communication .......................................................................................... 4
2.2 Feedback......................................................................................................................... 4
3. Document authority ................................................................................................... 5

Communication Procedure page 2 | 5


Updated: 12-01-2022
1. Introduction
Gelos Enterprises (Gelos) believes that good communication is the key to creating a
successful organisation. All written and verbal communication must be of the highest
standard to project an image of friendliness, efficiency, accuracy and total professionalism.

(Effective from: DD/MM/20YY)

1.1 Purpose
To provide appropriate protocols for staff to follow.

1.2 Scope
This procedure applies to all employees of Gelos.

2. Procedure
At Gelos, staff will be required to deal with both internal and external clients by telephone,
video call, mail, email or face to face.

Gelos depends on satisfying clients and keeping them satisfied. Good communication will be
achieved by:

• always projecting a positive attitude of the firm through verbal and non-verbal
communication
• using the client’s name; this helps to personalise the relationship with the client.
Use first names only when given permission to do so.
• handling all incoming and outgoing telephone calls by competently using the
features of the telephone system, for example, placing a call on hold, transferring
a call and retrieving voicemail
• practising active listening skills and good questioning techniques – all staff should
be familiar with the use of open and closed questions, paraphrasing,
summarising, attentive body language and using appropriate dispute resolution
techniques

Communication Procedure page 3 | 5


Updated: 12-01-2022
• promptly documenting customer complaints and referring to relevant manager
for action
• writing down important information and checking it for accuracy
• clarifying that all instructions given are understood.

2.1 Face-to-face communication


Face-to-face communication is the best option when a subject needs to be discussed. This
will be helpful to exchange understanding and give the opportunity for questions to be
asked and answered.

Meetings may be held in person, either in the Gelos offices or at the client's office, or via
video conference using Microsoft Teams (or other similar software as determined). This
may include discussions and briefings with clients, team leaders, supervisors and
managers as appropriate.

2.2 Feedback
Active listening and obtaining feedback is very important for effective communication.
Communicating effectively will only happen when feedback is sought and appropriate
action taken to ensure the audience receives the intended meaning.

Important written information such as reports and emails should be supplemented by


face-to-face communication where possible.

All communication must be honest and inclusive. This includes communicating both good
and bad news.

Communication Procedure page 4 | 5


Updated: 12-01-2022
Table 1 – Communication protocols

Message Communication Communicator Audience Frequency


methods

Project Face to face Project managers Project team Weekly


news and Email
updates

Technology Face to face Project managers Project team Weekly


and Email
innovation
updates

Client Face to face Project team Project manager, As required


project Email member client
updates (supplementary)
Telephone

3. Document authority
This Communication Procedure has been authorised by Catherine Dunn the CEO of Gelos
Enterprises and is available to all staff. It has been developed in line with all relevant
legislation, in consultation with committee representatives and will be revised on a regular
basis.

Approval date: 10/09/20XX

Communication Procedure page 5 | 5


Updated: 12-01-2022

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