Why Communication Is Your Most Powerful Tool  

26th March 2025 | News

“The single biggest problem in communication is the illusion that it has taken place” – George Bernard Shaw

In the construction industry, clear and effective communication can be the difference between a project delivered in a seamless manner and one with escalating costs, extended programmes etc.

Our company values of honesty, openness, integrity and flexibility, are directly reflected in the importance we as a company place on good communication. This builds the most important part of any relationship, which is mutual respect and trust exemplified in our business by our continued track record of building strong teams with our people, supply chain and clients.

In this article we wanted to explore some common communication errors that teams in our industry can face and how we work to mitigate them in line with our core values.

Not Setting Clear Expectations Early On

Mistake: One of the most common issues arise when client teams, supply chain and contractors have different expectations, from what is achievable, within the available timeframe or budget.  Typically, contractors will sometimes avoid difficult conversations in the early stages to not ‘rock the boat’.

Solution: The most valuable meetings throughout the tender, post tender or pre-construction periods are those which address difficult discussions around timeline, budget constraints and other variables and we have learnt that it’s important not to shy away from it to ensure that an open, transparent and collaborative approach can be achieved between all parties whether that’s our supply chain partners, design teams, consultants or clients.

Benefit: Being open, honest and working together collaboratively ensures the project has the greatest chance of running smoothly.  Relationships built on trust and mutual respect are not only a major asset to any scheme but also more likely to lead to repeat business and client referrals.

Inconsistent Communication Throughout The Project

Mistake: Not keeping clients, their teams or supply chain partners in the loop on progress, good or bad.  This can lead to everyone feeling uneasy about the project and more importantly going against the honest and collaborative approach we have set out prior to entering the contract.

Solution: Having regular weekly site walk around meetings and monthly site progress meetings, is the way we look to overcome the challenges and risks of a project together and find efficient collaborative solutions with our supply chain partners and client teams.

Benefit: Face to face contact and consistent written communication (if it isn’t written down, it hasn’t been recorded).  Both build confidence and reassurance, whilst helping to avoid escalation if issues arise.

Failure To Listen Properly And Address Concerns Promptly

Mistake: Initial low-key concerns or questions are raised, but if these are not addressed in a timely manner then it can cause the party to feel frustration or feeling that they are being ignored and not taken seriously.

Solution: It is extremely important that you listen and address any concerns raised.  Even if the solution takes time, being responsive and keeping everyone updated with the actions being taken shows that you respect them.

Benefit: Timely responses focusing on collaborative solutions improves trust and demonstrates that our company values feedback. Most importantly it fosters a no blame culture!

Lack Of Transparency About Potential Issues

Mistake: Failing to discuss potential issues such as programme delays or additional costs, doesn’t make the problem go away.  It can cause further issues by not addressing them earlier.

Solution: Communicating and managing expectations for all parties is critical. It provides reassurance, honesty and ensures a collaborative plan is implemented.

Benefit: Honesty builds respect and trust, where it is recognised that you are committed to solving any issues as a team.

Everyone can agree that effective communication is essential in all good relationships. Yet it feels even more crucial in Construction, an industry where reputation is key to business growth and success.  Embedding good communication techniques into your company culture, ensures trust, improves overall job satisfaction and delivers efficient projects at a sustainable margin.

Open and honest communication proves integrity, turning one-off customers into loyal advocates for your business.  However, it cannot be forgotten that collaborative relationships are by their very nature a two-way street so success will only be achieved if all parties adopt the same philosophy where mutual respect and trust is at the heart of what we all do.

Author: Alex Jenkins