Communication

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Communicating clearly at all times. This includes communication within our organisation, as well as with consumers.

  • Always
  • Often
  • Sometimes
  • Rarely
  • Never
  • N/A
Communicating clearly in interactions with consumers
We promote clear and effective verbal communication with consumers by:
using plain language to explain technical concepts
checking our consumers understand the information we give them
making sure our physical environment supports effective communication (eg. having quiet areas for conversations, good lighting)
using active listening skills
approaching consumers with empathy, openness, and curiosity.
Communicating clearly within our organisation
We promote clear and effective communication within our organisation by:
checking that our internal documents and resources are clear and concise
modelling clear communication in all our processes
encouraging staff to report any communication issues
addressing communication issues as they happen.
Communicating clearly with consumers in our documents and resources
We promote clear and effective written communication with consumers by:
using plain English wherever possible in our documents and resources for consumers (brochures, booklets, forms, websites, or surveys)
using other ways to communicate with consumers (alongside written information), such as videos or face-to-face communication
supporting people to complete documents (such as forms or surveys) as needed
ensuring our website and other resources are useable by people with disabilities (for example, using text that can be made bigger, providing captions for video and images)
providing communication in other common languages (translated by high-quality translation services)
regularly reviewing resources to make sure they are accurate and easily understood
adapting or removing resources that are out of date or hard to understand.