Plumbing level 2 - PP3 - Communications

What is the official method of communication that can help towards a good image if written well?

• Emails

• Letters

• Faxes

• Phone calls

Which communication method has increased dramatically over the past few years due to convenience and speed?

• Phone calls

• Faxes

• Emails

• Letters

What should be used with faxes to convey copies of formal documents?

• Email

• Cover page

• Letterhead

• Envelope

If a customer has a hearing impairment, which of the following should you NOT use?

• Written notes

• Drawings

• Verbal instructions

• Telephone amplifier

If a customer has a visual impairment, what should you do?

• Use more leaflets

• Give more verbal detail

• Use written notes

• Use technology

When communicating with a customer whose first language is not English, you should:

• Speak quickly

• Use slang

• Avoid diagrams

• Use shorter sentences

What is the principle trade union of the plumbing sector?

• JIB

• ACAS

• UNITE

• CSCS

Which organization offers arbitration in large disputes?

• CSCS

• ACAS

• UNITE

• JIB

What can be a consequence of poor communication in the workplace?

• Increased productivity

• Better teamwork

• Improved morale

• Material wastage

What is a CSCS card issued by?

• UNITE

• JIB

• ACAS

• The Institute of Plumbers