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WorksheetsL2 Communication
Total questions: 20
Worksheet time: 10mins
Which one of the following is responsible for keeping track of costs on a construction project?
Quantity Surveyor.
Clerk of Works.
Architect.
Buyer.
Which one of the following is responsible for designing electrical and mechanical services?
Site engineer
Structural Engineer
Building Surveyer
Building services engineer
Which one of the following would most likely be employed by the local authority?
Quantity Surveyor
Structural Engineer
Building Control Officer
Water Inspector
Which one of the following would not be found in the manufacturer’s instructions?
Servicing requirements.
Commissioning procedures.
Cost of replacement parts.
Appliance dimensions.
Which one of the following details the rough cost of proposed work?
Quotation.
Variation order
Purchase order.
Estimate.
Which one of the following must be confirmed in writing?
An appointment time for visiting a customer.
The position a new radiator will be installed.
A quotation for installing a new bathroom.
An estimate of the cost for proposed work.
The image of a plumbing businesses is most likely to be improved when its operatives
refer any questions or enquires to the office
avoid any direct contact with the customer
tell the customer what they want to hear
respond promptly and politely to the customer.
Which one of the following employee dress codes would promote the most positive company image?
Clean overalls carrying the company name and logo.
Jeans and t-shirt.
Trousers, smart shirt and tie
No formal dress code.
Which one of the following is most likely to contribute to creating a positive image of the plumbing company to the customer?
Extended lunch breaks on site.
Punctual start and finish times.
Getting the job done as quickly as possible.
Leaving the job to attend a break down.
Verbal communication consists of
speaking and listening
speaking and writing
listening and looking
listening and recording.
Which one of the following is considered the most formal method of communication?
Face to face conversation.
Telephone conversation.
Written letter.
Email.
An advantage of communicating verbally with a customer rather than writing a letter is that verbal communication
is a more formal method of communication
is a quicker method of communication
provides a permanent record of the communication
is less open to misinterpretation.
Which one of the following correctly describes the process of arbitration?
Impartial advice about conflict at work.
A method of resolving disputes outside the courts.
An informal meeting to settle disputes between colleagues.
Taking an employer to court to settle a dispute.
Which one of the following organisations provides impartial advice about dealing with conflict at work?
APHC.
HSE.
ACAS.
SummitSkills.
Verbal communication should be supported by written communication when dealing with a customer
with impaired hearing
with impaired vision
with learning difficulties
who doesn’t speak the same language as you.
A level 2 qualified operative can
work on their initiative with no supervision
work on their initiative with some supervision
supervise apprentices on site
only work under full supervision.
Which one of the following sources of information must the operative hand over to the customer after installing a new boiler?
Operating instructions for the newly installed boiler
Mounting template for a newly installed gas boiler.
A copy of the time sheets for plumbers working on a new-build site.
A list of materials including pipe fittings used on an installation.
What do the letters HSE stand for?
Health Services Executive.
Health and Safety Executive.
Health and Safety Employee.
Health Survey Executive.
Which one of the following documents is legally binding?
A work program.
An estimate.
A building contract
Job specification.
A customer service policy will most likely include the
complaints procedure
work start and finish times
price of materials
qualifications of staff.
