Clear Communication, Active Listening & Directions
Clear Communication, Active Listening & Directions
Make it easy for people to understand what happens next.
Use concise, respectful language. Listen to the actual question before giving a stock answer. Where environments are noisy, visual confirmation or walking a short distance to point out the route can prevent repeated confusion.
Listen first+
Do not interrupt a customer before you understand whether they need directions, accessibility support, complaint handling or security assistance.
Give landmarks+
Clear directions use simple landmarks and sequence: “Go through the red doors, turn left, then the accessible lift is opposite the information point.”
Confirm understanding+
For complex directions or emergency information, check that the customer understood rather than assuming.
Adapt communication+
Use plain language, written information or approved support for language, hearing, neurodiversity or other communication needs.
Internal call signs and staff terms may mean nothing to the public.
Knowledge check
A customer looks confused after your directions. What should you do?
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