在2014年的专业责任调查中，ACEC发现沟通不佳涉及所有索赔的50％。XLDP是设计专业人士专业责任保险的主要作家，多年来一直意识到这一点。他们的“风险驱动程序”研究确定了许多导致专业责任索赔，沟通或缺乏沟通或缺乏沟通的“非技术”因素。

There is no question that effective communication will substantially reduce the likelihood of an E&O (errors and omissions) claim and help reduce the severity of those claims that do occur. So how good is your Communication SOP? Does your staff know what is expected of them when it comes to communicating with others and documenting all of the details on their projects?

我们已经开发出一种交流最佳实践ocument that deals with both the minimum standards and the best practices for communication and documentation. While you may not feel the need to develop a full-blown Best Practices SOP, there are certain items you should make your staff aware of.

A very simple first rule is this: Any conversations, discussions or commitments that are even remotely important need to be documented in writing. This may be an email back to the other party confirming what was discussed, or it may be a note to attach to the project file. Regardless, it needs to be documented. If it isn’t in writing, it didn’t happen!

It is critical that your communications clearly spell out who is to do what and by when. It is equally important to follow through on your commitments and follow up on the commitments of others. This requires clarity and discipline. If you tell someone you will do something by a certain date, you need to follow through or at a minimum alert the other side that you can’t make the original deadline and set a new one. Unfulfilled commitments are often the basis of a claim.

书面交流也需要清楚。您的主题行是否表达了信件的主题？如果主题行与它们无关，许多人删除了删除，因此请确保其准确。避免发送长电子邮件字符串，这些电子邮件字符串要求对方阅读整个字符串，以尝试找出您要它们做什么。您是否校对您要发送的内容？另一方会理解他们的期望吗？您是否拼写检查并检查了语法？您在发送发送之前会仔细检查收件人吗？

在您的沟通和信件中完全客观化也很重要。您绝不应该说或写任何关于任何事情或任何您不希望在法院重复的人。一切都可以发现！我们在幼儿园中学到的规则在这里适用：如果您没有话要说，请不要说什么。

有效的对话和写作技巧对于任何业务的成功至关重要，好消息是可以学习这些技能。对自己和您的员工进行有效的沟通教育是一项可靠的投资。