Communication

Definition
Communications skills are what make us effective in sharing ideas, thoughts, information and feelings with diverse internal and external audiences, often in cross-cultural situations, in order to develop two-way understanding between the audience and the communicator.

Sub skills
Writing Skills

Oral Skills

Public Speaking

Speaking and listening skills

Level 1


 * Contributes to discussions and pays attention to the timing and setting of discussions


 * Is able to express non-complex ideas, thoughts and feelings


 * Gives feedback honestly and constructively


 * Asks questions when he/she does not understand what is being said or to clarify the issue


 * Listens attentively, uses appropriate tone of voice and is polite

Level 2


 * Makes balanced and effective contribution in difficult situations e.g. conflicts between staff members


 * Communicates ideas clearly, effectively, persuasively to an individual or a group


 * Varies speaking style according to audience


 * States different and/or critical opinions without causing offence


 * Is aware of his/her own and others’ body language


 * Contributes to meetings effectively to ensure all parties can respond and/or participate


 * Delivers presentations effectively


 * Acts as a sounding board for colleagues


 * Listens empathetically (paying attention to words, feelings and thoughts of the speaker, and responding appropriately)

Level 3


 * Motivates, encourages and inspires individuals and groups through appropriate use of language and manner


 * Delivers presentations to internal and external audiences, and handles questions effectively


 * Able to communicate directly and appropriately with senior external stakeholders (e.g. at receptions, presentations etc)


 * Uses consultancy skills (listening, questioning, analysing issues, outlining options etc.) to enhance understanding and help others express and develop their ideas

Understanding purpose

Level 1


 * Judges when to communicate and understands the impact/consequences of his/her message on others


 * Ensures communications are appropriate to purpose and prepares for important discussions


 * Has a basic understanding of the cultural environment in which he/she is communicating

Level 2


 * Develops, implements and evaluates an effective communication strategy and plan


 * Applies level 1 principles in complex communications to diverse audiences


 * Demonstrates an understanding of the wider environment (cultural, political, social etc.) in which he/she is communicating.

Level 3


 * Develops, implements and evaluates an effective communication strategy and plan


 * Applies level 1 principles in complex communications to diverse audiences


 * Demonstrates an understanding of the wider environment (cultural, political, social etc.) in which he/she is communicating.

Understanding the audience

Level 1


 * Identifies and understands the communications needs, expectations and preferences of the audience he/she wants to communicate with


 * Adapts his/her approach for simple messaging to his/her audience

Level 2


 * Analyses the communication needs of new target audiences


 * As appropriate, encourages and generates two-way communications with target audiences to increase mutual understanding and adapt communications as required.

Level 3


 * Uses market research techniques to improve understanding of an audience’s communications preferences and needs (now and in the future)

Understanding tools and media

Level 1


 * Chooses between basic communication methods depending on context

Level 2


 * Is aware of and understands how to use a wide range and the right combination of communication tools as appropriate


 * Understands the impact of different tools


 * Evaluate effectiveness of communications

Level 3


 * Able to plan and manage multi-media communications programme


 * Assesses potential of new and existing communications tools/media


 * Develops new and existing communications tools and media

Knowledge Sharing

Level 1


 * Passes on information proactively and in a timely manner


 * Finds out where knowledge and information are held


 * Is aware of knowledge sharing practices and tools


 * Understands the importance of appropriate knowledge sharing


 * Understands and applies data protection principles

Level 2


 * Demonstrates commitment to sharing information and knowledge with colleagues throughout the organisation


 * Able to build appropriate networks


 * Encourages others to share information and knowledge with one another.

Level 3


 * Able to create knowledge sharing strategy for project/business

Assessment
Current methods used to assess ability in the skill.

Benchmarks
Statements that could serve as comparators for ability.