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Elements and Performance Criteria

  1. Plan and prepare communication
  2. Identify communication types and networks within the enterprise
  3. Follow enterprise conventions, policies and procedures when planning and preparing communication activities
  4. Select communication channels and codes appropriate to objectives, circumstances and receivers
  5. Plan communication and structure to promote the accurate transfer of meaning
  6. Establish communication setting and climate appropriate to purpose and content of message
  7. Prepare or obtain required resources
  8. Communicate effectively in interpersonal, mediated and group settings
  9. Use verbal and non-verbal language appropriate to the topic, sensitivities and technical understanding of the persons being addressed
  10. Respect and consider individual differences
  11. Adhere to purpose and objectives of communication
  12. Encourage participation in communication
  13. Follow conventions, rules, policies and procedures during communication activity
  14. Evaluate communication
  15. Assess outcomes against communication objectives and selected channels and codes
  16. Identify communication barriers and determine and implement strategies for overcoming barriers

Range Statement

This field allows for different work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included.

Communication types include one (1) or more of the following:

upward:

reporting

suggestions

grievances

downward:

policy and procedures

job instruction

feedback

information sharing

horizontal:

task coordination

conflict resolution

discussion

problem solving

information sharing

Communication networks include one (1) or more of the following:

hierarchies

patterns or clusters of personnel

enterprise conventions, protocols and procedures for communication

Communication channels and codes include one (1) or more of the following:

written

verbal:

spoken

visual

sound media

non-verbal:

visual

sound

touch

taste and smell and combinations of these

codes that give mutual meaning to a message:

verbal (spoken or written language)

non-verbal (symbols, emblems, body language)

Effective communication skills, strategies and principles include one (1) or more of the following:

questioning and clarifying

speaking and conversation skills

effective and active listening

reading and comprehension skills

giving and receiving feedback

giving and interpreting verbal and non-verbal messages

using the telephone and similar mediated channels

establishing communication climate

basic conflict resolution

seeking and acknowledging contribution

agreeing on communication protocols

clarifying the purpose of the communication activity

principles and protocols for informal and formal meetings

principles and protocols for speaking to a group

group discussion strategies, principles and protocols

interpersonal strategies and principles

Communication activities include one (1) or more of the following:

letters, memos or emails

telephone calls

meetings

individual discussion

task coordination

information sharing

small group discussions

writing reports

counselling co-workers

resolving issues or routine conflicts

talks or speeches

Individual differencesinclude one (1) or more of the following:

ethnicity

age

gender

ability / disability

opinions / beliefs

sexual orientation

language

status in the organisation

level of expertise