Communication

Communication - Definition

The ability to effectively exchange information with stakeholders. This involves communicating through many different channels, including written, verbal, non-verbal, electronic, and presentations. Being an effective communicator is demonstrated by using the appropriate channels at the appropriate times to effectively communicate complex information so the recipient can gain the knowledge necessary as a result.

Technical Specialist:Listens carefully and accurately feeds back the messages heard. Communicates both spoken and written information clearly, concisely, and accurately. Applies the competency in relatively straight-forward and simple situations. Often requires guidance in non-routine situations. Able to communicate basic information effectively. Produces accurate and error-free communication. Promptly responds to inquiries via written, verbal, and electronic communication.

Sr. Technical SpecialistAble to assimilate information from multiple sources, including conflicting messages, and share an accurate assessment with different stakeholders. Understands which information is confidential and which is likely to elicit an emotional response. Demonstrates a developing level of the competency. Applies the competency in somewhat difficult situations. Often requires guidance in moderately difficult situations. Shows employees empathy and respect. Uses discretion when communicating sensitive information.

Professional:Able to prepare and present formal information in a clear, concise, articulate fashion to inform and persuade others. Able to use communication to build trust and forge strong interpersonal relationships. Demonstrates a working or functional level of the competency. Applies the competency effectively in difficult situations. Occasionally requires guidance. Makes themselves accessible to employees at all levels. Corrects employee mistakes in a courteous manner.

Sr. Professional:Able to communicate with multiple constituencies, some of whom have divergent views and objectives, to achieve a common objective. Able to demonstrate the Seven Habits principle of “Seek first to understand, then to be understood.” Demonstrates experienced command of the competency. Applies the competency in considerably difficult situations. Generally requires little or no guidance. Able to facilitate and transfer knowledge effectively. Makes clear and convincing oral presentations. Delivers well-organized, impactful presentations. Listens actively to understand stakeholder concerns at the operational level. Delivers constructive feedback. Ascertains others’ perspective accurately. Creates professional reports effectively for a wide variety of situations.

Leader: Able to explain complex concepts using language that is appropriate for different backgrounds and levels of expertise. Able to negotiate solutions to actual or potential conflicts that are long lasting and effective. Demonstrates in-depth proficiency level of the competency. Applies the competency in uniquely difficult and complex situations. Generally requires no guidance. Able to consult and advise others in developing the competency. Treats individuals from all levels of the University with courtesy and sensitivity. Demonstrates understanding through use of diverse communication tactics. Able to communicate undesirable information effectively in a professional manner. Creates complex technical reports using clear terminology and concise formatting for use by high level decision makers. Reviews, edits, and provides suggestions on technical materials to improve clarity for intended audience.

Sr. Leader:Able to communicate unit direction and inspire others to follow specific strategic initiatives. Able to build consensus with other organizational units, both within and outside the University. Demonstrates broad, in-depth master level proficiency. Applies the competency in exceptionally difficult and most complex situations. Recognized as an organizational authority in exercising the competency. Serves as a key resource, advisor, and leader to others in the area of the competency. Able to comfortably communicate the most difficult information effectively with audiences of all sizes. Able to masterfully facilitate discussions – both large and small – that include strong opposing viewpoints. Able to solicit feedback and buy-in from organizational stakeholders. Negotiates with organizational or external stakeholders to reach the best possible outcomes. Remains consistently open and approachable when resolving highly sensitive and complex issues. Articulates tactful communication that aligns with the organizational culture, political environment, and department objectives. Builds support and inspires confidence through logical and persuasive communications.

How to Develop Communication

University Courses:

· Bachelor’s/Master’s degree in Communications

· M COM 320 - Communication in Organizational Settings

o also available through Independent Study

· COMMS 360 - Communication Management Principles and Theory

· ENGL 316 – Technical Communication

o also available through Independent Study

· ANTHR 312 – Intercultural Communication

o also available through Independent Study

Training / Other Courses:

· Offered through Human Resources Development (HRD)

o Business Etiquette

o Coaching

o Crucial Conversations

o Meetings

o Negotiation

o Unconscious Bias

· Offered through LinkedIn Learning (free premium subscription for all BYU employees)

o Search “Communication” – over 190 courses with wide variety of focuses

o Examples:

§ Communication Foundations (various)

§ Leading with Emotional Intelligence (1h 2m)

§ Effective Listening (1h 8m)

§ Communicating with Confidence (1h 28m)

§ Business Writing Principles (1h 32m)

§ Influencing Others (1h 21m)

§ Public Speaking Foundations (1h 3m)

§ Creating and Giving Business Presentations (1h 16m)

Professional Associations / Certifications:

· Society for Technical Communication (STC)

§ Three levels of Certified Professional Technical Communicator (CPTC): Foundation, Practitioner, and Expert

Books / Publications:

How to Win Friends and Influence People, by Dale Carnegie
Crucial Conversations, by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler
Words That Change Minds, by Shelle Rose Charvet
How to Talk to Anyone, by Leil Lowndes
Just Listen, by Mark Goulston
Building a StoryBrand, by Donald Miller
Thanks for the Feedback: The Science and Art of Receiving Feedback Well, by Douglas Stone
Quiet: The Power of Introverts in a World That Can’t Stop Talking, by Susan Cain
Without Saying a Word, by Kasia Wezowski and Patryk Wezoski
Talking to “Crazy”: How to Deal with the Irrational & Impossible People in Your Life, by Mark Goulston
Lead with a Story, by Paul Smith
Well Said!: Presentations and Conversations That Get Results, by Darlene Price

Experiences:

· Take an online course (i.e. LinkedIn Learning) on designing and delivering an impactful business presentation. Apply those skills directly to an upcoming business presentation. Deliver the presentation using the specific skills learned. Afterwards, review what you did well and what specifically you can improve.

· Choose a good communication-centered book to read. Select two or three co-workers to join you. Meet weekly to discuss the assigned reading. Learn and progress together.

· In your next business conversation, focus on your active listening using established techniques. Evaluate how the discussion went. Identify what you could have done better and make plans to implement them.

· Identify a story you can use to describe a difficult concept you explain to others often.

· Next time you engage in a conversation with someone, pay mindful attention to your non-verbal cues you give off. Identify any tendencies that might be misleading or not support your message. Identify cues you could incorporate to support your communication.

· Consider your overall presence: dress, grooming, posture, hygiene, nonverbal gestures, voice inflection/tone, casualness, etc. Identify any area that does not align with the messages you try to convey. Ask a co-worker for their objective perceptions with the intent to improve.

How to Demonstrate Communication

DO: Describe what you did in completing/achieving your development plan

· Examine how you communicated your development plan to the CDC, your supervisors, and others. What ways did you reach them? What was most effective? What could have been done better?

· Write a formal report about your career journey. Explain with appropriate detail the steps you took as you moved through the process. Share this report with CDC leaders and with your supervisor.

ASSESS: Share, if applicable, any assessments that were taken/provided related to your activities

· Ask co-workers, customers and employees to complete a survey that rates your communication skills. Analyze the results and identify areas for improvement.

· Study areas that you need to improve upon – skills, biases, etc. Develop a 60 day plan to improve one of these items. Share that plan with your supervisor.

LEARN: Explain what you felt that you were able to learn during your journey/experiences

· Outline what you have learned through this process. Share that outline with another member of your community who will start on his/her journey soon.

· If you could re-write your plan and start again, what would you do differently? Share this information with others in a hybrid persuasion/informational presentation.

APPLY: Give specifics examples where you have/plan to make direct application to your work

· Review a presentation, report, or other form of communication that you gave prior to your journey. Revise that item using the skills that you have learned through this process. Share this with a co-worker and ask for feedback.

· Examine how your relationships have or can change through improved communication skills. Talk with a team member about how you can better communicate with him/her.

REFLECT: Review/consider things you would have done differently had you had this experience earlier

· Develop a new plan for communicating with your team. Assess how that plan is different now that you have completed your journey.

· Consider how you can assist others improve their communication skills. Find a tactful yet honest way of communicating improvement opportunities to them.

Some environments in which an individual demonstrates proficient communication include, but are not limited to:

· Active Listening

· Effective Timely Feedback

· Electronic Communication

· Diplomacy

· Facilitation

· Persuasion

· Presentations

· Public Relations

· Verbal Communication

· Written Communication

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