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Human Resources Community

Communication

Definition of Communication

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.

Assistant/Associate: Listens carefully and communicates both spoken and written information clearly, concisely, and accurately. Promptly responds to inquiries via written, verbal, and electronic communication.

Able 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. Shows employees empathy and respect. Uses discretion when communicating sensitive information.

Senior Associate/Professional/Supervisor: Able to prepare and present formal information in a clear, concise, articulate fashion to inform and persuade others. Also able to use communication to build trust and forge strong interpersonal relationships. Communicates effectively with multiple constituencies, some of whom have divergent views and objectives, to achieve a common objective. Demonstrate the Seven Habits principle of “Seek first to understand, then to be understood.” Delivers well-organized, impactful presentations. Listens actively to understand stakeholder concerns at the operational level. Delivers constructive feedback. Ascertains others’ perspective accurately.

Senior Professional/Manager/Principal/Director: 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. Able to communicate undesirable information effectively in a professional manner. Able to build consensus with other organizational units, both within and outside the University. Serves as a key resource, advisor, and leader to others in effective communication. 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. 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:

Course offerings and schedules are subject to change. Refer to class-search.byu.edu for updated offerings and schedules.

  • Bachelor’s/Master’s degree in Communications
  • M COM 320 - Communication in Organizational Settings
    • also available through Independent Study
  • COMMS 360 - Communication Management Principles and Theory
  • ENGL 316 – Technical Communication
    • also available through Independent Study
  • ANTHR 312 – Intercultural Communication
    • also available through Independent Study

Training / Other Courses:

  • Offered through Human Resources Development (HRD) – refer to training.byu.edu for more information
  1. Business EtiquetteCoaching
  2. Crucial Conversations
  3. Meetings
  4. Negotiation
  5. Unconscious Bias

  • Offered through LinkedIn Learning – linkedin.com/learning (free premium subscription for all BYU employees)
  1. Search “Communication” – over 190 courses with wide variety of focuses
  2. Course 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)
  1. 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