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:
Demonstrates limited use of the competency.
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.
Associate:
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.
Senior Associate:
Demonstrates a working or functional level of the competency.
Applies the competency effectively in difficult situations.
Occasionally requires guidance.
Makes self accessible to employees at all levels.
Corrects employee mistakes in a courteous manner.
Professional:
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.
Senior Professional:
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.
Principal:
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.
Negotiate with organizational or external stakeholders to reach the best possible outcomes.
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
- 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)
- Business Etiquette
- Coaching
- Crucial Conversations
- Meetings
- Negotiation
- 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
Experiences:
(needs experiences)
How to Demonstrate Communication
DO: Describe what you did in completing / achieving your development plan
ASSESS: Share, if applicable, any assessments that were taken / provided related to your activities
LEARN: Explain what you felt that you were able to learn during your journey / experiences
APPLY: Give specifics examples where you have / plan to make direct application to your work
REFLECT: Review / consider things you would have done differently had you had this experience earlier
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