Elements and Performance Criteria
- Prepare for high-level communication
- Communication objectives are clarified, those to be present are confirmed and communication mode is identified.
- Analysis is undertaken to anticipate the likely attitudes of and positions to be taken by those present on the matters under discussion.
- Communication styles of those to be present are considered and their effect on the tone and likely direction/progress of the discussion is assessed.
- Critical self-evaluation of communication strengths and vulnerabilities is undertaken and compared with other participant/s knowledge, styles and likely approaches in planned encounters.
- Subject matter is researched/organised, key messages to be conveyed are distilled and tactics planned to utilise personal strengths and maximise outcomes for the organisation in accordance with legislation, policy and guidelines.
- Critically analyse and respond to opinions
- Others are listened to critically and responsively to evaluate complex levels of meaning in spoken communication and to identify impartiality, bias or unsupported argument.
- Tone, style, non-verbal elements and points of view of speakers are noted and their use in influencing and affecting particular outcomes is considered.
- Reaction to speakers and their point of view is analysed to identify and manage emotional triggers and maintain objectivity.
- Opposing/challenging views are welcomed and examined for their value in achieving the same ends.
- Communication is examined for subtext, significant inclusions and exclusions, socio-cultural values, attitudes and assumptions.
- Complex concepts and ideas are explored to clarify understanding, and to challenge and justify interpretations based on underlying assumptions, beliefs and values.
- Persuade and influence others
- Communication approach is chosen and used to maximise effect with the given audience.
- Sustained points of view are asserted with determination and conviction.
- Content and approach are modified when speaking to an unresponsive audience, and diversions and unexpected questions handled confidently.
- A variety of verbal and non-verbal behaviour is used to explain abstract ideas and expand on complex issues to maintain listener interest.
- Complex questions and arguments are responded to quickly and saliently, backed by reasoned explanation.
- Disagreements or conflicting personalities are handled objectively and agreements are negotiated where possible, concluding with positive summaries of achievement.
- Reflect on and hone communication strategies
- Feedback from others is obtained, outcomes are assessed and underlying interactions and motivations analysed.
- Own vulnerability to emotional and other seductive appeals is analysed dispassionately.
- Lessons learnt are articulated and used to underpin future interactions.
- Sophisticated language structures and features that influence audiences to a preferred point of view are developed and practised.
- Creative and innovative communication strategies are explored and practised for a range of workplace applications in accordance with organisational requirements.