Elements and Performance Criteria
- Assess situations and adapt communication technique accordingly
- Verbal communication is tailored to the identified audience.
- Body language of audience is correctly assessed and responded to appropriately.
- Active listening skills are employed and questioning techniques used to clarify issues or problem areas for resolution.
- Communication strategies are adopted that reflect consideration of the full range of human characteristics/factors.
- Where required, expert advice is sought or referrals made according to agreed procedures.
- Contradictions, ambiguities, uncertainties or misunderstandings are identified and checked with a range of sources and references.
- Communicate effectively in the workplace
- Participate in meetings
- Supervisors and other colleagues are briefed with regard to the meeting's purpose and proposed positions to be put forward.
- Documents to be used in meetings are obtained/researched.
- Own contributions are prepared in advance relevant to the purposes of the meetings and supportive of the organisation's corporate goals and objectives.
- Own position is clearly and effectively stated and substantiated.
- Utilise conflict resolution/negotiation skills to address issues/incidents
- Control and objectivity is maintained at all times in conflict situations.
- Situational conflict is, as far as possible, de-escalated.
- Persons in conflict are separated, where appropriate, and relevant solutions negotiated or imposed correctly.
- Where required, external agencies are accessed and utilised.