COMMUNICATION

Verbal and Written Communication

The behaviours in the table below show how you can demonstrate the skill of Verbal and Written Communication at each of the competency levels in which it appears. Click on the plus sign to show the behaviours at that level.

Click here to read more about how the competency levels work.

Resources

Below you will find learning resources to help you develop the skill of Verbal and Written Communication. Click on the links to access the resources.

PDFs
Managing Information Effectively
This PDF provides an in-depth explanation of how we structure and manage information at different levels of detail and complexity. It covers how we communicate, including common causes of miscommunication, and what we can do to communicate more clearly depending on the person/group we are engaging with. It is aimed at structuring information at an individual level.

Making Rapport Work
This PDF provides and explanation of an essential communication skill – building rapport. You will learn why it matters and how to do it, recognise when you can be more aware of building rapport, and if you need to make any adjustments in your behaviour. This will improve your communication skills and help you to build better relationships.

Managing Complex Information
This PDF covers the ways in which we process information differently and how that can lead to miscommunication, even when we’re not aware of it. It describes the different levels at which we group information and how everybody works at different levels at any one time, following up with a technique to structure a meeting so that everyone is on the same page. This PDF is aimed at structuring information in a group.

Assertive Behaviour - Push Pull
This PDF covers a technique to help someone else reach an assertive position, ‘pulling’ them out if they are too passive, and ‘pushing’ back if they are too aggressive. It will help you to reach a balanced outcome and make the other person feel heard.

Working Out Your Preferences
This PDF covers the four sets of preferences covered in the Myers Briggs Type Indicator (MBTI), a personality profiling tool that provides a useful basis for understanding how different people’s preferences impact how they work. Differences in these preferences not only affect how people work, they impact what people value, what they will devote energy to, how they judge other people, and how they are motivated. Understanding these differences in an excellent step towards fostering collaboration and effective communication.

Tips For Meeting With Myers Briggs Opposites
N.B. We recommend reading ‘Working Out Your Preferences’ before reading these adapting tips, as it will provide an explanation of the Myers Briggs Type Indicator (MBTI) personality profiling tool.

This PDF covers tips on how opposing MBTI preferences can adapt to each other. It is particularly useful if there are certain behaviours you find particularly difficult to deal with (e.g. low reactions, criticism).

VIDEOS
Managing Information Effectively
This video provides an in-depth explanation of how we structure and manage information at different levels of detail and complexity. It covers how we communicate, including common causes of miscommunication, and what we can do to communicate more clearly depending on the person/group we are engaging with. It is aimed at structuring information as an individual when you are communicating with another.

Making Rapport Work
This video provides and explanation of an essential communication skill – building rapport. You will learn why it matters and how to do it, recognise when you can be more aware of building rapport, and if you need to make any adjustments in your behaviour. This will improve your communication skills and help you to build better relationships.

Managing Complex Information
This video explains the ways in which we process information differently and how that can lead to miscommunication, even when we’re not aware of it. It describes the different levels at which we group information and how everybody works at different levels at any one time. It shows you a technique to analyse and describe a topic so that everyone in a group can contribute, can clearly follow, and can be engaged.

Extravert and Introvert
This video covers the first of the preference pairs, extraversion and introversion. This preference governs what energises and what drains you, how expressive you typically are, and how much you might share.

Sensing and Intuitive
This video covers the second of the preference pairs, sensing and intuition. This preference affects the level of detail you prefer and/or can process, how you view time, and the type of information you trust.

ON THE JOB ACTIONS

Structure Your Ideas
Read 'Managing Information Effectively' and apply the techniques to assemble a logical, well-structured series of facts and ideas to make up your communication, whether in writing, or, to prepare for an important conversation or workshop.

Match Words to Body Language
Observe effective communicators, colleagues or people in the public eye. How does the eye contact and body language match what is being said? When communicating ensure that your body language is congruent with the message you are verbalising.