Communication

To be effective in your work you need to be a good communicator. This means listening attentively, understanding people’s needs, and using appropriate media, styles and language to put over information and ideas clearly, concisely and accurately.

	Identify people’s information needs.
	Listen actively, ask questions, clarify points and rephrase others’ statements to check mutual understanding.
	Identify people’s preferred communication media and styles and adopt media and styles appropriate to different people and situations.
	Present information clearly, concisely and accurately.
	Present difficult ideas and problems in ways that promote understanding.
	Use a range of communication styles and techniques to maintain people’s interest and attention.
	Confirm people’s understanding through questioning and interpretation of non-verbal signals.
	Encourage people to ask questions or rephrase statements to confirm and clarify their understanding.
	Modify communication in response to feedback.
	Keep people informed of plans and developments.