Communication

Phase I

Provides others with clear, concise, accurate, and timely information.

Phase II

Informs others of activities, issues, project status, and sensitivities in a timely manner.

Phase III

Provides others with relevant knowledge, context and/or implications, rather than just facts and data.

Phase I

Shares information with others as appropriate. 

Phase II

Understands what information is needed by others in advance and ensures it is available in the appropriate format. 

Phase III

Develops communication strategies and plans to ensure that the right information gets to the right person or place at the right time.

Phase I

Presents ideas and proposals clearly to others. 

Phase II

Plans and delivers presentations effectively; uses appropriate technologies and communication style.

Phase III

Prepares and delivers presentations for a variety of audiences in a professional polished manner; effectively engages and involves audiences.

Phase I

Understands and correctly applies verbal and written instructions, procedures, technical information.

Phase II

Ensures clarity and understanding by listening attentively, asking probing questions, and 
paraphrasing. 

Phase III

Analyzes, clarifies, and interprets complex information and issues effectively; responds appropriately.

Phase I

Understands different methods of communication (eg. written, in person, e-mail, telephone, fax) and selects the appropriate method. 

Phase II

Provides and receives information using the most effective/efficient/appropriate medium and technology based on what needs to be communicated and to whom. 

Phase III

Develops communication strategies, standards, and/or policies that make effective use of different approaches and technologies for different audiences.

Phase I

Communicates information to others, making sure the information has been understood. 

Phase II

Ensures effective understanding of communication in a variety of situations with audiences of differing needs and expectations.

Phase III

Understands communication processes and dynamics; applies this to ensure effective communication in a variety of situations and with audiences of differing needs and expectations.

Phase I

Provides technical information and instructions to others clearly and appropriately. 

Phase II

Adjusts terminology and approaches when communicating technical information to others. 

Phase III

Recognizes different levels of knowledge and understanding when communicating complex technical matters; plans communications accordingly.

Phase I

Remains composed, in control, and patient during stressful or emotional communication situations. 

Phase II

Maintains composure in challenging situations; uses a positive problem solving approach to achieve desired results.

Phase III

Demonstrates a well developed ability to successfully manage complex, challenging communication situations.

Phase I

Contributes to solution of problems through respectfully listening, clarifying understanding, and taking appropriate follow-up action. 

Phase II

Resolves issues through seeking common interests and developing mutually satisfactory solutions. 

Phase III

Negotiates and manages the boundaries of discussions in a timely, constructive manner by interjecting, clarifying, summarizing points, seeking consensus and setting timelines.

Phase I

Interacts with others in a courteous, pleasant, helpful manner. 

Phase II

Demonstrates empathy, understanding and patience in all communications.

Phase III

Deals with sensitive and confidential issues using empathy and well developed discretion and judgement; coaches and advises others.

Phase I

Shares work information with colleagues appropriately and promptly. 

Phase II

Communicates with colleagues so they are able to complete their work with minimum error and requests for clarification. 

Phase III

Ensures others have the necessary information to carry out their work, choosing the appropriate means to communicate this information.

Phase I

Provides others with the opportunity to give information without unnecessary interruption. 

Phase II

Invites and supports participation of others in meetings or other interactions.  

Phase III

Promotes and ensures full participation and open communication in meetings and other situations.

Phase I

Accepts and discusses performance feedback in a receptive, congenial manner, making 
adjustments as appropriate. 

Phase II

Seeks, gives, and receives performance feedback positively and constructively. 

Phase III

Promotes an open and respectful environment where feedback is regularly requested, offered and positively received in order to improve performance.

Phase I

Determines when it is necessary to obtain additional information or provide it to others, and uses the appropriate means to do so. 

Phase II

Develops referral contacts with those in other areas, and interacts with these effectively. 

Phase III

Develops and productively uses a diverse network of internal and/or external contacts and resources to enhance access to timely and appropriate information.