Behavioural competencies for Technology support: Communication

Openly communicating in a compelling, honest, persuasive and articulate manner, ensuring the message is clear, understood and consistent with NRC objectives.

Level 1

Presents information that others understand

  • Presents information and facts clearly and coherently.
  • Shares information openly and honestly.
  • Supports positions and conclusions with appropriate information.
  • Actively listens (e.g. pays attention, probes and confirms understanding).
  • Understands the issue before presenting a response.
  • Reads and responds to non-verbal communication (i.e. body language).
  • Uses clear and simple models to explain ideas or processes.
  • Considers the viewpoint of others and recognizes the value of what they say.
  • Does not hesitate to ask questions and seek clarification.

Level 2

Fosters two-way communication

  • Conveys an understanding of and responds appropriately to the comments and questions of others.
  • Communicates in a tactful and sensitive way, e.g. by taking into consideration a person's background, expertise and needs.
  • Knows which questions to ask, how to ask them to gain clarification, and whom to ask.
  • Builds informal networks to exchange information and resolve problems.
  • Anticipates and plans for reactions of others and tailors the communication approach to the needs of the different individuals.
  • Channels conversation and debate towards practical consensus and results.
  • Uses humour to keep communication open and to put others at ease.
  • Clarifies perceptions and assumptions.

Level 3

Adapts communication strategies to situations

  • Quickly and easily reads the environment and cues from others to assess when and how to change track or planned approach.
  • Identifies critical points of communication (e.g. project changes) and ensures all people are informed.
  • Convinces others by demonstrating the validity of the underlying concept or approach leading to the solution.
  • Influences others through consensus building, consultation and negotiation.
  • Promotes meaningful and respectful communication, leading by example.
  • Establishes trust and credibility through open, honest, and consistent communication.