Assumes others understand consistently listen Listens attentively to others Actively listens and Demonstrates a keen Doesn’t what he/she is trying to attentively to others or and actively asks questions ensures others understand ability to recognize when communicate and moves use questions to confirm to confirm understanding his/her message; engages others are having difficulty forward in his/her understanding and avoid others to confirm understanding his/her communications without miscommunications understanding messages and adapts style confirming understanding appropriately (e.g., provides examples) Uses a similar Often has difficulty Adapts to the needs of Consistently adapts to the Anticipates the needs of communication style adjusting communication most audiences and needs of the audience and diverse audiences and/or regardless of audience style to the audience or situations to ensure his/her situation to ensure his/her complex situations; adjusts and/or situation (e.g., senior situation message is understood message is understood own communication style leader, peer co-worker, accordingly internal/external stakeholder) For Leaders: Does not For Leaders: Sometimes For Leaders: Discusses For Leaders: Consistently For Leaders: Gains strong obtain necessary buy-in obtains necessary buy-in the impact of decisions and involves team members in support from key players to from those affected by from those affected by change efforts honestly conversations around mobilize team to champion decisions or change decisions or change and directly with those decisions or change that and implement affected will affect them agency/State change For Leaders: Fails to For Leaders: For Leaders: Ensures For Leaders: Engages For Leaders: communicate the Communicates the direct reports understand direct reports in Communicates the the Agency’s/State’s conversations about the strategic direction in such a Agency’s/State’s vision Agency’s/State’s vision vision and/or fails to explain the and goals and the and goals by translating way that employees, at all Agency’s/State’s vision broader business purpose business purpose of those goals into day-to-day and goals ensuring their levels, fully understand to team assignments to direct practices; explains the understanding; explains their role in achieving reports only when asked business purpose behind the business purpose Agency/State goals; assignments and shifts in behind assignments and engages direct reports priorities shifts in priorities so direct regularly about customers reports can understand the so they understand their importance to the “big picture” Agency/State and their potential to contribute Conflict Management
Assumes others understand what he/she is trying to communicate and moves forward in his/her communications without confirming understanding Doesn’t consistently listen attentively to others or use questions to confirm understanding Listens attentively to others and actively asks questions to confirm understanding and avoid miscommunications Actively listens and ensures others understand his/her message; engages others to confirm understanding Demonstrates a keen ability to recognize when others are having difficulty understanding his/her messages and adapts style appropriately (e.g., provides examples) Uses a similar communication style regardless of audience and/or situation (e.g., senior leader, peer co-worker, internal/external stakeholder) Often has difficulty adjusting communication style to the audience or situation Adapts to the needs of most audiences and situations to ensure his/her message is understood Consistently adapts to the needs of the audience and situation to ensure his/her message is understood Anticipates the needs of diverse audiences and/or complex situations; adjusts own communication style accordingly For Leaders: Does not obtain necessary buy-in from those affected by decisions or change For Leaders: Sometimes obtains necessary buy-in from those affected by decisions or change For Leaders: Discusses the impact of decisions and change efforts honestly and directly with those affected For Leaders: Consistently involves team members in conversations around decisions or change that will affect them For Leaders: Gains strong support from key players to mobilize team to champion and implement agency/State change For Leaders: Fails to communicate the Agency’s/State’s vision and/or fails to explain the broader business purpose to team For Leaders: Communicates the Agency’s/State’s vision and goals and the business purpose of assignments to direct reports only when asked For Leaders: Ensures direct reports understand the Agency’s/State’s vision and goals by translating those goals into day-to-day practices; explains the business purpose behind assignments and shifts in priorities For Leaders: Engages direct reports in conversations about the Agency’s/State’s vision and goals ensuring their understanding; explains the business purpose behind assignments and shifts in priorities so direct reports can understand the “big picture” For Leaders: Communicates the strategic direction in such a way that employees, at all levels, fully understand their role in achieving Agency/State goals; engages direct reports regularly about customers so they understand their importance to the Agency/State and their potential to contribute Conflict Management