Performance Standards Constructively express and receive ideas, thoughts, and information through verbal, non-verbal, and written COMMUNICATION – forms. Tasks Exceeds Expectations Meets Expectations Does Not Meet Expectations General Excellent rapport and cooperation with Conveys information promptly and Listens poorly, or does not ask for staff and customers. thoroughly to all who have a need to clarity, and so passes on incomplete or Handles conflict through discussion, know. inaccurate information. while maintaining professionalism. Listens and observes well. Does not express thoughts or ideas in Ensures that the other party is heard, Asks questions to make sure listener an understandable or appropriate provides feedback and clarifies points. understands all facets of situation. manner. Listens for other perspectives and Written materials are easy to Seems unaware or insensitive to assesses your communication style to understand. others' needs. ensure you are open and listening for Is sensitive to feelings and needs of Exhibits poor communication skills, the best outcome for the situation or others. needs substantial improvement to be circumstance. Conveys themselves promptly, clearly effective. Speaks and writes clearly and concisely, and professionally. Does not express thoughts/ideas in an with an appropriate awareness of the Anticipates the need for communication understandable and appropriate intended audience. before an event and successfully manner. Provides the listener with the big addresses the issue. advice without fully understanding picture. Consistently gives complete, clear, the problem. Follows a logical outline and leads to a Communication often contains understandable, and helpful instructions valid conclusion. and information to customers and staff. incorrect information. Is consistently seen and used by others his/her audience, explaining ideas Doesn't come to firm conclusions. in the unit as a communication in layman's terms with clearly Communicates verbally when needs to technique resource. out examples using words and phrases use written communication. Anticipates the need for communication that are simple and straightforward. Leaves valued information because about an event before it happens. Helps poor communicators express their it was not requested. Independently looks for ways to thoughts. Sometimes gives incomplete or improve personal communication skills Passes new information on to proper inaccurate information. and helps others to develop their own people without loss of content. communication skills.
Performance Standards COMMUNICATION – Constructively express and receive ideas, thoughts, and information through verbal, non-verbal, and written forms. Tasks Exceeds Expectations Meets Expectations Does Not Meet Expectations General Excellent rapport and cooperation with staff and customers. Handles conflict through discussion, while maintaining professionalism. Ensures that the other party is heard, provides feedback and clarifies points. Listens for other perspectives and assesses your communication style to ensure you are open and listening for the best outcome for the situation or circumstance. Speaks and writes clearly and concisely, with an appropriate awareness of the intended audience. Provides the listener with the big picture. Follows a logical outline and leads to a valid conclusion. Is consistently seen and used by others in the unit as a communication technique resource. Anticipates the need for communication about an event before it happens. Independently looks for ways to improve personal communication skills and helps others to develop their own communication skills. Conveys information promptly and thoroughly to all who have a need to know. Listens and observes well. Asks questions to make sure listener understands all facets of situation. Written materials are easy to understand. Is sensitive to feelings and needs of others. Conveys themselves promptly, clearly and professionally. Anticipates the need for communication before an event and successfully addresses the issue. Consistently gives complete, clear, understandable, and helpful instructions and information to customers and staff. his/her audience, explaining ideas in layman's terms with clearly examples using words and phrases that are simple and straightforward. Helps poor communicators express their thoughts. Passes new information on to proper people without loss of content. Listens poorly, or does not ask for clarity, and so passes on incomplete or inaccurate information. Does not express thoughts or ideas in an understandable or appropriate manner. Seems unaware or insensitive to others' needs. Exhibits poor communication skills, needs substantial improvement to be effective. Does not express thoughts/ideas in an understandable and appropriate manner. advice without fully understanding the problem. Communication often contains incorrect information. Doesn't come to firm conclusions. Communicates verbally when needs to use written communication. Leaves out valued information because it was not requested. Sometimes gives incomplete or inaccurate information.
perf-standards-matrix-communication.docx