SHRM-CP 2022: Communication Competency

Question 1

Communicator-Message Link Challenges

Answer 1

Communicator can be in-effective in articulating the message for a variety of reasons (sent to the wrong person, may be insufficient or wrong information, could rely on knowledge the receiver does not have).

Question 2

Message-Medium Link

Answer 2

Message may be sent at the wrong tim eor in the wrong manner or form.

Question 3

Medium-Receiver Link

Answer 3

The receiver may misunderstand the message as a result of the medium used.

Question 4

Receiver-Communicator Link

Answer 4

The feedback look does not operate well and there is missing information.

Question 5

Active Listening

Answer 5

Technique used by communicators who are fully engaged with their audiences, both physically and cognitively.

Question 6

What are at least 2 essential principles of active listening:

Answer 6

> Inviting the other person or people into the conversation.
Focusing on what the other person is saying.
Processing unspoken or nonverbal messages the other person is sending.
Being aware of the nonverbal messages you yourself are sending.

Question 7

Nonverbals

Answer 7

Signal the way the listener is receiving the message and include eye contact, body language (facial expressions and gestures), and rate or pitch or volume of speech.

Question 8

What do you need to know about your Audience’s Needs to maximize communication effectivness?

Answer 8

> What is the correct/intended audience?
What do they know about the topic and how much do they need to know?
How will they react to the communication?
What rhetorical (persuasive) approaches will work best with each group?

Question 9

Framing

Answer 9

Refers to the process of getting to see communicated facts in a certain way so they can take a certain action.

Question 10

What do you need in order to effectively frame a message you are trying to communicate?

Answer 10

> Articulate the objective and desired outcome of communication
Identify the benefit to the audience
Identify key points in the message and sequencing them logically
Provide explanation of evidence for each point
Ensure message reflects and is consistent with the orgs brand and goals.

Question 11

Name at least 6 considerations that are beneficial when planning communications.

Answer 11

> How will the communication occur? (face to face, phone, writing?)
When will the communication occur?
Where will the communication occur?
Who will communicate?
What support will be required? (Evidence, graphics, coaching)
What media will be used?
How will feedback be managed?
What org rules will shape the communication?
What is the appropriate tone?

Question 12

Communication Medium: Face-to-Face (or Small Group)

Answer 12

Provides immediate verbal and nonverbal feedback and useful for complex, sensitive issues though it can take time, requires good listening skills, and requires care not to send the wrong message.

Question 13

Communication Methods: Phone Call

Answer 13

Provides more opportunity for feedback and questions, but requires good listening skills without visual cues, takes more time, and faces more competition for attention.

Question 14

Communication Method: Voice Mail

Answer 14

Saves time when used to relay content, but does not provide feedback or confirmation of understanding.

Question 15

Communication Method: Video-Conferencing

Answer 15

Saves time, allows people to attend remotely, saves money, makes scheduling easier, can host live events, and encourages focus. However, there is always the potential for technical issues, missing in-person cues, and overuse leading to burnout.

Question 16

Communication Method: Short Messaging (ex: texting and chat)

Answer 16

Saves time and can be broadcast to announce information but it limits content and can be missed/perceived as intrusive.

Question 17

Communication Method: Social Media

Answer 17

Can be broadcast to large audiences and reaches certain audiences efficiently and elicit immediate feedback however it may not reach all audiences and requires review since the message can be widely viewed.

Question 18

Communication Method: Written Report

Answer 18

Allows full presentation and can reach a large audience to encourage thoughtful responses while providing documentation of communication. However, this takes time and care to create, may need to conform to templates, and takes time to receive a response.

Question 19

Communication Method: Oral Presentation

Answer 19

Allows for immediate questions and feedback and can incorporate various other medias. However, it requires skill and time to practice and expense to create support materials.

Question 20

Communication Method: Town Hall Meeting

Answer 20

Promotes leadership visibility and accessibly while encouraging/improving engagement and can promote collaborative teamwork while reinforcing culture and values. However, this can be complex to plan and organize and requires comfort in public situations to participate.

Question 21

What are some key ways you can create an impactful presence when communicating to an audience?

Answer 21

> Posture and movement (erect but relaxed, moving slowly, and mirroring posture of audience members if appropriate)
Gestures (used to emphasize, but not too much or at wrong time)
Eye Contact (soft eye contact with audience members to shift gazes to all members and not picking one spot).
Vocal Qualities (speak clearly, loud enough to be heard, and reasonable a speed. Varying speed and volume in way that supports the message can be more engaging.)

Question 22

What makes feedback effective?

Answer 22

Specific examples of actions that have been observed, timeliness of the feedback, and application of emotional intelligence.

Question 23

Identify at least 5 ways you can lead more effective Staff Meetings.

Answer 23

> Have valuable purpose and ensure everyone understands it
Set clear agenda with defined items. Circulate the agenda before the meeting and specify which individuals should prepare.
Limit meeting time to only what is needed to address items.
Start on time. Come early to allow social exchanges for relationships, but cover agenda at published time.
For regular meetings, consider options to “change up” the meeting.
Recognize importance of storytelling to encourage engagement and focus; employ different tools and methods to keep things fresh.
Take time to resolve conflicts, but postpone discussion of conflicts that may be difficult to resolve until after the meeting.
Review any decisions and next steps at the meeting’s end. Make sure people know their assignments.
Send email summary if needed for more complex agendas.
Periodically have a “meeting on meetings” to determine if current approach is achieving the goals it needs to.

Question 24

What 3 things should a clear communication plan include?

Answer 24

> Identified purpose
Identified Stakeholders
Identified communications methods/channels