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Degree to which an individual can effectively convey thoughts and ideas verbally or in written form to internal and external "customers" including other employees, constituents & outside vendor agencies. The extent to which the
individual is tactful and professional with the "customers".
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RATING SCALE
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RATING
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DEFINITION
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| 1 |
Verbal and written communications are generally
organized poorly and difficult to understand. Not tactful when dealing with customers. Listening skills need to be improved.
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| 2 |
Communications are sometimes difficult to understand
and may be inconsistent or confusing. Not always tactful when dealing with customers. Listening skills could be improved.
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| 3 |
Identifies customer requirements and evaluates progress
against those requirements. Uses tact, diplomacy, persuasion in dealing with customers. Verbally conveys thoughts and ideas in a clear, concise manner. Communicates in a straight-forward, open and honest manner. Actively listens and responds effectively. |
| 4 |
Develops relationships with key customers through
frequent contacts assisting them in resolving problems. Verbally conveys thoughts and ideas in a clear, concise manner. Effectively represents a position or stance obtaining agreement from the customer. Resolves difference of opinion allowing those
involved to move forward. |
| 5 |
Secures understanding, cooperation and/or agreement
from customers on sensitive or complicated matters of
significant impact. Develops relationships with key
customers through frequent contacts assisting them in
resolving problems. Continuously demonstrates
responsive and expressive communication skills that
encourage and stimulate an open exchange of ideas. |
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