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Capability Library


Communication skills

Communication skills

Related Terms:

Communication skills involve the ability to convey information clearly, listen actively, and interact effectively with customers, colleagues, and supervisors. It encompasses verbal and non-verbal communication to ensure mutual understanding.

Beginner competence definition

Beginner communication skills for frontline workers involve basic verbal communication, the ability to convey simple information, and understanding basic customer inquiries. Non-verbal cues may be limited, and there may be occasional challenges in expressing ideas clearly.

Intermediate competence definition

Intermediate communication skills include clear articulation of information, active listening, and the ability to adapt communication styles to different customers. Frontline workers at this level can handle diverse customer interactions, demonstrating improved non-verbal communication and resolving misunderstandings effectively.

Advanced competence definition

Advanced communication skills for frontline workers include exceptional verbal and non-verbal communication. They can navigate complex customer interactions, address challenging situations with diplomacy, and convey information with a high level of clarity and empathy. Advanced communicators build rapport easily and contribute positively to team dynamics.


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