CONTEXT
- Less predictable context.
- Communicates one-on-one on
detailed and specific matters, often on
the phone or by listening to recorded
information.
- Interacts frequently with several
people or one-on-one on more
detailed and complex matters.
- Gives a short talk or directions to a
small group.
- Participants have clearly defined roles.
- Selects from a moderate range
of formats and styles to present
information.
- Established rules and conventions,
mostly familiar situation and setting.
- Physical context may be used
to visually support verbal
communication.
- Exchange is of brief to moderate
duration (10-30 minutes).
- Physical conditions may impede
communication.
RISK
- Moderate resulting in: unsuccessful
interaction where each particular
failure is significant; loss of some
money or time; minor hazard; or
one-on-one hostility that can be fairly
easily terminated.
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- Participates in a small group
discussion/meeting on non-personal
familiar topics and issues; expresses
opinions, feelings, obligation, ability,
certainty. (6)
CONTEXT
- Participates in formal and informal
conversations including problem
solving or decision making. (7)
- Context is moderately demanding
(real world environment).
- Audience is small familiar or
unfamiliar group. (7)
- Interaction is formal or semi-formal.
(8)
- Pictures or other visuals are used. (7)
- Length of presentation is
15-20
minutes. (8)
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- Communicates with co-workers
during the course of the shift
to exchange information and
troubleshoot problems.
- Communicates with employees at
all levels of the company during
production meetings to discuss work
processes and quality problems.
- Interacts with co-workers to gain
insight on how to carry out complex
repairs.
- Participates in staff meetings to
discuss new products and how to
improve work processes.
- Resolves conflicts with passengers,
such as dealing with an impaired,
abusive passenger.
- Contacts supervisors, by radio or in
person, to discuss work schedules
or problems on routes or to ask for
information about policies.
- Interacts with teachers, principals and
parents regarding children’s behaviour
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- Obtains multiple opinions about a
medical condition, treatment options,
prognosis.
- Participates in a group during training
workshop. Gives a 3-minute talk as a
spokesperson for the group.
BENCHMARK 9
- Appropriately conveys respect,
friendliness, distance, indifference, in a
variety of conversations and contexts.
- Explains to another person
the
instructions from a system emergency
broadcast in case of a natural disaster.
- Discusses a raise or schedule
change
with a supervisor.
- Asks for an agreement or
commitment in a convincing and
sensitive way.
- Gives a demonstration or a briefing
about a program, product, service or
issue in own department at a staff
meeting or to a familiar small group of
clients.
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