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COMPETENCY #5—PEOPLE SKILLS 167

Action: For the first two days, I allowed the uncertainty to bog me

down. I did not respond to client inquiries as quickly as I was accustomed to,
for fear of providing the wrong information. Then I decided that the best ap-
proach was to not make any promises, instead offering options that may be
available.

Result: Within a month, solid policies were put into place and I re-

sumed my work habits as normal.

Communications

Advanced communication skills encourage new and repeat business, and
also enhance your professional image and reputation. Since interviewers
are aware of this, they will ask questions that dive into your experience
using communication skills to advance your existing or past organiza-
tion’s goals.

Key Behaviors and Career Values

A. Persuasive. Convinces others, usually by example; shapes people’s attitudes; and
gains the buy-in of others.

Example: _________________________________________________________
________________________________________________________________
________________________________________________________________

B. Composed. Appears self-assured; addresses conflicts swiftly and confidently, with
professionalism and without engaging emotional reactions.

Example: _________________________________________________________
________________________________________________________________
________________________________________________________________

C. Flexible. Adapts a style of speaking with others that picks up on their needs and
conveys ideas in terms tailored to the listener’s needs.

Example: _________________________________________________________
________________________________________________________________
________________________________________________________________

American Management Association
www.amanet.org