WRITTEN COMMUNICATION

 

Definition

 

Expresses facts and ideas in writing in a clear, convincing, and organized manner. 

 

Importance

 

The use of clear, accurate and persuasive language is a key to a leader’s ability to set clear goals for an organization, to motivate others to support those goals, and to make strategic thought and planning transparent and understandable to employees and diverse stakeholders.  At the lower levels it is about sharing information with accuracy and clarity.  At higher levels it is about garnering support by using an authentic and unique voice to communicate one’s vision often and persuasively.   The written word carries beyond the moment.  It provides insights, influences and persuades people, markets the organization and its services, aids in achieving budgetary and legislative goals, motivates employees, and serves as a recording of events. 

 

How is This Competency Demonstrated?

 

All employees should display writing that reflects and communicates clear and compelling thought processes and use a written vocabulary that is appropriate to the audience and that enhances clarity and conveys professionalism.  They should solicit feedback on written communications regarding voice and clarity from those able to judge appropriateness for a given audience.  They should understand the advantages and limitations of email, using strategies to mitigate its limitations and resulting misunderstandings.  All employees (and especially technical and professional employees) should write so that complex technical concepts are understandable, and be able to utilize a variety of visual elements such as graphs, charts and illustrations to enhance understanding of the written content. 

 

First appointment leaders and mid-level leaders understand and can convey the legal and regulatory requirements for written communications.  They use written communication to keep individuals informed about changes and developments in organizational strategy, goals and performance.  They successfully compose and send messages based on an understanding of the audience and use written communication to amplify oral, face-to-face communications and solicit information from others.  They develop and write performance agreements, position descriptions, and other Human Resource documents in a way that accurately describes expectations and in language that can be easily understood by the employee. 

Senior leaders and Executives compose, review, edit and issue critical and sensitive written materials for diverse audiences including national and international groups.  They provide powerful written presentations for Congress and other constituencies to support budgetary and other requests.  They use compelling written communication to create widespread ownership and commitment to the Agency’s policies, goals and strategies by keeping stakeholders and employees informed.  They reiterate research-driven conclusions, and outline appropriate and achievable strategies.  Senior leaders and Executives communicate and support organizational policies and goals by developing written plans that communicate clarity of purpose, and project enthusiasm and commitment.  They disseminate lessons learned from important initiatives that would enhance the productivity and effectiveness of government.  They ensure that performance agreements, position descriptions, and other HR documents are written in a way that accurately describe findings and expectations and in language that can be easily understood by the employee.   

 

Elements of the Competency and Distinguishing Behaviors

 

Element

Distinguishing Behaviors

Expresses thoughts in a clear and organized written manner that accurately reflects the facts.

FOR ALL EMPLOYEES:

 

  • Writes in a way that reflects and communicates clear and compelling thought processes.
  • Uses a written vocabulary that is appropriate to enhance clarity and convey professionalism.
  • Writing makes complex technical concepts understandable.
  • Determines when graphics, charts, and sketches are needed to support and clarify text.
  • Ensures written text is carefully edited for perspective, accuracy and correctness.

 

ADDITIONAL FOR FIRST APPOINTMENT & MID-LEVEL LEADERS AND ABOVE:

 

  • Writes performance measures that make them meaningful and understandable for the employee and with the technical accuracy that ensures that they are measurable, verifiable, equitable and achievable.
  • Understands and can convey the legal and regulatory requirements in written communications.

 

ADDITIONAL FOR SENIOR LEADERS & EXECUTIVES:

 

  • Supports and communicates organizational policies and goals by developing written plans and reports that communicate clarity of purpose and project enthusiasm and commitment, reiterate research-driven thought processes and conclusions, and outline appropriate and achievable strategies.

Writes convincingly for different audiences.

FOR ALL EMPLOYEES:

 

  • Uses a writing style and vocabulary that is appropriate to the audience.
  • Solicits feedback on written communications regarding voice and clarity from those best able to judge appropriateness for a given audience.
  • Understands the advantages and limitations of e-mail to communicate with others and uses strategies to mitigate its limitations and resulting misunderstandings.
  • Avoids language which is too technical for the audience, or which others might misunderstand or find offensive.

 

ADDITIONAL FOR FIRST APPOINTMENT & MID-LEVEL LEADERS AND ABOVE:

 

  • Writes performance agreements, position descriptions, and other HR documents that accurately describe expectations and uses language that can be easily understood by the employee.
  • Uses written communication effectively as a management tool to supervise and mentor off-site employees.
  • Understands when face-to-face communication should be used instead of writing and uses the channel most appropriate for the message, not merely the one that is most convenient.

 

ADDITIONAL FOR SENIOR LEADERS & EXECUTIVES:

 

  • Creates a written voice that is personal, visible and recognizable and that inspires trust and commitment among employees and stakeholders. 
  • In the face of challenges to policy or strategy, writes convincingly for continued stakeholder support.

Uses channels of written communication effectively as a knowledge management tool.

FOR FIRST APPOINTMENT AND MID-LEVEL LEADERS AND ABOVE:

 

  • Uses written communication to enhance and support oral communication in a way that is regular and timely and that presents the facts at a level of detail that is necessary for full understanding.
  • Keeps people informed about changes and developments in organizational strategy, goals and performance.
  • Ensures those who are affected by decisions are aware of them and for the reasons behind them.
  • Solicits information from others.
  • Ensures that staff understands and uses electronic, written communication effectively and appropriately.

 

ADDITIONAL FOR SENIOR LEADERS & EXECUTIVES:

 

  • Creates widespread ownership and commitment to the organization’s policies, goals and strategies by keeping stakeholders and employees informed.
  • Disseminates lessons learned from important initiatives that would enhance the productivity and effectiveness of government.

Edits complex or sensitive reports and materials.

FOR SENIOR LEADERS & EXECUTIVES:

 

  • Writes, reviews, and edits reports of critical importance in a way that delivers the message and the information, but does not transgress against political, cultural, racial, or national sensibilities.
  • Edits to avoid stereotypes, region-specific metaphors and images, innuendoes, and culture-specific humor.

 

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