Communication – What is it all about, 1.1 in CPTD TDBOK!

This is my second post in the CPTD preparation, on, Communication which is very vital in today’s world.

1.1 Communication has the below chapters in the certification syllabus:

1. Building Personal Capability (20 Percent)
Content Area: Communication
1.1.3 Skill in using communication strategies that inform and influence audiences.
1.1.5 Skill in conceiving, developing, and delivering information in various formats and media.
1.1.6 Skill in applying verbal, written, and nonverbal communication techniques.

1.1.3 Skill in using communication strategies that inform and influence audiences

Upon completion of this section, you will be able to: Talent Development’s role in Informing and Influencing: Decide on when to communicate, ensuring that there is a logical sequence between conversation points, and channel the flow of communication in a logical / orderly way Principles that Inform and Influence: TD professionals should use these principles to inform and influence. They will see that a valuable byproduct is positive business relationships and the trust good communication builds (Scharlatt and Smith 2011). This makes influencing easier every time De-Personalizing and Defusing Anger: Understand how to diffuse anger using an effective strategy for dealing with angry people


Principles to inform and influence audiences - CPTD Certification
Informing and Influencing Audience Principles That Inform and Influence

  • Communicate authentically. TD professionals should say what they mean and mean what they say. It is impossible to be someone they aren’t. Influencing others is easier when built on authentic trust.
  • Think in terms of building long-term relationships. Those who aggressively go about meeting their own needs without regard for how their actions affect others are short-term strategists and may get what they want this time—but that success probably won’t continue in the long term.
  • Clarify the outcomes. TD professionals need to be clear about the purpose of the communication. Know the goals in advance. They also need to have a positive mindset about the outcomes—attitude affects communication.
  • Speak the right language. Influencing others is dependent upon speaking their language. Whether speaking to the C-suite or the factory floor, use words that resonate with the audience.
  • Start with the bottom line. TD professionals who know the outcome they want and present it up front will gain trust and have a better chance of influencing others.
  • Identify and communicate personal value. Bill Treasurer (2019) says that the most important four words in building relationships and personal value is asking the question, “What do you want?” Certainly, communication is what TD professionals want and need, too, but when they learn what the other person wants first, it boosts their chances of influencing others.
  • Use data to communicate a relevant story. Data are important and when used to tell a relevant story they can be powerfully influential.
  • Reciprocate self-disclosure. Self-disclosure means sharing information with others. It can be personal or not—but it needs to be related to the communication situation. Sharing something personal sends an invitation to others to do the same. For this reason, self-disclosure is an effective strategy for building effective business relationships.
  • Remember the power of language. Use people’s names when speaking with or writing to them. Tuning into the sensory language or pet phrases of others builds instant rapport. Also remember, it’s not only what speakers say, but how they say it.
  • Gain agreement. TD professionals communicate so that both are on the same side of the fence. When there are issues to work through, decisions to be made, or problems to solve, they will be more effective if they structure communication so that both are working on the issue together—on the same side of the fence.
  • Communicate understanding, acceptance, and respect. The best communicators use an approach that demonstrates that the others are accepted, respected, and understood.
  • Remain neutral and objective. No matter how difficult the situation, success will be more likely by remaining neutral than by challenging the other person. De-Personalizing and Defusing Anger

TD professionals are placed in an awkward position when they are the target of someone’s anger. Unfortunately, TD professionals will likely be on the receiving end of a conversation with a person who is upset at least once in their career. Whatever the complaint or criticism, TD professionals can turn it to their advantage by being prepared with an effective strategy for dealing with angry people.

Diffuse anger using these tactics:

  • Acknowledge the anger by listening to identify the cause
  • Avoid personalizing the anger
  • Focus on the facts of the complaint
  • Show empathy and avoid defensiveness
  • Assure an understanding of the anger
  • Ask relevant questions to clarify the facts
  • When logic doesn’t work, agree about the facts or the person’s right to be angry
  • Explain what can be done, indicating a specific time and date
  • Reach an agreement and confirm the agreement
  • When necessary, defer the conversation

1.1.5 Skill in conceiving, developing, and delivering information in various formats and media

Upon completion of this section, you will be able to: Instances When Conceiving, Developing, and Writing Materials Is Critical for Talent Development Developing Written Materials

TD professionals must be able to communicate the details of initiatives in a way that states objectives, identifies intended outcomes, and shares all details required for understanding the document. Communicating With Others Through Writing

1.1.1_communication_model_6C’s of Communication (Copyright: Kara Reed)

TD professionals must first establish a clear objective.

Written communication falls into three categories: routine that is initiated by the writer or in response to another’s communication, delivery of good news, or delivery of bad news (Appleman 2018; O’Quinn 2017) Effective Use of Email

Written communication has degrees of formality, with email being one of the most informal

Guidelines should be followed regardless of the length of the document or report. All written materials should:

  • Have a single purpose. Every sentence and paragraph should tie in with that purpose.
  • Be tailored to the reader. The language must be completely understandable and readable. They should not include jargon, complicated language, or ambiguous, distorted, or conflicting messages.
  • Ensure economy. Longer documents do not automatically mean better messages. Every word must count. Every point must be necessary in assisting the reader to understand and take action. Documents must be complete, yet concise
  • Be accurate. All aspects of the content, data, dates, references, and other details should be verified.
  • Be organized. Materials should be presented in a way that makes them easy to read and understand. The writing should display the writer’s style, authority, and credibility.
  • Be visually appealing. Use a consistent typeface, layout, and organizational structure. The document should be easy for the eye to follow, with short paragraphs, white space, headings, bullets, numbers, insets, and so forth.

1.1.6 Skill in applying verbal, written, and/or non-verbal communication techniques

Upon completion of this section, you will be able to: Develop and Demonstrate a Professional Presence

as Positive communication begins with credibility and personal presence. Physical / Mental and Emotional essence are critical (Creating Personal Presence, Dianna Booher 2011) as this helps in earning trust and credibility

  • State the conclusion first and then build the case to support it
  • Sort the significant from the trivial
  • Deliver strategic content with specific details
  • Use appropriate positive language
  • Ask thought – provoking (probing) questions
  • Take a point of view
  • Making all points memorable

Beyond formulating strategic messages, a TD professional demonstrates credibility non-verbally by maintaining a confident posture, following acceptable appearance norms, and practicing deference and respect. The ultimate goal is to build rapport with everyone.

TD professionals should explain decisions and reasoning and invite questions. They lead meetings, set agendas, and influence others. They communicate to be heard and understood. Giving and Receiving Feedback

Providing and receiving feedback is essential as it demonstrates concern for the other party, as well as wallowing them both to collect more data about the situation, way of thinking which can then be used for further improvement

Giving feedback on the issues or behavior and not the person

Focusing on facts and not on opinions

Sharing ideas and information, not giving advice Practicing Questioning Skills

TD professionals use a variety of questioning techniques for discussions / consensus / brainstorming – Close ended or Open ended or Socratic

 Specific information to reach agreement – Closed-ended Questions with a Yes/No responses

Conversation openers used to understand problems / determine needs or check for understanding – Open-ended questions

This approach is a form of disciplined questioning where the questioner pretends to be uninformed about a topic, thus encouraging responses – Socratic questioning method

Additional Resources: Communication Mindmap

I will share my experience / any snippets over the weeks as I progress into the student mode and start studying!

Until then, please share your thoughts / questions and would be happy to answer them, let us connect on (My Professional Twitter Handle)

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6 Comments Add yours

  1. jayanthi6 says:

    Wow…seems to be an interesting certification…I am also planning to do a certification in my domain…but God knows when that will be!! 😉

  2. I had a subject of communication in college but it wasn’t as detailed as this one.

  3. mahekg says:

    Very informative post.

  4. Thanks for such an elaborate explanation on this topic.

  5. From your first series, a pack of information you have put up. The very details takes a person on a complete ride of CTPD.

  6. Archana says:

    Very insightful, detailed updates over the communication for CTPD preparation. i have to check your first post also of this series.

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