Communication competencies are integral to the library’s commitment to exemplary customer service.  Clear and effective communication is the basis for success in cultivating strong working relations with co-workers, managers, users and all stakeholders.

Last updated: November 27, 2014


Competency: Practises conversation as a valuable means of exploring ideas and making sense together.

Associated Knowledge, Skills and Abilities:

  • Shows equal regard for every voice in the conversation
  • Values multiple perspectives and differences of opinion as openings to new aspects of the truth
  • Actively conveys attention, respect, and curiosity
  • Contributes to the conversation, speaking, listening and making connections 
  • Uses questions to delve into, open up, explore and connect the full diversity of thinking
  • Shares responsibility for the quality of the conversation and the achievement of expected outcomes. 


Competency: Communicates effectively using a variety of methods

Associated Knowledge, Skills and Abilities:

  • Communicates openly and directly, both verbally and in writing
  • Identifies issues and ideas and provides information that is accurate and timely
  • Presents ideas in a manner that is clear and concise, with an appropriate level of enthusiasm
  • Checks with listeners to ensure message has been received as intended and comprehended
  • Demonstrates proficient writing skills (good grammar and sentence construction, accurate spelling, logical thought)
  • Demonstrates the technical skills and protocols for communicating electronically.


Competency: Communicates effectively with a variety of audiences and individuals from diverse backgrounds

Associated Knowledge, Skills and Abilities:

  • Speaks and writes in ways that are professional, welcoming and appropriate for different audiences
  • Demonstrates proficient public-speaking skills (articulation, strong delivery, appropriate animation)
  • Accommodates and deals effectively with the perceptions, perspectives and communication styles of different audiences
  • Fosters an inclusive, affirming and respectful climate for communication.


Competency: Selects and applies the most appropriate and effective communication skills to meet situational needs

Associated Knowledge, Skills and Abilities:

  • Communicates effectively to elicit information and to obtain consensus, persuade, instruct and/or motivate
  • Understands and practises techniques of active listening and open-ended questioning
  • Selects appropriate communication strategies to manage conflict constructively
  • Demonstrates negotiation skills to secure beneficial outcomes.


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