Connections and communication - Operational Delivery Profession

Everyone in ODP strives for customer excellence and this is achieved through connections with others
and exceptional communication skills, showing care, empathy, inclusivity, understanding and acting on
customer needs.

Learn more about skills levels

AwarenessA

Awareness ?Learn more about skills levels

Communicates in a straight-forward, honest manner and keeps people updated.
Considers the audience and uses varied communication methods as required, showing empathy and inclusivity.
Builds relationships with a diverse range of stakeholders which enables a good understanding of different perspectives.

Learning Curriculum for Awareness level Connections and communication

If there is a particular subject / skill area that you wish to further develop your knowledge and skills or have an interest in, we would recommend that you discuss this with your line manager using the learning curriculum as a guide to identify suitable learning.

Learning Curriculum Resources for Awareness level Connections and communication
Resource	Platform	Format	Duration	Cost
The 3c's of Communication: Clear, concise, consistent	The Brief Lab	Article	5mins	N/A
Learning online: Communicating and collaborating	CSL	E-learning	2hours	N/A
6 tips for managing relationships with stakeholders	Tractivity	Blog	30mins	N/A
Effective communication with clients: 10 golden rules to follow	Kitchen webpage	Blog	25mins	N/A
10 smart ideas to really improve employee collaboration	LumApps	Article	10mins	N/A
How to have more meaningful conversations	Psyche	E-Learning	1hr	N/A
Inclusive communication practices: Ensuring effective communication and collaboration for all	Changing paces	E-Learning	30mins	N/A
Stakeholder engagement: Building strong relationships	YouTube	Video	10mins	N/A
How to communicate with customers effectively: 8 essential practices	Cincom	Article	30mins	N/A
The Power of Diversity: Creating Inclusive Communication Strategies	Forbes	Blog	10mins	N/A
NICS only - Active Listening	Northern Ireland Civil Service Learning	E-Learning	40 minutes	N/A
NICS only - Managing Customer Service Performance	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - Customer Care	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - Managing Expectations and User Experience	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - DfC Mental Health Topic 4 - Enabling Progress	Northern Ireland Civil Service Learnign	E-Learning	1 hour	N/A
NICS only - Effective Communication Skills	Northern Ireland Civil Service Learning	Virtual classroom/workshop	1 day	N/A
NICS only - Safeguarding Children and Young People 2024	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - Supporting Vulnerable People	Northern Ireland Civil Service Learning	E-Learning	40 minutes	N/A
NICS only - Suicide Awareness e-Learning DfC Mental Health	Northern Ireland Civil Service Learning	E-Learning	20 minutes	N/A
NICS only - Managing Customer Service Performance	Northern Ireland Civil Service Learning	E-Learning	30min	N/A
NICS only - Customer Care, Managing Expectations	Northern Ireland Civil Service	E-Learning	30min	N/A
NICS only - User Experience	Northern Ireland Civil Service Learning	E-Learning	30min	N/A
WG only - Tools and Techniques for Change: A Leaders Handbook	Welsh Government Learning Lab	PDF resource	N/A	N/A
WG only - Handling Complaints, Part 1: An Introduction to Complaints Handling in the Welsh Government	Welsh Government Learning Lab	Playlist	30min	N/A
WG only - Digital Accessibility	Welsh Government Learning Lab	Video	22min	N/A
WG only - Compelling Communicator Part 1	Welsh Government Learning Lab (all grades)	Virtual	3 hours	N/A
WG only - The compelling communicator Part 2	Welsh Government Learning Lab (all grades)	Virtual	3 hours	N/A
WG only - Mindful Communication	Welsh Government Learning Lab (all grades)	Video	10 mins	N/A
WG only - Pursuing Excellent Customer Service	CSL All Grades	Workshop and Various Free Resources	Workshop - 4hours. Resources - 40min.	Individual - not available. Group (virtual) - £4,450. Group (own venue) - £4,500. Group (external venue) - £5,500
WG only - Introduction to delivering excellent customer service	CSL All Grades	E-Learning	15 min	N/A

WorkingW

Working ?Learn more about skills levels

Communicates and builds relationships across teams to deliver excellent service, quality and performance.
Works with others in collaboration to share information constructively.
Encourages feedback and creates a secure and safe environment where good communication and relationships can thrive.

Learning Curriculum for Working level Connections and communication

Learning Curriculum Resources for Working level Connections and communication
Resource	Platform	Format	Duration	Cost
Introduction to Continuous Improvement and Quality Management in a customer service environment	CSL	E-learning	1hr 13mins	N/A
Collaboration skills: 10 ways to increase your competitive edge	360 learning	e-learning	30mins	N/A
Effective meetings Toolkit	ppd admin	e-learning	1hour	N/A
How to build effective working relationships	Virtual College	Article	20mins	N/A
Digital skills for all: Working together	CSL	E-Learning	3hours 6mins	N/A
Emotional Intelligence	CSL	E-Learning	1hour 55mins	N/A
How to improve team communication	People Insight	Blog	20mins	N/A
Five vital conversations for getting things done in groups	YouTube	Video	17mins	N/A
Assertiveness: further resources	CSL	E-Learning	48mins	N/A
How to build better teams in the workplace	Gallup	e-learning	2hrs	N/A
NICS only - Assertiveness	Northern Ireland Civil Service Learning	E-Learning	1 hour	N/A
NICS only - Having Difficult Conversations	Northern Ireland Civil Service Learning	Virtual classroom/workshop	1 hour 30 minutes	N/A
NICS only - Emotionally Intelligent Listening	Northern Ireland Civil Service Learning	Virtual classroom/workshop	1 hour 30 minutes	N/A
NICS only - Managing Customer Service Performance	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - Customer Care	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - Managing Expectations and User Experience	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - DfC Mental Health Topic 4 - Enabling Progress	Northern Ireland Civil Service Learning	E-Learning	1 hour	N/A
NICS only - Effective Communication Skills	Northern Ireland Civil Service Learning	Virtual classroom/workshop	1 day	N/A
NICS only - Managing Customer Service Performance	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - Managing Effective Meetings	Northern Ireland Civil Service Learning	In person workshop	1 day	N/A
NICS only - Safeguarding Children and Young People 2024	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - Supporting Vulnerable People	Northern Ireland Civil Service Learning	E-Learning	40 minutes	N/A
NICS only - Suicide Awareness e-Learning DfC Mental Health	Northern Ireland Civil Service Learning	E-Learning	20 minutes	N/A
NICS only - Core Management Tools and Techniques - Risk Matrix	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
Core Management Tools and Techniques - Versatility Chart	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - Managing Effectively the 80-20 Way	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - Action Plan	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - Effective Questioning Skills	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - Feedback Techniques	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - Priority Matrix	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - The SWOT Matrix	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Core Management Tools and Techniques - Objective Setting the SMART Way	Northern Ireland Civil Service Learning	E-Learning	5 minutes	N/A
NICS only - Managing Customer Service Performance	Northern Ireland Civil Service Learning	E-Learning	30min	N/A
Assertiveness: further resources	CSL	E-Learning	50min	N/A

PractitionerP

Practitioner ?Learn more about skills levels

Builds and maintains networks internally. Adopts a government wide perspective, aligning activity, making links across government and learning from others.
Embeds a culture of open and transparent communication that stretches widely across government.
Recognises the complexities and communicates the key messages in a simple, inclusive and accessible way to stakeholders. Promotes honest discussions where there are differences of opinion and is keen to receive feedback.

Learning Curriculum for Practitioner level Connections and communication

Learning Curriculum Resources for Practitioner level Connections and communication
Resource	Platform	Format	Duration	Cost
Government skills capability definitions	CSL	e-learning	20mins	N/A
The benefits of transparency	IFG	Report	45mins	N/A
Stakeholder feedback: Methods & best practices	Simplystakeholders.com	Blog	25mins	N/A
An introductory systems thinking toolkit for civil servants	Gov.UK	Toolkit	1hr 30mins	N/A
Government communications in 2023 and beyond	IFG	Report	30mins	N/A
15 stakeholder management skills to possess and how to improve them	Jambo	Blog	45mins	N/A
Collaboration: GCS Strategy	GCS	E-Learning	30min	N/A
Open Government: Empowering society through transparency and participation	Masaar	Article	25mins	N/A
NICS only - Managing Customer Service Performance	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A
NICS only - Effective Communication Skills	Northern Ireland Civil Service Learning	Virtual classroom/workshop	1 day	N/A
NICS only - Effective Writing	Northern Ireland Civil Service Learning	E-Learning	Varied	N/A
Drafting - Writing for success	Online		N/A

ExpertE

Expert ?Learn more about skills levels

Recognised as a confident communicator across wider government who is trusted and to whom others refer to.
Role models the value of building strong relationships to influence others at the most senior and strategic level.
Balances the needs of stakeholders and strategic priorities, influences others to deliver improved outcomes for stakeholders.
Listens with an open mind and actively seeks feedback from a wide range of stakeholders.
Maintains and actively role models inclusive and safe, open communications at all levels.

Learning Curriculum for Expert level Connections and communication

Learning Curriculum Resources for Expert level Connections and communication
Resource	Platform	Format	Duration	Cost
Strategic communication: MCOM Function guide	GCS	Online guide	1hr	N/A
Influencing senior leadership: 5 strategic ways to win over the unwilling	Online	Blog	30mins	N/A
Manage stakeholder expectations with 10 tips	Mural	Article	15mins	N/A
Active listening: Using listening skills to coach others	CCL	Article	15mins	N/A
The Collaboration Playbook	WIG	Playbook	1hr 30mins	N/A
Building trust and influencing senior leaders: strategies for gaining buy-in	Online	Article	30mins	N/A
Stakeholder engagement strategies	Gov.UK	Guide	1hr 30mins	N/A
Active listening in leadership: Effectively engage your team	Online	Article	30 minutes	N/A
NICS only - Effective Writing	Northern Ireland Civil Service Learning	E-Learning	Varied	N/A
NICS only - Submissions and Briefings	Northern Ireland Civil Service Learning	Virtual classroom	0.5 day	N/A
NICS only - Effective Communication Skills	Northern Ireland Civil Service Learning	Virtual classroom/workshop	1 day	N/A
NICS only - Customer Care - Managing Expectations	Northern Ireland Civil Service Learning	E-Learning	30 minutes	N/A