When it comes to Civil Service exams, one aspect that often trips up candidates is the 250-word statement.
Many find it challenging to encapsulate their skills and experiences concisely while meeting the specific behaviour requirements.
However, with a solid understanding of the behaviour and a structured approach, what initially seems like a weakness can transform into a strength.
Related Article - 5 Communicating & Influencing Example Statements
Understanding Communicating & Influencing at the AO Level
At the Administrative Officer (AO) level, Communicating & Influencing is about more than just getting your point across. It involves tailoring your communication style to your audience, ensuring your message is clear, and effectively persuading others. This behaviour emphasizes building relationships, listening actively, and influencing decisions by presenting logical arguments and evidence.
Unlike previous levels, where the focus might be on simple information sharing or following instructions, the AO level expects you to demonstrate a deeper level of engagement. Here, you're not only expected to communicate clearly but also to adapt your approach to suit different situations and audiences. It’s about being proactive in your communication and using your influence to drive positive outcomes.
Mastering the Statement Structure with B-STAR
To craft a compelling 250-word statement for the Communicating & Influencing behaviour, the B-STAR technique (Belief, Situation, Task, Action, Result) is incredibly effective. Let’s break it down:
Belief: Start by briefly stating your core belief or philosophy regarding effective communication and influence. This sets the stage for your statement and gives a glimpse into your mindset.
Situation: Describe a specific situation where you had to use your communication and influencing skills. Be concise but provide enough detail to give context.
Task: Outline the task at hand. What was your role in the situation? What were you trying to achieve?
Action: This is the heart of your statement. Detail the actions you took to address the situation and complete the task. Highlight how you tailored your communication, engaged with your audience, and used persuasive techniques.
Result: Conclude with the results of your actions. What was the outcome? How did your communication and influencing skills make a difference? Whenever possible, quantify your success with metrics or specific achievements.
Using the B-STAR structure helps ensure your statement is well-organized, focused, and impactful. It allows you to clearly demonstrate how you meet the Communicating & Influencing behaviour requirements at the AO level.
Check out 50 statements covering all 9 key behaviours
Now, let’s look at an example statement to illustrate how these principles come together...
Communicating & Influencing Example Statement
I believe that effective communication and influencing skills are essential for fostering collaboration and achieving goals. Clear, considerate communication ensures that messages are understood and respected by all stakeholders.
As a receptionist at a GP, I was responsible for managing appointments and handling inquiries. One day, we had an issue with our booking system, causing confusion and frustration among patients and staff. My task was to communicate the situation clearly and coordinate a solution.
First, I assessed the needs of the patients and staff. I decided to use a combination of face-to-face communication for patients in the clinic and telephone calls for those with upcoming appointments. This approach allowed me to address individual concerns and provide real-time updates.
I explained the situation to each patient calmly and honestly, using plain language to ensure clarity. I reassured them that we were working on a solution and offered alternative appointment times. For staff, I held a meeting to inform them of the issue and our plan to manage appointments manually until the system was restored.
To ensure my written communication was clear and error-free, I double-checked the emails and notices I prepared for patients and staff. I also encouraged feedback, asking if everyone understood the information and if they had any questions or suggestions.
The result was a well-managed situation with minimal disruption. Patients appreciated the clear communication and prompt resolution, and staff felt supported and informed. This experience reinforced my belief in the importance of clear, honest communication and active listening.
