Communicating and Influencing: Civil Service Behaviour at Administrative Assistant and Administrative Officer Grade
The behaviour Communicating and Influencing is about expressing yourself clearly, listening to others, and building understanding through respectful and effective communication. At Administrative Assistant (AA) and Administrative Officer (AO) grade, you are expected to share information in a clear and professional way, choose the right method of communication for your audience, and listen carefully to ensure mutual understanding.
This behaviour shows that you can explain ideas simply, use plain language, and adapt your style depending on who you are speaking to. It also reflects your ability to remain polite and constructive, even when handling questions, complaints, or sensitive topics.
When writing a 250-word statement for this behaviour, aim to demonstrate:
💬 A belief statement that shows your commitment to clear, respectful communication.
💬 A situation where you needed to share information, explain something important, or influence others to take action.
💬 The actions you took to adapt your communication method, check understanding, or listen actively to feedback.
💬 The result, showing how your approach led to better understanding, cooperation, or a positive outcome.
The B-STAR method helps you shape your statement with a clear flow: start with your belief, describe the situation and task, then explain your actions and the results achieved. Strong examples will show that you communicate with honesty, empathy, and professionalism, and that you help others by making information clear and accessible.
The image above provides a full example statement for Communicating and Influencing at AA/AO grade. Use it to guide your own response and show how you build understanding, influence outcomes, and communicate with confidence in your role.
