Effective communication is an important skill in nearly every government job. This is why you’ll often see written and verbal communication skills as a selection criterion you need to respond to in your government application. These 7 written and verbal communication skills selection criteria examples will help you understand what sort of information you should include in your own response.
Individual applications differ in how the specific selection criteria is written. The 7 examples below have been written for these variations:
- Well-developed communication skills with demonstrated ability to provide quality customer service to various stakeholders in a large and complex organisation
- Ability to effectively communicate both orally and in writing with internal and external customers
- High level of written and oral communication and report writing skills
- Good communication skills and the ability to liaise with a variety of stakeholders and provide client centric services
- Ability to prepare high-level responses to requests for information, including briefing notes and presentations
- Demonstrate well developed oral and written communication skills with the capacity to understand the audience, tailoring all forms of correspondence, documentation, and client service delivery to meet organisational standards and expectations
- Proven high level negotiation, consultation, facilitation and effective written and oral communication skills for use in a complex project environment
Written and Verbal Communication Skills Selection Criteria Examples in the STAR (Situation, Task, Action, Result) Format
1) Well-developed communication skills with demonstrated ability to provide quality customer service to various stakeholders in a large and complex organisation
Role: Client Services Officer
In my role as a Client Service Officer at ABC Healthcare, I encountered a unique and challenging situation during the COVID-19 pandemic. The organisation’s clients, including patients, their families, and healthcare providers, were inundated with enquiries and concerns related to the virus, testing, safety protocols, and vaccination. I was responsible for providing quality customer service by addressing these COVID-related inquiries promptly and effectively. Given the organisation’s extensive client base and the evolving nature of the pandemic, this was a complex and dynamic challenge. Recognising the importance of proactive communication during a crisis, I initiated regular updates to clients. These updates included the latest information on safety measures, testing locations, vaccination availability, and any changes in healthcare protocols. This approach kept clients informed and alleviated concerns. I ensured that clients had multiple channels through which they could reach out and receive assistance. This included phone lines, email support, and a dedicated COVID-19 information portal on our website. This accessibility allowed clients to choose the communication method most comfortable for them. I actively listened to clients’ concerns and empathised with their fears and uncertainties. By demonstrating understanding and compassion, I built trust and rapport with clients, making them feel valued and supported. In cases where clients faced specific challenges, such as scheduling a vaccination appointment or understanding quarantine guidelines, I resolved their issues promptly. I liaised with internal teams and external agencies to provide solutions and ensure clients received the support they needed. Despite the complex and constantly evolving nature of the pandemic, the organisation received overwhelmingly positive feedback from clients. Our client satisfaction ratings reached an all-time high, with 95% of clients expressing their gratitude for the quality of service and timely responses to COVID-related enquiries. I was personally awarded a Customer Service Excellence Award at our annual team awards night. In addition, by effectively addressing client concerns and providing accurate information, we contributed to the overall safety and well-being of the community.
2) Ability to effectively communicate both orally and in writing with internal and external customers
Role: Program Manager
As a Program Manager at ABC Solutions, our organisation was undergoing a complex software system upgrade, and the project involved multiple internal teams and external vendors. I needed to ensure seamless communication among all stakeholders to guarantee project success. This included conveying technical updates, project milestones, and addressing any issues promptly. I had to ensure that our external vendors, who were responsible for integrating their systems with ours, understood our technical requirements clearly. I developed customised communication plans for both internal teams and external vendors. For internal teams, I organised regular project status meetings where I provided detailed technical updates and facilitated discussions to address any concerns. In contrast, for external vendors, I adopted a more simplified approach, emphasizing key milestones and deliverables while avoiding technical jargon. I initiated weekly project updates to all stakeholders. These updates included progress reports, upcoming milestones, and any potential risks or delays. This approach ensured that everyone remained well-informed and aligned throughout the project. To bridge the gap between our technical requirements and the vendor’s understanding, I organised technical workshops. These workshops provided a platform for open dialogue and allowed both parties to clarify doubts and expectations. It also helped our vendors grasp the intricacies of our system. When issues or challenges arose, I adopted a proactive approach. I promptly engaged with stakeholders to identify root causes, develop solutions, and communicate these resolutions clearly. This not only ensured minimal project disruptions but also strengthened our relationships with external vendors. Through these actions, our software upgrade project was not only completed on time but also exceeded expectations. Internal teams appreciated the detailed technical updates, which contributed to better decision-making and issue resolution. Additionally, external vendors praised our approach to communication, noting that our workshops and simplified reports made it easier for them to align with our technical requirements.
3) High level of written and oral communication and report writing skills
Role: Executive Assistant
As an Executive Assistant at Blue Innovations, the company was preparing for a critical board meeting, and the CEO required comprehensive reports to facilitate strategic discussions and decision-making. I was asked to compile a detailed report covering the company’s financial performance, market analysis, and upcoming initiatives. I meticulously collected and analyzed financial data, market trends, and project updates from various departments within the organisation. Using this information, I crafted a comprehensive report that succinctly summarized key points, identified potential risks, and highlighted growth opportunities. Understanding that board members required clear and concise information, I focused on presenting complex data in an easily digestible format. I used visual aids, charts, and graphs to supplement written content, ensuring that key insights were immediately accessible. Before the board meeting, I held a pre-meeting briefing with the CEO to discuss the report’s content and address potential questions or concerns. This proactive approach allowed the CEO to communicate the report’s highlights with confidence. During the board meeting, I was responsible for presenting the report and facilitating discussions. I ensured that the presentation was engaging, comprehensive, and aligned with the CEO’s vision for the company’s future direction. I also responded to inquiries from board members promptly and eloquently. The board meeting was highly successful, with board members commending the clarity and depth of the report. The concise visual aids allowed for a quicker grasp of the information, and the meeting proceeded smoothly. The report and the accompanying presentation were instrumental in securing board approval for key initiatives, and the CEO expressed confidence in my communication skills’ critical role in this achievement.
4) Good communication skills and the ability to liaise with a variety of stakeholders and provide client centric services
Role: Administrative Officer (Transcriber)
As a Transcriber at Precision Legal Services, I encountered a unique challenge that put my communication skills and commitment to providing client-centric services to the test. Our organisation was entrusted with transcribing sensitive legal proceedings for a high-profile court case involving multiple stakeholders, including legal teams, judges, and expert witnesses. My primary task was to transcribe the court proceedings accurately and ensure that the resulting transcripts were delivered promptly and met the specific needs of the legal teams and other stakeholders. Given the complexity and sensitivity of the case, precision and client-centricity were paramount. I proactively reached out to the legal teams and other stakeholders involved in the case. I initiated communication to clarify any specific requirements, formatting preferences, or legal terminology nuances they needed in the transcripts. This collaborative approach ensured that the final transcripts met their expectations. Understanding the critical nature of the case, I maintained a high level of accuracy in the transcription process. I paid meticulous attention to detail, ensuring that even complex legal jargon and technical terms were transcribed correctly. This commitment to accuracy was vital in providing reliable documentation for legal proceedings. I ensured that transcripts were delivered promptly. I communicated with the legal teams to establish mutually agreeable delivery schedules and made adjustments when necessary to accommodate their needs. Throughout the transcription process, I maintained an open channel of communication with the legal teams. I actively sought feedback on the quality of the transcripts and made necessary revisions to address any specific concerns promptly. This feedback loop ensured that the transcripts consistently met their expectations. The legal teams and other stakeholders expressed their appreciation for the accuracy, reliability, and client-centric approach to the transcripts. The transcripts played a crucial role in building a strong case, and the judge commended the quality of the documentation.
5) Prepare high-level responses to requests for information, including briefing notes and presentations
Role: Senior Program Officer
As an Administrative Officer at MyTech Solutions, I faced a unique and challenging situation that highlighted my ability to prepare high-level responses to requests for information. Our organisation was bidding for a critical government contract to develop cutting-edge technology solutions for a national infrastructure project. A key requirement for the bid was the submission of a comprehensive briefing note and presentation to government officials and stakeholders. I was asked to prepare a high-level response that not only conveyed our technical capabilities but also demonstrated our commitment to meeting the government’s objectives. This required crafting a compelling briefing note and presentation that would be instrumental in securing the contract. I initiated an in-depth research process to understand the government’s objectives, technical requirements, and key decision-makers’ preferences. This research allowed me to tailor our response to align precisely with their expectations. I collaborated closely with subject matter experts within our organisation to gather relevant technical information and case studies that showcased our capabilities. I then meticulously structured this content into a clear and coherent narrative that highlighted our strengths and value proposition.
I designed a visually engaging presentation to accompany the briefing note. I utilised graphics, charts, and images to complement the textual content, ensuring that the information was both informative and visually compelling. Prior to finalising the briefing note and presentation, I sought input and feedback from key stakeholders within our organisation. This collaborative approach allowed us to refine our response further and address any potential gaps or concerns. The outcome of these efforts was instrumental in securing the government contract. Our high-level response received praise from government officials and stakeholders for its clarity, depth of content, and alignment with their objectives. The briefing note and presentation effectively conveyed our technical prowess and commitment to delivering on the project. Our submission stood out in a competitive bidding process, leading to our organisation being awarded the contract. This success boosted our reputation and opened doors to future government contracts and partnerships.
6) Demonstrate well developed oral and written communication skills with the capacity to understand the audience, tailoring all forms of correspondence, documentation, and client service delivery to meet organisational standards and expectations
Role: Information Officer
As as an Information Officer at TechSolutions International, the organisation was undergoing a digital transformation, and it was essential to communicate these changes effectively to various stakeholders, including employees, clients, and partners, while ensuring that all forms of correspondence, documentation, and client service delivery met organisational standards and expectations. I oversaw the communication strategy during the digital transformation, ensuring that it aligned with the diverse needs and expectations of our stakeholders. This included tailoring all forms of correspondence, documentation, and client service delivery to maintain our high organisational standards. I initiated an audience analysis to comprehend the unique perspectives and requirements of different stakeholder groups. This allowed me to tailor communication effectively to each audience, ensuring that the information resonated with their specific needs and concerns. I implemented concise and precise communication strategies. I translated complex technical information into accessible language, making it comprehensible to both technical and non-technical stakeholders. I reviewed and updated organisational documentation, including policies, procedures, and training materials, to align them with the digital transformation. I ensured that all documentation adhered to organisational standards and was easily accessible to employees. I collaborated closely with our client service team to improve the client experience during the transition. By streamlining communication processes, we ensured that clients received timely updates, addressing their concerns promptly and professionally. Our communication during the digital transformation received positive feedback from all stakeholder groups. Employees appreciated the clarity and accessibility of information, which reduced anxiety and enhanced their readiness for the changes. Clients and partners commended our improved client service delivery, noting that they felt informed and supported throughout the transition. Moreover, our documentation updates streamlined internal processes, contributing to greater operational efficiency.
7) Proven high level negotiation, consultation, facilitation and effective written and oral communication skills for use in a complex project environment
Role: Principal Project Manager
In my role as a Project Manager at CyberGuard Solutions, I was involved in the development of a highly secure and customised cybersecurity solution for a major financial institution. I needed to lead a multidisciplinary project team, collaborate with external cybersecurity experts, and ensure that the solution met the stringent security and compliance requirements of our client. This project was critical to the client’s data protection and operational continuity. I initiated extensive consultations with our client’s technical teams, legal experts, and compliance officers. These discussions allowed us to gain a deep understanding of their security needs, regulatory obligations, and specific technical constraints. It also facilitated alignment on project objectives and timelines. Given the specialised nature of the project, we needed to collaborate with external cybersecurity experts. I engaged in negotiations with these experts to ensure that their services were aligned with our project’s goals and that contractual agreements met our client’s confidentiality and data protection requirements. The project required seamless collaboration among our internal team, external experts, and the client’s stakeholders. I organised regular workshops and coordination meetings where we discussed technical challenges, risk mitigation strategies, and compliance documentation. These sessions fostered a sense of teamwork and ensured that everyone was on the same page. I oversaw the creation of detailed documentation, including security protocols, risk assessments, and compliance reports. These documents not only met the client’s stringent requirements but also served as a reference point for all stakeholders, ensuring that everyone was aware of their responsibilities. The cybersecurity solution was successfully implemented within the specified timeframe, and it met all security and compliance standards. Our client’s data remained secure, and their operations continued without interruptions, bolstering their trust in our services. Our client praised the clarity and effectiveness of communication throughout the project, highlighting the role it played in achieving their security objectives.
Tips for Writing Your Own Response:
- Carefully review length guidelines, and ensure the correct wordcount. Sometimes you may need more than one example to ensure the length guidelines are met.
- Use the STAR format to format your response (Situation, Task, Action and Result).
- Use examples from jobs/ tasks at a higher level than the role you are applying for where possible. For example, if you have acted in higher roles, consider examples from during this time.
- Make sure you address all aspects of the question. I.e. if a criterion references both verbal and written communication skills, you need to address both parts of this.
- Make sure your examples match the role you are applying for, and include similar tasks/ duties.
We hope these written and verbal communication skills selection criteria examples have been helpful. If you would like further assistance with writing your application, please get in touch, our selection criteria writers are available to assist.
