Make Communicating and Influencing visible through specific AO-level actions
Communicating and Influencing is about sharing information so that another person can understand it, respond to it and act on it. This guide translates the official AA/AO points into practical evidence and shows how to build a complete statement without inflating the level of responsibility.
Communicating and Influencing is about sharing information so that another person can understand it, respond to it and act on it. For an AO role, this usually means choosing a suitable method, using accurate plain language, listening properly and staying honest when the message is difficult.
At AO level, the behaviour is often demonstrated through practical situations such as explaining a process, correcting a misunderstanding, writing an accurate update, adapting information for different needs or putting forward a practical view. A strong answer makes the audience, communication choice, listening and checking of understanding visible.
What are the criteria at AO level?
The official AA and AO behaviour guide lists 6 points for Communicating and Influencing. Quote them exactly in your planning notes and make each point visible through evidence.
1
“put forward your views in a clear, constructive and considerate manner”
2
“use an appropriate method of communication for each person – for example an email, phone call, face-to-face – taking into consideration their individual needs”
3
“use plain and simple language, being careful to check written work for errors”
4
“consider the impact of language used on different groups of stakeholders”
5
“remain honest and truthful when explaining opinions”
6
“listen and ask questions to ensure your understanding”
What each criterion means in practice
1
Put forward a clear view
Explain your point constructively, give a reason and remain considerate of the other person’s position.
2
Choose the method for the person
Decide whether email, telephone, face-to-face discussion or another route will work best, including any accessibility or confidence needs.
3
Use accurate plain language
Remove jargon, structure the message clearly and check written work before it is sent.
4
Consider the effect of the wording
Avoid language that could confuse, exclude or unnecessarily alarm different groups of people.
5
Be honest
Do not hide delays, uncertainty or limits. Explain what is known, what is not known and what will happen next.
6
Listen and ask questions
Clarify the real issue, reflect back important points and check that both sides have understood the same thing.
How to structure your statement
Use Situation, Task, Action and Result as a private writing structure. Do not add the labels to the final application unless the vacancy specifically asks for them. Keep the opening short and reserve most of the word count for your personal actions.
A practical 250-word balance
Part
Suggested space
What to include for Communicating and Influencing
Situation
25 to 40 words
The setting, people involved and the issue that made the behaviour relevant.
Task
25 to 35 words
Your own responsibility and the outcome you needed to achieve.
Action
130 to 160 words
The criterion-linked steps, decisions, checks, communication and reasons for your approach.
Result
30 to 45 words
The practical outcome and any useful improvement that followed.
Weak evidence
I communicated with everyone and made sure they understood what was happening.
Stronger evidence
I listened to the caller’s concern, checked the record, chose a telephone explanation plus a written summary, removed jargon, checked understanding and stated honestly what I could not guarantee.
Subscribers can unlock the full AO Communicating and Influencing scoring method below, followed by three complete example statements close to 250 words, detailed explanations of why each example works and a final checklist for adapting your own evidence.
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