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
6 Effective Questioning Techniques for Customer Service	Call centre helper webpage	Blog	40min	N/A
10 Differences Between Formal & Informal Reports + Examples	Blog - Clearfino	Blog	1hour 20min	N/A
10 Smart Ideas to Really Improve Employee Collaboration	Lumapps webpage	Blog	10min	N/A
19 Influencing Skills (Plus Tips for Influencing Others)	Indeed webpage	Article	20min	N/A
Active listening	CSL	E-Learning	52min	N/A
Assertiveness: further resources	CSL	E-Learning	50min	N/A
Conducting high-quality conversations	CSL	E-Learning	56min	N/A
Going the extra mile for your customer	CSL	E-Learning	50min	N/A
Handling complaints	CSL	E-Learning	2h10min	N/A
Helping customers who need additional support (digital)	CSL	E-Learning	3hours 52min	N/A
Identifying Customer & Stakeholder requirements	CSL	E-Learning	2hours 37min	N/A
Introduction to communicating effectively	CSL	E-Learning	2hours 35min	N/A
Introduction to delivering excellent customer service	CSL	E-Learning	15min	N/A
Safeguarding Children & Adults	CSL	E-Learning	45min	N/A
Support when customers suggest self-harm or suicide	CSL	E-Learning	2hours 15min	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

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
6 Effective questioning techniques for customer Service	Call centre helper webpage	Blog	40min	N/A
10 communication secrets of great leaders	Forbes webpage	Article	30min	N/A
10 Differences Between Formal and Informal Reports and Examples	Blog - Clearfino	Blog	1hour 20min	N/A
19 Influencing Skills (Plus Tips for Influencing Others)	Indeed webpage	Article	20min	N/A
Emotional Intelligence	CSL	E-Learning	1hour 55min	N/A
Going the extra mile for your customer	CSL	E-Learning	50min	N/A
Handling complaints	CSL	E-Learning	2hours 10min	N/A
Helping customers who need additional support (digital)	CSL	E-Learning	3hours 52min	N/A
Identifying Customer and Stakeholder requirements	CSL	E-Learning	2hours 37min	N/A
Introduction to communicating effectively	CSL	E-Learning	2hours 35min	N/A
Introduction to delivering excellent customer service	CSL	E-Learning	15min	N/A
Management fundamentals programme	CSL	Various free management courses	2days 3hhours 34min	N/A
Running effective meetings	CSL	Workshop	4hours	Individual - £224.84. Group (virtual) - £2,450. Group (own venue) - £2,500. Group (external venue) - £3,500.
Safeguarding Children and Adults	CSL	E-Learning	45min	N/A
Support when customers suggest self-harm or suicide	CSL	E-Learning	2hours 15min	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

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
Advising, briefing and drafting	CSL	Workshop	7hours	Individual - £320.84. Group (virtual) - £3,950. Group (own venue) - £4,000. Group (external venue) - £5,000.
Collaborating across departments, government and beyond	CSL	E-Learning	2hours 46min	N/A
Collaborative outcomes reporting	Better Valuation webpage	Article	15min	N/A
Engaging effectively with customers	CSL	Workshop	3hours 30min	Individual - £194.84. Group (virtual) - £1,450. Group (own venue) - £1,500. Group (external venue) - £2,500.
Handling Challenging Customers	CSL	E-Learning	1hour 55min	N/A
Introduction to delivering excellent customer service	CSL	E-Learning	15min	N/A
Verbal communication	CSL	Workshop	3hours 42min	Individual - £194.84. Group (virtual) - £1,450. Group (own venue) - £1,500. Group (external venue) - £2,500.
Written communication	CSL	Workshop	4hours 12min	Individual - £194.84. Group (virtual) - £1,450. Group (own venue) - £1,500. Group (external venue) - £2,500.
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

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
Advising, briefing and drafting	CSL - Blended Paid	Workshop	7hrs	Individual - £320.84, Group (virtual) - £3950, Group (own venue) - £4000, Group (external venue) - £5000
Handling Challenging Customers	CSL - Blended	E-Learning	1h 55m	N/A
Managing challenging customer interactions	CSL	Workshop	3hr50min	Individual - not available, Group (virtual) - £1450, Group (own venue) - £2000, Group (external venue) - not available
Verbal communication	CSL - Blended	Workshop	3h42min	Individual - £194.84, Group (virtual) - £1450, Group (own venue) - £1500, Group (external venue) - £2500
Written communication	CSL - Blended	Workshop	4h12min	Individual - £194.84, Group (virtual) - £1450, Group (own venue) - £1500, Group (external venue) - £2500
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
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

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