10. The composition of competence: Communication skills

Abstract

The importance of communication skills and competence to the quality of life is reviewed. Given the importance of communication, distinctions are delineated among the concepts of communication skills and communication competence. Three general approaches to identification and typology of communication skills are reviewed. Bricolage enumeration approaches extract and list skills based on available literature and research. Empirical derivation approaches use data-based approaches to extract higher-order factors or dimensions of skills. A priori approaches employ theories or conceptual models to identify skills. The prospect of a more unified approach is discussed, with the suggestion that new applications to contexts, media, and applications suggest promise in future approaches to communication skills and competence.

The toll of service climate on employees: an emotional labor perspective

“…showing interest and empathy in conversations) and expressiveness (i.e. the use of gestures or humor to emphasize a point during interactions; Spitzberg, 1983, 2015).…”

“…To assess the nurses’ service KSAOs, we asked the head nurses from each ward to respond to four questions regarding each nurse’s service KSAOs. The items were based on Spitzberg’s (2015) constructs and included, for example, the extent to which the nurse is “attentive to the patient’s needs and takes measures to adhere to these needs” and “is empathic towards patients.” Items were rated on a scale from 1 (“Not at all”) to 5 (“Very much so”). Cronbach’s α equals 0.91.…”

Analysis of Conversation Competencies in Strategic Alignment between Business Areas (External Control) and Information Technology Areas in a Control Body

“…Conversational competencies are understood as a fundamental competency for the existence of an organization [24,25]. In this sense, for team work to succeed, it is necessary that communication and collaboration are rooted in a sense of trust amongst the team members [6].…”

“…The observation and the analysis of the types of conversation that define an organization are decisive factors for its continuation and success. The development of organizational competencies has not been a concern in the qualification programs that saw the light of day in organizations [24]. Conversational competence is defined as the ability to, in conversation, mobilize, articulate and put into action, in a sustainable manner, the values, knowledge, skills and attitudes necessary for the efficient and efficacious development of the activities required at work and in life, in a general way [28].…”

“…Conversational competence is defined as the ability to, in conversation, mobilize, articulate and put into action, in a sustainable manner, the values, knowledge, skills and attitudes necessary for the efficient and efficacious development of the activities required at work and in life, in a general way [28]. Thus, to listen effectively and resolve conflicts, as well as deal with badly-formulated requests, promises and offers, expose and query in a productive way, free one's self from the bonds of mistaken judgments and change emotions into results that are useful for the organization all depend on the development of conversational competencies [24]. Some of them are shown in Sections 4.1-4.5.…”