Deca Performance Indicators Communication Skills

Identify sources that provide relevant, valid written material (CO:054) (PQ)

Businesses must identify trustworthy and reliable sources of written material to ensure the accuracy and validity of information used in decision-making. Examples:
Microsoft: When creating software documentation, Microsoft relies on technical research papers, industry standards, and internal knowledge to provide accurate content.
Amazon: In product descriptions, Amazon sources written material from manufacturers and independent reviews to provide relevant, trustworthy information to customers.

Extract relevant information from written materials (CO:055) (PQ)

Businesses must be able to sift through written content to pull out critical details that directly impact decisions or tasks. Examples:
Google: In analyzing user feedback, Google’s team extracts insights from millions of reviews to improve search algorithms and user experience.
Nike: Nike’s design team extracts market trends and consumer feedback from industry reports to develop new product lines.

Apply written directions to achieve tasks (CO:056) (PQ)

Businesses use written instructions to ensure consistent execution of processes and procedures. Examples:
McDonald’s: Franchisees use written manuals with step-by-step instructions to ensure uniformity across all locations in preparing food.
Apple: Apple employees follow detailed operational procedures to assemble devices according to set standards, ensuring quality control.

Analyze company resources to ascertain policies and procedures (CO:057) (CS)

Businesses review internal documentation to understand their policies and establish procedures. Examples:
Walmart: Employees refer to internal handbooks and policy guides to understand company protocols for customer service and handling returns.
Starbucks: Starbucks staff reviews their training manuals and policy documents to adhere to the company’s service standards and operational procedures.

Explain communication techniques that support and encourage a speaker (CO:082) (PQ)

Effective communication techniques help to engage and encourage a speaker, creating a positive environment for conversation. Examples:
Salesforce: Managers use active listening and open-ended questions during team meetings to encourage participation and idea-sharing.
Zappos: Customer service representatives are trained to use empathetic listening techniques to support customers, making them feel heard and valued.

Follow oral directions (CO:119) (PQ)

Employees must follow verbal instructions accurately to ensure tasks are completed efficiently. Examples:
FedEx: Delivery drivers follow detailed verbal directions from dispatch to ensure packages reach the correct destination.
UPS: In warehouse operations, staff follow verbal instructions from supervisors on how to sort and organize packages for shipment.

Demonstrate active listening skills (CO:017) (PQ)

Active listening is essential for understanding and responding appropriately during conversations. Examples:
Tesla: In team meetings, engineers actively listen to each other's input to refine designs for new electric vehicle models.
Spotify: Customer service agents listen attentively to users’ issues and respond with tailored solutions, ensuring customer satisfaction.

Explain the nature of effective verbal communications (CO:147) (PQ)

Effective verbal communication involves clear and concise language that fosters understanding and minimizes confusion. Examples:
Nike: During product launches, spokespersons articulate the brand's message clearly and passionately to create excitement and connect with the audience.
Whole Foods: Managers clearly communicate health and safety protocols to staff to maintain a safe working environment.

Ask relevant questions (CO:058) (PQ)

Asking the right questions helps businesses gather important information and clarify doubts. Examples:
Tesla: Engineers ask specific questions during design reviews to ensure that all aspects of the vehicle prototype meet safety standards.
Uber: Drivers ask clarifying questions to passengers regarding pick-up locations or destinations to avoid confusion and ensure smooth service.

Interpret others' nonverbal cues (CO:059) (PQ)

Understanding nonverbal communication is essential for interpreting underlying messages or emotions in business settings. Examples:
Disney: In theme park settings, employees interpret guests' body language to assess whether additional assistance is needed.
Apple: During product demonstrations, sales staff read customer body language to determine interest levels and adjust their pitch accordingly.

Provide legitimate responses to inquiries (CO:060) (PQ)

Businesses must provide accurate and trustworthy responses to customer inquiries. Examples:
AT&T: Customer service representatives provide accurate technical support by answering queries with up-to-date product information.
Target: Store employees respond to customers' questions about product availability and store policies, ensuring clarity and satisfaction.

Give verbal directions (CO:083) (PQ)

Verbal directions are critical for guiding others and ensuring tasks are completed as intended. Examples:
Amazon: Warehouse supervisors give clear verbal instructions to employees on how to pick, pack, and ship products efficiently.
Starbucks: Shift supervisors provide verbal instructions to baristas on how to prepare drinks quickly during peak hours.

Employ communication styles appropriate to target audience (CO:084) (CS)

Businesses adjust their communication style based on the audience to ensure messages are understood and well-received. Examples:
Coca-Cola: Marketing campaigns are tailored to different demographic groups, with messaging adjusted to resonate with each audience, whether through humor or emotional appeal.
IBM: In business-to-business communication, IBM uses a professional and technical tone when engaging with corporate clients, ensuring the information is precise and relevant.

Defend ideas objectively (CO:061) (CS)

Business professionals defend their proposals or perspectives logically and without personal bias. Examples:
Google: Product managers defend their strategic decisions by presenting data-driven insights that support their ideas during meetings.
Nike: In product development discussions, designers defend their creative choices based on consumer research and market trends.

Handle telephone calls in a businesslike manner (CO:114) (CS)

Businesses ensure that telephone calls are answered promptly and professionally to create a positive impression. Examples:
Verizon: Customer service representatives handle calls professionally, greeting customers, addressing issues, and providing solutions efficiently.
American Express: Representatives manage calls by speaking clearly, empathetically, and professionally to assist customers with account inquiries.

Participate in group discussions (CO:053) (CS)

Effective participation in group discussions helps teams make decisions, share ideas, and problem-solve. Examples:
Apple: During product brainstorming sessions, team members share ideas and discuss innovations for the next generation of products.
Netflix: Content creators participate in team discussions to refine ideas for original series based on viewer trends and market research.

Facilitate (lead) group discussions (CO:201) (SP)

Leading group discussions involves guiding conversations, ensuring all voices are heard, and keeping the discussion on track. Examples:
Google: Project managers lead team meetings to discuss new software development initiatives, ensuring that all team members contribute and deadlines are met.
Microsoft: Senior leaders facilitate group discussions during strategy meetings, ensuring that key decisions are made collaboratively and transparently.

Make oral presentations (CO:025) (SP)

Oral presentations are used by businesses to convey information effectively to various audiences. Examples:
Tesla: CEO Elon Musk presents quarterly earnings and new product innovations to shareholders and the public in clear, engaging speeches.
Johnson & Johnson: Executives present to stakeholders about company performance and new healthcare initiatives through detailed, informative presentations.

Utilize note-taking strategies (CO:085) (CS)

Effective note-taking helps businesses capture important details and organize thoughts during meetings and research. Examples:
Salesforce: During client meetings, sales representatives take notes to capture key concerns and product requests to tailor future proposals.
Microsoft: Developers use structured note-taking strategies during brainstorming sessions to document ideas for feature development.

Organize information (CO:086) (CS)

Businesses need to organize collected data to make it accessible and actionable. Examples:
Spotify: Data analysts organize listening trends by demographics and genres, making it easier for marketing teams to tailor campaigns.
Amazon: Warehouse management systems organize inventory data to ensure products are easily located and shipped efficiently.

Select and use appropriate graphic aids (CO:087) (CS)

Effective use of visuals enhances communication by making information clearer and more engaging. Examples:
Nike: Marketing teams use infographics to showcase product features and benefits to consumers in promotional materials.
Coca-Cola: When presenting quarterly results, Coca-Cola uses charts and graphs to help stakeholders understand sales performance.

Explain the nature of effective written communications (CO:016) (CS)

Effective written communication requires clarity, coherence, and an appropriate tone to convey messages in business. Examples:
Amazon: Product descriptions on Amazon’s website are written clearly, highlighting key features and benefits to inform customers before purchasing.
LinkedIn: LinkedIn professionals craft clear and concise profiles that showcase their skills and experience to attract potential employers.

Select and utilize appropriate formats for professional writing (CO:088) (CS)

Businesses must adapt their writing style and format to suit the context, whether it's an email, report, or presentation. Examples:
Slack: Teams at Slack use a combination of formal and informal writing styles, depending on whether they are addressing customers or internal staff.
Deloitte: When submitting audit reports to clients, Deloitte follows a formal, structured format to present findings clearly and professionally.

Edit and revise written work consistent with professional standards (CO:089) (CS)

Editing ensures that written communication meets business standards for quality, accuracy, and professionalism. Examples:
Google: Content creators at Google revise blog posts, ensuring they are grammatically correct, informative, and SEO-friendly.
McKinsey & Company: Consultants at McKinsey carefully edit reports for clarity, coherence, and precision before presenting them to clients.

Write professional emails (CO:090) (CS)

Writing professional emails requires clear subject lines, appropriate greetings, and concise messages. Examples:
Microsoft: Employees at Microsoft send professional emails to clients and colleagues, using a formal tone and including relevant information in a concise format.
Salesforce: Sales representatives write personalized emails to potential clients, addressing their needs and offering tailored solutions.

Write business letters (CO:133) (CS)

Business letters must follow proper etiquette and formal language to convey messages professionally. Examples:
Apple: When responding to customer complaints, Apple’s customer service team sends professionally written letters offering solutions and compensation.
Ford: Ford writes formal letters to suppliers to negotiate contracts and discuss terms of agreement.

Write informational messages (CO:039) (CS)

Informational messages are used by businesses to convey specific, relevant information to stakeholders. Examples:
Uber: Uber sends informational messages to drivers regarding changes in policies or new features in the app.
Delta Airlines: Delta Airlines sends passengers informational messages about flight status updates or policy changes.

Write inquiries (CO:040) (CS)

Writing inquiries helps businesses request information or clarification from others. Examples:
Amazon: A seller may write an inquiry to Amazon's customer service to resolve an issue related to a product listing.
L’Oréal: A supplier may write an inquiry to L’Oréal requesting clarification on product packaging requirements.

Write persuasive messages (CO:031) (SP)

Persuasive messages are designed to influence decision-making or encourage action from recipients. Examples:
Nike: Nike’s advertising campaign uses persuasive messaging to convince consumers to buy new product lines, emphasizing benefits and lifestyle alignment.
Coca-Cola: Coca-Cola’s marketing campaigns persuade consumers to choose their brand over competitors by associating it with moments of joy and celebration.