Communication and Interpersonal Skills
What the exam tests
Communication and Interpersonal Skills tests clear writing, active listening, feedback, conflict resolution, public participation, media relations, and crisis communication. Expect questions on audience analysis, message discipline, and maintaining trust with council and community.
Core rules and concepts
- Analyze audience needs, prior knowledge, and preferred channels before drafting.
- Active listening: paraphrase, ask open questions, and confirm understanding before responding.
- Feedback should be specific, timely, behavioral, and focused on impact.
- In conflict, separate positions from interests and look for integrative options.
- Public participation should be transparent about what is and is not open for decision.
- Crisis communication follows plain language, acknowledged facts, empathy, and regular updates; never speculate.
- Council-manager etiquette: no surprises; brief the majority and minority consistently.
Worked example
A council meeting on a fee increase becomes heated. The manager had briefed council members individually, published a one-page comparison of current and proposed fees, and prepared a staff answer for the most likely objection. When a resident accuses staff of hiding costs, the manager acknowledges the concern, shows the full-cost model, and offers a follow-up session. Reasoning: transparency and pre-briefing reduce surprise; acknowledging emotion lowers defensiveness.
Traps that cost marks
- Using jargon with residents or council.
- Sending sensitive feedback by email instead of a conversation.
- Listening only to prepare a rebuttal.
- Overpromising timelines to calm a crowd.
- Letting council learn bad news from the media.