Spoken Communications Monitoring Form SPOKEN COMMUNICATIONS MONITORING FORM INDIVIUAL MONITORING FORM Candidate Assessor Name Name Job Title / Grade Job Title Location Reason For Assessment Line Manager Date of Assessment Go to topDetails of Conversations Assessed Date Time 121234567891011 : 0030 AMPM Channel Standard Acheived Go to top 1. IDENTITY - Does the Individual: • Fully identify themselves and other parties? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered – Name? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered – Role (and company where appropriate) criteria met correctly and fullyriteria not achieved / criteria partially achievedcriteria not required to be considered – Location from which speaking criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Did the individual prompt the other party if they did not identify who they were and where they were speaking from? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Did the individual repeat back to confirm that they were speaking to the correct person and that they understood where the other person was? criteria met correctly andcriteria not achieved / criteria partiallycriteria not required to be considered Comments 2. MESSAGE CONTENT (DELIVERY) - Does the Individual: • Make it clear what the intention or purpose of the communication is (i.e. taking a line blockage, reporting an event) criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Deliver the message in a logical structure? (i.e. is it evident that the individual has thought about what they are going to say) criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Deliver the message concisely without any superfluous chat? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Deliver the information accurately? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Deliver all the relevant information? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Use the phonetic alphabet appropriately? (i.e. on train headcodes, signal numbers, difficult words) criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Use numbers singularly as appropriate? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Use standard job terms / phrases? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Convey times in the 24hr clock format? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Avoid using slang or local terminology? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered Comments 3. MESSAGE CONTENT (RECEIVING) - Does the Individual: • Listen to the information being provided? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Ask questions to clarify understanding? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Ask questions to make sure they have all the relevant information? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Use acknowledgements (i.e. paraphrasing, use of uh huh) to indicate that they are listening criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Persist with questioning until confident they have all the relevant information (i.e. does not accept vague reports) criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered Comments 4. CONFIRMING UNDERSTANDING - Does the Individual: • Repeat back or summarise the critical details? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Prompt / challenge the other party if they do not repeat back? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Persist with questioning / imparting information until they are comfortable a clear understanding has been reached? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Identify and correct errors / inconsistencies in the repeat back from the other party? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered Comments 5. NEXT STEPS - Does the Individual: • Make sure that contact details are exchanged? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Only conclude the communications when the next step has been agreed? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered Comments 6. OVERALL - Does the Individual: • Use a confident tone of voice throughout? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Speak slowly and clearly throughout? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Avoid interrupting or speaking over the other party? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Remain professional and polite throughout the exchange? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Remain assertive even if the other party is challenging? criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered • Convey / receive an accurate message criteria met correctly and fullycriteria not achieved / criteria partially achievedcriteria not required to be considered Comments NOTE: All criteria must be considered by the assessor. Where criteria are discretionary there is an opt out available via an N/A option, when this is not available this signifies a mandatory requirement. The candidate may fulfill the requirements in any order during the communication; therefore the assessor must navigate to the appropriate section when required and may revisit and amend a previous competency decision Does The Candidate Need Further Development YESNO Development Action Plan Nature of development need: What is the development plan: How will the development plan be closed: Date Plan Agreed Assessors Name Agreed interim review date (optional): Agreed target date for completion: Development Plan Closure How was the development plan closed: Actual date plan closed: Closed by (name): If you are human, leave this field blank. Submit
