GKIM Skill Group: C | Communication and engagement

Identifying internal and external customer groups, understanding how they relate to the work of your team, project or programme.

Identifying business needs and user needs, managing expectations and adapting to changing requirements.

Engaging with customers to develop and adapt our services. Building positive relationships with customers and resolving conflict.

Deliver an education programme (for example, a workshop on document retention).

Facilitating informal learning (for example, through knowledge cafes).

Developing yourself and others within the KIM community through coaching and mentoring.

Engaging with Professional Body Membership and Community Participation (e.g. ARA, AIIM, CILIP and IRMS).

Ensuring users have the support they need from KIM professionals (for example, through face-to-face training, online training, policies, guidance and procedures).

Building and maintaining relationships with specific stakeholder groups.

Collaborating across government and the sector to develop KIM capability and best practice, and further the goals of the profession.

Raising the profile of good KIM practice through user engagement and user-centred design.

Using plain and clear communication at all times.

Using process mapping and other continuous improvement methodologies.

Making sure KIM services meet the requirements of our users, and proactively maintaining a high quality of service.

Developing two-way communication skills, including oral, written, visual, interpersonal, listening and assertiveness skills. Understanding different styles of communication and adapting your style to ensure a clear and concise message.

Presenting information to a range of audiences, while tailoring your approach and messaging to the specific audience.