The first two weeks

By the end, the learner can

• Executive reporting: presents financial performance data, productivity metrics, and goal-achievement summaries to board members and organization officials through polished verbal and written reports
• Customer-facing communication: addresses service or product concerns from clients with professional, solution-oriented responses that reinforce organizational credibility
• Interdepartmental coordination communication: facilitates cross-functional planning discussions for sales promotions or operational initiatives, ensuring each department manager receives consistent, actionable information

Session plan

1. 5 minThe sceneWhere this shows up: offices and operations centers, working with managers, coworkers, customers or clients. Conditions to expect: deadline-driven, coordination-heavy, documentation-focused. Entry roles this maps to: Bill and Account Collectors, Cargo and Freight Agents, Correspondence Clerks.
   • articulates the organization's mission, financial position, and operational priorities to boards, investors, regulators, and the public with precision and authority
   From Chief Executives (11-1011.00)
2. 10 minRun itPairs. One plays the managers, one plays the Bill and Account Collectors. Run the scene for four minutes, then swap. The observer scores against the criteria before anyone discusses it.
   • Tools in play: Data base user interface and query software, Electronic mail software, Document management software.
3. 10 minObserver scores itScored live against the four levels. The scorer marks what they saw, not what they assume the learner could do on a better day. Proficient is the target for this point in the program: Has functional knowledge of the skill and can apply it properly in specific on-the-job settings.
4. 10 minSwap and re-runClose the loop: what changed between the first attempt and the last, and what would have to be true for communication to hold up on a bad day.