Communication as a SHRM Behavioral Competency
Communication is woven into virtually everything HR professionals do, from drafting policies and delivering training to mediating conflicts and presenting to senior leadership. On the SHRM exam, the Communication competency tests your understanding of effective communication principles and your ability to apply them in workplace scenarios.
While you might think communication is too basic to study for, the exam tests nuanced judgment about communication choices. Knowing the right thing to say is different from knowing the right way, time, and channel to say it.
Key Communication Sub-Competencies
Verbal Communication
Effective verbal communication in HR involves clarity, professionalism, and adaptability. Exam questions may test your ability to choose the right words for sensitive conversations, adapt your speaking style for different audiences, and communicate complex information in accessible terms.
Key principles for exam questions involving verbal communication include the following.
- Be direct but diplomatic when delivering difficult messages
- Adapt your language and level of detail to your audience
- Use active voice and concrete language rather than vague or passive phrasing
- Check for understanding rather than assuming your message was received as intended
Written Communication
HR professionals produce enormous amounts of written communication, from policy documents and offer letters to investigation reports and performance improvement plans. The exam tests your understanding of when written communication is appropriate and how to make it effective.
Active Listening
Listening is perhaps the most important and most undervalued communication skill. On the exam, questions about listening test your ability to give full attention, demonstrate understanding, ask clarifying questions, and respond appropriately to what you have heard.
Nonverbal Communication
Understanding body language, tone of voice, and other nonverbal cues is part of the Communication competency. Exam questions may present scenarios where nonverbal communication contradicts verbal messages, and you need to determine the appropriate response.
Communication Channels and When to Use Them
Selecting the right communication channel is a frequent topic on the exam. Different situations call for different channels, and the exam tests your judgment about these choices.
- Face-to-face communication is best for sensitive topics, conflict resolution, and situations requiring empathy and nuance
- Email is appropriate for documentation, routine information sharing, and reaching distributed audiences
- Written policies and procedures are essential for communicating standards, expectations, and legal requirements
- Group presentations work well for company-wide announcements, training, and strategic communications
- Digital platforms (intranet, messaging apps) are effective for real-time collaboration and informal updates
Communicating Across Differences
HR professionals must communicate effectively with people of different backgrounds, cultures, education levels, and communication preferences. The exam tests your awareness of these differences and your ability to adapt accordingly.
- Consider language barriers and avoid jargon when communicating with non-HR audiences
- Be aware of cultural differences in communication styles, including directness, formality, and the role of hierarchy
- Adapt your communication for different generational preferences without stereotyping
- Ensure accessibility in all communications, including accommodations for disabilities
Common Exam Scenarios
Delivering Difficult News
These questions present situations such as terminations, layoff announcements, or benefit reductions. The best answers demonstrate clarity, empathy, and directness while maintaining professionalism.
Managing Sensitive Communications
Questions about investigation findings, employee complaints, or confidential information test your ability to communicate necessary information while respecting privacy and legal requirements.
Presenting to Leadership
Some questions ask how to present an HR proposal or recommendation to senior leaders. The best answers focus on business impact, use data effectively, and anticipate leadership concerns.
Study Tips
For Communication competency preparation, focus on understanding principles rather than memorizing scripts. Consider how different communication choices would affect outcomes in various scenarios. Pay attention to answer choices that demonstrate respect for the audience, clarity of message, and appropriateness of channel. The exam rewards candidates who choose the communication approach that best serves both the message and the relationship.