How to write a Communicating and Influencing statement
A step-by-step guide to writing a strong Communicating and Influencing behaviour statement using the STAR method. Follow these steps, avoid common mistakes, and use the checklist before you submit.
What Communicating and Influencing means
Communicating and Influencing means sharing information clearly, listening actively, and persuading others to take action or change their view. Assessors want to see that you adapt your approach to your audience.
What assessors look for: Evidence that you communicate clearly, tailor your message to your audience, listen to feedback, and can persuade or negotiate when needed.
Step 1: Choose your example
Pick one specific situation from your work, volunteering, or education. The best examples for Communicating and Influencing often involve:
- Customer service representative who convinced a reluctant supplier to adopt a new digital invoicing system.
- A situation where you had to think beyond your immediate responsibilities
- A challenge that required you to sharing information clearly and persuading others to take action.
You do not need a dramatic story. A well-told ordinary example scores better than an extraordinary one told badly. Assessors look for clarity and evidence, not grandeur.
Step 2: Write the Situation (2 sentences)
Set the scene quickly. The assessor needs enough context to understand what was at stake, but not every detail.
For example: "Our department was transitioning to a new digital invoicing system, but one of our key suppliers was resistant to change and continued sending paper invoices, causing delays in our payment processing."
Step 3: Write the Task (1 sentence)
State your specific responsibility. What did you need to achieve?
For example: "I needed to persuade the supplier to adopt the digital system while maintaining a positive working relationship."
Step 4: Write the Action (60% of your words)
This is the most important part. Describe what you did, step by step. Use "I" not "we". Be specific about your contribution.
For example: "I arranged a call with the supplier's accounts manager and began by acknowledging their concerns about the transition effort. I then tailored my approach: instead of sending a generic instruction, I p..."
Spending too long on Situation and not enough on Action. The assessor wants to know what you did, not every detail of the context.
Step 5: Write the Result (1–2 sentences)
End with a clear outcome. Include a number if you can — it makes your result concrete and memorable.
For example: "The supplier agreed to trial the digital system within two weeks. Their first digital invoice was processed three days faster than their previous pape..."
Full example
Here is the complete example, annotated with STAR markers:
[S] Our department was transitioning to a new digital invoicing system, but one of our key suppliers was resistant to change and continued sending paper invoices, causing delays in our payment processing.
[T] I needed to persuade the supplier to adopt the digital system while maintaining a positive working relationship.
[A] I arranged a call with the supplier's accounts manager and began by acknowledging their concerns about the transition effort. I then tailored my approach: instead of sending a generic instruction, I prepared a short guide showing how the new system would reduce their own administrative workload, and offered to walk them through the first submission over a video call. I also connected them with our IT helpdesk for ongoing support. I followed up with a concise email summarising the benefits and next steps.
[R] The supplier agreed to trial the digital system within two weeks. Their first digital invoice was processed three days faster than their previous paper ones. The supplier's accounts manager later emailed to say the process was simpler than they had expected.
Common mistakes to avoid
- Describing a presentation you gave without showing how you adapted to your audience.
- Using "influenced" as a verb without evidence of what changed as a result.
- Focusing only on speaking or writing — listening and feedback are equally important.
Checklist before you submit
- Is the example specific and real?
- Do I use "I" not "we" in the Action section?
- Is the word count within the limit (check the job advert)?
- Does the Result include a number or measurable outcome?
- Have I adapted this example to focus on Communicating and Influencing, not another behaviour?
- Have I removed filler words and phrases?
- Have I checked for spelling and grammar errors?