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Comprehensive Communication Skills provides the critical competencies (knowledge, skills and attitudes) associated with effective RRNCO’s in their efforts to successfully manage all the tenets of strength maintenance: recruiting, retention and attrition management. Three tenets come into play at various points in the life cycle of the typical soldier, so this concept is firmly embedded throughout the program.

Course developers conducted focus groups and one-on-one interviews with RRNCO’s, soldiers, Unit leaders, and others in the recruiting chain of command. These conversations took place at Fort Indian Town Gap (PA ARNG); Leesburg (VA ARNG); Fort Jackson (SC ARNG); STARC in South Carolina, NGB in Washington; and PEC in Little Rock, as well as recruiters from Minnesota, Vermont, and Indiana.

The development team also observed RRNCO interviews and interviewed soldiers about recruiting, retention, and attrition. The research showed the skills and concepts RRNCO’s need to be successful. It also identified “best practices” of successful RRNCO’s. This enabled developers to create a course that reflects changes in the Army National Guard in the current operating environment and the day-to-day reality of an RRNCO’s experience, on which all examples and exercises are based.

The course is structured to help the RRNCO “take the hill” — know the terrain, move incrementally, and gain ground as he/she learns and practices the processes and skills that lead to success as an RRNCO. The content is built as five phase lines — each building the RRNCO’s skills and knowledge as he “takes the hill.” The first three phase lines of Comprehensive Communication Skills focus on process skills essential to their success as an RRNCO. These are fundamental leanings that support the actions to prospect, interview, and carry out the three tenets.

The first two phase lines are the foundation — who the ARNG is. Phase Line 1 looks at the ARNG Brand Promise — “You Can.” This means understanding the brand promise and how it affects the RRNCO’s role and the prospect, recruit, or soldier, leveraging that understanding by conveying it effectively. It underscores the importance of “soldier first.”

The second critical phase line is Customer and Product Knowledge: knowledge of the customers and the ARNG product. This entails knowing all about: the market, the characteristics of the territory, and the customers — the prospects, recruits, soldiers, and those who influence these various people and what motivates each one. The ARNG product examines the ARNG, what it offers to the customers, how it appeals to the specific motivators and values. It emphasizes the importance of uncovering both the tangible and the intangible benefits of the ARNG.

The third critical phase line looks at what we do — the Strategic Know-How in areas that are critical to the RRNCO’s success, including: the roles of the RRNCO, the competition, the soldier life cycle timeline, the unit processes, situation analysis and sourcing leads.

The fourth, and most extensive, phase line focuses on the “how” — critical Communication Skills to use when prospecting, interviewing, making presentations, or briefing Unit leadership. With these skills, the RRNCO can develop a dialogue with all his customers — prospects, recruits, soldiers, influencers, and Unit leadership — at any point in the Soldier’s Life Cycle and achieve the best result for all concerned.

Specifically the RRNCO will better understand the role of effective communication in executing on customer knowledge, product knowledge, brand image, and strategic know-how. He will understand how communication skills are a critical component of engaging the prospect, soldier, COI, VIP, Unit leadership, and all other customers. The RRNCO learns that once engaged in a targeted discussion, he is able to achieve objectives that are a win all around — for the customer, for the RRNCO, and for the Army National Guard.

The communication skills in this unit include: building trust, prospecting, presenting The Communication Skills consist of: Building Trust, without which, effective communication is impossible. Communicating to Engage so that the RRNCO knows what to say and do when he is Prospecting and interviewing. Applying the Communicating to Engage skills when Presenting helps the RRNCO effectively convey the Guard message to groups. Applying the Communicating to Engage skills when Influencing Unit Decisions helps him move others to action when he has no direct authority or control over them.

The final phase line of Comprehensive Communication Skills looks at Sustainment Tools to help the RRNCO maintain and apply what he’s learned in this segment of the Basic Course. The tools can be implemented through self-study or conducted by the RRNCOIC or the MTT.

The learning methodology in this program is varied and designed to create the RRNCO’s immediate buy-in and application of the news skills and processes. Additionally, it is intends to shorten the learning curve and increase confidence in using the skills back in the field since every activity and all content is specific to the RRNCO’s environment and reality. Application to all three tenets of Strength Maintenance is reflected throughout the entire program.

Overall, as a result of the Comprehensive Communication Skills, RRNCO’s will be better able to:

• Use skills and processes to leverage the knowledge of the RRNCO course
• Be more confident in the ARNG value proposition, given the change in Op tempo
• Handle the tough issues and have more productive discussions with all customers and throughout any soldier’s life cycle with the ARNG
• Be more agile in using the ANRG resources and tools
• Get things done productively
• Have more control over their environment