Ref05ABCCoCoreCompetenciesBehaviouralandRolespecificWord下载.docx
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Whatarecompetencies?
Competenciesareamixtureofknowledge,skillsandattitudewhichprovideacleardescriptioninsimplelanguageofwhatapersonneedstobeabletodotocarryouthisorherjobeffectively.
Theycanhelpto:
-enableindividualstounderstandmoreclearlywhatisrequiredofthem
-becomemoreawareoftheirstrengthsanddevelopmentneeds
-enabletoorganisationtoensurethatithastherightpeopledoingtherightjobs
Corecompetencies
Thesearebehavioursandvalueswhichweexpecteverybodytodisplay.Theyarevitaltomaintainandbuildourbusiness;
theyareimportantinestablishinghowweworktogether,howwetreatandrespecteachother.Fivecorecompetencieshavebeenidentified:
CommittedtoServiceExcellenceandAddedValue
WorkingTogetheracrosstheBusiness
MakingaPersonalImpressionandImpact
AchievingResults
ContinuallyImprovingandInnovating
Foreachofthesecompetencieswehaveidentifiedclearindicatorsofwhatisexpected,whatoutstandingperformancewouldlooklikeandhowwewouldrecognisepoororunacceptableperformance.
Byestablishingtheseindicatorsemployeesandmanagerswillhaveacommonunderstandingofwhatisexpected.Thiswillnotonlyhelpustoimprovethewaywedobusinessbutwillalsoensuregreaterfairnessandconsistencyforassessingindividualperformance.
Rolespecificcompetencies
Inadditiontothesecompetencies,therearealsorolespecificcompetencies.Thesearecompetenciesofwhichsomewillapplytoyouandsomewillnot–itdependsonyourrole.
▪Intheperformancereviewprocess,individualswillbeaskedtochooseanumberwhicharemostrelevantorimportanttothemandagreethesewiththeirlinemanager.Thesewillformpartoftheappraisaldiscussion.
▪Eachrolespecificcompetencyissplitintodifferentlevelswhichreflectthedegreesofexpertiseintheirparticulararea.
CoreCompetencies
Definition
Page
Proactivelymeetsandexceedstheneedsofbothinternalandexternalcustomers,goingbeyondexpectations.
4
Contributeseffectivelytoorganisationalvisionthroughteamwork,employingopencommunicationchannelsandsharinginformationtoachieveacommonobjective.
5
MakingaPositiveImpressionandImpact
Buildssupport,commitmentandrespectfromothersbydemonstratingprofessionalism,integrityandexpertise.
6
Drivesselfandotherstoachieveresultsandsurpassgoalsbysettinghighstandardsofperformance.
7
ContinuallyImproveandInnovate
Goestheextramiletodevelopselfandinnovativelycreatecompetitiveadvantage.
8
RoleSpecificCompetencies
ManagingClientRelationships
Identifiesandbuildsanactivenetworkofinternalandexternalrelationships/accounts,managingdelivery,retentionandgrowth.
10
ApplyingKnowledgeandSkillstoDeliverClientInsight
Makesuseofvariedinformationsourcesandanalyticalskillstocreateinsightstailoredtotheclients’needs.
11
BusinessandCommercialAcumen
Demonstratesunderstandingofthebusinessandcommercialenvironmenttoexploitopportunitiesandpromoteprofitability.
12
DeliveringSuccessfulProjects
Participatesinand/orleadssuccessfulprojects,includingtheabilitytobalanceconflictingprioritiesandmanageresources.
13
WorkingEffectivelyinGlobalandMulti-CulturalEnvironments
Demonstratesunderstandingandrespectofotherculturestoworkinpartnershiptoenhanceclientsolutionsandachievebestvalueforclients.
14
EffectivePeopleManagementandMotivationalLeadership
Establishesexpectations,accountabilities,purposeandvision,andcreatesanenvironmentwhereotherscanachieveoptimalperformance
16
ThoughtLeadership
Activelyleadsandpromotesaculturetoturntoday’spossibilitiesintotomorrow’scapabilities
17
StrategicVisioningandImplementation
Createsthefuturedirectionforthecompany,drivesthebusinessforwardtoachievelongtermgoalsandeffectivelyensuresachievementofbusinessresults
18
Proactivelymeetsandexceedstheneedsofbothinternalandexternalcustomers,goingbeyondexpectations
Expected
Higher
∙Takesaproactive,positiveinterestinclients’needsandbusinessandindustry/function
∙Activelyworksinpartnershipwithclientstoachievetheiraims;
adoptstheirvision
∙Initiatesclientcontactanddevelopsrapporttobuildandmaintainlongtermclientrelationships
∙Consistentlyproducesahighqualityofprofessionalwork
∙Respondstoqueries/requestspromptly;
providesongoingandaccuratefeedback
∙Ensuresrequestsarefollowedthroughtocompletion;
respondsevenifanswerisnotimmediatelyavailable
∙Clarifiesclientneedsandmanagesclientexpectations;
doesnotmakeassumptions
∙Isdependable;
clientknowstheresultswillbeproduced/delivered
∙Viewsownoutputfromclient’sperspective
∙Recognisesthateveryclientisdifferent,looksateachproject/taskwithafreshapproach
∙Obtainsbothinternalandexternalclientfeedbackandactivelyusesthistoformimprovementstoservice
∙Alwaysaimstoexceedclients’expectationsandanticipatesclients’needs
∙Exploresnewwaysofworkingthatofferabetterservicetoclients
∙Usesexperienceandknowledgetoanticipateissues/obstacles
∙Preparedtochallengetherequestsoftheclientwhenownexperiences/knowledgesupportsanalternativesolution
∙Isabletosay‘no’fortherightreasons
∙Useslateralthinkingtoenableclienttoseethebroader
context/freshperspective
∙Recognisesthechangingnature/needsofcustomerbusinessesanddevisesapproachestoexceedtheirneeds
∙Encouragesotherstogobeyondinternalandexternalclientexpectations
NegativeBehaviours
☒Failstorespondpromptlytoclientrequests
☒Doesnotlisten;
isunresponsive/unhelpful/inflexible
☒Passesthingsbacktotheclientwithouttakingownership
☒Onlyprovidesinformation/datawithoutassessingneedsoftheclient
☒Copiespreviousworke.g.proposalswithoutgivingitaddedthought
☒Produceslowqualityoutput
☒Oversells,over-promisestoclient
☒Doesnotmakerecommendations
Contributeseffectivelytoorganisationalvisionthroughteamwork,employingopencommunicationchannelsandsharinginformationtoachieveacommonobjective
∙Workscollaborativelywithotherstomeetclientneeds,givingsupportwhenneeded
∙Networksacrossthebusinesstodevelopstrongandproductiveteamworkingrelationships/businesssolutions
∙Buildsproductiveandco-operativeteamworkingrelationshipswithcolleagues
∙Proactivelysharesownskills,knowledgeandideas
∙Activelyparticipatesinandcontributestoteamactivities
∙Takesresponsibilityforownactions
∙Encouragesandactivelyseekstheviewsofothersonwaystoapproachtasks/resolveproblems
∙Understandsimpactofownworkorbehaviouroncolleagues/otherareasofthebusiness
∙Respectfulofthetimeandexpertiseofothers
∙Appreciatestheworkofothers,givingcreditwheredue
∙Challengesbehavioursthatunderminediversity
∙Ensuresatwowayflowofinformation/communication;
passesinformationonquicklyandwidely
∙Supportsopenandthoroughcommunicationacrossthebusiness
∙Recognisedasateamplayerwhotakesresponsibility,providesunsolicitedassistanceandsharesrecognitionandcreditwithothers
∙Createsateamworkingenvironmentthatencouragesandempowersco-operationandteamwork
∙Activelylooksforwaystoconnect/partnerwithotherareasacrossthebusinesse.g.acrossgeographies,divisions,sectors;
thinksaspartofaGlobalgroup
∙Employsawiderangeofstylesandapproachestosuitdifferentsituations/audiences
∙Readilyworksonjointinitiativesandprojectstoprovidean‘integrated’offeringtoclients
∙Challengesorganisationalculture,policiesandproceduresthatarebarrierstocollaborativeworking
∙Understandsteamdynamics;
buildsconstructiveandeffectiverelationships
∙Effectivelyresolvesstress/ambiguity/conflictbetweenindividuals/teams
∙Communicatestoothersasenseofteamasbeing‘ABCWorldwide’
∙Sharesideastoensureacommonvisionforclients
☒Worksinavacuum;
onlyfocusesonownneeds/requirements
☒Doesnotthinkbeyondtheboundariesofowndepartment
☒Makescommitmentsorpromisesonbehalfofotherswithoutconsultingthem
☒Isdisinterestedinteamgoals;
failstocontribute/co-operate
☒Putsownlocalinterestfirstratherthangroup’sinterest
☒Competeswithothersincompany/group
☒Blamesotherswhenthingsdonotgowell
∙Isproficientandknowledgeableinownprofessionalareaandtakesprideinown
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