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These levels are defined as A, B, C and D and are listed at the top of each page above the competency definitions. Level A is the lowest level of capability, and level D is the highest. Please refer to the competency dictionary that is provided below. Four roles have been defined across organisation as - ENTRY LEVEL / JUNIOR MANAGEMENT, MIDDLE MANAGEMENT, SENIOR MANAGEMENT, HEAD OF THE DEPARTMENT. Each role in the organisation will require a particular combination of competence with varying levels (A, B, C, D) of capability. In the Flip chart, roles are listed against various competencies, you have to mark appropriate competency with the level required against each role. Every role should have a minimum of 5 and a maximum of 7 top competencies. Please use the round stickers provided to you to indicate the competencies for that particular role and write the level that you think is required for that role, on the sticker. o For example – for the role of head, leadership is required at say level D, so put the sticker against leadership in the column provided for head and write D on it.
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LEVEL B Understands the broad business direction and links this to daily activities. and industry data to accurately diagnose business strengths and weaknesses. Drives to take advantage of opportunities. . 1. Remains alert to political.Communication Definition: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message. Is capable of giving effective feedback to subordinates and superiors. Uses this understanding to predict and prepare for others' reactions.1. Pushes for changes in the business to take advantage of opportunities. LEVEL C Responds to peoples' concerns by altering own behavior in a helpful. Has the ability to make a group presentation to peers and/or superiors. financial. LEVEL C Understands the key economic drivers affecting the business. Understands how the organization is positioned for the future relative to its environment. LEVEL D Ensures effective channels of communication between and across business boundaries. concerns. Able to successfully negotiate mutually agreeable and challenging work objectives with subordinates and superiors. Is able to communicate effectively in-group and individual work situations. responsive manner. goes out of the way to invite conversations and express interest in the ideas of others. Understands where the business is heading and how it is positioned.2. LEVEL A Understands the broad business direction and links this to daily activities. economic. Picks up signals to others' thoughts. LEVEL D Understands the economic drivers in industry and how value is created at all levels in the organization. and feelings. Pro-actively scans the market place for information on political. economic. Asks questions to clarify and understand others' views.Organisation and Business Awareness Definition: Understanding and utilizing economic. Creates a good first impression through careful attention to appearance and grooming. and technological and other developments outside the normal boundaries of the business. identifying key issues. LEVEL A Listens when approached by others. Is capable of developing letters and reports and handling customer queries efficiently. and developing strategies and plans. Has an 'open door'. Has some understanding of the factors impacting the business and where the business is heading.1. Is capable of communicating to senior industry leaders in a persuasive and committed manner. Tailors own language to the level of the audience. Works with others to resolve their difficulties. technological and other developments that may impact the business. LEVEL B Understands the reasons behind other people’s thoughts and concerns.
1. LEVEL D Uses strategies to promote team effectiveness across the business such as providing information to other areas of the organization to help make decisions collaboratively and sharing resources to solve mutual problems. Able to analyses own time use. LEVEL B Meets deadlines. Assists in establishing a strong commitment amongst work group members. Works well within the team environment to establish constructive ideas or solutions that meet organizational objectives. Makes positive comments about the abilities and potential of individual team members. Able to identify and anticipate future opportunities and potential problems and incorporate contingency (“what if”) plans into the planning process 1. Monitors and makes decisions to achieve operational goals. Recognizes the importance of considering plans of other departments and involves all stakeholders in the planning process.3. Is a positive influence on the use of time in-group meetings . Self directed and takes the initiative in achieving team goals.helps maintain focus. delivers work on time without sacrificing quality. Genuinely values others' input and expertise. financial and technological to meet goals. Understands and can incorporate scenario building into the planning process. LEVEL B Communicates information about the business to management and employees. Accountable for preparation and delivery of plans for an activity or project undertaken by a work group or team. LEVEL A Diaries appointments and keeps to them on time. regularly reviewing these against agreed performance measures and amending plans as necessary.Planning and Organising Definition: Establishing courses of action for self and others to ensure that work is completed efficiently. Can prioritize tasks and recognize the difference between urgent and important tasks. LEVEL C Takes action outside daily work routine to build commitment to the team as a focus. Tackles the high priority tasks before the low priority tasks. SMART goals and objectives and appropriate performance measures. Encourages others to see themselves as part of the team. Models teamwork in own behavior. allowing for contingencies. Identifies the information and operational resources required for the team to work effectively.Interpersonal Skills Definition: Develop effective relationships with others . and take into account the skills mix within the work group or team. Able to take the longer term view in planning own work rather than just planning day-to-day activities LEVEL C Able to assist other team members where necessary to formulate objectives. Sets realistic but challenging timeframes and deadlines. Facilitates a beneficial resolution of conflicts. Promotes the team's achievement in the larger organization. Actively organizes activities aimed at building team spirit. Able to contribute to departmental plans by formulating clear. LEVEL A Participates willingly with the team by doing his/her share of the teams' work.Teamwork Definition: Actively participating as a member of a team to move the team toward the completion of goals. Is effective in planning the best balance of resources including human. Remains focused on own and team goals and objectives.4. identify common “time stealers” and act to reduce these Plans for interruptions. LEVEL D Can organize activities and allocate resources cost-effectively.
Facilitates individual learning and development within the process area. Provides and seeks constructive and consistent feedback and gives people the freedom to do their work LEVEL C Demonstrates leadership credibility by being visible and living the values. Builds effective relationships with others and presents ideas persuasively and confidently 1. Builds open and honest relationships with others. quality and safety standards for their process area. Safety and Environment Definition: Continually strives for excellence ensuring that all work is completed to agreed standards and enhances the image of the organization without compromising safety. Communicates and reinforces the performance. Complies with quality and safety standards. quality and safety message across the process area. Ensures that development needs of all staff in the process area are identified and addressed and promotes continuous improvement in the areas of quality. Provides opportunities for individuals to learn and develop. Actively facilitates the acquisition and sharing of knowledge and skills throughout the organization. LEVEL A Has a high awareness of the importance of quality and safety. Drives quality within their work area through personal example and by encouraging others. Understands and communicates the strategic importance of quality including costs and benefits and ensures that development needs of the organization are addressed to promote excellence . Is aware of personal and team performance and takes action to improve quality of team work and is aware of personal development needs and works with manager to address these LEVEL B Implements safety and quality standards.LEVEL A Demonstrates trust in team colleagues.Health. Supports team decisions. Actively seeks and gives feedback. Drives quality through personal example and by encouraging others. Benchmarks against competitors. Takes ownership of and find ways to meet personal development needs and takes responsibility for own actions LEVEL B Adopts an open participative communication style. Gives open and constructive feedback to others in team and managers. Takes responsibility for the management of quality. Reinforces and communicates the quality and safety message. Understands impacts of their actions on others and on organization and displays a positive approach.5. Builds effective relationships with others and presents ideas persuasively and confidently LEVEL D Acts in a manner consistent with the values of the organization and influences others to adopt them. Takes ultimate responsibility for quality and safety standards. Takes personal responsibility for the quality of and the safe execution of assigned work. Demonstrates approachability at all times. Implements quality programs including assessing training needs of team and addressing gaps and seeks continuous improvements in quality LEVEL C Understands and is able to set performance. Seeks feedback from and gives feedback to others. LEVEL D Sets vision and overall objectives for quality and safety. Helps other team members to achieve targets. Coaches individuals and teams to meet organizational and personal objectives.
Uses common sense to create solutions. LEVEL D Breaks new ground.6. Anticipates and prepares for a specific opportunity that is not obvious to others. Develops an empowering culture 1. LEVEL C Sets challenging goals (for self and team). which are demanding. for correcting customer service problems and following up to ensure the customer is satisfied. Applies known solutions and concepts in novel ways. Publicly acclaims successful innovations. Ensures mutual benefit. requests and complaints. including anticipating situations 2 to 5 years ahead so as to create opportunities and avoid problems. Fully familiar with customer research so that strategies meet customer needs. Able to identify current and potential customers and ensures quality customer service at all times. Has a continuous improvement focus LEVEL C Actively encourages employee innovations. Becomes intimately involved in and 'expert' on the customers business.Change and Innovation Definition: Is willing to try new ways of working and turn ideas into action so that the organization is capable of adapting to the changing business environment LEVEL A Seeks opportunities to achieve better outcomes. Asks questions to clarify immediate requirements of a situation. Develops a continuous improvement culture.8. LEVEL C Works with a long-term perspective in addressing customer needs. LEVEL A Follows through on customer queries. Actively analyses and reviews marketplace so as to take advantage of potential growth opportunities. improvement initiatives and value-added activities. Advocates and supports a continuous improvement culture.7. Seeks mutual gain partnership with key customers. LEVEL D Negotiates critical business interests with significant internal and external stakeholders and builds partnerships with them. which commit significant resources to enable the achievement of results. Looks for long-term benefits to the customer. creates new concepts that are not obvious to others so as to explain situations or resolve problems. LEVEL B Demonstrates a firm focus on results and the pursuit of excellence by identifying opportunities for specific improvement. Takes a partnership approach. Able to delegate tasks in order to maximize the utilization of resources. Acts responsively to ensure desired results are achieved whilst ensuring they are of quality nature. providing honest. realistic and attainable.1. Takes calculated entrepreneurial risks and exploits challenging opportunities. LEVEL B Works to understand and anticipate the customer’s current and future requirements. . Goes beyond immediate or at hand sources and taps own network of contacts to gather additional information which will enhance the provision of service or will resolve a problem more satisfactorily. Empowers own team LEVEL D Makes strategic decisions. Makes improvements in own area LEVEL B Creates opportunities and minimizes potential problems by introducing something new or different. 1.Results Orientation Definition: Commits to delivering results on time and to the agreed standards through effective objective setting and monitoring and by taking personal responsibility for achieving them LEVEL A Works to meet standards set by others (management or customers). constructive feedback and communicating expectations for performance improvement. Reviews activities to ensure that thinking and actions are focused on customer needs.Customer Focus Definition: Focuses efforts on understanding and meeting internal and external customer needs. Takes personal responsibility for maintaining regular and clear communication with customers. Collaborates to reach agreement. Addresses performance problems in a timely manner by assessing performance against standards. Maintains a focus on results and the pursuit of excellence across diverse and complex tasks.
. Level A Recognizes conflicts and acts accordingly. Maximizes self and other's contribution for the organization by creating value Level D Foresee the conflicts and tries to minimize the same before it arises. Senses the need to assign duties to people and delegating. Highly sought after as a mentor One of the most proactive at recognizing business opportunities and creating a vision that excites and motivates others. Monitors that correct decisions are made and time lines are adhered Can spot talent in individuals. Inspires trust and credibility among others Level C Finds the root cause of the problem and informs his superiors of the same and generates alternatives Assigns responsibility to different people according to their capability and sets deadlines for the same Recognizes the areas that require improvement in subordinates. Takes advantage of most opportunities. could do more to leverage them through others. remains calm and thinks of logical ways to solve the problem Clear about who should be given which tasks Coaches people when required and open to give advice when asked. Gives excellent feedback.1. which they implement. thus takes necessary steps Gives them freedom to work within the framework.10 Leadership Def: Leadership is an interpersonal influence directed towards the achievement of a goal or goals. gives them suggestions. Encourages a participative approach and initiative Level B In case of conflict.
relationships. Challenges and uses other team members for input to see processes in new ways. ensures there are appropriate contingency plans in place.1. “ fire fighting” with shortterm solutions. logic and intuition in taking prompt decisions 1. Tries to think forward in a series of ifs/ thens scenarios. Secures relevant information from all sources and seeks potential solutions LEVEL C Identifies and educates others to focus on causes. reasoned. focus. LEVEL C Personal vision. energy. not symptoms. Combines reason. complex and multi – dependency systems LEVEL B Probes for deeper understanding of non – obvious issues. but unaware of larger.11 Problem Solving and Decision making Definition: Processes problems into solutions and new opportunities. patience and commitment to creative development of new solutions/ processes build upon thorough multi dependency system analysis LEVEL D Can identify and recognize patterns in the surrounding environment. LEVEL A Reacts to situations. Generates creative solutions. and goal directed-the kind of thinking involved in solving problems LEVEL A Is aware of the simple cause and effect relationships. LEVEL B Identifies problems. Comes up with creative alternatives to arrive at optimal solution LEVEL D Uses a systematic approach to anticipate problems.12 Critical Thinking Definition: It is used to describe thinking that is purposeful. Utilizes solution from traditional frames of reference in providing leadership and action for the patterns observed. . of problems and works co operatively to seek solutions.
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