Rules of the Game (KALE)

Each competency has four levels. 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
DEPATMENT.

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.

1.1. Organisation and Business Awareness

Definition: Understanding and utilizing economic, financial, and industry data to accurately diagnose
business strengths and weaknesses, identifying key issues, and developing strategies and plans.
LEVEL A

LEVEL B

LEVEL C

LEVEL D

Understands the broad

business direction and
links
this
to
daily
activities.

Understands the broad

business direction and
links
this
to
daily
activities.
Has some understanding
of the factors impacting
the business and where
the business is heading.

Understands
the
key
economic
drivers
affecting the business.
Remains alert to political,
economic, technological
and other developments
that may impact the
business.
Pushes for changes in
the business to take
advantage
of
opportunities.
Understands where the
business is heading and
how it is positioned.

Understands the economic

drivers in industry and how
value is created at all levels
in the organization.
Pro-actively
scans
the
market place for information
on political, economic, and
technological
and
other
developments outside the
normal boundaries of the
business.
Understands
how
the
organization is positioned for
the future relative to its
environment.
Drives to take advantage of
opportunities.

1.2. 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.
LEVEL A
Listens
when
approached by others.
Picks up signals to
others'
thoughts,
concerns, and feelings.
Asks questions to clarify
and understand others'
views. Creates a good
first impression through
careful
attention
to
appearance
and
grooming.
Is capable of developing
letters and reports and
handling
customer
queries efficiently.

LEVEL B
Understands the reasons
behind
other
peoples
thoughts and concerns.
Uses this understanding
to predict and prepare for
others' reactions. Has an
'open door', goes out of
the
way
to
invite
conversations and express
interest in the ideas of
others. Has the ability to
make
a
group
presentation
to
peers
and/or superiors.
Is able to communicate
effectively in-group and
individual work situations.

LEVEL C

LEVEL D

Responds
to
peoples'
concerns by altering own
behavior in a helpful,
responsive manner. Works
with others to resolve their
difficulties.
Is
capable
of
giving
effective
feedback
to
subordinates
and
superiors.
Able
to
successfully
negotiate
mutually agreeable and
challenging
work
objectives
with
subordinates
and
superiors.

Ensures effective channels

of communication between
and
across
business
boundaries.
Is
capable
of
communicating to senior
industry
leaders
in
a
persuasive and committed
manner.
Tailors
own
language to the level of
the audience.

Teamwork
Definition: Actively participating as a member of a team to move the team toward the completion of goals.
LEVEL A

LEVEL B

LEVEL C

LEVEL D

Participates willingly with

the
team
by
doing
his/her share of the
teams' work. Works well
within
the
team
environment to establish
constructive
ideas
or
solutions
that
meet

Communicates
information about the
business
to
management
and
employees.
Actively
organizes
activities
aimed at building team
spirit.
Encourages

Takes action outside daily

work routine to build
commitment to the team
as a focus.
Models
teamwork
in
own
behavior.
Facilitates a
beneficial resolution of
conflicts.
Promotes the

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

organizational objectives.
Assists in establishing a
strong
commitment
amongst
work
group
members.
Makes positive comments
about the abilities and
potential of individual
team members.

others
to
see
themselves as part of
the team.
Genuinely
values others' input
and expertise.
Self
directed and takes the
initiative in achieving
team goals.
Identifies
the
information
and
operational
resources
required for the team
to work effectively.

team's achievement in the

larger organization.

mutual problems.

1.3. Planning and Organising

Definition: Establishing courses of action for self and others to ensure that work is completed efficiently.
LEVEL A
Diaries appointments
and keeps to them on
time. Can prioritize
tasks and recognize
the difference between
urgent and important
tasks.
Tackles
the
high
priority tasks before
the low priority tasks.
Able to analyses own
time
use,
identify
common
time
stealers and act to
reduce these
Plans for interruptions,
allowing
for
contingencies.

LEVEL B
Meets deadlines, delivers
work on time without
sacrificing quality.
Is a positive influence on
the use of time in-group
meetings - helps maintain
focus.
Able to contribute to
departmental plans by
formulating clear, SMART
goals and objectives and
appropriate performance
measures.
Sets
realistic
but
challenging
timeframes
and deadlines.
Able to take the longer
term view in planning own
work rather than just
planning
day-to-day
activities

LEVEL C

LEVEL D

Able to assist other team

members where necessary to
formulate objectives.
Remains focused on own and
team goals and objectives,
regularly
reviewing
these
against agreed performance
measures and amending plans
as necessary.
Accountable for preparation
and delivery of plans for an
activity or project undertaken
by a work group or team.
Recognizes the importance of
considering plans of other
departments and involves all
stakeholders in the planning
process.
Understands
and
can
incorporate scenario building
into the planning process.

Can organize activities

and allocate resources
cost-effectively, and take
into account the skills
mix within the work
group or team.
Is
effective in planning the
best
balance
of
resources
including
human, financial and
technological to meet
goals.
Monitors
and
makes
decisions
to
achieve
operational goals.
Able to identify and
anticipate
future
opportunities
and
potential problems and
incorporate contingency
(what if) plans into the
planning process

1.4. Interpersonal Skills

Definition: Develop effective relationships with others

LEVEL A

LEVEL B

LEVEL C

LEVEL D

Demonstrates trust in
team colleagues. Helps
other team members to
achieve targets. Supports
team decisions. Builds
open
and
honest
relationships with others.
Understands impacts of
their actions on others
and on organization and
displays
a
positive
approach. Gives open
and
constructive
feedback to others in

Adopts
an
open
participative
communication
style.
Coaches
individuals
and teams to meet
organizational
and
personal
objectives.
Provides opportunities
for individuals to learn
and develop. Provides
and seeks constructive
and
consistent
feedback
and
gives
people the freedom to

Demonstrates leadership
credibility by being visible
and living the values.
Facilitates
individual
learning and development
within the process area.
Actively seeks and gives
feedback. Builds effective
relationships with others
and
presents
ideas
persuasively
and
confidently

Acts in a manner consistent

with the values of the
organization and influences
others
to
adopt
them.
Demonstrates
approachability at all times.
Seeks feedback from and
gives feedback to others.
Actively
facilitates
the
acquisition and sharing of
knowledge
and
skills
throughout the organization.
Builds effective relationships
with others and presents

team
and
managers.
Takes ownership of and
find
ways
to
meet
personal
development
needs
and
takes
responsibility
for
own
actions

do their work

ideas
persuasively
confidently

and

1.5. Health, 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.
LEVEL A

LEVEL B

LEVEL C

LEVEL D

Has a high awareness of

the importance of quality
and safety. Complies with
quality
and
safety
standards.
Takes
personal responsibility for
the quality of and the
safe
execution
of
assigned work. 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

Implements safety and

quality
standards.
Reinforces
and
communicates
the
quality
and
safety
message.
Drives
quality
within
their
work
area
through
personal example and
by encouraging others.
Implements
quality
programs
including
assessing
training
needs of team and
addressing gaps and
seeks
continuous
improvements
in
quality

Understands and is able to

set performance, quality
and safety standards for
their
process
area.
Communicates
and
reinforces
the
performance, quality and
safety message across the
process
area.
Takes
responsibility
for
the
management of quality.
Ensures that development
needs of all staff in the
process area are identified
and
addressed
and
promotes
continuous
improvement in the areas
of quality.

Sets
vision
and
overall
objectives for quality and
safety.
Takes
ultimate
responsibility for quality and
safety
standards.
Benchmarks
against
competitors. Drives quality
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

1.6. 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

LEVEL B

LEVEL C

LEVEL D

Works to meet standards

set
by
others
(management
or
customers).
Asks
questions
to
clarify
immediate requirements
of a situation.
Acts
responsively
to
ensure desired results
are
achieved
whilst
ensuring they are of
quality nature.

Demonstrates a firm focus on

results and the pursuit of
excellence
by
identifying
opportunities
for
specific
improvement.
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.
Able to delegate tasks in order
to maximize the utilization of
resources.

Sets challenging goals (for

self and team), which are
demanding, realistic and
attainable.
Addresses
performance problems in a
timely manner by assessing
performance
against
standards,
providing
honest,
constructive
feedback
and
communicating expectations
for
performance
improvement.
Empowers
own team

Makes
strategic
decisions,
which
commit
significant
resources to enable
the achievement of
results. Maintains a
focus on results and
the
pursuit
of
excellence
across
diverse and complex
tasks. Develops an
empowering culture

1.7. 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

LEVEL B

LEVEL C

Seeks opportunities
to achieve better

Creates opportunities
and
minimizes

Actively
employee

LEVEL D
encourages
innovations,

Breaks new ground, creates new

concepts that are not obvious to

outcomes.
Uses
common sense to
create solutions.
Makes
improvements
in
own area

potential problems by
introducing
something new or
different.
Applies
known solutions and
concepts
in
novel
ways.
Has
a
continuous
improvement focus

improvement initiatives and

value-added
activities.
Publicly acclaims successful
innovations.
Anticipates
and prepares for a specific
opportunity that is not
obvious to others.
Advocates and supports a
continuous
improvement
culture.

others so as to explain situations

or resolve problems.
Takes
calculated entrepreneurial risks
and
exploits
challenging
opportunities,
including
anticipating situations 2 to 5
years ahead so as to create
opportunities
and
avoid
problems.
Develops
a
continuous
improvement culture.

1.8. Customer Focus

Definition: Focuses efforts on understanding and meeting internal and external customer needs.
LEVEL A

LEVEL B

LEVEL C

LEVEL D

Follows
through
on
customer
queries,
requests and complaints.
Collaborates to reach
agreement.
Able to
identify
current
and
potential customers and
ensures quality customer
service at all times.

Works to understand and

anticipate the customers
current
and
future
requirements.
Ensures
mutual benefit.
Takes
personal
responsibility
for maintaining regular
and clear communication
with
customers,
for
correcting
customer
service problems and
following up to ensure
the customer is satisfied.

Works with a long-term

perspective in addressing
customer needs. Takes a
partnership
approach.
Looks
for
long-term
benefits to the customer.
Becomes
intimately
involved in and 'expert' on
the customers business.
Seeks
mutual
gain
partnership
with
key
customers.
Reviews
activities
to
ensure that thinking and
actions are focused on
customer needs.

Negotiates critical business

interests with significant
internal
and
external
stakeholders and builds
partnerships with them.
Fully
familiar
with
customer research so that
strategies meet customer
needs. Actively analyses
and reviews marketplace
so as to take advantage of
potential
growth
opportunities.

1.10 Leadership
Def: Leadership is an interpersonal influence directed towards the achievement of a goal or goals.
Level A
Recognizes conflicts
and acts accordingly.
Senses the need to
assign
duties
to
people
and
delegating.
Takes advantage of
most
opportunities,
could do more to
leverage
them
through others.
Encourages
a
participative
approach
and
initiative

Level B
In case of conflict,
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.
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,
gives them suggestions, which
they implement.
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, thus takes necessary
steps
Gives them freedom to work
within the framework.
Monitors that correct decisions
are made and time lines are
adhered
Can spot talent in individuals.
Gives excellent feedback.
Highly sought after as a
mentor
One of the most proactive at
recognizing business
opportunities and creating a
vision that excites and
motivates others.

1.11 Problem Solving and Decision making

Definition: Processes problems into solutions and new opportunities.
LEVEL A

LEVEL B

LEVEL C

Reacts to situations,
fire fighting with shortterm solutions.

Identifies problems,
Secures
relevant
information
from
all
sources
and
seeks
potential solutions

Identifies and educates

others to focus on causes,
not symptoms, of
problems and works co
operatively to seek
solutions. Comes up with
creative alternatives to
arrive at optimal solution

LEVEL D
Uses a systematic approach
to anticipate problems.
Generates creative solutions,
ensures there are appropriate
contingency plans in place.
Combines reason, logic and
intuition in taking prompt
decisions

1.12 Critical Thinking

Definition: It is used to describe thinking that is purposeful, reasoned, and goal directed-the kind of
thinking involved in solving problems
LEVEL A

LEVEL B

LEVEL C

LEVEL D

Is aware of the simple

cause
and
effect
relationships,
but
unaware
of
larger,
complex and multi
dependency systems

Probes
for
deeper
understanding of non
obvious
issues,
relationships. Challenges
and uses other team
members for input to see
processes in new ways.
Tries to think forward in
a series of ifs/ thens
scenarios.

Personal
vision,
focus,
energy,
patience
and
commitment to creative
development
of
new
solutions/ processes build
upon
thorough
multi
dependency
system
analysis

Can identify and recognize

patterns in the surrounding
environment. Utilizes solution
from
traditional
frames
of
reference in providing leadership
and action for the patterns
observed.