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The examples below of competencies may be used in various staff management functions like: Planning performance expectations. Determining training and development needs. Establishing recruitment and selection criteria. The competencies are grouped together under categories. Each competency includes a title, a general definition, and several measurable or observable performance statements. This list is useful as a reference, but is not all-inclusive. The performance statements listed are to be used to generate thought about how the competency is displayed when performed well on the job. The competency descriptions are intended to be tailored to individual positions. Position-specific competencies are best determined through a job analysis process. Supervisors should talk with their HR office to receive specific direction around competency identification.
Competency Group – Communication
Competency Title Listening Reading Comprehension Speaking Writing Description Understands and learns from what others say. Grasps the meaning of information written in English, and applies it to work situations. Conveys ideas and facts orally using language the audience will best understand. Conveys ideas and facts in writing using language the reader will best understand. Performance statements Examples Examples Examples Examples
Competency Group - Cognition
Competency Title Analysis/Reasoning Creative & Innovative Thinking Decision Making & Judgment Mathematical Reasoning Description
Performance statements Examples Examples Examples Examples
Examines data to grasp issues, draw conclusions, and solve problems. Develops fresh ideas that provide solutions to all types of workplace challenges. Makes timely, informed decisions that take into account the facts, goals, constraints, and risks. Uses mathematical techniques to calculate data or solve practical problems.
Performance Management Competency Examples with Performance Statements
Problem Solving Researching Information
Resolves difficult or complicated challenges. Identifies, collects, and organizes data for analysis and decision-making.
Competency Group – Personal Effectiveness
Competency Title Accountability & Dependability Adaptability & Flexibility Attention to Detail Customer Focus Development & Continual Learning Ethics & Integrity Results Focus & Initiative Safety Focus Self Management Stress Tolerance Tact Description Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight. Adapts to changing business needs, conditions, and work responsibilities. Diligently attends to details and pursues quality in accomplishing tasks. Builds and maintains customer satisfaction with the products and services offered by the organization. Displays an ongoing commitment to learning and selfimprovement. Earns others’ trust and respect through consistent honesty and professionalism in all interactions. Focuses on results and desired outcomes and how best to achieve them. Gets the job done. Adheres to all workplace and trade safety laws, regulations, standards, and practices. Manages own time, priorities, and resources to achieve goals. Maintains composure in highly stressful or adverse situations. Diplomatically handles challenging or tense interpersonal situations. Performance statements Examples
Examples Examples Examples Examples Examples Examples Examples Examples Examples Examples
Competency Group – Interaction with Others
Competency Title Influencing Others Relationship Building Description Influences others to be excited and committed to furthering the organization’s objectives. Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect. Promotes cooperation and commitment within a team to Performance statements Examples Examples
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objective. and encouragement. and performance of a business line with the rest of the organization. Helps others resolve complex or sensitive disagreements and conflicts. & Regulations Facilitating Groups Gaining Voluntary Compliance Interviewing Others Managing Projects or Programs Mediating Disputes Negotiating Agreements Operating Equipment Providing Consultation Training & Presenting Information Description Influences others to act in support of ideas. Formally delivers information to groups. or policies Asks questions in ways that enhance the clarity. and reliability of information. Structures and directs others’ work on projects or programs. rules. Enforces governmental laws. or causes. or to create work products. standards. Performance statements Examples Coaching & Mentoring Examples Page 3 . Partners with clients to identify and resolve complex or sensitive issues. and vehicles to transport goods or people. Uses tools. and initiates enforcement actions in a way that the public perceives as fair. and regulations. products. quality. services. Valuing Diversity Helps create a work environment that embraces and appreciates diversity. instruction. machines. Enables cooperative and productive group interactions.Performance Management Competency Examples with Performance Statements achieve goals and deliverables. Enables co-workers to grow and succeed through feedback. Examples Competency Group – Occupational Competency Title Advocating Causes Enforcing Laws. Rules. Performance statements Examples Examples Examples Examples Examples Examples Examples Examples Examples Examples Examples Competency Group – Management Qualities Competency Title Business Alignment Description Aligns the direction. programs. Convinces others to follow recommendations and advice to bring them into compliance with regulations. Reaches deals or compromises. and reasonable.
Balances quality of work with meeting deadlines. and follows instructions. sees and shows others the benefits of change. Does not diffuse blame for not meeting expectations. Examples Examples Organizational & Political Savvy Planning & Organizing Staff Management Strategic Vision Examples Examples Examples Examples Accountability & Dependability Definition Takes personal responsibility for the quality and timeliness of work. and procedures. Coordinates ideas and resources to achieve goals. Uses knowledge of the organizational and political climate to solve problems and accomplish goals. deadlines. Copes well and helps others deal with the ongoing demands of change. Stays focused on tasks in spite of distractions and interruptions. Sees the big. Adapts approach. Performance Statement Examples • • • • Responds positively to change. Meets productivity standards.Performance Management Competency Examples with Performance Statements Leadership Fiscal Accountability Promotes organizational mission and goals. and achieves results with little oversight. goals. embracing and using new practices or values to accomplish goals and solve problems. and shows the way to achieve them. and finds alternative ways to reach goals or targets. Makes the best use of available time and resources. Does not make excuses for errors or problems. and methods to achieve solutions and results in dynamic situations. conditions. Manages staff in ways that improve their ability to succeed on the job. Adaptability & Flexibility Definition Adapts to changing business needs. Page 4 . Follows fiscal guidelines. Recovers quickly from setbacks. and work schedules. policies. and work responsibilities. regulations. principles. and standards when committing fiscal resources or processing financial transactions. faces up to problems with people quickly and directly. acknowledges and corrects mistakes. Performance Statement Examples • • • • • • Shows up to work on time. long-range picture.
Displays passion for the cause. • Applies logic and complex layers of rules to analyze and categorize complicated information. Attention to Detail Definition Diligently attends to details and pursues quality in accomplishing tasks. Analysis/Reasoning Definition Examines data to grasp issues. chooses and employs diverse methods. Sees relationships between information in varied forms and from varied sources. Makes few if any errors. or causes.Performance Management Competency Examples with Performance Statements • Manages change in a way that reduces the concern experienced by others. Using knowledge of audience views and interests. Ensures others grasp the purpose and benefits of the program or cause. and sparks that same passion in others. draw conclusions. Thinks in terms of generalized models rather than concrete details. Checks work to ensure accuracy and completeness. Advocating Causes Definition Influences others to act in support of ideas. • Goes beyond analyzing factual information to develop a conceptual understanding of the meaning of a range of information. Sees underlying principles. Notices when data appear wrong or incomplete. Performance Statement Examples • • • • Actively promotes and solicits support for a program or cause. and applies causal relationships. tools. Distinguishes information that is not pertinent to a decision or solution. Compares observations or finished work to what is expected to find inconsistencies. Breaks down complex information into component parts. Sorts and groups data. Clarifies priorities when leading change. • Page 5 . and solve problems. Performance Statement Examples • • Identifies key facts in a range of data. Builds credibility as a representative by demonstrating personal commitment and sharing information. Performance Statement Examples • • Performs tasks with care. programs. or need verification. or themes in an array of related information. Integrates diverse themes and lines of reasoning to create new insights or levels of understanding for the issue at hand. Tailors messages to specific audiences to develop interest and endorsement. is thorough. patterns. and resources to educate and build enthusiasm in potential partners and supporters.
Performance Management Competency Examples with Performance Statements • Remains aware and takes care of details that are easy to overlook or dismiss as insignificant. Page 6 .
non-judgmental feedback. Coaches for incremental. and encouragement. specific. and works to build on them. Performance Statement Examples • • Seeks to understand other programs in the department. products. Shares specialized approaches and skills that will increase capabilities. including their services. Takes steps to learn the work interests and career goals of teammates. Highlights performance strengths and weaknesses by giving factual. • • Builds relationships with teammates so that coaching efforts are received in a positive. developmental manner. Suggests methods and gives examples that provide a roadmap to improved performance. offering praise and recognition as each step forward is made.Performance Management Competency Examples with Performance Statements Business Alignment Definition Aligns the direction. Helps others identify key goals and use their talents to achieve those goals. Performance Statement Examples • • • Coaches others regardless of performance level. and measures. Sees others’ potential and strengths. instruction. Coaching & Mentoring Definition Enables co-workers to grow and succeed through feedback. and dissects areas that may be improved. Takes time to observe behaviors that contribute to or detract from others’ success. • Encourages repeating and building upon areas of strength. services. Actively supports others stretching beyond their comfort levels and trying new techniques that may enhance success. Page 7 . deliverables. one-step-at-a-time improvements. Contributes original and resourceful ideas in brainstorming sessions. • Models success behaviors. and constant self-improvement. Integrates executive direction into every decision and consultation. Performance Statement Examples • • Sees old problems in new ways and has novel approaches to solving those problems. and performance of a business line with the rest of the organization. • Advocates for and positively represents other programs and services when working with customers and stakeholders. Creative & Innovative Thinking Definition Develops fresh ideas that provide solutions to all types of workplace challenges. a high performance work ethic.
Focuses on the customer’s business results. and procedures. and risks. Performance Statement Examples • • • Can describe customers’ business and expectations. Delivers products and services when and where the customer needs them. Performance Statement Examples • Gathers data and others’ input when making decisions. events. quick solutions. Visualizes potential problems and solutions without needing tangible. • Recognizes adverse customer reactions and develops better alternatives. methodologies. Page 8 • • • • . Finds solutions that are acceptable to diverse groups with conflicting interests and needs. differing needs. • Balances analysis. goals. • • Provides to customers status reports and progress updates. Finds ways to turn the ideal into reality. and pursues solutions until the customer is satisfied. Can discuss and project the aspects and impacts of issues and decisions. and the impact of the decision on others. Sees opportunities for creative problem solving while staying within the parameters of good practice. Generates unique but workable and useful solutions to difficult problems. and circumstances to find global solutions to individual problems.Performance Management Competency Examples with Performance Statements • • • • Connects seemingly unrelated ideas. and perspective when making decisions. Explores options when unable to deliver a requested product or service. experience. and responds timely to customer needs. Makes necessary decisions even when information is limited or unclear. Assesses the organization and its services from the customer’s point of view. “real-life” examples. Goes beyond basic service expectations to help customers implement complete solutions. Thinks in terms of desired outcomes. Decision Making & Judgment Definition Makes timely. Emphasizes a team approach to providing great customer service. Experiments with new ideas. informed decisions that take into account the facts. anticipates. wisdom. Customer Focus Definition Builds and maintains customer satisfaction with the products and services offered by the organization. Considers lessons learned from experience. Shows interest in. Seeks customer feedback and ensures needs have been fully met. rather than own. Can explain the rationale for a decision. constraints. Seeks ways to improve service delivery. Weighs the pros and cons of each option before making a decision and moving forward. not just reactive.
Avoids situations and actions considered inappropriate or which present a conflict of interest. Balances enforcing all laws. yet clearly understands “the spirit of the law” when deciding if enforcement action is needed. Page 9 . Does the right thing. Performance Statement Examples • • Clearly explains laws. such as seeking voluntary compliance. and regulations against the need to respond to the worst (or most harmful) violations first. rules. Enforcing Laws. • • • Recognizes situations that warrant assertive action and moves forward without hesitation. & Regulations Definition Enforces governmental laws. as well as what constitutes a violation. Exhausts other options. Sees failure as an opportunity to learn from past results. before resorting to enforcement action. rules. Tells the truth and is honest in all dealings. Performance Statement Examples • Applies own talents to work assignments. Performance Statement Examples • • • • Respects and maintains confidentiality. and hones the competencies needed in current job. and regulations. and continues to learn and grow. • Asks for and uses feedback to improve performance. work methods. • Learns from the consequences of decisions. • • Finds and maximizes opportunities for growth and development from multiple sources. Ethics & Integrity Definition Earns others’ trust and respect through consistent honesty and professionalism in all interactions. rules. Keeps promises and commitments made to others. objective. Objectively applies “the letter of the law” during all interactions. • Looks for better ways to perform routine aspects of job. and initiates enforcement actions in a way that the public perceives as fair. Rules. Remains calm during the course of enforcement activities to lessen the chance of hostility. Seeks and acquires new competencies. even when it is difficult. Does not yield to pressure to show bias or manipulate others. and information that will improve own efficiency and effectiveness on the job. ideas. and regulations.Performance Management Competency Examples with Performance Statements Development & Continual Learning Definition Displays an ongoing commitment to learning and self-improvement. and reasonable.
Page 10 .Performance Management Competency Examples with Performance Statements • • Adheres to a set of core values that are represented in decisions and actions. Does not misrepresent self or use position or authority for personal gain.
Identifies resources that are most likely to help the group with its task. and takes action to confirm its value before completing any transactions. • Allows ownership of the process by group members. Guides the discussion of complex or divisive issues to help members develop insights and remain engaged with the task.Performance Management Competency Examples with Performance Statements Facilitating Groups Definition Enables cooperative and productive group interactions. Ensures all financial data is properly calculated and reported. principles. and adheres to all internal control procedures designed to prevent and detect theft or misuse of funds. Fiscal Accountability Definition Follows fiscal guidelines. Seeks ways to improve internal controls. communicating direction and desired outcomes. weighing alternatives and their benefits. outlining issues. Reinforces success by becoming an advocate for the group's decisions. Judges when issues cannot be resolved in the group. standards. while ensuring other members are not overwhelmed or discouraged from giving input. principles. Builds on the ideas of contributors. Performance Statement Examples • Prepares for group meetings by identifying the key issues. goals. Verifies the authenticity of money. rates. • Leads the group in its initial stages. and builds a sense of shared accomplishment. Monitors budget usage and ensures critical costs are covered. Seeks ways to reduce costs. and refocuses the dialogue on the essential goals. roles. and standards when committing fiscal resources or processing financial transactions. Responsibly allocates and accounts for the use of fiscal resources. Performance Statement Examples • • Handles currency carefully and attentively. and helping participants understand their tasks. Clarifies the agenda and objectives. Remains alert to security breaches and reports problems. Sees when the group is off-track and redirects the conversation toward productive channels. and allocates time for topics. regulations. • • Keeps current on fiscal procedures. Page 11 . recognizes when it is suspect. etc. and stakeholder expectations. • • • Engages all members in the discussion. Highlights group successes. and contributions to the process. Safeguards fiscal resources.
Addresses issues in an open. and adopt new positions or opinions. co-workers. standards. Helps those in need of assistance. Avoids confrontational approaches and keeps the communication positive. Explains the regulation. Performance Statement Examples • Plans the interview process in advance. and employer policies. Interviewing Others Definition Asks questions in ways that enhance the clarity. or policies. management.Performance Management Competency Examples with Performance Statements Gaining Voluntary Compliance Definition Convinces others to follow recommendations and advice to bring them into compliance with regulations. standards. and reliability of information. pursue and achieve goals. or policy within the context of the customer’s situation. and values. Shows dedication in completing the work that must be done. customers. • Anticipates and responds constructively to customer resistance. • Listens to the customer’s point of view to ensure recommendations truly meet their needs within the provisions of the law. Page 12 . Ensures the customer understands the next steps in the enforcement process. regardless of rank. Influencing Others Definition Gets others excited about and committed to furthering the organization’s objectives. standard. Performance Statement Examples • Clearly communicates the reasons for seeking compliance. constructive. professional manner. Leads by example and sets standards for professional behavior. Promotes the creation of shared mission. quality. and persuades others to approach issues in the same manner. Sees when the client fails to grasp key provisions of the law. Displays a positive attitude about the work to be done. vision. and uses those principles to guide actions. • Explains to the customer the consequences of failure to comply with regulations. or policies. Performance Statement Examples • • • • • • Inspires and persuades others to voluntarily follow direction. Points out the obvious and hidden benefits of voluntary compliance. identifying the key information to collect.
• • • • Attends to verbal and non-verbal cues that create a deeper understanding of the message. After the interview. Asks direct. Conveys confidence in a group’s ability to prevail over challenges to reach its goals. Performance Statement Examples • • • Creates a positive work environment where all staff are motivated to do their best. goals. Asks clarifying questions that elicit clearer or more detailed information. and ensures he or she understands the process and its purpose. Links mission. Sees when to doubt or verify information. reviews. meaningful. Develops trust to obtain honest responses. try a fresh approach. vision.g. and logically ordered questions that comply with all legal or policy requirements. challenging. maintains eye contact.. Notes key points that are most relevant to the issue. Allows others to speak without unnecessarily interrupting them. Page 13 . Listening Definition Understands and learns from what others say. or reach a challenging goal. nods).Performance Management Competency Examples with Performance Statements • • • • Puts the interviewee at ease. Spots when initial answers are insufficient. Performance Statement Examples • Gives the speaker undivided attention and appears interested in the message (e. Leadership Definition Promotes organizational mission and goals. and shows the way to achieve them. clarifies. • • Takes calculated risks to improve performance. and attainable group goals and expectations that are aligned with those of the organization. • • Sets clear. Asks clarifying questions that get to the heart of issues or that supply needed information. Suggests and asks for others’ ideas to improve quality. focused. and documents notes and impressions while the information is still fresh in memory. efficiency. and effectiveness. Sees the potential in others and takes opportunities to apply and develop that potential. and strategies to everyday work. Confirms understanding by paraphrasing or summarizing what others have said. Tactfully broaches sensitive subjects. values.
area.e. neutral stance. • • • Measures distance. Mathematical Reasoning Definition Uses mathematical techniques to calculate data or solve practical problems. addition. Page 14 . Helps parties see things from each others’ perspectives. analysis of variances. Performance Statement Examples • Ensures the project’s or program’s goals. Obtains stakeholder acceptance of and support for those strategies. Understands and can select and use advanced statistical and quantitative techniques and principles (e.g. • Creates ways to measure and analyze concepts or goals. standard deviation) to calculate data. and weight using standard tools and mathematical formulas. Performance Statement Examples • • Maintains an objective.g. Ensures deadlines are met and keeps stakeholders informed of project/program status. subtraction. Clarifies the related roles and responsibilities.. and needs and desires of the primary customers. percentages) to complete job tasks. factor analysis. • Ensures needed resources and skill sets among staff are available. limits for independent decision-making.. random sampling. and criteria for success are clear defined. volume. measures of central tendency. and objectives of each party. and division) and uses basic numerical concepts (e. deliverables.Performance Management Competency Examples with Performance Statements Managing Projects or Programs Definition Structures and directs others’ work on projects or programs. Shows respect for the needs and perspectives of all sides in the dispute. Appraises and resolves deficiencies and challenges. milestones. Mediating Disputes Definition Helps others resolve complex or sensitive disagreements and conflicts. multiple regression. multiplication. • • • Integrates the ideas and needs of others in developing feasible strategies to achieve goals.. Makes reasonable estimates of arithmetic results without a calculator.. interests. purpose. Applies basic algebra and statistical techniques and formulas (e. Performance Statement Examples • Performs basic arithmetic (i. Averts scope creep.g. Evaluates progress and success against performance standards. whole numbers. and discriminate analysis) to achieve desired data or solutions. Develops reasonable performance standards and ways of evaluating outcome quality. Clarifies the issues.
and vehicles to transport goods or people. Performance Statement Examples • • • • • • Learns the functions. Knows when to be gentle and when to be assertive. Uses equipment for its intended purpose only. Seeks to understand others’ interests. Routinely inspects equipment. Operating Equipment Definition Uses tools. Explains ideas or positions that gain acceptance or agreement. Works from facts and a strong knowledge base. Negotiating Agreements Definition Reaches deals or compromises. products. • Questions and counters others’ proposals without damaging relationships. seeking assistance as needed and ensuring equipment is fully operational prior to using it again. respectful. Follows safety and other regulations when handling and operating equipment. Performance Statement Examples • Understands how the roles. and acts accordingly. and adheres to the proper maintenance schedule. Page 15 . Performance Statement Examples • • Presents interests in ways that foster the understanding and resolution of problems. Gains other parties’ trust by being honest. Sees when parties are so entrenched that the mediation process is not progressing.Performance Management Competency Examples with Performance Statements • • Recognizes when parties have become more willing to compromise. Seeks additional resources or moves to a different strategy for resolving the issues. Seeks common interests and win/win solutions or mutually agreeable trade-offs. Sees the interrelationships between parts of the organization. and services of own work unit relate to and impact those of other work units. and limitations of new equipment. and practices using it. machines. and sensitive to their needs. Responds quickly to malfunctions. purposes. Accurately sets up and calibrates tools and machines. Avoids ultimatums. protecting it from damage and misuse. or to create work products. Seeks suggestions from other parties. • • Remains open to many approaches to address needs or resolve issues. Organizational & Political Savvy Definition Uses knowledge of the organization and political climate to solve problems and accomplish goals. Helps others find common ground and viable solutions that meet their needs.
Page 16 . Performance Statement Examples • Identifies the sequence of tasks and the resources needed to achieve a goal. and prioritizes key action steps. • Capitalizes on both formal channels and informal networks to achieve goals. Integrates the current plan with other plans as needed to achieve the overall mission. Sees potential challenges and opportunities. timelines. • Seeks and uses others’ input about critical actions. Evaluates progress against schedule and goal. costs. and seeks exceptions when needed to achieve goals. Generates a range of solutions and courses of action with benefits. culture. Forms alliances with key players to get things done. scope. Aligns resources and maneuvers politics to solve problems or reach goals. looks beyond the obvious and does not stop at the first answers. Knows the reasoning behind key policies. • Tests proposed solutions against the reality of likely effects before going forward. including hidden or tricky aspects. • Shows insight into the root-causes of problems.Performance Management Competency Examples with Performance Statements • Applies to issues a knowledge of the mission. and adjusts plans based on input. and political trends that affect the plan. Problem Solving Definition Resolves difficult or complicated challenges. methodology. expected outcomes. • Probes all fruitful sources for answers. Planning & Organizing Definition Coordinates ideas and resources to achieve goals. Prepares strategies to deal with problems or drastic changes. and business strategies to find solutions that best serve the organization and its customers. fiscal. Anticipates the impacts and risks of decisions and actions. and priorities. Performance Statement Examples • Frames problems before trying to solve them. • Creates realistic schedules for projects and follows them. resources. values. practices. and risks associated with each. • Evaluates the chosen course of action after it has been implemented to determine its worth and impacts. and procedures. systems. Seeks advice from those who’ve solved similar problems. • Understands internal and external politics and their impacts on the organization. sequencing. • Monitors and evaluates social. and thinks ‘outside the box’ to find options. Uses the good ideas of others to help develop solutions. • Evaluates proposed actions and timelines against organizational mission and values. Breaks down problems and identifies all of their facets.
when. • Acts proactively. Understands basic correspondence. Knows and explains where. and to anticipate new client needs. and desired outcomes. • Can interpret complex. approachable manner. Performance Statement Examples • • • Learns from written passages by discerning the main idea or key facts. and mutual respect. professional. Preserves others’ self-confidence and dignity. graphs. Reading Comprehension Definition Grasps the meaning of information written in English. Locates or infers from their context the meaning of unknown or technical words. Performance Statement Examples • • • • • Eagerly engages clients in identifying issues. Performance Statement Examples • Maintains an open.Performance Management Competency Examples with Performance Statements Providing Consultation Definition Partners with clients to identify and resolve complex or sensitive issues. instructions. and applies it to work situations. Follows up to make sure desired outcomes are realized. keeping the client’s best interests in mind and advising on best practices. policies. Acquires a keen perspective on the client's business and operational needs. rules. cooperation. Remains committed to helping the client long after initial solutions have been applied. Develops new services and service models in line with those needs. Relationship Building Definition Builds constructive working relationships characterized by a high level of acceptance. Identifies resources and potential solutions that are practical and effective. Helps clients navigate complex or sensitive issues. and ‘reads between the lines’ to find underlying meaning. and/or charts. separates fact from opinion. or legal information and publications. Page 17 . and how to implement those options. Develops a clear picture of the needs and best options from the client’s perspective. Communicates those trends so clients can better prepare to meet new challenges. and treats others fairly and respectfully. options. Draws logical conclusions from text. and discerns the author's purpose and tone. recognizing important trends that will affect clients. technical. Uses that broadening view to help resolve more complex and difficult issues. Detects bias. and shows regard for their opinions.
Celebrates workplace success and achievement. discussing and negotiating with. or behaviors. Page 18 . Focuses on the situation. is persistent in the face of difficulty. Looks for opportunities to help move a project along. and identifies new or related lines of research that lead to more successful or complete conclusions. • • Responds to setbacks with renewed and increased efforts. Supports the good ideas of others. encouraging. Willingly puts in extra time and effort in crisis situations. Researching Information Definition Identifies. and rewarding. quality. • Screens out irrelevant and vague information. and organizes the information according to the research needs. • • • Clearly documents sources. Sees when analysis and discussion have served their purpose and moves to action. Promotes the contributions and accomplishments of customers or clients to others. digs for details and confirms suspect data. volunteers to help others with projects or assignments. Seeks to resolve confrontations and disagreements constructively. Performance Statement Examples • • • Sets high goals and works doggedly to achieve them. and organizes data for analysis and decision-making. even if those concerns are not openly expressed. rather than the people. • • • • • Builds rapport by listening to. Demonstrates a balance between building rapport and getting the work done. and motivating others. Pushes self and others to reach milestones. Performance Statement Examples • Knows where and how to access the right data for the assignment. issues. Anticipates and recognizes the concerns of others. Gets the job done. Results Focus & Initiative Definition Focuses on results and desired outcomes and how best to achieve them. Pursues leads for additional sources of information. collects. and accuracy of data.Performance Management Competency Examples with Performance Statements • Seeks and considers ideas from those who are reluctant to express their points of view. keeping the high-quality data. Finds the trends and relationships in the emerging fact pattern. Questions the limits. Knows when more information is needed and when enough has been collected to reach a conclusion. goes the “extra mile” to ensure the goal is met.
style. Organizes the personal workspace to minimize the likelihood of an accident or other unsafe situation. • Completes high volumes of work. priorities. and resources to achieve goals. and body language for increased impact. Self Management Definition Manages own time. • Focuses time and effort on key tasks. Performance Statement Examples • Prioritizes tasks by importance and deadline. Groups related tasks to be more efficient. • Captures and holds others’ attention. and commitments. Presents information clearly. • Meets and exceeds deadlines through efficient Speaking Description Conveys ideas and facts orally using language the audience will best understand. • Makes reasonable estimates of resource needs to achieve goals or complete projects. Avoids shortcuts that increase health and safety risks to self or others. Varies content. keeping a rapid pace without sacrificing accuracy.Performance Management Competency Examples with Performance Statements Safety Focus Definition Adheres to all workplace and trade safety laws. the purpose. and the needs of diverse audiences. and practices. Reads others’ body language. Focuses on key points. regulations. Uses language. Evaluates progress on tasks and adjusts work style as needed. concisely. Gives the listener time to process information and ask questions. appointments. Maintains emergency supplies and/or personal protective gear. inflection. Page 19 . Responds positively to safety-oriented feedback. and adjusts tone and style accordingly. pauses. standards. Discerns what is crucial from what is just urgent. Encourages and supports others to be safe while at work. Performance Statement Examples • Uses correct vocabulary and grammar. Easily transitions between tasks and picks up where left off when interrupted. and logically. and form to suit the subject. Avoids slang and offensive language. • • • • Uses plain talk to explain complex or technical concepts. Uses sound methods to plan and track work. Adjusts priorities as situations change. Performance Statement Examples • • • • • Performs work in a safe manner at all times. Checks for and reports potential hazards or breaches of security plans while in the workplace or in the field.
long-range picture. Differentiates between high and low performance. Performance Statement Examples • Sees where current trends will lead. Foresees opportunities that will come and go. training. interruptions. and distractions with poise and ease. Rewards and recognizes hard work and results. using it to fuel productivity and efficiency. Stress Tolerance Definition Maintains composure in highly stressful or adverse situations. delegates tasks according to people’s strengths and interests. • Lets staff know what is expected of them and holds them accountable. Provides direction when needed without micro-managing. • Balances guiding the others’ actions with granting authority for decision-making within set limits. and opportunities for growth to improve their skills. Holds timely discussions and performance reviews. Involves staff in setting their performance goals. • Gives staff ongoing. Page 20 .Performance Management Competency Examples with Performance Statements Staff Management Definition Manages staff in ways that improve their ability to succeed on the job. Explains why that future is important and how current decisions make or break the chance to reach it. competing demands. constructive feedback on their performance and progress in light of expectations and goals. Performance Statement Examples • Aligns the right work with the right people. and how they may influence the organization’s direction. reliably forecasts future needs and devises plans to meet those needs. • Forms and articulates a clear picture of the future the organization should strive for. Addresses performance issues promptly and corrects poor performance. • Ensures staff have the skills and resources to get things done. Performance Statement Examples • Handles high workloads. • Remains steady or thrives under pressure. Strategic Vision Definition Sees the big. Translates the vision for a program or organization into clear strategies. Provides staff with coaching. Treats all staff fairly and consistently. • • Analyzes options and decisions based on long-term pay-offs or outcomes. Shares accountability when delegating. vague assignments. • Using a global perspective. • Works to create a strong team.
the people. Performance Statement Examples • • • • • Knows and supports teammates’ work and deliverables. Broaches sensitive issues ways that allows rational and open discussion. Provides direction in crisis situations. Encourages team unity through sharing information or expertise. Helps teammates who need or ask for support or assistance. • • Delivers tough messages with sensitivity to minimize the negative impact on others. calming others and removing them from harm. Works through difficult or awkward interpersonal situations in a positive manner. or emergency situations. Thoughtfully intervenes in conflicts to improve communication. Involves everyone on the team. critiques constructively. and accomplishments. Seeks to find common ground and preserve relationships. Makes rational decisions and continues to perform effectively. even when personally attacked. commitments. Defuses potentially violent people or situations. and putting team success first. Praises the team and its achievement to others. Performance Statement Examples Page 21 . Acknowledges and celebrates the achievements of teammates. and their views before making decisions and taking action. Performance Statement Examples • • Strives to understand the data. Helps remove barriers to team productivity and success. Ensures joint ownership of goal setting. threatening. diffuse tension. and resolve problems. Training & Presenting Information Definition Formally delivers information to groups. • Focuses on issues and interests instead of people or positions. Teamwork Definition Promotes cooperation and commitment within a team to achieve goals and deliverables.Performance Management Competency Examples with Performance Statements • • Stays calm and maintains focus in turbulent. working together to solve problems. Tact Definition Diplomatically handles challenging or tense interpersonal situations.
Page 22 . and the purpose of the communication. ensures that new barriers to diversity are not built. and supporting differences. valuing. and other presentation aids well. Creates an environment of learning about. Composes clear. gathering feedback. • Seeks ways to enhance the learning experience. Ensures that content is current. Strives to eliminate barriers to diversity. Uses bullet points. grammar. tone. Seeks different points of view and leverages diverse perspectives in group processes and decision-making. Adapts the content.Performance Management Competency Examples with Performance Statements • ‘Sets the stage’ for optimal learning. Uses formal writing styles or advanced literary techniques and formats suited to the job. Develops accurate standards or activities to measure the audience’s learning. group discussions. direct. Sees when listeners fail to grasp critical concepts and take steps to ensure comprehension. lecture. complete messages. ethnic. Uses plain talk to explain complex or technical concepts. concise. • • Gives adequate attention to individuals without neglecting the group as a whole. and other methods to meet diverse learning styles. • • • • • Chooses the most effective and meaningful form to express ideas and information. encouraging. and holding their attention. and other individual differences in people. Uses props. spelling. the subject. Writing Definition Conveys ideas and facts in writing using language the reader will best understand. slides. and form to suit the needs of the reader. tables. Organizes information so that facts or ideas build upon one another to lead the reader to a specific conclusion. and punctuation. • Combines exercises. and gauges the audience’s level of knowledge. Valuing Diversity Definition Helps create a work environment that embraces and appreciates diversity. Performance Statement Examples • Uses correct vocabulary. Listens to and objectively considers the ideas/input of others. Performance Statement Examples • • • • Sees the value of cultural. Checks own views against the views of others. style. Uses individuals’ strengths to help them learn. or other tools to organize and present detailed or complex information. Respects the talents and contributions of all individuals. • Interacts with the audience. Comes prepared. reading body language. Tailors the teaching style to the audience. gender. and that activities are engaging and effective. Supports fair treatment and equal opportunity for all.
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