Alshaya 6 Core Behaviours
FOCUS ON CUSTOMER
CUSTOMER FIRST
Putting the Customer first and making them the
core focus of your role; striving to create a
positive experience at every interaction
point with both internal and external customers;
being proactive in understanding their needs;
treating your colleagues and team members as
customers and taking responsibility to support
and help them to grow with us.
What this could look like:
• Enthuse the community you work within to
build and sustain a customer-focused culture.
• Listen to your customers, clearly understand
their needs, and empower your team to
resolve customer issues in a timely fashion.
• Have regular and transparent performance
conversations; ensure your team are clear on
their individual performance expectations.
• Support the development of your team and
manage their career aspirations effectively.
What could get in the way:
• Not having a customer focused mindset.
Unable to enthuse the community towards
building a customer- focused culture.
• Not listening to your customers. Having no
mechanisms in place to capture their
feedback.
• Not holding people accountable for their
performance. Not conducting regular,
transparent performance reviews.
• Making promises of promotions or salary
increases that cannot be met and blaming it
on others.
TRUST
Earning others’ trust and respect through consistent
honesty and professionalism in every interaction; actively
showing trust in others and developing lasting
relationships; demonstrating Alshaya’s values; keeping
commitments made to others; being approachable, open
and honest - your actions are consistent with your words.
What this could look like:
• Act honestly and with integrity.
• View team actions positively; be tolerant of others
and not intimidate, humiliate, or discourage people.
• Thank team and individuals for their achievements
through praise and recognition.
• Take the initiative to build effective relationships with
others.
What could get in the way:
• Unprofessional behaviours such as; being a bully,
humiliating others, getting your way through
intimidation or hiding behind authority.
• Demonstrating frequent pessimism or skepticism,
creating a negative work environment.
• Not recognizing the contribution of others.
• Not being approachable and failing to establish
required relationships that benefit your job role.
 FOCUS ON GROWTH
EMPOWERMENT
Giving people both the ability and the
opportunity to step-up and drive the business
forward; conveying confidence in employees'
ability to be successful, especially at challenging
new tasks; delegating significant responsibility
and authority; giving employees the freedom to
decide how they will accomplish their goals and
resolve issues.
What this could look like:
• Encourage team members to take
responsibility for the tasks they perform.
• Give opportunities to team members to lead
tasks or projects.
• Embrace new ideas from team members and
acknowledge people’s expertise and know-
how.
• Give the team credit and praise for their ideas
and results.
What could get in the way:
• Micromanage. Humiliate people to
demonstrate that what you believe is your
unchecked power.
• Not allowing people to show their abilities and
strengths. Lack of delegation.
• Blocking people from inputting their ideas. Not
utilizing skills that exist within a team.
• Taking personal credit for team successes.
Failing to praise and recognize good
performance.
I MP ROVE A N D I N N OVAT E
Supporting the creation of new and better ways for
Alshaya to be successful; encouraging others to be
inventive and take appropriate risks; adapting to change;
regularly gaining new perspectives from peers and team
members; valuing creativity, productivity and efficiency as
the keys to career development.
What this could look like:
• Encourage creative thinking and new concepts from
others.
• Always look to improve and simplify processes and
procedures.
• Show a willingness to consider new ideas and
encourage ‘out the box’ thinking.
• Aim to do things quickly and as simply as possible.
What could get in the way:
• Not sharing ideas or best practices (protectionism).
• Unreasonable reverting to “That’s not the Alshaya
way”- “that was tried before, and it didn’t work”.
• Creating fear of recrimination and consequences for
challenging long standing practices and attitudes.
• Having a closed mind. Over complicating and building
barriers to new ideas and change.
• Failing to ask the question; “was last time done right?
why did it fail? How can it improve?”
 FOCUS ON PERFORMANCE
OWNERSHIP
Demonstrating and communicating a high level of
ownership and a commitment to achieving results;
implementing decisions that have been agreed
upon; following through on commitments;
acknowledging and learning from mistakes
without blaming others; recognising the impact of
your behaviour on others.
What this could look like:
• Willing to take on new responsibilities and
projects.
• Able to make decisions independently with the
support of your line manager.
• Take accountability for the outcome when
things go wrong and find solutions to improve.
• Accept your own mistakes and do not pass on
the blame to others.
What could get in the way:
• Acting busy and doing the bare minimum to
tick boxes.
• Upwards delegation/avoid making decisions.
• Refusing to take responsibility or blaming
others for your mistakes.
• Failing to recognize the impact of your
behaviours on others.
CO L LA BO RAT I O N
Actively agreeing to work together; starting by setting
clear goals, objectives and outcomes; thinking as one
team, working together to get the job done;
communicating clearly, actively listening to others, and
respecting the diversity of your colleagues; taking time to
recognise results and celebrate positive outcomes
What this could look like:
• Look to build new relations outside of your team to
improve effectiveness.
• Work with others constructively. Share expertise, best
practices and relevant information.
• Ask for feedback from team members, accept their
inputs with an open mind.
• Set clear goals and objectives for your team and the
projects they are leading.
What could get in the way:
• Individualism- Focusing on personal goals and not caring
about the bigger picture.
• Working in silos, not supporting others. Failing to share
information or best practice.
• Over promoting oneself/show off. Refusing to accept
feedback from direct reports, team, or peers.
• Failing to set or communicate your goals clearly.
• Not thanking, praising others, or recognizing their
contribution.