Competency Dictionary

...with Definitions and observable Behaviors that may

indicate the existence of a competency

COMPETENCIES DEALING WITH COMPETENCIES DEALING WITH COMPETENCIES DEALING WITH

P E O P L E B U S I N E S S S E L F M A N A G E M E N T

Leading Others Communicating Preventing And Achieving Results Self Confidence

And Influencing Solving Problems

Establishing Attention To Diagnostic Information Initiative Stress Management

Focus Communication Gathering

Providing
Motivational Oral Analytical Thinking Entrepreneurial Personal Credibility
Support Communication Orientation

Fostering Written Forward Thinking Fostering Innovation Flexibility

Teamwork Communication

Empowering Persuasive Conceptual Thinking Results Orientation

Others Communication

Managing Interpersonal Strategic Thinking Thoroughness

Change Awareness

Developing Influencing
Technical Expertise Decisiveness
Others Others

Building
Managing Collaborative Business Acumen
Performance Relationships

Fostering Customer Global Perspective

Diversity Orientation

COMPETENCIES DEALING WITH PEOPLE b) Ensures that people in the unit understand how
their work relates to the business’s mission
THE LEADING OTHERS CLUSTER
c) Ensures that everyone understands and identifies
1. ESTABLISHING FOCUS with the unit’s mission
Definition: The ability to develop and communicate d) Ensures that the unit develops goals and a plan
goals in support of the business’ mission. to help fulfill the business’s mission
a) Acts to align own unit’s goals with the strategic
direction of the business

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 2. PROVIDING MOTIVATIONAL SUPPORT Behaviors for Team Leaders:
Definition: Skill at enhancing others’ commitment to a) Provides opportunities for people to learn to
their work. work together as a team
a) Recognizes and rewards people for their b) Enlists the active participation of everyone
achievements
c) Promotes cooperation with other work units
b) Acknowledges and thanks people for their
d) Ensures that all team members are treated fairly
contributions
e) Recognizes and encourages the behaviors that
c) Expresses pride in the group and encourages
contribute to teamwork
people to feel good about their accomplishments
d) Finds creative ways to make people’s work 4. EMPOWERING OTHERS
rewarding Definition: Conveying confidence in employees’ ability
e) Signals own commitment to a process by being to be successful, especially at challenging new tasks;
personally present and involved at key events delegating significant responsibility and authority;
allowing employees freedom to decide how they will
f) Identifies and promptly tackles morale problems accomplish their goals and resolve issues.
g) Gives talks or presentations that energize groups a) Gives people latitude to make decisions in their
own sphere of work
3. FOSTERING TEAMWORK
b) Is able to let others make decisions and take
Definition: As a team member, the ability and desire to
charge
work cooperatively with others on a team; as a team
leader, interest, skill, and success in getting groups to c) Encourages individuals and groups to set their
learn to work together cooperatively. own goals, consistent with business goals

Behaviors for Team Members: d) Expresses confidence in the ability of others to

be successful
a) Listens and responds constructively to other
team members’ ideas e) Encourages groups to resolve problems on their
own; avoids prescribing a solution
b) Offers support for others’ ideas and proposals
5. MANAGING CHANGE
c) Is open with other team members about his/her
concerns Definition: Demonstrating support for innovation and
for organizational changes needed to improve the
d) Expresses disagreement constructively (e.g., by
organization’s effectiveness; supporting, initiating,
emphasizing points of agreement, suggesting
sponsoring, and implementing organizational change;
alternatives that may be acceptable to the
helping others to successfully manage organizational
group)
change.
e) Reinforces team members for their contributions
Employee Behaviors:
f) Gives honest and constructive feedback to other
team members a) Personally develops a new method or approach

g) Provides assistance to others when they need it b) Proposes new approaches, methods, or
technologies
h) Works for solutions that all team members can
support c) Develops better, faster, or less expensive ways to
do things
i) Shares his/her expertise with others
j) Seeks opportunities to work on teams as a means
to develop experience and knowledge
k) Provides assistance, information, or other support
to others, to build or maintain relationships with
them

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 Manager/Leader Behaviors: Behaviors for Employees:
a) Works cooperatively with others to produce a) With his/her manager, sets specific, measurable
innovative solutions goals that are realistic but challenging, with
dates for accomplishment
b) Takes the lead in setting new business directions,
partnerships, policies or procedures b) With his/her manager, clarifies expectations
about what will be done and how
c) Seizes opportunities to influence the future
direction of an organizational unit or the overall c) Enlists his/her manager’s support in obtaining
business the information, resources, and training needed
to accomplish his/her work effectively
d) Helps people to develop a clear understanding of
what they will need to do differently, as a result d) Promptly notifies his/her manager about any
of changes in the organization problems that affect his/her ability to accom-
plish planned goals
e) Implements or supports various change manage-
ment activities (e.g., communications, education, e) Seeks performance feedback from his/her manag-
team development. coaching) er and from others with whom he/she interacts
on the job
f) Establishes structures and processes to plan and
manage the orderly implementation of change f) Prepares a personal development plan with
specific goals and a timeline for their
g) Helps individuals and groups manage the anxiety
accomplishment
associated with significant change
g) Takes significant action to develop skills needed
h) Facilitates groups or teams through the problem
for effective news in current or future job
solving and creative thinking processes leading
to the development and implementation of new Behaviors for Managers:
approaches, systems, structures and methods
a) Ensures that employees have clear goals and
6. DEVELOPING OTHERS responsibilities
Definition: Willingness to delegate responsibility and b) Works with employees to set and communicate
to work with others and coach them to develop their performance standards that are specific and
capabilities. measurable
a) Provides helpful, behaviorally specific feedback c) Supports employees in their efforts to achieve
to others job goals (e.g., by providing resources, removing
obstacles, acting as a buffer)
b) Shares information, advice and suggestions to
help others to be more successful; provides d) Keeps informed about employees’ programs and
effective coaching performance through both formal methods (e.g.,
status reports) and informal methods (e.g.,
c) Gives people assignments that will help develop
management by walking around)
their abilities
e) Provides specific performance feedback, both
d) Regularly meets with employees to review their
positive and corrective, as soon as possible after
development progress
an event
e) Recognizes and reinforces people’s developmental
f) Deals firmly and promptly with performance
efforts and improvements
problems; lets people know what is expected of
f) Expresses confidence in others’ ability to be them and when
successful

7. MANAGING PERFORMANCE
Definition: Taking responsibility for one’s own or one’s
employees’ performance, by setting clear goals and
expectations, tracking progress against the goals,
ensuring feedback, and addressing performance prob-
lems and issues promptly.

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 8. FOSTERING DIVERSITY a) Speaks clearly and can be easily understood
Definition: Working effectively with all races, national- b) Tailors the content of speech to the level and
ities, cultures, disabilities, ages and sexes. Promoting experience of the audience
equal and fair treatment and opportunity for all.
c) Uses appropriate grammar and choice of words in
a) Proactively seeks information from others who oral speech
have different personalities, backgrounds, and
styles. Includes them in decision-making and d) Organizes ideas clearly in oral speech
problem solving e) Expresses ideas concisely in oral speech
b) Communicates and cooperates with others who f) Maintains eye contact when speaking with others
have a diversity of cultural and demographic
backgrounds. g) Summarizes or paraphrases his/her understanding
of what others have said to verify understanding
c) Makes it easy for others to feel valuable regard- and prevent miscommunication
less of diversity in personality, culture, or back-
ground. 11. WRITTEN COMMUNICATION
d) Includes in conversations people with diverse Definition: Expressing oneself clearly in business writ-
cultural backgrounds, and invites them to be part ing.
of informal work-related activities, such as going a) Expresses ideas clearly and concisely in writing
to lunch or attending company social events.
b) Organizes written ideas clearly and signals the
e) For a manager or team leader, hires and develops organization to the reader (e.g., through an
people with a diversity of cultural and demo- introductory paragraph or through use of
graphic backgrounds. For an employee, helps headings
recruit and orient employees with a diversity of
cultural and demographic backgrounds. c) Tailors written communications to effectively
reach an audience
COMMUNICATING AND INFLUENCING
CLUSTER d) Uses graphics and other aids to clarify complex
or technical information
9. ATTENTION TO COMMUNICATION
e) Spells correctly
Definition: Ensuring that information is passed on to
others who should be kept informed. f) Writes using concrete, specific language

a) Ensures that others involved in a project or g) Uses punctuation correctly

effort are kept informed about developments and h) Writes grammatically
plans
i) Uses an appropriate business writing style
b) Ensures that important information from his/her
management is shared with direct reports and 12. PERSUASIVE COMMUNICATION
others as appropriate in his/her organizational
Definition: The ability to plan and deliver oral and
unit
written communications that are impactful and
c) Shares ideas and information with others who persuasive with their intended audiences.
might find them useful
a) Identifies and presents information or data that
d) Uses multiple channels or means to communicate will have a strong effect on others
important messages (e.g., memos, newsletters,
b) Selects language and examples tailored to the
meetings, electronic mail)
level and experience of the audience
e) Keeps his/her manager informed about progress
c) Selects stories, analogies, or examples to
and problems; avoids surprises
illustrate a point
f) Ensures that regular, consistent communication
d) Creates graphics, overheads, or slides that dis-
takes place
play information clearly and with high impact
10. ORAL COMMUNICATION e) Presents several different arguments in support
Definition: Expressing oneself clearly in conversations of a position
and interactions with others.

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 13. INTERPERSONAL AWARENESS j) Identifies and targets influence efforts at the
real decision makers and those who can influ-
Definition: The ability to notice, interpret, and
ence them
anticipate others’ concerns and feelings, and to
communicate this awareness empathetically to others. k) Seeks out and builds relationships with others
who can provide information, intelligence, career
a) Understands the interests and important concerns
support, potential business, and other forms of
of others
help
b) Notices and accurately interprets what others are
l) Takes a personal interest in others (e.g., by ask-
feeling, based on their choice of words, tone of
ing about their concerns, interests, family,
voice, expressions, and other nonverbal behavior
friends, hobbies), to develop relationships
c) Anticipates how others will react to a situation
m) Accurately anticipates the implications of events
d) Listens attentively to people’s ideas and concerns or decisions for various stock holders in the
organization and plans strategy accordingly
e) Understands both the strengths and weaknesses
of others 15. BUILDING COLLABORATIVE RELATIONSHIPS
f) Understands the unspoken meaning in a situation Definition: The ability to develop, maintain, and
g) Says or does things to address others’ concerns strengthen partnerships with others inside or outside
of the organization who can provide information,
h) Finds non-threatening ways to approach others assistance and support.
about sensitive issues
a) Ask about the other person’s personal
i) Makes others feel comfortable by responding experiences, interests, and family
in ways that convey interest in what they have
to say b) Ask questions to identify shared interest,
experiences or other common ground
14. INFLUENCING OTHERS
c) Shows an interest in what others have to say;
Definition: The ability to gain others’ support for acknowledge their perspectives and ideas
ideas, proposals, projects, and solutions.
d) Recognized the business concerns and perspec-
a) Presents arguments that address other’s most tive of others
important concerns and issues and looks for
e) Expresses gratitude and appreciation to others
win-win solutions
who have provided information, assistance or
b) Involves others in a process or decision, to support
ensure their support
f) Take time to get to know co-workers, to build
c) Offers trade-offs or exchanges, to gain rapport and establish a common bond
commitment
g) Tries to build relationships with people whose
d) Identifies and proposes solutions that benefit all assistance, cooperation and support may be
parties involved in a situation needed
e) Enlists experts or third parties to influence oth- h) Provides assistance, information and support to
ers others, to build a basis for future reciprocity
f) Develops other indirect strategies to influence
others
g) Knows when to escalate critical issues to own or
other’s management, if own efforts to enlist sup-
port have not succeeded
h) Structures situations (e.g., the setting, persons
present, sequence of events) to create a desired
impact and to maximize the chances of a
favorable outcome
i) Works to make a particular impression on others

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 16. CUSTOMER ORIENTATION 18. ANALYTICAL THINKING
Definition: Demonstrated concern for satisfying one’s Definition: Approaching a problem by using a logical,
external and/or internal customers. systematic, sequential approach.
a) Lives the business mission: to be the preferred a) Makes a systematic comparison of two or more
supplier through total customer satisfaction alternatives
b) Quickly and effectively solves customer problems b) Notices discrepancies and inconsistencies in
available information
c) Talks to customers (internal or external) to find
out what they want and how satisfied they are c) Identifies a set of features, parameters or
with what they are getting considerations to take into account, in analyzing
a situation or making a decision
d) Lets customers know he/she is willing to work
with them to meet their needs d) Approaches a complex task or problem by
breaking it down into its component parts and
e) Finds ways to measure and track customer
considering each part in detail
satisfaction
e) Weighs the costs, benefits, risks, and chances for
f) Presents a cheerful, positive manner with
success, in making a decision
customers
f) Identifies many possible causes for a problem
COMPETENCIES DEALING WITH
BUSINESS g) Carefully weighs the priority of things to be done

THE PREVENTING AND SOLVING 19. FORWARD THINKING

PROBLEMS CLUSTER Definition: Anticipating the implications and
consequences of situations and taking appropriate
17. DIAGNOSTIC INFORMATION GATHERING
action to be prepared for possible contingencies.
Definition: Identifying the information needed to
clarify a situation, seeking that information from a) Anticipates possible problems and develops
appropriate sources, and using skillful questioning to contingency plans in advance
draw out the information, when others are reluctant to b) Notices trends in the industry or marketplace and
disclose it. develops plan to prepare for opportunities or
a) Identifies the specific information needed to problems
clarify a situation or to make a decision c) Anticipates the consequences of situations and
b) Gets more complete and accurate information, by plans accordingly
checking multiple sources d) Anticipates how individuals and groups will
c) Probes skillfully to get at the facts, when others react to situations and information and plans
are reluctant to provide full, detailed information accordingly

d) Routinely walks around, to see how people are 20. CONCEPTUAL THINKING
doing and to hear about any problems they are Definition: Finding effective solutions by taking a
encountering holistic, abstract or theoretical perspective.
e) Questions others to assess whether they have a) Notices similarities between different and
thought through a plan of action apparently unrelated situations
f) Questions others to assess their confidence in b) Quickly identifies the central or underlying issues
solving a problem or tackling a situation in a complex situation
g) Asks questions to clarify a situation c) Creates a graphic diagram showing a systems
h) Seeks the perspective of everyone involved in a view of a situation
situation d) Develops analogies or metaphors to explain a
i) Seeks out knowledgeable people to obtain situation
information or clarify a problem e) Applies a theoretical framework to understand a
specific situation

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 21. STRATEGIC THINKING 24. ENTREPRENEURIAL ORIENTATION
Definition: Analyzing our competitive position by Definition: A tendency to look for and seize profitable
considering the market and industry trends, our business opportunities; willingness to take calculated
existing and potential customers, and our strengths risks to achieve business goals.
and weaknesses as compared to competitors.
a) Notices and seizes profitable business
a) Understands the organization’s strengths and opportunities
weaknesses as compared to competitors
b) Keeps abreast of business, industry and market
b) Understands industry and market trends affecting information that may reveal business
the organization’s competitiveness opportunities
c) Has an in-depth understanding of competitive c) Demonstrates willingness to take calculated risks
products and services within the marketplace to achieve business goals
d) Develops and proposes a long-term (3-5 year) d) Proposes innovative business deals to potential
strategy for the organization, based on an customers, suppliers, and business partners
analysis of the industry and marketplace and the
e) Encourages and supports entrepreneurial behavior
organization’s current and potential capabilities
in others
as compared to competitors
25. FOSTERING INNOVATION
22. TECHNICAL EXPERTISE
Definition: Developing, sponsoring or supporting the
Definition: Depth of knowledge and skill in a technical
introduction of new and improved method, products,
area.
procedures, or technologies.
a) Effectively applies technical knowledge to solve a
a) Personally develops a new product or service
range of problems
b) Personally develops a new method or approach
b) Possesses an in-depth knowledge and skill in a
technical area c) Sponsors the development of new products,
services, methods, or procedures
c) Is able to develop technical solutions to new or
highly complex problems that cannot be solved d) Proposes new approaches, methods, or
using existing methods or approaches technologies
d) Is sought out as an expert, to provide advice or e) Develops better, faster, or less expensive ways to
solutions in his/he technical area do things
e) Keeps informed about cutting-edge technology in f) Work cooperatively with others to produce
his/her technical area innovative solutions

THE ACHIEVING RESULTS CLUSTER 26. RESULTS ORIENTATION

23. INITIATIVE Definition: Focusing on the desired end result of one’s

own or one’s units work; setting challenging goals,
Definition: Identifying what needs to be done and focusing effort on the goals, and meeting or exceeding
doing it before being asked to or required by the them.
situation.
a) Develops challenging but achievable goals
a) Identifies what needs to be done and takes
action before being ask or required to b) Develops clear goals for meetings and projects

b) Does more than what is normally required in a c) Maintains commitment to goals, in the face of
situation obstacles and frustrations

c) Seeks out others involved in a situation to learn d) Finds or creates ways to measure performance
their perspectives against goals

d) Takes independent action to change the direction e) Exerts unusual effort over time, to achieve a goal
of events f) Has a strong sense of urgency about solving
problems and getting work done

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 27. THOROUGHNESS e) Understands the industry and marketplace and
consistently is able to identify positioning for
Definition: Ensuring that one’s own and other’s work
the company that enables it to exploit profitable
and information are complete and accurate; careful
opportunities
preparation for meetings and presentations; following
up with others to ensure that agreements and f) Holds staff accountable and measures perform-
commitments have been fulfilled. ance
a) Sets up procedures to ensure high quality of work g) Understands linkage from spending to sharehold-
(e.g., review meetings) er return
b) Monitors the quality of work h) Meets or exceeds targets set
c) Acts to verify information i) Engages in cross-functional dialogue and
decision-making
d) Checks the accuracy of own and other’s work
j) Identify and exploits business opportunities for
e) Develops and uses systems to organize and keep
revenue and margin contribution
track of information or work progress
f) Carefully prepares for meetings and presentations 30. GLOBAL PERSPECTIVE

g) Organizes information or materials for others Definition: The ability to recognize and address issues
that are outside our national perspective. Issues are
h) Carefully reviews and checks the accuracy of viewed without any pre-set biases or limitations. Being
information in work reports (e.g., production, objective, utilizing a broad framework in making
sales,k financial performance) provided by man- judgments in domestic and international activities.
agement, management information systems, or Ability to see the “big picture”.
other individuals and groups
a) Has global experience: considers problems and
28. DECISIVENESS opportunities from a global perspective
Definition: Willingness to make difficult decisions in a b) Understands group strategy, the role of the local
timely manner. business: “walks the talk”
a) Is willing to make decisions in difficult or c) Culturally aware and demonstrates ability to
ambiguous situations, when time is critical conduct business in local terms
b) Takes charge of a group when it is necessary to d) Understands and takes into account global and
facilitate change, overcome an impasse, face local impacts on day-to-day activities
issues, or ensure that decisions are made
e) Aligns global strategy and tactics w/local
c) Makes tough decisions (e.g., closing a facility, considerations
reducing staff, accepting, or rejecting a
f) Keeps abreast of global influences on the local
high-stakes deal)
business
29. BUSINESS ACUMEN g) Role model for staff on global initiatives
Definition: Ability to perform with insight, acuteness, h) Aligns and manages local interests with global
and intelligence in the areas of commerce and/or considerations
industry. Make decisions and act in situations in which
there is not enough information to be certain of i) Proactive – prepares locally to support global
outcome or implications of the decision. activities

a) Directs resources towards profit and revenue j) Empathetic and sensitive to global issues, but
growth opportunities may lack international experience

b) Demonstrates high regard for company

profitability/financial strength
c) Actively seeks accountability and measures
performance
d) Exceeds targets and commitments set

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 SELF MANAGEMENT COMPETENCIES 33. PERSONAL CREDIBILITY
Definition: Demonstrated concern that one be
31. SELF CONFIDENCE
perceived as responsible, reliable, and trustworthy.
Definition: Faith in one’s own ideas and ability to be
successful; willingness to take an independent position a) Does what he/she commits to doing
in the face of opposition. b) Respects the confidentiality of information or
a) Is confident of own ability to accomplish goals concerns shared by others

b) Presents self crisply and impressively c) Is honest and forthright with people

c) Is willing to speak up to the right person or d) Carries his/her fair share of the work load
group at the right time when he/she disagrees e) Take responsibility for own mistakes; does not
with a decision or strategy blame others
d) Approaches challenging tasks with a “can-do” f) Conveys a command of the relevant facts and
attitude information

32. STRESS MANAGEMENT 34. FLEXIBILITY

Definition: The ability to keep functioning effectively Definition: Openness to different and new ways of
when under pressure and maintain self control in the doing things; willingness to modify one’s preferred way
face of hostility or provocation. of doing things.
a) Remains calm under stress a) Is able to see the merits of perspectives other
b) Can effectively handle several problems or tasks than his/her own
at once b) Demonstrates openness to new organizational
c) Controls his/her response when criticized, structures, procedures, and technology
attacked or provoked c) Switches to a different strategy when an initially
d) Maintains a sense of humor under difficult selected one is unsuccessful
circumstances d) Demonstrates willingness to modify a strongly
e) Manages own behavior to prevent or reduce held position in the face of contrary evidence
feelings of stress ©2006, Workitect, Inc.

Competency
Development
System
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