CRG emPerform Sample Competencies · Continuous Improvement Creative Problem Solving ... - Exceeds performance expectations by doing more than is required ... CRG emPerform – Sample

CRG emPerform – Sample Competencies

CRG emPerform 6 Antares Dr. Phase 1. Suite 200. Ottawa, ON K2E 8A9

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Confidentiality Notice: This document contains trade secrets and other proprietary information, which are the confidential property of Corporate Renaissance Group and its clients. Neither this document nor the information contained within is to be distributed—in whole or part— outside of Corporate Renaissance Group by any means without prior authorization, including but not limited to printed, magnetic, electronic or verbal forms. Competency-Based Assessments Made Easy emPerform makes it easy for customers to evaluate employees on competencies. Competencies can be optionally defined with a name, definition, and observable behaviors. In addition each competency definition can carry up to 10 levels of associated writing assistance. Our clients often link “writing assistant” comments to the rating scale to help managers with the ratings and commentary. Once defined, competencies can be assigned and cascaded across the organization’s structure: by organization, division, department, position or direct and uniquely assigned to the employee (and all combinations thereof). emPerform comes standard with a library of 27 competencies (with rating-anchored writing assistant comments) and the ability for an organization to import their own competencies. Powerful reporting functionality allows organizations to run competency reports that show any gaps across departments, employees, etc. This allows supervisors to see if there are any development needs or performance issues with goals or competencies related to customer service. List of out-of-the-box competencies in emPerform: Integrity and Ethics Problem Solving/ Analysis Application of Job Knowledge Change Leadership/Management Communication Teamwork Customer Focus Conceptual Thinking Concern for Order and Quality Conflict Resolution People Development Continuous Improvement Creative Problem Solving Initiative Planning and Scheduling Leadership Self Development Technical Skills Personal Organization Interpersonal Skills Work Environment and Safety Results Orientation Relationship Building Presentation Skills Project Management Adaptability and Flexibility Dependability

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EmPerform Sample Competencies and Anchored Descriptions:

Title: Dependability

Description: Someone who is reliable in reporting, explaining and justifying his or her rational actions.

Observable Behavior: Acknowledges and is able to answer for his or her actions, right or wrong. Makes appropriate calls in decision-making and task assignment. Works within a team to accomplish goals.

Outstanding: - Acts on own initiative - Actively seeks support to accomplish goals - Manages time and sets workload priorities - Handles criticism well, admits mistakes and makes corrections quickly and willingly

Exceeds Expectations: - Takes responsibility for own learning and development - Sees own leadership role in terms of a collective mission - Is open to suggestions and guidance - Is willing to share success and accept failure for a project

Meets Expectations: - Can be counted on by others to provide timely responses to their needs - Carries own weight as a member of a team - Accepts liability for errors - Can be depended upon to act professionally and appropriately

Needs Improvement: - Is not open to suggestions and guidance - Does not always act professionally and appropriately - Does not always admit failure of a project - Needs to learn to make corrections quickly and willingly

Unacceptable: - Is unwilling to accept blame for failure of a project - Makes no corrections when suggestions and guidance are given - Does not accept responsibility for actions, decisions and tasks - Does not carry own weight when working with a team

Ways to Improve: - Take responsibility for own work - Do not make promises which you cannot or do not intend to keep

Type: Generic

Title: Communication

Description: The ability to exchange and present thoughts, messages, or information, as by speech, signals, writing or behavior.

Observable Behavior: Speaks effectively in individual or group situations; listens actively; writes clearly and convincingly.

Outstanding: - Determines the most appropriate format to deliver information in order to maximize audience understanding of both the message and its intent - Varies explanation and communication style based on the background of the audience - Seeks for effective/creative ways of communicating to achieve impact and ensure the right message gets across - Keeps others informed on critical issues that may impact their work

Exceeds Expectations: - Takes responsibility for facilitating information exchange among all levels - Is able to organize and present information, views and concepts in a concise and interesting format for a variety of audiences - Gains respect quickly, builds trust and credibility - Provides examples or draws comparisons where appropriate






Meets Expectations: - Articulates positions and concepts well - Communicates according to the listener's/reader's perspective - Gathers and gives relevant information to others in a timely manner - Avoids vagueness, ambiguity and mixed messages

Needs Improvement: - Has a difficult time openly sharing information, opinions and ideas with others - Rarely gives timely feedback - Does not deviate from a set script, depending on the audience - Does not provide examples to showcase material

Unacceptable: - Cannot articulate position and concepts - Does not give relevant information - Is not well prepared to answer questions pertaining to the material - Is vague and does not send a concise message

Ways to Improve: - Use appropriate language and specific terminology for references - Do not send mixed messages - Make sure that you understand what you are trying to communicate beforehand

Type: Generic

Title: Initiative

Description: Someone taking action to meet work-related objectives without being asked or required to do so.

Observable Behavior: Does things proactively and does not simply think about future actions.

Outstanding: - Takes on extra tasks to meet organizational goal - Strives to improve work processes on a continuing basis - Initiates and implements new projects - Recognizes and seizes opportunities even if outside of normal job duties

Exceeds Expectations: - Reacts to short-term opportunities or problems - Never misses a deadline and pays attention to time sensitive projects - Anticipates problems, proactively addresses issues - Does not allow distractions to interrupt the completion of his or her work

Meets Expectations: - Performs work independently without being prompted - Is decisive in a time-sensitive situation - Is able to meet deadlines and manage projects without supervision - Exceeds performance expectations by doing more than is required

Needs Improvement: - Is not willing to take on extra tasks - Does not recognize opportunities to further his or her future - Rarely does more then what is asked for - Sometimes allows distractions to prevent the completion of a project

Unacceptable: - Often misses his or her deadline - Always does the bare minimum for what is required of him or her - Has to be pushed to make own decisions, especially in time sensitive cases - Has to be prompted to complete work

Ways to Improve: - Make sure that you control your time properly - When asking questions, make sure that you don’t already have the answer to it - Work on making time sensitive decisions without relying on others






Type: Generic

Title: Integrity and Ethics

Description: Someone who demonstrates principled leadership and consistency among principles, values, and behavior.

Observable Behavior: Builds trust with others through own actions and follows through on commitments.

Outstanding: - Makes sure that all private information is always protected - Understands and puts in practice all policies regarding confidentiality - Always follows company’s ethical protocol - ways protected - Understands and puts in practice all policies regarding confidentiality - Always follows company’s ethical protocol - Makes sure that everyone one of his or her team hold a high level for integrity and ethics

Exceeds Expectations: - Holds a high set of standards for what they will put their name on - Can be trusted to hold important information - Is quick to seek advice or ask questions if unclear and unfamiliar situations arise - Deals with customers equally and fairly

Meets Expectations: - Deals with everyone in the same manner - Gives people the benefit of the doubt - Protects confidential information - Is known by others for his or her honesty and fairness

Needs Improvement: - Is sometimes careless when handling sensitive information - His or her ethics have been called into question - He or she does not treat everyone with the same amount of respect - Is not informed regarding regulations and established policies

Unacceptable: - Confidentiality has come into question before - Does not follow the company’s ethic’s policy - There have been complaints about his or her behavior - Does not understand or chooses not to apply regulations and policies

Ways to Improve: - Review company policies and procedures in order to ensure that you are adequately acquainted with them - Make sure to know when the information you are dealing with is sensitive, and proceed with caution






Type:

Generic

Title: Problem Solving/ Analysis

Description: Someone who is able to understand a situation by moving through the data presented and processing the information in a systematic way in order to make effective and rational decisions.

Observable Behavior: Identifies the cause and effect of issues and analyzes them from different angles, using several tools and techniques to construct different solutions to each issue.

Outstanding: - Is able to provide sound rationale for results - Determines implications and consequences of analyses, anticipates next steps and potential obstacles, and makes appropriate adjustments - Analysis is communicated clearly and concisely - Is able to develop solutions which work within the given context

Exceeds Expectations: - Uses program knowledge, experience and organization's goals to appropriately weight various data elements - Breaks down problems into manageable parts in a systematic way - Results are clear and is able to communicate them to others - Is methodical and deliberate in analysis

Meets Expectations: - Take charge of assigned responsibilities - Identifies relationships between proper component parts - Uses a variety of tools and methods to organize and integrate information from multiple outside sources - Is able to analyze information and trends

Needs Improvement: - Does not always use good judgment when drawing conclusions - Is not able to always break down a problem in small manageable components - Lacks the discipline to make precise evaluations - Relationships identified between components are not always clear and rationale

Unacceptable: - - Is unable to find logical solutions to problems - Does not identify the proper relationship between particular areas - Is not able to bring together a variety of tools and methods from outside sources - Is unable to analyze information and trends

Ways to Improve: - Try developing new ways to view a problem which has already been solved - Ask someone who has good skills to give you some tips - Try to remember to keep things simple and not to over complicate the problem






Type: Generic

Title: Application of Job Knowledge

Description: Someone who has an understanding of the facts, principles and expectations of their job.

Observable Behavior: Demonstrates an understanding of knowledge specific to a technical, professional, or administrative field of work through application of related procedures, principles, theories or concepts.

Outstanding: - Updates job knowledge and effectively utilize available resources and technology - Seeks out and effectively utilizes resources that are available when completing work assignments in an effort to increase job efficiency and effectiveness - Knows how to adjust or adapt methods and procedures depending on the result required - Looks for opportunities to share knowledge by assisting others with work related problems or issues

Exceeds Expectations: - Applies knowledge of work appropriately depending on the assignment or issue - Acquires knowledge by participating in meetings, training programs, reading relevant publications and/or maintaining a network of professional/technical contacts to keep up to date with the latest trends - Incorporates new learning into work plans and activities - Communicates occupational practices, ideas or concepts and why they are needed

Meets Expectations: - Demonstrates a thorough understanding of the practices, ideas or concepts associated with the field of work - Demonstrates an awareness of new practices, approaches, technology or theories by utilizing this knowledge in related work activities - Works within available guidelines or approaches - Knows when alternatives must be considered because particulars are not appropriate to the assignment

Needs Improvement: - Is unable to apply knowledge of field appropriately - Does not adapt new field methods into goals and assignments - Does not know when to consider alternative methods - Does not seek out new learning opportunities

Unacceptable: - Does not have any knowledge or understanding of the field of work - Does not work within the guidelines and approaches which have been presented - Does not keep in touch with emerging methods - Does not strive to enhance overall knowledge base

Ways to Improve: - Make sure that you know what your job entails, if you don’t, learn - Review protocols and guidelines set by your employer - Seek help from others when you are unsure, always ask questions






Type: Generic

Title: Change Leadership/Management

Description: Someone who is constantly striving to help improve the working environment and to help transition of change.

Observable Behavior: Exhibits a range of behavior from communicating, motivating and actively supporting the vision and strategy to reinforce new ways of thinking.

Outstanding: - Assesses the impact that the change will have on people, processes and systems and develops and adapts these areas to support the change - Helps other cope with the stress and uncertainty of change through appropriate coaching or use of change management techniques - Builds on lessons learned through previous change experiences - Continuously identifies and addresses the evolving implications of change

Exceeds Expectations: - Builds acceptance and commitment to change by involving those impacted by the change early in the process - Manages resistance to change by understanding the underlying motivations - Manages risks associated with change - Removes the barriers associated with change

Meets Expectations: - Communicates the need and rationale for change and the consequences of doing nothing - Ability to create an environment that is open to and prepared for change - Is able to motivate people to embrace the changes - Identifies the ambiguity associated with change

Needs Improvement: - Does not manage the risks and challenges associated with change well - Does not always understand the underlying motivations for change - Has trouble removing the barriers which prevent the change from occurring - Is not always able to identify the appropriate time in which to implement change

Unacceptable: - Is unable to identify when change is necessary - Does not communicate the reasons for change and what will happen if nothing is done - Cannot motivate people to follow along with the change which is being implemented - Cannot identify the uncertainty associated with change

Ways to Improve: - Make sure that you are able to communicate your thoughts and ideas clearly - Work hard to make sure that you clearly identify the gains and pitfalls - Make sure that before you implement change that you have everyone on board with the idea






Type: Generic

Title: Teamwork

Description: Someone who has the ability and the desire to co-operatively work with a group of people to achieve a common goal.

Observable Behavior: Effectively co-operates and works with others in order to achieve specific objectives.

Outstanding: - Shares own experience and expertise with the rest of the team - Is respectful of other team member’s contributions and knowledge - Has the intent to learn from others - Makes sure that all team members are part of the decision process

Exceeds Expectations: - Values others input and expertise - Promotes team cooperation - Offers help to others - Keeps other team members motivated and focused

Meets Expectations: - Actively takes a role while working within a group - Communicates his or her thoughts during the appropriate times - Supports a positive team environment - Participates, respects and cooperates with everyone to achieve the desired results

Needs Improvement: - Needs to seek the input of other team members more often - Needs to include other team members in the decision making process - Needs to ensure that tasks are shared equally among all team members - Does not always understand when the proper time to communicate ideas is

Unacceptable: - Has to be pushed to work with others - Is often disrespectful of other team members - Does not express positive expectations - Does not work co-operatively with other team members

Ways to Improve: - Make sure to listen carefully to other team member’s suggestions - Make sure not to overtake power from whomever is leading - Keep personal issues outside of the teamwork






Type: Generic

Title: Customer Focus

Description: Someone who focuses on discovering the needs of a client and figures out how to best meet them.

Observable Behavior: Exhibits the willingness to go above and beyond what is expected of them, in order to ensure that the client receives the service which they expect.

Outstanding: - Offers clients service beyond their expectations - Personally commits to advancing a customer’s request or correcting customer service problems - Tries to identify the real needs of the client, those not necessarily expressed at the outset, and matches these needs with customized products or services - Works to establish a long term relationship with clients

Exceeds Expectations: - Clearly establishes mutual expectations with clients to ensure satisfaction - Spends extra time with the customer - Accepts more difficult situations in order to establish the possibility to have longer-term relationship with a client - Provides a thorough follow-up

Meets Expectations: - Helps and serves others to meet their needs - Provides basic follow-up and adds value - Gives clients all the information they need - Makes it easy for the customer to reach him or her

Needs Improvement: - Does not always have the best interest of the customer in mind - Does not always establish clear goals with the client - Is unwilling to place themselves in tough situations in order to ensure client gets what they want - Does not go beyond the bare minimum in order to help customer

Unacceptable: - Does not serve the customer to meet their desires - Does not provide any follow-up to ensure client’s happiness - Is not always available for contact from the customer - Does not provide the customer with the information they need to make informed decisions

Ways to Improve: - Make sure that you keep a constant tone with a customer, though it can be easy to get upset with them, it will not help the situation - Clearly communicate all the given information to the customer so they cannot tell you that they were never informed - Seek advice from senior staff when you are dealing with an unfamiliar situation






Type: Generic

Title: Conceptual Thinking

Description: Conceptual thinking is the ability to identify patterns or connections between situations that are not obviously related, and to identify key or underlying issues in complex situations.

Observable Behavior: Uses creative, conceptual, or inductive reasoning to form links and patterns between concepts and situations.

Outstanding: - Notices when a current situation is similar or dissimilar to a past situation - Uses concepts learned from previous education or experience to explain situations and resolve problems - Makes the solution accessible to everyone - Thinks creatively yet rationally when studying patterns - Brings in new ways of thinking in order to seek out patterns

Exceeds Expectations: - Creates new concepts that are not obvious to others - Applies and modifies concepts or methods appropriately - Looks at situations from different angles and point of views - Applies more complex concepts to solve the problem - Uses complex rules but presents final outcome in a way that is understandable

Meets Expectations: -Applies simple rules and common sense to identify problems - Clarifies complex data or situations - Boils down information - Assembles ideas into clear and useful explanations - Restates observations and knowledge into a simpler fashion

Needs Improvement: - Does not use given knowledge to solve situations - Relies on guessing when trying to form links between situations - Makes too grand connections between ideas - Forces information to fit in with resolution - Uses examples which do not support claims appropriately

Unacceptable: - Is unable to identify the key issues in particular situations - Cannot see patterns and links between ideas - Does not stick to basic rules and concepts when seeking out patterns - Uses no outside information to link situations together - Does not rational thought when forming connections between subjects

Ways to Improve: - Consult outside sources to prove links between situations - Practice on problems which have already been solved - Seek guidance from coworkers who have been identified has being excellent conceptual thinkers






Type: Generic

Title: Concern for Order and Quality

Description: The desire to see things done logically, clearly and well.

Observable Behavior: Pays attention to the overall quality of work by monitoring and checking work or information throughout the course of the assignment.

Outstanding: - Seeks out information to improve organization and priorities - Sets up and maintains information systems - Monitors the work as it is being done - Uses outside aids to improve the quality of data and services provided - Helps to actively improve the quality of work of others in the unit

Exceeds Expectations: - Recommends improvements - Insists on the clarity of roles and duties - Keeps clear, detailed records - Suggests improvements in particular areas - Takes an interest in the overall quality of work in the unit

Meets Expectations: - Checks his or her own work - Ensures that procedures are followed - Pays attention to the caliber of the information, services and systems of his or her own personal work - Does not overstep his or her boundaries

Needs Improvement: - Often submits work without checking it - Does not pay attention to the boundaries which have been predetermined - Often disregards the overall quality of the end result - Does not follow procedures - Often disregards suggestions made by others with regards to areas of improvement

Unacceptable: - Often breaks rules knowingly - Never checks his or her own work before submissions - Does not care about the end quality of his or her work - Never listens to other’s suggestions on improvements - When working within a unity, submits work late without warning

Ways to Improve: - Make sure that you always double check your own work, if you do not trust yourself, send it to someone else to check - Use many outside sources to bring in quality to your work






Type: Generic

Title: Conflict Resolution

Description: Someone who works to reduce tension between two or more parties and arrive at a mutually satisfactory conclusion?

Observable Behavior: Responds promptly to any emerging tensions while managing problems and offering solutions which are fair and respect, so that all the parties involved are satisfied with the outcome.

Outstanding: - Works with outside help, when needed - Looks for some sort of common ground between the parties involved - Presents more than one resolution to any given conflict - Is able to provide advice on how to prevent future conflicts - Uses past experiences to help with conflict resolutions

Exceeds Expectations: - Makes an effort to maintain the friendly atmosphere post-conflict - Does not start conflicts when they are stressed or in emotional turmoil - Remains patient throughout disagreements - Has a great ability to be a third party mediator - Is not afraid to admit when he or she have made a mistake

Meets Expectations: - Responds to tension before it become a conflict - Tries to come up with solutions which can be excepted by all the parties involved - Does not become emotionally involved - Works to prevent conflicts from happening - Does not choose sides

Needs Improvement: - Can get too emotionally involved when trying to resolve a conflict - Has trouble coming up with positive solutions which are fair for everyone - Is often biased in his or her conflict resolution, picks one side over the other - Does not recognize when compromises need to be made - Can be stubborn to yield in a conflict situation

Unacceptable: - Blames others for all problems - Is often the catalyst for many conflicts - Leaves others to solve problems - Takes no active role in promoting a conflict free environment - Makes conflicts worse when mediating

Ways to Improve: - Remain unattached to the situation, if you feel yourself getting emotionally involved ask someone else to step in - Ask another staff member to draw up mock conflicts and write down on paper step by step how you would potentially deal with the situation - Make sure that you are aware of tension among your group






Type: Generic

Title: People Development

Description: Someone who encourages others to strive for better personal development.

Observable Behavior: Encourages others to seek out opportunities to further themselves and their careers.

Outstanding: - Mentors his or her peers - Uses own personal development as an example for others to follow - Is able to bring together people to complete a common goal - Is able to utilize all of his or her given resources to the best of his or her abilities

Exceeds Expectations: - Shares past experience - Has a good eye for employees who will succeed - Encourages others to develop themselves - Is able to create an “open door” environment with employees

Meets Expectations: - Encourages others to exceed in the work place - Promotes others to explore other career possibilities - Takes full advantage of all of the training tools available to him or her - Takes the time and effort to help people who he or she sees is struggling

Needs Improvement: - Does not always communicate concerns with staff properly - Needs to work on creating an environment which sustains growth among employees - Does not share his or her own past experience with others - Has difficulties bring people together

Unacceptable: - Does not motivate others to further themselves in the work place - Has been heard telling people that they cannot and will not develop their skills - Intimates coworkers, making it hard for them to feel comfortable when seeking advice - Does not take the time to help those who he or she sees are falling behind

Ways to Improve: - Try to emulate the people who helped you achieve something important in your life - Look to outside sources as a way of motivation for others - Work at easing tension between team members so they do not get in the way of personal development






Type: Generic

Title: Continuous Improvement

Description: Someone who is striving to endlessly improve the processes and quality of his or her work.

Observable Behavior: Is constantly taking a new or unique approach to how work is done and encouraging others to follow suit.

Outstanding: - Is able to pull together ideas, issues, and observations to create a new perspective or approach - Tries different solutions or takes different approaches - Has innovative ways of identifying new solutions - Looks for ways to improve the system that have not been used before - Adapts own thinking to meet changes or unexpected external constraints

Exceeds Expectations: - Encourages new ideas from others - Thinks of change as an opportunity to broaden horizons - Thinks outside the box in order to suggest solutions - Fosters an environment of continuous improvement - Envisions new and effective ideas that help change the existing system

Meets Expectations: - Questions conventional work methodology - Generates and maintains a creative and change-oriented environment - Recognizes when a situation could benefit from a different approach - Questions/challenges the regular approach - Is open to change when presented with a new perspective

Needs Improvement: - Is not susceptible to suggestions from others with regards to improving methods - Only examines perspective when pushed by others to do so - Remains on a tight mindset of what is acceptable and rarely ventures outside of that mindset - Does nothing to help facilitate the implementation of change - Is often resentful towards new perspectives which are presented

Unacceptable: - Does not seek out ways to improve upon the way in which he or she completes their work - Seeks out the safest way of handling tasks - Tries to undermine an environment in which change is possible - Discourages others to change their ways - Refuses to recognize when a situation could benefit from a different method

Ways to Improve: - Ask lots of questions - Keep track of new opportunities which you can qualify for - Use your imagination to come up with ways to improve your work, not just for your employers but for yourself






Type: Generic

Title: Creative Problem Solving

Description: Someone who is able to identify the underlying issues, patterns and connections between problems in a way that generates new ideas, multiple options and original concepts.

Observable Behavior: Uses imaginative reasons and intuitions as guides to solve conflicts and issues.

Outstanding: - Actively seeks to involve others to help with the development of imaginative solutions to problems - Diagnoses problems from multiple angles - Makes decisions based on a combination of logical analyses, personal experience and professional judgment - Uses technology and outside information to come up with imaginative solutions - Makes connections between seemingly unrelated issues and factors

Exceeds Expectations: - Considers a broad range of factors and strategies when solving problems - Is not bound by traditional or existing approaches or techniques - Uses sufficient probing to generate more than one possible solution - Narrows broadly-defined problems, into simple to handle ones - Uses intuition and past experience to come up with solutions which vary from the ordinary ones

Meets Expectations: - Produces practical solutions - Generates innovative responses to problems - Uses reason to generate multiple opinions - Follows through the entire process from the analysis of a problem to a successful resolution - Is not limited by the status quos and boundaries

Needs Improvement: - Rarely ventures away from the normal solutions - Only generates one solution for a problem - Often skips steps in the process of analysis - Considers a limited numbers of factors and strategies - Has trouble making a connection between issues

Unacceptable: - Always rushes to a quick-fix solution - Does not learn from their past experiences - Sticks with the traditional approaches and techniques - Does not redefine the problems into simpler to understand issues - Does not consider any outside strategies and factors

Ways to Improve: - Using problems that have already been solved and dealt with, come up with new and inventive ways to solve them - Look at the way in which other people have tried to solve the problem and come up with different ways in which it could be dealt with






Type: Generic

Title: Planning and Scheduling

Description: Someone who carefully thinks through what he or she will do before they begin the project, this allows him or her to be able to do the right thing the first time around.

Observable Behavior: Is able to complete a task in a good, clear and complete manor where time and work is properly estimated and accounted for.

Outstanding: - Ensures the whole teams organization and not just that of their own - Is able to cope with sudden problems, without panicking - Plans are simple and easy to follow - Is able to bring different departments/fields together for the sake of the completion of a task

Exceeds Expectations: - Involves other team members in the early planning’s of projects and makes them part of the entire process - Plans are realistic and possible - Anticipates possible problems and figures out how to potentially avoid them - Uses new ideas to bring innovation into their planning process

Meets Expectations: - Successfully plans actions that need to be taken in order to complete the job - Manages time effectively and well - Is able to prioritize components of a project properly - Effectively delegates responsibilities to team members

Needs Improvement:

- Does not always accomplish assigned tasks within deadlines - Plans sometimes do not always work within the continents of the project - Needs to focus on bigger picture when planning the overall project - Often avoids taking reasonability for planning

Unacceptable: - Schedule is usually unworkable - Makes changes to schedule but often does not inform team members of such changes - Does not anticipate the arrival of outside problems - Fails to remain within the time constraints of the tasks

Ways to Improve: - Do not take on too many projects, even with great planning you will not be able to complete them - Carefully write down timelines for all of your projects - Make sure that you leave enough time for mistakes when planning, it is better to finish earlier then later






Type: Generic

Title: Leadership

Description: Someone who is proactively working effectively to accomplish objectives in his or her own position and by building consensus on common goals.

Observable Behavior: Takes measurable proactive steps to ensure the well-being of his or her entire team and to ensure the completion of every task is done effectively and with a concern for quality.

Outstanding: - Develops the mutual trust and respect necessary for a productive, positive work environment - Sets performance standards by example - Uses effective work strategies to influence decision-making and create ownership - Takes credit for all of the pitfalls, but shares the successes with the team - Stays committed during challenging times

Exceeds Expectations: - Demonstrates relevant technical and professional expertise - Builds consensus and commitment for achieving the organizations vision - Is creative in his or her methods of leading - Showcases a confident demeanor without becoming overbearing - Makes sure that responsibilities are spread-out evenly

Meets Expectations: - Is able to bring groups/individuals together for the common goal of completing an assignment - Is able to effectively motivate and encourage others - Listens to, thanks and effectively communicates with all contributors in the organization - Takes the responsibility to ensure that the task is completed - Communicates clearly among team members as to what the objective of the project is

Needs Improvement: - Is shy about leading a group - Does not listen to the cares and concerns of the other team members - Goals tried to accomplish too much - Needs to make decisions more decisively - Is not always willing take on the role of leadership

Unacceptable: - Rather than leading often tends to take on more of a dictator role - Never involves team members in the decision making process - Cannot bring together individuals/groups with contradicting opinions - Is unable to attain the respect of his or her team - Often fails to steer team members into the proper direction

Ways to Improve: - Make sure that there is a clear vision as to what is supposed to be accomplished - Know the strengths and weaknesses of the team - Let everyone in the group know about the long and short term goals - Improve communication skills - Learn from mistakes and failures






Type: Generic

Title: Self Development

Description: Someone who proactively tries to develop their capabilities and potentials

Observable Behavior: Eagerly seeks new opportunities and tasks which would help with his or her development in their given field of interest

Outstanding: - Makes sure that he or she is constantly up to date with that changes in their job requirements - Learns new methods and skills without having to be prompted to do so - Looks for opportunities to pursue advanced education within his or her field of work - Works hard to take an active leadership role in his or her own development

Exceeds Expectations: - Pays attention to changes in the field in order to stay current - Makes fast adjustments to changing procedures and policies - Sets up goals for his or her own personal development - Encourages others around him or her to also develop their skills

Meets Expectations: - Attends workshops or seeks out other sources of information which would help with his or her development - Is open to suggestions as how to improve upon his or her performance and skills - Makes an effort to be aware of frequently changing codes of behavior and principles - Can be counted on to improve on and commit to quality of work

Needs Improvement: - Is not self-motivated to seek out new opportunities for career advancement - Does not adjust quick enough to changing processes and procedures - Does not follow trends within his or her own field - Needs to more open to suggestions from others as how to improve self development

Unacceptable: - Show a clear lack of interest in developing his or her skills - Is very out of touch with the changing fields - Does not seek out information on how to enhance his or her knowledge of his or her job - Resists new concepts or information

Ways to Improve: - Look for new opportunities which you will benefit from directly - Make sure that when the opportunity to attend a networking function is presented to you, that you seize it - Make sure that everything which you submit is something you worked hard on






Type: Generic

Title: Technical Skills

Description: Achieves a proficient level of technical and professional skills/knowledge in job-related areas; acquires and refines current developments in areas of expertise.

Observable Behavior: Shows a savvy for technical issues and serves, uses his or her skills to enhance his or her work.

Outstanding: - Performs increasingly more complex tasks to expand area of expertise - Acquires new skills before having to be asked to do so - Adapts quickly to changing technology - Reads outside material to stay up-to-date with changing and emerging trends

Exceeds Expectations: - Expands areas of expertise by taking on new projects - Strengthens and builds new technical skills using available resources - Takes an active role in seeking out new technology - Works within the built environment to raise technical awareness

Meets Expectations: - Is able to maintain all technical skills needed for his or her job requirements - Understands the technical tools being used - Makes sure everyone on the team understands the technical side of projects - Takes advantage of available training

Needs Improvement:

- Sometimes gets overwhelmed with the technical side of projects - Does not demonstrate a thorough understanding of technology - Does not apply technical knowledge to job skills - Needs to be retrained in certain skills

Unacceptable: - Has almost no technical skill - Does not integrate new methods and technology into work - Fails to keep current on new technical trends - Has not shown ability to work side-by-side with technology on a project

Ways to Improve: - Read technical materials - Take classes offered either by the employer or from an outside partner






Type: Generic

Title: Personal Organization

Description: Someone who is able systematize their own working environment so that nothing is out of place and tasks are completed on time.

Observable Behavior: Hands in projects on time and has very good planning skills.

Outstanding: - Is never lost, always on top of his or her work - Others rely on him or her to know the answers and have the necessary information - Ensures that the office is organized - Helps other staff members improve their personal organization

Exceeds Expectations: - Is able to maximize his or her staff’s best abilities - Remains calm and collected under periods of his stress - Is able to keep tabs of multiple issues/projects at a time - Is able to prioritize work in order to maximize efficiency

Meets Expectations: - Keeps his or her workspace in an order that is functional - Can always find the information which is needed without extensive searching - Is always up-to-date with changes within the office - Makes sure that others around him or her are able to use the information which he or she created

Needs Improvement:

- Often cannot produce documents upon immediate request - Is not accepting of other people’s lack of organization - Is often behind with the ongoing changes within the office - Is unable to take advantage of his or her staffs capabilities

Unacceptable: - Has misplaced many important documentations - Often misses deadlines due to a lack of structured planning - Work area is not functional - Looses a lot of time looking for files, due to a lack of arrangement

Ways to Improve: - Ensure that one’s desk is always in a workable condition - Develop a timeline and mark down when specific steps of a project are to be completed, follow this timeline






Type: Generic

Title: Interpersonal Skills

Description: Someone who is able to communicate and form relationships with other people and wants to understand them.

Observable Behavior: Has the ability to accurately hear and understand the unspoken or partly expressed thoughts, feelings, and concerns of others and form a relationship based off of these thoughts.

Outstanding: - Is able to bring conflicting people together - Has empathy for the needs of others - Is able to relate to the majority of people - Is genuinely interested in his or her co-workers

Exceeds Expectations: - Refrains from being offensive when correcting and helping others - Is accepting of different views and beliefs - Seeks advice on how to improve interpersonal skills - Avoids unnecessary confrontations

Meets Expectations: - Does not make vulgar comments - Treats everyone with the same respect regardless of race or gender - Shows a want to get along with others - Is willing to help others

Needs Improvement:

- Does not listen well to others - Loses his or her patience very easily - Does not always use the proper ton when communicating with others - Should learn to properly respect other people’s opinions and beliefs

Unacceptable: - Is often biased and inflexible with their opinions - Is often heard using inappropriate and offensive language - Continues to have a very passive-aggressive mind set - Has received numerous complaints from co-workers regarding behavior

Ways to Improve: - Try and remain open with people and their thoughts - Make sure that your communication skills are good, as not to send the wrong signals






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Type: Generic

Title: Work Environment and Safety

Description: Someone who takes measures to prevent the occurrence or risk of injury or danger and also takes an interest in the conditions or influences of his or her surroundings.

Observable Behavior: Is always aware of what is happening around him or her and ensures that everyone surrounding him or her feels comfortable.

Outstanding: - Teaches others about office safety protocols - Always reminds people of safety issues - Takes on a leadership role and monitors others to make sure that they are being safe - Adheres to the safety rules and regulations themselves

Exceeds Expectations: - Is often seen encouraging a safe environment - Ensures that the environment is safe and workable - Makes sure that people around him or her are comfortable in their environment - Follows all safety regulations

Meets Expectations: - Ensures that everyone is comfortable with the safety issues - Works within the safety boundaries - Values the environment within which they work - Makes sure that they keep up with any changes to safety protocol

Needs Improvement: - Has to be reminded about safety regulations - Does not enforce safety practices - Fails to make environment around him or her enjoyable - Often sacrifices safety and environment for productivity

Unacceptable: - Has broken safety regulations in the past - Blatantly chooses to ignore safety rules - Does not show any concern for the environment in which they work - Does not keep in touch with changing safety protocol

Ways to Improve: - Be mindful of the people surrounding you and their comfort levels - Make sure you know that safety rules and regulations - Try to maintain a light environment and keep pressure to a minimum






Type: Generic

Title: Results Orientation

Description: The desire to achieve high standards in all areas of work

Observable Behavior: Someone who pays attention to structure and the final results

Outstanding: - Close attention is paid to accuracy and details in each step of the project - Projects are completed with respect to boundaries and restrictions - Rereads all material to ensure that there are no grammatical or spelling errors - Projects are always handed in on time

Exceeds Expectations: - Pays attention to specific instructions - Makes sure that steps add up to clear conclusions - Maintains a high standard of all data which he or she uses in his or her report - Has a clear thesis and topic within writing

Meets Expectations: - Pays close attention to structure - Makes sure that all guidelines are followed - Pays specific attention to detail - Monitors the entire process, from start to finish

Needs Improvement: - Does not pay attention to the standards which have been set in place - Does not verify the data which he or she is using - There is no clear message present - Spelling and grammatical errors can often be found

Unacceptable: - Many times projects are done just to be completed - Does not check over work to ensure that the conclusions follow from the information - There is no clear flow of information which supports the conclusions which have been drawn - Writing is very rough and clearly has not been reread

Ways to Improve: - Ensure that all of the information supports the conclusion - Have a peer read and edit all written materials to avoid errors - Seek advice from experienced co-workers when needed






Type: Generic

Title: Relationship Building

Description: The ability to establish contact with other people on a more personal level

Observable Behavior: Someone who is able to forge an affiliation with someone else and maintain this network

Outstanding: - Has a high network of relationships in different sectors - Is able to utilize his or her relationships in positive ways - Is known outside of his or her circle, by people whom they have never met, for good reasons - Seeks out other opportunities to build his or her network

Exceeds Expectations: - Uses all opportunities to the best of his or her ability - Is very presentable - Makes a great first impression - Goes out and seeks new opportunities to forge connections

Meets Expectations: - Keeps up with the bare minimum - Is polite and gracious when meeting others - Maintains contact with important connections - Attends functions in order to ensure that new connections are forged and old ones maintained

Needs Improvement:

- Does not use his or her connections to his or her advantage - Does not seek out new opportunities to network - Often has to be pushed to maintain relationships - Makes no effort to create relationships

Unacceptable: - Does not use opportunities to network to the best of his or her advantage - Does not always come across as polite and sincere - Has to be pushed to network and create connections - Is unable to maintain relationships

Ways to Improve: - Attend as many functions as possible - Make sure to keep up contact with important people






Type: Generic

Title: Presentation Skills

Description: The ability to clearly and effectively prepare and showcase a variety of different information to different individuals.

Observable Behavior: Someone who is able to stand in front of an audience and feel confident and comfortable presenting his or her ideas and information

Outstanding: - Is able to use verbal communication and presentation training skills in a productive manner - People want to listen to him or her - Engages the audience into the presentation - Uses a wide variety of information and if flexible

Exceeds Expectations: - Is prepared to answer questions at the end of his or her presentation - Uses good tools to showcase his or her information - Is able to explain complicated situations in a clear and simple manner - Is convincing and clear throughout the presentation

Meets Expectations: - Use appropriate sequence, speed, and emphasis - Audience is able to clearly understand and respond to the intended message - Is able to communicate and persuade others - Presentation is well organized and easy to follow

Needs Improvement:

- Talks in a monotone voice - Does not have eye contact with the audience - Is not confident in the material that he or she is presenting - Sends conflicting messages

Unacceptable: - There is no clear and identifiable message within presentation - Makes many grammatical errors while speaking - Is unable to answer questions about his or her presentation - Presentations often fail to achieve the desired goal intended

Ways to Improve: - Practice in front of co-workers and get their reaction and advice - Make sure to vary ton throughout the presentation - Ensure that the material is understandable to both the presenter and the audience






Type: Generic

Title: Project Management

Description: The ability to effectively manage all aspects of an assigned project.

Observable Behavior: Someone who shows great leadership and planning skills.

Outstanding: - Is able to select the most effective team members to complete the project - Is able to adjust his or her plans to arising conflicts - Provides feedback to all members of the team on their progress - Acts as a mentor and an example to others

Exceeds Expectations: - All team members are included in the planning process - Allows for members of his or her team to input suggestions - Ensures that everyone feels part of the project - Communicates his or her vision effectively to the entire team

Meets Expectations: - Is able to effectively manage and plan out the project till the very end - Is an excellent leader - Is able to prevent conflicts from occurring - Projects are usually turned in on time and complete

Needs Improvement: - Team members are often left out of the planning process and become confused - Has trouble placing people in appropriate roles - Often disregards the opinions of other team members - Many team members end up feeling left out of the project

Unacceptable: - Does not organize team members properly - Is unable to manage projects - Has difficulty turning in projects on time - Does not pay attention to the quality of the final product

Ways to Improve: - Make sure to think ahead and plan out each step of the project - Seek advice from co-workers who have been in similar situations






Type: Generic

Title: Adaptability and Flexibility

Description: Someone who is able to adapt to and work effectively within a variety of situations, and with various individuals or groups.

Observable Behavior: Consistently evaluates the environment to determine the need for change.

Outstanding: - Demonstrates a flexibility to shift priorities, incorporate new approaches or ideas in support of changing needs - Provides positive and constructive input into change initiatives - Is unafraid of taking risks and making mistakes - Incorporates lessons learned from mistakes into subsequent plans and activities

Exceeds Expectations: - Confident of trying something different - Maintains his or her self-control and his or her ability to function in unusually changing situations - Acknowledges own errors and misinterpretations - Is resilient and capable of dealing with disappointments and setbacks

Meets Expectations: - Is open and receptive to change - Willingly accepts the challenge of unfamiliar tasks - Is open to suggestions and experimentation for improvement - Modifies behavior and approach in response to new and/or unexpected circumstances

Needs Improvement: - Needs to look beyond short term inconvenience to see long term advantages of change - Rarely acknowledges own faults and errors - Does not listen to suggestions and motivations - Has to be pushed to modify approach when faced with a developing situation

Unacceptable: - Does not except the need for change - Is unable to adapt quickly to emerging situations - Does not adapt to the challenges of unfamiliar tasks - Often loses his or her self-control when placed under pressure

Ways to Improve: - Try not to get overly attached to situations - Make sure to asks questions when unsure as to what to do - Do not get stressed out but try and adopt a go with the flow attitude







Documents

CRG emPerform Sample Competencies · Continuous Improvement Creative Problem Solving ... - Exceeds performance expectations by doing more than is required ... CRG emPerform – Sample