Listening and Speaking
Tools and Technology
Examining and Recording
Tier 1 - Personal Effectiveness Competencies
- Demonstrating concern
- Shows sincere interest in others and their concerns, and
demonstrates sensitivity to the needs and feelings of others; helps
others resolve sensitive interpersonal problems as appropriate;
looks for ways to help people, and pitches in to help others.
- Demonstrating insight
into behavior - Recognizes and accurately interprets the verbal and
nonverbal behavior of others; shows insight into the actions and
motives of others, and recognizes when relationships with others are
- Maintaining open communication - Maintains open lines
of communication with others; encourages others to approach him/her
with problems and successes; establishes a high degree of trust and
credibility with others.
- Respecting diversity - Demonstrates
sensitivity and respect for the opinions, perspectives, customs and
individual differences of others; values diversity of people and
- Working with diverse
- Is flexible and open-minded when dealing with a wide range of
people; listens to and considers others' viewpoints; works well and
develops effective relationships with diverse personalities.
- Learning about other
- Takes action to learn about and understand the climate,
orientation, needs, and values of other groups, organizations, or
- Behaving ethically - Abides by a strict
code of ethics and behavior; chooses an ethical course of action and
does the right thing, even in the face of opposition; encourages
others to behave accordingly.
- Acting fairly - Treats others with
honesty, fairness and respect; makes decisions that are objective
and reflect the just treatment of others.
- Taking responsibility - Takes responsibility
for accomplishing work goals within accepted timeframes; accepts
responsibility for one's decisions and actions and for those of
one's group, team, or department; attempts to learn from mistakes.
self-control - Demonstrates self-control by maintaining composure and
keeping emotions in check even in very difficult situations; deals
calmly and effectively with stressful situations.
- Professional appearance - Maintains a
professional demeanor; dresses appropriately for occupation and its
requirements; maintains appropriate personal hygiene;
- Substance abuse - Is free from
- Maintains a positive
- Projects a professional image of oneself and the organization;
demonstrates a positive attitude towards work; takes pride in one's
work and the work of the organization.
- Persisting - Pursues work with
energy, drive, and a strong accomplishment orientation; persists and
expends extra effort to accomplish tasks even when conditions are
difficult or deadlines are tight; persists at a task or problem
despite interruptions, obstacles, or setbacks.
- Taking initiative - Goes beyond the
routine demands of the job; takes initiative in seeking out new work
challenges and increasing the variety and scope of one's job; seeks
opportunities to influence events and originate action; assists
others who have less experience or have heavy workloads.
- Setting challenging
Establishes and maintains personally challenging but realistic work
goals; exerts effort toward task mastery; brings issues to closure
by pushing forward until a resolution is achieved.
- Working independently - Develops own ways of
doing things; is able to perform effectively even with minimal
direction, support or approval and without direct supervision.
- Achievement motivation - Intrinsically driven
to succeed and excel; strives to exceed standards and expectations;
exhibits confidence in capabilities and an expectation to succeed in
Dependability and Reliability:
- Fulfilling obligations - Behaves consistently
and predictably; is reliable, responsible and dependable in
fulfilling obligations; diligently follows through on commitments
and consistently meets deadlines.
- Showing up on time - Demonstrates regular
and punctual attendance; rarely is late for meetings or
- Attending to details - Diligently checks
work to ensure that all essential details have been considered;
notices errors or inconsistencies that others have missed, and takes
prompt, thorough action to correct errors.
- Complying with policies - Follows written and
verbal directions; complies with organizational rules, policies and
Willingness to Learn:
- Demonstrating an
interest in learning - Demonstrates an interest in personal
learning and development; seeks feedback from multiple sources about
how to improve and develop, and modifies behavior based on feedback
or self-analysis of past mistakes.
- Participating in
- Takes steps to develop and maintain knowledge, skills, and
expertise necessary to achieve positive results; participates fully
in relevant training programs and actively pursues other
opportunities to develop knowledge and skills.
- Anticipating changes in
Anticipates changes in work demands and searches for and
participates in assignments or training that address these changing
demands; treats unexpected circumstances as opportunities to learn.
- Identifying career
- Takes charge of personal career development by identifying
occupational interests, strengths, options and opportunities; makes
insightful career planning decisions based on integration and
consideration of others' feedback, and seeks out additional training
to pursue career goals.
Tier 2 - Academic Competencies
- Comprehension - Locates, understands
and interprets written information in prose and in documents such as
manuals, reports, memos, letters, forms, graphs, charts, tables,
calendars, schedules, signs, notices, applications and directions;
understands the purpose of written materials; attains meaning and
comprehends core ideas.
- Attention to detail - Identifies main
ideas; notes details and facts; detects inconsistencies; identifies
implied meaning and details; identifies missing information;
- Integration - Critically evaluates
and analyzes information in written materials; integrates and
synthesizes information from multiple written materials.
- Application - Integrates what is
learned from written materials with prior knowledge; applies what is
learned from written material to follow instructions and complete
specific tasks; applies what is learned from written material to
- Organization and
- Creates documents such as letters, directions, manuals, reports,
graphs, and flow charts; communicates thoughts, ideas, information,
messages and other written information, which may contain technical
material, in a logical, organized and coherent manner; ideas are
well developed with supporting information and examples.
- Mechanics - Uses standard syntax
and sentence structure; uses correct spelling, punctuation, and
capitalization; uses appropriate grammar (e.g., correct tense,
subject-verb agreement, no missing words).
- Tone - Writes in a manner
appropriate for business; uses language appropriate for the target
audience; uses appropriate tone and word choice (e.g., writing is
professional and courteous).
- Quantification - Reads and writes
numbers; counts and places numbers in sequence; recognizes whether
one number is larger than another.
- Computation - Adds, subtracts,
multiplies, and divides with whole numbers, fractions, decimals, and
percents; calculates averages, ratios, proportions and rates;
converts decimals to fractions; converts fractions to percents.
- Measurement and
- Takes measurements of time, temperature, distances, length, width,
height, perimeter, area, volume, weight, velocity, and speed; uses
and reports measurements correctly; converts from one measurement to
another (e.g., from English to Metric).
- Application - Performs basic math
computations accurately; translates practical problems into useful
mathematical expressions and uses appropriate mathematical formulas
Science and Technology:
- Comprehension - Understands basic
scientific principles and to use commonly available technology;
understands the scientific method (i.e., identifies problems,
collects information, forms opinions and draws conclusions);
understands overall intent and proper procedures for set-up and
operation of equipment.
- Application - Applies basic
scientific principles and technology to complete tasks.
Communication - Listening and Speaking:
- Speaking - Expresses information
to individuals or groups taking into account the audience and the
nature of the information (e.g., technical or controversial); speaks
clearly and confidently; information is organized in a logical
manner; speaks using common English conventions including proper
grammar, tone and pace; tracks audience responses and reacts
appropriately to those responses; effectively uses eye contact and
- Listening - Receives, attends to,
interprets, understands, and responds to verbal messages and other
cues; picks out important information in verbal messages;
understands complex instructions; appreciates feelings and concerns
of verbal messages.
- Two-way communication - Practices meaningful
two-way communication (i.e., speaks clearly, pays close attention
and seeks to understand others, listens attentively and clarifies
information); attends to nonverbal cues and responds appropriately.
- Persuasion/Influence - Influences others;
persuasively presents thoughts and ideas; gains commitment and
ensures support for proposed ideas.
Critical and Analytical Thinking:
- Reasoning - Possesses sufficient
inductive and deductive reasoning ability to perform job
successfully; critically reviews, analyzes, synthesizes, compares
and interprets information; draws conclusions from relevant and/or
missing information; understands the principles underlying the
relationship among facts and applies this understanding when solving
- Mental agility - Identifies
connections between issues; quickly understands, orients to, and
learns new assignments; shifts gears and changes direction when
working on multiple projects or issues.
- Learning strategies - Applies a range of
learning techniques to acquire new knowledge and skills; processes
and retains information; identifies when it is necessary to acquire
new knowledge and skills.
- Application - Integrates newly
learned knowledge and skills with existing knowledge and skills;
uses newly learned knowledge and skills to complete specific tasks;
uses newly learned knowledge and skills in new or unfamiliar
Basic Computer Skills:Using a
personal computer and related applications to convey and retrieve
- Comprehending the basics - Understands and
efficiently uses basic computer hardware (e.g. PCs, printers) and
software (e.g. word processing software, spreadsheet software) to
perform tasks; understands common computer terminology (e.g.,
program, operating system) and is familiar with the fundamental
capabilities of computers.
- Entering data - Enters data into
computer files quickly, with an acceptable degree of accuracy;
double checks data entry carefully; notices when data are missing or
look wrong and takes steps to ensure computer files are complete and
- Preparing documents - Uses word processing
programs to create, edit, and retrieve document files; types
materials quickly and accurately; checks work carefully and
identifies/corrects typographical errors; uses basic reference
materials and tools (e.g., spell check) to ensure accuracy.
Tier 3 - Workplace Competencies
- Acknowledging team
membership and role - Accepts membership in the team; shows
loyalty to the team; determines when to be a leader and when to be a
follower depending on what is needed to achieve the team's goals and
objectives; encourages others to express their ideas and opinions;
identifies and draws upon team members' strengths and weaknesses to
achieve results; learns from other team members.
- Establishing productive
relationships - Develops constructive and cooperative working
relationships with others; exhibits tact and diplomacy and strives
to build consensus; shows sensitivity to the thoughts and opinions
of other team members; delivers constructive criticism and voices
objections to others' ideas and opinions in a supportive,
non-accusatory manner; responds appropriately to positive and negative
- Identifying with the
team and its goals - Identifies the goals, norms, values, and
customs of the team; is a team player and contributes to the group's
effort; uses a group approach to identify problems and develop
solutions based on group consensus; effectively communicates with
all members of the group or team to achieve team goals and
- Resolving conflicts - Brings others
together to reconcile differences; handles conflicts maturely by
exercising "give and take" to achieve positive results for
all parties; reaches formal or informal agreements that promote
mutual goals and interests, and obtains commitment to those
agreements from individuals or groups.
- Employing unique
- Employs unique analyses and generates new, innovative ideas in
complex areas; integrates seemingly unrelated information to develop
creative solutions; develops innovative methods of obtaining or
using resources when insufficient resources are available.
- Entertaining new ideas - Is open to
considering new ways of doing things; actively seeks out and
carefully considers the merits of new approaches to work; willingly
embraces new approaches when appropriate and discards approaches
that are no longer working.
- Dealing with ambiguity - Takes effective
action when necessary without having to have all the necessary facts
in hand; easily changes gears in response to unpredictable or
unexpected events, pressures, situations and job demands;
effectively changes plans, goals, actions or priorities to deal with
- Understanding customer
Demonstrates a desire to understand customer needs; listens to what
customers are saying and asks questions as appropriate; demonstrates
awareness of client goals.
- Providing personalized
- Provides prompt, efficient and personalized assistance to meet the
requirements, requests, and concerns of customers; provides
thorough, accurate information to answer customers questions and
inform them of commitment times or performance guarantees; actively
looks for ways to help customers by identifying and proposing
appropriate solutions and/or services; establishes boundaries as
appropriate for unreasonable customer demands.
- Acting professionally - Is pleasant,
courteous and professional when dealing with internal or external
customers; develops constructive and cooperative working
relationships with customers, and displays a good-natured,
cooperative attitude; is calm and empathetic when dealing with
- Keeping customers
- Follows up with customers during projects and following project
completion; keeps clients up to date about decisions that affect
them; seeks the comments, criticisms and involvement of customers;
adjusts services based on customer feedback.
Planning and Organizing:
- Planning - Approaches work in a
methodical manner; plans and schedules tasks so that work is
completed on time; keeps track of details to ensure work is
performed accurately and completely.
- Prioritizing - Prioritizes various
competing tasks and performs them quickly and efficiently according
to their urgency; finds new ways of organizing work area or planning
work to accomplish work more efficiently.
- Allocating resources - Estimates resources
needed for project completion; allocates time and resources
effectively and coordinates efforts with all affected parties; keeps
all parties informed of progress and all relevant changes to project
- Anticipating obstacles - Anticipates obstacles
to project completion and develops contingency plans to address
them; takes necessary corrective action when projects go off-track.
- Generating innovative
- Uses information, knowledge, and beliefs to generate original,
innovative solutions to problems; reframes problems in a different
light to find fresh approaches; entertains wide-ranging
possibilities others may miss; takes advantage of difficult or
unusual situations to develop unique approaches and useful
- Seeing the big picture - Has broad knowledge
and perspective; pieces together seemingly unrelated data to identify
patterns and trends and to see a bigger picture; understands the
pieces of a system as a whole and appreciates the consequences of
actions on other parts of the system; possesses a big-picture view
of the situation.
Problem Solving and Decision-Making:
- Identifying the problem - Anticipates or
recognizes the existence of a problem; identifies the true nature of
the problem by analyzing its component parts; uses all available
reference systems to locate and obtain information relevant to the
problem; recalls previously learned information that is relevant to
- Locating, gathering, and
organizing relevant information - Effectively uses both internal
resources (e.g., internal computer networks, company filing systems)
and external resources (e.g., internet search engines) to locate and
gather information; examines information obtained for relevance and
completeness; recognizes important gaps in existing information and
takes steps to eliminate those gaps; organizes/reorganizes
information as appropriate to gain a better understanding of the
- Generating alternatives - Integrates previously
learned and externally obtained information to generate a variety of
high-quality alternative approaches to the problem; skillfully uses
logic and analysis to identify the strengths and weaknesses, the
costs and benefits, and the short- and long-term consequences of
- Choosing a solution - Decisively chooses
the best solution after contemplating available approaches to the
problem; makes difficult decisions even in highly ambiguous or
ill-defined situations; quickly chooses an effective solution
without assistance when appropriate.
- Implementing the
- Commits to a solution in a timely manner, and develops a realistic
approach for implementing the chosen solution; observes and
evaluates the outcomes of implementing the solution to assess the
need for alternative approaches and to identify lessons learned.
Working with Tools and Technology:
- Selecting tools - Selects and applies
appropriate tools or technological solutions to frequently
encountered problems; carefully considers which tools or
technological solutions are appropriate for a given job, and
consistently chooses the best tool or technological solution for the
problem at hand.
- Keeping current - Demonstrates an
interest in learning about new and emerging tools and technologies;
seeks out opportunities to improve knowledge of tools and
technologies that may assist in streamlining work and improving productivity.
- Troubleshooting - Learns how to
maintain and troubleshoot tools and technologies.
Scheduling and Coordinating:
- Arranging - Makes arrangements
(e.g. for traveling, meetings) that fulfill all requirements as
efficiently and economically as possible; handles all aspects of
arrangements thoroughly and completely with little or no
- Informing - Responds to the
schedules of others affected by arrangements; informs others of
arrangements, giving them complete, accurate and timely information;
insures that others receive needed materials in time.
- Verifying - Takes steps to verify
all arrangements; recognizes problems, generates effective
alternatives, and takes corrective action.
- Coordinating in
distributed environments - Coordinates schedules of colleagues,
co-workers, and clients in regional locations (i.e., across time
zones) to ensure that inconvenience is minimized and productivity is
enhanced; leverages technology (e.g., internet, teleconference) to
facilitate information sharing in distributed work environments;
takes advantage of team member availability throughout business
hours in multiple time zones to enhance productivity.
- Shiftwork - Effectively
coordinates the transition of employees at the beginning and end of
each work shift; disseminates crucial information in an organized
manner to rapidly bring employees up to speed at the start of their
shifts; ensures that employees are updated on work completed on past
shifts and work that still needs to be completed.
Checking, Examining and Recording:
- Detecting errors - Detects and corrects
errors, even under time pressure; notices errors or inconsistencies;
forwards or processes forms in a timely and accurate manner.
- Completing forms - Selects and completes
appropriate forms quickly and completely; attends to and follows
through on important information in paperwork; expedites forms,
orders or advances that require immediate attention.
- Obtaining information - Obtains appropriate
information, signatures and approvals promptly; verifies that all
information is present and accurate before forwarding materials.
- Maintaining logs - Keeps logs, records
and files that are up-to-date and readily accessible; updates logs,
files and records, noting important changes in status.
Workplace Computer Applications:
- Keyboarding and word
- Skillfully uses word-processing software; streamlines document
processing by employing a variety of common software functions; uses
correct style and format, even when confronted by uncommon
requirements that deviate from standard guides; consults appropriate
manuals when uncertain about the correct style and format.
- Internet applications - Effectively uses the
internet and web-based tools to manage basic workplace tasks (e.g.,
timekeeping, maintaining employee records, conducting information
searches); understands and performs internet functions requiring the
use of log-in and password information; is aware of company
guidelines surrounding internet usage and complies with those
- E-mailing - Composes professional
e-mails to communicate business-related information to coworkers,
colleagues, and customers; understands the company e-mail system and
its basic functions (e.g., replying to/forwarding messages, using
electronic address books, attaching files); ensures that key
stakeholders are kept informed of communications by copying (i.e.,
"CCing") them on important e-mails when appropriate.
- Spreadsheets - Uses spreadsheet
software to enter, manipulate, edit and format text and numerical
data; effectively creates and saves worksheets, charts, and graphs
that are well organized, attractive, and useful.
- Situational awareness - Understands the
organization's mission and functions; recognizes one's role in the
functioning of the company and understands the potential impact
one's own performance can have on the success of the organization; grasps
the potential impact of the company's well-being on employees.
- Business ethics - Demonstrates respect
for coworkers, colleagues, and customers; acts in the best interest
of the company, the community, and the environment; complies with
applicable laws and rules governing work and reports loss, waste, or
theft or company property to appropriate personnel.
- Market knowledge - Understands market
trends in the industry and the company's position in the market;
knows who the company's primary competitors are, and stays current
on organizational strategies to maintain competitiveness.