(5) Types of competency-27

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IIPM:

IIPM Types of Competencies

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Competency description & performance standards must be tailored to the needs of the job. Position-specific competencies are best determined through a job analysis process. Supervisors to contact HR office to receive specific direction around competency identification

Competency Types:

Competency Types 1. Accountability: Accepts personal responsibility for the quality and timeliness of work and meeting expectations. Links mission / vision / values to everyday work. a. Productivity : Meets productivity standards, deadlines and work schedules. b. Goal measurement : Understands, measures, and communicates goals accurately.

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c. Focus : Stays focused on tasks in spite of distractions and interruptions. d. Time efficiency : Makes the best use of available time and resources. e. Balance quality & deadlines : Appropriately balance quality of work with ability to meet deadlines.

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f. Bottom line : Clearly sees the “bottom line” of customer expectations and ensures that work products meet that bottom line. g. Acknowledges & corrects mistakes : Does not make excuses for errors or problems; acknowledge and correct mistakes. h. Assumes responsibility : Does not attempt to diffuse blame for not meeting expectations; face the problems with people quickly and directly.

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2. Adaptability and flexibility: a. Adapts easily to : changing business needs, conditions, and work responsibilities. b. Adapts approach, goals, and methods to achieve successful solutions and results in dynamic situations.

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3. Customer focus : a. Builds and maintains internal and external customer satisfaction with the products and services offered by the organization. b. Consistently goes beyond basic service expectations to help customers implement complete solutions.

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4. Judgment: a. Display balanced thinking that combines; * analysis, * wisdom, * experience and * perspective. b. Produces decisions that withstand “the test of time.” c. Learns from past similarities : Notice similarities between current and past situations, and from that identify a course of action.

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d. Considers decision impacts : Consider the impact of decisions on co-workers and other organizational units. e. Involves stakeholders : Involve stakeholders as appropriate in decision making that impacts them.

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5. Makes analysis-based decisions: a. Recognizes and carefully weigh pros and cons of a prospective action. b. Makes the best decision ; based on pros/cons, c. Identifies options and selects a course of action to address issues.

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6. Relationship building and influence : a. Builds constructive working relationships characterized by a high level of; * acceptance, * cooperation and * mutual regard.

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7. Results orientation and initiative: a. Focuses on results and desired outcomes and how best to achieve them. b. Identifies what needs to be done and takes appropriate action before being asked. c. Acts as if he / she believes that his / her actions make a real difference in meeting the needs of clients, customers, and fellow employees. d. Gets the job done.

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8. Stress Tolerance: a. Effectively handles highly stressful or adverse situations, and makes good decisions, b. Works calmly and accurately, and helps to calm others. c. Diffuse turbulent situations : * Handle turbulent situations with grace & ease; * Effectively defuse violent people or situations.

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d. Lead and direct in crisis situations : * Lead others into a calmer state * remove others from volatile environment. * Expertly intervene and provide direction in crisis situations. e. Remain calm & rational: * Remain calm while handling volatile, threatening, or other emergency situations. * Decisions and actions are objective and rational.

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f. Vigilant through slow periods: Remain vigilant and ready to respond to potential emergency events even through periods of low activity. g. Work under difficult conditions: Maintain order in stressful situations; work effectively under difficult conditions. h. Life-threatening situations: Recognize and respond appropriately to life-threatening situations.

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9. Team Work: a. Actively take steps to build and / or support a cohesive and result-oriented team. b. Encourage and support emotional, personal, and professional growth of fellow co-workers. c. Participate in collaborative thinking

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d. Create a positive atmosphere for feedback and constructive criticism that increases interpersonal relationships, the quality of work, and productivity. e. Generate a stimulating intellectual work environment as the vehicle to inspire intellectual depth and breadth, to encourage lifelong learning, and to enhance the opportunities of staff and students.

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10. Trust and integrity: a. Earns the trust , respect, and confidence of coworkers and customers through consistent honesty, forthrightness and professionalism in all interactions.

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11. Verbal Communication: a. Effectively express ideas and information through the spoken word using language that is appropriate to both the complexity of the topic and the knowledge and understanding of the audience. b. Clear audience communication: * Speak in clear voice at a volume & pace appropriate to the situation. * Recognize when to pause to allow the listener time to assimilate information and ask questions.

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c. Paraphrase: * Actively listen to other people taking part in conversation. * Able to accurately summarize what others have said. d. Non-verbal communication: * Appropriately utilize body language, facial expressions, and vocal inflection and tone to help convey ideas and information.

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e. Rules of language, verbal : * Consistently follow accepted rules of language regarding grammar, word usage, and sentence structure. f. Clear presentation : * Explain or present information in a clear, concise, logical manner that achieves understanding of the intended message.

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g. Read audience : * Interact with and read the audience, recognize problems, and adjust the language, tone, pace, volume, etc. as necessary to ensure audience understanding. h. Key information : * Ensure that all pertinent information is included in the spoken message; emphasize the most important points, resulting in quick understanding of the material’s essence.

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i. Persuasion techniques : * Speak in a way that captures and holds the attention of the listener. * Choose language intended to persuade or influence the listener’s opinions. j. Present complex information, verbal : * Effectively translate complex or technical concepts into messages laypersons can readily understand and grasp. -----------------------------------------------------

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