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Competency Dictionary
A User’s Guide – Version 1.0, May 2006
Reliance Retail
Table of Contents
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Reliance Retail
User’s Guide
The Competency Index
The Competency Index
A Competency Model begins with the assumption that in every job there is
variability in performance among individuals. In addition, top performers produce
better results by relying on a fundamentally different approach to their work than
other individuals. By identifying these special behaviors, working styles, and
attitudes (or Competencies) and defining them in observable and measurable terms,
we are able to build a profile of what it takes to be a top performer for a specific job
within an organization.
• Character
• Working Styles
• Management
• Enterprise
• Customer
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User’s Guide
The Competencies
The Competencies
In a completed and customized competency model for a particular job, each competency
will also include:
• A highlighted Expected Stage of Development which targets a specific Stage
of Development where a top performer is expected to operate with regard to a
particular competency; and
• “In Action” Examples which illustrate different Stages of Development
tailored to a particular job.
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The Stages of Development
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User’s Guide
The Benchmarking Database
By establishing the Expected Stage of Performance for each competency, we can begin to
build a database rich in job and industry specific competency models that can assist us in
determining industry norms for key jobs. In the future, when creating a competency
model for a particular client, the Benchmarking Database will allow us to validate and
enhance findings against similar positions in best-in-class organizations, even when there
are gaps in data collected at the current client. We will ensure that the data included in the
database reflects those competencies found by research to predict top job performance in
similar roles.
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Cognition
Analysis
Considers Applies
Simplifies Sets Identifies Causal Logic in
Complexity Priorities Obstacles Relationships Novel
Situations
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Cognition
Innovation
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Cognition
Pattern Recognition
Leverages
Defines Recognizes Knowledge Sees the
Current Themes Integrates Big Picture
and
State Data
Experience
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Cognition
Strategic Thinking
Adapts to
Grasps Business Sustains a Anticipates
Business Strategies Long- Industry
Strategies Term Direction
Focus
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Reacts
Positively to Stays Grows
Up-To- Evaluates Professionally
Learning Self
Opportunities Date
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Character
Confidence & Decisiveness
Expresses
Own Ideas Handles Manages
Demonstrates
and Challenge Confrontation
Presence
Opinions
Supportive Challenging
Environment Level of Forcefulness Environment
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Character
Results Orientation
Takes
Works to Meet Sets Own Improves Pursues Calculated
Expectations Standards Performance Stretch Risks
Goals
Meeting
Establishing
Established Level of Risk New Goals
Goals
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Character
Ownership
Direct Indirect
Control Level of Accountability Control
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Character
Interpersonal Sensitivity
Interpersonal Sensitivity is the ability to read other people and to be
attentive to the thoughts, feelings, needs, and motives of others. It includes
treating people with care and respect regardless of position, status, or
background.
Perceives
Surface Establishes Understands Leverages
Behavior Rapport Hidden Insight
Feelings
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Character
Stress Tolerance &
Professionalism
Stress Tolerance & Professionalism is the recognition of the need to
manage one’s emotions or behaviors in order to have a positive benefit for the
company and to ensure productive performance.
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Character
Initiative
Takes
Immediate Takes Volunteers Stays One Anticipates
Action Persistent Efforts Step Future
Action Ahead Events
Working Styles
Data Gathering
Multiple
Single Source Depth of Inquiry Source
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Working Styles
Adaptability
Respects Models
Need for Adapts Modifies Adapts
Adaptability
Flexibility Quickly Approach Strategies
for Others
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Working Styles
Attention to Detail
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Working Styles
Teamwork
Teamwork is the ability to collaborate and work toward shared values and
common goals. It is demonstrated through an ability to create and sustain
positive working relationships with others.
• Handles
friction
effectively
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Reliance Retail
Working Styles
Persuasiveness
Persuasiveness is the ability to move others to a belief, position, or course of
action. It includes the ability to clearly define needs, propose options, and
explain benefits and outcomes. It implies a skill in establishing an understanding
of the wants and needs of people and organizations and in reaching “win-win”
agreement or an effective resolution of the situation at hand.
Management
Coaching & Mentoring
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Management
Directing Others
Directing Others is the ability to use one's position, authority and power to
provide clear directions and direct feedback, and to ensure that critical goals and
objectives are accomplished on time, within budget and according to quality
standards. It is demonstrated through setting clear expectations, holding others to
those expectations, and ensuring that the team effort remains on-track and that
the group effort is not diverted toward competing priorities and interests.
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Management
Conflict Resolution
Conflict Resolution is the ability to recognize, manage and resolve the issues
which emerge among individuals and groups with competing interests, needs and
agendas. It includes the ability to step up to conflicts, seeing them as
opportunities for improvement, negotiate agreements, and settle disputes
equitably.
Seeks
Encourages Solutions Reduces
Intervenes
Candor Through Future
Decisively
Compromise Conflict
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Management
Leadership
Establishes
Establishes Meets Leadership Conveys a
Team Needs of Fosters Team Strong
Commitment Credibility
Goals the Group Vision
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Management
Team Building
Team Building is the ability to effectively influence and direct the activities
of individuals and groups, by developing motivation, commitment and
teamwork, and providing focus on a business objective. It includes creating and
communicating a common vision, mobilizing team members and providing
support and guidance in the accomplishment of tasks and objectives.
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Enterprise
Networking
Networking is the ability to build and leverage networks of formal and
informal relationships to access to new business, influence decisions, or seek
advice or consult others to clarify problems or resolve issues. It includes the
cultivation of mutually beneficial relationships inside and outside of the
organization with customers and colleagues.
Routine Across
Diversity of People Included Boundaries 29
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Enterprise
Effective Communication
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Enterprise
Values Orientation
Values Orientation is the ability to align oneself with the needs, priorities
and goals of the broader organization. It involves exhibiting high professional
standards in the face of rapid and unpredictable organizational and industry
change and is demonstrated through objectivity, courage, and fairness, across all
situations.
Constructi
Models Acts on vely Helps to
Acts Fairly Integrity Values and Define
Challenges
Beliefs Others Values
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Reliance Retail
Enterprise
Political Savvy
Political Savvy is the ability to understand and utilize the formal and informal
decision-making structures within the organization. It includes understanding how
the organization works and the ability to build appropriate alliances to accomplish
goals.
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Enterprise
Planning & Organizing
Planning & Organizing is the ability to develop strategies and schedules for
meeting goals and anticipate obstacles to goal attainment. It includes thinking
ahead and identifying possible barriers or problems which will affect the
completion of work, monitoring progress of plans and making adjustments when
necessary.
Enterprise
Resource Stewardship
Recognizes Implements
Issues Ability to Adapt Alternatives
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Customer
Customer Focus
Customer Focus is the demonstration of passion for the customer and the
active attempt to go beyond what is required in order to meet or exceed customer
expectations. It includes an awareness of customer needs and how those issues
impact and are impacted by business decisions and processes.
Reactive Proactive
Service Commitment
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Customer
Customer Analysis
Impacts
Knows the Establishes Customer’ Acts as Advocates
Business Credibility s Thinking Trusted for the
Advisor Customer
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