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Provides Thought Leadership - Consistently adds real value, providing innovative ideas, leading to improvement initiatives and best in class service and efficiency for the
customer.
Treats success derived from implementing best practices as a Acquires best practice knowledge from internal sources. Networks with others inside and outside the company
secret to be kept versus a tip to be shared. to identify new trends and best practices.
Discusses differences and looks for common ground.
Hoards knowledge and information as a way to gather more Encourages discussions of difficult or controversial
power or influence. Shows team members how their efforts contribute to the strategies topics.
of the organization.
Expresses disagreement and differences of opinion in a harsh Engages in ‘what if’ thinking to consider future
manner. Understands Convergys' position in our industry, knows the factors implications and weighs the benefits and risks
that contribute to our success. associated with actions.
Focuses too much on the day-to-day work which obstructs the
identification of longer term issues or needs. Develops a clear picture of improvements needed and sets specific Anticipates changes in industry, creates strategies to
goals and plans to achieve that vision. deal effectively with those changes.
Offers solutions, rather then posing questions that help staff Evaluates information with global and long term
members learn, when presented with problems. perspectives.
Achieves Extraordinary Results - Consistently delivers results that directly impact business success
Drives Change - Anticipates and champions opportunities for change that positively influence the direction of the organization; never complacent with current success.
Builds and Leverages External Relationships - Leverages relationships with internal/external customers to drive business growth, focused on meeting the customer's objectives.
Treats success derived from implementing best practices as Acquires best practice knowledge from internal sources. Networks with others inside and outside the company to
a secret to be kept versus a tip to be shared identify new trends and best practices.
Discusses differences and looks for common ground.
Hoards knowledge and information as a way to gather more Questions established practices or procedures in the interest
power or influence. Articulates how the industry is changing and understands of improving them.
what factors are currently impacting it.
Expresses frustration with people who express contrary Incorporates the client's business challenges, opportunities,
views. Encourages continuous improvement initiatives. and strategies into collaborative discussions of solutions.
Develops new approaches to improve or replace existing
Shows indifference towards planning against goals and procedures or systems. Evaluates information with global and long term
working the plan. perspectives.
Achieves Extraordinary Results - Consistently delivers results that directly impact business success
Drives Change - Proactively identifies change/improvements that will add value and helps employees understand what they need to do differently as a result of changes.
Builds and Leverages External Relationships - Leverages relationships with internal/external customers to drive business growth, focused on meeting the customer's
objectives
Unskilled Developing Proficient Highly Skilled Role Model
Demonstrates insensitivity to client issues by not Participates aggressively in developing relationships with Builds customer confidence by communicating and
considering market and time pressures imposed by our clients/customers. demonstrating regular progress against deliverables.
clients. Networks with others inside and outside the company to
Demonstrates the ability to out think our competition by taking identify new trends and best practices.
Surprised by marketplace changes due to lack of network into account our industry knowledge and experience.
contacts and information. Incorporates the client's business challenges, opportunities
Establishes internal and external relationships to promote and strategies into collaborative discussions of solutions.
Jumps to consideration of solutions without understanding sharing of resources and best practices.
the client's view of their needs and challenges. Demonstrates the ability to apply concepts and solutions
Leverages emerging opportunities present in the marketplace from other businesses inside and outside Convergys to meet
Shows a limited view of global markets which narrows and the industry. the client's challenge.
thinking and eliminates any opportunity to serve new clients
in other countries. Gathers information from multiple sources (external and Creates value for customers by anticipating their needs,
internal). partnering with them, exceeding expectations in services
Works alone at times when working with others would build and products for them.
stronger relationships and produce better results.
Collaborates to Achieve Company Goals - Works cooperatively, listens to learn others' perspectives, and puts company goals ahead of individual goals.
Treats success derived from implementing best practices as Routes articles regarding technical, professional and industry Networks with others inside and outside the company to
a secret to be kept versus a tip to be shared. knowledge to others. identify new trends and best practices.
Hoards knowledge and information as a way to gather more Discusses differences and looks for common ground. Initiates and champions innovation and process
power or influence. improvement when needed.
Demonstrates the ability to see beyond the obvious and think
Expresses frustration with people who express contrary outside of defined norms. Evaluates project’s strategy and goals against industry
views. trends based upon knowledge from own role.
Uses continuous improvement and quality tools when
Shows indifference towards planning against goals and creating or documenting processes.
working the plan.
Accesses internal and external resources that
Displays a limited perspective of the Convergys mission, provide information on industry and market
goals, strategies, strengths and weaknesses within the trends.
scope of their supervisory responsibilities.
Achieves Extraordinary Results - Consistently delivers results that directly impact business success.
Drives Change - Proactively identifies change/improvements that will add value and helps employees understand what they will need to do differently as a result of changes.
Unable to sound convincing or persuasive when challenged Gives priority to activities where others achievements are Acknowledges courageous employees who have
to defend rationale for decisions. praised and highlighted. demonstrated high ethical standards or beliefs through their
behavior.
Tends to hire, promote and surround themselves with Practices “management by walking around” to ask employees
people who only share their background and experience. for both negative and positive comments. Cultivates a broad network of relationships to exchange
ideas and rally support.
Uses clichés and words with vague meanings rather than Demonstrates and models the performance standards
more precise words. expected from others. Expresses appreciation and respect for others when they
share contrary opinions or sensitive feelings.
Seeks to win by intimidating others rather than seeking Engages in effective, concise two-way personal
cooperative solutions to issues. communication. Fosters an environment of trust and respect for the
individual.
Builds and Leverages External Relationships - Leverages relationships with internal/external customers to attain business goals, focused on meeting the customer's
objectives.
Gets caught off guard by marketplace changes due to the Cultivates a broad network of relationships to exchange ideas Networks with others inside and outside the company to
lack of network contacts and information. and rally support. identify new trends and best practices.
Relies upon limited or select sources of information. Builds constituencies and consensus. Utilizes effective negotiation skills (win/win).
Fails to enlist the assistance of key organizations. Takes advantage of available internal resources to maximize Cultivates mutually beneficial relationships throughout the
operational performance. organization in the interest of achieving results.
Works alone at times when working with others would build
stronger relationships and produce better results. Gathers information from multiple sources (external and Uses strong interpersonal and communication skills to
internal). develop relationships in organization.
Collaborates to Achieve Company Goals - Works cooperatively, listens to learn others' perspectives, and puts company goals ahead of individual goals.
Hoards knowledge and information as a way to gather more Discusses differences and looks for common ground. Initiates and champions innovation and process
power or influence. improvement when needed.
Demonstrates the ability to see beyond the obvious and think
Is quick to criticize and question others who present outside of defined norms Evaluates own performance, products, services, and
opposing opinions. processes against quality standards.
Uses continuous improvement processes effectively.
Shows indifference towards planning against goals and Participates in cross-functional teams to gain cross-
working the plan. Accesses internal and external resources that fertilization and diverse disciplines' viewpoints.
provide information on industry and market
Displays a limited perspective of the Convergys mission, trends. Communicates innovative approaches and ideas that create
goals, strategies, strengths and weaknesses within which operational efficiencies.
their responsibilities lie.
Achieves Extraordinary Results - Consistently delivers results that directly impact business success.
Reacts to changes in the business instead of proactively Initiates and/or proposes solutions proactively.
planning for them.
Leadership Presence - Influential and confident without being arrogant, and skilled at communicating at all levels
Collaborates to Achieve Company Goals - Works cooperatively, listens to learn others' perspectives, and puts company goals ahead of individual goals.