| Corporate Commitment |
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Building Organizational Commitment |
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Aligns oneself and encourages others to align with company decisions and objectives |
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Defends the organization and its leaders against actions that undermine the company vision and mission |
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Develops and implements programs to create unity and build commitment |
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Ensures that company policy, practices, and procedures are followed |
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Expresses support for the organization’s welfare |
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Identifies and corrects problems affecting employee loyalty and commitment |
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Sets personal goals and objectives to help the organization achieve its objectives |
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Takes responsibility for building loyalty and commitment throughout the organization |
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Entrepreneurial Orientation |
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Accurately analyzes and evaluates the pros, cons, and business risks associated with new business initiatives |
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Communicates business opportunities to those who can effectively develop them |
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Develops processes that facilitate an entrepreneurial focus in the organization |
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Knowledgeable about how organizations work |
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Promptly acts on business opportunities to maximize profitability |
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Proposes innovative business initiatives to senior management, potential customers, suppliers, and business partners |
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Regularly looks for new opportunities |
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Takes significant calculated risks to achieve business goals |
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Understands key policies, practices, and procedures |
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Understands the organizational culture |
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Uses market, product, and industry knowledge to identify new business opportunities |
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Hiring and Staffing |
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Decides on the best approach for recruiting and attracting prospective candidates |
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Establishes job requirements or competencies for individual jobs or job families based on legally defensible procedures |
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Establishes selection systems that consistently result in superior performers being hired |
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Evaluates candidates based on the criteria that determine job performance |
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Hires variety and diversity without regard to class |
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Links business strategy and projected financial performance to hiring forecasts and selection systems |
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Makes hiring decisions based on qualifications, fit, and competency as opposed to who is “liked” |
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Structures the interview process to assess candidates well |
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Uses a variety of assessment tools and tests to assess candidate's capability and competence |
| Customer Focus |
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Customer Focus |
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Considers both short and long-term interests of the customer in making service decisions |
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Creates strategies to help the organization serve customers more effectively |
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Elicits feedback from customers to monitor their satisfaction |
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Establishes and maintains effective relationships with customers and gains their trust and respect. |
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Proactively identifies customer needs |
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Responds to customer requests in a timely manner |
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Strives to meet customers expectations |
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Takes business or personal risks to serve customers’ long-term interests |
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Takes responsibility to resolve customer complaints |
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Treats customers courteously |
| Goal Attainment |
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Achieving Results |
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Addresses performance problems promptly |
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Establishes plans that break complex projects into their component parts, each with its own timeline |
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Pays attention to the quality and quantity of performance |
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Seeks and gives performance feedback to others |
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Sets challenging goals and demonstrates a strong sense of urgency and persistence about accomplishing them |
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Sets clear, well-defined desired outcomes for work activity and tracks progress |
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Strives to achieve goals |
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Tracks progress against goals |
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Organizing |
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Arranges information effectively |
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Multi-tasks towards project completion |
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Uses resources efficiently and effectively |
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Planning |
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Anticipates and adjusts for difficulties |
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Assesses performance against goals |
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Determines the length and difficulty of tasks and projects |
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Establishes goals and objectives |
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Establishes schedules |
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Measures results |
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Organizes work into processes |
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Priority Setting |
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Eliminates obstacles |
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Focuses energy on critical tasks |
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Generates focus |
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Identifies primary goals over minor objectives |
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Identifies usefulness of tasks to completing a goal |
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Time Management |
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Completes objectives quickly |
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Focuses energy on critical tasks |
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Multi-tasks effectively |
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Respects time |
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Utilizes time effectively |
| Intellect |
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Analytical Thinking |
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Analyze costs, benefits, risks, and chances for success of decisions |
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Break down concepts, issues, and problems into their component parts |
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Compare data from a variety of sources |
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Notice discrepancies and inconsistencies in information and materials |
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Creativity and Innovation |
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Brainstorms to identify multiple solutions to problems |
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Creates new and effective processes and systems to foster new ideas and methods |
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Draws from a variety of resources and perspectives to come up with new ideas and approaches |
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Encourages others to innovate |
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Identifies opportunities for innovation |
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Proactively seeks to test, validate, modify, and improve new ideas or methods to make them as effective as possible |
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Shares new ideas with decision-makers |
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Supports and implements new methods and processes |
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Decision Making |
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Bases decisions on an analysis of short-range consequences or simple options, including people’s reactions and potential problems |
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Focuses on objectives and results when considering the various alternatives to a decision |
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Foresees the long-range consequences or implications of different options |
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Gathers sufficient information to identify gaps and variances before making a decision |
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Makes decisions at the right time when there is ambiguity or considerable personal or organizational risk |
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Makes decisions in a timely manner when the options are clear and there is little pressure or risk. |
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Solicits the input of the appropriate people to improve the quality and timing of a decision |
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Takes charge of a group when it is necessary to facilitate either an action or a decision |
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Establishing Focus |
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Creates personal job goals based on the business objectives |
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Ensures that all unit members understand and identify with the unit’s goals and their relation to the business |
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Ensures that job goals are fully aligned with the business goals |
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Ensures that resources, time, and attention are allocated in proportion to business priorities |
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Helps focus others’ time and resources on the most important work priorities |
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Helps others understand how their work relates to the business goals |
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Identifies goals that are not aligned with the business and takes steps to shift the focus |
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Takes responsibility for developing, communicating, and gaining alignment on broad organizational goals |
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Perspective |
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Thinks globally |
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Views challenges comprehensively |
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Problem Solving |
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Identify and evaluate many possible causes for a problem |
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Proactively identify the root causes of problems |
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Use logical, systematic approaches to solve problems |
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Strategic Thinking / Business Acumen |
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Develops a strategic plan based on the vision and mission |
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Modifies business plans based on changing business conditions |
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Translates strategy into business plans and tactics |
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Understands industry and market trends |
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Understands the competition |
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Understands the organization’s strengths and weaknesses |
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Understands the success factors critical to the organization’s long-term profitability and competitiveness |
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Uses knowledge of industry and market trends to develop and champion long-term strategies |
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Uses understanding of business conditions to determine a strategic direction |
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Technical Expertise |
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Acquires and applies new skills as necessary to keep current in field |
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Acts as a technical resource and transfers the most current knowledge and skills to others |
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Applies knowledge of basic techniques and concepts |
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Exercises excellent judgment in all aspects of the execution of job duties |
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Keeps informed about the technical field |
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Modifies and creates new methods and techniques in response to changing technology |
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Tracks new advances and cutting-edge developments in the technical field |
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Uses good judgment to handle basic issues and problems |
| Leadership |
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Building Teamwork |
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Assists group members in understanding roles and responsibilities |
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Assists the group in effectively using individuals’ talents and contributions |
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Champions the team within the organization |
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Encourages others to work as a team |
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Establishes direction for projects and assignments for team members |
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Helps remove organizational barriers and identifies resources to assist the team |
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Provides guidance when the team is off track |
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Provides input without taking over |
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Caring About Direct Reports |
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Attentive to direct reports' lives |
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Is accessible for discussions on personal and work related problems |
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Is sensitve to direct reports' plans, problems, desires, concerns and questions |
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Is straightforward in conversation with direct reports |
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Monitors workloads and shows appreciation for extra effort |
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Treats direct reports equitably |
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Change Management |
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Accurately assesses the potential barriers and resources for change initiatives |
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Develops a change strategy that includes milestones and timelines |
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Enrolls others in the change process |
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Envisions and articulates the intended result of the change process |
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Identifies and enlists allies who support the change process |
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Provides direction and focus during the change process |
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Provides resources, removes barriers, and acts as an advocate for those initiating change |
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Understands and supports the need for change |
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Developing Others |
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Assists others in acquiring the skills needed for their job |
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Helps others examine the barriers to their growth and development |
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Helps others identify resources for achieving their development goals |
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Helps others set goals and create development plans |
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Looks for and creates situations that foster others’ development |
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Provides current, direct, complete, and "actionable" positive and corrective feedback to others |
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Sets up systems to monitor others’ growth and development |
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Takes responsibility for creating a culture that fosters development |
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Empowering Others |
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Allows others to make mistakes and take risks to learn and grow |
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Delegates responsibility to others based on their ability and potential |
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Encourages others to make their own decisions |
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Encourages others to take responsibility for tasks and projects |
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Gives others the freedom to have control of their tasks and duties |
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Provides guidance and support for others as they take on new challenges |
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Provides others with opportunities that challenge them and develop their capabilities |
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Managerial Courage |
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Communicates assertively |
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Confronts adversity and is energized by challenges |
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Deals effectively with difficult people or situations |
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Holds unpopular position as appropriate |
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Informs colleagues of their standing |
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Leads in a crisis |
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Makes tough decisions |
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Managing Performance |
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Addresses performance problems promptly |
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Adjusts work activity and desired outcomes based on changes in business strategy |
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Closely monitors the quality and quantity of performance |
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Develops clear, detailed plans that break complex projects into their components parts, each with its own timeline |
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Establishes means of measuring performance and objectives |
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Gives performance feedback to others |
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Seeks performance feedback from others |
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Tracks progress on clear, well-defined desired outcomes for work activity |
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Motivating Others |
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Acknowledges achievements and contributions of others |
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Communicates a vision of excellence for others that motivates them to improve |
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Encourages others to do their best |
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Helps others identify their wants and needs |
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Helps others see the personal benefits of doing their job well |
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Looks for and uses new, creative ways to motivate others |
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Promptly recognizes and tackles morale problems |
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Uses a variety of approaches to energize and inspire others |
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Visionary Leadership |
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Develops an inspiring personal, group, or business vision |
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Develops corporate values, principles, and competencies that support the mission and vision |
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Ensures that the organization’s strategic plan and business practices are consistent with its vision and mission |
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Explains the vision and mission to others within and outside of the company |
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Helps others translate the vision and mission into day-to-day activities and behaviors |
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Identifies and addresses barriers to achieving the vision |
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Models behaviors that support the company vision |
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Recognizes the efforts of others who demonstrate support of the vision and mission |
| Operational issues |
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Concern for Quality |
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Carefully prepares materials, approaches, and resources |
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Checks accuracy of own work |
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Creates standards of quality for the organization |
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Does not accept anything but the highest quality work |
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Encourages people to maintain high standards of quality and thoroughness |
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Follow procedures to ensure quality output |
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Monitors accuracy and quality of others’ work and takes action to correct mistakes |
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Uses a system to organize and track quality |
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Managing Profitability |
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Analyzes financial reports to determine profitability |
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Designs systems and procedures that focus others on the need for profitability |
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Develops accounting systems and processes to record and track revenue, expenses, and cash flow |
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Makes daily decisions and adjusts activity to enhance profitability |
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Recommends changes in product, service, or distribution in order to increase profitability |
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Takes calculated business risks to build profitability |
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Uses financial indicators, market trends, and the company’s historical data to forecast revenue, expenses, and cash flow |
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Uses generally accepted accounting procedures or prescribed processes to report and monitor revenue, expenses, and cash flow |
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Process Management |
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Breaks complex processes into more simple tasks and functions |
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Commits to common systems for designing and measuring work processes |
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Creates an effective work flow that effectively coordinates and integrates tasks and functions |
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Dedicated to continuous improvement |
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Establishes the processes necessary to achieve the desired results |
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Identifies and addresses process problems promptly |
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Identifies and takes advantage of opportunities to accomplish multiple objectives and obtain synergies through process development and management |
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Is willing to re-engineer processes from scratch |
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Measures the right things to evaluate how fast and how well resources are utilized and results accomplished |
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Optimally organizes people and activities to accomplish results |
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Seeks to reduce variances in organization processes |
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Sets clear, well-defined desired outcomes for work activity |
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Production Efficiency |
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Asks for help as necessary |
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Assigns and utilizes resources effectively |
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Breaks down projects into component tasks |
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Gives accurate and effective instructions to maximize productivity |
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Identifies and uses appropriate resources |
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Plans, prioritizes, and organizes tasks |
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Schedules time appropriately to accomplish objectives |
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Stays focused and avoids distractions |
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Remote Administration |
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Designs processes which allow managing from a distance |
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Impacts people and results from a distance |
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Manages through hands-off methods |
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Orchestrates objectives through direct reports remotely |
| Personal Interaction |
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Approachability |
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Is warm, pleasant, and gracious |
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Listens well |
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Puts others at ease |
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Understanding of interpersonal anxieties of others |
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Boss Relationships |
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Is relaxed around senior management |
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Learns from respectable bosses |
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Operates successfully with bosses through appropriate communication and responding to their needs |
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Presents effortlessly to senior managers |
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Receives challenges well |
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Relates and responds well to bosses |
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Understands senior managers' motivation |
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Welcomes coaching |
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Conflict Management |
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Assesses situations quickly |
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Creates opportunity out of conflict |
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Diffuses high-tension situations easily |
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Finds common ground and minimizes disruption |
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Listens well |
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Resolves disputes equitably |
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General Communication |
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Clarify the meaning and intent of others' communication when it is unclear |
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Creatively identify and utilize effective communication channels and methods |
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Tailor communication to the level and experience of the audience |
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Use analogies, visuals, and other techniques to effectively communicate complex ideas |
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Humor |
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Exhibits a positive and constructive sense of humor |
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Laugh at him/herself and with others |
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Uses humor to ease tension appropriately |
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Influencing Others |
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Anticipates reactions and objections and plans how to overcome them |
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Builds alliances and enlists third party support and outside resources |
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Demonstrates how one’s position benefits the audience |
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Develops and presents persuasive arguments to address the concerns, wants, and needs of others |
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Elicits and responds to objections |
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Identifies key decision-makers and the people that influence them |
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Presents one’s point of view in a way that enlists others’ support |
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Uses new information or approaches to overcome major resistance or objections |
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Informing |
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Encourages responsibility through purposeful communication |
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Ensure that regular communication occurs based on the needs of the project or the individual |
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Is timely with information |
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Provides all facts for accurate decision making |
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Provides pertinent information to accomplish goals |
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Interpersonal Awareness |
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Approaches colleagues about sensitive issues in non-threatening ways |
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Asks questions to clarify others’ concerns and feelings |
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Empathizes with the emotions of others |
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Is available and helpful with colleagues' work and non-work problems |
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Listens attentively to peoples’ ideas and concerns |
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Plans and prepares by anticipating others’ reactions |
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Responds to others’ unspoken concerns and feelings |
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Responds to others’ verbalized concerns and feelings |
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Uses non-verbal cues and body language to identify and interpret others’ concerns and feelings |
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Listening Skills |
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Listens actively |
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Listens to ideas patiently |
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Paraphrases dissenting opinions accurately |
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Utilizes strong listening skills to formulate direct, responsive answers to questions |
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Negotiating |
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Balances diplomacy with asertiveness |
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Negotiates effectively in tough situations |
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Quickly gains trust of other party |
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Settles differences with minimum disruption |
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Wins concessions without damaging relationships |
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Presentation Skills |
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Adapts approach when necessary |
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Commands attention |
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Presents effectively in varied settings |
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Relationship Building |
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Addresses disagreements, conflicts, or upsets in ways that build relationships |
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Builds relationships by sharing personal experiences and perspectives |
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Compliments and affirms others |
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Creates opportunities and events that help people build relationships with each other |
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Develops rapport with a variety of people |
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Initiates and participates in casual conversation |
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Seeks opportunities for contact that builds relationships |
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Uses diplomacy and tact |
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Teamwork |
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Affirms others for being good team members |
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Builds a spirit of unity within the team |
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Builds cooperation between departments and work groups |
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Cooperates with other team members |
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Fulfils commitments to other team members |
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Provides others with feedback to help them be better team members |
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Recognizes the efforts of other team members |
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Shares ideas, responsibility and ownership |
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Understands and utilizes group process techniques to maximize participation and effective group functioning |
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Understanding Others |
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Articulates the strengths and weaknesses of others |
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Judges talent accurately |
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Motivates group with knowledge of discerned values |
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Predicts groups reactions to varied situations |
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Verbal Communication |
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Organize and express ideas clearly orally |
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Written Communication |
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Organize and express ideas clearly in writing |
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Uses proper grammar and punctuation in documentation |
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Writes persuasively |
| Self-Focus |
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Composure |
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Calming influence during a crisis |
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Cope with stress |
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Handles pressure well |
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Holds things together during tough times |
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Maintains balance through unexpected circumstances |
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Continuous Development (Career Ambition) |
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Consistently seeks out business opportunities that will create growth and development |
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Identifies personal skill areas to be developed |
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Invests time and resources to learn, grow, and develop |
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Looks for opportunities to learn from mistakes |
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Looks for ways to improve performance and efficiency on the job |
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Markets self for opportunities |
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Provides others with tools and approaches to solve problems and improve processes |
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Regularly analyzes systems, processes, and performance trends to identify opportunities for improvement |
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Seeks feedback from others |
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Uses a variety of resources to generate potential ideas for improvement |
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Works toward identified career goals |
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Flexibility |
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Is open to new ideas, perspectives, structures, strategies, or positions |
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Is willing to reconsider even the most strongly held ideas |
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Maintains work efficiency and responds positively to a changing environment |
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Operates well in situations when the consequences of decisions and actions are unclear |
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Promptly switches strategies or tactics if the current ones are not working |
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Responds immediately to changing situations by coming up with creative ideas and actions |
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Supports new ideas, systems, and procedures |
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Takes steps to understand reasons for change in environment or tasks |
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Initiative |
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Freshly identifies what needs to be done in the face of obstacles and takes action until they are overcome |
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Identifies what needs to be done and takes action |
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Initiates individual or group projects and takes complete responsibility for their success |
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Persists in the face of difficulties |
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Seizes opportunities and takes action to take advantage of them |
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Takes action without being asked or required to do so |
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Takes responsibility to originate all steps of a project when the outcomes and circumstances are not well-defined |
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Volunteers for tasks |
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Personal Disclosure |
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Admits mistakes |
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Discloses thoughts about own strengths, weaknesses and limitations |
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Is open about personal beliefs and feelings |
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Responsibility |
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Admits mistakes in spite of the potential for negative consequences |
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Admits mistakes when in low risk situations |
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Challenges others who are not acting with integrity or telling the truth |
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Consistently tells the truth |
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Follows through on commitments and agreements |
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Maintains confidentiality regardless of pressure from others |
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Respects confidentiality |
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Takes stands based on principles and values despite personal or professional risk |
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Work/Life Balance |
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Balances work and personal life |
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Is multi-faceted |
| Values |
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Managing Diversity |
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Deals effectively with all races, nationalities, cultures, disabilities, ages and both sexes |
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Manages diverse groups of people equitably |
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Political Savvy |
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Acknowledges corporate politics and acts accordingly |
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Maneuvers through complex political situations effectively |
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Purpose, Principles, & Values |
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Acts in alignment with personal principles and values even when under pressure to do otherwise |
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Day-to-day actions are aligned with purpose, principles, and values |
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Encourages others to base their decisions and actions on the organization’s purpose, principles, and values |
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Finds commonality between personal and organizational purpose and values |
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Helps diverse groups to identify common higher purposes, principles, and values |
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Inspires others to live according to individual purpose, principles, and values |
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Shares the reasons behind actions and decisions with others |
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Uses purpose, principles, and values to explain the personal motivation behind decisions to others |
