Annexures Annexure 1: Core Competencies Sample: Core Competencies Indicators of Indicators of Satisfactory Indicators of Ineffective and Definition Effective Behaviour Behaviour Behaviour Puts agency’s Help and support others to Help direct team success ahead of solve customer problems members but do not department or and accomplishes agency’s cooperate with other business unit goals. teams or departments. success. 1. Teamwork: Put team's success Willingly accept Work only to serve ahead of personal accountability for team and meet success. success. personal goals Help to keep team Give credit and recognition Criticize or disregard other performance and to others who have team members' opinions, morale high even contributed to the team. strengths or during periods of contributions. intense pressure or heavy workload. Work to resolve Communicate openly and Blame others for mistakes conflict among team respectfully when and/or setbacks that members by addressing problems with negatively affect team showing respect for other team members. results. others' opinions and working toward mutually agreeable solutions. Coach less Share information and Do not share information experienced team expertise with others to or expertise with others members and help them achieve team when needed. motivate others to goals. achieve common goals. 2. Service Maintain helpful and Treat all customers with Respond to customers Delivery/orientation courteous manner, dignity, respect and a defensively or in an even when faced welcoming attitude. unfriendly or uncaring with hostility from way. customers and/or other stressful conditions. Regularly update Work to gain a clear Fail to consider effect of understanding of understanding of the personal actions on customers' needs problems and situations customers and quickly adapt faced by customers. solutions, as needed, to changing
Annexures Annexure 1: Core Competencies Sample: Core Competencies and Definition Indicators of Effective Behaviour Indicators of Satisfactory Behaviour Indicators of Ineffective Behaviour 1. Teamwork: Puts agency’s success ahead of department or business unit success. Help and support others to solve customer problems and accomplishes agency’s goals. Help direct team members but do not cooperate with other teams or departments. Put team's success ahead of personal success. Willingly accept accountability for team success. Work only to serve and meet personal goals Help to keep team performance and morale high even during periods of intense pressure or heavy workload. Give credit and recognition to others who have contributed to the team. Criticize or disregard other team members' opinions, strengths or contributions. Work to resolve conflict among team members by showing respect for others' opinions and working toward mutually agreeable solutions. Communicate openly and respectfully when addressing problems with other team members. Blame others for mistakes and/or setbacks that negatively affect team results. Coach less experienced team members and motivate others to achieve common goals. Share information and expertise with others to help them achieve team goals. Do not share information or expertise with others when needed. 2. Service Delivery/orientation Maintain helpful and courteous manner, even when faced with hostility from customers and/or other stressful conditions. Treat all customers with dignity, respect and a welcoming attitude. Respond to customers defensively or in an unfriendly or uncaring way. Regularly update understanding of customers' needs and quickly adapt solutions, as needed, to changing Work to gain a clear understanding of the problems and situations faced by customers. Fail to consider effect of personal actions on customers
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