Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
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Identifies and documents specific problems and resolution alternatives.
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Examines a specific problem and understands the perspective of each involved stakeholder.
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Develops alternative techniques for assessing accuracy and relevance of information.
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Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
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Uses fact-finding techniques and diagnostic tools to identify problems.
Performance Management: Knowledge of successful performance management techniques; ability to apply organization’s performance management system, practices, and tools to developing and improving individual, team, and organizational performance.
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Identifies opportunities to enhance performance, e.g., practice assignments, training, shadowing.
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Ensures performance goals, checkpoints, and feedback focus on behaviors.
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Provides documented input to formal performance review conducted by manager.
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Observes individual performance and provides fair and objective feedback.
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Uses formal and informal rewards and recognition programs for employees.
Analytical Thinking: Knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.
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Approaches a situation or problem by defining the problem or issue and determining its significance.
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Makes a systematic comparison of two or more alternative solutions.
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Uses flow charts, Pareto charts, fish diagrams, etc. to disclose meaningful data patterns.
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Identifies the major forces, events, and people impacting and impacted by the situation at hand.
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Uses logic and intuition to make inferences about the meaning of the data and arrive at conclusions.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
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Applies an assigned technique for critical thinking in a decision-making process.
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Identifies, obtains, and organizes relevant data and ideas.
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Participates in documenting data, ideas, players, stakeholders, and processes.
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Recognizes, clarifies, and prioritizes concerns.
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Assists in assessing risks, benefits and consideration of alternatives.
Planning and Organizing: Knowledge of the process of planning and arranging tasks and resources; ability to plan and organize both time and resources to get things completed while structuring and maintaining work in a systematic and highly methodical way.
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Raises awareness of potential bottlenecks and disruptions to the schedule.
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Breaks tasks into manageable steps that can be incorporated into a personal work plan.
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Escalates concerns over competing or conflicting priorities.
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Monitors progress continuously and adjusts tactics for handling situations on a case by case basis.
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Creates action plans that ensure the accomplishment of responsibilities.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
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Delivers helpful feedback that focuses on behaviors without offending the recipient.
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Listens to feedback without defensiveness and uses it for own communication effectiveness.
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Makes oral presentations and writes reports needed for own work.
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Avoids technical jargon when inappropriate.
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Looks for and considers non-verbal cues from individuals and groups.
Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
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Accurately gauges the impact and cost of errors, omissions, and oversights.
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Utilizes specific approaches and tools for checking and cross-checking outputs.
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Processes limited amounts of detailed information with good accuracy.
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Learns from mistakes and applies lessons learned.
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Develops and uses checklists to ensure that information goes out error-free.