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PERSONAL EFFECTIVENESS

Demonstrates the knowledge and understanding needed to do the job
Regularly reviews own performance against their objectives
Takes personal responsibility for making things happen
Makes the best use of available resources
Manages their time well

TEAM LEADERSHIP

Provides clear direction to others
Delegates well
Ensures that work is fairly allocated across the team
Supports others to achieve their objectives
Motivates people to do the best they can
Plays an active role in the delivery of team objectives
Develops productive working relationship with others
Monitors the progress of work
Ensures others produce high quality work
Effectively deals with misconduct or unsatisfactory performance
Motivates people to do the best they can
Provide regular constructive performance feedback to others

LOOKS BEYOND THEIR OPERATING WORLD

Knows their external operating environment
Understands the dynamics of the market place
Considers the needs of other areas of the organisation
Establishes effective networks across the organisation/ other functions

COMPLIANCE

Creates a healthy and safe working environment
Ensures H&S legislation is complied with
Follows the organisation’s grievance procedure in response to concerns, problems or complaints raised by team members

COMMUNICATIONS

Tailors communication in terms of both message and delivery to the audience
Communicates in a clear and concise manner
Makes sure that there is a good two way flow of communication
Provides people with the information they need

PEOPLE DEVELOPMENT

Creates a working environment that encourages continuous learning
Works with others to identify their development needs
Supports the development of others
Supports others to take responsibility for their own development
Develops the team

MEETING MANAGEMENT AND DECISION MAKING

Prepares well for meetings
Leads effective meetings
Ensures time in meetings is well spent
Makes a valuable contribution to meetings
Builds on the contributions of others
Takes tough decisions in absence of complete data
Makes unpopular decisions when necessary
Makes sound decisions

CUSTOMER FOCUS AND CONTINUOUS IMPROVEMENT

Understands the needs and expectations of their customers
Puts the customer at the forefront of their teams goals and activities
Looks for ways to improve customer service
Takes action to improve customer service before complaints arise
Treats complaints as opportunities to improve service
Attempts to resolve customer complaints and problems immediately whenever possible
Promotes a drive for quality within their area
Is supportive of organisational change in relation to customer service improvements
Creates a team environment that encourages innovative thinking
Looks for better ways of doing things (improving processes, systems, products etc)
Supports others to implement improvement ideas

TEAM LEADERSHIP

Addresses multiple demands without losing focus or energy
Takes personal accountability for making things happen
Provides clear leadership to their team
Motivates people to do the best they can
Empowers others to take action and resolve issues
Creates a working environment that ensures equality of opportunity
Confronts potential people problems early
Works with team members to resolve conflict

LEADING CHANGE

Prepares people to cope with continuous changes
Supports others through periods of change
Identifies and removes barriers to effective change
Enables change
Follows through on change initiatives

COMMUNICATIONS

Tailors communication in terms of both message and delivery to the audience
Makes sure that there is a good two way flow of communication
Provides people with the information they need
Keeps people up to date with information

RELATIONSHIPS

Establishes effective internal networks
Develops productive working relationships with others
Balances conflicting agendas
Establishes networks outside the organisation
Values the diverse inputs of others

PEOPLE DEVELOPMENT

Learns from experience
Creates a working environment that encourages continuous learning
Works with others to identify their development needs
Supports the development of others
Supports others to take responsibility for their own development
Develops the team

MANAGING PERFORMANCE

Develops team delivery plans that are aligned to the organisation’s strategy
Effectively plans work schedules
Ensures that work is fairly allocated across the team
Monitors the progress and quality of the work
Reviews and updates work plans in the light of developments
Provides people with an appropriate level of support
Effectively delivers results through others
Identifies problems that are affecting people’s performance
Effectively deals with misconduct or unsatisfactory performance
Supports others to resolve performance issues
Coaches their team to better performance
Provides constructive performance feedback

RESOURCE AND KNOWLEDGE MANAGEMENT

Effectively manages knowledge sharing in their area
Accurately identifies the resources needed to do the job
Manages their resources well

MEETING MANAGEMENT AND DECISION MAKING

Leads effective meetings
Ensures time spent in meetings is well used
Takes tough decisions in absence of complete data
Makes unpopular decisions when necessary
Makes sound decisions

FINANCIAL MANAGEMENT

Manages their budget well
Promptly deals with budgetary issues
Effectively delegates responsibility for budget control where appropriate

PROJECT MANAGEMENT

Develops clear and achievable project plans
Regularly monitors project work against plan
Takes corrective action early when things go off plan
Delivers projects on time

CUSTOMER FOCUS

Knows their external operating environment
Ensures business processes deliver against customer needs
Understands the need and expectations of their customers
Puts the customer at the forefront of their teams goals and activities
Is a role model for delivering excellent service to customers

COMPLIANCE

Ensures their people comply with legislative requirements
Follows the organisation’s grievance procedure in response to concerns, problems or complaints raised by employees
Creates a healthy and safe working environment
Ensures H&S legislation is complied with

QUALITY AND CONTINUOUS IMPROVEMENT

Fosters a team environment that encourages innovation and creative thinking
Encourages others to propose new and imaginative ideas
Promotes a drive for quality within their area

STRATEGIC THINKING

Knows their external operating environment
Understands the dynamics of the market place
Establishes networks outside the organisation
Accurately anticipates emerging trends
Looks at the bigger picture and thinks strategically
Works with the whole organisation in mind and not just their function
Ensures people have a clear sense of direction
Balances strategic vision against current operational needs
Balances conflicting agendas
Engages others in the strategic plan
Builds collaborative relationships with similar organisations
Takes time to benchmark customer satisfaction against others in similar areas
Is highly committed to providing a solid and reliable service to their customers

LEADERSHIP

Creates an inspiring longer term vision
Personal behaviour exemplifies the organisation's values
Makes sure that the organisation/ their functional area is driven by customer needs
Makes sure that there is a good two way flow of communication
Keeps people up to date with information
Actively promotes equality of opportunity
Motivates others through a positive leadership style
Inspires people to be the best they can
Empowers others to take action and resolve issues
Is a source of strength in times of uncertainty
Supports others through periods of change
Identifies and removes barriers to effective change
Enables change
Takes calculated risks in order to achieve organisational gain

MANAGING PERFORMANCE

Agrees demanding, achievable delivery objectives with others
Measures performance of both team and individuals
Promotes a drive for quality across the organisation/ their functional area
Develops a fair and ethical working culture
Effectively deals with misconduct or unsatisfactory performance
Creates a working environment that recognises and addresses potential risks
Implements sensible precautions to manage / remove risks
Provides people with the information they need
Provides people with appropriate levels of support

PERSOANL EFFECTIVENESS

Addresses multiple demands without losing focus or energy
Takes personal accountability for making things happen
Takes tough decisions in absence of complete data
Makes unpopular decisions when necessary
Knows when to take a risk in decision making
Tailors communication in terms of both message and delivery to the audience
Establishes effective internal networks
Develops productive working relationships with others
Understands the needs and expectations of their customers

CONTINUOUS IMPROVEMENT

Creates a working environment that encourages continuous learning
Supports others to take responsibility for their own development
Learns from experience
Pursues focused self-development
Develops the team
Works with others to identify their development needs
Supports the development of others
Actively encourages the transfer of knowledge and sharing of best practice
Creates a culture of continuous improvement
Fosters an environment that encourages creative thinking and innovation
Encourages others to propose new and imaginative ideas
Looks for ways to improve organisational/ functional processes
Turns abstract ideas into coherent plans
Converts new opportunities into reality
Promotes the use of suitable technology solutions

Managing Emotions

Demonstrate awareness of how own emotions impact on others
Articulate feelings and emotions appropriately
Effectively manage own feelings of anger or anxiety
Handle tense situations without overreacting, becoming overly emotional or defensive
Effectively communicate own feelings to others
Remain calm under pressure
Challenge unethical actions in others
Hold themselves accountable for own actions
Admit to own mistakes
Meet commitments and keep promises
Remain cool in the face of other's anger or aggression
Stay focused under pressure
Take a tough, principled stand even if it is unpopular
Show an understanding of own strengths and weaknesses
Recognise when they become defensive
Demonstrate flexibility and resilience in response to adversity

Self-Motivation

Remain energetic even when tackling boring tasks
Bounce back quickly after set-backs
Strive to improve performance
Follow through on stated commitments and promises
Appear motivated by the hope of success (rather than fear of failure)
Readily seize opportunities/ take on new challenges
Kick-start themselves into action when needed
Look at set-backs objectively
Take calculated risks
Embrace feedback

Relationships

Accurately read key power relationships
Actively seek ways of resolving conflict
Challenge bias and intolerance
Demonstrate empathy with other's feelings
Enable others to trust and confide in them
Foster open communication
Skilfully win people over
Offer constructive development feedback to others
Relate well to people who are different to them
Show understanding of the forces that shape other's views
Build rapport with others
Freely offer help and assistance to others when appropriate
Promote a friendly, open co-operative climate
Tune into others emotions and respond accordingly
Handle challenging questions in a responsive and diplomatic manner
Maintain openness and honesty in interpersonal relationships
Show consideration to the feelings and needs of others
Take time to understand and listen to others
Encourage others to express contrary views, ideas and opinions
Develop supportive, helpful, and friendly working relationships with others

Getting the best out of / leading others

Paint a positive picture of the future that others buy into
Encourage enthusiasm in others
Effectively influence others about what gets done
Model respect, helpfulness, honesty and co-operation
Communicate in a manner that inspires commitment and support towards their ideas
Acknowledge and recognise the contributions and accomplishments of others
Make it easy for others to disclose, share and openly talk about their ideas, concerns and problems
Actively involve others in the decisions that effect them
Act with authenticity
Build trust through reliability
Motivate others through own efforts
Use a win-win approach

Customer focus

Anticipates future customer needs and trends
Focuses on identifying opportunities to benefit customers
Offers advice and guidance in responding to customer enquiries
Shows respect and friendliness to customers
Strives to resolve customer concerns
Talks and listens to customers to clarify their real needs and expectations

Resilience

Maintains motivation and focus when under pressure
Perseveres over a period of time to achieve an end result
Progresses with the task even in the face of personal frustration or disappointment
Refuses to allow earlier setbacks to affect future situations
Remains calm, professional & focused, acting as a role model in difficult situations
Stays positive in the face of interpersonal conflict or disruption to plans
Steps back from a difficult situation to understand what is going on & why
Sticks to the task in hand, even if practical difficulties arise

Selling Skills

Able to handle the pressure to sell more when targets are raised
Accurately diagnoses the critical issues facing the buyer
Actively prospects to find new opportunities to sell
Builds trust by not trying to sell things that buyers do not need
Deals with scepticism, objections and rejections positively and objectively
Focuses discussions on benefits and features most appropriate to the needs of the buyer
Makes the most of new opportunities to sell e.g. good at turning leads into appointments Works inside the appropriate ethical guidelines or codes of practice

Delivering results

Challenges those who fail to achieve the required standards
Effectively implements company initiatives
Encourages others to aim high and exceed normal expectations
Focuses effort on priority tasks and activities to achieve maximum results
Is able to progress several issues simultaneously
Manages projects successfully from inception to delivery
Sets realistic deadlines, tasks and standards for others

Integrity and Ethical management

Accepts responsibility for own work & decisions
Admits mistakes
Gives credit to deserving parties and does not take credit for the work of others
Is loyal to the company and its principles
Maintains principles even if short term commercial advantage is compromised
Sticks to decisions which have been made and stays true to their word
Uses positional and personal power with care and restraint

Influencing

Anticipates how people are likely to react and prepares appropriately
Continually assesses a situation and adapts behaviour accordingly
Has the appropriate skills to turn objections into positive outcomes
Is good at influencing senior people and winning support for a case
Is persuasive without being aggressive
Makes a strong & positive impact in a group
States own views & opinions & backs them up with clear evidence

Developing the coaching relationship

Shows genuine concern for my welfare and future
Behaves in a way that I find trustworthy and sincere
Establishes clear agreements and keeps promises
Demonstrates respect for my viewpoint, my preferences for how I learn and who I am
Supports and encourages new ways of doing things, including those that are risky
Is open to not knowing and takes risks
Uses a variety of ways to work with me, and chooses what is most effective
Uses humour effectively to create lightness and energy
Is relaxed and confident in dealing with emotional topics

Active Listening

Keeps to my agenda
Hears my concerns, goals, values and beliefs about what is and is not possible
Plays back what I say to help gain greater clarity and understanding
Builds on my ideas and suggestions
Distils the essence of what I say rather than letting me engage in long descriptive stories
Allows me to vent or "clear" the situation without judgment in order to move on to next steps

Powerful questions

Asks questions that reflect an understanding of my perspective
Asks questions that challenge my assumptions and help me to explore issues so that I gain insights
Asks questions that open up new possibilities and new learning
Asks questions that move me towards what I want for the present and the future, not questions that ask me to justify or look backwards

Direction communication

Is clear, articulate and direct in sharing and providing feedback
Helps me to see issues I am uncertain about, from another perspective
Helps me to see issues I am uncertain about, from another perspective
Clearly states the purpose of any techniques or exercises she proposes
Is respectful in her use of language
Uses metaphor and analogy to help to illustrate a point or paint a verbal picture.

Facilitating learning and results

Encourages exploration and the use of ‘inquiry' to develop my understanding, awareness and clarity
Identifies for me any differences between the facts and my interpretation of them
Helps me to discover for myself new thoughts and new perspectives that strengthen my ability to take action and achieve what is important to me
Communicates broader perspectives
Identifies major strengths vs. major areas for learning and growth, and what is most important to address during coaching

Designing actions

Brainstorms and assists me to define actions that will enable me to demonstrate, practice and deepen new learning
Promotes active experimentation, where I apply what we've discussed in my work
Celebrates my successes and capabilities for future growth
Presents points of view that are aligned with my goals and, without pushing those points of view, engages me to consider them

Planning and goal setting

Brings together information and establishes a coaching plan with me, that addresses concerns and areas for development
Creates a plan with results that are attainable, measurable, specific and have target dates
Helps me identify and access relevant resources (e.g. websites, written materials, books, other professionals)
Identifies and targets early actions that are important to me

Managing progress and accountability

Clearly requests me to state actions that will move me toward my stated goals
Follows up by asking me about those actions that I committed to during the previous session(s)
Acknowledges what I have done, not done, learned, or become aware of since the previous coaching session(s)
Effectively prepares, organizes and reviews with me information obtained during any one session - and series of sessions
Keeps me on track between sessions - through relevant actions and/or activities that support my overall coaching goals
Positively confronts me when I have not taken agreed-upon actions

Organisational fit

Tuned in to the unwritten (political) rules of the game
Balanced technical / functional role with senior team responsibilities
Been accepted by others
Refined their leadership style to adapt and harmonise with the organisations culture
Shown passion for the organisation

Strategic engagement

Demonstrated a sound understanding of the context in which the business operates
Understood the business value chain
Understood the dynamics of the market place
Considered the bigger picture and thought strategically
Engaged in the Strategic Plan
Worked with the whole organisation in mind and not just their function / department

Priorities and focus

Established the future they want to create
Taken action to structure their part of the organisation for maximum performance
Defined/ agreed their role
Established clear targets / priorities for themselves/ others that are aligned to the organisations goals

Reputation establishment

Demonstrated credibility in their area of expertise
Being sort out for their opinion/ input
Influenced decisions
Built a good reputation/ respect

Delivery

Demonstrated accountability
Delivered some early wins on time and in line with business objectives
Influenced/ brought about improvement change
Demonstrated sound planning and execution
Shown energy, drive and determination
Adopted key processes and systems
Continuous improvement - Challenged easy assumptions

Relationships

Invested time in building relationships with key stakeholders
Developed a ‘get things done’ network within the business
Demonstrated humanity
Worked collaboratively with others

Team

Created the climate that will led to higher performance
Established how their team will work and function together
Fostered positive “Teamability”
Put effort into getting to know each team member
Is getting the best out of their team