Continued from previous page COMPETENCIES DESCRIPTORS/BEHAVIOURS Emotional Intelligence Interpret the emotional state of self and others; make effective use of this information to guide decision-making and behavior; think carefully about the likely effects on others of own words, actions, appearance; is not afraid to push difficult issues towards a decision and take responsibility for the outcome, even when this is by no means clear; remain calm and tactful when challenged and in the face of unreasonable demands; seek agreement professionally; trust own judgement; willing to disagree and make a stand on issues when necessary or appropriate; recognise and uses the skills and experience of others without feeling threatened; recognise when to act independently and when to seek advice; accept criticism without being defensive; can deliver the bad as well as the good news effectively. Ethics and Integrity Act in a way that is consistent with what one says or values and the expectations of the organisation; demonstrate commitment to openness and core values; take time to respect and understand others and be transparent and honest in all dealing with people internal and external to the organisation; able to discern solutions to issues which are balanced and fair in terms of the interests of the organisation as a whole; willing to professionally and objectively advance and defend such solutions; recognize ethical and unethical behaviours within the organisation and respond in keeping with established principles; build trust through modelling desired behaviours; Is honest about aspirations and agendas, particularly in relationships with staff, colleagues and other stakeholders; is willing to publicly admit to making a mistake and does not 'pass the buck'. Relationship Management Leverage interpersonal skills to establish rapport and develop relationships with all key stakeholders; supports the creation of an inclusive environment; provide sound advice; establish relationships with a range of stakeholders to support delivery of business outcomes; invest time to generate a common focus and genuine team spirit; actively seek input from a diverse range of people; readily share resources to support higher priority work; show pragmatism and support for the shared goals of the organization; deal with conflict in a prompt, calm and constructive manner; encourage collaborative team working within own team and across the department; share information appropriately and building supportive, trusting and professional relationships with colleagues and a wide range of people inside and outside the service, is approachable, deliver organisational business objectives through creating an inclusive environment. Customer Service Work collaboratively to build long-term customer relationships and focus efforts on delivering increased customer value; apply exceptional process and project management to enable effective and cost-efficient service delivery; provide the organisation with meaningful analytics to enable business improvement; take account of diverse customer needs and requirements; generate new insights into situations; questions conventional approaches; encourages new ideas and innovations; design and propose and implement new or cutting-edge programmes/ processes; build dialogue with the client to understand real needs - listens, understands, interprets and reflects back; is happy to receive client feedback; treat the customer with intelligence and explains the rationale for action; explain why things can't be done in a particular way; attempt to correct problems before they become critical; monitor customer satisfaction regularly and address as appropriate; take customer problems away from them and owns responsibility for resolving them. Continues on next page 9
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