Competency Name

Accountability

Accuracy

Action Orientation / Achievement

Drive / Motivation

Active Listening

Administrative Skill

Analytical Skill

Business Thinking/Acumen

Coaching / Mentoring

Commitment / Dedication

Commitment to Continuous
Quality Improvement
Communication (Oral and Written)

Conflict Management

Cooperation / Collaboration

Cost Consciousness
Creativity / Innovation

Customer Focus

Customer Service

Decisiveness

Detail Consciousness
Employee Development

Employee Empowerment

Financial Management

Flexibility / Adaptability

Functional Expertise

General Sales Skills

Growth Orientation

Housekeeping
Influence / Persuasion Skills

Information Sharing

Initiative / Proactivity

Interdepartmental Cooperation

Integrity

Interpersonal Relationships/Skills

Entrepreneurship

Judgment

Knowledge Management

Leadership Skills

Management Control

Management Delegation

Managing Change

Managing Diversity

Maturity

Multi-skilling / Multi-tasking

Negotiation Skills

Networking / Partnering
Organization Policies
Participative Management

People Management

Performance Management

Personal Appearance and Hygiene

Personal Effectiveness

Personal/Professional
Development

Planning and Organizing

Presentation Skills

Problem Solving and Decision

Making

Process Management

Project Management

Resilience / Perseverance /
Tenacity

Resources Management

Responsibility / Reliability /
Dependability

Results Orientation / Commitment

Retail Selling Skills

Risk Orientation

Role Development
Self-Control

Strategic Thinking / Visioning

Stress Tolerance

Supervisory Skills

Supporting Diversity
Target Achievement
Team Building and Motivation

Teamwork

Technological Competence

Time Management

Trust Building

Work Attendance
Work Health and Safety

Work Standards

Behavioral Indicators
Holds self and others accountable for required work output and standards.
Ensures that effective controls and contingency plans are in place.
Projects/tasks within area of own accountability are completed on time and within budget.
Works with a high level of precision and attention to detail.
Performs duties with exactness and holds self to rigorous standards.
Is careful to double-check work and avoid errors and mistakes.
Has tremendous drive, energy and determination to complete tasks.
Maintains enthusiasm and a high work rate for long periods.
Displays a strong will to succeed.
Is internally motivated and less dependent on external encouragement and reward.
Makes eye contact with the speaker.
Uses non-verbal signs (e.g. nods) to indicate interest.
Asks open-ended questions to probe and clarify.
Repeats (paraphrases) the message to ensure understanding.
Listens without interrupting.
Is highly organized.
Is effective at keeping records and eliminating unnecessary paperwork.
Helps improve administrative processes.
Is good at multi-tasking.
Is very methodical when conducting analyses.
Efficiently identifies reliable data input sources.
Draws meaningful conclusions from data analyses.
Is not paralyzed by an abundance of data.
Structures arguments lucidly and logically.
Has an excellent understanding of general business and financial concepts and principles.
Understands the nature and purpose of the organization, its mission, vision, business model, goals, values, core
competencies, culture, products, customers, and competitive advantage, and demonstrates a passion and
commitment to these.
Is aware of the competition and their modus operandi.
Stays current with the latest technologies, developments and trends in the industry.
Makes time to coach employees and help them improve their work performance.
Meets with employees one-on-one on a regular basis to discuss their work progress and development needs.
Gives timely and ongoing feedback on progress.
Provides honest, balanced and constructive feedback.
Uses recognition and praise to encourage progress and competency achievement.
Actively strives to achieve objectives, and ensures desired outcomes are achieved.
Is willing to go the extra mile to achieve results.
Has a strong sense of personal obligation.
Ensures that rigorous measures are employed to promote and maintain quality products and services.
Identifies and implements new processes and initiatives that help the unit accomplishes its goals better.
Models and reinforces a continuous improvement culture.
Expresses views in a fluent, clear, logical manner, with enthusiasm and confidence.
Communicates openly and honestly, and promotes an open exchange of ideas.
Is an effective listener listens openly without interrupting.
Keeps people well informed in respect of key organizational and departmental issues, in a timely manner.
Delivers information effectively in a variety of written formats including reports, letters, memos, emails, etc.

Senses potential conflict quickly, and takes proactive steps to resolve issues before they escalate.
Does not avoid conflict, but faces it with courage and maturity.
Encourages others to bring difficult issues into the open.
Resolves differences between people using persuasion, diplomacy and logic, and by not getting personal.
Diffuses emotional situations by active listening, remaining calm, and showing empathy to all parties concerned.
Considers the strength of the facts, rather than the loudness of arguments or emotional outbursts from others.
Expresses differing opinions in a constructive manner and in ways that preserve good relations.

Willingly accepts assignments from line manager.

Volunteers for work and willingly pitches in to handle high workloads and crises situations.
Contributes expected share in team context.
Works effectively in cross-functional project teams (where required).
Follows through on commitments to others.
Does not waste resources.
Looks for methods to improve processes that have a positive impact on the bottom line.
Recognizes and generates innovative solutions to challenges (thinks outside the box).
Always seeks to challenge traditional assumptions and improve the way things are done.
Fosters a working environment that encourages creative thinking and innovation.
Is not afraid to take calculated risks and learn from mistakes.
Balances creative thinking with practical application.
Seeks to understand the (complex) dynamics of the customers business.
Builds effective customer rapport/relationships and treats them as business partners.
Makes customers feel appreciated for their business.
Actively seeks and listens to customers needs, suggestions and feedback.
Takes a genuine interest in customers and demonstrates urgency, energy and enthusiasm in satisfying their
needs.
Ensures that rigorous measures are employed to provide and maintain quality products and services.
Excels at providing excellent customer support and follow-up.
Responds to customer requests, queries and complaints promptly and effectively.
Processes sales transactions/contracts efficiently and accurately.
Handles refunds, returns and exchanges promptly, friendly and patiently.
Is willing to go the extra mile to achieve results.
Readily makes decisions, takes action, and renders judgment even when data is limited or solutions produce
unpleasant consequences.
Is proactive and achievement oriented.
Avoids excessive deliberation when decisions are to be made fast.
Is highly concerned about the accuracy and appearance of work produced.
Provides challenging assignments so employees can learn through practical experience and making mistakes.
Actively assists employees in the identification of their learning and development needs and strategies, for current
and future positions.
Recognizes and builds upon employees strengths and abilities.
Has a formal, written development plan in place for each direct report.
Provides the time, resources and opportunities for employees to undergo identified learning activities.
Provides relevant learning opportunities for employees to become highly competent.
Organizes and structures work for employees in a way that encourages ownership.
Encourages and promotes decision making authority and accountability at all levels.
Enables employees to take calculated risks and learn from their mistakes in a non-critical environment.
Demonstrates a broad understanding of financial management principles.
Understands the key financial indicators affecting the organization.
Accurately estimates project plans and budgets, using cost-benefit thinking.
Manages and controls budgets effectively; monitors expenditures rigorously.
Identifies cost-effective approaches to business operations without sacrificing quality.

Is open to new ways of working, ideas and processes.

Adapts quickly and effectively to new environments, people, and responsibilities.
Readily adapts to stressful situations and factors outside of his/her control.
Has the functional competence (skills & knowledge) to be effective in his/her job.
Keeps specialist competence up to date with ongoing learning/studying.
Actively seeks assignments and other on-the-job opportunities to improve self.
Shares competence willingly with others.
Is an effective cold-caller.
Demonstrates professional telephone manner.
Presents him/herself well to potential customers.
Uses open-ended questions and probing to qualify customer needs.
Demonstrates effective listening skills.
Comes across as warm and friendly and makes customers feel appreciated for their business.
Is knowledgeable and enthusiastic about the companys products and services.
Is able to effectively explain product/service features and benefits.
Gives persuasive presentations and sales pitches.
Is persistent and assertive without being excessively pushy.
Effectively up-sells and cross-sells existing customers.
Is a skilled negotiator and deal-maker.
Handles customer objections and concerns effectively.
Closes sales effectively.
Provides the highest level of customer service at all times; strives to exceed their expectations; goes the extra
mile.
Handles customer problems and complaints effectively before they escalate, to ensure repeat business.
Processes sales/transactions/contracts efficiently and accurately.
Is diligent and persistent in following up on leads.
Has a high conversion rate - turning leads into sales.
Maintains a high percentage of customer retention.
Adopts an enterprising approach to developing and growing sales accounts.
Builds and maintains long-term relationships with clients.
Takes personal responsibility for the well-being of his/her accounts.
Handles rejection well.
Is a good mentor to new salespeople.

Continually investigates ways in which to expand/grow the business.

Encourages others to think about new ways of growing the business and maintaining or achieving a competitive
advantage.
Keeps work area clean, tidy and uncluttered.
States own priorities effectively and convincingly to gain their acceptance by the other party.
Tries to understand the issues from the other partys perspective.
Builds consensus through give and take, and finding common ground ("win-win" solutions).
Provides advice and opinions that are respected by others.
Keeps team members well informed in respect of key organizational and departmental issues, in a timely manner.
Avoids hiding important information to keep team members in the dark and promote power games.
Actively attempts to influence events and Instigates action without having to be urged on.
Adapts and improves working methods in order to achieve goals.
Anticipates and responds to future needs and opportunities and seizes opportunities when they arise.
Anticipates problems and pro-actively develops contingency plans accordingly.
Keeps current on emerging job-relevant trends and issues.

Develops and maintains productive working relationships with other departments.

Refrains from interdepartmental politics, and deliberately breaks down any existing walls.
Refrains from territorial, silo (isolationist) mentality, and views own department as an integral part of the bigger
organization having one common goal.
Willingly shares information with other departments, which may affect them in any way, or may help them to do
their work better.
Involves other departments with problem solving and decision-making, where they may be affected by such
decisions in any way, or can contribute to it.
Exhibits a strong moral and ethical personal character.
Behaves in a fair and ethical manner toward others.
Communicates with others openly and honestly without hidden agendas to promote self-interest.
Stands up for what he/she believes in.
Can be trusted with sensitive, confidential information.
Is friendly, warm and sincere, and easily approachable.
Is tactful, compassionate and sensitive, and treats others with respect and dignity.
Is patient and understanding, listens empathetically to others and respects their opinions.
Makes others feel appreciated, valued and included, and is considerate of their needs and feelings.
Is sensitive to cultural diversity, race, gender, and other individual differences.
Challenges the status quo and actively endeavors to change and improve the system from within.
Is creative both at a strategic level and the front line.
Converts failures into opportunities, and eventual success.
Not afraid to take calculated risks and pushing the boundaries.
Has a good sense of judgment.
Has good intuition.
Draws logical conclusions.
Avoids snap judgments and rash decision-making.
Thinks before speaking mind or taking action.
Manages and protects important organizational information, core competence and know-how.
Protects intellectual property and patents as well as superior knowledge of employees.
Promotes the identification and acquisition or creation of critical knowledge.
Ensures that critical knowledge is not lost when employees leave the organization.
Establishes unit vision and direction and motivates/inspires team members to follow suit.
Believes in self and has a sense of purpose.
Has good problem-solving and decision-making skills.
Has good communication skills (oral and written).
Leads by example, and with confidence and authority; takes charge of difficult situations.
Has the courage of his/her convictions, and is not afraid to make difficult or unpopular decisions if necessary.
Fosters good morale within the team.
Treats others with respect and dignity, and establishes good interpersonal relationships.
Makes others feel appreciated, valued and included, and so gains their respect.
Demands excellence and recognizes and rewards excellent performance.
Constructively criticizes when required, so underperformers are re-motivated to do better.
Not afraid to take calculated risks and learn from mistakes.
Embraces and initiates change.
Is fair and forthright.
Establishes appropriate procedures to measure and monitor work performance of employees.
Takes suitable action to correct deviations from agreed or minimum standards.
Enforces organization policies and procedures.
Frees up time for higher-level issues by delegating less important tasks to employees.
Uses delegated assignments effectively as a way to develop employees.
Assigns tasks and projects to employees according to their interests, capabilities and workload.
Aligns delegated tasks with an appropriate level of freedom/independence and decision-making authority.
Provides employees with the training/coaching and resources necessary to get delegated tasks done.

Stays up-to-date on key trends, opportunities and threats.

Is a catalyst for appropriate change interventions and continuous improvement.
Initiates change instead of reacting to external pressures for change.
Demonstrates flexibility when encountering change.
Helps employees quickly and effectively understand and adjust to new roles and challenges.
Is sensitive to cultural diversity, race, gender, and other individual differences.
Employs and develops a diverse, high quality workforce in an equitable manner, that maximizes the talents of
every employee.
Acts with maturity even in difficult situations.
Maintains a strong sense of self-control.
Effectively deals with anger, frustration, and disappointment.
Remains calm in the face of pressure.
Deals with failure in a philosophical manner.
Is eager and willing to develop cross-functional competence (skills & knowledge).
Is willing to do work in other functions according to operational demands.
Is capable of performing a wide range of different tasks during the course of a work day.
Tries to understand the issues from the other partys perspective.
States own priorities effectively and convincingly to gain their acceptance by the other party.
Builds consensus through give and take, and finding common ground.
Facilitates "win-win" agreements.
Develops business networks and builds internal and external alliances.
Collaborates across organizational boundaries, and finds common ground with relevant stakeholders.
Follows organization and unit policies and procedures without prompting.
Encourages team members to contribute ideas, opinions and suggestions.
Involves team members in problem-solving and decision-making.
Is accessible and responsive when approached.
Assesses current and future staffing needs based on unit goals and budget realities.
Based on merit principles, ensures staff are appropriately selected, developed, utilized, appraised, and rewarded.
Supports and furthers workplace diversity and Equal Employment Opportunity (EEO) programs.
Fosters a workplace which is free from harassment and discrimination of any nature.
Has written Performance Plans/Agreements collaboratively agreed with each team member.
Sets realistic yet stretching goals, objectives and targets.
Establishes appropriate procedures to measure and monitor work performance of team members.
Regularly discusses progress and issues (using team meetings and one-on-one discussions with each employee).
Provides formal and informal feedback on performance on an ongoing basis.
Demands excellence and recognizes and rewards excellent performance.
Does the necessary coaching, counseling and disciplining where performance or work behavior is not up to
standard.
Gives criticism balanced, constructively and tactfully.
Conducts formal performance appraisals fairly and in a way that motivates and re-commits team members.

Always dresses appropriately for the job.

Personal care complies with organization standards.
Makes a good first impression on outsiders.

Has a positive, optimistic outlook on life.

Is (appropriately) assertive, as opposed to passive or aggressive.
Approaches his/her work in a structured, organized, and systematic way.
Treats others friendly, fairly and with respect.
Works productively without any supervision.
Has good verbal and written skills.
Is honest, trustworthy and reliable.
Remains calm and constructive in stressful situations.
Demonstrates perseverance and persistence with difficult tasks.
Shows initiative and pro-activity.
Approaches his/her job with energy and enthusiasm.
Manages time well; demonstrates promptness.
Utilizes every possible opportunity to grow and learn.
Takes ownership of own learning and development.
Tries to expand personal horizons and getting out of comfort zone.
Stays current with latest technologies, trends and developments in his/her job.
Is open to constructive criticism without becoming defensive.
Structures his/her department/team in an organized, efficient manner.
Co-ordinates team activities to make the best use of individual skills and specialties.
Accurately identifies the resources and time scales needed to meet objectives.
Puts plans into action effectively.
Has contingency plans in place to counter unforeseen developments.
Delivers presentations confidently and with poise.
Effectively alters presentation style to suit the audience.
Speaks clearly and articulately, and appears credible.
Engages the audience effectively. and answers questions well.
Uses presentation tools and equipment professionally.
Proactively deals with problems before they escalate.
Involves those who will be affected by decisions.
Involves others who can assist with the process; is open to new and creative suggestions.
Makes timely decisions and avoids procrastinating.
Makes rational and sound decisions based on relevant information and the objective weighing up of the pros and
cons of alternative solutions.
Good at figuring out processes to get things done.
Good at organizing people and activities.
Can simplify complex processes.
Knows how and what to measure.
Regularly reviews processes to assure that minimum resources are used while maximum efficiency is maintained.
Is able to scope out complex project plans quickly and comprehensively.
Uses project management tools and software effectively.
Anticipates obstacles to project completion and develops contingency plans to address them.
Identifies the required skills and competencies, and selects appropriate personnel to be part of the project team.
Continuously monitors the status of projects and takes effective contingency and corrective actions when
necessary.
Adjusts project plans speedily to meet changing client requirements and organizational needs.
Achieves project quantity and quality deliverables on time and within budget.

Maintains focus and effectiveness when faced with challenge, opposition, rejection or disappointment.
Deals effectively with pressure.
Stays positive and optimistic despite setbacks.
Recovers quickly from setbacks and disappointments, and moves on.
Treats challenges and failures as learning opportunities.
Demonstrates productive and effective use of resources (e.g. human resources, money, material, tools, time, and
information).
Ensures effective cost control of resources.
Works effectively and productively with little or no supervision.
Follows through on commitments and meets deadlines.
Is consistently on time for work, meetings and other events.
Accepts responsibility for own failures and mistakes.
Is committed to the goals of the organization and unit.
Has a sense of urgency to accomplish results.
Demonstrates a sustained effort, dedication and enthusiasm to get the job done.
Takes pride in his/her job and is self-motivated.
Never shirks responsibilities or avoids hard work.
Delivers timely results and holds others accountable for the same.
Acknowledges/approaches all customers within the relevant time frame.
Smiles when greeting customers.
Comes across as warm and friendly.
Uses open-ended questions and probing to qualify customer needs.
Shows effective listening skills.
Reads customers well to determine their primary buying motive/s.
Acknowledges customers who cannot be assisted immediately.
Has excellent product knowledge.
Is able to effectively explain product features and benefits.
Encourages the customer to operate/touch/feel/taste/smell the product whenever possible.
Shows enthusiasm for products.
Effectively up-sells and cross-sells.
Handles customer objections effectively.
Closes sales effectively.
Provides the highest level of customer service at all times; strives to exceed their expectations; goes the extra
mile.
Handles difficult and complaining customers effectively to ensure repeat business.
Handles refunds, returns and exchanges promptly, friendly and patiently.
Demonstrates professional telephone manner.
Processes sales/transactions/contracts efficiently and accurately.
Thanks and invites all customers to return.
Makes customers feel appreciated for their business.
Is a good mentor to new salespeople.

Not afraid to take reasonable and measured risks in order to improve the organization.
Challenges the status quo in a search for doing things better.
Not afraid to challenge the ideas of others, regardless of their position.
Supports those who take initiative and reasonable risk in performing their jobs.
Identifies and effectively manages risks associated with new initiatives.
Initiates the broadening of the scope and responsibilities of the job so as to add additional value to the
organization, and to be more productive.
Remains calm and constructive in stressful situations.
Refrains from impulsive, negative reactions or behaviors that would worsen and not improve conflict situations.

Identifies and keeps up to date on key national and international political, economical, social and technological
trends that (may) affect the organization.
Identifies and acts upon competitive threats and opportunities.
Takes a long-term view of organizational issues and priorities.
Formulates effective strategies consistent with the vision and mission of the organization.
Involves, inspires and energizes others to commit to the vision and translating it into action.
Uses the organizations strategies effectively to set realistic yet stretching goals.
Develops and refines the vision and strategies to reflect constant and accelerating change.
Continually seeks ways to expand and grow the business, and encourages employees to do the same.
Is even-tempered and keeps control of his/her emotions and behaviors, even in high-pressure situations.
Maintains a positive attitude despite stress and frustration.
Works effectively under pressure and approaching deadlines.
Has a calming influence on others in stressful situations.
Distributes tasks fairly among team members based on their individual competencies and workload.
Organizes work processes in an effective, efficient, and streamlined manner.
Provides employees with the necessary training and resources to get the job done.
Communicates clear performance expectations and standards to team members, and discusses progress and
issues (using regular team meetings and one-on-one discussions with all employees).
Maintains strong control of team performance, and achieves agreed-upon quality end products and deliverables.
Works well with allocated resources, support staff and management.
Inspires and motivates team members to perform optimally.
Gives team members ongoing and balanced performance feedback.
Coaches team members effectively to improve their job skills.
Is patient and shows an appropriate level of caring.
Solves people problems with tact and diplomacy, and resolves internal conflict effectively.

Is sensitive to cultural diversity, race, gender, and other individual differences.

Contributes to an environment where differences are valued and encouraged.
Achieves performance targets as agreed/expected.
Meets quantity and quality standards with job deliverables.
Inspires, motivates, and guides team members towards higher task accomplishment.
Fosters and sustains cooperative and collaborative working relationships within the team.
Fosters team spirit, commitment, passion and enthusiasm.
Creates an environment that encourages employees to take initiative and calculated risks.
Is quick to reward, praise and compliment where deserved.
Criticizes defaulters constructively so that they are re-motivated and re-committed.
Jointly celebrates team successes and achievements.
Is committed to the team and its goals.
Does fair share and is an effective contributor.
Fills in for or assists fellow team members when necessary.
Develops and maintains productive working relationships within the team.
Willingly shares knowledge, skills and job-relevant information.
Actively participates in team meetings without monopolizing it or reducing the importance of other team members.
Encourages and considers others ideas, opinions and suggestions.
Actively involves self in team activities, and contributes positively towards team spirit and morale.
Works effectively in cross-functional project teams (when required).

Is competent in using job-relevant technology and systems.

Keeps abreast of the latest technological advancements.
Always seeks opportunities to lower input costs through technical innovations.
Explains complex technical processes in an easy-to-understand way.
Is patient with those who are technologically challenged.

Effectively utilizes time-keeping tools and diaries.

Adept at prioritizing tasks and assignments.
Keeps to allocated lunch and tea breaks.
Arrives on time for team and other meetings.
Respects other peoples time.
Delivers on commitments and promises timely, accurately and completely.
Has a reputation for honesty, fairness, confidentiality, and reliability.
Keeps others appropriately informed.
Harbors no hidden agendas.
Attends work on a consistent and timely basis with infrequent unplanned absences.
Informs line manager when will be absent as organizational policy dictates.
Complies with all relevant health and safety regulations.
Wears/uses personal protective attire and gear as required at all times during work.
Ensures that equipment is being used safely.
Is competent in hazardous material handling and disposal.
Is competent in using fire-fighting equipment.
Diligently carries out health and safety inspections as prescribed by organizational policy.
Understands and reports safety risks/hazards.
Is competent in First Aid or First Response Procedures
Puts forward safety ideas and actions them.
Reports accidents as soon as possible.
Diligently maintains health and safety records as required.
Rigorously ensures that task deliverables meet quantity and quality standards.
Demands excellence of self and others.
Continually identifies ways of doing things better.