Knowledge Group

Etisalat Assessment Briefing

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About Knowledge Group, quick facts

2006 HQ +600 +110,000 Skills & Expertise

Group Abu Dhabi, UAE Regional People Wide and Long Experience in
Launched Clients Trained Global Approved
Methodologies

+25 Support +120 19 96%

International A fully integrated Full Time Countries of Client
Knowledge system for Projects Employees Operation Satisfaction
Partners Support

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Our Services Training & Development
The vast range of Training & Development programmes offered by Knowledge Group aim
to expand learners’ business acumen in key areas, benefiting from our international team of
experts from a wide range of industries and cultures.

HR Consulting
Knowledge Group provides a broad range of services that reinforce links between talent
& Training management processes and comply with global standards of best practice, implemented by
Development an industry-leading team of Organisational Development consultants and occupational
psychologists

Strategy Consulting
Education Human Resources Our work in this area relates to the development and implementation of organizational
strategy. Typically this work involves assessment of current situation, strategy articulation,
Consulting Consulting developing and cascading strategy and performance management; also the creation or
development of the unit charged with oversight of strategy implementation

Outsourcing & Manpower Supply

The vast range of Training & Development programmes offered by Knowledge Group aim
to expand learners’ business acumen in key areas, benefiting from our international team of
experts from a wide range of industries and cultures.

Special Special Projects – Security & Defense

Projects – Strategy Knowledge Group provides a broad range of services that reinforce links between talent
Security & Consulting management processes and comply with global standards of best practice, implemented by
Defense an industry-leading team of Organisational Development consultants and occupational
psychologists
& Outsourcing
Education Consulting
Manpower Supply
We support the education sector with a variety of approaches that are customised for
specific target audiences. These include: 1) Strategy 2) Evaluation 3) Bespoke Solutions
and 4) Professional Development in the Education Sector

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Who We Work with (Knowledge Partners)

Our Top Global Knowledge Partners

Our Global Associates & Inspirational Global Top Thinkers work at….

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Some of the companies we supported

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 Previous Experience
Government, telecom, public services, healthcare
Up-skilling Capabilities
• Identified development requirement of certain individuals based on the
target competencies and job profiling
• Developed and conducted an assessment center for certain positions
• Developed framework for leadership development
GOVERNMENT
Up-skilling Capabilities
• Identified development requirement based on the target competencies and
job profiling
• Developed and conducted an assessment center for certain positions
Assessment Center
• Designed and conducted an assessment center designed
for directors and section managers
Leadership Development
• Designed and delivered executive coaching program for senior managers
and leaders
Capacity Building for Nationals
• Inspired by the “Nationalization Strategy”, developed a capacity
building program targeted towards nationals job seeks
• Delivered skills development program to over 4000 National Job
Seekers in different core skills including Management, Human
Resources, Business Administration, Health and Safety, Media, Travel
and Tourism and Quality Assurance
Capacity Building
• Developed competency re-skilling framework that address the development
requirement of public civil servants key competencies
• Assessments of development needs
• Delivered re-skilling program to 900 public servants in different fields
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Capacity Building
• Identified the basic national threats of the IT systems landscape
• Designed and delivered a customized learning program to raise awareness and
capabilities of public sector employees and train them on the tools to smart-
connect.
TELECOM
Capacity Building
• Designed and developed through assessment center for based on Etisalat
competency framework for internal and external recruitment
• Identified development needs for senior levels
• Delivered learning and development for 40 senior staff
Customer Service Excellence
• Understood customer journeys; reviewed requirement of customer service delivery
excellence
• Defined target customer service model based on the “government 7 star customer
PUBLIC SERVICES
service”, “universal postal union competencies”, UAE customer service charter and
“Dubai Government Customer Service Competency”
• Conducted Psychometric assessment for participants and channeled them into the
proper learning and development track
• Conducted a series of workshops on innovation helping to create innovation culture
in the group. Participants were from all levels across all 7 emirates
Customer Service Excellence
• With the objective to improve the service, worked with the management to
Identify development needs by running a survey across all functions (clinical and
non-clinical)
• Conducted 1-1 coaching and motivational profiling
• Developed and conducted 9 month program to develop “Next Generation
Leaders”
HEALTHCARE
• Guided participants through on-the-ground real projects to improve key elements
of the services offered by the hospital
Learning and Development
• Conducted workshops on performance management
 Previous Experience (Continued)
Military, manufacturing, non-profit, aviation, utilities, oil & gas
Capacity Building and Benchmarking (& Bench-learning) of
Service Delivery Models
• Identified the key competencies for best in class service delivery in maritime key
services
Critical National • Designed and delivered a First Line Management program – accompanied by
Infrastructure bench-learning experience
Authority • The Program included a one-week trip to Singapore to experience world-class
models of successful management and leadership practices in similar environment
Establishing, Benchmarking, Running Training Center and Transfer
Knowledge
• Conducted thorough analysis of the needs of the current skills, knowledge and
ability of some domains
• Conducted research on best global practices and benchmarking with the practices
MILITARY
of certain leading armed forces
• Performed competency profiling and developed best learning interventions (such
as class-room-based, simulations, on-the field, e-learning, etc.)
• Established leading training center with local customizations
• Delivered the learning and development program for 9 years
• Assisted in building internal capacities through coaching, mentoring and
shadowing to ensure proper hand-over of learning and development services
Talent Gap Analysis and Delivering Industry Learning &
Development Program
• Conducted talent skills gap analysis to identify the difference between the target
MANUFACTURING
and current competencies
• Developed and delivered a customized industry specific training program to bridge
the gap
Assessment of Capabilities and Delivering Leadership
Development Program
• Conducted thorough assessment (psychometric, interviews, competency based
interviews, role plays, and simulation) of senior staff capabilities
• Mapped target leadership profile with available competencies to identify
potential leaders
• Designed and delivered leadership development program
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Service Delivery Excellence Model Delivering Development
Programs
• Defined the competency profile required for excelling in philanthropy work
• Identified the development needs that would boost philanthropy and support
NON-PROFIT
capabilities
• Delivered a development program to over 2000 volunteers to respond to
emergencies and help protect the public needs
Assisting in Establishing and Delivering Contact Center and
Learning & Development Center (Training Academy)
• Identified requirement of best in class contact center and training academy
including customer requirement, resources, tools and methods requirement, and
manpower requirement
AVIATION
• Support for provision and development of Contact Center- Al Ain (recruiting of
nationals and establishing the business architecture of the center)
• Assisted in designing learning requirement Support (including identifying the crucial
learning topics, interventions and curriculums of the training academy) as per
industry global standards
• Conducted assessment and development Centers for key positions to channel staff
to proper groups
• Developed and delivered customized Employability Skills program for new joiners
(such as principles of business ethics, interpersonal skills, etc.)
UTILITIES
Establishing and Operating Contact Center
• Identified requirement of best in class contact center including customer
requirement, resources, tools and methods requirement, and manpower
requirement
• Support for establishing the Contact Centre Outsourcing Services; running the call
service center through full scale national capabilities
• Assisted in a digital transformation program including the closure of customer
service branches, switching to smart services and support in redeployment of
customer service branches employees
• Designed and conducted leadership development programme
OIL & GAS
• Conducted and analyzed employee engagement Survey
Assessment of Current Situation and Strategic Management
Workshops
• Understood the current strategic management situation, and identified specific
real-life cases for further analysis
• Delivered Strategic Management Workshops and Executive Coaching to senior
leaders
Etisalat Assessment and Development
Centre

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 Why we use Assessment and Development Centre's

• To develop key individuals into more senior roles

• To maximize utility of high potential internal employees

• To identify key strength and possible development areas

• Focused on behaviour, not technical abilities or specialisms

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 Assessment Centre definition
“An integrated system of simulated exercises designed to generate behaviour similar to that
required for success in a target job.”

What is a Development Centre?

“The use of Assessment Centre methodology for the identification of individual strengths and
potential development areas, in order to diagnose development needs, which will facilitate
more effective job performance and/or career advancement and contribute to enhanced
organisational success.”

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 How effective are Assessment and Development
Centre’s?

1.0 Perfect Prediction

0.9

0.8 Assessment/Development Centres (combination)

0.7

0.6 Competency Based/Structured Interviews

0.5 Personality Tests

0.4
Biodata
0.3
References
0.2
Unstructured Interviews
0.1
Graphology
0
Chance Prediction

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(Meta Analysis, Schmidt & Hunter 2014)
 Our Approach
Development Centre Delivery

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Development Centre Delivery

Briefing Session

Internal
Roleplay

Analysis
Exercise
Behavioral
Exercises Post
Assessment
Customer
Roleplay
Comprehensive
Feedback

Competency Report
Based Interview Writing

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Behavioral Exercises
Level 2 – Manager / Senior Manager

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 Development Centre Design – Manager / Senior Manager
Knowledge Group has access to hundreds of ready-to-use business simulation exercises, specifically designed to identify leadership potential.
Covering an array of work situations, our off-the-shelf business simulation exercises are designed around multiple competencies and cater to diverse
industry sectors, business functions and career levels.

Virtual Analysis Simulation Internal Role Play

Assesses participants’ ability to
assimilate and analyse information
whilst assessing their ability to
articulate and present the information
and/or write it in a report.
Assesses participants’ leadership
ability when interacting with internal
stakeholders. The meeting may
require the participant to coach or
provide feedback to the employee.

Management Dilemma’s
Management Dilemmas is an online
Questionnaire that measures an
individual’s judgement and decision-
Exercise making skills in relation to typical
managerial situations.
Selection

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 Etisalat Competencies

1. Driving Results
2. Leading & Developing People

3. Collaboration
4. Learning Agility

5. Customer Centricity
6. Strategic Thinking

7. Creativity & Innovation

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Etisalat Competency Definitions
Drive for continuous improvement of business results, being energetic and tenacious in the achievement of goals.
Driving Results Takes initiatives which often involve calculated risks and demonstrates the personal drive to do things better, more
effectively, and in a way that exceeds goals and targets.

To motivate, inspire and gain support from others through mutual trust without the need to rely on hierarchy and
Leading and Developing authority. Provide a compelling vision which motivates others to work towards team goals, setting clear objectives
People
and holding people to account for results.

Demonstrates willingness and ability to learn from experience, and subsequently apply that learning to perform
Learning Agility successfully under new or first-time conditions. It is essentially the ability to operate in ambiguity and rapidly
study, analyse, and understand new situations in order to resolve complex problems.

The ability to collaborate with others and contribute fully to highly productive teams, by encouraging others,
Collaboration effectively sharing information and building positive relationships; support the team to achieve goals and deliver
positive results.

To understand and identify the needs of existing and potential customers. To develop a customer centered culture by
Customer Centricity continually delivering, measuring and improving an excellent service, and thereby continuously exceeding the
expectations of internal and external customers.

Clearly sees the bigger picture and demonstrates an in depth knowledge of how their role supports the achievement
of organisational objectives. Creates clear strategies which take into account the external and industry context to
Strategic Thinking maximise the opportunity to add value to the organisation and support economic growth.

Demonstrates the ability to think, beyond immediate imperatives, to the future. It requires analytical and conceptual
abilities and the ability to question current practices to formulate new and innovative plans with positive impact.
Creativity and Innovation This competency is not only focused on having visionary ideas or conceptual thinking, but also involves turning
ideas into action.

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 Virtual Assessments

• Simulates an online desktop environment,

where participants are presented with a
variety of information and business issues Virtual-AC™ Components
• Enables you to administer and assess highly
immersive and interactive business
simulation exercises and ‘Day in the Life’ Participant Exercise
Virtual Assessment Centres Environment
• Powerful behavioural assessment for Virtual Desktop to present
selecting and developing your leaders, high simulation exercise content to
potential talent and front line staff participants and record their
outputs

Assessor Marking System

Structured marking aid to

support assessors in evaluating
participant outputs from the
exercise

Apollo™

Online assessment platform to manage

exercise administration

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 Exercise Formats in VirtualAC™

• Virtual Analysis Exercises

Exercises requiring the participant to analyse verbal and numerical
information about a work situation and produce a report with their
conclusions and recommendations.

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 Participant Tutorial

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 Reports
Individual Development Reports

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Individual Development Report
The development dashboard of the
participant report provides an overall, visual
summary of their performance. It highlights
strengths and development areas along with
their performance against the leadership
potential criteria.

The main body of the report will

provide an in-depth account of the
participant’s performance against each
competency, comparing and contrasting
observed behaviour from the centre with
self reported data from the
psychometrics.

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 How to do your best in an Assessment and Development Centre

• Be yourself
• Read the instructions and ask questions if you are not sure
• Answer the questions set
• Be prepared to be challenged
• Work quickly but carefully
• Tell us what you are thinking and explain the reasons for your recommendations

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Confidentiality
Data Management:

- All hardcopy assessment data (notes, rating forms etc.) are retained by Knowledge Group for a period of
12-months
- Soft-copies of reports and assessment data are retained indefinitely by Knowledge Group on secure storage
and may provide data mirroring across other secure data centres; complies with the U.S.- E.U. and U.S.-
Swiss Safe Harbor frameworks regarding personal data

Who has access to data:

This is agreed up front with a client, with the typical process being:

-Participants have access to their Reports

-HR has access to all reports

This may differ from case to case depending on the sensitivity and implications of the data

Confidentiality in the Feedback Process

Again, this is agreed up front with a client depending on the nature and sensitivity of the project. For a process
such as this where a strong developmental focus exists, participants are strongly encouraged to share their
reports and feedback with others (e.g. Line Manager and colleagues) to help and support them in their
development

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 Thank You

Rabei Wazzeh
Executive Director
Office: +971 2 501 5873
Mobile: +971 50 709 5709
Email: r.wazzeh@knowledgegroup.co

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